To supervise day to day operation, ensure standards
are adhered to and maintained.
督导日常运作并确保贯彻执行希尔顿的品牌标准。
Ensure and maintain the security of information
relating to customers and team members in the hotel.
确保酒店客人和员工的信息安全。
Supervise the operation of the department and ensure
that a high level of customer service is consistently
maintained.
督导本部门的运作并确保高品质服务的连续性。
Deal efficiently and courteously with all customers’
requests by monitoring and following up with the according team members and
correct channels.
监督并跟进本部门员工以合理的方式有效并友善地处理客人的要求。
Ensure the well being of all MAGIC Agents and Runners,
compile departmental working schedules and ensure that departmental meetings
are held on a regular basis in addition to daily briefings.
确保本部门员工在舒适的环境下工作。制定工作计划，除了召开日常例会外需经常地举行本部门会议。
Ensure that staffing levels are kept to cover business
expectations, Training is carried out on an ongoing basis, development within
the department is facilitated for all staff members and reviews are carried out with all members of the team.
按运作需求安排人员。确保持续性的培训并对员工发展体系建立和回顾。
Train and shadow all new team members according to the
training schedule.
按照培训计划对新员工进行培训和跟踪。
Ensure standards and procedures are set and
understood.
建立标准和程序并使之明了。
Ensure the correct operation of the MAGIC Department
确保客服中心的正常运作。
Maximize sales and revenue for the hotel by
maintaining a sales attitude at all times
抓住机遇最大化地销售和收入。
Work within all pre-set budgetary limits
在预算限额内操作。
Ensure the complete knowledge of all systems used in
the MAGIC department
熟知客服中心使用的系统及设备。
Effect the fast and efficient monitoring and follow up
of guest requests
快速有效地监督和跟进客人需求。
Ensure a high level of product knowledge of the hotel
and local area
全面了解酒店及本地的产品知识。
Ensure the Front Office Manager is kept fully aware of
any relevant feedback from customers, team members and other departments
确保前厅经理及时了解客人，员工及其他部门的反馈意见。
To be fully conversant with the Hotel Emergency and
Evacuation procedures
完全了解酒店的紧急预案及疏散程序。
To be well informed of specials of the day,
promotions, daily events etc.
了解特殊日子，推广及每日宴会等。
Ensure PAR level of amenities and restock daily.
确保相关物品库存量及库存标准。
To be fully conversant with manual Front Office
procedures to be used in the event of the Hotel’s systems being off-line
熟知在酒店系统瘫痪的情况下手工操作前台程序。
This position includes night shift work as well as
early and late shifts on a rotating basis
该职位需早，中及夜班轮班。
Ensure grooming within the department is in line with
the Hotel policy
确保部门仪容仪表与酒店规章相一致。
To actively promote the benefits of Hilton Honors to
all guests and patrons of the Hotel, adopting a proactive sales attitude.
积极主动地向所有客人推广希尔顿荣誉会。
Must know all Hotel products and services and actively
recommend to our guests
必须了解酒店产品和服务并主动向客人推荐。
Develop staff for future promotions through training,
cross exposure and continuous coaching and counselling
通过培训，交叉培训, 辅导及探讨规划员工的进一步发展。
Review work schedules of the Magic department
回顾客服中心的工作计划表。
Ensure that there is a thorough hand over at the
completion of each shift
确保每一班的完全交接。
Carries out administrative
duties of the department where required, including typing, printing, binding,
and filing.
如有需要，完成部门的行政任务，包括打字复印，装订等。
Keeps up to date and aware of competitor activities in
order to be informed.
了解并更新竞争对手的相关信息。
Any other duties assigned by Front Office Manager.
接受前厅经理委派的其他工作。
