【岗位职责】 1、负责行政楼层的日常运营管理工作，确保为VIP客人提供高品质的专属服务体验 2、督导行政楼层员工的服务流程执行，定期进行服务标准培训与质量检查 3、处理行政楼层客人的特殊需求及投诉，及时解决服务过程中的突发问题 4、协调前厅部、客房部等部门，保障行政楼层设施设备处于运营状态 5、制定行政楼层服务创新方案，持续提升客户满意度和忠诚度 6、负责行政酒廊的餐饮服务监管，确保食品卫生标准及出品质量 7、定期分析行政楼层运营数据，提出收益管理优化建议 【岗位要求】 1、具备酒店管理或相关领域专业知识，熟悉高端酒店服务标准与流程 2、优秀的客户服务意识，能妥善处理高端客人的个性化需求 3、较强的团队管理能力，有带领5人以上服务团队的经验 4、出色的沟通协调能力，能与多部门高效配合 5、具备敏锐的观察力，能及时发现并解决服务环节中的问题 6、流利的普通话表达能力，掌握基础英语会话能力者优先 7、能适应弹性工作制，包括周末及节假日值班安排

Provide guidance and leadership as the Executive Lounge Supervisor andensure consistent quality of customer service is provided to all guests inaccordance with by Hilton standard. 管理行政酒廊，对日常工作予以指导，为宾客提供一致高效的服务。         Observe performanceand encourage improvement. Monitor Executive Lounge traffic to make membering adjustmentsaccordingly. 关注员工的表现并给予激励。维持行政酒廊的秩序，根据需求进行人员调配。       Manage ExecutiveLounge operations by completing a checklist of important daily tasks,determining room and rate availability and making decisions that are in thebest interest of the hotel. Assist Guest Service Agents, Operators, BellAttendants and other departments with any questions or requests. 监督行政酒廊的运转，日常工作的完成，争取利润最大化。在前台接待，康莱德服务中心接线员，行李员及其他team部门有需要时予以协助。       Resolvecustomer complaints by conducting thorough research of the situation and themost effective resolution. Authorize revenue allowances to remedy problems onlyafter alternative solutions have been offered. 在彻底了解事件发生经过的情况下解决客人投诉，在对提供多种解决方案仍无法解决投诉的情况下予以一定的收益补偿。      Prepare andconduct daily pre-shift meetings, communicate effectively with all team memberand provide them with any information necessary to provide guest service inaccordance with Hilton standards. 主持日常例会，及时将希尔顿服务标准，对客服务的相关信息做有效传递。         Monitorperformance of team member with performance evaluations and discipline issues.Make recommendations for training related issues when inconsistencies developat the Executive Lounge  Desk. Regularattendance in conformance with the standards, which may be established byHilton from time to time, is essential to the successful performance of thisposition. Dueto the cyclical nature of the hospitality industry, employees maybe required to work varying schedules to reflect the business needs of thehotel. 对员工表现作出评估，不足之处予以指出并给予恰当培训。在团队中起到表率作用，能应酒店需求调整工作时间。              Supports and motivates front desk teammembers by leading by example and employing competent and consistent managementpractices. 通过训练及一致的管理，领导和激励团队员工。 做队员的导师，提高员工水平，促进他们完成所设立的目标。    Maintains discipline amongst teammembers, ensuring consistency in accordance with the team member handbook,Chinese Labour Law and HR guidelines. 确保员工手册，中国的劳动法，HR指南的一致性，必要的时候提供培训。       Is involved with the development ofhigh potential team members to ensure that all team members are trained toprogress to the next level of their career. 培训部门高潜能员工，促进工作水平的提高及进一步的职业规划。       Contributes to the hotel and team bysharing new ideas and suggestions for improvements, being innovative andcreative to provide quality service and customer care to team members andguests. 致力于酒店工作，为酒店发展提供创造性的建议，为顾客和整个团队提供高品质服务。       Responsible for the smooth inductionand facilitation of training for new team members, ensuring that they aretrained to the minimum level standard and that they can competently completetheir job and that they know what is expected of them. 简单易懂的培训新员工，使其尽快达到胜任工作的最低标准,了解公司的期许与要求。                Expected and immediately“at-home” when they arrive. 为顾客提供热情周到的服务，有宾至如归感。       Checking-in guests in accordance withtheir reservation details, ensuring that the registration card is completed,reservation information confirmed, Hilton honors and Frequent Flyer Numberenquired about, and method of payment secured. 依照预订为客人办理入住，核对预订信息，希尔顿荣誉客会号及航空公司会员号，确保入住登记表的完整性及付款方式安全有效。       Ensuring that guests are escorted totheir room that the hotel facilities and room features are explained, and thatluggage is delivered in a prompt manner. 将客人送至客房，介绍客房布局，确保行李及时送达。        Handles complaints promptly andefficiently, taking the necessary action, and informing the Guest RelationsManager or Guest Service Manager for follow up, where appropriate. Follows upwith all guests to ensure satisfaction with problem resolution. 采取必要行动，及时有效的处理顾客的不满，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意。    Maintains awareness of guest’s profileand specific preferences, ensuring that they are acted upon for eachreservation. 维护顾客档案和信息，确保预订的有效性和准确性。     Acts as the first point of contact andliaison for VIP guests, ensuring that they are treated personally andrecognized as an individual. 作为第一个VIP客人接待的部门，要确保客人得到个性化服务。     Liaises with Sales, Reservations and theBusiness Development team to handle corporate. 协销售，预定和业务发展团队共同为公司客人提供服务。      Promotes Hilton honors and itsassociated benefits to guests who are not already enrolled in the program.Ensures that existing Hilton honors members receive personal and professionalservice that recognizes them as important guests and that their benefits arereceived.     Allocates rooms in accordance to theguests reservation, preference and remarks, maintaining a systemized and salesfocused approach to room inventory management. 按照客人的预定或喜好安排房间，并做详细目录管理。