前台主管/领班

1. Supervises front desk team members to insure smooth and efficient
operation during the assigned shift.
督促管理当值期间前台接待工作，确保提供优质高效的服务。
2. Communicates effectively both orally and in writing to provide clear
direction to team members. Assigns and instructs guest service agents in the
details of work Observes performance and encourages improvement.
与员工有效的沟通，提供明确指示，关注员工的表现并给予激励。
3. Uses creative management skills to solve guest and team member problems
. Ensures compliance with company standards to ensure consistent high quality
guest relations .
在遵循酒店规章制度，维持优质高效服务的基础上设法解决所有宾客及员工遇到的困难和问题。
4. Manages front desk , resolves guest concerns , handles emergencies and
other challenges that may occur during the assigned shift . Implements
resolutions by using discretion and judgment .
管理前台，用敏锐的判断力和决断力对当值期间的突发状况予以迅速解决。
5. Greets customers immediately with a friendly and sincere welcome , uses
a positive and clear speaking voice , listens to and understands requests ,
issues and situations from both guests and team members.Regular attendance in conformance
with the standards ,which may be established by Hilton from time to time , is
essential to the successful performance of this position. Due to the cyclical
nature of the hospitality industry , employees may be required to work varying
schedules to reflect the business needs of the hotel .
友好诚挚的问候，耐心倾听，沟通并解决所有宾客与员工的困难和问题。在团队中起到表率作用，能应酒店需求调整工作时间。
6. Supports and motivates front desk team members by leading by example and
employing competent and consistent management practices.
通过训练及一致的管理，领导和激励团队员工。
7. Actively takes part in training the team, supporting and leading formal
training sessions and focusing on the job training to ensure that all team
members are of the same standard. Also attends training where and when
required.
积极地参加职业培训,让员工保持水平一致。
8. Acts as a coach and mentor to team members, reinforcing standards and
expectations and motivating team members to strive for established targets.
做员工的导师，提高员工水平，促进他们完成所设立的目标。
9. Maintains discipline amongst team members, 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，人事指南的一致性，必要的时候提供培训。
10. Is involved with the development of high potential team members to
ensure that all team members are trained to progress 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。
11. Contributes to the hotel and team by sharing new ideas and suggestions
for improvements, being innovative and creative to provide quality service and
customer care to team members and guests.
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。
12. Responsible for the smooth induction and facilitation of training for
new team members, ensuring that they are trained to the minimum level standard
and that they can competently complete their 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。
13. Creating a warm and welcoming arrival for guests, ensuring that they
feel 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。
14. Checking-in guests in accordance with their reservation details,
ensuring that the registration card is completed, reservation information
confirmed, Hilton Honors Number inquired,
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，确保入住登记表的完整性及付款方式安全有效。
15. Ensuring that guests are escorted to their room that the hotel
facilities and room features are explained, and that luggage 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。
16. Handles complaints promptly and efficiently, taking the necessary
action, and informing tr he Manager on Duty or Guest Service Manager for follow
up, where appropriate. Follows up with 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，适当的时候告知酒店值班经理或宾客服务经理。回访客人，确保客人对解决方法满意。