行政楼层经理

1. Completes the registration process by inputting and retrieving information from a computer system , confirming pertinent information including number of guests and room rate . Makes appropriate selection of rooms based on guest needs . Codes electronic keys . Non –verbally confirms the room number and rate . Promotes and administers Hilton Marketing programs such as Hilton Honors , for arriving guests . Ensures guests knows location of room , containing room keys , tokens of our appreciation ,gifts , etc ,to guest .
根据预订优质快速的为客人办理入住手续，确认相关信息，如:房价，人数等，依客人喜好予以排房。向客人介绍酒店各种宣传促销活动及推销希尔顿荣誉客会给非会员，吸引新会员的加入。指引去房间的方向并解释房卡的使用方法，向客人分发礼物等。
2. Ensures rooms and services are correctly accounted for within guest statement Properly accounts for service provided by the hotel. Assists guests with check out payments or charges . Accepts and records vouchers, credit, traveler’s checks and other forms of payment , converts foreign currency at current posted rates .
确保入住期间的各项需求能有效满足，帮助客人办理外币兑换及结帐手续。接收现金，信用卡，旅行支票，公司或第三方付费等付款方式。
3. Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice , listens to understands requests , responds with appropriate action and provide accurate information such on outlet hours , special VIP programs , events , etc .
热情友好的问候客人，对客人的合理需求予以积极恰当的回应。准确提供各种信息如：酒店营业场所的营业时间及VIP促销计划等。
4. Receives special requests from guests , and responds appropriately or forwards requests to appropriate team members for decisions and actions.
对自己权限范围内不能予以解决的问题和需求，及时反馈给相应部门和人员予以解决。
5. Promptly answers the telephone and email inquires . inputs messages into the computer and advises other team members of special guest needs . retrieves messages and communicates the content to the guest . Retrieves mail , packages and facsimiles or other special items for customers as requested .
礼貌的接听所有来电，及时恰当的处理各种邮件、传真和包裹，对于客人的特殊要求予以交接班。
6. Fields guest complaints , conducting thorough research to develop the most effective solutions and negotiate results . Listens and extends assistance in order to resolve problems such as price conflicts , insufficient heating or air conditioning , etc . Remains calm and alert especially during emergency situations and heavy hotel activity . Plans and implements detailed steps by using experienced judgment and discretion .
成着冷静的应对和处理各类客人投诉，如：客人对价格不满，空调或供暖系统的不足等。
7. Takes an active role in the team by being kind, cooperative, helpful and never forgetting the person behind the guest.
积极的工作，友好的为客人提供服务。
8. Actively takes part in training where and when required, attending formal training sessions and on the job training to ensure standards and develop skills and abilities.
积极参加所需的各种培训，提高工作能力。
9. 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。
10. Takes an active role in the Executive Floor team, ensuring effective communication and working as a team in order to reach goals and targets.
在团队中起到积极作用，有效的沟通，确保达到目标。
11. 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。
12. Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, HHonours and Frequent Flyer Number enquired 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。
13. Ensuring that guests are escorted to their room and 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。
14. Handles complaints promptly and efficiently, taking the necessary action, and informing the 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，适当的时候告知宾客服务经理。回访客人，确保客人对解决方法满意。
15. Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.
维护顾客档案和信息，确保预订的有效性和准确性。
16. Ensures that VIP guests are treated personally and recognized as an individual.
确保VIP客人个性化服务待遇。
17. Assists the Guest Service Manager by blocking rooms according the guests preferences.
协助宾客服务经理按客人喜好分配房间。
18. Prints Welcome letters and for 1st time stay HHonours guests, arranges welcome cards and ensure that they are placed in guest rooms or handed over at the time of arrival.
打印希尔顿荣誉客会会员卡，并确保欢迎卡及时置于会员入住的房间。
19. Coordinates with Amenity Butlers to arrange in-room amenity set-ups according to VIP level and for special occasions – ie. Birthday’s and Honeymoon’s.
为VIP客人或特殊场合安排活动，例如：过生日和度蜜月的宾客。
20. Facilitate the operation of the VIP gift amenity menu, by offering it to guests, and ensuring that VIP’s receive their chosen amenity item.
提供VIP宾客礼遇的单页，确保宾客享用到所有礼遇。
21. Liaises with Sales, Reservations and the Business Development team to handle corporate guests.
协销售，预定和业务发展团队共同为公司客人提供服务。
22. Promotes and drives enrollment for Hilton HHonours and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonours members receive personal and professional service that recognizes them as important guests and that their benefits are received.
引入新的荣誉客会会员，确保会员应得利益，为会员提供优质专业的服务。
23. Provides extra services for VIP guests including offering refreshments, cold towels and other courtesies upon arrival.
为VIP宾客提供额外的服务，包括点心，饮料，毛巾等。
24. Carries out ticket reconfirmation, tour bookings and makes guest reservations when required.
如有需求，协助客人完成机票确认和旅行预订等。
25. Ensures a prompt and efficient departure, by settling guests accounts as per billing and reservation instructions and ensuring that all guests folios are correct.
确保所有帐单消费的准确性，为客人提供高效快捷的结帐服务。
26. Inputs information in to OnQ system regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other team members.
将准确完整的信息录入酒店管理系统，以便大家分享。
27. Applies Hilton Brand Standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.
遵循希尔顿品牌标准。
28. Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International and other Hilton properties in China.
掌握希尔顿酒店集团及希尔顿在中国其他项目的基本概况。
29. Is up to date with information on facilities, attractions, places of interest, sights and activities in and around hotel..
了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。
30. Ensures that the overall appearance of the Executive lounge is neat and tidy at all times.
确保行政酒廊的整洁。
31. Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and .IT
与餐饮部，客房部，工程部，IT等进行有效的沟通。
32. Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken.
对酒店设施设备的非正常运转予以及时报告，并跟进直至问题解决。
33. Prepares the Executive Lounge for F&B service, monitoring service and preparation areas to ensure cleanliness and presentation standards.
为行政酒廊提供餐饮服务，监督管理使行政酒廊随时都处于最佳状态。
34. Ensures that the Excutive Floor Manager is kept aware and up to date of operational issues.
汇报最新的工作进展，确保行政楼层经理对部门营运状况的了解。
35. Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Attends daily briefings, shift handovers, meetings and reads the log book on a daily basis.
确保信息的有效传递，尚未完成的事情逐一移交至有关人员，让宾客满意。参加日常例 会及其他会议。
36. Ensures that the day-to-day functions of the Executive Lounge are completed. Including but not limited to checklist, trace reports, credit limit checks, and online back-up.
确保完成行政酒廊每日的任务，其中包括但不仅限于工作的监督，房间分配，报告，信用额度核对，电脑数据备份及主帐的核对等。
37. Monitors inventory of the Executive Lounge’s stock to ensure that all items provided to guests are returned and are accounted for.
对所有行政楼层客用物品予以管理，确保状态完好，租借的各种物品得以及时返还。
38. Checks Registration cards, meeting and function information, billing instructions, and reservation backup to ensure that all information received is actioned accordingly.
核对入住登记表，会议及活动信息，预订备份等。
39. Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. Takes part in the fire team when and where directed.
按照健康安全，危机管理部门，灾难处理方法，救火程序执行。必要的时候加入救火。
40. Adheres strictly to standard cash handling procedures, ensuring to balance float and drop the required amount. Manages cash, credit card, city ledger, voucher and all other forms of payment correctly.
严格遵守现金收付手续，收取现金，信用卡，转帐，代金券等。
41. Adheres to the company credit policy at all times when handling cash, credit card transactions, city ledger, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.
收取现金，信用卡，代金券，公司或第三方付费等服务时要严格遵守酒店规定。
42. Provides safety deposit boxes to guests, ensuring that guests valuables are safe and secure at all times.
为客人提供保险箱，保证他们的财物安全。
43. Follows up on outstanding accounts to ensure no loss of revenue and secures method of payment for upcoming reservations.
跟进担保预订及付款方式，确保酒店收入。
44. Maintains the efficiency of departure by checking all guests folios to ensure accuracy of charges.
确保所有帐单消费的精准性，为客人提供高效快捷的结帐服务。
45. Upsells rooms to higher room and rate categories, ensuring the maximum revenue generation from each guest.
促销高价房，确保利润最大化。
46. Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring the guests receive value for money and adhering to Hilton Brand Standards.
抓住商机，用合理的方式提高酒店收入，确保客人物有所值。
47. Attempt to communicate with guest in guest’s native language , if applicable .
如有可能用客人的母语与其交流。
48. Remains calm alert , especially during emergency and heavy hotel activity , and resolve complications such as location changes or credit issues .
沉着冷静应对各种突发问题，如换房，信用额度等。
49. Adhere to the hotel’s security and emergency policies and procedures.
坚持酒店安全制度、紧急情况处理规定和程序。
50. To ensure that all team members have a complete understanding of and adhere to the Hotel’s Team member Rules and Regulations. 确保员工充分的理解并遵守员工手册内容。
51. The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.
如有必要，该部门有权更改或补充该职位描述。
52. Carries out any other reasonable duties and responsibilities as assigned.
完成任何其他合理的职责和被指派的职责。