行政楼层主管

Provideguidance and leadership as the Executive Lounge Supervisor and ensureconsistent quality of customer service is provided to all guests in accordancewith 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。
1. Observe performanceand encourage improvement. Monitor Executive Lounge traffic to make team memberingadjustments accordingly.
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。
2. 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，行李员及其他部门有需要时予以协助。
3. 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。
4. 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。
5. 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。
6. Supportsand motivates front desk team members by leading by example and employingcompetent and consistent management practices.
通过训练及一致的管理，领导和激励团队员工。
7. Activelytakes part in training the team, supporting and leading formal trainingsessions and focusing on the job training to ensure that all team members areof 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. Actsas a coach and mentor to team members, reinforcing standards and expectationsand motivating team members to strive for established targets.
做队员的导师，提高员工水平，促进他们完成所设立的目标。
9. Maintainsdiscipline amongst team members, ensuring consistency in accordance with theteam 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。
10. Isinvolved with the development of high potential team members to ensure that allteam 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. Contributesto the hotel and team by sharing new ideas and suggestions for improvements,being innovative and creative to provide quality service and customer care toteam 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. Responsiblefor the smooth induction and facilitation of training for new team members,ensuring that they are trained to the minimum level standard and that they cancompetently 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. 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-inguests in accordance with their reservation details, ensuring that theregistration card is completed, reservation information confirmed, Hiltonhonors 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。
15. Ensuringthat guests are escorted to their room that the hotel facilities and roomfeatures 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. Handlescomplaints promptly and efficiently, taking the necessary action, and informingthe Guest Relations Manager or Guest Service Manager for follow up, whereappropriate. Follows up with all guests to ensure satisfaction with problemresolution.
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。
17. Maintainsawareness of guest’s profile and specific preferences, ensuring that they areacted 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。
18. Actsas the first point of contact and liaison for VIP guests, ensuring that theyare treated personally and recognized 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。
19. Liaiseswith Sales, Reservations and the Business 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。
20. PromotesHilton honors and its associated benefits to guests who are not alreadyenrolled in the program. Ensures that existing Hilton honors members receivepersonal and professional service that recognizes them as important guests andthat 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。
21. Allocatesrooms in accordance to the guests reservation, preference and remarks,maintaining a systemized and sales focused approach to room inventorymanagement.
按照客人的预定或喜好安排房间，并做详细目录管理。
22. Ensuresthat guests profiles and information is input in to the Police Report system ina timely and accurate way for the whole shift.
确保所有宾客档案信息及时准确录入公安申报系统。
23. AppliesHilton Brand Standards in each and every action, acting as a role model andexample of how the standards should be carried out in a practical setting.
遵循希尔顿品牌标准。
24. Hasknowledge of the hotels facilities and services as well as basic knowledge ofHilton, MEAP & other properties in China.
掌握希尔顿酒店集团的基本概况。
25. Isup 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。
26. Ensurescommunication, coordination and cooperation between the front desk and other operatingdepartments, specifically Housekeeping, F&B and Accounts.
确保前台和其他部门间的沟通交流，特别是客房部，餐饮部和财务部等。
27. Preparesthe Executive Lounge for F&Bservice, monitoring service and preparation areas to ensure cleanliness andpresentation standards. Meets and greets regular and normal guests during theservice, ensuring satisfaction.
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。问候行政酒廊的客人和常客确保客户满意度。
28. Maintainsthe hotel systems to ensure accuracy of information and data, and that it iseasy to use and operated in an organized and systemized way. Also Ensures thatthe Front Desk equipment and systems are functioning at all times, and that thearea is maintained in a clean, tidy and organized way.
维护酒店电脑系统信息数据的准确性，便于系统操作，确保前台运营设备的正常运转以及工作区域的整洁清洁。
29. Passeson information effectively, ensuring that all necessary details arecommunicated to the intended person and that any pending action is completedand guest satisfaction confirmed. Conducts daily briefings, shift handovers,attends meetings and effectively communicates information to team members.
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。
30. Ensuresthat the Executive Lounge Manager and FOM are kept aware and up to date ofoperational issues.
汇报最新的工作进展，确保行政酒廊经理，前厅经理对整个部门营运状况的了解。
31. Ensuresthat the day-to-day functions of the Executive Lounge arecompleted. Including but not limited checklist, trace reports, credit limitchecks, online back-up, allocation of rooms, Lost Interface, Pay-Masters,Discount and rate discrepancies, and registration cards.
确保完成行政酒廊每日的任务，其中包括但不仅仅限于工作的监督，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。
32. ChecksRegistration cards, meeting and function information, billing instructions,financial records and reservation backup to ensure that all informationreceived is actioned upon.
核对入住登记表，会议及活动信息，预订备份等。
33. Completesreports where and when requested, ensuring that they are complete and deliveredon time to the respected party.
如有要求，提供完整的报告，并及时送至所需部门。
34. Ensuresthat the front desk is kept stocked and maintained with requisitions and thatpar levels are maintained and stock tracked.
节约成本，确保存货不浪费。
35. Keepsup to date and aware of competitor activities in order to be proactive andcreate market advantage.
警惕商业竞争行为，促进积极的市场发展。
36. Adheresto the hotel selling strategy of Demand Based Pricing and maintains rateintegrity by offering clear, transparent, and value for money rates to guests.
根据价格要求向客人提供相应物有所值的物品。
37. Complieswith Health & Safety, Emergency Management, disaster Manual, and Fireprocedures and regulations. In the absence of the Guest Relations Manager, is apart of the Fire Team ands takes action accordingly.
按照健康安全，危机管理部门，灾难处理方法，救火程序执行。在宾客关系经理不在场的情况下，参与救助行动。
38. Adheresstrictly to standard cash handling procedures amongst team members, ensuringthat all team members balance their float and drop the required amount.
严格遵守现金收付手续，确保所有行政酒廊接待的现金帐目准确无误，收支平衡。
39. Adheresto the company credit policy at all times when handling cash, credit cardtransactions, city ledger, providing currency exchange services, LPO and thirdparty payments for rooms, meetings, F&B and any other charges that may beincurred 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。
40. Maintainssafety deposit boxes, ensuring that guests valuables are safe and secure at alltimes.
为客人提供保险箱，保证他们的财物安全。
41. Followsup on outstanding accounts to ensure no loss of revenue and secures method ofpayment for upcoming reservations.
跟进担保预订及付款方式，确保酒店收入。
42. Maintainsthe efficiency of departure by checking all guests folios to ensure accuracy ofcharges.
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。
43. Managescosts effectively by minimizing and controlling expenses.
控制花费，节约成本。
44. Maintainsawareness of sales opportunities within the hotel, maximizing revenue in anethical and responsible manner, ensuring the guests receive value for money andadhering 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。
45. Complete daily checklistsof duties, to assure that appropriate reports are filed, and use analysis andjudgment skills when preparing room discrepancy report.
按程序完成日常工作，准备报表，对房价差异报表予以分析。
46. PreRegister all VIP’s and Hilton Hhonors Reservations so that the rooms may be inspected, andat the same time to ensure amenities are delivered to the correct Rooms.
做好VIP和希尔顿会员抵店前的准备工作，确保VIP礼物的及时摆放。
47. Preparedaily forecast of expected arrivals and departures using analysis and judgmentskills.
对已有数据进行分析整理，做好预抵和预离的报表。
48. Operationof office equipment such as facsimile and photocopier as needed.
对行政酒廊的设施设备和文具用品予以管理，如传真机，影印机等。
49. Respondpromptly to guest requests for a supervisor of manager.
对客人的合理要求予以快速恰当的反馈。
50. The managementreserves the right to change / extend this job description if necessary at anypoint 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。
51. Carries out any other reasonable duties andresponsibilities as assigned.
完成任何其他合理的职责和被指派的职责。