房控主管 Room Controller

【职位描述】
Position Summary职位概述
1. The Room Controller provides guest service as well as handles the set-up of daily reservations and check-in and check-out of guest according to standards established by Hilton Hotels Corporation.
主管根据希尔顿酒店管理集团的标准为客人提供服务，处理每日预定以及办理登记 及结账手续。
2. Assist the Duty Manager to monitor all aspects of daily operation
协助值班经理监管前台日常工作。
3. Corporate with other sections and departments to maintain standards both in service and function.
与其他部门保持良好的合作，确保服务及所行使职责符合集团标准。
4. Uses creative management skills to solve guest and team member problems. Ensures compliance with company standards to ensure consistent high quality guest relation.
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。
5. Allocates rooms in accordance to the guests reservation, preference and remarks, maintaining a systemized and sales focused 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。
6. 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。
7. 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。
8. 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。
9. 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。
10. Handles complaints promptly and efficiently, taking the necessary action, and informing the Guest Service Manager for follow up, where appropriate. Follow 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。
11. 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。
12. Acts as the first point of contact and liaison for Hilton Honors guests and VIP guests, ensuring that they are treated personally and recognized as an individual.
作为希尔顿荣誉会会员和VIP客人最先联系到的部门，要确保他们的个性化服务。
13. Liaises with Sales, Reservations and the Business Development team to handle corporate.
协助销售，预定和商业发展团队共同为客人提供服务。
14. Promotes 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。
15. Ensures communication, coordination and cooperation between the front desk and other operating departments, 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、财务部等。
16. Maintain the hotel systems to ensure accuracy of information and data, and that it is easy to use and operated in an organized and systemized way. Also Ensures that the Front Desk equipment and systems are functioning at all times, and that the area 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。
17. Passé 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. 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。
18. Ensures that the Assistant Front Office Manager and Duty Managers are kept aware and up to date of operational issues.
汇报最新的工作进展，确保前厅副经理和值班经理对部门营运状况的了解。
19. Ensures that the day-to-day functions of the front desk are completed. Including but not limited to Guest Services Manager’s checklist, trace reports, credit limit checks, online back-up, allocation of rooms, Lost Interface, Pay-Masters, Discount and rate discrepancies, and registration cards.
确保前台的日常管理，包括但不局限于工作的监督，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。
20. Checks Registration cards, meeting and function information, billing instructions, financial records and reservation backup to ensure that all information received is acted upon.
核对入住登记表、会议及活动信息、预订备份等。
21. Completes reports where and when requested, ensuring that they are complete and delivered on 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。
22. Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. In the absence of the Guest Relations Manager, is a part of the Fire Team ands takes action accordingly
按照健康安全、危机管理、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。
23. Adheres strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount.
严格遵守现金收付手续，确保备用金收支平衡和相应金额的投款。准确地管理现金、信用卡、挂帐、代金券及其他付账方式等。
24. 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、挂账、提供外币兑换、公司或第三方付费等服务时要严格遵守酒店信贷制度。
25. Maintains the efficiency of departure by checking all guest 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。
26. Handles guest relocations as required.
帮助客人解决换房间事宜。
【任职要求】
1. Demonstrated excellent People Management, Communication skill, selection and counselling skill
优秀的人员管理，沟通，甄选和协调能力。
2. Training skills certified by educational or training organisation
具有培训技能的资格认证。
3. Knowledgeable of Reception and Cashiering
完全了解前厅接待和收银的工作及相关知识。
4. Good at English, especially oral and written English.
良好的英语口语及书写能力。
5. Demonstrated strong leadership and supervisory skill.
较强的领导和督导能力。