礼宾部主管

1.
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。
2.
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中国地区其他希尔顿项目的基本概况。
3.
Communicates
effectively both orally and in writing to provide clear direction to staff.
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。
4.
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。
5.
Resolve customer
complaints by conducting thorough research of the situation and the most
effective resolution. Authorize revenue allowances to remedy problems only
after 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。
6.
Greets guests
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。
7.
Supports
and motivates Concierge 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。
8.
Prepare
and conduct daily pre-shift meetings, communicate effectively with all team
member and provide them with any information necessary to provide guest
service in accordance with Hilton Doubletree 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。
9.
Monitor
performance of team member with performance evaluations and discipline
issues. Make recommendations for training related issues when inconsistencies
develop at the Executive Floor Desk. 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.
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。
10. 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。
11. 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。
12. 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，HR指南的一致性，必要的时候提供培训。
13. 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。
14. 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。
15. 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。
16. 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。
17. 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。
18. 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. 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。
19. Ensures that the front desk is kept stocked and
maintained with requisitions and that par levels are maintained and stock
tracked.
确保日常设设施备用品的维护保养和必需库存，所有物品记录有序。
20. Adheres to the hotel selling strategy of Demand
Based Pricing and maintains rate integrity.
根据价格要求向客人提供相应物有所值的物品。
21. 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。
22. 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，确保所有收银员的现金帐目准确无误，收支平衡。
23. Adheres to the company credit policy at all times
when handling cash, credit card transactions, city ledger, providing currency
exchange services, 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，公司或第三方付费等服务时要严格遵守酒店规定。
24. Maintains safety deposit boxes, 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。
25. Manages costs effectively by minimizing and
controlling expenses.
控制花费，节约成本。
26. 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，确保客人感受到物有所值。
27. Supervises front desk staff 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。
28. Manages 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。
29.
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。
30.
Checks
Registration cards, meeting and function information, billing instructions,
financial records and reservation backup to ensure that all information received
is actioned upon.
核对入住登记表，会议及活动信息，预订备份等。
31.
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。
32.
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。
33.
Acts as
the first point of contact and liaison for VIP guests, ensuring that they are
treated personally and recognized as an individual.
作为VIP客人最先联系到的部门，要确保他们的个性化服务。
34.
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。
35.
Allocates
rooms in accordance with the guest's 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。
36.
Ensures
that guests profiles and information is input into the Police Report system
in a timely and accurate way.
确保宾客档案信息及时录入公安申报系统。
37.
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。
38.
Maintains
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。
39.
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。
40.
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。
41.
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。
42.
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。
43.
Handles
guest relocations as required.
帮助客人解决换房间事宜。
44.
Handles
complaints promptly and efficiently, taking the necessary action, and
informing the Guest Relations Manager 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。
45.
Monitor
Executive Floor traffic to make team membering adjustments accordingly.
维持行政楼层的秩序，根据需求进行人员调配。
46.
Prepares
the Executive Lounge for F&B service, monitoring service and preparation
areas to ensure cleanliness and presentation standards. Meets and greets
regular and normal guests during the service, ensuring satisfaction.
为行政楼层提供餐饮服务，监督管理使行政楼层随时都处于最佳状态。问候行政楼层的客人和常客确保客户满意度。
47.
Ensures
that the Assistant Front Desk and Guest Service Managers are kept aware and
up to date of operational issues.
汇报最新的工作进展，确保前厅副经理和宾客服务经理对部门营运状况的了解。
48.
Operation
of office equipment such as facsimile and photocopier as needed.
对行政楼层的设施设备和文具用品予以管理，如传真机，影印机等。
49.
Pre
Register all VIP’s and Hilton Hhonors Reservations so that the rooms may be
inspected, and at 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。
50.
Prepare
daily forecast of expected arrivals and departures using analysis and
judgment skills.
对已有数据进行分析整理，做好预抵和预离的报表。
51.
Responds
to inquires with accurate information regarding hours of outlet operation ,
directions to local attractions , or meeting rooms , car rentals and airline
shuttle service , etc ,according to individual needs.
快速精准的回答和应对客人提出的问题及要求，其中包括各消费场所的营运时间，景区景点指南，租车服务及机场接送服务等。
52.
Arranges
and confirms recreation , business and dining activities both inside and
outside the hotel . Promptly responds to requests for dentists , doctors
,child care , florists , etc.
代客预订店内及店外的餐厅和娱乐场所。为医疗保健，托婴，送花等服务提供协助。
53.
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。
54.
Ensures
that the concierge team correctly carries out ticket reconfirmation, tour
bookings and makes guest reservations when required.
确保根据不同需求为宾客提供票务信息确认，旅行预定等服务。
55.
Remains
calm and attentive especially during heavy hotel activity and emergencies .
Listens and responds to guest inquires using a positive , clear speaking
voice . Answers questions and offers assistance giving accurate information
regarding outlet hours , other hotel services , directions to local
attractions or function rooms ,car rentals , air line shuttle service ,etc.
能成着冷静的应对各种突发情况。熟知酒店各营运场所的营业时间，为客人提供旅游向导，租车，订票等各种服务。
56.
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。
57.
Ensures a
prompt departure for all guests by ensuring that their luggage is brought
from their rooms promptly when requested or offered assistance when in the
lobby. Also to ensure that all guests are offered to make arrangements for
transportation and that they are invited back and farewell.
如有需要，帮助客人拿取行李，确保客人及时办理离店，安排运送，同时欢迎他们再次光临。
58.
Handles
and stores guests luggage in a safe and secure, organized and systemized way.
有条理的安放和储存客人的行李并确保安全。
59.
Responsible
for ensuring that the lobby appearance is neat and tidy, and that public
areas are called when necessary. Responsible for ensuring that hotel material
and information is stocked and available for guests.
确保大厅的整洁卫生，及常用客用资料和物品等的补充更新。
60.
Handles
and delivers messages, receives and distributes packages, and the daily post
and correspondence of both guests and the hotel
确保礼宾部准确的信息传递，保证酒店和宾客每日包裹邮件的正常收发。
61.
Responsible
for managing guest airport transportation, ensuring pick-ups and drop-offs
are completed on time and the most effective use of the drivers time is made.
为客户提供机场接送服务并最大效率的安排司机的工作时间。
62.
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。
63.
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。