【职位描述】
With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
The Operator Supervisor organizes and coordinates services to ensure that each customer experiences a memorable stay from arrival, during the stay, through to departure, in line with Hilton and the hotel policies and procedures.
What will I be doing?
As the Operator Supervisor, you will be responsible for performing the following tasks to the highest standards:
• Actively seeking verbal feedback from customers and team members at every opportunity.
• Agree on and implement actions to make improvements to customer service.
• Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
• Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the related Communication Manager / Guest Service Manager.
• Handle complaints promptly and efficiently, taking the necessary action and informing the Communication Manager / Guest Service Manager to follow-up where appropriate.
• Follow-up with guests to ensure satisfaction with problem resolution (service recovery).
• Maintain guest history records to assist with returning guests.
• Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
• Be available to assist on duty in the hotels during any busy days or special events.
• Be proactive towards customers, assisting them with any reasonable requests, and training all team members to see these things before the customers ask.
• Handle all internal and external guest enquiries promptly with minimal delay, directing them to the correct parties with which they wish to speak to and provide information where necessary.
• Effectively manage all hotel communications, telephone, fax, mail, in a prompt, courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel.
• Be up to date with information on facilities, attractions, places of interests, sights and activities in and around the hotel.
• Handle and deliver all messages in a private and confidential manner, ensuring privacy for guests and ensure that the messages are received and delivered clearly, accurately and in a timely manner.
• Provide and ensure that all team members provide on time wake-up call services for hotel guests.
• Knowledgeable of Hilton’s departmental standards and run the Communication Centre as a MAGIC Centre according to brand standards, explaining standards to the team, assess their performance against these standards and monitor standards through regular standards review checks.
• Familiar with operating the telephone, FCS, OnQ PM and Micros system.
• Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.
• Take on an active role in the Guest Service Centre.
• Transfer all internal and external guest calls to the appropriate parties correctly, with minimal delay.
• Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service, implementing and following through with improvements identified.
• Manage all equipment and be familiar with the system and functions, resuming the role as the person in charge of the section during the absence of the Communication Manager.
• Describe, assign and delegate duties and authorities for the operation of the department at all times.
• Understand what’s going on in other departments and its implication for your own department.
• Plan ahead and ensure adequate resources are available.
• Coordinate with Housekeeping and Engineering department to ensure cleaning is followed-up, ensuring that follow-up procedures are maintained.
• Communicate effectively with the F&B and Kitchen teams to ensure in-room dining quality and effectiveness.
• Be completely familiar with all emergency procedures and the fire system, ensuring that all Communication Centre team members are familiar with the procedures too.
• Ensure the shift is reviewed, and handovers and briefings are carried out.
• Maintain in-depth technical knowledge and skills required for the job.
• Maintain guest histories to assist with returning guests.
• Attend and participate in regular operational and hotel meetings.
• Carry out any other reasonable duties and responsibilities as requested by the Communication Manager.
• Understand the goals of the hotel and the department’s role in achieving them, communicating the goals to the team.
• Set and agree to departmental objectives for self and team, representing the needs of the team to others in the hotel and getting members of the team to work cooperatively with others.
• Keep the team up to date about departmental, hotel and company activities through regular communication meetings and memos including special events and promotions in the restaurants and bars.
• Take on an active role in the team, ensuring effective communication and work as a team in order to reach goals and targets.
• Be aware of potential highs and lows in the business.
• Create and implement sales promotions and team member incentives as per discussion with the Communication Manager.
• Create an environment where “everyone sells”.
• Complete regular financial and operating reports, as required or requested by the Communication Manager.
• Forecast potential costs.
• Follow company control procedures, controlling costs without compromising standards.
• Communicate relevant financial information to the team, analyze and explain any financial variance against plan.
• Understand the quantity and quality of people needed to operate the department.
• Ensure that new recruits have all relevant information before commencing employment.
• Plan and ensure that departmental orientation is carried out.
• Ensure that standard training and assessments are carried out.
• Regularly review individual and team performance against objectives and provide feedback.
• Develop and implement department training plans to meet business needs.
• Review and evaluate all training activities.
• Carry out annual appraisals in accordance with legal and hotel guidelines, assisting the Communication Manager with all team members and identify individual training needs.
• Introduce appropriate product knowledge courses for team members.
• Participate in trainer programs, providing structured training to people starting careers in the hospitality industry.
• Understand relevant Health & Safety legislations and their implications on the department’s operation.
• Communicate to the team their responsibilities within Health & Safety, ensuring that safe and healthy working practices are implemented at all times.
• Maintain personal presentation to hotel and Hilton standards.
• Ensure that all reporting and servicing deadlines are met on a timely basis.
• Adhere to the hotel’s security and emergency policies and procedures.
• Carry out any other reasonable duties and responsibilities as assigned.
• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
作为总机主管，您将应以最高标准完成以下任务:
积极地寻找获取客人和员工的反馈意见的每一个机会。
同意并实施以行动去提高对客服务的质量。
向每一位客人介绍希尔顿荣誉客会以及其优惠政策。尽可能的招募更多的客人加入希尔顿荣誉客会。认知会员客人，确保希尔顿荣誉客会会员客人收到个性化、专业的服务以及相应的优惠政策。
以明确地的态度、正确地对待和处理客人投诉和反馈意见，跟进并向客服中心经理或宾客服务经理报告，并从中学习。
必要时及时有效的处理客人的投诉，知会客服中心经理或宾客服务经理继续跟进并回访客人，确保客人对解决方法满意（服务补救）。
记录保持客人历史记录，以便更好地给再次入住的客人提供优质的服务。
确保所有的客人要求和问题都迅速和有效地响应和处理，同时在每日高峰期的时候给予他人帮助。
在忙碌时期或者特殊时期可以对酒店的营运进行协助管理。
积极主动的面对客人，协助他们接近合理的需求，培训所有员工提前预知客人要求。
及时地接听、回答国内外客人的询问，正确地转接电话并向客人提供所需信息。
有效的管理酒店内电话，传真，邮件等的交流，让客人觉得受到该酒店的欢迎。
了解周边地区的最新信息，名胜，风景地等，为顾客提供方便。
及时清楚的处理信息，保证客人的隐私。
提供并确保所有成员为在店客人提供按时的叫醒服务。
掌握希尔顿品牌标准的详细内容。按照品牌要求管理客服中心。
熟悉电话系统，OnQ PM系统，FCS系统以及Micros系统的操作。
积极的工作，友好的为客人提供服务。
在客服中心的团队中扮演积极的角色。
及时准确的为国内外宾客转接电话。
准确及时的为客人传递信息，确保顾客隐私。
有能力向团队解释标准的要求。
根据标准，对员工的行为进行评估。
监督各个标准的执行情况，定期的对各个标准进行回顾检查。
执行和发展行动计划，在影响对客服务之前，完善和识别标准要求里面的不足之处。
实施和跟进可被识别的可提高之处。
管理所有设备，熟悉设备内部系统及功能。当客服中心经理不在时，担当管理者。
描述、分配和分派工作任务，永远以部门的营运要求为依据。
了解其他部门的情况并把相关的内容导入本部门。
提前计划和确保有充足的可用资源。
与客房部、工程部协调，以确保在施工之后清洁得以跟进。确保跟进程序的实施。
积极地和餐饮部和厨房确保送餐服务的质量和效率。
全面熟悉应急程序和防火系统。并确保客服中心所有成员完全熟悉此程序。
确保各个轮班认真做好交接，以及执行每日的例会。
彻底深入地掌握工作要求的工作知识和技能。
记录保持客人历史记录，以便更好地给再次入住的客人提供优质的服务。
出席和参加定期的营运部门和酒店的会议。
根据客服中心部经理的要求，执行其他合理的责任和任务。
明白酒店和部门的目标并实现它们。
与团队针对目标进行沟通。
建立且同意部门给自己和团队制定的目标。
向其他酒店述求团队的需要。
促使团队成员之间团结协作。
保证团队能一直获取部门、酒店和公司的最新的活动信息，通过定期的沟通会议和备忘录。这包括了餐厅和酒吧的特殊的会议和促销活动。
在客服中心团队中扮演积极角色，有效的沟通，确保达到目标。
具备商业潜在的高峰和低谷意识。
在和客服中心经理沟通的前提下，制定且贯彻实施促销行动和员工激励活动。
创造一个“全员销售”的环境。
根据客服中心经理的要求，完成定期的财务和营运报告。
预测潜在的成本。
跟进公司的成本控制程序。
在让步的前提下，控制成本。
把相关的财务信息告知员工和员工沟通。
分析和解释与计划不一致的财务差异。
明白部门运营所要求的员工的数量和质量。
确保在新的员工正式成为雇员之前，已经获取其所有相关信息。
计划并确保部门的简介培训得以实施。
确保标准的培训和评估得以实施。
定期地回顾个人和团队的表现，评估其是否与目标和假设情况一致。
发展和改善部门的培训计划已达到业务要求。
回顾和评估所有的培训活动。
依据法律和酒店的规定，协助客服中心经理与所有的员工和进行年度的评估，并确定个人的培训需求。
向员工介绍产品知识，进行相关的培训课程。
参加培训员计划和活动，提供系统的培训给刚加入服务行业的员工。
明白营运部门相关的健康和安全法律及其含义。
向员工讲解他们对于健康和安全的职责。
确保所有的工作实践一直都在安全和健康的前提下进行。
根据酒店及希尔顿集团标准保持个人形象。
保证按时完成各项报告及上级分配的各项工作。
坚持酒店安全制度、紧急情况处理规定和程序。
如有必要 ，该部门有权更改或补充该职位描述。
完成任何其他合理的职责和被指派的职责。
【任职要求】
What are we looking for?
An Operator Supervisor serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
• Minimum 2 years of experience in the same position in a 5-star international branded hotel or comparable industry related experience.
• Understand basic spoken English to meet business needs.
• Maintain a high customer service focus by approaching your job with the customers always in mind.
• Positively impact, take personal responsibility and initiative to resolve issues, communicating clearly with both customers and colleagues.
• Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve personal performance.
• Maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.
• Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
• Good organization and coordination skills.
• Strong sense of responsibility and self-motivation.
• Patient and responsible to solve all problems.
• Able to maintain excellent relations with team members.
• Able to work under great physical and mental pressure.
• Actively promote the services and facilities of Hilton brands to guests and suppliers of the hotel.
• Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
• Familiar with computer systems preferred.
两年以上国际五星级酒店同等岗位工作经验或相关领域同等经验
客人是工作的中心。
会说基本英语口语。
保持一个积极的态度，履行个人的职责和主动权去解决问题，永远和你的客人和员工进行清晰明了的沟通。
目的明确地，坚定地，热情洋溢地执行所有工作任务，把握时机去学习新的工作技巧和知识，以改进和提高你个人的绩效。
灵活性地，积极地进行反应，清晰明确地改变职位需求，这包括一些工作对你工作表现的要求。
展示团结协作和支持同事达成团队目标。
贡献自己的观点和意见，强化酒店操作运作的、环境周围的的程序。
具有较强的组织协调能力。
强烈的责任感及自我激励能力。
有耐心，高度责任感并且积极的应对各种问题。
所有员工保持良好关系。
能够承受工作压力.
积极地推销希尔顿酒店的服务和设施给客人和酒店的供应商。
以确保你的安全和你工作场合里其他人的安全为前提，执行和完成所有的工作职责和任务。
能熟练操作电脑系统着优先。
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
