工作职责：
康莱德礼宾在整个酒店中履行最重要的职能。是负责酒店大堂和前厅部的重要部分—康莱德礼宾是第一个也是最后一个与客人互动的人—真正代表酒店和品牌标准的大使。从客人抵达—为客人开车门—康莱德礼宾就成了酒店的门面。从最初的欢迎,协助行李和护送到前台或行政楼层为客人办理入住并送至房间,康莱德礼宾持续高效的去了解客人,这样有意义的信息和建议会让客人留下更多的灵感。登记入住流程和前厅部的所有流程都是经过精心设计的，以便与每位客人进行更长时间的交谈，以建立与每位客人的关系。在整个客人入住期间，康莱德礼宾将寻找机会继续与他们服务过的客人互动，通过观察和互动所得到信息的基础上，为客人入住过程增添更多的价值和个性化。做一个好的倾听者，在客人入住的整个过程中任何细小的细节，都应该被注意并用来提高客人入住体验。所有的想法都应该必须跟进，以超越客人的期望。作为康莱德礼宾主管更需要以身作则，为员工树立榜样，引导员工主动协助客人以确保我们的服务能够一直满足并超越客人的期望。
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。
任职资格：
Required Qualifications必要的资历要求：
1. Basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
优越的数据理解性，能对日常营运的数据给予合理恰当的解释。
2. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.
擅长于处理宾客关系，能快速有效的应对各种问题。
3. Ability to work under pressure and deal with stressful situations during busy periods.
能在强压下胜任工作。
Preferred Qualifications 更高的资历要求：
1. 2 or 3 years of related working experience prefered.
两至三年相关工作经验者优先。
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