岗位职责/职位描述 1、查看交班记录，了解上一班的移交事项，并负责处理； 2、熟悉预订资料，了解客情，尤其要记住即将来电的贵宾、常客的姓名，了解酒店的所有活动； 3、熟悉酒店有关客房销售的各项政策，向来店宾客推销客房； 4、熟悉前台各项专业业务和技能，搞好对客服务； 5、熟练掌握店内信息，提供准确的问讯服务； 6、负责为下榻酒店的宾客办理入住及退房手续； 7、负责客房钥匙的管理和发放工作并严格遵守验证制度； 8、制作有关报表，为其它部门提供准确的接待信息。 【岗位要求】 1、大专或以上文化程度优先，基础的英语口语； 2、性格开朗、头脑灵活、工作踏实，具有较强的服务意识、责任感； 3、熟练电脑操作

岗位职责 1、执行入住、退房和换房程序，确保根据酒店预订将各项数据输入酒店系统。 2、了解酒店所有的促销政策，如季节性促销。 3、处理客人的投诉、查询和要求，若无法提供协助，则将问题反映至上级主管解决。 4、尽量为客人提供高标准服务。 岗位要求 1、酒店管理、工商管理、英语或相关专业的大专学历或职业证书优先。 2、1年宾客/客户服务经验或与此相当的教育和工作经验结合的背景。 3、能用流利的英语从事前厅服务形象气质佳，精通电脑操作，具备较强的英文听说读写能力。 4、良好的沟通能力。

【岗位职责】 1、负责前台日常管理工作，负责接待员工作流程培训、监督，确保为宾客提供优质服务。 2、掌握客房预订情况，向部门经理报告重要团体和客人的订房情况，检查VIP通知单的发送情况，负责VIP接待工作的落实。 3、处理前台工作中的差错，处理宾客有关投诉。 4、负责前台财产、设备的使用管理和保养工作，及各类资料的收集、存档及管理工作。 5、检查每日的报表是否有误，并及时纠正。 6、建立体质良好的宾客关系，努力增加客房销售。 【岗位要求】 1、大专以上学历，有同岗位工作经验1年以上。 2、有良好的团队领导精神及执行力。工作认真负责，作风正派。 3、熟练掌握前厅部工作的各个环节和程序。 4、身体健康，品貌端正，气质高雅。 5、掌握酒店管理基础知识，善于同宾客交往、沟通，处理周到、果断，能独立处理各种投诉。

【岗位职责】 1、负责酒店前厅部的接待和管理工作，熟知前厅服务设施的功能，处于完好状态。 2、进行有关的市场计划分析制定部门工作计划，完成工作报告。 3、使客房达到最高出租率，获取最佳的客房收入。 4、督导下属部门主管，委派工作任务，明确岗位责任，随时调整工作部署。 5、保持良好的客际关系，能独立有效地处理宾客投诉。 6、协助酒店与更高一级领导处理突发事件。 【岗位要求】 1、大专及以上学历，有同岗位工作经验2年以上。 2、熟悉酒店前厅的经营管理工作，具有较强的工作责任感和敬业精神。 3、督导前厅各分部员工服务质量标准、操作流程标准并对前厅部各项工作实施全面监管。 4、有效贯彻、落实并完成部门制订的每月工作计划。 5、英语对话流利，有较强的协调管理能力，具有一定的销售能力。 6、全面掌握前台收银方面的财务基础知识，能处理日常服务环节中所涉及到的财务方面的问题。

【岗位职责】 1、查看交班记录，了解上一班的移交事项，并负责处理； 2、熟悉预订资料，了解客情，尤其要记住即将来电的贵宾、常客的姓名，了解酒店的所有活动； 3、熟悉酒店有关客房销售的各项政策，向来店宾客推销客房，努力争取更多的经济效益； 4、熟练总台各项专业业务和技能，搞好对客服务； 5、熟练掌握店内信息，提供准确的问讯服务； 6、负责为下榻酒店的宾客办理入住登记手续； 7、负责客房钥匙的管理和发放工作并严格遵守验证制度； 8、制作有关报表，为其它部门提供准确的接待信息。 【岗位要求】 1、流利的英语口语； 2、性格开朗、头脑灵活、工作踏实，具有较强的服务意识、推销意识和责任感； 3、通晓酒店各项对客政策、设施设备及服务种类以及总台工作程度和规范。

【岗位职责】 1、负责前台日常接待工作，包括客人入住、退房手续办理及问询服务 2、处理客房预订、变更及取消等业务操作 3、准确收取押金及房费，完成每日账目核对与交接 4、协调客房部、餐饮部等部门，确保对客服务衔接顺畅 5、处理客人投诉及突发事件，及时向上级汇报特殊情况 6、维护前台区域整洁及设备正常运转 7、完成上级交办的行政事务及报表统计工作 【岗位要求】 1、大专及以上学历，酒店管理、旅游管理等相关专业优先 2、3年以上高星级酒店前台工作经验，含1年以上领班经验 3、熟练操作Opera、MARSH 酒店管理系统 4、普通话二级甲等以上，具备基础英语会话能力 5、持有酒店职业英语等级证书者优先 6、具备较强的服务意识、应变能力及团队协作精神 7、有较强的抗压能力，能够适应倒班工作制,能够有较强的抗压能力。 8. 有酒店筹开和运营经验优先考虑。

【岗位职责】 1、负责酒店前台日常运营管理，监督前台员工执行服务流程与标准，确保高效、优质的客户接待体验。 2、协调处理宾客入住、退房、预订变更等事宜，及时解决客诉及突发事件，提升客户满意度。 3、制定前台排班计划，控制人力成本，并组织员工进行业务培训与考核，提升团队专业能力。 4、定期检查前台物资库存（如房卡、办公用品等），确保其充足，并协助财务完成账目核对与营收报表。 5、配合销售部门推广酒店会员及增值服务，收集宾客反馈，为优化服务流程提供建议。 【岗位要求】 1、中专及以上学历，年龄23-35岁，形象气质佳，普通话流利。 2、具有3年以上酒店前台作经验，其中至少半年主管或领班管理经验者优先。 3、熟悉酒店前台操作系统（如绿云、西软等）及基础办公软件，具备较强的沟通协调与应变能力。 4、工作责任心强，能适应轮班制，具备优秀的团队领导力和客户服务意识。 5、热爱酒店行业，能承受一定工作压力，有良好的职业操守与抗压能力。

【岗位职责】 1、全面负责前台日常运营管理，确保为宾客提供高效、专业、热情的入住、退房及问询服务。 2、督导前台员工严格执行酒店服务标准与流程，包括预订处理、证件录入、账务结算及行李协助等。 3、合理编排前台员工班次，做好考勤与绩效管理，组织日常培训，提升团队业务能力与服务质量。 4、妥善处理宾客投诉及突发情况，及时协调相关部门解决问题，维护酒店良好口碑。 5、监控前台区域环境与设施设备状态，确保操作台整洁、物资充足、系统正常运转。 6、协助上级完成客房收入统计、客户档案维护及VIP接待工作，配合其他部门完成跨岗位协作。 【岗位要求】 1、学历、经验、年龄不限，具备良好的沟通表达能力和服务意识。 2、熟悉酒店前台操作流程，具备基本电脑操作技能，能快速学习使用PMS系统。 3、工作责任心强，具备一定的团队管理或带教能力，能有效应对高峰时段工作压力。 4、亲和力佳，形象端正，普通话标准，具备基础英语口语能力者优先考虑。 5、能适应轮班工作制（含夜班），服从酒店排班安排。

岗位职责： 一、 宾客服务与接待 1. 入住办理： 热情、专业地为所有抵店宾客办理入住登记手续，高效准确地核对证件、分配预客房、介绍酒店及温泉设施、解释相关政策（如退房时间、温泉使用须知等），并制作发放房卡。 2. 离店办理： 快速准确地为宾客办理离店结账手续，处理各种支付方式（现金、信用卡、挂账等），收回房卡，并诚挚感谢宾客的光临。 3. 问询处理： 作为首要信息中心，解答宾客关于酒店服务、设施（如温泉开放时间、餐厅特色、其它商业街项目特色）、本地交通、旅游景点、餐饮娱乐等各类问询，提供准确信息和帮助。 4. 电话接转： 接听外部来电，准确转接至相关部门或客房，并处理宾客的电话问询及需求。 5. 关系维护： 识别并礼貌地问候VIP宾客、常客，提供个性化欢迎和服务，建立良好客户关系。 二、 运营与行政工作 1. 订单管理： 处理通过电话、邮件等渠道的即时客房预订、更改和取消，及时更新房态。核对团队预订信息，做好预排房。 2. 房态管理： 实时监控和掌握客房状态（空房、住客房、维修房等），与客房部保持密切沟通，确保房态信息准确，确保效率。 3. 账务管理： 为宾客建立客账，准确、及时地将各类房账消费（如增加迷你吧、餐饮、温泉消费）录入客人账户。确保账目清晰、准确，无遗漏。 4. 现金管理： 妥善管理备用金，准确处理收款、找零、押金收取与返还等操作，确保账单和现金准确无误。 5. 记录与沟通： 准确填写和更新工作日志、交接班本，记录特殊事件、宾客需求及重要信息，确保班次间信息顺畅传递。 三、 销售与协作 1. 升级销售： 主动向宾客介绍和推销更高等级的客房、套房以及汤屋的特色套餐（如温泉套餐、餐饮套餐），以提升酒店收入。 2. 内部推销： 积极向宾客推介酒店的餐饮、温泉、会议等设施与服务，引导消费。 3. 部门协作： 与礼宾、客房部、餐饮部、财务部及保安部等部门保持高效沟通与协作，共同解决宾客问题，满足宾客需求。 四、 安全与合规 1. 安全程序： 严格执行入住登记的身份核查制度（如身份证、护照识别），遵守公安系统的信息上传规定。 2. 隐私保护： 严格遵守宾客隐私保密制度，不泄露任何宾客信息。 3. 钥匙管理： 负责客房钥匙（房卡）的制作、发放与管理，确保安全。 4. 突发事件： 保持冷静，按照酒店标准操作流程处理宾客投诉或突发事件，并及时向上级汇报。 任职资格： 教育背景：  高中或中专及以上学历，酒店管理、旅游管理等相关专业优先。 工作经验：  1年以上高星级酒店或度假村前台工作经验者优先，优秀应届毕业生亦可考虑。 知识与技能：  1.熟悉前台操作系统（如 捷信达、西软等）及办公软件。  2.具备出色的沟通技巧和服务意识，笑容亲切，性格开朗，有耐心。  3.具备良好的销售意识和技巧。 4.能流利使用普通话，听得懂客家话与粤语。 5.具备良好的学习能力、应变能力和抗压能力，能适应轮班制（包括夜班）。   6.形象气质佳，举止得体。 具备较强的团队合作精神和责任心。

【岗位职责】 1、协助宾客提拉行李及行李寄存服务。 2、为有需要的宾客提供委托代办服务。下雨天为宾客提供雨伞租借服务。 3、确保交班本上记录的每一件事情都已经落实。 4、确保所接收的行李和包裹的安全，并存放在合适的地方。 5、事先检查所有抵达和离店团队的分房名单。 6、记录未完成的工作交给下一个班次。 7、管理行李房，确保行李房干净、接收、存放行李和其他任何物品以及宾客的遗留物品的处理要按照正确的程序进行。

【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 Guest Service Agent greets and registers guests, providing prompt and courteous service. He / she checks guests in and out, resolving guest challenges throughout their stay in our hotel. This role upgrades guests as required and promotes the hotel’s services. What will I be doing? As the Guest Service Agent, you will be responsible for performing the following tasks to the highest standards: • Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates. • Make appropriate selection of rooms based on guests’ needs, code electronic keys, confirms the room number and rates with a written confirmation. • Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests, ensuring guests know the location of rooms containing room keys, tokens of our appreciation, gifts, etc., to guests. • Ensure rooms and services are correctly accounted for within guests’ statements, properly stating services provided by the hotel. • Assist guests with check-out payments or charges, accepting and recording vouchers, credits, traveller’s checks and other forms of payment, converting foreign currency at current posted rates. • Greet customers immediately with a friendly and sincere welcome with a positive and clear speaking voice, listen and understand requests, respond with appropriate actions and provide accurate information such on outlet hours, special VIP programs, events, etc. • Receive special requests from guests and respond appropriately or forward requests to appropriate team members for their decisions and actions. • Promptly answer the telephone and email inquiries, inputting messages into the computer and advising other team members of special guests’ needs. • Retrieve messages and communicate the content to guests, retrieving mail, packages and facsimiles or other special items for customers as requested. • Record guests’ complaints, conducting thorough research to develop the most effective solution and negotiate results. • Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, quality of dishes etc. • Remain calm and alert especially during emergency situations and heavy hotel activity. • Plan and implement detailed steps by using experienced judgment and discretion. • Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest. • Actively take part in training where and when required, attending formal training sessions and on the job trainings to ensure standards and develop skills and abilities. • Contribute 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. • Take on an active role in the Executive Floor team, ensuring effective communication and working as a team in order to reach goals and targets. • Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive. • Check-in guests in accordance with their reservation details, ensuring that the registration cards are completed, reservation information confirmed, Hilton Honours and Frequent Flyer numbers enquired about, and method of payment is secured. • Handle complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or Guest Relations Manager to follow-up where appropriate. • Follow-up with all guests to ensure satisfaction with problem resolution. • Maintain awareness of guests’ profile and specific preferences, ensuring that they are acted upon for each reservation. • Ensure that VIP guests are treated personally and recognized as an individual. • Liaise with Sales, Reservations and the Business Development teams to handle corporate guests. • Promote Hilton Honours and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honours members receive personal and professional service that recognizes them as important guests and that their benefits are received. • Ensure a prompt and efficient departure, by settling guests’ accounts as per billing and reservation instructions, ensuring that all guests’ folios are correct. • Input information into Fidelio regarding guests, ensuring accuracy and that all details are completed, and the information can be clearly understood by other team members. • Apply 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. • Knowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton International, MEAP and other properties in China. • Up to date with information on facilities, attractions, and places of interests, sights and activities in and around the hotel. • Effectively communicate, coordinate and cooperate with Housekeeping, F&B, Engineering and IT. • Report problems with hotel systems, hardware or facilities to the appropriate parties and follow-up to ensure that corrective action has been taken. • Ensure that the Guest Service Manager is kept aware and up to date with operational issues. • Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed. • Attend daily briefings, shift handovers, meetings and read the logbook on a daily basis. • Ensure that the day-to-day functions of the front desk are completed, including but not limited to checklists, trace reports, credit limit checks, and online back-ups. • Check registration cards, meetings and functions information, billing instructions, and reservation backup to ensure that all information received is acted upon accordingly. • Ensure that the front desk stock is managed and not wasted, maintaining costs where able. • Keep up to date and aware of competitor activities in order to be well informed. • Adhere to the hotel selling strategy of Demand Based Pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests. • Comply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations, taking part in the fire team when and where directed. • Adhere strictly to standard cash handling procedures, ensuring to balance float and drop the required amount, managing cash, credit card transactions, city ledgers, vouchers and all other forms of payment correctly. • Adhere to the company’s credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests. • Provide safety deposit boxes to guests, ensuring that guests’ valuables are safe and secure at all times. • Follow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations. • Maintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges. • Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest. • Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, adhering to Hilton brand standards and ensuring that guests receive value for money. • Attempt to communicate with guests in guests’ native language, if applicable. • 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. 【任职要求】 What are we looking for? A Guest Service Agent 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: • Able to perform moderately complex mathematical calculations without error. • Able to read, listen and communicate effectively in English, both verbally and in writing to meet business needs. • Able to access and accurately input information using a moderately complex computer system. • Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts. • Good interpersonal skills to provide overall guest satisfaction. • Able to work under pressure and deal with stressful situations during busy periods. • 1 or 2 years of related working experience preferred. 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!

【岗位职责】 1、掌握当日客情及餐饮活动。 2、参与各项前台的工作。发现并上报工作中出现的问题。 3、掌握当天到店及离店的重要宾客，回头宾客。 4、在宾客到店之前准备好登记表、钥匙卡等以确保入住手续方便、快捷。 5、与住店宾客保持良好沟通以了解宾客之喜恶（喜好），协助宾客解决疑难事宜。 6、做好每日对住店宾客的电话拜访工作，搜集宾客意见并及时采取跟进措施与向上级反映。 7、在前台及大堂与商务楼层接待及迎送住离店的宾客。 8、协助入住商务楼层之宾客办理登记入住及离店手续。 【岗位要求】 1、大专以上学历，有同岗位工作经验1年以上，有良好英文沟通能力。 2、具有良好的服务意识，团队协作精神以及良好的沟通、协调和应变能力。 3、注重细节，工作有责任心，敢于承担责任，执行力较强。 4、有上进心和良好的学习能力和抗压能力。

1、学历及专业 高中或职高以上毕业；旅游、酒店管理专业，或同时具有同等级职业培训证书者优先。 2、语言要求 普通话标准流利；英语基础口语会应用； 3、自然条件 男女不限，男身高1.72以上，女1.58以上，身体健康、年龄20岁以上。 4、基本素质 熟练使用前台系统；有上进心和良好的职业道德。 5、工作经验 拥有6个月以上的四、五星级酒店前台接待、总机工作经验者优先。

Work alongside Call Centre Agents ensuring the delivery of friendly and efficient guest service 与同事紧密合作，确保向宾客提供符合品牌要求的服务体验。 Be knowledgeable about hotel accommodation, restaurants & bars and other facilities & services Always obtain up-to-date information from other departments and the local neighbourhood to keep colleagues informed e.g. F&B promotions, room packages, outlet opening and closing hours etc. 及时从其他部门和周边区域收集最更新的信息传递给同事们，如：餐饮优惠，客房优惠，各类场所的营运时间。 Responsible for updating the hotel service directory. 负责更新酒店服务指南。 Responsible for maintaining the FCS system. 负责维护FCS系统。 Monitor the IDD call and broadband revenue in comparison to cost, identify opportunities to enhance hotel revenue. 监管国际电话和宽带的净收入，发现能够增加酒店收入的机会。 Monitor the type and quality of service request through FCS and identify if there are any service shortfalls. 通过FCS监管服务质量，找出服务存在的缺陷。 Handle dissatisfied guests to resolve complaints and request assistance from other departments when necessary. 处理并解决客人的投诉，如有必要，可寻求相关部门的协助。 Conduct telephone service standard evaluations for all departments on a monthly basis and report any deficiencies to the relevant Manager. 负责酒店月度电话礼仪考核，并向相关部门经理提供评估报告。 Perform weekly audits on call center colleagues for review in rooms division meetings. 完成客服中心每周审核报告，以供房务部例会参考。 Review reports available from the PABX system and review the average hold time, volume of calls per hour, percentage of answered calls, average call duration etc. Training and manpower allocation must be aligned with this information. 利用PABX报表数据分析话务量，包括平均用时，每小时的电话量，接话百分比，平均电话时长等。参考以上数据安排培训和人员班次。 Able to perform all subordinates’ duties. 熟悉并能承担部门所有班次。 Ability to accurately take information and process guest requests into various information systems such as Micros, FCS or Opera. 能准确获取信息并将宾客的要求输入不同的信息系统，例如：Micros，FCS，Opera。 Ability to follow up on jobs which have not been completed that impact on the guest. 跟进与客人相关的未完成事宜。 Responsible for the training and development of the Call Centre Agents. 负责部门员工的培训和发展规划。 Prepare duty roster, always monitor call pattern in order to deploy colleagues effectively. 准备排班表，并根据通话量有效分配工作。 Provide telephone etiquette training for all hotel colleagues. 为所有酒店同事提供电话礼仪培训。 Conduct performance appraisal, ongoing coaching and counseling. 开展绩效考核，持续对员工进行辅导。 Liaise and work closely with other departments to resolve any operational issues impacting the guest service。 与其他部门保持紧密联系，解决日常营运遇到的问题。 Administrative and correspondence work. 处理行政信件。 Ensure regular maintenance is implemented. 确保设施设备定期维护。 Monitor the inventory of various telephone sets, PDAs, headsets. 监管各种电话设备，PDA，耳机的使用和库存数量。 Fully understand hotel FCS, PABX including call accounting & voice mail systems and be familiar with the PMS; able to perform basic trouble shooting. 能熟练使用FCS,PABX（包括话费结算，语音信箱系统）和PMS系统，并排除基本故障。 Coordinate service calls by system providers to ensure minimum downtime of all communication systems during the maintenance. 负责与系统供应商协作，确保所有通讯系统得到良好的维护保养。 Be familiar with hotel emergency procedures e.g. fire alarm 熟悉酒店紧急情况处理程序，例如：火警的处理。

岗位职责： 1. Supervise the Front Office team to ensure optimum occupancy and average and average room rate for the purpose of maximizing revenue 管理前厅团队，确保适宜的客房入住率和平均房价，以达到酒店收入最大化。 2. To attend P& L meeting, check the statement for variances in the Front Office and establish reasons for the variance 参加损益会议，核查前厅的损益差异情况以及产生差异的原因。 3. Highlights important points from Daily VIP arrival list, occupancy forecast vs. actual occupancy. Highlights VIP arrivals, reviews meeting and banquet functions for the day, reviews positive and negative comments received, informs employees on room status situation. 对重要的关注点要引起重视，包括当日到店贵宾抵店报表、入住率预测和实际入住率。关注贵宾的到店，回顾当日的会议和宴会厅使用，回顾收到的正反面意见，向员工通报房态。 4. Prepares annual budget and CAPEX for the department 准备年度预算和部门的资本支出. 5. Establishes and maintains department organization, manning and productivity, ensuring a smooth operation based on forecasted hotel occupancy. 建立和维护部门的组织、人员结构和工作效力，在酒店每日的预测入住率的基础上能保持良好的运作。 6. Works with the Talent Recruitment, Management and Development to ensure employee orientation, training and succession planning is carried out to standard 实现有才能的员工的招聘、管理和发展，确保员工的入职培训、工作培训和梯队计划能有效实施，达到标准。 7. Identifies career goals and guides employees in their career growth and development. 确认员工的职业目标，并指导员工的职业成长和发展。 8. Conducts appraisals for Assistant Managers and oversees the appraisals of the other staff in Front Office. 对大堂副理的工作进行评估，检查前厅其他员工的评估。 9. Creates a positive and highly motivated working environment that promotes and develops teamwork. 建立能提升和发展团队协作的积极主动的工作环境。 10. Utilizes and develops communication tools and channels for the dissemination of information amongst all sections and divisions. 利用发展沟通工具，发展沟通渠道，向各部门传递信息和工作。 11. Constantly reviews the current procedures and practices to ensure they are simple for staff 不断的回顾当前的程序和操作，确保对员工来说容易简单掌握。 12. To ensure our guest are delighted at every contact 确保客人每次都能满意。 13. Promptly handles guest complaints, and informs the necessary department heads when appropriate. 快捷的处理客人的投诉，适当的时候知会相关部门领导。 15. Know system operation procedures（OPERA system etc and SAFE LOCK system etc. ） 了解系统操作程序 （OPERA和SAFE LOCK系统）。 16. Approve upgrades and special amenities 批准客房升级和特别欢迎品。 17. Prepares efficient work schedule for the Front Office Staff, arranging Day offs and Annual leave, taking into consideration hotel occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures 为前厅员工准备有效的工作日程，考虑酒店住房率预测和任何大型团队的行动，特别是那些提前或延迟抵店、离店的团队，据此安排员工的工休和年假。 18. Prepares and submits budget and forecast for all sections, to reviews departmental profit and loss and Develops yearly capital expenditure requirements. 准备和提交前厅各部门的预算和预测，回顾部门的损益及部门年度资金支出需求。 19. Ensures that employee noral is conducive to a productive team environment and actions employee motivation 确保员工的工作情绪有利于团队高效工作环境，适时鼓舞员工士气。 20. Be familiar with hotel emergency response as Fire, Power Outrage, Bomb Threat, Typhoon Warnings, etc. 熟悉酒店的应急预案，如火灾，暴力事件，炸弹恐吓，台风警报等。 21. Make sure everything is working on the premise of guest satisfaction, assist department improve the quality of the guest services. 确保一切工作以客人满意度为前提，协助各部门提高对客服务质量。 Abide by the Himalayas Qingdao Hotel Associates Handbook. 遵守青岛证大喜玛拉雅酒店员工手则。 任职资格 1.Preferably college graduate or equivalent in experience 大学专科毕业以上或同等经验 2.Minimum 6 years’ experience in Front Office operations 5年以上从事前厅部工作经历 3.Verbal and written facility Good English oral expression ability 口头表达和书面表达能力强 良好的英语口语表达能力 4.Personable, aggressive 相貌端庄，要求上进 5.At least 25 years of age 25岁以上 6.Must have working knowledge of Housekeeping operations and must understand functions of and be able to co-operate with closely related departments 必须了解客房部相关知识以及具有与密切合作部门协作的能力 7.Good human relations is a must 人际关系良好

宝麓服务大使为客人提供全程管家式服务，无论从入住前的预抵电话，还是抵达后的行李服务及办理入住，还是客人去餐厅用餐，还是宝麓文化体验活动，使客人始终感受到低调奢华的细致服务。宝麓大使通过服务展示宝麓文化，推销宝麓产品，从而成为宝麓品牌的销售者及代言人。

【岗位职责】 1、负责温泉前台的日常接待工作，包括客人咨询、登记、引导等服务； 2、为客人办理温泉入场手续，核对票务信息，确保准确无误； 3、解答客人关于温泉设施、服务项目、收费标准等相关问题； 4、协助处理客人的投诉或特殊需求，及时反馈并跟进解决； 5、维护前台区域的整洁与秩序，确保服务环境舒适； 6、配合其他部门完成相关工作，如协调客房、餐饮等需求； 7、完成上级交办的其他临时性工作任务。 【岗位要求】 1、形象端正，具备良好的服务意识和沟通能力； 2、能够熟练使用办公软件及前台相关设备； 3、具备一定的抗压能力，能够适应倒班工作制； 4、有酒店或服务行业工作经验者优先，无经验可培训上岗； 5、工作认真负责，具备团队协作精神； 6、普通话标准，具备基础英语沟通能力者优先。

【岗位职责】 1、负责酒店前台接待工作，包括为客人办理入住、退房手续及行李寄存服务 2、处理客人问询并提供准确的酒店服务信息及周边旅游资讯 3、熟练操作酒店管理系统，确保客房状态及账务记录准确无误 4、协助处理客人投诉及突发事件，及时向上级汇报特殊情况 5、维护前台区域整洁，保持专业服务形象 【岗位要求】 1、具备基础英语沟通能力（CET-4或同等水平优先） 2、普通话标准，具备良好的语言表达与服务意识 3、能适应倒班工作制（含夜班） 4、具备基础电脑操作技能，熟练使用办公软件 5、有酒店前台工作经验者优先

工作描述Job Description 1. 对酒店的宾客提供礼貌专业的服务；协助重要宾客的入住和离店。 Provide courteous and professional service to hotel guests; Assist VIP guests to check in and check out. 2. 管理行李房，确保所有的行李有行李标签并且安全存放在合适的位置。 Manage the baggage room to ensure that all baggage are labeled and securely stored in appropriate locations. 3. 负责所有的特殊事情和酒店服务的有关信息的公告。 Responsible for all special events and announcements about hotel services. 4. 确保工作区域内的所有设备处于良好工作状态。 Ensure that all equipment in the working area is in good working condition. 任职资格 Qualification 1. 大专以上学历，有同岗位工作经验3年以上。 College degree or above, more than 3 years working experience. 2. 身体健康，品貌端正，形象气质佳。 Health, good appearance, good image and temperament. 3. 优秀的组织管理能力。 Excellent organizational and management skills. 4. 优秀的交际能和沟通技巧。 Excellent interpersonal and communication skills.

【岗位职责】 1、负责餐厅前厅的日常管理工作，包括排班、考勤、仪容仪表检查及服务流程监督，确保前厅运营高效有序； 2、组织并指导服务员进行餐前准备、餐中服务及餐后收尾工作，严格执行服务标准，提升顾客用餐体验； 3、处理宾客投诉与突发事件，及时协调解决，维护餐厅良好口碑； 4、协助餐厅经理进行物料管理，包括餐具、耗材的盘点与申领，控制运营成本； 5、开展新员工岗前培训及在职员工的服务技能培训，提升团队整体服务水平； 6、每日检查餐厅环境卫生、设施设备运行情况，确保符合食品安全及消防安全规范； 7、配合厨房做好前后场沟通衔接，确保出餐速度与菜品质量达标。 【岗位要求】 1、具备良好的沟通协调能力与团队管理意识，能够有效带领前厅团队完成工作任务； 2、工作责任心强，服务意识佳，能灵活应对各类突发状况； 3、熟悉餐厅日常运营流程，有餐饮行业从业经验者优先； 4、身体健康，能适应餐饮业工作节奏与站立服务要求； 5、学历、经验、年龄不限，愿从基层管理岗位成长者可培养。

1.Be prepared for each daily activity and review any variations with manager and associate. 准备日常的工作安排和了解有关经理及员工的变动。 2.Ensure all associates are aware of role and responsibilities and operate within their guidelines. 确保所有员工都清楚了解自己的角色和职责，并遵循指导方针工作。 3.Ensure associate is properly groomed and uniformed at all times. 确保所有员工始终保持良好仪表及穿着整洁的制服。 4.Maintain efficiency in the operation of theassociate in a high standard of quality of service and courtesy, bringing total satisfaction to our guests and the hotel. 有效的保证员工在工作中能始终提供高质量的，谦逊的服务，以求为客人带来最满意的服务。 5.Conduct frequent hospitality audits to ensure the associate are conducting themselves in the manner appropriate for the department. Ensure Service Excellence Standards are in place. 积极指导员工以确保他们按照部门专业精神提供服务。

岗位职责： 1、监督检查大厅清洁和环境卫生，检查前厅部各岗人员的仪容、仪表、仪态、工作程序、工作效率，保证对客热情有理，服务周到； 2、 尽快解决客人投诉，尽量满足客人要求，保持管理者与客人之间的关系和谐； 3、 掌握当天客情及预订情况； 4、 协助保安部调查异常事物和不受欢迎的客人。必要时，按照紧急情况处理程序规定处理突发理件； 5、 每天汇总当天发生的事情及投诉处理情况，并交前厅部经理。每天对宾客进行访问了解宾客对酒店的服务、设施等方面的提议与投诉并做好记录； 6、熟悉前台操作流程及熟练操作酒管系统；

岗位职责： 1、全面负责酒店前厅部的日常运营管理，包括前台接待、礼宾、宾客服务等，确保为客人提供高效、温馨的服务体验； 2、优化服务流程，提升客户满意度与忠诚度； 3、协调与其他部门的工作衔接，保障运营顺畅； 4、负责前厅团队的培训、考核与排班管理，提升员工专业素养与服务意识； 5、处理宾客投诉及突发事件，维护酒店良好形象； 6、完成上级交办的其他工作。 任职要求： 1、大专及以上学历，酒店管理或旅游相关专业优先； 2、3年以上高星级酒店前厅管理工作经验，熟悉前厅各岗位操作流程； 3、具备优秀的沟通协调能力、应变能力及团队管理能力； 4、熟练使用办公软件及酒店管理系统（PMS）； 5、有较强的服务意识和责任心，能适应倒班工作； 6、有丽江本地工作经验或熟悉当地旅游环境者优先。

岗位职责 1.健全各种问讯资料。 2.掌握客房预订情况，向部门经理报告重要团体和客人的订房情况，检查VIP通知单的发送情况，负责VIP接待工作的落实。 3.处理总台工作中的差错，处理宾客有关投诉。 4.负责总台财产、设备的使用管理和保养工作，及各类资料的收集、存档及管理工作。 5.检查每日的报表是否有误，并及时纠正。 6.建立体质良好的宾客关系，努力增加客房销售。 岗位要求 1.大专以上学历，有同岗位工作经验2年以上。 2.有良好的团队领导精神及执行力。工作认真负责，作风正派。 3.熟练掌握前厅部工作的各个环节和程序。 4.身体健康，品貌端正，气质高雅。 5.掌握酒店管理基础知识，善于同宾客交往、沟通，处理周到、果断，能独立处理各种投诉。