Position Summary职位概述
Provide leadership and guidance to Lobby and service agent during the assigned shift to ensure consistent quality service is provided. Direct supervision of team member is necessary, while ensuring that all guests receive optimum .Service in accordance with the standards, policies and procedures of DT by Hilton Shenzhen.
负责当值期间领导服务员做好各个区域接待工作，提供一致高效的服务。直接督导员工的工作，通过本酒店的规章制度以确保为客人提供符合标准的完美服务。
1. Supervises staff to insure smooth and efficient operation during the assigned shift .
督促管理当值期间部门接待工作，确保提供优质高效的服务。
2. Manages Service Department , resolves guest concerns , handles emergencies and other challenges that may occur during the assigned shift . Implements resolutions by using discretion and judgment.
管理服务部，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。
3. Ensures that the day-to-day functions of the F/D and first line 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, registration cards and ADD management.
确保本部门及辅助一线部门的日常管理，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、主帐的核对及餐厅管理等。
4. Greets customers 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。
5. Supports and motivates Service Department team members by leading by example and employing competent and consistent management practices.
通过以身作则及实践管理，领导和激励团队员工。
6.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。
7. 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。
8. Provide leadership and direction for all team members while on duty by offering professional skills and leading by example.
通过体现自身的专业素质，为服务部其他员工树立良好榜样。
9. 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。
10. Assist the service managers with training all team member for ‘induction training’ and ‘on the job training’.
协助经理进行就职培训及在职培训。
11. Ensures that the Assistant Service Department and Guest Service Manager are kept aware and up to date of operational issues.
汇报最新的工作进展，确保服务经理对部门营运状况的了解。
12.Assist with preparing rosters and job schedules for team member to meet business needs (taking into consideration internal activities and occupancy and external events, promotions etc).
协助准备制定每位员工的排班表，及工作安排。（考虑内部活动，客人入住率，特殊活动及产品促销等）
13. To supervise the outlet roster on a daily basis and ensure it is in line with the changing business levels. Make any changes in order to achieve the service standards and budget goals.
在生意变化的基础上调整员工排班，做任何变化要确保服务质量及预算。
14. By ensuring all team member is briefed for the details of the shift ahead.
确保所有员工提前了解换班的详细安排。
15. 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。
16. Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, HHonors 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。
17. 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。
18. Understand and grasp the VIP to store information, to ensure that their personalized service.
了解并掌握VIP到店信息，要确保他们的个性化服务。
19. Promotes HHonors and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonors 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。
20. Allocates rooms in accordance to the guest reservation, preference and remarks, maintaining a systemized and sales focused approach to room inventory management. Handles guest relocations as required .
按照客人的预定或喜好安排房间，并做详细目录管理。帮助客人解决换房间事宜。
Specific Job Knowledge, Skill and Ability 工作技能技巧要求：
1. Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.
能有效的用英语沟通交流。
2. Ability to access and accurately input information using a moderately complex computer system , including Hilton property management systems .
能快速有效的运用电脑操作系统，包括希尔顿自有的管理系统。
3. Interpersonal skills to provide overall guest satisfaction.
以较强的人际交往能力提高客人满意度。
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：
2 or 3 years of related working experience preferred.
两至三年相关工作经验者优先。
2. Line operations management and labor related experience preferred.
有运作部门工作经验者将被优先考虑。
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