• 五险一金
• 带薪年假
• 岗位晋升
• 管理规范
• 技能培训
• 节日礼物
• 希尔顿员工价
• 英语培训
• 团队建设
• 人性化管理

Essential Responsibilities:
基本职责：
 
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by management based upon the particular requirements of the company.
Leads and motivates 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.
Actively takes part in training the team, facilitating formal training sessions and 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。
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。
Maintains discipline amongst team members, ensuring consistency in accordance with the team member handbook, UAE Labour Law and HR guidelines. Distributes appropriate discipline when and where required.
确保员工手册，相关劳动法，HR指南的一致性，必要的时候提供培训。
Conducts PDR’s, 1:1 meetings throughout the year, ensuring that the feedback given to team members is fair, unbiased and provides a platform for continued improvement, according to the Hilton standards.
根据希尔顿PDR标准，进行1：1的面谈，确保对每个员工的公平，为员工提供继续发展的平台。
Is involved with succession planning and 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。。
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。
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。
Takes an active role in the Magic team, ensuring effective communication and working as a team in order to reach goals and targets.
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。
Greets all guests’ communications with a warm tone, ensuring that they feel welcomed and appreciated when contacting the hotel.
用热情的语调问候所有宾客，让他们觉得倍受欢迎。
Manages guests’ communication in an efficient and effective way, ensuring that guests are not delayed and that replies or follow up is made within Hilton Brand Standard timings.
及时有效的和宾客沟通，确保给顾客及时的答复。
Transfers all internal and external guest calls to the appropriate party correctly, with minimal delay.
及时准确的为国内外宾客转接来电。
Handles and delivers messages in a confidential and professional manner, maintaining guests’ privacy and integrity of the message, and ensuring that the message is accurate and delivered to the guest in a prompt and timely manner.
准确，及时，安全的传递客户信息，确保顾客隐私。
Maintains the integrity of the hotels information by not providing confidential or privacy invasive information about guests or the hotel. Maintains the integrity of the guests’ privacy at all times and adheres to Hilton Brand Standards for communication.
遵循Hilton品牌标准，保护客人隐私，防止酒店数据泄露。
Handles complaints promptly and efficiently, taking the necessary action, and informing the Magic Manager or Guest Relations 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，适当的时候告知客服中心经理或宾客关系经理。回访客人，确保客人对解决方法满意。
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。
Ensures that VIP guests are treated personally and recognized as an individual.
确保VIP客人的待遇。
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。
Inputs information into Onq System regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other team members.
将顾客信息录入酒店管理系统，确保团队成员能清晰明白。
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
Is up to date with information and has detailed knowledge of facilities, attractions, and places of interest, sights and activities in and around hotel. Imparts this knowledge to other team members.
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。并于团队成员分享
Is up to date with information on facilities, attractions, and places of interest, sights and activities in and around Shanghai.
了解上海周边地区的最新信息，名胜，风景地等，为顾客提供方便。
Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and IT.
与餐饮部，客房部，工程部，IT等进行有效的沟通和合作。
Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken.
对酒店设施设备的非正常运转予以及时报告，并跟进直至问题解决。
Ensures that the Guest Service Manager is kept aware and up to date of operational issues.
对于特殊事件确保及时知会宾客关系经理。
Carries out administrative duties of the department where required, including typing, printing, binding, and filing.
如有需要，完成部门的行政任务，包括打字复印，装订等。
Has detailed knowledge and understanding of computer application and their use that can effectively demonstrate.
能熟练的掌握和运用电脑，
Spot checks team members to ensure quality and maintain consistency.
不定时的检查，确保质量。
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. Attends daily briefings, shift handovers, meetings and reads the log book on a daily basis.
确保信息的有效传递，及时解决问题提高满意度，参加例会及日常会议等。
Ensures that the day-to-day functions of the front desk are completed. Including but not limited to checklist and trace reports.
确保完成前台每日的任务，包括但不局限于核对，报告，信用额度核对，电脑数据备份等。
Ensures that the Magic stock is managed and not wasted, maintaining costs were able.
确保客服中心存货足够，避免浪费。
Keeps up to date and aware of competitor activities in order to be informed.
警惕商业竞争行为，并及时上报。
Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. Takes part in the fire team when and where directed.
遵照执行健康安全，危机管理，灾难救助，火灾预警程序。必要的时候加入救火。
Adheres strictly to standard cash handling procedures, ensuring to balance float and drop the required amount. Manages cash, credit card, city ledger, voucher and all other forms of payment correctly.
严格遵守现金收付手续，收取现金，信用卡，转帐，代金券等。
Adheres to the company credit policy at all times when handling cash, credit card transactions, city ledger, providing currency exchange services, LPO 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，代金券，公司或第三方付费等服务时要严格遵守酒店规定。
Correctly posts charges for telephone charges, as well as manage the hotels communication system to ensure that there is no loss of revenue.
准确收取电话, 连同处理酒店沟通制度，确定没有收入的损失。
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，确保客人物有所值。
To undertake any other reasonable task or request as directed by the management.
接受部门其他合理的任务或要求的安排。
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
Assimilate into The Hilton Family PRIDE/CARE culture through understanding, supporting and participating in all elements of PRIDE/CARE. Demonstrate working knowledge of the service standards.
通过学习希尔顿关爱，把希尔顿关爱理念运用到服务中去。

Hilton Shanghai Hongqiao | 上海虹桥祥源希尔顿酒店Located in the heart of Hongqiao district, our multi-awarding winning hotel is an excellent choice for business travel, meetings and events. Shanghai Hongqiao Airport is 15 minutes away, while the Convention Center (NECC), National Exhibition, Hongqiao and Caohejing Development Zones are close by. Relax in the spacious guest rooms and enjoy the wide range of facilities including the spa. The Grand Ballroom is ideal for private functions and can accommodate over 1,000 people while the two restaurants serve up cuisine from around the world.酒店位于虹桥区中心地带，是商务旅游、会议、活动的最佳选择。距离上海虹桥机场15分钟车程，会议中心(NECC)、国家会展中心、虹桥和漕河泾开发区近在咫尺。在这里，您可以尽享宽敞舒适的客房以及包含水疗在内的完备设施。大宴会厅可为您承办超过1000人私人活动，同时，两家高档餐厅可为您呈现来自全球各地的美味佳肴。Hilton Shanghai Hongqiao sincerely invites you to join us in creating memorable experience for our guests, at the same time, Hilton Shanghai Hongqiao is willing to achieve your career development, and thrive with you at hilton!上海虹桥祥源希尔顿酒店诚挚邀请您的加入，让我们一起致力于为客人创造难忘的入住体验。同时，上海虹桥祥源希尔顿酒店愿成就您的事业发展，与您一同蓬勃发展！Benefits for Team Members 员工福利1. Duty Meal 免费用餐Duty meals will be provided to all team members per working day.所有团队成员可在工作日于员工餐厅免费用餐。2. Team Member Dormitory 员工宿舍Team Member dormitory will be provided to non-local team members with air condition and WIFI.酒店以优惠价格为非本地成员提供舒适的团队成员宿舍，每个房间配备空调及WIFI。 3. Social Benefits 全面的社会保险Full social insurance, housing fund will be offered to all team members, and extra commericial medic insurance.养老保险、医疗保险、失业保险、工伤保险、生育保险、住房公积金，以及额外补充医疗保险。4. Team Member Go Hilton Program 团队成员旅行项目Team Members can take advantage of all Go Hilton privileges, including Team Member room rates, Family & Friends room rates, and F&B discounts.团队成员可以享受团队成员旅行优惠，包括团队成员房价，家庭和朋友房价，以及餐饮折扣。5. Leave Benefits 假期福利We provides our team members with several types of leave including public holiday, annual leave, paid medical leave, maternity leave, marriage leave, compassionate leave and etc.法定节假日、年假、带薪病假、产假及陪产假、婚假、丧假等。6. Team Member Recognition Program 团队成员嘉奖 We will award whoever dedicates to work as Team Member of Month, Team Member of Year and etc.In plus with Department Trainner Allowance and other deparrment performance Allowance.酒店将定期进行月度优秀成员、年度优秀成员等表彰。7. Team Member Training System 团队成员培训体系 We provide unique HU based courses，class training, cross training in sister hotels and internal transfer opportunities for all  team members.我们提供独有的希尔顿大学在线培训、课堂培训、姐妹酒店交叉培训以及集团内部调动机会。8. Variety of Activities 团队成员活动Hotel will organize a variety of activities for team members regularly.酒店会定期为团队成员举办各种丰富多彩的活动。Join us and explore more.加入我们探索更多。Transportation Information 交通信息Bus Route 公交路线Please take Bus No 69 / 700 to Hongxu Road Hongsong East Road, then take 5 mins walking to Hotel公交69路/700路至虹许路，步行5分钟可达酒店。Railway Route 地铁路线Line 9: Get Off at CaoHeJing station, change to no. 700 bus to Hongxu Road Hongsong East Road station.地铁9号线：至漕河泾开发区站，换乘700 路公交车至虹许路红松东路站下。Line 10: Get Off at Shuicheng Road Stop.地铁10号线：水城路站下。Line 15: Get Off at Yaohong Road Stop.地铁15号线：姚虹路站下。Hotel HR Department Office Address 酒店人力资源部办公室地址5F, Tower 1, No 1116, East Hongsong Road, Shanghai, China上海市红松东路1116号，上海虹桥祥源希尔顿酒店一号楼五楼Please bring your photo, ID card and the copy of your ceritifcation and other qualifications求职者请携带一寸照片，身份证以及相关学历或岗位资质证明原件及复印件。