招聘Front Office Manager前厅部经理_株洲大汉希尔顿酒店招聘信息-最佳东方

Position Summary 职位简述：

Arrival : Creating a warm and welcoming arrival for guests, ensuring an effective and efficient check-in.

到达: 为顾客提供热情周到的接待，有效率的登记入住。

Stay: Ensuring a memorable guest stay by giving caring and courteous guest services, providing information, responding to problems, and dealing with guests in a friendly and ever-hospitable manner.

停留: 为客人提供热情周到的服务，回答客人的问题，提供信息。

Departure: Facilitate a quick and efficient departure by ensuring that all guests leave happy with their stay.

离店: 快速有效的退房手续, 确保顾客满意的离开。

Leadership: Leading the Front Desk, Concierge, Drivers, Airport Counter, Business Centre and Magic Center, monitoring performance, providing guidance and make decisions.

领导: 管理前厅，礼宾，司机，行政楼层，商务中心和宾客服务中心，并做出决策。

Ensuring consistency of standards throughout the operation by adhering to Hilton brand standards.

遵循希尔顿品牌标准。

Responsibilities:

工作职责：

1. Leads and motivates team members by leading by example and employing competent and consistent management practices.

通过训练领导和激发团队员工。

2. Takes responsibility of the hotel as the Duty Manager in the absence of the Director of Operation General Manager.

在营运总监和总经理不在的情况下作为值班经理对酒店负责.

3. Responsible for the departments 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.Provide a platform for employees to continue to develop.

为部门计划和培训高潜能成员，促进他们提高工作水平。为员工提供继续发展的平台。

4.Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately

“at-home” when they arrive.

为顾客提供热情服务，让他们立刻有回家的感觉。
5.Handles complaints promptly and efficiently, taking the necessary action, and informing the 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，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意。
5. 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，确保有效的预定。

6.Acts as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual. Follows up on a daily basis to meet and greet VIP’s ensuring that a personalized level of service is given.

每日问候 VIP 客人，确保 VIP 客人的个性化服务待遇。
7.Liaises with Sales, Reservations and the Business Development team to handle corporate guests and contracts.

与销售，预定和商业发展团队共同为客人提供服务。

8. 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。

9. Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, MEAP & other properties in China.
掌握希尔顿酒店的基本概况。

10. 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。

11. Ensures communication, coordination and cooperation between the front desk and other operating departments, specifically Housekeeping, F&B and Accounts.
确保前厅和其他部门间的沟通交流，特别是客房部，餐饮部等。

12.Maintains the hotel systems to ensure accuracy of information and data, and that it is easy to use and operated in an organized and systemized way. Also Ensures that the Front Desk equipment and systems
are functioning at all times, and that the area is maintained in a clean, tidy and organized way.

保持酒店数据的准确，便于操作。维持前厅设备的正常运做和工作区域的清洁。

13.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.

有效地传递信息，确保所有必要的细节都传达给预定人员，并确保完成任何未决行动，并确认客人满意。进行每日简报，转换交接，参加会议并有效地向团队成员传达信息。

14. Ensures that the Front Desk Manager is kept aware and up to date of operational issues.

确保前厅经理知道要完成的任务。

15. Manages the GSS, GRM, Chief Concierge, Business Centre Manager, Executive Lounge Manager, Magic Center Manager, and Airport Supervisor, to ensure that the day-to-day functions of the relevant departments are completed. Including but not limited to the relevant checklists, trace reports, credit limit checks, online back-up, allocation of rooms, Lost Interface, Pay-Masters, Discount and rate discrepancies,
and registration cards.

管理 GSS，GRM，礼宾部经理，商务中心经理，行政楼层经理，宾客服务中心经理，机场代表等。确保完成行政楼层每日的任务，包括核对，房间分配，报告，信用额度核对，网上备份等。

16.Ensures that the team member in charge of the requisitions keeps the front desk stocked and maintained with requisitions and that par levels are maintained and stock tracked.

节约成本，确保存货不浪费。

17.Involvement in the planning and creation of Yearly Budget / Forecast. Responsible for ensuring that costs are kept in line and expenses maintained according to the budget. To review on a monthly basis and take

appropriate action.

参与计划每年的预算。每月回顾，确保不超支。

18.Keeps up to date and aware of competitor activities in order to be proactive and create market advantage.
警惕商业竞争行为，促进积极的市场发展。
19.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 and 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，成为救火的一部分参与行动。
20.Monitors hotel benchmarks (TMOS, Richey, GSTS) evaluate performance and results, take corrective action and constantly strive for improvement. Reviews on a continual basis and formulates action plans in
order to drive results.
管理酒店（TMOS，Richey, GSTS）评估的结果，为要改进做的地方做出行动。

21. Conducts regular meetings with key departmental managers to review business trends and discuss departmental issues, taking action where necessary.
与关键部门进行会议，讨论商务趋势及部门别的议题,必要的时候采取行动。
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，收取现金，信用卡，转帐，代金券等。
23.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。
24.Maintains safety deposit boxes, ensuring that guest’s 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.Follows up on outstanding accounts to ensure no loss of revenue and secures method of payment for upcoming reservations.
确定帐户上没有损失，保证付款安全。
26.Maintains the efficiency of departure by checking all guests folios to ensure accuracy of charges.
确保所有客人的帐单准确，让客人迅速办理离店手续。

27.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。

28.Actively promotes up selling and creates opportunities when allocating room inventory and managing demand to ensure maximum revenue generation where available. Manages the department in order to

create the maximum opportunity for up selling, tracking the performance and devising strategies.

积极劝说客人从在每个客人身上获取最大利益。为获取最大利益提供策略。

Invested by Da Han Group and managed by Hilton Worldwide, the Hilton Lu Song District plans to opened at the end of 2015. Located next to the Zhuzhou Bridge, the hotel is just minutes from City Hall and Zhuzhou Railway Station. Changsha and Xiangtan can be easily reached via nearby public transportation links and major highways. Zhuzhou West Express Train Station, which is about 20 minutes away by car, offers convenient access to Beijing, Guangzhou and Shenzhen. Changsha Huanghua International Airport (CXS) is about 50 minutes from the hotel by car.由大汉集团投资、希尔顿酒店集团管理的株洲大汉希尔顿酒店已于2015年12月隆重启幕。酒店距离市政府与火车站仅咫尺之遥；与城市中心高档购物娱乐中心相连，可以步行前往；通过便捷的高速公路体系，可以轻松抵达长沙与湘潭；距离高速铁路株洲西站20分钟，便捷接驳北京、广州与深圳；距离黄花国际机场驾车仅需50分钟。 The hotel offers 362 beautifully appointed guest rooms and suites, offers everything you need for a cozy and comfortable stay. Each guest room is equipped with the latest facilities, including WIFI and 42-inch TV. Enhance your stay in a deluxe room or suite for spectacular Xiang River views, or executive rooms and enjoy exclusive access to Executive Lounge, offering complimentary breakfast, refreshments and cocktail hour.酒店秉承希尔顿风格，按照5星级规格打造，拥有362间宽敞舒适的客房，置身落地窗前，鸟瞰秀美的湘江景色。42寸大屏幕高清液晶电视、多媒体连接、高速无线网络等，让宾客尽享舒适与惬意。入住行政客房及套房的宾客还可尊享行政酒廊的专属服务，远眺湘江，小酌一番，赏尽美景。员工福利 Benefits for Team Member 1. 免费用餐 Duty Meals所有员工可在员工餐厅免费用餐。 Duty meals are to be taken only in Team Member Restaurant during the restaurant’s opening hours.2. 免费员工宿舍 Staff Dormitory酒店为每位员工提供舒适的员工宿舍，每个房间配备空调、床上用品、免费WIFI以及数字电视。Staff dormitory will be provided with AC, bed linens, free WIFI, TV and etc.3. 全面的保险及公积金 Social Benefits & Housing Fund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。Full social insurance, housing fund will be offered to all team members.4. 员工入住优惠价 Team Member Travel Program希尔顿全球员工可在全球姐妹酒店享有非常优惠的员工入住优惠价。Itis our policy that team members should benefit from a substantial discount when rooms are available.5. 假期福利 Leave Benefits法定节假日、年假、带薪病假、产假及陪产假、婚假、丧假等。We provide our team members with several types of leaves including public holiday, annual leave, paid medical leave, maternity leave, marriage leave, compassionate leave and etc.6. 员工嘉奖 Team Member Awards月份优秀员工、年度优秀员工评选。We would award whoever dedicates to work as Team Member of Month, Team Member of Year.7. 员工培训及发展 Competitive Training& Development System在职培训、课堂培训、全员免费希尔顿大学课程、国内外姐妹酒店交叉培训机会以及集团内部调动机会。We provide online courses, in-class training, Hilton Worldwide University, cross training in sister hotels and internal transfer opportunities for all full-time team members.8. 员工活动 Variety of Activities酒店人力资源部会定期为员工举办各种丰富多彩的活动，包括各类聚会、生日会，趣味运动会及年会等。We would hold a variety of activities for team members including annual party, sports meeting and etc. 交通信息 Transportation Information 公交路线 Bus Route 可乘坐T40、T42、T17、T28、T35、T21、T60、T48、T18、106(云田专线)、T2(杨莉专线)、T68、67、L2等公交车路线于新华西路中心广场站下车，步行2分钟左右即可到达。Please take No. T40、T42、T17、T28、T35、T21、T60、T48、T18、106(云田专线)、T2(杨莉专线)、T68、67、L2 to Center Square Station on Xinhua West Avenue, then about 2 minutes walking distance to hotel. 酒店地址Hotel Address:株洲市芦淞区沿江路8号株洲大汉希尔顿酒店。Hilton Zhuzhou. NO 8 Yan Jiang Avenue, Lu song District, Zhuzhou, PRC. 求职请携带近期彩色1寸照片，身份证、相关学历或岗位资质证明原件及复印件 Please bring a photo (2.5X3.5cm) in color, ID card, a copy of your certificates and other qualifications.