• 五险一金
• 带薪年假
• 包吃包住
• 管理规范
• 岗位晋升
• 技能培训
• 员工优惠价
• 多彩员工活动

岗位职责：
Maintaining a consistently high standard of operation and customer service within the department and ensuring all communications relating to hotel both external and internal are actioned efficiently to all guests.
对宾客服务热线进行日常管理，使维持高标准的对客服务，确保内外沟通的快捷有效。
 1. Communicates effectively both orally and in writing to provide clear direction to team member. Observes performance and encourages improvement. Interviews, selects, trains, supervises, evaluates, counsels, and administers disciplinary procedures for Hotline team member. Monitors business forecast and makesteam membering adjustments as required.
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。依相关程序面试，挑选，培训，督导，评估，宾客服务热线员工。
2. Reviews VIP arrival and ensures proper handling of VIPs and groups, Ensure the correct operation of the switchboard to effect the fast and efficient transferring of internal and external calls and all customers requests including wake up calls are actioned speedily and in accordance with procedures  as laid down by the Front Office Manager。
关注VIP预抵及团队客人。确保所有的电话转接高效有序，叫醒电话准确无误。
3. Computes daily payroll, schedules, and other reports. Analyzes data and makes decisions based on prior experiences and knowledge of circumstances to prepare daily and weekly report for related department .
估算每日薪酬，进程表及相关报表。根据之前的经验及详细预订情况对数据进行分析。为相关部门准备日报表和周报表。
4. Carry out interviews for prospective telephone operators, ensure departmental orientation is carried out for new members of the team and supervise training, training schedules, records and corrective/re-training .Ensure the Front Office Manager is kept fully aware of any relevant feedback from either customers or other department . .
应聘，培训，监督，管理新进员工。将客人和其他部门的意见和建议及时反馈给前厅部经理。
5. 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。
6. 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。
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. 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。
9. 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。
10. 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。
11. 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.
负责培训新员工，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。
12. Takes an active role in the Hotline team, ensuring effective communication and working as a team in order to reach goals and targets.
在宾客服务热线团队中扮演积极角色，有效的沟通，确保达到目标。
13. 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。
14. 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。
15. 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。
16. 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。
17. 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.
遵循希尔顿品牌标准，保护客人隐私，防止酒店数据泄露。
18. Handles complaints promptly and efficiently, taking the necessary action, and informing the Hotline 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，适当的时候告知宾客服务热线经理或宾客关系经理。回访客人，确保客人对解决方法满意。
19. 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。
20. Ensures that VIP guests are treated personally and recognized as an individual.
确保VIP客人的待遇。
21. 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。
22. Inputs information in to Fidelio 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。
23. 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。
24. Is up to date with information and has detailed knowledge of facilities, attractions, 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   。                      
25. 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。
26. 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。
27. 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。
28. 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。
29. Spot checks team members to ensure quality and maintain consistency.
对团队成员进行不定时的检查，确保服务的质量和一致性。
30. 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。
32. 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。
33. Ensures that the Hotline stock is managed and not wasted, maintaining costs where able.
确保宾客服务热线存货足够，避免浪费。
34. 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。
35. 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。
36. 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。
37. 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。
38. Correctly posts charges for telephone charges and the business centre, as well as manage the hotels communication system to ensure that there is no loss of revenue.
准确收取电话和商务中心费用, 连同处理酒店沟通制度，确定没有收入的损失。
39. 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。
40. Adhere to the hotel’s security and emergency policies and procedures.
坚持酒店安全制度、紧急情况处理规定和程序。
41. To ensure that all team members have a complete understanding of and adhere to the Hotel’s Team member Rules and Regulations.
确保员工充分的理解并遵守员工手册内容。
42. Carries out any other reasonable duties and responsibilities as assigned.
完成任何其他合理的职责和被指派的职责。

岗位要求：
1. College graduate, excellent command of written and spoken in English and Chinese language.
大学专科，良好的中英文读写能力。
2. 2-3 years working experience with same position in Brand Hotel
两至三年同等岗位品牌酒店工作经验。
3. Good community ability required.
较好的沟通能力。
4. Good 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。
5. 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。
6. 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。
7. Has detailed knowledge and understanding of computer application and their use, that can effectively demonstrated.
能熟练的掌握和运用电脑。
8. Interpersonal skills to provide overall guest satisfaction.
以较强的人际交往能力提高客人满意度。
9. Ability to work under pressure and deal with stressful situations during busy periods.
能在强压下胜任工作。
10. Thorough organization and supervisory skills proficient in accomplishing the task.
组织管理与督导能力。
 11. Working experience within Hilton Group prefered..
有希尔顿集团内部酒店的工作经验者优先。

希尔顿是国际最具知名度的酒店管理公司之一，拥有十八大卓越酒店品牌，在全球113个国家和地区直接管理、特许经营、持有以及租赁超过5,600家酒店，逾912,000间客房。一直以来，希尔顿始终致力于履行世界最热情好客酒店的使命并在卓越职场研究所2018年的“全球最佳职场”评选中名列第二，成为全球排名最高的酒店集团。自1919年成立以来，希尔顿酒店已共计为超过30亿名宾客提供了服务。同时，作为屡获殊荣的常客奖励计划希尔顿荣誉客会（Hilton   Honors），它已为全球近8,200万名会员提供包括电子登记入住及选择客房、数字密钥与智能客房等非凡礼遇。我们的愿景：让世界充满阳光，让大家感受到热情的温暖，通过提供与众不同的卓越体验，让每位宾客在每家酒店的每次入住都倍感满意。我们的使命：成为全世界最热情友好的公司，为宾客奉上体贴周到的体验，为团队成员提供意义非凡的机会，为业主创造高价值，并为我们的社区带来积极影响。丽江晶玺希尔顿酒店位于丽江市玉龙纳西族自治县文笔海景区，南靠文笔山，东邻古村落，西临文笔海，北眺玉龙雪山，地理位置十分优越。距丽江高铁站仅7分钟车程，交通便捷。拥有578间客房，是目前西南地区单体客房体量最大的酒店。在酒店客房内就能欣赏到文笔海的湖光山色，远眺玉龙雪山。酒店配备有中西餐厅、500m²室内恒温泳池、24小时健身房、1500m²会议区域等休闲、娱乐、商务会议设施。