• 五险一金
• 技能培训
• 带薪年假
• 岗位晋升
• 管理规范
• 包吃包住
• 人性化管理
• 领导好
• 员工活动

1.         Communicates effectively both orally and in writing to provide clear direction to team member. Observes performance and encourages improvement. Monitors hotel environment and makes team 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。留意酒店状况，根据需求进行人员调配。
2.         Reviews VIP reservations and ensures proper handling of VIPs and groups, administers amenity orders, and resumes for incoming guests. Updates system by inputting inventory and non-inventory groups. Monitors special reservation requests handling and oversees rate changes on in-house guests. Conduct night audit, monitor rate and room discrepancy.
关注VIP及有特殊要求的预订，及时更新系统相关信息，确保VIP及团队预订的良               
好运作。监督住店客人房价变更情况。负责酒店电脑系统的夜间审计，监督房态及房价的差异。
3.         Prepare the daily report and relevant report for management, make sure the accuracy of the report.
为酒店管理层准备各种报表并确保其精准性。
4.         Manage night team member, resolves guest concerns, and implements resolutions by using discretion and judgment.
对夜间团队进行管理，用敏锐的判断力和决断力解决客户的问题。
5.         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
6.         Takes responsibility of the entire hotel as the Night Manager in the absence of all other managers and the General Manager.
其他经理不在的情况下，代替其他经理和总经理作为整个酒店的职责经理。
7.         Actively takes part in training the team, facilitating formal training sessions and on the job training
积极地参加职业培训。
8.         Acts as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.
做队员的导师，提高员工水平，促进他们完成所设立的目标。
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.
训练高潜力的员工，提高他们的工作能力。
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，为酒店发展提供建议，有创新精神，为顾客提供品质服务。
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.
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。
12.     Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
为顾客提供热情周到的服务，有宾至如归感。
13.     Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, HHonours 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。
14.     Ensuring that guests are escorted to their room that the hotel facilities and room features are explained, and that luggage is delivered in a prompt manner.
将客人送至客房，介绍客房布局，确保行李及时送达等。
15.     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。
16.     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
17.     Acts as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.
确保VIP客人的待遇。
18.     Liaises with Sales, Reservations and the Business Development team to handle corporate.
协销售，预定和商业发展团队共同为客人提供服务。
19.     Ensures that guests profiles and information is input in to the Police Report system in a timely and accurate way.
确保宾客档案信息及时录入公安申报系统。。
20.     Prepares the night clerk summary on a nightly basis, completing the room, rate, revenue, market segment, and competitor information, and distributing it on a daily basis.
21.     准备夜间报表,完成住客率、房价、收入、市场份额和竞争者收益等数据的录入，并及时派送到相应部门。
22.     Prepares the daily info sheet each morning, including the results from the previous night, forecast for the day, F&B promotional information, meetings, and VIP arrivals and departures ect.
准备每日的报表,其中包括酒店前一天的营运情况, 当日预测，餐饮部各项促销活动及会议，VIP客人的预抵及预离等.
23.     Ensuring that all postings are done prior to closing the night and running the audit.
确保夜班结束前作完所有帐目工作。
24.     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。
25.     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
26.     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。
27.     Ensures communication, coordination and cooperation between the front desk and other operating departments, specifically Housekeeping, F&B and Accounts.
确保前台和其他部门间的沟通交流，特别是客房部，餐饮部等。
28.     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。维持前台设备的正常运做和工作区域的清洁。
29.     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.
确保信息有效的传达到人，及时解决问题让客人满意，参加每日必须的会议等。
30.     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。
31.     Ensures that the night functions of the front desk are completed. Including but not limited to trace report, credit limit check, online back-up, allocation of rooms, Lost Interface, Pay-Masters, Discount and rate discrepancies, and registration cards.
确保完成夜班的任务，包括核对，报告，信用额度核对，网上备份，房间分配和登记卡等 。 
32.     Completes reports where and when requested, ensuring that they are complete and delivered on time to the respected party.
如有要求，提供完整的报告，并及时送至所需部门。
33.     Ensures that the front desk is kept 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。
34.     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 ands 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。  
35.     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。
36.     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。
37.     Follows up on outstanding accounts to ensure no loss of revenue and secures method of payment for upcoming reservations.
跟进担保预订及付款方式，确保酒店收入。
38.     Maintains the efficiency of departure by checking all guests folios to ensure accuracy of charges.
确保所有帐单消费的精准性，为客人提供高效快捷的结帐服务。
39.     Managers and approves rebates, refunds and discounts where applicable.
视情况给予必要的折扣，反款和优惠。
40.     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。
41.     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。
42.     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。
43.     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。

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