• 五险一金
• 技能培训
• 带薪年假
• 岗位晋升
• 管理规范
• 年度旅游
• 包吃包住
• 人性化管理
• 节日礼物
• 员工生日礼物

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 careline 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，关爱热线员工。
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.         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。
6.         Takes an active role in the Careline team, ensuring effective communication and working as a team in order to reach goals and targets.
在关爱热线团队中扮演积极角色，有效的沟通，确保达到目标。
7.         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。
8.         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。
9.         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。
10.         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。
11.         Handles complaints promptly and efficiently, taking the necessary action, and informing the Careline Manager or Guest Service 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，适当的时候告知关爱热线经理或宾客服务经理。回访客人，确保客人对解决方法满意。
12.         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。
13.         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。

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