• 五险一金
• 多元化
• 个性化体验
• 职业关爱
• 带薪年假
• 技能培训
• 员工生日礼物
• 包吃包住
• 岗位晋升
• 管理规范

【职位描述】
·       主张对客服务的中心是永远记住客人是你工作的中心。

·       保持一个积极的态度，履行个人的职责和主动权去解决问题，永远和你的客人和员工进行清晰明了的沟通。

·       目的明确地，坚定地，热情洋溢地执行所有工作任务，把握时机去学习新的工作技巧和知识，以改进和提高你个人的绩效。

·       灵活性地，积极地进行反应，清晰明确地改变职位需求，这包括一些工作对你工作表现的要求。

·       主张团队的中心，是展示团结协作和支持同事达成团队目标。

·       贡献自己的观点和意见，强化酒店操作运作的、环境周围的程序。

·       积极地推销希尔顿酒店的服务和设备给客人和酒店的供应商。

·       以确保你的安全和你工作场合里其他人的安全为前提，执行和完成所有的工作职责和任务

·       同意并实施以行动去提高对客服务的质量。

·       必要时及时有效的处理客人的投诉，知会前台主管、宾客服务经理继续跟进并回访客人，确保客人对解决方法满意（服务补救）。

·       和客房部团队建立良好的沟通，确保房间清洁到位。

·       记录保持客人历史记录，以便更好地给再次入住的客人提供优质的服务。

·       出席和参加定期的前厅部及相关的会议。

·       与团队针对目标进行沟通。

·       了解城市周边地区的最新信息，名胜，风景地等，为顾客提供方便。

·       根据希尔顿品牌的标准要求，确保所有的客人要求和问题都迅速和有效地响应和处理。

·       确保各个轮班得以被评估和交接，以及简报会议得以执行实现。

·       成员之间的团队协作。

·       创造一个“所有人都在销售”的环境。

·       保证团队能一直获取部门、酒店和公司的最新的活动信息，通过定期的沟通会议和备忘录。

·       提前计划和确保有充足的可用资源。

·       明白酒店和部门的目标并实现它们。

·       如有必要，该部门有权更改或补充该职位描述。

·       如有可能用客人的母语与其交流。

·       完成任何其他合理的职责和被指派的职责。   

·       全面了解前厅部所用的系统。

·       Maintain high customer service focus by approaching your job with the customers always in mind.

·       Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.

·       Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.

·       Be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.

·       Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.

·       Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.

·       Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.

·       Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.

·       Agree and implement actions to make improvements to customer service.

·       Positively dealing with and learn from customer complaints and comments with follow-up and feedback to the Director of Operations.

·       Coordinate with the Housekeeping department to ensure cleaning is followed-up. 

·       Maintain guest histories to assist with returning guests.

·       Attend and participate in regular operational and hotel meetings.

·       Communicate goals to the team.

·       Provide city information to guests.

·       Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before guests ask.

·       Ensure the shift is reviewed, and handovers and briefings are carried out.

·       Getting members of the team to work cooperatively with others.

·       Create an environment where “everyone sells”.

·       Keep the team up-to-date about departmental, hotel and company activities through regular communication meetings and memos, including special events and promotions in the restaurants and bars.

·       Plan ahead and ensure adequate resources are available.

·       Set and agree to departmental objectives for self and team.

·       Attempt to communicate with guests in guest’s native language if applicable.

·       Have complete knowledge of operational systems at the Front Office.

·       Carry out any other reasonable duties and responsibilities as assigned.

·       The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

【任职要求】
·       能用英语有效的倾听和进行沟通。

·       熟练操作酒店电脑系统。

·       擅长于处理宾客关系，能有效快速的应对处理各种问题。

·       以较强的人际交往能力提高客人满意度。

·       能在强压下胜任工作。

·       一至两年相关工作经验者优先。

·       Able to read, listen and communicate effectively in English, both verbally and in writing.

·       Able to access and accurately input information using a moderately complex computer system.

·       Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

·       Good interpersonal skills to provide overall guest satisfaction.

·       Able to work under pressure and deal with stressful situations during busy periods.

·       1 to 2 years of related working experience preferred.

上海康莱德酒店坐落上海市中心的南京东路和人民广场地带，交通便捷，连接1/2/8地铁线。著名的南京路步行街，人民广场，上海博物馆，上海大剧院等亦在信步之间；步行亦可到达外滩、新天地、豫园、城隍庙等知名旅游景点；距外滩咫尺之遥，毗邻人民广场地铁站。酒店作为人民广场地标建筑，楼高66层，设计时尚典雅，餐厅和酒吧供应丰富的创意美食和特色饮品。728间客房及套房雅致舒适，均设有宽大的落地窗，人民广场和外滩的迷人景色尽收眼底。酒店40 层及以上为行政楼层，可居高临下俯瞰繁华城市及外滩景观，于此下榻尊享诸多希尔顿会员专属礼遇。