Position Summary职位概述
This position is concerned with overall responsibility over Service Department operation and personnel with the hotel and a liaison role with all other departmental managers. 
此职位的工作职责包括负责整个服务部的运营工作和员工的管理工作，同时负责与其他部门经理之间进行有效的沟通。

1. To be responsible for the maximization of room revenue and profit through commercial rooms management; ensuring a consistently high standard of customer service within the department.
通过有效的商业运营，达到酒店利益的最大化；确保部门员工给客人提供一贯高标准的服务。
2. To maximize room sales and revenue for the hotel. Planning and monitoring of any upselling campaign being established at the Service Department.
为酒店创造最高的收益。制定计划并时时监控服务部已实施的促销活动。
3. To maintain a high standard of customer relations/customer service within Service Department. 
维护并保持服务部与住店客人之间良好的关系，同时提供高标准的服务。
4. To develop and maintain a high performance of communication relating to business opportunity between the hotel and the BD.
发展和保持酒店与销售部门之间关于寻找商业发展机会上高效的沟通。
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. Identifies needs and training requirements of team members. 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.
考察团队成员的训练需求。积极地参加职业培训, 让员工保持水平一致。
7. 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。
8. Responsible for the hiring and termination of team members, ensuring that all available positions are filled and grooming team members to fill vacancies. Ensuring that there is a consistent quality of team members employed in the department.
对雇用和解雇员工负责, 确定所有的位置都有合适的人选。确保部门中成员的一致水平。
9. Handles complaints promptly and efficiently, taking the necessary action. 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。回访客人，确保客人对解决方法满意。
10. Check guest`s satisfaction, solve the problem in time , pass the information to the people who`s concerned, and keep the record. 
询问客人的满意度，如有意见及时反馈给相关人员。并且做好顾客意见记录。
11. Supervises Service Department team member to insure smooth and efficient operation during the assigned shift .
督促管理当值期间服务部接待工作，确保提供优质高效的服务。
12. Communicates effectively both orally and in writing to provide clear direction to team member. Assigns and instructs guest service agents in the details of work Observes performance and encourages improvement. 
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。
13. Manages Service Department , resolves guest concerns , handles emergencies and other challenges that may occur during the assigned shift . Implements resolutions by using discretion and judgment .
管理服务部，用敏锐的判断力和决断力对当值期间的突发状况予以迅速解决。
14. 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.
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。
15. 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，确保客人感受到物有所值。
16. Communicates results from SALT&QA, informing the team of results, areas of weakness and strength and the following action.
熟悉SALT和QA 报告，告之团队成员所存在的问题，强处和弱处，以及接下来要做的事情。
17. 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。
18. Understand and grasp the VIP to store information, to ensure that their personalized service.
了解并掌握VIP到店信息，要确保他们的个性化服务。
19. 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.
确保为希尔顿荣誉会员顾客提供优质专业的服务，建议顾客加入会员。
20. Allocates rooms in accordance to the guests reservation, preference and remarks, maintaining a systemized and sales focused approach to room inventory management.
按照客人的预定或喜好安排房间，并做详细目录管理。
21. 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报告系统。
22. 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。
23. 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。
24.  Ensuring the shift is reviewed and hand-over and briefings are carried out.
确保每个班次的回顾，交接班及例会的召开。
25. Developing action plans to address shortfalls in Standards and identifying shortfalls before they affect customer service.
针对工作中的不足制定计划，以避免影响对客服务质量。

Specific Job Knowledge, Skill and Ability工作技能技巧要求：
1. Communicates effectively and clearly.
有效清晰交流。
2. Actively listens and builds on other ideas.
积极聆听、多方位思考。
3. Is culturally sensitive.
文化敏感。
4. Good written and verbal skills.
良好写作和口头表达能力。
5. Strong leadership and people management skills, added with good training skills.
较强的领导和人员管理技能，附加培训技能。
6. Guest oriented and able to confidently build and exceed the service standards.
以客户为导向，并能够自信地建立和超过服务标准。 
7. Strong interpersonal skills and attention to detail.
较强的人际处理能力并关注细节。
8. Ability to access and accurately input information using a moderately complex computer system , including Hilton property management systems .
能快速有效的运用电脑操作系统，包括希尔顿自有的管理系统。

Required Qualifications必要的资历要求：
1. Basic 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。
2. 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。
3. Ability to work under pressure and deal with stressful situations during busy periods.
能在强压下胜任工作。

Preferred Qualifications更高的资历要求：
2 or 3 years of related working experience preferred.
两至三年相关工作经验者优先。
Line operations management and labor related experience preferred.
有运营部门工作经验者将被优先考虑。
Working experience within Hilton Group.
有希尔顿集团内部酒店的工作经验。

乌鲁木齐站希尔顿花园酒店坐落于大美新疆天山脚下的乌鲁木齐经济技术开发区，得天独厚的地理位置，让它成为众多游客和商务人士出行的首选。酒店的交通极为便利，从机场出发，仅需25分钟车程就能直达酒店，极大地减少了旅途的疲惫。如果您选择高铁出行，酒店毗邻乌鲁木齐高铁站，步行5分钟即可轻松抵达，无缝衔接您的出行计划。酒店周边的商业商旅资源丰富，步行8分钟以内，您就能步入热闹非凡的万达商圈，尽情享受购物、美食与娱乐的乐趣；或是漫步至小绿谷生态公园，在城市的喧嚣中寻得一片宁静的绿洲，感受大自然的清新与美好。Hilton Garden Inn Urumqi Railway Station is located in the Urumqi Economic and echnological Development Zone at the foot of the Tianshan Mountains in Xinjiang Province. The transportation of the hotel is very convenient, from the airport, only 25 minutes to the hotel, greatly reducing the fatigue of the journey. If you choose to travel by high-speed rail, the hotel is just a 5-minute walk from Urumqi High-speed Railway station to seamlessly connect your travel plans. The hotel is surrounded by rich commercial travel resources, 8 minutes walk, you can enter the lively Wanda business district, enjoy the fun of shopping, food and entertainment; Or stroll to the small Green Valley Ecological Park, in the hustle and bustle of the city to find a quiet oasis, feel the fresh and beautiful nature.乌鲁木齐站希尔顿花园酒店拥有166间现代化客房，全面覆盖无线网络，让您随时随地都能保持在线。65寸液晶投屏电视，为您打造私人影院般的观影享受。客房内采用标准的舒达双专利床垫，贴合人体曲线，给予身体恰到好处的支撑，让您仿佛置身云端，拥有一夜好眠。酒店提供多种房型供您选择，无论您是独自出行、情侣相伴，还是家庭出游，都能在这里找到最适合的房间。Hilton Garden Inn Urumqi Railway Station has 166 modern rooms with full wireless Internet coverage, so you can stay online anytime, anywhere. 65-inch LCD projection screen TV, for you to create a private cinema viewing enjoyment. In the room, the  standard Suda double patent mattress fits the curve of the human body, giving the body just the right support, so that you feel like you are in the clouds and have a good night's sleep. The hotel offers a variety of room types for you to choose from, whether you are traveling alone, as a couple, or as a family, you will find the perfect room here.