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【职位描述】
• 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.
• 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。
• 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。
• 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。
• 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。
• 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.
简单易懂的训练新员工,使器其尽快达到胜任工作的最低标准,明白他应该要做到什么样的标准。
• Takes an active role in the front desk and concierge team, ensuring effective communication and working as a team in order to reach goals and targets.
团队工作,在前台扮演积极角色,有效率的和客人沟通,确保达到目标
• Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
为顾客提供热情服务,让他们立刻有回家的感觉。
• Ensures that the concierge team escorts guests 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,确保行李及时寄存等。
• Handles complaints promptly and efficiently, taking the necessary action, and informing the Duty 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。
• 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。
• Ensures that VIP guests are treated personally and recognized as an individual.
确保VIP客人的待遇。
• Promotes Honours and its associated benefits to guests who are not already enrolled in the program. Ensures that existing Honours members receive personal and professional service that recognizes them as important guests and that their benefits are received.
确保为会员顾客提供优质专业的服务,劝说顾客加入会员。
• Ensures that the concierge team facilitate a prompt departure for all guests by ensuring that their luggage is brought from their rooms promptly when requested, or offered assistance when in the lobby. Also to ensure that all guests are offered to make arrangements for transportation and that they are invited back and farewelled.
如有必要,帮助客人拿取行李,确保客人及时办理离店,安排运送,同时欢迎他们再次光临。
• Manages the storage and organization of guests luggage in a safe and secure, organized and systemized way.
有条理的安放客人的行李,确保安全。
• Ensures that the concierge team maintains the lobby appearance is neat and tidy, and that public areas are called when necessary. Responsible for ensuring that hotel material and information is stocked and available for guests.
确保大厅的整洁卫生,为宾客预备常用的物品和信息等。
• 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。
• 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。将这些知识与团队成员分享。
• Monitors the sale of postage stamps, telephone cards and other items and maintains a cash float.
对出售的邮票,电话卡和其他物品,现金兑换等进行管理。
• Ensures that the concierge team correctly carries out ticket reconfirmation, safari bookings and makes guest reservations when required.
确保如有需要,礼宾部能为宾客进行票务信息确认,预定等。
• Ensures that the concierge team correctly handles and delivers messages, receives and distributes packages, and the daily post and correspondence of both guests and the hotel
确保礼宾部准确的传递信息,保证酒店和宾客每日包裹邮件的收发。
• 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.
将准确完整的信息录入酒店管理系统,以便大家分享。
• 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。
• Manages and maintains the Concierge Desk stock and that it is not wasted, maintaining costs where able.
节约成本,确保礼宾台存货不浪费。
【任职要求】
1. College degree or above, more than 4 years working experience in international brand hotels, including more than 1 year working experience as concierge,and has obtained the Golden Key
大专及以上学历,有国际品牌酒店4年以上工作经验,其中担任礼宾部负责人1年以上工作经验,且已取得的金钥匙。
2. Demonstrated excellent People Management, Communication skill, selection and counselling skill。
优秀的人员管理、沟通、甄选和协调能力。
3. Good at English, especially oral and written English.
良好的英语口语和书写能力。
4. Demonstrated strong leadership skill.
较强的领导技能
5. Thorough organization and supervisory skills proficient in accomplishing the task.
组织管理与督导能力。
南京希尔顿酒店是由江苏朗昇置业股份有限公司投资、由希尔顿全球集团管理经营的国际白金五星级酒店。酒店坐落于六朝古都,江苏省南京市河西CBD核心地段,毗邻万达广场和商业步行街,步行2分钟可到达2号线集庆门大街地铁站,10分钟车程可达南京奥体中心及南京国际博览中心,20分钟车程可达南京南站,40分钟车程可达南京禄口国际机场。酒店共有333间设计独具匠心的客房,4间风格迥异的特色餐厅及酒吧,占地1846平米的会议及宴会场地。1200平米无柱式宴会厅,高达9米,翘首城中,另有7间独立多功能厅、一间董事会议室,满足会议策划者的多样需求,整体设计处处体现南京“虎踞龙盘,山水形胜”的古都历史文化精髓。我们热情的欢迎您,加入希尔顿全球这个温暖的大家庭,积极践行我们的价值观,享受工作与生活的乐趣,并与我们蓬勃发展!我们是希尔顿,我们诠释待客之道!加入希尔顿全球,我们为您提供:具有市场竞争力的薪资水平优质的免费员工自助餐免费的公寓式员工宿舍及交通补贴每周双休、享受国家法定假日和带薪年假全面的社会保险及住房公积金福利丰厚的年终奖金计划免费的制服洗涤服务舒适的免费洗浴室及休息室丰富多彩的员工活动和出游计划为团队成员量身定制培训课程和发展计划免费的希尔顿网络大学课程培训免费的希尔顿全球英语培训希尔顿全球酒店的员工入住及餐饮优惠希尔顿全球姐妹酒店交叉培训希尔顿旗下酒店的内部调动及事业发展机会交通信息:公交路线:可乘坐57, 82,7, 166, 37,等公交路线于江东万达广场站下车,步行2分钟左右即可到达。可乘坐61, 129,路公交车于水西门大街江东门站下车步行5分钟左右即可到达。地铁路线:地铁2号线:集庆门大街站下车后5号出口步行约2分钟即可到达。 酒店人力资源部办公室地址:南京市建邺区江东中路100号负一楼(万达写字楼E座对面员工通道入口) 求职请携带近期彩色1寸照片,身份证复印件、相关学历或岗位资质证明原件及复印件。 联 系 人:李女士联系电话: 025-86658888 转 6909邮 箱: Eileen.Li@hilton.com酒店地址: 南京市建邺区江东中路100号