• 五险一金
• 技能培训
• 带薪年假
• 岗位晋升
• 包吃包住
• 周休二
• 管理规范
• 员工生日礼物

 
  
  
1.        
  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。
  
2.        
  Has
  knowledge of the hotels facilities and services as well as basic knowledge of
  Hilton International, and other Hilton properties in China. 
  
掌握希尔顿酒店集团及中国地区其他希尔顿项目的基本概况。
  
3.        
  Communicates
  effectively both orally and in writing to provide clear direction to staff.
  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。
  
4.        
  Uses
  creative management skills to solve guest and team member problems . Ensures
  compliance with company standards to ensure consistent high quality guest
  relations .
  
在遵循酒店规章制度，维持优质高效服务的基础上设法解决所有宾客及员工遇到的困难和问题。
  
5.        
  Resolve customer
  complaints by conducting thorough research of the situation and the most
  effective resolution. Authorize revenue allowances to remedy problems only
  after alternative solutions have been offered.
  
在彻底了解事件发生经过的情况下解决客人投诉，在对提供多种解决方案仍无法解决投诉的情况下予以一定的收益补偿。
  
6.        
  Greets guests
  immediately with a friendly and sincere welcome , uses a positive and clear
  speaking voice , listens to and understands requests , issues and situations
  from both guests and team members. Regular attendance in conformance with the
  standards ,which may be established by Hilton from time to time , is
  essential to the successful performance of this position. Due to the cyclical
  nature of the hospitality industry , employees may be required to work
  varying schedules to reflect the business needs of the hotel .
  
友好诚挚的问候，耐心倾听，沟通并解决所有宾客与员工的困难和问题。在团队中起到表率作用，能应酒店需求调整工作时间。
  
7.        
  Supports
  and motivates Concierge team members by leading by example and employing
  competent and consistent management practices.
  
通过训练及一致的管理，领导和激励团队员工。
  
8.        
  Prepare
  and conduct daily pre-shift meetings, communicate effectively with all team
  member and provide them with any information necessary to provide guest
  service in accordance with Hilton Doubletree standards.
  
主持日常例会，及时将希尔顿服务标准，对客服务的相关信息做有效传递。
  
9.        
  Monitor
  performance of team member with performance evaluations and discipline
  issues. Make recommendations for training related issues when inconsistencies
  develop at the Executive Floor Desk. Regular attendance in conformance with
  the standards, which may be established by Hilton from time to time, is
  essential to the successful performance of this position. Due to the cyclical
  nature of the hospitality industry, employees may be required to work varying
  schedules to reflect the business needs of the hotel.
  
对员工表现作出评估，不足之处予以指出并给予恰当培训。在团队中起到表率作用，能应酒店需求调整工作时间。      
  
10.     Actively takes part in training the team,
  supporting and leading formal training sessions and focusing 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。
  
11.     Acts as a coach and mentor to team members,
  reinforcing standards and expectations and motivating team members to strive
  for established targets.
  
做员工的导师，提高员工水平，促进他们完成所设立的目标。
  
12.     Maintains discipline amongst team members,
  ensuring consistency in accordance with the team member handbook, Chinese
  Labour Law and HR guidelines. 
  
确保员工手册，中国的劳动法，HR指南的一致性，必要的时候提供培训。
  
13.     Is involved with the development of high
  potential team members to ensure that all team members are trained to
  progress to the next level of their career.
  
培训部门高潜能员工，促进工作水平的提高及进一步的职业规划。
  
14.     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。
  
15.     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。
  
16.     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。
  
17.     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。
  
18.     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.
  
确保信息的有效传递，尚未完成的事情逐一移交至有关人员，让宾客满意。参加日常例会及其他会议。
  
19.     Ensures that the front desk is kept stocked and
  maintained with requisitions and that par levels are maintained and stock
  tracked.
  
确保日常设设施备用品的维护保养和必需库存，所有物品记录有序。
  
20.     Adheres to the hotel selling strategy of Demand
  Based Pricing and maintains rate integrity.
  
根据价格要求向客人提供相应物有所值的物品。
  
21.     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，参与救助行动。  
  
22.     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，确保所有收银员的现金帐目准确无误，收支平衡。
  
23.     Adheres to the company credit policy at all times
  when handling cash, credit card transactions, city ledger, providing currency
  exchange services, 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，公司或第三方付费等服务时要严格遵守酒店规定。
  
24.     Maintains safety deposit boxes, ensuring that
  guests valuables are safe and secure at all times.
  
为客人提供保险箱，保证他们的财物安全。
  
25.     Manages costs effectively by minimizing and
  controlling expenses.
  
控制花费，节约成本。
  
26.     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。
  
27.     Supervises front desk staff to insure smooth and
  efficient operation during the assigned shift .
  
督促管理当值期间前台接待工作，确保提供优质高效的服务。
  
28.     Manages desk, resolves guest concerns, handles
  emergencies and other challenges that may occur during the assigned shift.
  Implements resolutions by using discretion and judgment.
  
管理前台，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。
  
29.    
  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。 
  
30.    
  Checks
  Registration cards, meeting and function information, billing instructions,
  financial records and reservation backup to ensure that all information received
  is actioned upon.
  
核对入住登记表，会议及活动信息，预订备份等。
  
31.    
  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，确保预订的有效性和准确性。
  
32.    
  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。
  
33.    
  Acts as
  the first point of contact and liaison for VIP guests, ensuring that they are
  treated personally and recognized as an individual.
  
作为VIP客人最先联系到的部门，要确保他们的个性化服务。
  
34.    
  Liaises
  with Sales, Reservations and the Business Development team to handle
  corporate.
  
协助销售，预定和商业发展团队共同为客人提供服务。
  
35.    
  Allocates
  rooms in accordance with the guest's 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。
  
36.    
  Ensures
  that guests profiles and information is input into 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。
  
37.    
  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，财务部等。
  
38.    
  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.
  
维护酒店电脑系统信息数据的准确性，便于系统操作，确保前台运营设备的正常运转以及工作区域的整洁清洁。
  
39.    
  Ensures
  that the day-to-day functions of the front desk are completed. Including but
  not limited to Guest Services Manager’s checklist, trace reports, credit
  limit checks, online back-up, allocation of rooms, Lost Interface,
  Pay-Masters, Discount and rate discrepancies, and registration cards. 
  
确保前台的日常管理，包括但不局限于工作的监督，房间分配，报告，信用额度核对，电脑数据备份及主帐的核对等。
  
40.    
  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。
  
41.    
  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。
  
42.    
  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。
  
43.    
  Handles
  guest relocations as required. 
  
帮助客人解决换房间事宜。
  
44.    
  Handles
  complaints promptly and efficiently, taking the necessary action, and
  informing the Guest Relations 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。
  
45.    
  Monitor
  Executive Floor traffic to make team membering adjustments accordingly.
  
维持行政楼层的秩序，根据需求进行人员调配。
  
46.    
  Prepares
  the Executive Lounge for F&B service, monitoring service and preparation
  areas to ensure cleanliness and presentation standards. Meets and greets
  regular and normal guests during the service, ensuring satisfaction.
  
为行政楼层提供餐饮服务，监督管理使行政楼层随时都处于最佳状态。问候行政楼层的客人和常客确保客户满意度。
  
47.    
  Ensures
  that the Assistant Front Desk and Guest Service Managers are kept aware and
  up to date of operational issues.
  
汇报最新的工作进展，确保前厅副经理和宾客服务经理对部门营运状况的了解。
  
48.    
  Operation
  of office equipment such as facsimile and photocopier as needed.
  
对行政楼层的设施设备和文具用品予以管理，如传真机，影印机等。
  
49.    
  Pre
  Register all VIP’s and Hilton Hhonors Reservations so that the rooms may be
  inspected, and at the same time to ensure amenities are delivered to the
  correct  Rooms.
  
做好VIP和希尔顿会员抵店前的准备工作，确保VIP礼物的及时摆放。
  
50.    
  Prepare
  daily forecast of expected arrivals and departures using analysis and
  judgment skills.
  
对已有数据进行分析整理，做好预抵和预离的报表。
  
51.    
  Responds
  to inquires with accurate information regarding hours of outlet operation ,
  directions to local attractions , or meeting rooms , car rentals and airline
  shuttle service , etc ,according to individual needs.
  
快速精准的回答和应对客人提出的问题及要求，其中包括各消费场所的营运时间，景区景点指南，租车服务及机场接送服务等。
  
52.    
  Arranges
  and confirms recreation , business and dining activities both inside and
  outside the hotel . Promptly responds to requests for dentists , doctors
  ,child care , florists , etc.
  
代客预订店内及店外的餐厅和娱乐场所。为医疗保健，托婴，送花等服务提供协助。
  
53.    
  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。
  
54.    
  Ensures
  that the concierge team correctly carries out ticket reconfirmation, tour
  bookings and makes guest reservations when required.
  
确保根据不同需求为宾客提供票务信息确认，旅行预定等服务。
  
55.    
  Remains
  calm and attentive especially during heavy hotel activity and emergencies .
  Listens and responds to guest inquires using a positive , clear speaking
  voice . Answers questions and offers assistance giving accurate information
  regarding outlet hours , other hotel services , directions to local
  attractions or function rooms ,car rentals , air line shuttle service ,etc.
  
能成着冷静的应对各种突发情况。熟知酒店各营运场所的营业时间，为客人提供旅游向导，租车，订票等各种服务。
  
56.    
  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。
  
57.    
  Ensures 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 farewell.
  
如有需要，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。
  
58.    
  Handles
  and stores guests luggage in a safe and secure, organized and systemized way.
  
有条理的安放和储存客人的行李并确保安全。
  
59.    
  Responsible
  for ensuring that 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，及常用客用资料和物品等的补充更新。
  
60.    
  Handles
  and delivers messages, receives and distributes packages, and the daily post
  and correspondence of both guests and the hotel
  
确保礼宾部准确的信息传递，保证酒店和宾客每日包裹邮件的正常收发。
  
61.    
  Responsible
  for managing guest airport transportation, ensuring pick-ups and drop-offs
  are completed on time and the most effective use of the drivers time is made.
  
为客户提供机场接送服务并最大效率的安排司机的工作时间。
  
62.    
  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。
  
63.    
  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。
  
 

乌鲁木齐康莱德酒店坐落于乌鲁木齐友好商圈中心位置，总建筑面积约6.88万平方米，是首府商业中心的顶级豪华酒店。酒店与美美购物中心直接相连，全球奢侈品牌购物中心近在咫尺，毗邻美美2、友好商场等大型实力商业综合体和众多高端写字楼。交通极为便利，距机场、火车站车程仅20分钟。是您商务接待、休闲观光、旅客下榻的乘心之选。康莱德酒店及度假村在全球五大洲拥有40多家酒店，它们都将自信大胆的设计、具有影响力的体验和悉心策划的当代艺术之间无缝衔接，并以此激发感知敏锐的旅行者。在康莱德，宾客通过直观的服务和体验开启探索之旅，与当地建立真实的连接。除了屡获殊荣的酒店产品与服务外，康莱德品牌还不断拓展公寓类产品组合，在激发灵感的目的地呈现上乘的设计、一流的设施以及贯彻希尔顿宗旨的服务。请通过conradhotels.com 或先进的希尔顿荣誉客会专属 APP 预订，入住康莱德酒店及度假村。希尔顿荣誉客会会员可在希尔顿集团官方渠道直接预订客房并享受即时礼遇。欲了解康莱德酒店及度假村品牌更多信息，请登录stories.hilton.com/conradhotels，并可通过“希尔顿 Hilton”微信公众号、官方微博了解更多品牌信息。