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

Position Summary 职位概述:
1.Assist Front Office Manager in administration and management all Front Office operation to ensure profitability , control cost and quality standards to insure total guest satisfaction. To efficiently coordinate the day to day operation of the Front Desk and provide leadership at the frontline level.
协助前厅经理管理前厅部运作，包括利润最大化，控制成本和服务质量， 确保顾客满意度，同时有效的协调及领导前台和宾客关系部每日的任务分配和运作。
2.Communicates effectively both orally and in writing to provide clear direction to team member. Observes performance and encourages improvement. Trains, supervises, evaluates, counsels, and administers disciplinary procedures for front office team member. Monitors lobby traffic and makes team 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。依相关程序培训，督导，评估，管理前厅部所有员工。留意大堂交通状况，根据需求进行人员调配。
3.Reviews VIP reservations and ensures proper handling of VIPs and groups, administers amenity orders, and resumes for incoming guests. Updates system by inputting inventory and non-inventory groups. Monitors special reservation requests handling and oversees rate changes on in-house guests.
关注VIP及有特殊要求的预订，及时更新系统相关信息，确保VIP及团队预订的良好运作。监督住店客人房价变更情况。
4.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 forecast of expected arrivals and departures.
关注VIP及有特殊要求的预订，及时更新系统相关信息，确保VIP及团队预订的良好运作。监督住店客人房价变更情况。
5.Manages front office team member, resolves guest concerns, and implements resolutions by using discretion and judgment.
对前台进行日常管理，用敏锐的判断力和决断力解决客户的问题。
6.Leads and motivates 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。
7.Takes responsibility of the hotel as the Duty Manager in the absence of the Assistant Front Office / Front Office Manager.
在前厅经理/前厅副经理不在的情况下，作为值班经理负起责任。
8.Acts as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.
做队员的导师，提高员工水平，促进他们完成所设立的目标。
9.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。
10.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.
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。
11.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。
12.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。 
13.Handles complaints promptly and efficiently, taking the necessary action, and informing the 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。
14.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。
15.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。
16.Liaises with Sales, Reservations and the Business Development team to handle corporate.
协同销售，预订及业务发展团队共同为客人提供服务。.
17.Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, MEAP & other properties in China.
掌握希尔顿酒店集团的基本概况。
18.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。
19.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，餐饮部和财务部等。
20.Ensures that the Front Office Manager is kept aware and up to date of operational issues.
汇报最新的工作进展，确保前厅经理对整个部门营运状况的了解。
21.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. 
确保完成行政楼层每日的任务，包括核对，报告，信用额度核对，网上备份等。
22.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。
23.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，成为救火的一部分参与行动。   
24.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。
25.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。
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. Adhere to the hotel’s security and emergency policies and procedures.
坚持酒店安全制度、紧急情况处理规定和程序。
28.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。
Specific Job Knowledge, Skill and Ability工作技能技巧要求：
1.Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.
能有效的用英语沟通交流。
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.Interpersonal skills to provide overall guest satisfaction.
以较强的人际交往能力提高客人满意度。
Required Qualifications必要的资历要求：
1.Excellent 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.Thorough organization and supervisory skills proficient in accomplishing the task.
组织管理与督导技能。
3.Ability to work under pressure and deal with stressful situations during busy periods.
能在强压下胜任工作。

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