1. Implement Hilton value and keep the high standard daily.
执行希尔顿全球价值观以及保持高标准的服务水准。
2. Strong to lead the team and make sure the operation
runs smoothly daily.
强有力领导员工积极确保每天运营畅通。
3. Organize the meeting weekly
and sharing the information daily.
组织每周例会并分享每日信息确保员工保持信息共享的一致性。
4. Familiar with Hilton Honors, SALT and UPSELL program and motivate team member to achieve target.
确保每位员工熟悉希尔顿荣誉客会，宾客满意度系统及增销目标的达成。
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. 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
积极地培训,让员工保持水平一致。
7. Acts as a coach and mentor to team members, reinforcing standards
and expectations and motivating team members to strive for established targets.
训导团队，提高员工水平，激励他们完成目标。
8. Manage turn over to maintain reasonable ratio.
控制酒店员工的流失率。
9. Maintains discipline amongst team members, ensuring consistency in
accordance with the team member handbook, PRC Labor Law and HR guidelines.
Distributes appropriate discipline when and where required.
确保员工手册，相关劳动法，人事指南的一致性，如有违反，纪律处分。
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.
训练和发展有潜力的员工，令其有更好的职业前景。
11. 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。
12. 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.
负责新员工的培训，使其尽快胜任工作，并告知酒店的要求。
13. 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，让他们有回家的感觉。
14. Checking-in guests in accordance with their reservation details, ensuring
that the registration card is completed, reservation information confirmed, Hilton
Honors Number inquired， and method of payment
secured.
登记客人，确保客人信息完整填写并确认，按照希尔顿荣誉会员的要求服务和发展会员，同时确认付款方式。
15. 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，确保行李及时递送等。
16. Handles complaints promptly and efficiently, taking the necessary
action, and informing 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，适当的时候告知宾客关系经理。回访客人，确保客人对解决方法满意。
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. Ensuring VIP guests are treated personally and recognized as an
individual.
要确保VIP客人的个性化服务。
19. Allocates rooms in accordance to 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，控制房间。
20. Promotes Hilton Honors and its associated benefits to guests who are
not already enrolled in the program. Ensures that existing
Hilton Honors 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，发展客人加入会员。
21. Liaises with Sales, Reservations and the Business Development team
to handle corporate.
和销售，预定和商业发展团队共同为客人提供服务.
