Hilton Jobs

希尔顿在全球 100 多个国家和地区拥有数以千计的酒店，提供无数令人愉悦的机会。 从敞开的大门到热情的微笑，再到与众不同的体验，我们为每年与我们在一起的数百万旅行者提供他们永远不会忘记的欢迎。 除了我们旗舰品牌希尔顿酒店及度假村还包括：华尔道夫酒店及度假村、LXR、康莱德酒店及度假村、希尔顿嘉悦里酒店、Signia、格芮希尔顿精选酒店、希尔顿逸林酒店及度假村、Tapestry Collection by Hilton、希尔顿尊盛酒店、Tempo、 Motto、希尔顿花园酒店、希尔顿欢朋酒店、Tru by Hilton、希尔顿欣庭酒店、希尔顿惠庭酒店和希尔顿分时度假俱乐部。

如果您热衷全球旅行对世界的影响，您可能就是我们正在寻找的希尔顿团队成员。 因为在希尔顿酒店，我们永远不会忘记我们在这里的原因：使我们的客人，团队成员和业主都满意。

负责当值期间领导前台接待做好各种接待工作，提供一致高效的服务。

我的具体职责是什么?

作为前台主管，您将应以最高标准完成以下任务:

• 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。

• 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。

• 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。

• 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。

• 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。

• 通过训练及一致的管理，领导和激励团队员工。

• 积极地参加职业培训,让员工保持水平一致。

• 做员工的导师，提高员工水平，促进他们完成所设立的目标。

• 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。

• 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。

• 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。

• 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。

• 为顾客提供热情周到的服务，有宾至如归感。

• 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。

• 将客人送至客房，介绍客房布局，确保行李及时送达。

• 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。

• 维护顾客档案和信息，确保预订的有效性和准确性。

• 作为VIP客人最先联系到的部门，要确保他们的个性化服务。

• 协销售，预定和商业发展团队共同为客人提供服务。

• 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。

• 按照客人的预定或喜好安排房间，并做详细目录管理。

• 确保宾客档案信息及时录入公安申报系统。

• 遵循希尔顿品牌标准。

• 掌握希尔顿酒店集团的基本概况。

• 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。

• 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。

• 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。

• 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。

• 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。

• 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。

• 核对入住登记表，会议及活动信息，预订备份等。

• 如有要求，提供完整的报告，并及时送至所需部门。

• 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。

• 警惕商业竞争行为， 促进积极的市场发展。

• 根据价格要求向客人提供相应物有所值的物品。

• 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。

• 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。

• 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。

• 为客人提供保险箱，保证他们的财物安全。

• 跟进担保预订及付款方式，确保酒店收入。

• 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。

• 控制花费，节约成本。

• 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。

• 帮助客人解决换房间事宜。

• 如有必要，该部门有权更改或补充该职位描述。

• 完成任何其他合理的职责和被指派的职责。

• 熟悉和掌握前台各项系统。

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

The Front Desk Supervisor provides leadership and guidance to Front Desk staff during the assigned shift to ensure that consistent quality service is provided.

What will I be doing?

As the Front Desk Supervisor, you will be responsible for performing the following tasks to the highest standards:

• Supervise Front Desk staff to ensure smooth and efficient operation during the assigned shift.

• Communicate effectively both verbally and in writing to provide clear directions to staff.

• Assign and instruct Guest Service Agents in the details of work, observing their performance and encouraging improvements.

• Use creative management skills to solve guest and team member problems, ensuring compliance with company standards to ensure consistent high-quality guest relations.

• Manage desk, resolve guest concerns, handles emergencies and other challenges that may occur during the assigned shift, implementing resolutions by using discretion and judgment.

• Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice.

• Listen to and understand requests, issues and situations from both guests and team members.

• Regular attendance in conformance with the standards established by Hilton from time to time.

• Work varying schedules to reflect the business needs of the hotel due to the cyclical nature of the hospitality industry.

• Support and motivate front desk team members by leading by example and employing competent and consistent management practices.

• Actively take part in training the team, supporting and leading formal training sessions and focusing on on-the-job training to ensure that all team members are of the same standard.

• Attend training where and when required.

• Act as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.

• Maintain discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labor Law and HR guidelines.

• Be 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.

• Contribute 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.

• 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 jobs and know what is expected of them.

• Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.

• Check-in guests in accordance with their reservation details, ensuring that the registration cards are completed, reservation information confirmed, Hilton Honors and Frequent Flyer numbers enquired, and method of payment is secured.

• Ensure that guests are escorted to their rooms, hotel facilities and room features are explained, and luggage is delivered in a prompt manner.

• Handle complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager or Guest Service Manager to follow-up where appropriate.

• Follows-up with all guests to ensure satisfaction with problem resolutions.

• Maintain awareness of guests’ profiles and specific preferences, ensuring that they are acted upon for each reservation.

• Act as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.

• Liaise with Sales, Reservations and the Business Development teams to handle corporate guests.

• Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.

• Allocate room in accordance to the guests’ reservations, preferences and remarks, maintaining a systemized and sales focused approach to room inventory management.

• Ensure that guests’ profiles and information is input into the Police Report system in a timely and accurate way.

• Apply 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.

• Knowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton International, MEAP and other properties in China.

• Up to date with information on facilities, attractions, places of interest, sights and activities in and around the hotel.

• Ensure communication, coordination and cooperation between the front desk and other operating departments, specifically Housekeeping, F&B and Accounts.

• Maintain hotel systems to ensure accuracy of information and data, and that it is easy to use and operate, in an organized and systemized way.

• Ensure 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.

• Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.

• Conduct daily briefings, shift handovers, attend meetings and effectively communicate information to team members.

• Ensure that the Assistant Front Desk and Guest Service Managers are kept aware and up to date with operational issues.

• Ensure that the day-to-day functions of the front desk are completed, including but not limited to Guest Service Manager’s checklists, trace reports, credit limit checks, online back-ups, allocation of rooms, Lost Interface, Pay-Masters, discount and rate discrepancies, and registration cards.

• Check registration cards, meetings and functions information, billing instructions, financial records and reservation backups to ensure that all information received is acted upon.

• Complete reports where and when requested, ensuring that they are complete and delivered on time to the respected parties.

• Ensure that the front desk is kept stocked and maintained with requisitions and that par levels are maintained, and stock tracked.

• Keep up to date and aware of competitor activities in order to be proactive and create market advantage.

• Adhere to the hotel selling strategy of Demand Based Pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests.

• Comply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations. In the absence of the Guest Relations Manager, be a part of the Fire Team and take action accordingly.

• Adhere strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount.

• Adhere to the company’s credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services, LPO and third-party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.

• Maintain safety deposit boxes, ensuring that guests’ valuables are safe and secure at all times.

• Follow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations.

• Maintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges.

• Manage costs effectively by minimizing and controlling expenses.

• Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, adhere to Hilton brand standards and ensuring that guests receive value for money.

• Handle guest relocations as required.

• Familiar with and master the Front Desk system.

• Carry out any other reasonable duties and responsibilities as assigned.

• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

我们寻找什么样的人才?

希尔顿前台主管始终要以宾客的利益为重并与其他团队成员密切合作。若要成功地应聘这一职位，您的态度、行为、技能和价值观应符合下列标准:

• 能有效的用英语沟通交流。

• 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。

• 以较强的人际交往能力提高客人满意度。

• 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。

• 擅长于处理宾客关系，能快速有效的应对各种问题。

• 能在强压下胜任工作。

• 两至三年相关工作经验者优先。

服务于希尔顿将会如何?

希尔顿全球是国际最具知名度的酒店管理公司之一，其下品牌包括从豪华的全面服务酒店，度假村到公寓式酒店以及中端酒店等。近一个世纪，希尔顿全球致力于通过全球品牌。延续为全球客户提供优质服务的传统，坚持为商务和休闲旅游人士提供最优质的客房、服务、产品和品牌价值。我们的愿景 “让世界充满阳光，让大家都感受到热情的温暖，提供与众不同的卓越体验，让每位宾客在每家酒店的每次住宿都倍感满意” 团结我们作为一个团队每天都在世界各地创造非凡的酒店体验。同时，我们惊人的团队成员是希尔顿的核心所在！

What are we looking for?

A Front Desk Supervisor serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Able to read, write, speak and understand the English language to communicate effectively with guests and employees.

• Able to access and accurately input information using a moderately complex computer system, including Hilton property management systems.

• Good interpersonal skills to provide overall guest satisfaction.

• Basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.

• Able 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 analyse accurate information and resolve conflicts.

• Able to work under pressure and deal with stressful situations during busy periods.

• 2 to 3 years of related working experience preferred.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

Job: Guest Services, Operations, and Front Office

Title: 前台接待主管

Location: null

Requisition ID: HOT0AEOG

EOE/AA/Disabled/Veterans