上海招聘

职位描述：
Position Title: Executive Floor Supervisor
职 位 行政楼层主管
Department: Front Office
部 门 前厅部
Report To: Executive Floor Manager
汇报给 行政楼层经理

Principle Responsibilities & Position Purpose:
职责目标：

Assists the Executive Floor Manager in administration and manage all Executive Floor operation ensure profitability control costs and quality standards to insure total guest satisfaction and to efficiently coordinate the day to day operation of the Executive Lounge and Executive floors, and provide leadership at the frontline level.
协助行政楼层经理管理行政楼层运作，包括利润最大化，控制成本和服务质量， 确保顾客满意度，有效的领导行政楼层和行政客房的各项运作。

Essential Responsibilities:
基本职责：

Communicates effectively both orally and in writing to provide clear direction to staff. Observes performance and encourages improvement. Interviews, selects, trains, supervises, evaluates, counsels, and administers disciplinary procedures for Executive Lounge staff. Monitors Executive Lounge traffic and makes staffing 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。依相关程序面试，挑选，培训，督导，评估，管理前厅部所有员工。维持行政楼层的秩序，根据需求进行人员调配。
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。
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.
估算每日薪酬，进程表及相关报表。根据之前的经验及详细预订情况对数据进行分析，预测每周及每日的预抵和预离。
Manages Executive Lounge staff, resolves guest concerns, and implements resolutions by using discretion and judgment.
管理行政楼层员工，运用用敏锐的判断力和决断力解决客户的问题。
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by management based upon the particular requirements of the company.
除上述基本职责之外，另有以下职责需要执行：
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.
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。
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。
Maintains discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labour Law and HR guidelines. Distributes appropriate discipline when and where required.
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。
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.
根据希尔顿绩效评估标准，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.
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。
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。
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。
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。
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。
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。
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。
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。
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。
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。
Prints Welcome letters from the Guest Relation Manager, and for 1st time stay HHonours guests, arranges welcome cards and ensure that they are placed in guest rooms or handed over at the time of arrival.
从宾客关系经理处打印希尔顿荣誉客会会员卡，并确保欢迎卡及时置于会员入住的房间。
Coordinates with Amenity Butlers to arrange in-room amenity set-ups according to VIP level and for special occasions – ie. Birthday’s and Honeymoon’s.
为VIP客人或特殊场合安排活动，例如：过生日和度蜜月的宾客。
Facilitate the operation of the VIP gift amenity menu, by offering it to guests, and ensuring that VIP’s receive their chosen amenity item.
提供VIP宾客礼遇的单页，确保宾客享用到所有礼遇。
Liaises with Sales, Reservations and the Business Development team to handle corporate guests.
协销售，预定和商业发展团队共同为客人提供服务。
Provides extra services for VIP guests including offering refreshments, cold towels and other courtesies upon arrival.
为VIP宾客提供额外的服务，包括点心，饮料，毛巾等。
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。
Carries out ticket reconfirmation, safari bookings and makes guest reservations when required.
如有需求，帮助客人完成机票确认和旅行预订等。
Ensures a prompt and efficient departure, by settling guests’ accounts as per billing and reservation instructions and ensuring that all guests folios are correct.
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。
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。
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。
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。
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。
Ensures that the overall appearance of the Executive lounge is neat and tidy at all times.
确保行政楼层的整洁。
Ensures communication, coordination and cooperation between the front desk and other operating departments, specifically Housekeeping, F&B and Accounts.
确保和前台及其他部门间的有效沟通交流，特别是客房部，餐饮部等。
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 Reception Desk equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy and organized way.
保持酒店数据的精准性，便于操作。维持设施设备的正常运做和工作区域的清洁。
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***状态。问候行政楼层的客人和常客确保客户满意度。
Ensures that the day-to-day functions of the Executive floors 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，包括核对清单，报告，房间安排，信用额度核对，折扣及房价差异，入住登记单，系统数据备份等。
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。
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。
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。
Ensures that the Executive Floor is kept stocked and maintained with requisitions and that par levels are maintained and stock tracked, managed and not wasted, maintaining costs where able. Monitors inventory of the Executive Lounge’s stock including DVD and CD’s to ensure that all items provided to guests are returned and are accounted for.
确保行政楼曾有足够的存货，同时避免浪费。 查看所有提供给客人的物品是否完好，包括DVD和CD。
Keeps up to date and aware of competitor activities in order to be proactive and create market advantage.
警惕商业竞争行为，并及时上报。
Adheres to the hotel selling strategy of Demand Based Pricing and maintains rate integrity by offering clear, transparent, and value for money rates to guests.
根据价格要求向客人提供相应物有所值的物品。
Adheres strictly to standard cash handling procedures, ensuring to balance float and drop the required amount. Manages cash, credit card, city ledger, voucher and all other forms of payment correctly.
严格遵守现金收付手续，收取现金，信用卡，转帐，代金券等。
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。
Provides and 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。
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。
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。
Manages costs effectively by minimizing and controlling expenses.
控制花费，节约成本。
Managers and approves rebates, refunds and discounts where applicable
在必要的时候给予折扣等优惠。
Upsells rooms to higher room and rate categories, ensuring the maximum revenue generation from each guest.
积极增销（到高一等级房间或更高的价格，争取利益最大化。
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，确保客人物有所值。
Performs other duties and responsibilities as assigned or required.
接受部门其他合理的任务或要求的安排
Assimilate into The Hilton Family PRIDE/CARE culture through understanding, supporting and participating in all elements of PRIDE/CARE. Demonstrate working knowledge of the service standards.
通过学习希尔顿关爱，把希尔顿关爱理念运用到服务中去。
Positions directly reporting to this position (titles):
以下职位执行直接工作汇报：
Executive Lounge shift leader/ Agent
行政楼层领班及员工

Specific Job Knowledge, Skill and Ability:
工作技能技巧要求

The individual must possess the following knowledge , skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job , with or without reasonable accommodation .
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。
Ability to read, writes, speak and understand the English language to communicate effectively with guests and employees.
能有效的用英语沟通交流。
Thorough organization and supervisory skills proficient in accomplishing the task.
组织管理与督导能力。
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。
Interpersonal skills to provide overall guest satisfaction.
以较强的人际交往能力提高客人满意度。
Ability to ensure all Executive Floor room repair, maintenance and cleanliness is at the highest level as possible.
有能力确保所有行政楼层房间的清洁，保养和维护，使处于***状态。
To ensure that the Executive Floor lounges are clean and tidy, supplied with good quality and sufficient food for breakfast and snacks, updated media and food set-up according to the hotel’s standard
确保行政走廊的整洁。确保高质量的早餐和下午茶供应。
To ensure that monthly reports are completed punctually and accurately。
按时递交月度报表的并确保其精准性。
Ability to work under pressure and deal with stressful situations during busy
periods.
能在强压下胜任工作。 举报 分享

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