上海招聘

Maintaining a consistently high standard of operation and customer service within the department and ensuring all communications relating to hotel both external and internal are actioned efficiently to all guests.

对关爱热线进行日常管理，使维持高标准的对客服务，确保内外沟通的快捷有效。

Communicates effectively both orally and in writing to provide clear direction to team member. Observes performance and encourages improvement. Interviews, selects, trains, supervises, evaluates, counsels, and administers disciplinary procedures for careline team member. Monitors business forecast and makesteam 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。依相关程序面试，挑选，培训，督导，评估，关爱热线员工。

Reviews VIP arrival and ensures proper handling of VIPs and groups, Ensure the correct operation of the switchboard to effect the fast and efficient transferring of internal and external calls and all customers requests including wake up calls are actioned speedily and in accordance with procedures  as laid down by the Front Office Manager。

关注VIP预抵及团队客人。确保所有的电话转接高效有序，叫醒电话准确无误。

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。

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。

Takes an active role in the Careline team, ensuring effective communication and working as a team in order to reach goals and targets.

在关爱热线团队中扮演积极角色，有效的沟通，确保达到目标。

Greets all guests communications with a warm tone, ensuring that they feel welcomed and appreciated when contacting the hotel.

用热情的语调问候所有宾客，让他们觉得倍受欢迎。

 Manages guests communication in an efficient and effective way, ensuring that guests are not delayed and that replies or follow up is made within Hilton Brand Standard timings.

及时有效的和宾客沟通，确保给顾客及时的答复。

Transfers all internal and external guest calls to the appropriate party correctly, with minimal delay.

及时准确的为国内外宾客转接来电。

Handles and delivers messages in a confidential and professional manner, maintaining guests privacy and integrity of the message, and ensuring that the message is accurate and delivered to the guest in a prompt and timely manner.

准确，及时，安全的传递客户信息，确保顾客隐私。

Maintains the integrity of the hotels information by not providing confidential or privacy invasive information about guests or the hotel. Maintains the integrity of the guests privacy at all times and adheres to Hilton Brand Standards for communication.

遵循Hilton品牌标准，保护客人隐私，防止酒店数据泄露。

Handles complaints promptly and efficiently, taking the necessary action, and informing the Careline Manager or 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，适当的时候告知关爱热线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。

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