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。
我的具体职责是什么?
作为宾客服务主管,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/餐厅,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。
通过培训及一致的管理,领导和激励团队员工。
采取必要行动,及时有效的处理顾客的不满,适当的时候告知服务经理。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。
按照客人的预定或喜好安排房间,并做详细目录管理。
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。
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。
确保前台/餐厅的日常管理,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。
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。
按照卫生健康安全,危机管理部门,灾难处理方法,救火程序执行。在宾客服务经理不在场的情况下,参与救助行动。
了解健康食品安全的要求,并可以给出适当的建议并做好管理。
掌握酒店产品知识,并且为员工提供相关的培训。
了解所有餐厅的菜肴,以便向客人推荐。
熟悉所有餐厅及酒店其他部门的营业时间。
遵守服务程序,保证餐厅的各个区域都符合早餐、午餐及晚餐的服务标准。其中包括收银台的准备工作,及和厨师交流,餐厅预定的详细情况。
检查餐厅当天预定,保证员工能够按照预定准备及正确摆台,做好相应的准备,并能致电确认预定。
在必要的时候协助餐厅及厨房的同事,并完成经理交代的任务。
检查员工的仪容仪表,确保我们的团队成员以最佳的精神面貌接待我们的客人。
针对工作中的不足制定计划,以避免影响对客服务质量。
协助准备制定每位员工的排班表,及工作安排。(考虑内部活动,客人入住率,特殊活动及产品促销等)。
协助前台与团队的进行沟通联络,关心客人。
询问客人的满意度,如有意见及时反馈给相关人员。并且做好顾客意见记录。
与客房部及工程部门通力合作,保证部门设备的完好与清洁。
与厨房的员工建立良好的沟通。
完成任何其他合理的职责和被指派的职责。
如有必要,该部门有权更改或补充该职位描述。
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- College degree or above with good command of both Chinese and English (written and verbal) to meet business needs.
- 1 to 2 years working experience in Front Desk or Restaurant, preferred.
- Fast and efficient use of computer operating systems, including Hilton's own management system.
- Improve guest satisfaction with strong interpersonal skills.
- Good at dealing with guest relations, able to quickly and effectively deal with all kinds of problems.
- Ability to work under pressure.
- Strong coordination and communication skills.
- Patient with a high sense of responsibility and proactive in dealing with problems.
- Strong sense of responsibility and self-motivation.
- A strong team player who can work well independently.
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Service Supervisor 前台主管 - Suzhou, 中国 - Hilton Garden Inn, Hilton
描述
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.
What will I be doing?
As the Service Supervisor, you will be responsible for performing the following tasks to the highest standards:
Supervise and manage the reception work during your duty period, ensuring that high quality and efficient service is provided.
Communicate effectively with employees, provide clear instructions, pay attention to their performance and motivate them.
Resolve all guest and staff difficulties and problems while following hotel rules and regulations, maintaining high quality and efficient service.
Manage the Front Desk / Restaurant and handle any emergency on duty, with good judgment and determination.
Extend friendly and sincere greetings, patiently listen, communicate and solve all guest and staff difficulties and problems.
Play a leading role in the team and adjust work hours according to hotel requirements.
Lead and motivate team members through training and consistent management.
Take the necessary actions to deal with any complaints in a timely and effective manner, informing the Service Manager where appropriate, ensuring customer satisfaction with solutions.
Maintain customer profile and information to ensure the validity and accuracy of the reservation.
Arrange rooms according to guest reservations or preferences and carry out detailed inventory management.
Maintain the accuracy of the hotel computer system information and data, facilitate the system operation, ensure the normal operation of front desk operating equipment and a clean work area.
Know the latest information of hotel's surrounding area, places of interest, scenery, etc., providing convenience to customers.
Ensure the effective transmission of information and unfinished tasks to the relevant personnel one by one, to the satisfaction of guests.
Participate in routine meetings and other meetings.
Ensure the daily management of the Front Desk / Restaurant, including but not limited to work supervision, room assignment, reporting, credit limit checking, computer data backup and master account checking.
Ensure the maintenance and necessary inventory of all equipment and keep all items in order.
Follow health and safety, crisis management, disaster management and firefighting procedures, participating in the operation in the absence of the Guest Service Manager.
Understand dietary requirements and can give appropriate advice and management.
Master hotel product knowledge and provide relevant training to employees.
Understand all restaurant dishes in order to recommend them to guests.
Be familiar with all restaurant and hotel business hours.
Follow service procedures to ensure that all areas of the restaurant meet breakfast, lunch and dinner service standards, including the preparation of the cashier desk, communication with the Chef, and details of the restaurant reservations.
Check the daily restaurant reservations to ensure that staff can prepare according to reservations and set up the table correctly, making the appropriate preparation, and calling guests to confirm their reservations.
Assist colleagues in the Dining Room and Kitchen when necessary and complete the tasks assigned by the manager.
Check employee grooming to ensure that our team members receive our guests in the best possible spirit.
Plan for any inadequacies in the work to avoid affecting the quality of customer service.
Assist o prepare the schedule and work arrangement for each employee (Consider internal events, guest occupancy, special events, product promotions, etc.).
Assist the Front Desk to communicate with the team and care for guests.
Check on guest satisfaction and give feedback to the relevant personnel if there are any comments, keeping a good record of customer comments.
Work closely with Housekeeping and Engineering departments to ensure the integrity and cleanliness of departmental equipment.
Establish good communication with Kitchen staff.
Perform any other reasonable duties as assigned. The department reserves the right to change or supplement the job description if necessary.
What are we looking for?
A Service 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:
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
我们寻找什么样的人才?
希尔顿宾客服务员职位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:
大专及以上学历 能运用计算器材准确无误的进行各种数据运算。
1-2年酒店餐饮或前台工作经验。
具备一定的英语功底,能用英语有效的倾听和进行沟通。
熟练操作酒店电脑系统。
擅长于处理宾客关系,能有效快速的应对处理各种问题。
以较强的人际交往能力提高客人满意度。
学习能力强,能在强压下胜任工作。
