职位介绍 ：岗位职责/职位描述 我的具体职责是什么? 职位概述（要点） · 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。 · 熟悉和掌握前台各项系统。 我们寻找什么样的人才? 希尔顿前厅部经理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。 What will I be doing? Position Summary （bullet points） 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. · The Management reserves the right to make changes to this job description at its sole discretion and without advance notice. What are we looking for? 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.