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 Bell Captain organizes and coordinates the Concierge services to ensure that each customer experiences a memorable stay from arrival, during the stay, through to departure, in line with Hilton and hotel policies and procedures.

What will I be doing?

As the Bell Captain, you will be responsible for performing the following tasks to the highest standards:

• Actively seek verbal feedback from customers.

• Agree and implement actions to make improvements to customer service.

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

• Ensure that all guests are greeted at the door.

• 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.

• Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the Front Office Manager.

• Make sure all customer requests and queries are responded to promptly and effectively, adhering to Hilton Brand Standards.

• Be available to assist on duty in the hotels during any busy days or special events.

• Be proactive towards customers, assisting them with any reasonable requests, and training all team members to see these things before the customers ask.

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

• Take an active role in the concierge team, ensuring effective communication and work as a team in order to reach goals and targets.

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

• Follow-up with all guests to ensure satisfaction with problem resolution (service recovery).

• Facilitate a prompt departure for all guests by ensuring that their luggage is brought from their rooms promptly when requested or offer assistance when in the lobby.

• Ensure that all guests are offered help to make arrangements for transportation and that they are invited back and bid farewell.

• Manage the storage and organization of guests’ luggage in a safe and secure, organized and systemized way.

• Ensure that the concierge team maintains the lobby appearance to be neat and tidy, and that public areas are cleaned when necessary.

• Responsible for ensuring hotel materials are well stocked and information is available to guests.

• Knowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton.

• Up to date with information and have detailed knowledge of facilities, attractions, places of interests, sights and activities in and around the hotel, imparting this knowledge to other team members.

• Ensure that ticket reconfirmation, safari bookings and guest reservations are correctly carried out when required.

• Ensure appropriate handling and delivering of messages, receive and distribute packages, manage the daily post and correspondence of both guests and the hotel.

• Manage guests’ airport transportation, ensuring pick-ups and drop-offs are completed on time.

• Input information into ONQ regarding guests, ensuring accuracy, all details are completed, and that the information can be clearly understood by other team members.

• Have detailed knowledge of departmental standards and Hilton brand standards, explaining these standards to the team and assessing team members’ performance against these standards.

• Monitor standards through regular standards review checks.

• Develop action plans to address shortfalls in standards and identifying shortfalls before they affect customer service.

• Implement and follow through with the improvements identified.

• When the Chief Concierge is absent, prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities and occupancy and external events, promotions etc.)

• Describe, assign and delegate duties and authority for the operation of the department at all times.

• Plan ahead and ensure adequate resources are available.

• Ensure the shift is reviewed, handovers and briefings are carried out

• Maintain in-depth technical knowledge and skills required for the job.

• Maintain guest histories to assist with returning guests.

• Attend and participate in regular operational meetings and hotel meetings.

• Lead the Concierge, Bell Desk and Valet, monitoring performance, providing guidance and make decisions.

• Understand the goals of the hotel and the department’s role in achieving it, communicating goals to the team.

• Set and agree to departmental objectives for self and team, getting members of the team to work cooperatively with others.

• Lead and motivate team members by example and employ competent and consistent management practices.

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

• Be aware of potential highs and lows in the business.

• Create and implement sales promotions and team member incentives as per discussion with the Front Office Management.

• Create an environment where “everyone sells”.

• Use key monitors and financial targets to evaluate the department’s performance and make future plans.

• Complete regular financial and operating reports, as required or requested by the Chief Concierge.

• Forecast potential revenue costs, controlling costs without compromising standards and follow company control procedures.

• Communicate relevant financial information to the team.

• Carry out selection interviews and make effective recruitment decisions.

• Ensure that standards trainings and assessments are carried out.

• Regularly review individual and team performance against objectives and provide feedback.

• Develop and implement department training plans to meet business needs.

• Introduce appropriate product knowledge courses.

• Participate in trainer programs, providing structured training to those starting careers in the hospitality industry.

• Understand relevant Health & Safety legislations and their implications on the operation of the department.

• Communicate to the team their responsibilities within Health & Safety.

• Ensure that safe and healthy working practices are implemented at all times.

• Ensure that all reporting and servicing deadlines are met on a timely basis.

• Adhere to the hotel’s security and emergency policies and procedures.

• 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.

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。

在遵循希尔顿集团及酒店政策程序的前提下对礼宾部进行管理,让顾客在到达，停留，离开的整个过程中享受便利。

我的具体职责是什么 ?

作为行李员领班，您将应以最高标准完成以下任务:

•积极地寻找获取客人反馈意见。

•同意并实施以行动去提高对客服务的质量。

•为顾客提供热情服务，让他们立刻有回家的感觉。

•确保向每一位客人致意。

•向每一位客人介绍希尔顿荣誉客会以及其优惠政策。尽可能的招募更多的客人加入希尔顿荣誉客会。

•认知会员客人，确保希尔顿荣誉客会会员客人收到个性化、专业的服务以及相应的优惠政策。

•以明确地的态度、正确地对待和处理客人投诉和反馈意见，跟进并向礼宾部经理报告，并从中学习。

•根据希尔顿品牌标准，确保所有的客人要求和问题都迅速和有效地响应和处理。

•在忙碌时期或者特殊时期可以对酒店的营运进行协助管理。

•积极主动的面对客人，协助他们接近合理的需求，培训所有员工提前预知客人要求。

•将客人送至客房，介绍客房布局，确保行李及时寄存等。

•团队工作，在前台扮演积极角色，有效率的和客人沟通，确保达到目标。

•采取必要行动，及时有效的处理顾客的不满，适当的时候告知宾客关系经理。回访客人，确保客人对解决方法满意（服务补救）。

•如有必要，帮助客人拿取行李，确保客人及时办理离店，安排运送，同时欢迎他们再次光临。

•有条理的安放客人的行李，确保安全。

•确保大厅的整洁卫生，为宾客预备常用的物品和信息等。

•掌握希尔顿酒店的基本概况。

•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。将这些知识与团队成员分享。

•确保如有需要礼宾部能为宾客进行票务信息确认、预定等。

•确保礼宾部准确的传递信息，保证酒店和宾客每日包裹邮件的收发。

•管理宾客的机场运输，确保安排好客人的接机与送机服务。

•将准确完整的信息录入酒店管理系统，以便大家分享。

•掌握部门及希尔顿品牌标准的详细内容。

•有能力向团队解释标准的要求。

•根据标准，对员工的行为进行评估。

•监督各个标准的执行情况，定期的对各个标准进行回顾检查。

•执行和发展行动计划，在影响对客服务之前，完善和识别标准要求里面的不足之处。

•实施和跟进可被识别的可提高之处。

•在首席礼宾司缺席时，准备排班表和工作计划给员工以完成工作需求。（同时考虑内部的活动和住房率以及外部的会议、促销等）。

•描述、分配和分派工作任务，永远以部门的营运要求为依据。

•提前计划和确保有充足的可用资源。

•确保各个轮班得以被评估和交接，以及简报会议得以执行实现。

•彻底深入地掌握工作要求的工作知识和技能。

•记录保持客人历史记录，以便更好地给再次入住的客人提供优质的服务。

•出席和参加定期的营运部门和酒店的会议。

•领导礼宾部负责监督和管理礼宾台、行李员、服务员、迎宾的工作表现及提供工作指导，做出的决定。

•明白酒店和部门的目标并实现它们。

•与团队针对目标进行沟通。

•建立且同意部门给自己和团队制定的目标。

•促使团队成员之间团结协作。

•通过训练领导和激发团队员工。

•做队员的导师，提高员工水平，促进他们完成所设立的目标。

•意识到潜在的业务可能性的高低。

•根据与前厅部管理人员所讨论的，创造并执行销售计划以及团队成员的奖励计划。

•创造一个“全员销售”的环境。

•使用重点监督和财务指标去评估部门的表现并制定未来计划。

•根据首席礼宾司的要求，完成定期的财务和营运报告。

•预测潜在的收益及成本。

•跟进公司的成本控制程序。

•在不降低标准的前提下控制成本。

•把相关的财务信息告知员工和员工沟通。

•参与每个分部门的面试和制定有效的招聘政策，对面试结果做出决定。

•确保标准的培训和评估得以实施。

•定期地回顾个人和团队的表现，评估其是否与目标和假设情况一致。

•发展和改善部门的培训计划已达到业务要求。

•向员工介绍产品知识，及相关课程。

•参加培训员计划和活动，提供系统的培训给刚加入服务行业的员工。

•明白营运部门相关的健康和安全法律及其含义。

•确保所有的工作实践一直都在安全和健康的前提下进行。

•向员工讲解他们对于安全和健康的职责。

•保证按时完成各项报告及上级分配的各项工作。

•坚持酒店安全制度、紧急情况处理规定和程序。

•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。

What are we looking for?

A Bell Captain 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:

• Maintain high customer service focus by approaching your job with the customers always in mind.

• Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.

• Motivated and committed, approaching all tasks with enthusiasm, seizing opportunities to learn new skills or knowledge in order to improve personal performance.

• Be flexible, respond quickly and positively to changing requirements including the performance of any tasks requested of you.

• Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.

• Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.

• Good organization and coordination skills.

• Strong sense of responsibility and self-motivation.

• Patient and responsible to solve all problems.

• Able to maintain excellent relations with team members.

• Able to work under great physical and mental pressures.

• Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.

• Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.

• Understand basic spoken English to meet business needs.

• Familiar with computer systems 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!

我们寻找什么样的人才?

希尔顿行李员领班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:

• 客人是你工作的中心。

• 保持一个积极的态度，履行个人的职责和主动权去解决问题，永远和你的客人和员工进行清晰明了的沟通。

• 目的明确地，坚定地，热情洋溢地执行所有工作任务，把握时机去学习新的工作技巧和知识，以改进和提高你个人的绩效。

• 灵活性地，积极地进行反应，清晰明确地配合职位需求。

• 展示团结协作和支持同事达成团队目标。

• 贡献自己的观点和意见，强化酒店操作运作的、环境周围的程序。

• 具有较强的组织协调能力。

• 强烈的责任感及自我激励能力。

• 有耐心，高度责任感并且积极的应对各种问题。

• 所有员工保持良好关系。

• 能够承受工作压力。

• 积极地推销希尔顿酒店的服务和设备给客人和酒店的供应商。

• 以确保你的安全和你工作场合里其他人的安全为前提，执行和完成所有的工作职责和任务。

• 会说基本英语口语。

• 能熟练操作电脑系统着优先。

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！

Job: Guest Services, Operations, and Front Office

Title: Bell Captain/行李员领班

Location: null

Requisition ID: HOT09UV8

EOE/AA/Disabled/Veterans