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 Front Desk Team Leader is concerned with the strategic management of the Front Office department following Hilton brand standards, policies and procedures. This role is responsible for the operation of all Front Desk operations, the Transportation team, Concierge, and telephone service centre.

What will I be doing?

As the Front Desk Team Leader, you will be responsible for performing the following tasks to the highest standards:

• 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 and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.

• Be flexible, responding 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.

• 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.

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

• Positively dealing with and learn from customer complaints and comments with follow-up and feedback to the Director of Operations.

• Coordinate with the Housekeeping department to ensure cleaning is followed-up.

• Maintain guest histories to assist with returning guests.

• Attend and participate in regular operational and hotel meetings.

• Communicate goals to the team.

• Provide city information to guests.

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

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

• Getting members of the team to work cooperatively with others.

• Create an environment where “everyone sells”.

• Keep the team up to date about departmental, hotel and company activities through regular communication meetings and memos, including special events and promotions in the restaurants and bars.

• Plan ahead and ensure adequate resources are available.

• Set and agree to departmental objectives for self and team.

• Attempt to communicate with guests in guest’s native language if applicable.

• Have complete knowledge of operational systems at the Front Office.

• 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。

这个职位是关于，根据希尔顿品牌标准和政策程序对前台进行管理，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 ?

作为前台领班，您将应以最高标准完成以下任务:

•主张对客服务的中心是永远记住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，清晰明确地改变职位需求，这包括一些工作对你工作表现的要求。

•主张团队的中心，是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。

•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。

•同意并实施以行动去提高对客服务的质量。

•必要时及时有效的处理客人的投诉，知会前台主管、宾客服务经理继续跟进并回访客人，确保客人对解决方法满意（服务补救）。

•和客房部团队建立良好的沟通，确保房间清洁到位。

•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。

•出席和参加定期的前厅部及相关的会议。

•与团队针对目标进行沟通。

•了解城市周边地区的最新信息，名胜，风景地等，为顾客提供方便。

•根据希尔顿品牌的标准要求，确保所有的客人要求和问题都迅速和有效地响应和处理。

•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。

•成员之间的团队协作。

•创造一个“所有人都在销售”的环境。

•保证团队能一直获取部门、酒店和公司的最新的活动信息，通过定期的沟通会议和备忘录。

•提前计划和确保有充足的可用资源。

•明白酒店和部门的目标并实现它们。

•如有必要，该部门有权更改或补充该职位描述。

•如有可能用客人的母语与其交流。

•完成任何其他合理的职责和被指派的职责。

•全面了解前厅部所用的系统。

What are we looking for?

A Front Desk Team Leader 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 perform moderately complex mathematical calculations without error.

• Able to read, listen and communicate effectively in English, both verbally and in writing to meet business needs.

• Able to access and accurately input information using a moderately complex computer system.

• 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 accurate information and resolve conflicts.

• Good interpersonal skills to provide overall guest satisfaction.

• Able to work under pressure and deal with stressful situations during busy periods.

• 1 to 2 years of related working experience 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?

希尔顿前台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:

• 能运用计算器材准确无误的进行各种数据运算。

• 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。

• 能在强压下胜任工作。

• 一至两年相关工作经验者优先。

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: Front Desk Team Leader/前台领班

Location: null

Requisition ID: HOT09UWR

EOE/AA/Disabled/Veterans