宾客服务经理

• 指导监督宾客服务支持部每天的运营，保证客房和公共区域都达到清洁标准以及所有员工的对客服务水准。
• 亲自为本部门的所有员工制定职业技能分析。
• 与人力资源部门配合，执行对本部门员工的雇佣解聘、薪金奖励及处罚制度。
• 确保所有区域都达到了清洁标准。
• 建立一系列工作标准并且使员工达到标准要求。
• 为员工制订设计培训计划、方法及步骤。
• 在主管的协助下，监督宾客服务支持主管、高级宾客服务支持员、宾客服务支持员的正常工作。
• 平衡协调淡旺季的员工工作安排，维持控制工资成本。
• 制定每年的制服预算以及宾客服务支持部的FF&E，在管理部门和其它相关部门的协调下经营制定设备装置预算。
• 经常检查空房和在住房，确保房间达到高清洁标准。
• 巡视酒店各个楼层、安全通道、楼梯、顶层、办公室、所有公共区域，同样确保其清洁度。
• 和物业管理部保持有效沟通与合作，维护保养客房，使房间一直处于一种良好的状态。
• 与宾客服务部协调配合，关于关闭维修房和需全面清理的房间，并保证在最短时间让其恢复以供出售。
• 每天参加和楼层主管的会议，告知当天预抵的VIP的相关信息，以及客人的意见投诉和其它一些当天任务安排等。
• 进行周期性的宾客服务支持部内部沟通会议，听取员工意见以更改完善管理办法。
• 参加各种会议，发表交流关于酒店发展的建设性想法，保证管理层信息的确认性和时效性。
• 对所需要采购物品的签字确认并且对所领物品检查确保其质量和数量。
• 关于客房和公共区域内的任何必要的改变和重新装修，可以向领导层建议并实施。
• 确保客房内的所需任何物品的充足性。
• 确保客房布草和餐饮布草的数量，监督和安排各种物品存货。
• 监督制服房每天的正常运作以确保对客洗衣服务和内部布草及员工制服的充足性。
• 不定时对部门员工的表现进行评估。
• 与遇到问题的员工进行交谈倾听，帮助解决或缓解问题。
• 决定一些布草，如毛毯、床单、窗帘、客房及餐饮布草的废弃。
• 检查部门技术培训计划，并且在需要情况下对计划内容进行再更正。
• 与供应商及外界清洗顾问经常会面以保证对新的有效的清洗产品和设备的信息掌握，熟悉网络使用，关于客用品要保证信息的最新更新。
• 以客人的举止及想法为取向，全面控制宾客服务支持部的任何方面，关注收益。
• 坚持酒店安全制度、紧急情况处理规定和程序。
• 确保员工充分的理解并遵守员工手册内容。
• 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。

• Direct daily operation of Service Support to maintain and improve high cleaning standard of guestrooms and public areas as well as courteous service to guests.
• Establish the skills analysis manual for all team members in the Service Support department.
• In consultation with the HR department, administer the hiring and resignation, rewards, discipline of all team members in the Service Support department.
• Establish standards of cleanliness for all the areas under your control, instituting working rules and practices to meet these standards.
• Establish training programs, methods and procedures for development of employees.
• With the assistance of your subordinates, supervise team members and the Service Support Supervisor, Senior Service Support Agent and Service Support Agent, both in public areas and guest rooms.
• Balance team member working schedules to meet peak and off-peak periods and maintain a close payroll control.
• Prepare the annual uniform budget, annual Service Support FF&E and operating equipment budget in consultation with the Management and the relevant departments.
• Make regular inspection tours on guestroom floors, in vacant and occupied guestrooms, back stairways, rooftop, offices and public areas to ensure the cleaning standard is maintained.
• Maintain effective communication with Property Management for repairs and maintenance of guest rooms to ensure rooms are always in good condition.
• Consult with the Service department regarding room blocking for special repairs or spring cleaning and return the room within a short length of time.
• Hold daily briefings with Floor Supervisors, providing daily information on expected VIP arrivals, guest complaints and special assignments, etc.
• Conduct a periodic internal Service Support communication meeting to discuss team members’ feedback, rectify the errors for improvement, communicate all special instructions and happenings within the hotel, apart from morning briefings.
• Attend various meetings to exchange ideas for constructive improvement of the hotel operation and keep your subordinates informed of any management decisions.
• Endorse all purchased items and make receiving inspections for assurance of quality and quantity.
• Suggest and consult with the Management for any changes or renovation which is necessary either in guest rooms or public areas.
• Responsible for guest room supplies and cleaning supplies when necessary.
• Responsible for room linen and F&B linen inventories, supervise and arrange taking of physical inventories.
• Supervise Laundry daily operations to provide daily guest laundry service, house linen and uniform.
• Evaluate the performance of department personnel from time to time.
• Interview team members with problems and listen to resolve their problems.
• Determine discard of blankets, bedspreads, drapes, room linen and Food & Beverage linen, etc.
• Oversee the department’s skill training program and be responsible for having relevant manuals revised as necessary.
• Meet with salesmen or external consultants and stay informed of any new product offerings of effective cleaning material and equipment.
• To be absolutely guest orientated in manner and mind, controlling all aspects and care properties.
• Adhere to the hotel’s security and emergency policies and procedures.
• Ensure that all team members have a complete understanding of and adhere to the Hotel’s team member rules and regulations.
• The Management reserves the right to change / extend this job description if necessary, at any point of time during her / his employment.
• Carry out any other reasonable duties and responsibilities as assigned.

• 对奢华和质量的高度灵敏。
• 对客人负责、诚恳。
• 持续表现。
• 对客人自信。
• 超出日常职责。
• 有效清晰交流。
• 灵感合作和许诺。
• 适当调整工作风格和规范。
• 文化敏感。
• 积极聆听、多方位思考。
• 有效理解和利用资源。
• 良好写作和口头表达能力。
• 强壮的领导和人员管理技能，附加培训技能。
• 以客户为导向，并能够自信地建立和超过服务标准。
• 强壮的人际处理能力并关注细节。
• 具有良好的关于楼层，PA基本运作方面的专业知识。
• 具有良好的英语表达能力。
• 五至七年的相关工作经验。
• 至少三年的行政副管家经验。
• 具有策略性、创造性及灵活性。
• 有希尔顿集团内部酒店的工作经验者优先。

• 5 to 7 years of Housekeeping department experience in both Cleaning and Service, well versed in every duty.
• Good knowledge of all housekeeping areas, i.e. guest floors, P.A operation basics.
• Awareness and sensitivity to the concept of luxury and quality.
• Confident, responsive and genuine with customers.
• Proactive and go above and beyond the regular duties.
• Communicate effectively and clearly.
• Inspire co-operation, commitment and sustain performance.
• Culturally sensitive and adapt to varied work styles and ethics where appropriate.
• Actively listen and build on other’s ideas.
• Effectively understand and use resources.
• Good written and verbal skills in English and Chinese to meet business needs.
• Strong leadership and people management skills with good training skills.
• Guest oriented and able to confidently build and exceed service standards.
• Strong interpersonal skills and attention to details.
• Ability to be resourceful, creative and maintain flexibility.
• Working experience within Hilton Group preferred.

Hilton