Executive Floor Supervisor行政楼层主管

Found in: beBee jobs CN - 1 week ago

Qingdao, Shandong, China Hilton Full time

The Executive Floor Supervisor provides guidance and leadership, ensuring that consistent quality of customer service is provided to all guests in accordance with Hilton brand standards.

What will I be doing?

As the Executive Floor Supervisor, you will be responsible for performing the following tasks to the highest standards:


• Observe performance of team members and encourage improvements.


• Monitor the Executive Floor traffic to make team membering adjustments accordingly.


• Manage Executive Lounge operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel.


• Assist Guest Service Agents, Operators, Reservation Agents, Bell Attendants and other departments with any questions or requests.


• Resolve customer complaints by conducting thorough research of the situation and using the most effective resolution.


• Authorize revenue allowances to resolve problems only after alternative solutions have been offered.


• Prepare and conduct daily pre-shift meetings, communicate effectively with all team members and provide them with any information necessary to provide guest service in accordance with Hilton brand standards.


• Monitor performance of team members with performance evaluations and take disciplinary actions when required.


• Make recommendations for training related issues when inconsistencies develop at the Executive Floor Desk.


• Maintain regular attendance in conformance with the standards, which may be established by Hilton from time to time.


• Work varying schedules to reflect the business needs of the hotel, due to the cyclical nature of the hospitality industry.


• Support and motivate Front Desk team members by leading by example and employing competent and consistent management practices.


• Actively take part in training the team, supporting and leading formal training sessions and focusing on on-the-job trainings to ensure that all team members are of the same standard.


• Attends trainings where and when required.

· 积极的工作,友好的为客人提供服务。

· 用简单易懂的方法培训新员工,使其尽快达到胜任工作的最低标准,明白他/她应该达到的目标。

· 在行政楼层经理缺席的情况下定期召开部门沟通会,确保部门例会/会议的有效性和必要性。

· 在行政楼层的团队中起到积极作用,有效的沟通,确保达到目标

· 维护顾客档案和信息,确保有效的预定。

· 确保所有行政酒廊员工熟知酒店的产品知识和服务。

· 确保VIP客人的待遇。

· 为VIP客人或特殊场合安排欢迎礼品,例如:过生日和度蜜月的宾客。

· 为VIP宾客提供礼遇选择,并确保宾客享用到所选礼遇。

· 和销售、预定以及商务发展部同事商业发展团队共同为公司客人提供服务。

· 向非会员客人介绍荣誉客会计划及相关利益,确保为会员顾客提供优质专业的服务,使他们感受到被 重视并且享受到了应有的待遇。

· 为VIP宾客提供额外的服务,包括饮品,毛巾等,

· 如有需求,帮助客人进行票务确认、旅行预订和客房预订。

· 高效率的办理离店,确保客人账单准确。

· 将准确完整的信息录入酒店管理系统,以便大家分享。

· 熟练掌握本酒店的设施和服务,了解希尔顿国际和亚太区和中国区,其他姊妹酒店的概况。

· 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。

· 确保行政楼层的整洁。

· 与餐饮部,客房部,工程部,IT等进行有效的联络。

An Executive Floor 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:


• High School degree.


• Minimum of 2 years of experience in the same position in a 5-star international branded hotel or comparable industry related experience.


• Good communication, organization and coordination skills.


• Team player with a strong sense of responsibility and self-motivation.


• Able to maintain excellent relations with team members.


• Able to work under great physical and mental pressures.


• Understand basic spoken English to meet business needs.


• Familiar with computer systems preferred.

· 良好的沟通技巧。

· 具有良好的组织协调能力。

· 较强的团队合作意识。

· 良好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. 。

· 能熟练操作电脑系统。

· 良好的英语口语和书面表达。

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