Executive Floor Supervisor 行政楼层主管 - Fast Hire

We are searching for a focused Executive Floor Supervisor 行政楼层主管 to join our incredible team at Hilton in China.
Growing your career as a Full Time Executive Floor Supervisor 行政楼层主管 is an amazing opportunity to develop useful skills.
If you are strong in communication, leadership and have the right personality for the job, then apply for the position of Executive Floor Supervisor 行政楼层主管 at Hilton today!

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 oftravellerswho 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 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 teammemberingadjustments 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.
. Act as a coach and mentor to team members, reinforcing standards, expectations and motivating team members to strive for established targets.
. Maintain discipline amongst team members, ensuring consistency in accordance with the team member handbook, ChineseLabourLaw and HR guidelines.
. Be involved with the development of high potential team members to ensure that all team members are trained to progress to the next level of their careers.
. Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
. Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their jobs and that they know what is expected of them.
. Ensure guests feel expected and immediately "at-home" when they arrive.
. Check-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, Hilton Honors and Frequent Flyer numbers enquired about, and method of payment is secured.
. Ensure that guests are escorted to their rooms, hotel facilities and room features are explained, and luggage is delivered in a prompt manner.
. Handle complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager or Guest Service Manager to follow-up where appropriate.
. Follow-up with all guests to ensure satisfaction with problem resolutions.
. Maintain awareness of guests' profiles and specific preferences, ensuring that they are acted upon for each reservation.
. Act as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.
. Liaise with Sales, Reservations and the Business Development teams to handle corporate guests.
. Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program. Ensure that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
. Allocate rooms in accordance to guests' reservations, preferences and remarks, maintaining a systemized and sales focused approach to room inventory management.
. Ensure that guests' profiles and information are input into the Police Report system in a timely and accurate way.
. Apply Hilton brand standards ineach and everyaction, acting as a role model and example of how the standards should be carried out in a practical setting.
. Knowledgeable of the hotels' facilities and services as well as basic knowledge of Hilton International, MEAP and other properties in China.
. Keep up to date with information on facilities, attractions, places of interests, sights and activities in and around the hotel.
. Ensure communication, coordination and cooperation between the Front Desk and other operating departments, specifically Housekeeping, F&B and Accounts.
. Prepare the Executive Lounge for F&B service, monitoring service and preparation areas to ensure cleanliness and presentation standards.
. Meet and greet regular and normal guests during the service, ensuring satisfaction.
. Maintain hotel systems to ensure accuracy of information and data, ensuring that it is easy to use and operate in an organized and systemized way.
. Ensures that the Front Desk equipment and systemsarefunctioning at all times, and that the area is maintained in a clean, tidy and organized way.
. Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.
. Conduct daily briefings, shift handovers, attend meetings and effectively communicate information to team members.
. Ensure that the Executive Floor Manager and Front Office Manager are kept aware and up to date of operational issues.
. Ensure that the day-to-day functions of the Executive Floor are completed, including but not limited to checklists, trace reports, credit limit checks, online back-up, allocation of rooms, Lost Interface, Pay-Masters, discounts and rate discrepancies as well as registration cards.
. Check registration cards, meetings and functions information, billing instructions, financial records and reservation backups to ensure that all information received is acted upon.
. Complete reports where and when requested, ensuring that they are complete and delivered on time to the respective parties.
. Ensure that the front desk is kept stocked and maintained with requisitions and that par levels are maintained, and stock tracked.
. Keep up to date and aware of competitors' activitiesin order tobe proactive and create market advantage.
. Adhere to the hotel's selling strategy of Demand Based Pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests.
. Comply with Health & Safety, Emergency Management, the Disaster Manual, Fire procedures and regulations.
. In the absence of the Guest Relations Manager, be a part of the Fire Team andtake actionaccordingly.
. Adhere strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount.
. Adhere to the company credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.
. Maintain safety deposit boxes, ensuring that guests' valuablesare safe and secure at all times.
. Follow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations.
. Maintain the efficiency of departure by checking all guests' folios to ensure accuracy of charges.
. Manage costs effectively by minimizing and controlling expenses.
. Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, adhere to Hilton brand standards and ensure that guests receive value for money.
. Complete daily checklists of duties, to assure that appropriate reports are filed, and use analysis and judgment skills when preparing room discrepancy reports.
. Pre-register all VIPs' and Hilton Honors reservations so that the rooms may be inspected, and at the same time to ensure amenities are delivered to the correct rooms.
. Prepare daily forecasts of expected arrivals and departures using analysis and judgment skills.
. Operation of office equipment such as facsimile and the photocopier as needed.
. Respond promptly to guest requests for a supervisor or manager.
. 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.
我的具体职责是什么 ? 职位概述 (要点)
作为行政楼层主管,您将应以最高标准完成以下任务:
.关注员工的表现并给予激励。维持行政楼层的秩序,根据需求进行人员调配。
.监督行政楼层的运转,日常工作的完成,争取利润最大化。在前台接待,客服中心及其他部门有需要时予以协助。
.在彻底了解事件发生经过的情况下解决客人投诉,在对提供多种解决方案仍无法解决投诉的情况下予以一定的收益补偿。
.主持日常例会,及时将希尔顿服务标准,对客服务的相关信息做有效传递。
.对员工表现作出评估,不足之处予以指出并给予恰当培训。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。
.做队员的导师,提高员工水平,促进他们完成所设立的目标。
.确保员工手册,中国的劳动法,HR指南的一致性,必要的时候提供培训。
.培训部门高潜能员工,促进工作水平的提高及进一步的职业规划。
.致力于酒店工作,为酒店发展提供创造性的建议,为顾客和整个团队提供高品质服务。
.简单易懂的培训新员工,使其尽快达到胜任工作的最低标准,了解公司的期许与要求。
.为顾客提供热情周到的服务,有宾至如归感。
.依照预订为客人办理入住,核对预订信息,希尔顿荣誉客会号及航空公司会员号,确保入住登记表的完整性及付款方式安全有效。
.将客人送至客房,介绍客房布局,确保行李及时送达。
.采取必要行动,及时有效的处理顾客的不满,适当的时候告知值班经理或宾客关系经理。回访客人,确保客人对解决方法满意。
.维护顾客档案和信息,确保预订的有效性和准确性。
.作为第一个VIP客人接待的部门,要确保他们的个性化服务。
.协销售,预定和业务发展团队共同为公司客人提供服务。
.引入新的荣誉客会会员,确保会员应得利益,为会员提供优质专业的服务。
.按照客人的预定或喜好安排房间,并做详细目录管理。
.确保宾客档案信息及时录入公安申报系统。
.遵循希尔顿品牌标准。
.掌握希尔顿酒店集团的基本概况。
.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。
.确保前台和其他部门间的沟通交流,特别是客房部,餐饮部和财务部等。
.为行政楼层提供餐饮服务,监督管理使行政楼层随时都处于最佳状态。问候行政楼层的客人和常客确保客户满意度。
.维护酒店电脑系统信息数据的准确性,便于系统操作,确保前台运营设备的正常运转以及工作区域的整洁清洁。
.确保信息的有效传递,尚未完成的事情逐一移交至有关人员,让宾客满意。参加日常例 会及其他会议。
.汇报最新的工作进展,确保行政楼层经理,前厅经理对整个部门营运状况的了解。
.确保完成行政楼层每日的任务,其中包括但不仅仅限于工作的监督,房间分配,报告,信用额度核对,电脑数据备份及主帐的核对等。
.核对入住登记表,会议及活动信息,预订备份等。
.如有要求,提供完整的报告,并及时送至所需部门。
.节约成本,确保存货不浪费。
.警惕商业竞争行为, 促进积极的市场发展。
.根据价格要求向客人提供相应物有所值的物品。
.按照健康安全,危机管理部门,灾难处理方法,救火程序执行。在宾客关系经理不在场的情况下,参与救助行动。
.严格遵守现金收付手续,确保所有行政楼层接待的现金帐目准确无误,收支平衡。
.收取现金,信用卡,代金券,公司或第三方付费等服务时要严格遵守酒店规定。
.为客人提供保险箱,保证他们的财物安全。
.跟进担保预订及付款方式,确保酒店收入。
.确保所有帐单消费的精准性,为客人提供高效快捷的结帐服务。
.控制花费,节约成本。
.抓住商机,用合理的方式提高酒店收入,确保客人物有所值。
.按程序完成日常工作,准备报表,对房价差异报表予以分析。
.做好VIP和希尔顿会员抵店前的准备工作,确保VIP礼物的及时摆放。
.对已有数据进行分析整理,做好预抵和预离的报表。
.对行政楼层的设施设备和文具用品予以管理,如传真机,影印机等。
.对客人的合理要求予以快速恰当的反馈。
.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?
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.

Benefits of working as a Executive Floor Supervisor 行政楼层主管 in China:

● Company offers great benefits
● Company offers career progression opportunities
● Advantageous package