希尔顿在全球 100 多个国家和地区拥有数千家酒店，为您提供无数愉悦的机会。从敞开的大门到热情的微笑和非凡的体验，我们每年为数百万下榻我们酒店的旅客提供永生难忘的欢迎。除了我们的旗舰品牌希尔顿酒店及度假村外，希尔顿酒店家族还包括华尔道夫酒店、LXR、康莱德、天幕、古玩系列、DoubleTree、希尔顿花园酒店、汉普顿等众多品牌。 如果您欣赏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，我们永远不会忘记我们在这里的初衷：让我们的客人、团队成员和业主满意。 接线员负责组织和协调各项服务，确保每位顾客从抵达酒店、入住期间到离开酒店，都能体验到符合希尔顿酒店政策和程序的难忘住宿体验。 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 Operator organizes and coordinates services to ensure that each customer experiences a memorable stay from arrival, during the stay, through to departure, in line with Hilton and the hotel policies and procedures\. 我将做些什么？ 作为接线员，你将负责按照最高标准执行以下任务： \- 利用一切机会积极寻求客户和团队成员的口头反馈。 \- 商定并实施改善客户服务的行动。 \- 向尚未加入 “希尔顿荣誉客会 ”计划的客人宣传 “希尔顿荣誉客会 ”及其相关权益，确保现有的 “希尔顿荣誉客会 ”会员获得个人化和专业化的服务，承认他们是重要的客人，并获得他们的权益。 \- 及时有效地处理投诉，采取必要的措施，并酌情通知宾客服务经理采取后续行动。 \- 跟进客人的投诉，确保客人对问题的解决（服务恢复）感到满意。 \- 积极处理客人的投诉和意见，并从中吸取经验教训，向沟通主管进行跟进和反馈。 \- 确保及时有效地回应所有客人的要求和询问，同时在每天的高峰期在楼层提供协助。 \- 及时处理所有内部和外部客人的询问，尽量减少延误，将客人引导至其希望联系的正确方，并在必要时提供信息。 \- 以迅速、礼貌和高效的方式有效管理酒店的所有通信、电话、传真和邮件，确保客人与酒店联系时感到宾至如归。 \- 掌握酒店及周边设施、景点、名胜古迹和活动的最新信息。 \- 以私密和保密的方式处理和传递所有信息，确保客人的隐私，并确保清晰、准确、及时地接收和传递信息。 \- 积极主动地接待客人，协助他们满足任何合理要求。 \- 熟悉希尔顿部门标准，遵守希尔顿品牌标准，确保整个运营标准的一致性。 \- 熟悉操作电话、FCS、OnQ PM 和 Micros 系统。 \- 在团队中发挥积极作用，态度和蔼，善于合作，乐于助人，不忘客人背后的人。 \- 在宾客服务中心发挥积极作用。 \- 随时描述、分配和下放部门运营的职责和权力。 \- 了解其他部门的情况及其对本部门的影响。 \- 提前计划并确保有足够的资源可用。 \- 与客房部和工程部协调，确保清洁工作得到跟进，确保跟进程序得到维护。 \- 与餐饮和厨房团队有效沟通，确保客房餐饮的质量和效果。 \- 确保对轮班工作进行审查、交接和简报。 \- 深入掌握工作所需的技术知识和技能。 \- 维护客人历史记录，协助处理回头客。 \- 出席并参加定期业务会议和酒店会议。 \- 履行沟通主管要求的其他合理职责。 \- 了解酒店的目标以及本部门在实现目标过程中的作用，向团队传达这些目标，并促使团队成员与他人合作。 \- 通过定期沟通会议和备忘录了解部门、酒店和公司的最新活动，包括餐厅和酒吧的特别活动和促销活动。 \- 了解潜在的业务高潮和低谷。 \- 营造一种 “人人都是销售员 ”的环境。 \- 预测潜在成本。 \- 遵循公司控制程序，在不影响标准的前提下控制成本。 \- 了解部门运营所需的人员数量和质量。 \- 根据目标定期检查个人和团队的业绩并提供反馈。 \- 根据法律和酒店规定参与年度评估，并确定个人培训需求。 \- 了解相关的健康与安全法规及其对部门运作的影响，向团队传达他们在健康与安全方面的责任。 \- 确保始终执行安全健康的工作规范。 \- 保持符合酒店和希尔顿标准的个人形象。 \- 确保按时完成所有报告和服务工作。 \- 遵守酒店的安全和应急政策及程序。 **What will I be doing?** As the Operator, you will be responsible for performing the following tasks to the highest standards: • Actively seeking verbal feedback from customers and team members at every opportunity\. • Agree on and implement actions to make improvements to customer service\. • 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\. • Handle complaints promptly and efficiently, taking the necessary action and informing the Guest Service Manager to follow\-up where appropriate\. • Follow\-up with guests to ensure satisfaction with problem resolution \(service recovery\)\. • Positively deal with and learn from customers’ complaints and comments with follow\-up and feedback to the Communication Supervisor\. • Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day\. • Handle all internal and external guest enquiries promptly with minimal delay, directing them to the correct parties with which they wish to speak to and provide information where necessary\. • Effectively manage all hotel communications, telephone, fax, mail, in a prompt, courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel\. • Be up to date with information on facilities, attractions, places of interests, sights and activities in and around the hotel\. • Handle and deliver all messages in a private and confidential manner, ensuring privacy for guests and ensure that the messages are received and delivered clearly, accurately and in a timely manner\. • Be proactive towards customers, assisting them with any reasonable requests\. • Knowledgeable of Hilton departmental standards, ensuring consistency of standards throughout the operation by adhering to Hilton brand standards\. • Familiar with operating the telephone, FCS, OnQ PM and Micros system\. • Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest\. • Take on an active role in the Guest Service Centre\. • Describe, assign and delegate duties and authority for the operation of the department at all times\. • Understand the situation in other departments and their implications for your own department\. • Plan ahead and ensure adequate resources are available\. • Coordinate with the Housekeeping and Engineering departments to ensure cleaning is followed up, ensuring that follow\-up procedures are maintained\. • Communicate effectively with F&B and Kitchen teams to ensure in\-room dining’s quality and effectiveness\. • Ensure that 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 and hotel meetings\. • Carry out any other reasonable duties and responsibilities as requested by the Communication Supervisor\. • Understand the goals of the hotel and the department’s role in achieving it, communicating these goals to the team and getting members of the team to work cooperatively with others\. • Keep 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\. • Be aware of potential highs and lows in the business\. • Create an environment where “everyone sells”\. • Forecasting potential costs\. • Following company control procedures, controlling costs without compromising standards\. • Understand the quantity and quality of people needed to operate the department\. • Regularly review individual and team performance against objectives and provide feedback\. • Participate in annual appraisals in accordance with legal and hotel guidelines and identify individual training needs\. • Understand relevant Health & Safety legislations and their implications on the operation of the department, communicating to the team their responsibilities within Health & Safety\. • Ensure that safe and healthy working practices are implemented at all times\. • Maintain personal presentation to hotel and Hilton standards\. • Ensure that all reporting and servicing deadlines are met on a timely basis\. **我们在寻找什么？** 为希尔顿品牌服务的操作员总是代表我们的客人工作，并与其他团队成员合作。要成功胜任这一职位，您应保持以下态度、行为、技能和价值观： \- 至少有 2 年在五星级国际品牌酒店担任相同职位的经验或类似行业的相关经验。 \- 掌握基本的英语口语，以满足业务需求。 \- 在工作中始终以客户为中心，保持高度的客户服务意识。 \- 积极影响、承担个人责任并主动解决问题，与客户和同事进行清晰的沟通。 \- 有上进心和责任感，以饱满的热情对待所有任务，抓住机会学习新技能或知识，以提高个人绩效。 \- 灵活应变，对不断变化的要求做出快速、积极的反应，包括完成要求你完成的任何任务。 \- 在追求团队目标的过程中，与同事合作并给予支持，从而保持高度的团队关注。 \- 为改进酒店的运营/环境程序献计献策。 \- 良好的组织和协调能力。 \- 强烈的责任感和自我激励意识。 \- 耐心负责地解决所有问题。 \- 能与团队成员保持良好关系。 \- 能承受巨大的身心压力。 \- 积极向客人和酒店供应商推广希尔顿品牌的服务和设施。 \- 以确保自己和工作场所其他人安全的方式履行所有职责和责任。 \- 熟悉计算机系统者优先。 **在希尔顿工作会是怎样的体验？** 希尔顿是全球领先的酒店管理公司，业务涵盖从豪华的全方位服务酒店和度假村到长住套房和中等价位酒店等住宿领域。近一个世纪以来，希尔顿一直为商务和休闲旅客提供最优质的住宿、服务、设施和价值。希尔顿致力于延续其传统，为全球品牌提供卓越的宾客体验。我们的愿景是让地球充满好客的光芒和温暖，我们的团队团结一致，每天在世界各地创造非凡的好客体验。而我们出色的团队成员正是这一切的核心！ **What are we looking for?** An Operator 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: • Minimum 2 years of experience in the same position in a 5\-star international branded hotel or comparable industry related experience\. • Understand basic spoken English to meet business needs\. • Maintain a high customer service focus by approaching your job with the customers always in mind\. • Positively impact, take personal responsibility and initiative to resolve issues, communicating clearly 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 personal performance\. • Be flexible and respond quickly and positively to changing requirements including the performance of any tasks requested of you\. • Maintain high team focus by showing co\-operation 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 pressure\. • Actively promote the services and facilities of Hilton brands 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\. • 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\! **Job:** _Guest Services, Operations, and Front Office_ **Title:** _接线员Operator_ **Location:** _null_ **Requisition ID:** _HOT0BD14_ **EOE/AA/Disabled/Veterans**