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【崗位職責(zé)】 1、通過(guò)訓(xùn)練領(lǐng)導(dǎo)和激發(fā)團(tuán)隊(duì)員工。 2、其他經(jīng)理不在的情況下，代替其他經(jīng)理和總經(jīng)理作為整個(gè)酒店的職責(zé)經(jīng)理。 3、積極地參加職業(yè)培訓(xùn)，讓員工保持水平一致。 4、訓(xùn)導(dǎo)團(tuán)隊(duì)，提高員工水平，激勵(lì)他們完成目標(biāo)。 5、確保員工手冊(cè)，相關(guān)勞動(dòng)法，HR指南的一致性，如有違反，紀(jì)律處分。 6、根據(jù)酒店標(biāo)準(zhǔn)，進(jìn)行每年一次的1：1的個(gè)人發(fā)展回顧，確保對(duì)員工進(jìn)行公平客觀的描述，以便為員工提供繼續(xù)發(fā)展的平臺(tái)。 7、訓(xùn)練和發(fā)展有潛力的員工，令其有更好的職業(yè)前景。 8、致力于酒店工作，為酒店發(fā)展提供建議，有創(chuàng)新精神，為顧客提供品質(zhì)服務(wù)。 9、負(fù)責(zé)新員工的培訓(xùn)，使其盡快勝任工作，并告知酒店的要求。 10、及時(shí)有效的和賓客溝通，確保給顧客及時(shí)的答復(fù)。每個(gè)客人的投訴要求必須要在二十四小時(shí)內(nèi)解決。 11、登記客人，確保客人信息完整填寫(xiě)并確認(rèn)，按照酒店榮譽(yù)會(huì)員和飛行里程會(huì)員的要求服務(wù)和發(fā)展會(huì)員，同時(shí)確認(rèn)付款方式。 12、將客人送至客房，介紹客房布局，確保行李及時(shí)遞送等。 13、采取必要行動(dòng)，及時(shí)有效的處理顧客的不滿，適當(dāng)?shù)臅r(shí)候告知其他賓客關(guān)系經(jīng)理。回訪客人，確保客人對(duì)解決方法滿意。 14、關(guān)注客戶信息和喜好，確保滿足客人的要求。15、作為接待VIP客人的酒店員工，要確保為客人提供人性化服務(wù)。 16、按照客人的預(yù)定或喜好安排房間，控制房間。 17、確保為會(huì)員顧客提供優(yōu)質(zhì)專(zhuān)業(yè)的服務(wù)，發(fā)展客人加入會(huì)員。 18、和銷(xiāo)售，預(yù)定和商業(yè)發(fā)展團(tuán)隊(duì)共同為客人提供服務(wù) 19、及時(shí)準(zhǔn)確的將客人的信息錄入公安報(bào)告系統(tǒng)。 20、遵循酒店品牌標(biāo)準(zhǔn)。 21、了解酒店周邊地區(qū)的最新信息，名勝，風(fēng)景地等，為顧客提供方便。 22、確保前臺(tái)和其他部門(mén)間的溝通交流，特別是客房部，餐飲部等。 24、持酒店數(shù)據(jù)的準(zhǔn)確，便于操作。維持前臺(tái)設(shè)備的正常運(yùn)做和工作區(qū)域的清潔。 25、及時(shí)將信息傳遞至相關(guān)人員，確保尚未完成的事情移交至有關(guān)人員，讓賓客滿意。參加必要的會(huì)議并閱 【崗位要求】 1、保持和供應(yīng)商的良好關(guān)系 2、保證向酒店內(nèi)部和外部客人提供高質(zhì)量的服務(wù) 3、維護(hù)酒店設(shè)施設(shè)備的正常運(yùn)轉(zhuǎn) 4、保持工作環(huán)境整潔 5、達(dá)到綠色酒店的要求 6、編輯更新工作標(biāo)準(zhǔn)和程序

Following and comply with each task or job assigned by the department superior leader. 服從上級(jí)領(lǐng)導(dǎo)安排的工作和任務(wù)。 Take full responsibility and leadership of the whole property operation during the duty shift, both the customer facing staff and heart of house staff. 負(fù)責(zé)當(dāng)班酒店前線和后線部門(mén)的正常運(yùn)作。 Directs Front Office operations such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and satisfaction of guests’ needs 遵循前廳政策，程序和標(biāo)準(zhǔn)指導(dǎo)前臺(tái)辦理入住、退房，提供客人幫助及滿足客人的需求。 Develops and manages the performance of direct subordinates to ensure the efficient running of front office operations.、 管理下屬的績(jī)效,確保前臺(tái)操作有效地運(yùn)行。 Maximizes hotel revenue by controlling room inventory, group blocking, packages, up selling, reinforcing the late charge policy to maximize REVPAR. 通過(guò)控制排房來(lái)協(xié)調(diào)團(tuán)隊(duì)、客房促銷(xiāo)、增銷(xiāo)，通過(guò)控制房間庫(kù)存、安排團(tuán)房、包價(jià)、增銷(xiāo)等，制定晚退房等收費(fèi)政策，最大限度地提高酒店收益。 Handles all customers’ complaints occurring during the duty shift to ensure their satisfaction. 處理發(fā)生在當(dāng)班期間所有客戶的投訴，以確保客人的滿意度。 Greets VIP guests upon their arrival and escorts them to their room.? Establishes good support and offers assistance for the length of their stay. 迎接貴賓的到來(lái),護(hù)送他們到他們的房間，與貴賓建立長(zhǎng)久良好的關(guān)系。 During full house nights, deals with overbooking situations in the most professional and diplomatic matter in order to keep to a minimum level the degree of dissatisfaction of guests inconvenienced by the situation. 在滿房的情況下，用專(zhuān)業(yè)的外交方式處理超額預(yù)定情況，把客人的不滿意度降到最低。 Patrols the hotel at least twice per shift to ensure that the hotel is clean, tidy, and safe and that all is proper order.? Takes corrective actions if necessary. 每個(gè)班次至少巡查酒店兩次確保酒店整潔、干凈和安全，對(duì)不規(guī)范的地方采取措施。 Keeps?abreast?of all emergency procedures, hotel promotions, product knowledge, VIP arrivals, upcoming events and brief direct subordinates accordingly so that all front office staff are able to answer guest requests and questions. 熟悉所有的應(yīng)急程序措施，了解酒店的促銷(xiāo)活動(dòng)、產(chǎn)品知識(shí)，并開(kāi)會(huì)傳達(dá)VIP抵達(dá)和每日的活動(dòng)等，確保所有前線工作人員都能夠自信地回答客人的要求和問(wèn)題。 Reports on the hotel log book all guest complaints, relevant incidents and matters that need follow up the next day, to ensure consistency and guest satisfaction. 每日記錄并發(fā)送交班日志關(guān)于酒店的客人投訴，及特殊事例需要跟進(jìn)的事項(xiàng)，確保事件被跟進(jìn)完成并保證客人滿意度。

1 To provide excellent service of the JW Marriott Health Club which includes the swimming Pool, sauna, locker facilities, pool bar. 負(fù)責(zé)健身中心的運(yùn)營(yíng)包括游泳池、桑拿、更衣設(shè)備、泳池 2  To participate in training activities on a weekly, monthly schedule. 安排每周、每月的培訓(xùn)計(jì)劃 3  To be familiar on Hygienic requirements set by both local government and The  Sheraton standards. 熟悉當(dāng)?shù)卣托l(wèi)生標(biāo)準(zhǔn)并按要求對(duì)員工進(jìn)行培訓(xùn) 4 To monitor the hygiene level of Swimming Pool and Jacuzzi. 監(jiān)督監(jiān)測(cè)泳池和按摩池的衛(wèi)生情況 5   Operate the Pool Bar in a Professional manner whilst meeting all Bar and Beverage requirements set by local laws. 以專(zhuān)業(yè)態(tài)度維持泳池的運(yùn)作并符合地方法對(duì)酒吧和飲料的有關(guān)規(guī)定 6  Ensure all gym equipment is well maintained in clean and working order. 確保健身房設(shè)備的清潔和正常運(yùn)作 7  Ensure the Swimming Pool and Jacuzzi area are very clean and hygienic area. 確保泳池和按摩池的清潔 8  Follow and conform to the Health Club Rules and Regulations.  建立并保持健身中心的規(guī)定 9  Inventory and maintain the proper amounts of towels, linen, bathrobe and other Health Club Supplies. 清點(diǎn)存貨，維持毛巾、布草、浴衣和其他物品的正確數(shù)量  

1. Have knowledge of hotel, hotel associates, and hotel services with hours of operations for all departments’ involved and surrounding areas.Has a thorough knowledge of guestrooms including:? locations, views, amenities, features, types, etc… 了解酒店，酒店各部門(mén)員工以及酒店各項(xiàng)服務(wù)設(shè)施及周邊地區(qū)設(shè)施的營(yíng)業(yè)及服務(wù)時(shí)間。清楚客房的相關(guān)信息, 例如位置，景色，提供物品，特色及房間類(lèi)型等。? 2. Offer the hotel guests the best possible service through courteous and proper phone answering procedures through proper telephone procedures. 運(yùn)用禮貌并適當(dāng)?shù)碾娫挾Y儀接聽(tīng)客人的電話，并對(duì)客人提出的合理要求提供最好的服務(wù)。 3. Be an ambassador by promoting the hotel, restaurant, lounge, gift shops, etc. 作為酒店，餐廳，酒吧及禮品部等開(kāi)展的促銷(xiāo)活動(dòng)的代表。? 4. Be able to give accurate directions and information regarding the immediate and city transportation information. 能向客人提供準(zhǔn)確的城市交通信息。? 5. Handle all emergencies according to established procedures. 能運(yùn)用相關(guān)程序處理所有緊急事件。? 6. Ensure all customer complaints are recorded in the Guest Response Program in a timely and directly professional manner. 本著及時(shí)坦率的專(zhuān)業(yè)態(tài)度，確保所有客人的投訴都被記錄于客戶回訪項(xiàng)目中。 7. Ensure all guests experiencing a problem receive an immediate response along with satisfactory resolved, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner. Practice empowerment! 確保對(duì)客人所提出的問(wèn)題都能給以及時(shí)及滿意的答復(fù)，以及時(shí)和專(zhuān)業(yè)的態(tài)度完成對(duì)客人的承諾并能后續(xù)跟進(jìn)。付諸于行動(dòng)！

崗位職責(zé) 1、確保自己的服飾、發(fā)型整潔、淡妝等方面全部符合規(guī)定的要求。 2、查看交班記錄，了解上一班的移交事項(xiàng)，并負(fù)責(zé)處理。 3、熟悉預(yù)訂資料，了解客情，尤其要記住即將來(lái)店的貴賓、常客的姓名，了解酒店的所有活動(dòng)。 4、熟悉酒店有關(guān)客房銷(xiāo)售的各項(xiàng)政策，向來(lái)店賓客推銷(xiāo)客房，努力爭(zhēng)取最好的經(jīng)濟(jì)效益。 5、熟練總臺(tái)各項(xiàng)專(zhuān)業(yè)業(yè)務(wù)和技能，搞好對(duì)客服務(wù)。 6、熟練掌握店內(nèi)外信息，提供準(zhǔn)確的問(wèn)訊服務(wù)。 7、負(fù)責(zé)為下榻酒店的賓客辦理入住登記手續(xù)。 8、負(fù)責(zé)客房鑰匙的管理和發(fā)放工作并嚴(yán)格遵守驗(yàn)證制度。 9、制作有關(guān)報(bào)表，為其它部門(mén)提供準(zhǔn)確的接待信息。 崗位要求 1、大專(zhuān)以上文化程度，英語(yǔ)聽(tīng)說(shuō)讀寫(xiě)能力強(qiáng)。 2、性格開(kāi)朗、頭腦靈活、工作踏實(shí)，具有較強(qiáng)的服務(wù)意識(shí)、銷(xiāo)售意識(shí)和責(zé)任感。 3、通曉酒店各項(xiàng)對(duì)客政策、設(shè)施設(shè)備及服務(wù)種類(lèi)以及總臺(tái)工作程度和規(guī)范。 4、形象氣質(zhì)佳，溝通能力強(qiáng)。

一、工作檢查????Work Check 保持準(zhǔn)確的房態(tài)，如空房，未清理，等等。并保留準(zhǔn)確的酒店客人的紀(jì)錄。 Keeps an accurate count of rooms sold, vacant, out of order, etc. and maintains accurate record of all hotel guests. 將本部門(mén)房態(tài)報(bào)告與客房部的做比較，如有任何差異，向前臺(tái)接待主管/前臺(tái)接待經(jīng)理匯報(bào)。 Reconciles Room Status report of Housekeeping with that of the Department, advises Chief Receptionist/ Front Desk Manager of any discrepancy. 為貴賓客人和團(tuán)隊(duì)定房，預(yù)先為他們做登記并根據(jù)需要與上級(jí)及客房部聯(lián)系。????? Blocks rooms for VIPs and groups, pre-registers them and advises superior and Housekeeping Department accordingly. 處理客人投訴，詢問(wèn)和要求。對(duì)重要問(wèn)題匯報(bào)上級(jí)。?????????? Attends to guests’ complaints, enquiries and requests. Refers major problems to superior.? 維護(hù)工作區(qū)域的清潔。Maintains cleanliness of work area.?????????? ? 二、日常工作???Routine 根據(jù)客人的預(yù)定要求登記并分房。如果客人并未做預(yù)定，為他提供適合的住宿。 Registers and rooms guest according to instructions in their reservations. In the absence of reservation, offers guests suitable accommodation. 如有需要提供給客人協(xié)助。 If there is a need to provide assistance to guests. 對(duì)客人的詢問(wèn)做出回答，提供有關(guān)酒店服務(wù)和設(shè)施的信息，其他所能提供的信息， 包括事件，人物，娛樂(lè)場(chǎng)所，名勝古跡，文化娛樂(lè)表演等等。 In response to guest queries, gives out information regarding hotel services and facilities, the “extras” offered, factual information regarding events, people, accessible places of interest, historical and cultural points of interests, cultural and entertainment performances.?? 公安局系統(tǒng)正確上傳。PSB System Upload correctly.