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General具體標準 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，酒店各部門員工以及酒店各項服務設施及周邊地區設施的營業及服務時間。清楚客房的相關信息, 例如位置，景色，提供物品，特色及房間類型等。 Offer the hotel guests the best possible service through courteous and proper phone ? ? ? answering procedures through proper telephone procedures. 運用禮貌并適當的電話禮儀接聽客人的電話，并對客人提出的合理要求提供最好的服務。 Be an ambassador by promoting the hotel, restaurant, lounge, gift shops, etc. 作為酒店，餐廳，酒吧及禮品部等開展的促銷活動的代表。 Be able to give accurate directions and information regarding the immediate location. 能向客人提供準確的方向指示及位置信息。 Handle all emergencies according to established procedures. 運用相關程序處理所有緊急事件。 Ensure all customer complaints are recorded in the Guest Response Program in a timely and directly professional manner. 本著及時坦率的專業態度，確保所有客人的投訴都被記錄于客戶回訪項目中。 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! 確保對客人所提出的問題都能給以及時滿意的答復，以及時和專業的態度完成對客人的承諾并能后續跟進。付諸于行動！ Ensure all individuals designated for follow-up are copied on incident reports and any other pertinent information available. 確保對所有個人被委托進行的后續跟進都做好相關記錄，并附有所有與之相關的信息。 Each associate is expected to carry out all reasonable requests by the management, which ? ? ? the associate is capable of performing. 要求每一個員工在其能力范圍內執行所有合理的經營決策。 Constantly updates himself/herself with local activities and current events in order ? ? ? to provide guests with information. 對本地所舉辦的各項活動及會議信息保持不斷更新，從而向客人提供實時的信息。 Assist those who are on duty with questions or problems that may arise.? Be able to take ownership of problems and resolve them. 幫助有疑問或需要幫助的同事。愿意承擔責任并處理問題。 Audits work for accuracy and consistency. Take corrective measures where errors surface? ? ? and report immediately anything out of the ordinary to the AYS Manager. 監督工作的精確性及一致性。當有問題產生時能有效應對，并立即將事情的經過完整的報告給經理。 Schedule the roster according to business needs. Monitors attendance records, sick leaves,? overtime, and vacation levels 根據工作需要安排班次。管理考勤記錄，病假，加班及休假事宜。 Promote and display teamwork throughout the hotel. 改善與其他部門間的團隊協作。 Oversees the operations in the absence of the AYS Manager. 當經理不在時，須承擔監督所有工作的責任。 Be involved in interviewing, new hire orientation and training. 參與面試，入職培訓及其他培訓工作。 Communicate daily with manager to assure consistency and pass-on of pertinent ? ? ? information. 每日與經理交流以保證信息一致性并傳達相關信息。 Conducts effective Coaching and Counselling. 制定有效的培訓方案及提供培訓意見。 Assists the AYS Manager in preparing annual Performance Appraisals. 協助經理準備年度員工表現評估。 Establish effective 15-minute training and briefing with associates prior to ? ? ? reporting to stations. 建立有效的15分鐘培訓，并與其他同事交接相關事宜。 Establish a good working inter-departmental relationship. 與酒店其他部門建立良好的工作關系。 ?Should be familiar with all FO Section Job, ensure to spend time assistance others ? ? ? section completed work efficient. 熟悉并了解前廳部每一個分部門的工作，能夠在各部門需要幫助時提供協助并能夠高效的完成工作任務 ? Rooms房務方面 Have knowledge of hotel rates, discounts, and how to handle each. 了解并知道如何處理與酒店房價和折扣相關的問題。 Have working knowledge of reservations and Fidelio procedures.? Know cancellation procedures and walk procedures. 了解與預訂和酒店所用管理系統相關的工作知識。了解取消預訂以及訂預定的程序。 Handle all wake-up call requests and repeat information to the guest to ensure ? ? ? proper handling of wake up calls in the morning. 處理所有叫醒服務要求，并向客人重復相關信息以確保早上能準時叫醒客人。 Set wake up clock or input as requested as they come in. 及時地為客人設定其所要求叫醒鬧鐘。 Take changes on incoming collect calls or any calls not received by the accounting system ? ? ? and post them in Fidelio. 靈活應對來電，并能將未被記錄入客人房帳中的電話費用輸入相應房間。 Perform shift closings and be able to identify discrepancies or irregularities in them. 維持班組的紀律并認同個人的差異。 ? Additional Responsibilities其他職責 Handle fax and messages per outlined procedures. 按照程序處理客人的傳真和留言。 Attend all scheduled departmental meetings. 參加每月部門會議。 Timely submission of assigned projects by supervisor or management. 及時完成資深接線員及經理委派的任務。 Maintain cleanliness and neatness of work area. 保持工作環境的干凈整潔。 Be familiar with and follow all hotel safety and accident prevention procedures. 熟悉并遵守酒店安全防衛條例。 Handle all telephone maintenance and installations accordingly. 處理所有電話維修及安裝事宜。 Maintain close control and inventory of supplies and equipment. Everything in Working ? ? ? Order (EIWO). 監管并保證所有供應品及設備都完好無損。確保所有物品都能正常使用。 Understand and adhere to budgeted wage and hour limitations for staff. 了解員工薪酬待遇，并遵守工作時間。 Training 培訓 Implement the proper training program and control the training of the staff to top ? ? ? efficiency and in accordance with Marriott policies. 參加相關培訓課程，幫助培養符合萬豪標準的高品質的員工。 Provide job descriptions and an updated training manual. 制定工作描述，更新培訓手冊。 Have a thorough knowledge of hotel fire regulations and policy reports, safety programs, ? ? ? and what the direct duties are in relation to each.? Ensure that all associates are properly ? ? ? trained to these procedures. 全面了解酒店的消防程序，報警程序，安全守則，并清楚其相關負責人。保證所有同事都參加此類培訓。 Have accurate and complete guest assistance information available regarding events ? ? ? taking place in town, restaurants, athletic events, etc… 能向客人準確及時的提供在當地，餐廳，運動場館等所舉行的宴會活動的信息。