M
AJOR RESPONSIBILIES
責(zé)任概要
:
To be responsible for all guest service activities in the Executive Floor.
Serving guests in both lobby and Executive Floor while providing the highest level of service possible in an efficient, courteous and professional manner by following Marriott Standards of aggressive hospitality and adhering to guidelines and procedures.
負(fù)責(zé)為到政樓層的客人提供各種服務(wù)，同時(shí)并且為大堂及行政樓層的客人提供最高標(biāo)準(zhǔn)及高效的服務(wù)遵守萬豪標(biāo)準(zhǔn)作為指導(dǎo)方針使用禮貌及專業(yè)的服務(wù)技巧。
Create a hospitable and professional atmosphere in your area to ensure total guest satisfaction.
在你的工作范圍之內(nèi)創(chuàng)造一個(gè)招待周到及專業(yè)的氣氛來確保達(dá)到客人滿意。
Have knowledge of local areas and be informed at all times about cultural, historical attractions as well as their locations and hours of operation.
在任何時(shí)候都必須見多識(shí)廣的了解本地文化特色，歷史及有吸引力的特色地點(diǎn)的地址及營(yíng)業(yè)時(shí)間。
Assist the
Executive Floor Manager
in all areas to ensure a correct and smoothly-operating department. Act as point of contact to arrange and organize guest stay. Act as role model for fellow associates and assure service quality meet brand standard. Create welcome hospitality and professional atmosphere in your area to ensure total guest satisfaction.
幫助行政樓層經(jīng)理順利營(yíng)運(yùn)所有部門，負(fù)責(zé)安排和組織客人入住期間所有事宜，作為行為榜樣為其他同事確保我們的服務(wù)達(dá)到品牌標(biāo)準(zhǔn)。在你的工作范圍之內(nèi)創(chuàng)造一個(gè)賓至如歸及專業(yè)熱情的氣氛保證所有賓客的滿意。
SPECIFIC DUTIES
工作任務(wù)
:
Operate MARSHA and OPERA well and able to use key card system, trouble shoot basic guest key lock issues.
熟練使用
MARSHA
和
OPERA
系統(tǒng)，并且可以使用鑰匙系統(tǒng)
。
Provides warm welcome and detailed service to hotel guest. Ensure all necessary guest information are properly recorded and loaded in OPERA system, front desk keeps the paper trail.
為酒店客人提供熱情并且細(xì)致的服務(wù)，確保所有必須的客人信息準(zhǔn)確記錄在
OPERA
系統(tǒng)里。
Assist to ensure Executive Floor/floor area is under smooth operation, including buffet set up, meeting room, business center, guest booking and special guest requests.
幫助行政酒廊運(yùn)營(yíng)順利，包括自助餐的擺放，行政會(huì)議室，商務(wù)中心，客人預(yù)定及特殊要求。
Have knowledge of local areas and be informed at all times about cultural, historical attractions as well as their locations and hours of operation.
在任何時(shí)候都必須見多識(shí)廣的了解本地文化特色，歷史及有吸引力的特色地點(diǎn)的地址及營(yíng)業(yè)時(shí)間。
Be sure to spend time in public areas during busy time in order to take care of guest requests.
保證在客人較多的時(shí)候在公共區(qū)域去關(guān)注客人的需求。
Be familiar with daily in-coming VIP and Repeat guests. Get prepared and ready at the beginning of shift.
熟悉及了解當(dāng)日到店的重要客人及回頭客，在每個(gè)班次開始之前做好準(zhǔn)備事宜。
Responsible of remaining a positive communication with airport rep. Be ready to welcome guest at designated place at least 10 minutes before limousine arrives.
負(fù)責(zé)與機(jī)場(chǎng)代表保持正確的溝通，準(zhǔn)備好在車輛到達(dá)的十分鐘之前在指定地點(diǎn)歡迎客人。
Coordinate with bell staff, concierge and front desk staff to ensure all front of house area is operating professionally.
與禮賓部及前臺(tái)員工就做好協(xié)調(diào)確保前臺(tái)專業(yè)的營(yíng)運(yùn)。
Ensures that recognition programs for both guest and associates are in place and working. Responsible for all repeat guest special requests, lead front desk team to follow through and ensure guest has an enjoyable stay.?
保證客人及員工的認(rèn)可計(jì)劃，負(fù)責(zé)所有回頭客的特殊要求，帶領(lǐng)前臺(tái)成員確保客人有一個(gè)令人愉快的逗留 。
Ensure repeat/rewards/VIP guest recognition program are taking place. Being able to contribute and lead front desk team to participate in up sale program.
保證使用回頭客
/
萬豪禮賞客人
/
重要客人的識(shí)別計(jì)劃。可以參與并帶領(lǐng)前臺(tái)員工共房間升級(jí)促銷計(jì)劃。
Understand and participate in Marriott rewards program.
理解并積極參與萬豪領(lǐng)賞計(jì)劃。
Perform in-room guest registration and room assignment and accommodate special request
all customers.
可以完成為客人在房間里辦理入住登記，可以分配房間并且為所有有特殊要求的客人安排住宿。
Be knowledgeable about Marriott Rewards, Club Marquis and other frequent traveller programs. Participate and contribute in Marriott Rewards sign-up program; ensure accuracy and activation rate meet brand goal.
對(duì)萬豪禮賞計(jì)劃及各種飛行常客計(jì)劃有一定了解，并且參與到萬豪禮賞計(jì)劃，確保準(zhǔn)確的并且有效的房?jī)r(jià)達(dá)到品牌目標(biāo)。
Be knowledge about Mobile check in, need check the control panel hourly. Found the mobile check in guest, need share with duty shift leader and inform Front Desk supervisor and GSM prepare folder and follow up accordingly. Executive Floor also need prepare the check in folder.
了解手機(jī)辦理入住的標(biāo)準(zhǔn)操作程序，每小時(shí)檢查控制面板。如有發(fā)現(xiàn)客人申請(qǐng)手機(jī)辦理入住，則需與當(dāng)班的負(fù)責(zé)人分享，并將信息傳達(dá)給前臺(tái)的主管已經(jīng)賓客服務(wù)經(jīng)理準(zhǔn)備文件夾，及系統(tǒng)內(nèi)的跟進(jìn)。同時(shí)，酒廊也應(yīng)該準(zhǔn)備歡迎文件夾。
Be knowledge about Guest Voice system, know 6 keys points and department goal. Know Executive Floor’s daily score and goal achievement status. Always provide warmly services to our customer, will to talk and get comments with guest, share guest’s feedback with related department and GSM, work to enhance guest’s staying experience.
了解客人滿意度調(diào)查系統(tǒng)，知道考核的
6
大項(xiàng)目及部門的指標(biāo)。知道酒廊的每日得分及目標(biāo)實(shí)現(xiàn)情況。一直為賓客提供熱情的服務(wù)，主動(dòng)與客人溝通，征得客人的評(píng)語(yǔ)，并及時(shí)分享給相應(yīng)部門及賓客服務(wù)經(jīng)理，努力提高客人的入住體驗(yàn)。
Know how to follow hospitality guidelines.
知道如何遵循服務(wù)指導(dǎo)方針。
Needs to be able to perform in front office functions.
需要可以在前廳部工作。
Interact with guest at all opportunities, play a customer contact role.
在任何機(jī)會(huì)下與客人互動(dòng)，扮演一個(gè)與客人接觸的角色。
Be responsible and receptive to guest complaint, should analysis and within the limitation set, make correct and quick decision to ensures total guest satisfaction whilst also protecting the hotel property and revenue,
能接納并且負(fù)責(zé)解決客人投訴，可以分析投訴發(fā)生的原因并且迅速作出解決方法來確保客人滿意，同時(shí)要保護(hù)酒店財(cái)產(chǎn)及收入。
Oversees day to day operation of Executive Floor and ensuring that all guests are handled quickly and efficiently in all their needs with warm and natural.
檢查行政樓層的每日營(yíng)運(yùn)并且保證所有客人的需要被高效快捷及熱情的對(duì)待。
Answer phone calls according to standard by using proper telephone etiquette and within three rings.
電話三響之內(nèi)按照標(biāo)準(zhǔn)及電話禮儀接聽電話。
Know how to operate safety deposit box.
知道如何使用保險(xiǎn)箱。
Be flexible in regarding to work schedule. Have a solid understanding of hotel operations. Assist fellow associates when necessary to get all jobs done on time.
靈活處理工作排班，非常了解酒店?duì)I運(yùn)，幫助需要幫助的員工按時(shí)完成所有工作。
Report any unusual occurrence or requests to manager immediately.
將任何不同尋常的事件或者要求及時(shí)上報(bào)經(jīng)理。
At all times strive to represent Marriott in the most professional manner.
在任何時(shí)候都努力代表萬豪表現(xiàn)出專業(yè)的禮節(jié)禮貌。
Be disciplined at all times, stand alert and tall at the front desk, greet guests immediately and offer assistance before the guest needs to ask. Focus your total attention to the customers
在任何情況下都遵守紀(jì)律，在前臺(tái)時(shí)刻保持警惕，在客人開口詢問之前向客人打招呼問好并且提供所需要的服務(wù)，把你的全部注意力都放在客人身上 。
Be well groomed and conform to the hotel's dress code and deportment.
保持良好的儀容儀表標(biāo)準(zhǔn)，符合酒店的和部門的著裝要求。
Be informed about daily operations and events.
了解酒店每日營(yíng)運(yùn)情況及各種活動(dòng)。
Be highly visible in public area during peak hour.
在高峰時(shí)間的公共區(qū)域內(nèi)保持高度觀察。
Be familiar with sales strategies; communicate daily with reservation sales.
熟悉了解銷售技巧與策略，每天與預(yù)定及銷售保持密切聯(lián)系與溝通。
Develop a thorough knowledge about all brands in Marriott's portfolio.
透徹了解萬豪所有品牌的及文化。
Know all frequent customers and is familiar with their special requests. Ensure that their needs are met.
熟悉了解所有常客并且知道他們的特殊喜好，保證他們的要求得到滿足。
Be familiar with cultural differences and know correct behavior for each culture. Also know the different protocols and etiquette.
清楚文化差異并且知道各種文化正確的舉止，明白不同的禮節(jié)禮儀。
Be knowledgeable about all emergencies plans and know how to act upon them.
知道如何處理各種緊急情況并且發(fā)生緊急情況下知道如何作出正確反應(yīng)。
Report any unusual occurrences immediately to the
Executive Floor
manager
發(fā)生任何異常情況都要及時(shí)通知行政樓層經(jīng)理。
At all times strive to represent Marriott in the most professional and courteous manner.
在任何時(shí)候都努力代表萬豪表現(xiàn)出專業(yè)的禮節(jié)禮貌。
37
．
Maintain safety by adhering to safest policies, being responsible to report all accidents immediately. Support all safety programs. Proceed with caution when walking on slippery floors.
Ensure proper safety instructions are given before operating any equipment.
遵守安全守則保持安全，負(fù)責(zé)及時(shí)報(bào)告任何意外事故，支持所有安全活動(dòng)，在濕滑樓梯上行走時(shí)保持注意，在開啟任何設(shè)備之前要確保了解安全程序。
38
．
C
omplete the other reasonable duties assigned by
HRM
.
完成上司分配的其他合理工作。
JOB SPECIFICATION
職位要求
：
Profile of Competency
大致要求
Customer Service Oriented
賓客服務(wù)領(lǐng)域
Efficiency
高效的
Desirable Communication Skill
令人愉悅的溝通技巧
Organize
很好的組織能力
r
Team Player
團(tuán)隊(duì)合作精神
Language
語(yǔ)言
Fluent in English and Chinese.
流利的中英文
Education
教育
Preferably College and Above
大學(xué)以上學(xué)歷
Professional Qualification
職業(yè)資格
Minimum 3 years of relative area work experience; minimum 1 years of management experience.
至少三年相關(guān)工作經(jīng)歷，一年以上管理經(jīng)驗(yàn)
