MAJOR RESPONSIBILIES 責任概要
:

Serving guests at front desk 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.
依據萬豪殷勤待客的服務標準和工作指導在前臺向客人提供最高水準的，高效的，禮貌的，專業的服務。

SPECIFIC DUTIES 工作任務
1.Handle all duties according to hotel policies, procedures, internal rules and standards.
處理所有的工作都要依照酒店政策，程序，內部規定及標準。
2.Be knowledge about daily hotel operations, check daily even sheet, bulletin boards and be up to date with all changes, new procedures and events.
了解日常酒店的運作，檢查電子公告牌并更新的所有程序以及宴會。
3.Get a daily briefing about extra ordinary events to effectively deal with all foreseen situations on a daily basis.
在每日例會中了解額外的事件，以便快捷的處理所有可能發生的情況。
4.Have knowledge about room rates, packages, discounts and promotions and know how to handle each.
掌握房價，包價，折扣和促銷的說有信息，并知道如何去處理。
5.Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel.
掌握客人房間，位置，客房禮物，特色以及酒店提供的所有其它的服務。
6.Strictly follow all cash handling and banking procedures to check out all customers efficiently.
在為客人提供快捷結賬的同時嚴格遵守財務及銀行的各項規定。
7.Operate MARSHA, Opera, Safelok system well and be able to use key card system.
熟練的使用MARSHA和Opera系統并會使用Safelok鑰匙系統。
8.Perform guest registration and room assignment correctly and efficiently, accommodate special requests of all customers.
正確的完成客人的登記，房間分配以及協調所有客人的特殊要求。
Be knowledgeable about Marriott Rewards and other frequent flyer programs.
9.Participate and contribute in Marriott Rewards sign-up program; ensure accuracy and activation rate meet brand goal.
了解萬豪積分兌換,及其它的常客計劃。參與并積極的推廣萬豪禮賞計劃，確保以正確的價格來達到集團目標。
10.Know how to follow hospitality guidelines.
知道如何遵循服務的基本方針。
11.Answer phone calls according to standard by using proper telephone etiquette and within three rings.
在三聲之內按標準接聽電話并使用正確的電話禮儀。
遵守公司所有的政策和程序。
12.Know how to operate safety deposit box.
了解如何使用保險箱。
13.Ensure the cleanliness of the front desk and back office area at all times. Utilize spare time for cleaning.
確保前臺和后臺辦公室區域的整潔。利用剩余時間去清潔。
14.Assist all guests in problems and questions as required. Ensure that all guest problems are resolved by using Marriott Learn Model.
必須幫助所有客人的問題和詢問。 確保所有的客人問題的解決都要依照Marriott Learn Model。
15.Take action to participate in hotel incentive program and Be familiar with hotel sale strategy.
積極的參與酒店激勵計劃, 熟悉酒店銷售策略。
16.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.
靈活的安排工作計劃。很熟悉的了解酒店的運作。協助同事按時完成所有工作。
17.Use Opera/MARSHA password with discretion; Log off the terminal when leaving the area.
謹慎的使用Opera/MARSHA的密碼；在離開時必須退出登陸客戶終端。
18.Ensure proper charge is posted to guest credit card when check out; provide guest with a zero balance invoice.
結賬時確保在客人的信用卡上收取正確的費用；為客人提供余額為零的賬單。
19.Bank out at the end of each shift by following the blind drop procedure strictly. The front desk manager/shift supervisor will always verify the shift closing and enter the drop in the system.
每班次結束時嚴格遵守投賬程序平賬。前臺經理/主管檢查班次的賬目并輸入到系統中。
20.Report any unusual occurrence or requests to supervisor/manager immediately.
向經理及時匯報任何不尋常的情況或要求。
21.At all times strive to represent Marriott in the most professional manner.
努力以最職業的風格去表現萬豪文化。
22.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.
時刻遵守前臺紀律并保持警醒及時問候客人，在客人未開口之前為之提供幫助。集中所有的注意力在客人身上。
23.Be familiar with AM, PM and overnight daily check list to ensure smooth daily operations.
熟悉早班，中班和夜班的檢查表以確保運作的正常。
24.Each associate is expected to carry out all reasonable requests by management which the associate is capable of performing.
希望每一名員工都可以完成領導層所給出的所有的合理要求。
25.Be aware of the hotel VIP / repeat guest / long-staying guest / high value guest and pay special attention to make the guest have a memorable stay.
知道酒店的貴賓/回頭客/長住客/重要客人并給予特別的關注，以讓客人擁有一個難忘的入住經歷。
26.Maintain the guest information and ensure proper input in the PSB/PMSsystem.
保留客人信息并確保正確的輸入到PSB/PMS系統。
27.Cash Handling
現金操作

熟悉所有付款方式,包括: 現金,支票, 借記卡和信用卡
1) Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges
熟悉帳務的處理：調帳，退款，減帳和雜項收費
2) Count bank at end of shift and secure bank
確保在班次結束后備用金準確無誤
3) Balance and drop receipts according to Accounting specifications.
按照財務制度平帳并投帳
4) Provide change to guest and traveler’s checks
提供兌換業務和旅行支票的現金兌換
5) Obtain manual authorizations and follow all Accounting procedures when computer system is down
當電腦系統無法正常運行時根據財務制度手工提取預授權
6) Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
確保備用金在班次開始時是準確無誤的，并且備有相應的零錢
7) Follow all company policies and procedures.
遵守公司所有的政策和程序


General Duties 基本要求：

1.Be well groomed and conform to the hotel's dress code and deportment.
良好的儀容儀表，行為、穿著符合酒店的規定。
Be info rmed about daily operations and events.
了解每日運作及宴會。
2.Be familiar with sales strategies; communicate daily with reservation sales.
熟悉銷售政策，每日與預定部銷售溝通。
3.Know all frequent customers and is familiar with their special requests. Ensure that their needs are met.
了解所有常客及熟悉他們的特殊要求。確保滿足他們的要求。
4.Be familiar with cultural differences and know correct behaviour for each culture. Also know the different protocols and etiquette.
熟悉文化差異并知道每一種文化對應的正確舉止。同時知道不同的禮節。
5.Be knowledgeable about all emergencies plans and know how to act upon them.
熟知所有關于緊急事件的處理計劃并知道當發生時如何應對。
6.Report any unusual occurrences immediately to the front office manager
向經理及時匯報任何不尋常的情況。
7.At all times strive to represent Marriott in the most professional and courteous manner.
隨時以最職業最謙恭的方式來表現萬豪