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·
To do whatever it takes to provide exceptional
service for our external and internal customers and to strive for excellence to
achieve customer satisfaction.
盡可能為內部和外部客人提供優異的服務，以創造更加出色的客人滿意度
·
Promote awareness of
brand image internally and externally. Use sales techniques that maximize
revenue while maintaining existing guest loyalty to Marriott. Recognize
opportunities to up-sell the customer and sell enhancements to create a better
Marriott experience or event. Perform general office duties to support Sales
& Marketing (e.g., filing, sending emails, typing, faxing). Enter,
retrieve, reconcile, and verify information (e.g., commissions, leads, third
parties) in software involved in the sales process. Gather materials and assemble
information packages (e.g., brochures, promotional materials). Determine and
give complimentaries to guests as gifts for their patronage (e.g., rewards
points, show tickets). Prepare sales-related documents throughout the sales
process (e.g., proposals, contracts, or banquet event orders). Serve as the
point of contact for clients and communicate with them by phone and email to
respond to questions and requests.
對內對外提升品牌形象。運用銷售技巧，使收入最大化，同時保持現有客人對萬豪的忠誠度。發現追加銷售客戶的機會，并銷售改進產品，以創造更好的萬豪體驗或活動。完成銷售和市場的日常工作(例如，歸檔，發送電子郵件，打字，傳真)。在涉及銷售過程的軟件中輸入，檢索，調和和驗證信息(例如，傭金，領導，第三方)。收集資料和信息包(例如，宣傳冊，宣傳材料)。決定并給予客人的贊美作為他們的惠顧的禮物(例如，獎勵積分，演出門票)。在整個銷售過程中準備與銷售相關的文件(如提案、合同或宴會訂單)。作為客戶的聯絡點，通過電話和郵件與客戶溝通，回應客戶的問題和要求。

SPECIFIC DUTIES工作任務:

Policies and Procedures政策和程序
·
Protect the privacy
and security of guests and coworkers. 保護客人和同事的隱私和安全。
·
Maintain
confidentiality of proprietary materials and information. 保護客人和同事的隱私和安全。
·
Follow company and
department policies and procedures. 遵守公司和部門的政策和程序。
·
Perform other
reasonable job duties as requested by Supervisors. 主管要求的其他合理工作職責。
·
Ensure uniform,
nametags, and personal appearance are clean, hygienic, professional and in
compliance with company policies and procedures.
確保制服、姓名牌和個人儀表干凈、衛生、專業，符合公司政策和程序。

Managing Catering Operations 管理宴會銷售運營
l Interacts with other catering employees,
customers and guests, vendors and suppliers.
與其他餐飲員工，顧客和客人，供應商和供應商進行溝通。
l Demonstrates knowledge of all departments within
the property.
展示酒店內所有部門的知識。
l Communicates group needs to various departments
within the property.
與酒店內各部門溝通團隊需求。
l Prompts handling of all inquiries within market
and parameters.
及時處理市場和參數范圍內的所有詢價。
l Creates written and verbal presentations
effectively.
有效地進行書面和口頭陳述。
l Meet with the Chef prior to function to verify
arrangements and to observe the quality of the food presentation.
在宴會開始前與廚師長會面，核實安排并觀察食物展示的質量。
l Meet with clients to plan their functions and
highlight features of facility as well as available services.
與客戶會面，規劃他們的功能，突出設施的特點以及可用的服務。

Supporting and Coordinating with the Sales and Marketing Function 支持和協調銷售和市場部門
l Qualifies business and tracks leads.
確定業務并跟蹤潛在客戶。
l Solicits and books meetings, conferences and
catered corporate and social events.
征求和預訂會議，會議和餐飲企業和社會活動。
l Finalizes and upsells catering arrangements for
group/convention business.
為團體/會議業務確定并安排餐飲。
l Negotiates and markets to drive sales and create
profits.
通過談判和市場來推動銷售并創造利潤。
l Identifies customer needs and all sales
opportunities which ensure successful catering events.
識別客戶需求和所有銷售機會，確保餐飲活動的成功。

Guest Relations客戶關系
·
Welcome and
acknowledge each and every guest with a smile, eye contact, and a friendly
verbal greeting, using the guest's name when possible.
歡迎并問候每一位客人，微笑，眼神交流，友好的口頭問候，如果可能的話，寫上客人的名字。
·
Actively listen and
respond positively to guest questions, concerns, and requests using brand or
property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to
resolve issues, delight, and build trust.
積極傾聽并積極回應客人的問題、關注和要求，使用品牌或酒店的特定流程(例如，LEARN, PLEASED, guest Response, LEAP)來解決問題，愉悅并建立信任。
·
Anticipate guests'
service needs, including asking questions of guests to better understand their
needs and watching/listening to guest preferences and acting on them whenever
possible.
預測客人的服務需求，包括詢問客人的問題以更好地了解他們的需求，觀察/傾聽客人的喜好，并在可能的情況下采取行動。
·
Thank guests with
genuine appreciation and provide a fond farewell.
用真誠的感謝和親切的告別。
·
Address guests'
service needs in a professional, positive, and timely manner.
以專業、積極、及時的方式滿足客人的服務需求。
·
Assist other
employees to ensure proper coverage and prompt guest service.
協助其他員工確保適當的服務范圍和及時的客人服務。

Communication溝通
·
Exchange information
with other employees using electronic devices (e.g., phone and two-way
radios, email).
使用電子設備(如電話、雙向對講機、電子郵件)與其他員工交換信息。
·
Provide assistance
to coworkers, ensuring they understand their tasks.
為同事提供幫助，確保他們理解自己的任務。
·
Answer telephones
using appropriate etiquette including answering the phone within 3 rings,
answering with a smile in one's voice, using the callers' name, transferring
calls to appropriate person/department, requesting permission before placing
the caller on hold, taking and relaying messages, and allowing the caller to
end the call.
回答電話使用適當的禮儀，包括電話鈴響3聲之內接電話，微笑應答，稱呼來電者的名字，將電話轉移到適當的人/部門，在讓來電者等待前先獲得同意，接收和傳遞信息，允許來電者先結束電話。
·
Speak to guests and
co-workers using clear, appropriate and professional language.
用清晰、恰當和專業的語言與客人和同事交談。
·
Prepare and review
written documents (e.g., daily logs, business letters, memoranda, reports),
including proofreading and editing written information to ensure accuracy and
completeness.
準備和審查書面文件(例如，每日日志，商業信函，備忘錄，報告)，包括校對和編輯書面信息，以確保準確性和完整性。


Working with Others與他人合作
·
Support all
co-workers and treat them with dignity and respect.
支持所有同事，尊重他們。
Physical Tasks日常工作
·
Move, lift, carry,
push, pull, and place objects weighing less than or equal to 10 pounds without
assistance. 在沒有幫助的情況下移動、舉起、搬運、推、拉和放置重量小于或等于10磅的物體。
·
To perform any other
duties as assigned by the Management.
完成管理層交予的其它工作。

Sales銷售
·
Use sales techniques
that maximize revenue while maintaining existing guest loyalty to Marriott.
運用銷售技巧，在保持現有客人對萬豪的忠誠度的同時，使收入最大化。
·
Promote awareness of
brand image internally and externally.
在公司內外提升品牌形象。
·
Recognize
opportunities to up-sell the customer and sell enhancements to create a better
Marriott experience or event.
發現向客戶追加銷售的機會，并銷售改進產品，以創造更好的萬豪體驗或活動。