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崗位職責/職位描述

1. Review all Executive Floor arrival information on a daily basis; VIP, SPG, Regular guests, Groups, special requests etc.
每班檢查當日預到所有行政樓層客人信息，包括貴賓、常規客人、團隊的情況以及特別要求
2. Maintain good working relations with all departments
與所有部門保持良好的工作關系
3. Familiar with Front Office Standards and Procedures
熟悉前廳部工作標準及程序
4. Report to management on deficiencies and irregularities noted in the operation
向管理層匯報飯店運行過程中的不足和不合理行為
5. Maintain a thorough knowledge of the room rates, discounts, packages, hotel facilities, special events, etc.
維持對飯店房價、折扣、包價、飯店設施、特別事件的全面了解
6. Maintain good knowledge of all corporate programs
維持對飯店相關公司計劃的高度了解
7. Maintain good knowledge of the Marriott Bonvoy, ensuring correct handling, prepares reports and actively participates in enrolling new members
維持對萬豪旅享家的高度了解，確保正確處理、準備報告并積極參與發展新會員
8. Assist in resolving accounting matters, disputes, missing back-ups etc
協助解決財務問題、爭議、丟失的備份等
9. Assist in departmental training and assessments
協助部門的培訓和評估
10. Be alive to new ideas and system which could benefit the department and hotel
積極思考對部門和飯店有利的建議和系統
11. Obtain guests feedback
收集客人反饋
12. Handle guest requests and takes personal responsibility to ensure request is met by following up with relevant departments
處理客人要求并通過親自追蹤相關部門負責確?？腿说囊蟊粷M足
13. Log all incidents of importance and guest comments in shift logbook for Management
在值班記錄簿上為管理層記錄所有重要事件和客人評論
14. Use control panel to handle mobile sevice request. Pay attention to mobile service performance.
操作control Panel處理移動服務請求，關注移動服務表現結果。
15. Maximize greeting and meeting Elite Members, VIPs, Regular guests and long staying guests upon arrival and ensures their allocated accommodation is satisfactory
盡可能多地歡迎精英籍會員、貴賓、?？秃烷L住客人并確保他們滿意分配給他們的房間
16. Monitor the breakfast and Happy hour on daily basis, ensure there is always sufficient food and beverages.
監督早餐及下午茶， 以確保充足的食品及飲品供應
17. Monitor and ensure high quality standard is always maintained when serving the guests.
監督早餐及下午茶的服務質量
18. Monitor and ensure to maintain standard of Social Party (Cocktail Party, etc) to provide social engagements to Executive Floor Guests.
監控并且保證完善社交聚會（例如：雞尾酒會）的標準，向行政樓層的客人提供優質的社交聚會
19. Monitor the F&B amenities inventory and requisition on timely basis
定期監督備品的盤點及申請
20. Assist in investigating and resolving written guest complaints
協助調查和解決客人的投拆
21. Maintain effective guest relations, builds rapport and offer personalized service and assistance
維持有效的對客關系，建立和諧的氣氛并提供個性化的服務和幫助
22. Assist Reception when required, help guest check in, check out, etc
在必要時協助前臺工作，幫助客人登記入住，結帳離店等等
23. Be knowledgeable of the hotel’s emergency procedures in regard to fire, bomb threat, evacuation, etc. as part of the Emergency Response Team
作為飯店緊急行動隊的一員，了解飯店關于火災、空襲、撤退等的緊急程序
24. Discipline staff when necessary
約束員工遵守紀律
25. Assist with the preparation of staff rosters
協助準備員工排班
26. Provide ongoing advice and support to staff under your supervision
協助員工的培訓和發展
27. Supervise staff performance
指導員工表現
28. Ensure guest needs and reasonable requests are met
確保客人需求和合理要求被滿足
29. Seek opportunities to continually improve guest service
通過記錄客人的評論并以此為實踐，不斷地尋找機會發展對客服務
30. Take appropriate action to resolve guest complaints
采取合適的行動解決客人的投拆
31. Sell the hotel and Marriott products and services using up-selling and suggestive selling techniques
使用促銷和建議性的銷售技巧銷售飯店和萬豪的產品與服務
32. Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
維持對產品和服務的高度了解以便于向客人解釋及銷售服務和設施
33. Adhere to the hotel’s and emergency policies and procedures
堅持飯店安全制度、緊急情況處理規定和程序
34. Be familiar with property safety, current first aid and fire emergency procedures
熟悉對財產安全、緊急救護和火警等處理程序
35. Ensure a high level of cleaning is maintained in Executive Lounge
保持維護所在工作區域的高度整潔
36. Ensure all reporting and servicing deadlines are met on a timely basis
確保所有報告和服務都按時完成
37. Abide by the Marriott Care service standard
在工作中遵循萬豪關愛對客服務標準
38. Abide by the Hotel’s Policies and Procedures, Marriott Code of Business Conduct and the hotel’s Associate Handbook.
遵守飯店的工作政策及程序，遵守萬豪的商業行為規范以及員工手冊中的條款。
39. Carry out other tasks as directed by your supervisors
完成你上級交待的其它任務。