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崗位職責(zé)/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(dāng)日預(yù)到所有行政樓層客人信息，包括貴賓、常規(guī)客人、團(tuán)隊(duì)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(guān)系
3. Familiar with Front Office Standards and Procedures
熟悉前廳部工作標(biāo)準(zhǔn)及程序
4. Report to management on deficiencies and irregularities noted in the operation
向管理層匯報(bào)飯店運(yùn)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(jià)、折扣、包價(jià)、飯店設(shè)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(guān)公司計(jì)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(zhǔn)備報(bào)告并積極參與發(fā)展新會員
8. Assist in resolving accounting matters, disputes, missing back-ups etc
協(xié)助解決財(cái)務(wù)問題、爭議、丟失的備份等
9. Assist in departmental training and assessments
協(xié)助部門的培訓(xùn)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(tǒng)
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(guān)部門負(fù)責(zé)確保客人的要求被滿足
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(wù)請求，關(guān)注移動服務(wù)表現(xiàn)結(jié)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、常客和長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(jiān)督早餐及下午茶， 以確保充足的食品及飲品供應(yīng)
17. Monitor and ensure high quality standard is always maintained when serving the guests.
監(jiān)督早餐及下午茶的服務(wù)質(zhì)量
18. Monitor and ensure to maintain standard of Social Party (Cocktail Party, etc) to provide social engagements to Executive Floor Guests.
監(jiān)控并且保證完善社交聚會（例如：雞尾酒會）的標(biāo)準(zhǔn)，向行政樓層的客人提供優(yōu)質(zhì)的社交聚會
19. Monitor the F&B amenities inventory and requisition on timely basis
定期監(jiān)督備品的盤點(diǎn)及申請
20. Assist in investigating and resolving written guest complaints
協(xié)助調(diào)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(guān)系，建立和諧的氣氛并提供個性化的服務(wù)和幫助
22. Assist Reception when required, help guest check in, check out, etc
在必要時(shí)協(xié)助前臺工作，幫助客人登記入住，結(jié)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(duì)的一員，了解飯店關(guān)于火災(zāi)、空襲、撤退等的緊急程序
24. Discipline staff when necessary
約束員工遵守紀(jì)律
25. Assist with the preparation of staff rosters
協(xié)助準(zhǔn)備員工排班
26. Provide ongoing advice and support to staff under your supervision
協(xié)助員工的培訓(xùn)和發(fā)展
27. Supervise staff performance
指導(dǎo)員工表現(xiàn)
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(shí)踐，不斷地尋找機(jī)會發(fā)展對客服務(wù)
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(chǎn)品與服務(wù)
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(chǎn)品和服務(wù)的高度了解以便于向客人解釋及銷售服務(wù)和設(shè)施
33. Adhere to the hotel’s and emergency policies and procedures
堅(jiān)持飯店安全制度、緊急情況處理規(guī)定和程序
34. Be familiar with property safety, current first aid and fire emergency procedures
熟悉對財(cái)產(chǎn)安全、緊急救護(hù)和火警等處理程序
35. Ensure a high level of cleaning is maintained in Executive Lounge
保持維護(hù)所在工作區(qū)域的高度整潔
36. Ensure all reporting and servicing deadlines are met on a timely basis
確保所有報(bào)告和服務(wù)都按時(shí)完成
37. Abide by the Marriott Care service standard
在工作中遵循萬豪關(guān)愛對客服務(wù)標(biāo)準(zhǔn)
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(yè)行為規(guī)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(wù)。