- 職位性質：全職
- 工作地區：浙江省杭州市
- 招聘人數：若干
- 學 歷：大專
- 工作經驗：不限
- 提供食宿：提供食宿
- 年齡要求：不限
- 計算機能力：不限
- 語言要求：不限
- 國際聯號工作經歷：優先
- 薪資待遇：3.9千-4.5千
- 職位有效期：2026-05-25至2026-08-23
職位：行政酒廊員工
崗位職責/職位描述
A key position which is instrumental in delivering seamless experience to our external and internal guests. Our Guest Experience Experts works across departments and take the initiative to deliver a wide range of services that guide guests throughout their entire stay. They are empowered to move about their space and do what needs to be done in diverse environment. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience and critical to ensure smooth operations throughout the entire hotel.
這是一個關鍵的職位，在為我們的外部和內部客人提供無縫體驗方面起著重要作用。我們的賓客體驗專家不僅局限在一個部門工作，這一崗位需要主動提供廣泛的服務，在客人的整個逗留期間為他們提供服務。他們被授權在他們的空間里活動，并在不同的環境中做需要做的事情。無論是處理業務需求，解決客人的要求，完成報告，還是分享當地的特色亮點，賓客體驗專家會讓客人感覺每一個環節都是體驗的一部分。著對于確保整個酒店的順利運營至關重要。
No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each time.
無論你在什么崗位上，有幾件事對成功至關重要--創造一個安全的工作場所，遵守公司政策和程序，維護機密，保護公司資產，堅持質量標準，并確保你的制服、個人外表和溝通是專業的。做好所有這些事情（以及要求的其他合理的工作職責）對賓客體驗專家來說至關重要--每次都要為我們的客人和我們的企業做好。
關鍵任務
Guest Relations
客戶關系
§?Establish guest connection via email prior to arrival to customize the guest stay experience and be the one point of contact for all guest queries
在客人抵達前通過電子郵件建立聯系，以定制客人的住宿體驗，并成為所有客人查詢的唯一聯系點
§?Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
用微笑、眼神交流和友好的口頭問候來歡迎和感謝每一位客人，盡可能使用客人的名字。
§?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，包括向客人提問以更好地了解他們的需求，觀察/傾聽客人的偏好，并盡可能采取行動。
§?Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (enter brand specific programs) to resolve issues, delight, and build trust.
積極傾聽并積極回應客人的問題、擔憂和要求，使用特定于品牌或酒店的流程（進入特定于品牌的程序）來解決問題、愉悅并建立信任。
§?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。
§?Interact & engage with guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate
與客人互動并就他們的住宿、酒店服務和地區景點/服務進行對話，包括適當的社交媒體
§?Assist other colleagues to ensure proper coverage and prompt guest service.
協助其他同事確保適當的覆蓋范圍和及時的客人服務。
§?Stay up to date on the local area so that you are prepared to provide specific recommendations for guests.
了解當地最新情況，以便為客人提供具體建議。
§?Communicate recommendations in a way that builds excitement and interest among guests and associates.
以一種在客人和同事之間建立興奮感和興趣的方式交流建議。
§?Perform other reasonable duties as requested.
根據要求履行其他合理職責。
§?All guest preferences to be updated on the PMS and GXP platform to be utilized during future stays.
所有客人偏好都將在PMS和GXP平臺上更新，以便在未來入住期間使用。
§?Encourage all non-member guests to be enrolled into Marriott Bonvoy
鼓勵所有非會員客人加入萬豪Bonvoy
§?Thank guests with genuine appreciation and provide a fond farewell.
以真誠的感激之情感謝客人，并致以親切的告別。
Guest Services
賓客服務
§?Liaising with Concierge for all transportation requirements or be able to handle personally when required.
就所有交通要求與禮賓部聯系，或在需要時能夠親自處理。
§?Contact appropriate individual or department (e.g., Guest Arrival, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
如有必要，聯系適當的個人或部門（如客人到達、前臺、客房部、工程部、安保/防損部），以解決客人的電話、要求或問題。
§?Follow up with guests to ensure their requests or problems have been met to their satisfaction.
跟進客人，確保他們的要求或問題得到了滿足。
§?Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary.
管理對公共場所內技術設備（如電視、遙控器、計算機、互聯網、游戲等）的訪問，并提供基本的故障排除幫助，或在必要時咨詢適當的個人或部門（如工程、安全/損失預防）。
§?Assist with guests’ luggage, keep for storage or handle items to be delivered by the porters when necessary
協助處理客人的行李，保管行李或在必要時處理搬運工交付的物品
§?Escort guests to their room and provide in room check in (depending on hotel standards).
護送客人到他們的房間，并提供房間內的入住服務（取決于酒店標準）。
§?Provide welcome refreshments as per hotel standard.
按照酒店標準提供迎賓茶點。
§?Place requested items such as rollaway beds and refrigerators in guest rooms.
在客房內放置所需物品，如折疊床和冰箱。
§?Deliver items (e.g., extra towels, bathrobes, food and beverage delivery, messages, amenities, mail, faxes, packages, flowers, sundry items, gift items and other items) to guest/resident rooms.
將物品（例如，額外的毛巾、浴袍、食品和飲料配送、信息、便利設施、郵件、傳真、包裹、鮮花、雜物、禮品和其他物品）送到客房。
§?Deliver cribs, linens, complimentary toiletries, and other items requested by guests to guest rooms.
將嬰兒床、床單、免費衛生用品和客人要求的其他物品送到客房。
§?Arrange transportation (e.g., taxi, shuttle bus, Uber) for guests/residents/visitors, and record advance transportation request as needed.
為客人/居民/訪客安排交通（如出租車、班車、優步），并根據需要記錄提前的交通請求。
§?Contacts appropriate individual or department (e.g., Valet, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
必要時聯系適當的個人或部門（如代客泊車、前臺、客房部、工程部、安保/防損部），以解決客人的電話、要求或問題。
§?Report any issues to be entered into GXP by your colleague or duty or self (GXP expert by department)
§?報告任何需要由你的同事或值班負責人或自己輸入GXP的問題（GXP專家按部門分類）。
§?In some locaitons?the bell / door man is providing care valet service for guests
在一些地方，需為客人提供代客泊車服務
§?Able to use PMS or GXP to look up details and place profile / booking notes, as well as to record down guests preferences if apply
能夠使用PMS或GXP查詢詳細信息和地點簡介/預訂筆記，并在適用時記錄客人的偏好
§?While interacting with guests, upsell hotel facilities and services i.e., Spa, Restaurant, Bar.
在與客人互動時，追加銷售酒店設施和服務，如水療中心、餐廳、酒吧。
§?Manage traffic around driveway and Porte cochere
管理車道和門廊周圍的交通
§?Ensure refreshments are placed in VIP cars as needed and assigned according to hotel standards
確保根據需要在貴賓車內放置茶點，并按照酒店標準進行分配
§?Follow all Marriott Bonvoy engagement and touchpoints as per standard (know T&C and adhere to all SOP’s)
按照標準遵守萬豪Bonvoy的所有參與和接觸點（了解條款和規定并遵守所有SOP）
Check-in / Check-out
辦理入住/退房
§?Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
追蹤房間狀態的變化（例如，提前退房、延遲退房、房間轉移、意外入住）。
§?Escort guests to their room and provide in room check-in (depending on hotel standards)
護送客人到他們的房間，并在房間內辦理入住手續（取決于酒店標準）
§?Organize and coordinate check-in/pre-registration procedures for arriving groups.
組織和協調抵達團隊的報到/預登記程序。
§?Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
處理所有退房事宜，包括快速退房、解決任何逾期和有爭議的費用、結算賬目、取回房間鑰匙，以及邀請客人對入住提出意見。
§?Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, LightspeedFOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
根據酒店政策和程序，通過在計算機系統（如Fidelio、PMS、LightspeedFOSSE、OPERA）中確認預訂、驗證客人身份、申請付款形式、分配房間和發放房間鑰匙來處理所有客人的入住手續。
§?Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
在發放房間鑰匙之前，確保有效的付款方式（如信用卡、現金）。
§?Sell a room/accommodation to guests without reservations based on availability.
根據空房情況，向沒有預訂的客人出售房間/住宿。
§?Actively enroll guests as our Marriott Bonvoy member if apply
如有申請，請主動將客人注冊為我們的萬豪Bonvoy會員
§?Verify and adjust billing for guests.
驗證并調整客人的賬單。
§?Actively upsell higher room category and F&B package as per availability.
根據供應情況積極銷售更高的客房類別和餐飲套餐。
Cash Handling
現金處理
§?Process all payment types such as room charges, cash, checks, debit, or credit.
處理所有付款類型，如房費、現金、支票、借記或貸記。
§?Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
處理調整憑證、支付憑證、更正憑證和雜項費用。
§?Count float at end of shift and secure float.
下班時清點現金并確保有足夠的現金。
§?Balance and drop receipts according to accounting specifications.
根據會計規范的收支收據。
§?Obtain manual authorizations and follow all accounting procedures when the computer system is down.
當計算機系統關閉時，獲得手動授權并遵循所有會計程序。
§?Count float at the beginning of shift to ensure that amounts are correct and that there is adequate change.
在輪班開始時對現金進行計數，以確保金額正確且有足夠的零錢。
§?Follow cash transaction rules as per the local?government guidelines.
按照當地政府的指導方針遵守現金交易規則。
§?Follow cash transaction rules as per the property Finance guidelines.
按照酒店財務指南遵守現金交易規則。
Reports/Recordkeeping
報告/記錄
§?Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
運行每日報告（到達人數、離開人數），識別任何特殊要求，并檢查報告的準確性。
§?Run credit card authorization Open Balance report and check for discrepancies.
運行信用卡授權未結余額報告并檢查差異。
§?Review shift logs/daily memo books and document pertinent information in logbooks in the absence of a departmental Supervisor.
在部門主管缺席的情況下，審查輪班日志/每日備忘錄，并在日志中記錄相關信息。
§?Print contingency lists to have a record of all guests in case of emergency.
打印應急清單，以便在緊急情況下記錄所有客人。
Greet / Farewell / Escort Guests
迎接/告別/護送客人
§?Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
向客人/居民提供有關酒店設施、服務、營業時間以及當地興趣和活動區域的指示和信息。
§?Tag, store, and retrieve luggage from luggage storage, providing guests with proper claim tickets for their luggage.
標記、儲存和從行李寄存處取回行李，為客人提供合適的行李提取票。Speak to guests and colleagues using clear, appropriate and professional language.
使用清晰、恰當和專業的語言與客人和同事交談。
§?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。
§?Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
指導客人如何訪問互聯網（例如撥號、寬帶、無線）。
§?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.
使用適當的禮儀接聽電話，包括在3響以內接聽電話、用微笑的聲音接聽電話、使用來電者的姓名、將電話轉接到適當的人/部門、在將來電者掛斷之前請求許可、接聽和轉發信息，以及允許來電者結束通話。
§?Handle MBV guest proactive chat and respond within shortest time possible.
處理MBV客人的主動聊天，并在盡可能短的時間內做出回應。
§?Discuss work topics, activities, or problems with colleagues, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
與同事、主管或經理謹慎而安靜地討論工作主題、活動或問題，避開酒店的公共區域。
§?Talk with and listen to other associates to effectively exchange information.
與其他同事交談并傾聽他們的意見，以便有效地交換信息。
§?Ensure communications equipment and tools works properly.
確保通信設備和工具正常工作。
§?Exchange information with other employees using electronic devices (e.g., WhatsApp Wechat Channels, Email, DECT phones).
使用電子設備（如WhatsApp、微信、電子郵件、DECT電話）與其他員工交換信息。
Working with Others
與他人合作
§?Support all colleagues and treat them with dignity and respect.
支持所有同事，并以尊嚴和尊重的態度對待他們。
§?Develop and maintain positive and productive working relationships with other associates and departments.
與其他同事和部門建立并保持積極和富有成效的工作關系。
§?Handle sensitive issues with guests with tact, respect, diplomacy, and confidentiality.
以機智、尊重、外交和保密的態度處理客人的敏感問題。
§?Partner with and assist others to promote an environment of teamwork and achieve common goals.
與他人合作并協助他人促進團隊合作環境，實現共同目標。
Policies and Procedures
政策和程序
§?Ensure uniform, nametags, and personal appearance are clean, hygienic and professional.
確保制服、名牌和個人外表干凈、衛生和專業。
§?Follow all company policies and procedures.
遵守所有公司政策和流程。
§?Perform other reasonable job duties as requested by Supervisors.
按照主管的要求履行其他合理的工作職責。
§?Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
根據公司政策和程序保護公司工具、設備、機器或其他資產。
§?Protect the privacy and security of guests and coworkers and maintain confidentiality of proprietary materials and information.
保護客人和同事的隱私和安全，并對專有材料和信息保密。
§?Do not use personal phone in front of house while on duty.
上班時不要在前臺使用個人電話。
Quality Assurance/Quality Improvement
質量保證/質量改進
§?Comply with quality assurance expectations and brand standards.
符合質量保證要求和品牌標準。
Keep working area, driveway and hotel entrance keen at all times.
在任何時候，保持工作區、車道和酒店入口的整潔。
Safety and Security
安全和安保
§?Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
遵循酒店特定程序處理緊急情況（如疏散、醫療緊急情況、自然災害）。
§?Maintain awareness of undesirable persons on property premises.
對酒店內的不良人員保持警惕。
§?Report work-related accidents, or other injuries immediately upon occurrence to manager/supervisor.
一旦發生工傷事故或其他傷害，應立即向經理/主管報告。
§?Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
識別和糾正不安全的工作程序或條件，和/或向管理層和安保/安全人員報告。
§?Use proper equipment and tools, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
使用適當的設備和工具，穿戴適當的個人防護服（PPE），并在必要時采用正確的起吊程序，以避免受傷。
§?Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
遵守公司和部門的安全和安保政策和程序，以確保環境清潔、安全。