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Onboard Duties ?Organisationof embarkation and disembarkation ?Ensuring smooth operation of transfers (transfer / luggage / times) ?Coordination of airport representative and assisting with passenger travels ?Handling / filing of cruise, land (if applicable) reports & daily program ?Managing and filing vendor vouchers & onboard bookings ?Organizing guest information documents (city maps/ brochures / hand outs, welcome letter, questionnaires) ?Organisingand presenting guest entertainment (games / lectures / presentations) according to the cruise layout & active guest relation ?Responsible for all public announcements (including bridge commentary) ?Facilitating and assisting guests with onboard cruise bookings ?Travel Concierge desk hours in accordance with the tour layout ?Receipt and handling of guest complaints & private guest excursions. Offer advice on food/restaurants, shopping, and activities during free time Shore Excursion ?Coordination of all excursions including audio equipment ?Liaising with local suppliers (reconfirmation of reservations, busses, guides…) ?Instructing and briefing local guides prior to shore-excursion ?Accompanying of all excursions and walks (with or without local guides) ?Controlling and monitoring of implementation and quality of the excursions

崗位職責(zé) 1?處理日志每件工作都得到反饋跟進(jìn) 2?為所有客人提供熱情、真誠和個(gè)性化的歡迎服務(wù) 3?深入了解路線、旅行時(shí)間、費(fèi)用和各種交通方式，提供有關(guān)城市亮點(diǎn)的廣泛信息 4 確保對(duì)酒店所有營業(yè)地點(diǎn)、營業(yè)時(shí)間及服務(wù)范圍有全面透徹的了解 任職要求 1 能夠用英語日常對(duì)話及開展對(duì)客服務(wù) 2 良好的溝通和交際能力 3 優(yōu)秀的組織管理能力

崗位職責(zé) 1?Ensure that Legendary Quality Experiences, policies, and procedures are properly understood and followed through. 2 To ensure that all Front Office employees deliver the Mandarin Oriental’s guiding principles and provide exceptional guest service at all times. 3 To maximize employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests. 4 Perform all aspects of colleague and training functions, including hiring, performance appraisals, counselling, coaching, training, disciplinary actions. 5 To maintain strong, professional relationships with the relevant representatives from competitor hotels and other organizations, including tour operators and local travel agents. 6 To respond to changes in the Rooms function as dictated by the industry, company, and hotel. 任職要求 1?Must possess a good verbal command of the English (and Mandarin) Language? 2 Possess a pleasant and outgoing personality? 3?Minimum?5 years Hotel Management experience in a hotel of similar deluxe standing and minimum 2 years of experience in the same position 4 Experience dealing with all levels including owners, corporate officers, support staff and all hotel employees 4 Excellent overall communication skills 5 Able to multitask 6 The ability to work well in a team environment

崗位職責(zé) 1 計(jì)劃并協(xié)調(diào)為客人提供友好、高效的服務(wù)。 2 迎接客人的到來，并向部門經(jīng)理提供客人反饋，以便采取行動(dòng)。 3 對(duì)完成部門目標(biāo)和業(yè)績表現(xiàn)出積極和熱情的態(tài)度。 任職要求 1 良好的組織能力及解決問題的能力。 2 流利的俄語溝通能力。 3 熟悉賓客關(guān)系部的日常工作流程。

崗位職責(zé) 1 18個(gè)月管培生培訓(xùn)項(xiàng)目，參照主管薪酬入職 2 管培生期間將由部門總監(jiān)，人才及文化部以及相關(guān)部門經(jīng)理輔導(dǎo)，完成指定的工作內(nèi)容及培訓(xùn)項(xiàng)目 3 招聘房務(wù)方向管培生 任職要求 1 優(yōu)秀的服務(wù)意識(shí)，對(duì)酒店業(yè)充滿熱情 2 性格外向，富有感染力 3 英語口語出色，有海外工作/實(shí)習(xí)經(jīng)驗(yàn)

崗位職責(zé) 1?處理客人的所有反饋和意見 2?為所有客人提供熱情、真誠和個(gè)性化的歡迎服務(wù) 3?深入了解路線、旅行時(shí)間、費(fèi)用和各種交通方式，提供有關(guān)城市亮點(diǎn)的廣泛信息 4 協(xié)助首席禮賓司管理團(tuán)隊(duì)? 任職要求 1 能夠用英語日常對(duì)話及開展對(duì)客服務(wù) 2 良好的溝通和交際能力 3 優(yōu)秀的組織管理能力

崗位職責(zé) 1 熟練酒店產(chǎn)品知識(shí)和技能，做好對(duì)客服務(wù)。 2 熟悉預(yù)訂資料，了解客情，熱忱地歡迎每一位到店的客人。 3 熟練掌握店內(nèi)及周邊活動(dòng)及城市信息，提供準(zhǔn)確的問訊服務(wù)。 4 熟悉酒店客房詳情，適當(dāng)進(jìn)行增銷，爭(zhēng)取卓越的經(jīng)濟(jì)效益。 任職要求 1 熟練的普通話及英文溝通技巧。 2 性格開朗、頭腦靈活、工作踏實(shí)，具有較強(qiáng)的服務(wù)意識(shí)和責(zé)任感。 3 同等級(jí)別酒店工作或?qū)嵙?xí)經(jīng)驗(yàn)優(yōu)先考慮。

Hold a departmental briefing with staff daily. Be prepared for each daily activity and review any variations with staff. Ensure work shifts are covered with adequate staff; correct staffing during peak periods and during high occupancy. Ensure all associates are aware of role and responsibilities and operate within their guidelines. Consistently document variations in associate’s performance and provide timely counselling. Ensure staff is properly groomed and uniformed at all times. Ensure work area cleanliness is maintained at all times. Maintain efficiency in the operation of the staff in a high standard of quality of service and courtesy, bringing total satisfaction to our guests and the hotel. Maintain close control and inventory of uniforms, supplies and equipment. Prepare and post weekly schedules in accordance to guest needs and staff availability. Conduct frequent hospitality audits to ensure the staff are conducting themselves in the manner appropriate for the department. Maintain a complete and accurate set of logs (pass-on, management roster, emergency procedures, etc.) Maintain a good working relationship with the staff and other departments. Ensure that all guests who experience a problem receive an immediate response, any promised compensation is delivered and an appropriate follow-up in a timely and professional manner. Supervise the staff and handle any associate situation. Ensure all associates are safety conscious and trained in safe work practices. Implement the proper training program and control the training of the staff to top efficiency and in accordance with Marriott policies. Constantly update training manual Have a thorough knowledge of hotel fire regulations and policy reports, safety programs, and what the direct duties are in relation to each. Ensure that all associates are properly trained to these procedures. Have accurate and complete guest assistance information available regarding events taking place in town, restaurants, athletic events, etc …? Facilitate departmental training modules; continually monitor, evaluate, and revise training content to reflect changes in the process; address the needs identified by associates and your manager.

Responsible for GSS scores on Arrival Experience and Received Preferred Room Type Ensure Guest Relations team is positively affecting GSS scores for Problem Experienced by resolving guest issues timely, effectively, and professionally while hotel interest is observed Responsible for the smooth, efficient and professional operation of all front desk areas. Ensure good communications among departments. Have knowledge of local areas and be informed at all times about cultural, historical attractions as well as their locations and hours of operation. Act as point of contact to arrange and organize guest stay. Act as role model for fellow associates and assure service quality meet brand standard. Create welcome hospitality and professional atmosphere in your area to ensure total guest satisfaction. Responsible and supervise Rooms Controller, Front Desk Clerks and Lobby Greeters. Ensures that all procedures and policies are in place and followed. Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities; and coaches and counsels associates whenever appropriate. Ensure proper check-in/ out procedure are followed. Strictly follows bank-out procedures and cash handling procedures. Be familiar with sales strategy, ensure No Further Rate guarantee Ensure Confidentiality of User Log-ons. Ensure that Front Desk users are logged out when leaving the area. Responsible for Rooms Controllers daily tasks being followed and reviewed. Appropriate and accurate room blockings are being indicated on a daily basis. Responsible for training and hiring newly hired associates in guest relations area. Ensures that daily training is provided for technical, hospitality, communication, management, and organizational skills. 15 minute daily training is required. Ensures that recognition programs for both guest and associates are in place and working. Responsible for all repeat guest special requests, lead front desk team to follow through and ensure guest has an enjoyable stay. Establish system in place for repeat/rewards/VIP guest recognition program. Being able to contribute and lead front desk team to participate in up sale program. Directly responsible for Marriott Rewards Sign-up program. Responsible of establishing the game plan; ensure rewards sign- up rates and activation rates meets brand goal. Controls costs effectively to meet budget guidelines. Has control system in place for all controllable costs and man hours. Being able to effectively and adequately make department schedule

主要職能 了解酒店、酒店員工以及所有運(yùn)營服務(wù)部門及相關(guān)服務(wù)區(qū)域的營業(yè)時(shí)間。充分了解酒店客房，包括：房間的布局、景色、便于設(shè)施、特色、類型等 通過禮貌及適合的電話服務(wù)程序?yàn)榫频甑目腿颂峁┓?wù)。 作為推銷酒店、餐廳、酒廊及禮品店等的代表 了解送餐服務(wù)的流程及各種付款方式 能夠指出準(zhǔn)確的定位及信息對(duì)于酒店的直接和周邊區(qū)域 掌握所有緊急情況的規(guī)定處理程序 確保所有客人投訴都以及時(shí)及直接專業(yè)的態(tài)度輸入到客人反饋系統(tǒng)中 確保所有客人的提出的問題都能夠給予以客人滿意的解決方式給予客人反饋，所有承諾的賠償都能做到，所有客人都能得到及時(shí)專業(yè)的服務(wù)方式。熟練授權(quán) 確保所有需跟進(jìn)的個(gè)別的要求都抄送在事件報(bào)表中及任何其它需要提供相關(guān)信息的表 每個(gè)工作表現(xiàn)出色的員工都可以完成管理層交給的特殊要求的工作 自己不斷的更新關(guān)于本酒店活動(dòng)及事件的信息，以便于更好的為客人提供信息?????? 不斷的練習(xí)14條守則 與其他部門建立良好的工作關(guān)系 ? 房務(wù)部 了解酒店的房價(jià)、折扣及如何了解 掌握相關(guān)的工作知識(shí)包括預(yù)訂及OPERA操作程序；如何取消的程序及臨時(shí)預(yù)訂程序 掌握所有叫醒服務(wù)并與客人確認(rèn)信息，且確保在早晨準(zhǔn)時(shí)的為客人提供叫醒電話 設(shè)定叫醒鬧鐘或輸入客人的要求 標(biāo)注所有來電的收費(fèi)及財(cái)務(wù)系統(tǒng)未登記的電話并把這些手工輸入到OPERA系統(tǒng)中 工作結(jié)束后，能找出工作中不規(guī)則和差異的地方?????? ? 餐飲部 能夠運(yùn)用銷售技巧去銷售送餐服務(wù)及酒水等 能夠使用送餐使用記錄報(bào)告 為送餐服務(wù)點(diǎn)單 了解廚房專業(yè)用語 對(duì)送餐服的POS系統(tǒng)及功能全面掌握 ? 其它職責(zé) 掌握傳真機(jī)及信息離線程序 參加部門例會(huì) 按時(shí)完成管理層或主管安排的任務(wù) 保持工作環(huán)境的整潔與干凈 熟悉并遵守酒店安全和事故預(yù)防程序

The Loyalty Officer reports to the LoyaltyManager and is responsible for all day to day loyalty operations to recognizeand engage with our Elite, Cobalt and redemption stay members to deliver on thehighest quality of member stay experience. 忠誠客戶主任向忠誠經(jīng)理匯報(bào)，并負(fù)責(zé)所有的日常忠誠客戶運(yùn)作，以識(shí)別和參與我們的精英，高博和積分兌換房晚的會(huì)員，以提供質(zhì)量的會(huì)員入住體驗(yàn)。 ? This role will support the Loyalty Manager inall aspects of Elite, Cobalt and redemption stay members experience fromarrival on meet and greet, during stays as one point of contact and recognitionthroughout the entire hotel, departures to bid farewell. 這個(gè)角色將支持忠誠經(jīng)理在各方面提高精英，高博和積分兌換成員的體驗(yàn)，從到達(dá)見面和問候，到入住期間作為聯(lián)系人提高客人對(duì)整個(gè)酒店的認(rèn)可，離店告別。 ? Responsible and aligned with the LoyaltyManager to ensure the quality of products and services provided to Elite,Cobalt & redemption stay members as measured by guestVoice on EliteAppreciation and Enrollments results. 負(fù)責(zé)并與忠誠經(jīng)理保持一致，確保為精英酒店、高博和積分兌換房晚的會(huì)員提供的產(chǎn)品和服務(wù)的質(zhì)量。 ? This personnel will partner with RoomsController and Connector team to ensure effective communication and delivery ofElite benefits program, creates extra-ordinary and highly personalizedexperiences to Elite members. 該人員將與房管員和服務(wù)團(tuán)隊(duì)合作，確保有效溝通和提供精英福利計(jì)劃，為精英成員創(chuàng)造非凡和高度個(gè)性化的體驗(yàn)。 ? Specific Duties 具體職責(zé) ? Responsible for Elite, Cobalt & redemptionstay members 負(fù)責(zé)精英，高博和積分兌換會(huì)員 ? Pre-Arrival 入住前 ? Collaborate withRooms Controller to check on all arrangement are smooth for Elite, Cobalt andRedemption stay members requests on pre-arrival planning of pre-block rooms forarrivals, allocation of room upgrades, amenities based on Elite members’preferences and redemption stay requests. 與房控員合作，檢查精英、國博和積分兌換會(huì)員的入住安排是否順暢，并根據(jù)精英會(huì)員的喜好和積分兌換住客的要求，對(duì)入住前的預(yù)抵房進(jìn)行規(guī)劃，安排房間升級(jí)，提供便利設(shè)施。? Review with theLoyalty Manager on Elite members redemption stay reservation and specialoccasions stay information (e.g., birthday, anniversary, wedding stay, familystay etc.) to create “surprise and delight”. 與忠誠經(jīng)理一起審核精英會(huì)員的積分兌換預(yù)訂和特殊需求的住宿信息 (如生日、周年紀(jì)念、婚禮住宿、家庭住宿等)，創(chuàng)造“滿意加驚喜”。? Arrival 抵店 ? Be responsible ofmonitoring and taking care of Elite members on arrival experience with BellServices and Front Desk. 負(fù)責(zé)監(jiān)督和照顧精英成員抵店時(shí)的行李和辦理入住體驗(yàn)。? Be responsible toensure warm welcome of Elite members upon arrival by General Manager / ExecutiveCommittee / Loyalty Manager. 負(fù)責(zé)確?？偨?jīng)理/執(zhí)行委員會(huì)/忠誠經(jīng)理歡迎精英成員的到來。? Be responsibleand collaborate with Front Desk on fast check-in or in-room check-in. 負(fù)責(zé)并配合前臺(tái)辦理快速入住或客房入住。? During stay 在住期間 ? Be present at theLobby, the Executive Lounge, Restaurant during peak times with Elite members toengaged and create emotional connection to anticipate the Elite members’ needs.在高峰時(shí)間與精英成員一起出現(xiàn)在大堂、行政酒廊、餐廳，參與并建立情感聯(lián)系，以預(yù)測(cè)精英成員的需求。? Be able to assistElite members request on dining, facilities and activities during stays.能夠協(xié)助精英會(huì)員在住宿期間的餐飲、設(shè)施和活動(dòng)要求。? Be responsible tocapture actionable preference of Elite members during stays and give whatmatters to surprise and delight. Record the specific actionable preference intoEmpower GXP. 負(fù)責(zé)捕捉精英成員在酒店入住期間的偏好，并給他們帶來驚喜。將具體的偏好記錄到GXP中。? Departures 離店 ? Prepare withFront Office on express check-out for Elite members if required. 如果需要，與前廳部一起為精英成員準(zhǔn)備快速退房。? Bid fond farewellof Elite members. 告別精英成員。?Problem experience analysis 問題的經(jīng)驗(yàn)分析? Take ownership asfirst contact resolution for Elite members, engaged with Elite members togather their sentiment during stay. 為精英成員提供一站式服務(wù)，與精英成員接觸，在入住期間收集他們的情感。? Report back toMarriott Bonvoy Loyalty Manager immediately on all challenges related to Elitemembers. 立即向萬豪旅享家忠誠經(jīng)理匯報(bào)與精英會(huì)員相關(guān)的所有挑戰(zhàn)。 Support theLoyalty Manager to update Elite member preferences into Empower GXP and useGuest Planning Screen report to identify opportunities for future stays. 支持忠誠經(jīng)理更新精英會(huì)員的喜好，使GXP成為可能，并使用客戶計(jì)劃屏幕報(bào)告，以確定未來的入住機(jī)會(huì)。?Tracking and reporting 跟蹤和報(bào)告? Support the LoyaltyManager to create daily meeting content on Elite members, My Marriott Bonvoyreport to identify trends on member sentiments. 支持忠誠經(jīng)理創(chuàng)建精英會(huì)員的日常會(huì)議內(nèi)容，我的萬豪旅享家報(bào)告識(shí)別會(huì)員情緒的趨勢(shì)。? Support theLoyalty Manager to drive guestVoice - Elite Appreciation. 支持忠誠經(jīng)理推動(dòng)客人對(duì)酒店的贊賞。?GENERAL DUTIES 一般職責(zé)?Policies and Procedures 政策和程序? Maintainconfidentiality of proprietary materials and information. 對(duì)專有材料和信息保密。? Follow companyand department policies and procedures. 遵守公司和部門的政策和程序? Protect theprivacy and security of guests and coworkers.保護(hù)客人和同事的隱私和安全。? Ensure uniform,nametags, and personal appearance are clean, hygienic, professional and incompliance with company policies and procedures. 確保制服個(gè)人形象干凈、衛(wèi)生、專業(yè)，符合公司的政策和程序。 Protect companytools, equipment, machines, or other assets in accordance with company policiesand procedures. 按照公司的政策和程序保護(hù)公司的工具、設(shè)備、機(jī)器或其他資產(chǎn)。? Perform otherreasonable job duties as requested by Supervisors.執(zhí)行主管要求的其他合理的工作職責(zé)。?Communicate effectively 有效溝通? Answer telephonesusing appropriate etiquette including answering the phone within 3 rings,answering with a smile in one's voice, using the callers' name, transferringcalls to appropriate person/department, requesting permission before placingthe caller on hold, taking and relaying messages, and allowing the caller toend the call. 回答電話使用適當(dāng)?shù)亩Y儀包括電話鈴響3聲之內(nèi)接電話回答笑著的聲音, 使用致電者的名字, 將電話轉(zhuǎn)移到適當(dāng)?shù)娜?部門, 請(qǐng)求許可之前將調(diào)用者,和傳送信息,并允許調(diào)用者調(diào)用結(jié)束。? Speak to Elitemembers and co-workers using clear, appropriate and professional language. 使用清晰、恰當(dāng)和專業(yè)的語言與精英成員和同事交談。? Exchangeinformation with other employees using electronic devices. 使用電子設(shè)備與其他員工交流信息。? Talk and listento other employees to effectively exchange information. 與其他員工交談和傾聽，有效地交流信息。? Provideassistances to co-workers, ensuring they understand their tasks. 為同事提供幫助，確保他們理解自己的任務(wù)。? Discuss worktopics, activities, or problems with coworkers, supervisors, or managersdiscreetly and quietly, avoiding public areas of the property. 謹(jǐn)慎、安靜地與同事、主管或經(jīng)理討論工作主題、活動(dòng)或問題，避免在公共場(chǎng)所討論。? Prepare andreview written documents (e.g., daily logs, business letters, memoranda,reports), including proofreading and editing written information to ensureaccuracy and completeness. 準(zhǔn)備和審查書面文件(如日常日志、商業(yè)信函、備忘錄、報(bào)告)，包括校對(duì)和編輯書面信息，確保準(zhǔn)確性和完整性。?Assistant to the Loyalty Manager 協(xié)助忠誠經(jīng)理? Coordinate tasksand work with your immediate supervisor to ensure that the department runsefficiently related to Elite, Cobalt and redemption stay members and MarriottBonvoy programs. 協(xié)調(diào)工作任務(wù)，并與直接主管合作，確保部門有效地運(yùn)行與精英，高博和積分兌換房晚的會(huì)員和萬豪旅享家計(jì)劃。? Serve as adepartmental role model by working alongside employees to perform technical orfunctional job duties. 作為部門的榜樣，與員工一起履行技術(shù)或職能工作職責(zé)。?Working with Others 與他人合作? Support allco-workers and treat them with dignity and respect. 支持所有同事，尊重他們，尊重他們。? Develop andmaintain positive, productive working relationships with associates and other departments.與同事和其他部門建立并保持積極有效的工作關(guān)系。? Handle sensitiveissues with associates and/or guests with tact, respect, diplomacy andconfidentiality. 以機(jī)智、尊重、外交和保密的方式處理與同事和/或客人之間的敏感問題。? Partner andassist others to promote an environment of teamwork and achieve common goals. 合作和幫助他人促進(jìn)團(tuán)隊(duì)合作的環(huán)境，實(shí)現(xiàn)共同的目標(biāo)。?Quality Assurance/Quality Improvement 質(zhì)量保證/質(zhì)量改進(jìn)? Comply with qualityassurance expectations and standards. 遵守質(zhì)量保證期望和標(biāo)準(zhǔn)。? Actively useguestVoice to support Loyalty execution on Elite member experiences or anticipatechallenges prior to Elite member arrivals. 在優(yōu)秀會(huì)員到來之前，積極使用客房語音支持對(duì)優(yōu)秀會(huì)員體驗(yàn)的忠誠執(zhí)行或預(yù)測(cè)挑戰(zhàn)。?Check-in/Check-out 入住/退房? Communicate toappropriate managers / staff about Elite members waiting for an available room.與合適的經(jīng)理/員工溝通等待空房的精英成員的房間安排。? Review requestsfor late check-outs and provide guidance accordingly. 審核延遲退房的要求，并提供相應(yīng)的指導(dǎo)。? Verify and adjustbilling for Elite members. 核實(shí)和調(diào)整精英會(huì)員的賬單。? Activate roomkeys using electronic key machine and re-issue new room keys to Elite membersas necessary by verifying guest identity and using electronic key machine. 使用電子鑰匙機(jī)激活房間鑰匙，并在必要時(shí)通過驗(yàn)證客人身份和使用電子鑰匙機(jī)向精英會(huì)員重新發(fā)放新的房間鑰匙。?Guest Services 賓客服務(wù)? Contactappropriate individual or department (e.g., Bellman, Front Desk, Housekeeping,Engineering, and Security/Loss Prevention) as necessary to resolve Elitemembers call, request, or problem. 根據(jù)需要聯(lián)系適當(dāng)?shù)膫€(gè)人或部門(如行李員、前臺(tái)、客房部、工程部、保安/防損部)，以解決精英成員的電話、要求或問題。

Specific Duties Responsible for the smooth, efficient and professional operation of all front office areas. Ensure good communications among departments. Work together with Accounting department to establish overnight shift checklist; extremely familiar with hotel overnight operation. Maintain and process period transaction data and reports, and daily revenue reporting. Audit guest room rate report for pricing and sales tax errors. Prepare a summation of all house charges and all credit card vouchers accepted by the hotel; and reconcile same with the trail balance. Ensure that trial is in balance by the close of each shift. Establish overnight shift procedure in relative areas and ensure proper procedures are followed on a day to day basis. Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities. Strictly follows bank-out procedures and cash handling procedures. Ensure Confidentiality of User Log-on. Ensure that users are logged out when leaving the area. Able to understand hotel system well. Resolves system problems and can operate the system manually, conduct basic trouble shoots when necessary and lead hotel associate during unusual condition. i.e. front desk system outage. Act as point of contact to arrange and organize guest stay. Act as role model for fellow associates and assure service quality meet brand standard. Create welcome hospitality and professional atmosphere in your area to ensure total guest satisfaction. Lead overnight shift associate to participate in VIP/Repeat Guest Recognition, Marriott Rewards and Hotel Incentive Programs. Ensure Marriott “Look No Further Best Rate Guarantee” rate program is not violated at anytime. Lead and hold shift meeting daily. Ensure updated group/VIP information is passed on to overnight staff.? General Duties: Be informed about daily operations and events. Be highly presence in public area during busy hours. Be familiar with sales strategies; communicate daily with reservation sales. Know all frequent customers and be familiar with their special requests. Ensure that their needs are met. Be familiar with cultural differences and know correct behaviour for each culture. Also know the different protocols and etiquette. Be knowledgeable about all emergency plans and know how to act upon them. At all times strive to represent Marriott in the most professional and courteous manner. Safety Awareness: Maintain safety by adhering to safest policies, being responsible to report all accidents immediately. Support all safety programs. Proceed with caution when walking on slippery floors. Ensure proper safety instructions are given before operating any equipment.

Specific Duties具體職責(zé) Handle all duties according to hotel policies, procedures, internal rules and standards. 根據(jù)酒店規(guī)章制度及內(nèi)部的標(biāo)準(zhǔn)及規(guī)則處理所有事宜 Be knowledge about daily hotel operations, check daily even sheet, bulletin boards and be up to date with all changes, new procedures and events.了解酒店日常運(yùn)營；檢查每日事件表，布告欄；及時(shí)更新所有變化及新的程序及事件 Get a daily briefing about extra ordinary events to effectively deal with all foreseen situations on a daily basis.從每日例會(huì)中得到基本的事件信息，以便于更有效的解決每日可預(yù)見的事宜 Have knowledge about room rates, packages, discounts and promotions and know how to handle each.了解房價(jià)，包價(jià)、折扣及推銷等信息并知道如何處理 Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel.了解酒店客房，位置，設(shè)施，家俱及其它提供的服務(wù)設(shè)施 Strictly follow all cash handling and banking procedures to check out all customers efficiently. 嚴(yán)格按照現(xiàn)金及銀行卡使用流程為客人辦理離店手續(xù) Operate MARSHA and OPERA well and able to use key card system, trouble shoot basic guest key lock issues. 良好的操作MARSHA及OPERA系統(tǒng)及使用門卡系統(tǒng) Perform guest registration and room assignment and accommodate special requests of all customers.辦客人辦理入住、房間分配及滿足有特殊需求的客人的住宿要求。 Know how to follow hospitality guidelines.了解如何遵守酒店業(yè)方針 Answer phone calls according to standard by using proper telephone etiquette and within three rings.按照標(biāo)準(zhǔn)使用恰當(dāng)?shù)碾娫挾Y儀及在三聲內(nèi)接聽電話 Know how to operate safety deposit box.了解如何運(yùn)作保險(xiǎn)箱 Ensure the cleanliness of the front desk and back office area at all times. Utilize spare time for cleaning. 確保前臺(tái)及后臺(tái)區(qū)域的干凈整潔。利用空閑時(shí)間整理 Assist all guests in problems and questions as required. Ensure that all guest problems are resolved by using Marriott Learn Model.?協(xié)理處理客人的問題及客人的要求。確保所以客人的問題都是使用萬豪Learn模式?????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????? Take action to participate in hotel incentive program. Familiar with hotel sale strategy. 積極參與酒店的激勵(lì)計(jì)劃，熟悉酒店銷售策略。 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.靈活掌握工作流程，了解酒店運(yùn)營，必要的時(shí)候協(xié)助同事按時(shí)完成工作 Use OPERA/MARSHA password with discretion; Log off the terminal when leaving the area.正確使用OPERA/MARSHA的密碼；離開工作區(qū)域時(shí)及時(shí)退出 Ensure proper charge is posted to guest credit card when check out; provide guest with a zero balance invoice. 確保在客人離店時(shí)將余額準(zhǔn)確的退回到客人的信用卡里；提供準(zhǔn)確賬務(wù)的發(fā)票 Bank out at the end of each shift by following the blind dropping procedure strictly. 每個(gè)班次結(jié)束時(shí)，嚴(yán)格按照程序進(jìn)行結(jié)賬及投賬。Report any unusual occurrence or requests to manager immediately.及時(shí)向經(jīng)理匯報(bào)任何不尋常的事情或要求 At all times strive to represent Marriott in the most professional manner.任何時(shí)候都力求用非常專業(yè)的方式代表萬豪 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.隨時(shí)嚴(yán)格要求自己，在前臺(tái)工作時(shí)保持高度警惕。 Be familiar with AM, PM and overnight daily check list to ensure smooth daily operations.熟悉早班，中班及夜班的檢查清單，確保每天的正常運(yùn)營

崗位職責(zé)： 協(xié)助俄羅斯客人的接待工作和客戶關(guān)系維護(hù)； 通過團(tuán)隊(duì)內(nèi)部緊密合作，提高客人對(duì)酒店整體入住體驗(yàn)的滿意度； 及時(shí)準(zhǔn)確的回應(yīng)所有客人的要求，并通過自己的專業(yè)知識(shí)為客人提供建議。 崗位要求： 責(zé)任心強(qiáng)，具有出色的俄語溝通能力和寫作能力； 身體健康，品貌端正，儀表整潔； 大專以上學(xué)歷，俄語專業(yè)優(yōu)先考慮； 熱愛飯店服務(wù)行業(yè)； 有積極的進(jìn)取心及良好的團(tuán)隊(duì)合作精神，嚴(yán)于律己，顧客至上，有敬業(yè)精神。

崗位職責(zé)： 確保禮貌的接聽外線及內(nèi)線電話，及住店客人訂餐電話 正確記錄客人叫早時(shí)間，確保叫醒客人準(zhǔn)確無誤 準(zhǔn)確處理客人留言及傳真 盡可能的滿足客人提出的各項(xiàng)要求，利用FCS系統(tǒng)發(fā)出工作指令，確?？旖?、準(zhǔn)確 清楚了解飯店內(nèi)宴會(huì)名稱及地點(diǎn) 崗位要求： 身體健康，品貌端正，儀表整潔 熱愛飯店服務(wù)行業(yè) 大專以上學(xué)歷，英語水平良好 責(zé)任心強(qiáng)，具有出色的溝通能力和協(xié)作能力 有積極的進(jìn)取心及良好的團(tuán)隊(duì)合作精神，嚴(yán)于律己，顧客至上，有敬業(yè)精神 具備相關(guān)工作經(jīng)驗(yàn)者優(yōu)先考慮

崗位職責(zé)： 查閱豪華層客房的出租率及狀態(tài) 為客人服務(wù)早餐、下午茶等餐食 檢查豪華閣客人預(yù)訂的房間情況，為早到和有特殊要求的客人提前做好準(zhǔn)備 確保在客人到達(dá)之前，為客人安排好房間并隨時(shí)就房間問題與客房部保持緊密聯(lián)系 幫助客人做預(yù)訂、確認(rèn)機(jī)票；發(fā)傳真；留言；定車服務(wù)；旅游觀光及餐廳的預(yù)訂服務(wù)等等 為客人辦理入店和離店手續(xù) 下班前詳細(xì)清點(diǎn)庫房的存貨 了解整個(gè)前臺(tái)(接待、收款)Back-up的應(yīng)用 程序及常見設(shè)備故障 崗位要求： 身體健康，品貌端正，儀表整潔 熱愛飯店服務(wù)行業(yè) 大專以上學(xué)歷，英語水平良好 責(zé)任心強(qiáng)，具有出色的溝通能力和協(xié)作能力 有積極的進(jìn)取心及良好的團(tuán)隊(duì)合作精神，嚴(yán)于律己，顧客至上，有敬業(yè)精神 具備前臺(tái)/酒廊/餐飲相關(guān)工作經(jīng)驗(yàn)者優(yōu)先考慮

崗位職責(zé)： 房間的控制 從夜班員工那里了解應(yīng)引起特別關(guān)注的任何信息 準(zhǔn)備好團(tuán)隊(duì)的結(jié)賬手續(xù) 熟練的幫助客人辦理入店和離店的手續(xù) 完成外幣兌換和其它收銀業(yè)務(wù)的服務(wù) 為第二天過生日的客人做準(zhǔn)備 保持前臺(tái)工作區(qū)域的整潔 熟練掌握前臺(tái)各種設(shè)備故障時(shí)處理的方法 完成前廳主管指派的其他工作任務(wù)?崗位要求 崗位要求： 身體健康，品貌端正，儀表整潔 熱愛飯店服務(wù)行業(yè) 大專以上學(xué)歷 責(zé)任心強(qiáng)，具有出色的溝通能力和協(xié)作能力 有積極的進(jìn)取心及良好的團(tuán)隊(duì)合作精神，嚴(yán)于律己，顧客至上，有敬業(yè)精神 具備相關(guān)工作經(jīng)驗(yàn)者優(yōu)先考慮

【崗位職責(zé)】 1、確保自己的服飾、發(fā)型整潔、淡妝等方面全部符合規(guī)定的要求。 2、查看交班記錄，了解上一班的移交事項(xiàng)，并負(fù)責(zé)處理。 3、熟悉預(yù)訂資料，了解客情，尤其要記住即將來店的貴賓、?？偷男彰私饩频甑乃谢顒?dòng)。 4、熟悉酒店有關(guān)客房銷售的各項(xiàng)政策，向來店賓客推銷客房，努力爭(zhēng)取最好的經(jīng)濟(jì)效益。 5、熟練總臺(tái)各項(xiàng)專業(yè)業(yè)務(wù)和技能，搞好對(duì)客服務(wù)。 6、熟練掌握店內(nèi)外信息，提供準(zhǔn)確的問訊服務(wù)。 7、負(fù)責(zé)為下榻酒店的賓客辦理入住登記手續(xù)。 8、負(fù)責(zé)客房鑰匙的管理和發(fā)放工作并嚴(yán)格遵守驗(yàn)證制度。 9、制作有關(guān)報(bào)表，為其它部門提供準(zhǔn)確的接待信息。 【崗位要求】 1、大專以上文化程度，懂得英語。 2、性格開朗、頭腦靈活、工作踏實(shí)，具有較強(qiáng)的服務(wù)意識(shí)、推銷意識(shí)和責(zé)任感。 3、通曉酒店各項(xiàng)對(duì)客政策、設(shè)施設(shè)備及服務(wù)種類以及總臺(tái)工作程度和規(guī)范。 4、相貌端正，身體健康。

【崗位職責(zé)】 1、協(xié)助賓客提拉行李及行李寄存服務(wù)。 2、為有需要的賓客提供委托代辦服務(wù)。下雨天為賓客提供雨傘租借服務(wù)。 3、確保交班本上記錄的每一件事情都已經(jīng)落實(shí)。 4、確保所接收的行李和包裹的安全，并存放在合適的地方。 5、事先檢查所有抵達(dá)和離店團(tuán)隊(duì)的分房名單。 6、記錄未完成的工作交給下一個(gè)班次。 7、管理行李房，確保行李房干凈、接收、存放行李和其他任何物品以及賓客的遺留物品的處理要按照正確的程序進(jìn)行。 【崗位要求】 1、大專學(xué)歷或同等文化程度。具有1年以上從事前廳服務(wù)工作經(jīng)歷。 2、工作認(rèn)真、作風(fēng)細(xì)致、吃苦耐勞、反應(yīng)靈活。 3、能進(jìn)行英語日常會(huì)話，開展對(duì)客服務(wù)。

工作職責(zé)： 1.為賓客提供委托代辦服務(wù)、行李物品寄存和運(yùn)送、物品轉(zhuǎn)交服務(wù)。提供會(huì)議物資的寄存和提取工作，做好記錄，確保登記信息清楚無誤。 2.做好行李服務(wù)設(shè)備的清潔養(yǎng)護(hù)工作，確保設(shè)備正常使用。管理行李房和會(huì)議物資庫房，確保衛(wèi)生干凈，物品擺放整齊規(guī)范。 3.按照服務(wù)流程迎送賓客，協(xié)助大堂副理做好VIP客人的接待服務(wù)工作。 崗位要求： 1.年齡18-35歲，男士，五官端正，身高174cm-183cm。 2.高中以上學(xué)歷。 3.工作認(rèn)真負(fù)責(zé)、具備一定的溝通和表達(dá)能力，服務(wù)意識(shí)強(qiáng)，工作熱情。

崗位職責(zé) 1.? 與員工和經(jīng)理一起準(zhǔn)備日常的工作內(nèi)容 (重要客人&自用房&免費(fèi)房)，共同分享信息及任何信息改變。 Work with staff and manager to prepare daily work content (VIP & private & free room), share information and any information changes. 2.? 在酒店旺季和高出租率的情況下，確保有足夠的員工工作，并做到合理安排。 Ensures adequate staff to work during peak season and high occupancy. 3.? 確保所有員工保持良好的工作狀態(tài)，共同運(yùn)轉(zhuǎn)前臺(tái)工作。 Ensure that all staff are in good working condition and work together in front desk. 4.? 確保每個(gè)員工為客人提供高水平和高效率的服務(wù)，全力追求客人滿意。 Ensures that each employee provides high level and efficient service to guests to maximize guest satisfaction. 5.?在安排的輪班期間，監(jiān)督前臺(tái)員工的工作，其中包括：合理分配本班次工作，現(xiàn)場(chǎng)處理突發(fā)事件，協(xié)助員工解決疑難問題等。 Supervise the work of the front desk staff during the assigned shift, including: rationally allocate the work of the shift, deal with emergencies on site, assist staff to solve difficult problems, etc. 6.隨時(shí)關(guān)注并掌握酒店客情，靈活調(diào)整，全力提升酒店收益水平。 Pay close attention to and master the hotel guest situation at any time, adjust flexibly, ensure the profit maximization. 7.?非常了解所有的產(chǎn)品與服務(wù)知識(shí)，以及各類推銷活動(dòng)，以便向客人解釋及出售酒店的服務(wù)和設(shè)施。 Be fully aware of all products and services and promotional activities in order to explain and sell hotel services and facilities to guests. 職位要求 1.? 具備優(yōu)秀的溝通能力及酒店管理能力。 Excellent communication skills and hotel management skills. 2.? 能夠熟練的用英語和普通話與客人溝通。 Be able to communicate fluently with guests in both English and Mandarin.

1.優(yōu)秀的中英文書面及口頭表達(dá)能力。 Good command of oral & written communication, in both Mandarin and English 2.遵照相關(guān)程序?yàn)樗械诌_(dá)的客人提供接引及登記服務(wù)。 Registers and escorts all arrivals according to established procedures. 3.保持與其他部門及外包公司的必要聯(lián)系以確保為客人提供最優(yōu)質(zhì)的服務(wù)。 Liaises with other departments and necessary outside contracts to ensure excellent service delivery. 4.確保在酒店系統(tǒng)里的每個(gè)預(yù)訂都輸入完整并且正確的數(shù)據(jù)。 Ensures all data is entered completely and correctly into the hotel systems in accordance with each reservation. 5.兌現(xiàn)酒店客人的旅行支票及幫助客人進(jìn)行外幣兌換。 Assists with currency exchange. 6.夜班時(shí)，查看夜班報(bào)表，準(zhǔn)備早班報(bào)表，檢查第二天離店客人的賬單以確保下個(gè)班次的離店手續(xù)順利進(jìn)行，檢查所有VIP預(yù)抵客人的房間，如有問題及時(shí)匯報(bào)給值班經(jīng)理/夜班經(jīng)理。 When on night shift, checks night reports, prepares the morning report, checks billings of all due-outs on the following day to ensure effective check-out procedure of next shift, checks all VIP Arrivals rooms and report any defects to Duty Manager/Night Manager. 7.充分理解并展示酒店的政策和程序，確保所有的工作程序在酒店的指導(dǎo)方針下安全進(jìn)行。 Demonstrates Awareness of hotel policies and procedures and ensure all procedures are conducted safely and within hotel guidelines. 8.關(guān)注客人的投訴，問詢及要求，在前臺(tái)主管或值班經(jīng)理無法提供協(xié)助的情況下做出正確的判斷。 Attends to guest’s complaints, inquiries and requests, referees problems to Lifestyle Host Supervisor/Duty Manger if he/she is unable to assist and inform after the fact if needed. 9.時(shí)時(shí)關(guān)注財(cái)務(wù)政策及會(huì)計(jì)程序的更新并與其保持一致。 Keeps informed of all modifications to accounting policies and procedures.

·         Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity  ·         隨時(shí)以友好和樂于協(xié)助的態(tài)度迎接客人，并盡量了解和稱呼客人的名字。 ·         Registers and rooms all arrivals according to established procedures ·         按照既定工作程序?yàn)樗衼砜偷怯洸才欧块g。 ·         Maintains intimate knowledge of departmental standards and procedures ·         熟知部門標(biāo)準(zhǔn)工作程序。     ·         Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation ·         履行入住、退房和換房手續(xù)，并確保所有資料都按照預(yù)訂情況完整的輸入酒店電腦系統(tǒng)。 ·         Maintains cashier float and ensures accurate daily report of all money received ·         保持庫存現(xiàn)金限額并保證每日對(duì)所收現(xiàn)金進(jìn)行準(zhǔn)確報(bào)告。 ·         Cashes hotel guest’s personal and travelers checks and assists with currency exchange ·         為酒店客人的個(gè)人支票及旅行支票兌換現(xiàn)金，并協(xié)助進(jìn)行外匯兌換。 ·         Keeps abreast of all modifications to accounting policies and procedures ·         隨時(shí)留意會(huì)計(jì)政策和工作程序的變化 。 ·         Responsible and attends to guest’s request of using the service of safety box at all times ·         隨時(shí)負(fù)責(zé)回應(yīng)客人關(guān)于使用保險(xiǎn)箱服務(wù)的要求。 ·         Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs. ·         熟知所有特別促銷活動(dòng)，如：季節(jié)性套餐計(jì)劃、?？蛢?yōu)惠計(jì)劃以及洲際酒店集團(tuán)忠實(shí)方案。 ·         Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Assistant Manager if he/she unable to assist ·         處理客人的投訴、問詢和請(qǐng)求，如果自己無法提供協(xié)助，則將問題轉(zhuǎn)給主管和經(jīng)理助理 。 ·         Is familiar with other Intercontinental Hotels and Resorts so that guest indicating any next destination on the registration card can be “sold” an onward booking to another InterContinental Hotels ·         熟悉洲際酒店和度假村集團(tuán)的其它成員酒店，以便當(dāng)客人在登記卡上寫出以后要去的目的地時(shí)可以游說其在另一家洲際酒店集團(tuán)成員酒店進(jìn)行提前預(yù)訂 。 ·         Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service ·         盡一切努力確保客人在離店時(shí)會(huì)對(duì)酒店的服務(wù)有很好的印象。 ·         Performs the audit balances and prepares all works for audit in an orderly fashion ·         執(zhí)行審計(jì)結(jié)余，并為審計(jì)工作進(jìn)行各項(xiàng)有序的準(zhǔn)備。 ·         When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival ·         在值班時(shí)檢查夜班報(bào)告，準(zhǔn)備早班報(bào)告，并為客人的到來準(zhǔn)備各種必要的表格。 ·         Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems ·         全面了解標(biāo)準(zhǔn)的預(yù)訂工作程序，包括如何正確使用表格，如何讀電傳、電子郵件和留言，以及如何在預(yù)訂系統(tǒng)內(nèi)對(duì)房源情況進(jìn)行解讀。 ·         Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand ·         按照洲際酒店集團(tuán)品牌的預(yù)期保持自己行為、外表和態(tài)度的高標(biāo)準(zhǔn)。 ·         Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state al all times ·         隨時(shí)保持前臺(tái)工作區(qū)域的整潔和有序，并以此作為自己的個(gè)人興趣和驕傲 。 ·         Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Loyalty Program member and other VIP’s and with reference to hotel and to be a health or safety hazard ·         力爭(zhēng)保持酒店的高標(biāo)準(zhǔn)，特別注意洲際酒店集團(tuán)忠實(shí)計(jì)劃會(huì)員及其它貴賓的重要性，并重視酒店的健康和安全隱患等問題。     QUALIFICATIONS AND REQUIREMENTS任職要求 Required Skills – 技能要求 ·         Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. ·         擁有在與他人交往時(shí)大多數(shù)時(shí)間所使用的溝通技能；完全代表酒店，品牌和公司與顧客，員工和第三方交往的能力。 ·         Able to read and write English ·         能夠讀寫英語 ·         Proficient in the use of Microsoft Office and Front Office System ·         熟練使用微軟辦公軟件和前臺(tái)系統(tǒng)   Qualifications – 學(xué)歷 ·         Senior School or Vocational Certificate in Hotel Administration, Hotel Management or equivalent ·         具有大專學(xué)歷或酒店行政管理，酒店管理或相關(guān)的職業(yè)證書。   Experience – 經(jīng)驗(yàn) ·         1 year experience in guest / customer service, or an equivalent combination of education and experience.  ·         擁有1年賓客服務(wù)部工作經(jīng)驗(yàn)，或與此相當(dāng)?shù)慕逃拖嚓P(guān)工作經(jīng)驗(yàn)結(jié)合的背景。