1. Assume responsibility of daily operations and ensure a smooth running operation within the framework of the hotel.
負(fù)責(zé)部門每日的運(yùn)營，確保運(yùn)作的穩(wěn)定及標(biāo)準(zhǔn)。
2. Support all lounges LSOP.
遵守酒廊所有的服務(wù)工作程序
3. Assist in ensuring that scheduling functions are performed accurately and on a timely basis.
確保定時完成工作計劃
4. Assist in maintaining a highly motivated and well-trained staff.
培養(yǎng)高素質(zhì)的員工，維護(hù)員工資源。
5. Open and close shift in accordance with the checklist.
按照檢查表的程序開檔收檔。
6. Initiate aggressive guest interaction through seeking and soliciting feedback
From the gustes
積極與客人溝通，并在談話中收集客人的反饋。
7. Properly execute and check control procedures on shift.
正確執(zhí)行班作程序。
8. Develop a complete knowledge of menu items, their garnish, contents and preparation methods. Be ready to answer any guest questions about the menu in a positive and concise way. Know the use records.
熟練掌握菜單上各種菜的菜樣，菜系及燒法。積極熟練回答客人有可能會提出的任何疑問，熟記客人的點(diǎn)菜喜好。
9. Develop a good knowledge of beverages, liquors, and wine service.
充分掌握飲料知識，包括軟飲，酒精飲料及紅酒白酒的各項知識。
10.Pick up and present food and beverages according to standard service procedures. Properly bus the table throughout the meal. Dirty dishes and silverware should be cleared, except sugar and appropriate silverware and beverage glasses that are not empty, keeping proper posture and being personable, but limiting conversation.
按照標(biāo)準(zhǔn)服務(wù)程序傳菜上菜，在客人用餐過程中及時清理更換餐盤，及時為客人的飲料續(xù)杯，保持正確的站姿，適當(dāng)?shù)暮涂腿诉M(jìn)行服務(wù)個性化的溝通。
11. Warmly greet every guest with smile, address guest by name and take down
the record for reference.
熱情的問候每一位客人，盡可能稱呼客人的名字，記下客人的名字和桌號以便時后查閱。
12. Clean and reset the table according to standard procedures.
客人離開后，標(biāo)準(zhǔn)的清理并重新擺設(shè)餐具。
13. Handle daily associate relations (i.e. scheduling, time adjustments).
處理日常瑣事，如換班，調(diào)休等。
14. Maintain a safe & sanitary work environment for all associate & guests.
維持好一個安全清潔工作環(huán)境。
15. Conduct taste panels and menu classes on a daily basis.
每日指導(dǎo)完成食品試吃，菜單知識培訓(xùn)。
16. Ensure that only a quality product is served.
保證提供給客人事物的質(zhì)量。
17. Maintain proper associate uniform standards.
負(fù)責(zé)員工制服的清潔與保養(yǎng)。
18. Manage an effective repair and maintenance program through the use of work orders, inspections, etc.
建立有效的工作設(shè)備維修程序。
19. Understand & teach empowerment principles to ensure guest satisfaction.
掌握并傳授客人滿意法則。
20.Encourage problem solving by associates through proper training and
empowerment.
鼓勵員工在通過有效的培訓(xùn)后自主地解決工作中的疑問。
21. Establish effective communication with associates to gain their trust and
respect.
建立有效的溝通以獲得員工的信任及尊重。
22. Maintain fair and consistent counselling and disciplinary procedures in
accordance with Marriott’s Guarantee of Fair Treatment Policy.
遵守萬豪的公平對待保證原則，正確的處理和勸阻有問題的員工。
23. Communicate directly and through the use of the logbook to next shift
supervisor or manager.
通過及時的溝通和留言交接的方式準(zhǔn)確傳遞給下一個班次的同事和經(jīng)理
24. Check Elite Members and VIP ensure rooms are blocked according to
special requests.
檢查會員及VIP客人的房間預(yù)訂是否符合他們的要求
25. Enrol guests in Marriott Rewards programme.
爭取每位客人能夠成為MARRIOTT 集團(tuán)的會員
26. Handle and solve guests’ complaints or assisting them with enquiries.
接下并處理客人的投訴，幫助他們解決他們的困難
27. Provide information about the hotel and the surrounding community.
準(zhǔn)確的提供近期社會公共活動及本酒店的信息
28. Keeping Executive Lounge and Library in tip top condition and maintain cleanliness round the clock.
每時每刻維護(hù)和保持行政酒廊及圖書館整潔，優(yōu)雅，舒適的環(huán)境
29. Update guest profile in Opera when necessary especially when guests’ personal preferences mentioned over conversation.
及時更新客人的資料，特別對有特殊要求的客人，一定要在電腦里準(zhǔn)確的輸入客人的新資料確保其時效性
30. Ensure area is covered at all times and should never be left unattended at any point of time.
所有的設(shè)施設(shè)備都必須保持最佳狀態(tài)，不能有任何遺漏
31. Ensure all follow-ups are promptly and accurate:
確保以下服務(wù)項目都提供給客人:
Providing Business Centre Services
提供商務(wù)中心的服務(wù)項目
Concierge Services
提供禮賓部的服務(wù)項目
Rooms request/amenities arrangements
確?？腿说姆块g設(shè)施設(shè)備滿足客人的要求
Future reservations or other related matters
確認(rèn)將來的預(yù)定和相關(guān)信息
32. Ensure that all guests receive their faxes, messages and parcels upon arrival if it is handed over by Concierge agent.
所有的傳真，信息，包裹，確保禮賓部在客人入住時及時地送給客人
33. Maintain effective service in line with the Hotel’s Corporate Image
積極維護(hù)和執(zhí)行酒店高質(zhì)量的服務(wù)形象
Company’s Grooming Standard
標(biāo)準(zhǔn)的儀容儀表
Standard Operation Procedures
標(biāo)準(zhǔn)的酒店運(yùn)作程序
Departmental Policies
部門運(yùn)作程序
Corporate Policies
及協(xié)作運(yùn)作程序
34. Assist those who are on duty with questions or problems that may arise
Be able to take ownership of problems and resolve them
幫助有疑問或需要幫助的同事。愿意承擔(dān)責(zé)任并處理問題
35. Audits work for accuracy and consistency, take corrective measures where errors surface and report immediately anything out of the ordinary to the Manager
監(jiān)督工作的精確性及一致性。當(dāng)有問題產(chǎn)生時能有效應(yīng)對，并立即將事情的經(jīng)過完整的報告給經(jīng)理
36. Schedule the roster according to business needs. Monitors attendant records, sick leaves, overtime, and vacation levels
根據(jù)工作需要安排班次管理考勤記錄，病假，加班及休假事宜
37. Promote and display teamwork throughout the hotel
促進(jìn)改善與其他部門間的團(tuán)隊協(xié)作
38. Oversees the operations in the absence of the Manager
當(dāng)經(jīng)理不在時，須承擔(dān)監(jiān)督所有工作的責(zé)任
39. Be involved in interviewing, new hire orientation and training
參與面試，入職培訓(xùn)及其他培訓(xùn)工作
40. Communicate daily with manager to assure consistency and pass-on of pertinent information
每日與經(jīng)理交流以保證信息一致性并傳達(dá)相關(guān)信息
41. Conducts effective Coaching and Counselling
制定有效的培訓(xùn)方案及提供培訓(xùn)意見
42. Assists the Manager in preparing annual Performance Appraisals
協(xié)助經(jīng)理準(zhǔn)備年度員工表現(xiàn)評估
43. Establish effective 15-minute training and briefing with associates prior to reporting to stations
建立有效的15分鐘培訓(xùn)，并與其他同事交接相關(guān)事宜
44. Consistently practice the 20 basics
貫徹20條服務(wù)精神基本須知
45. Establish a good working inter-departmental relationship
與酒店其他部門建立良好的工作關(guān)系
