General具體標(biāo)準(zhǔn)
Have knowledge of hotel, hotel associates, and hotel services with hours of operations for all departments’ involved and surrounding areas. Has a thorough knowledge of guestrooms including: locations, views, amenities, features, types, etc.
了解酒店，酒店各部門員工以及酒店各項(xiàng)服務(wù)設(shè)施及周邊地區(qū)設(shè)施的營(yíng)業(yè)及服務(wù)時(shí)間。清楚客房的相關(guān)信息, 例如位置，景色，提供物品，特色及房間類型等。
Offer the hotel guests the best possible service through courteous and proper phone ? ? ? answering procedures through proper telephone procedures.
運(yùn)用禮貌并適當(dāng)?shù)碾娫挾Y儀接聽客人的電話，并對(duì)客人提出的合理要求提供最好的服務(wù)。
Be an ambassador by promoting the hotel, restaurant, lounge, gift shops, etc.
作為酒店，餐廳，酒吧及禮品部等開展的促銷活動(dòng)的代表。
Be able to give accurate directions and information regarding the immediate location.
能向客人提供準(zhǔn)確的方向指示及位置信息。
Handle all emergencies according to established procedures.
運(yùn)用相關(guān)程序處理所有緊急事件。
Ensure all customer complaints are recorded in the Guest Response Program in a timely and directly professional manner.
本著及時(shí)坦率的專業(yè)態(tài)度，確保所有客人的投訴都被記錄于客戶回訪項(xiàng)目中。
Ensure all guests experiencing a problem receive an immediate response along with ? ? ? satisfactory resolved, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner. ? ? ? Practice empowerment!
確保對(duì)客人所提出的問題都能給以及時(shí)滿意的答復(fù)，以及時(shí)和專業(yè)的態(tài)度完成對(duì)客人的承諾并能后續(xù)跟進(jìn)。付諸于行動(dòng)！
Ensure all individuals designated for follow-up are copied on incident reports and any other pertinent information available.
確保對(duì)所有個(gè)人被委托進(jìn)行的后續(xù)跟進(jìn)都做好相關(guān)記錄，并附有所有與之相關(guān)的信息。
Each associate is expected to carry out all reasonable requests by the management, which ? ? ? the associate is capable of performing.
要求每一個(gè)員工在其能力范圍內(nèi)執(zhí)行所有合理的經(jīng)營(yíng)決策。
Constantly updates himself/herself with local activities and current events in order ? ? ? to provide guests with information.
對(duì)本地所舉辦的各項(xiàng)活動(dòng)及會(huì)議信息保持不斷更新，從而向客人提供實(shí)時(shí)的信息。
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。
Audits work for accuracy and consistency. Take corrective measures where errors surface? ? ? and report immediately anything out of the ordinary to the AYS Manager.
監(jiān)督工作的精確性及一致性。當(dāng)有問題產(chǎn)生時(shí)能有效應(yīng)對(duì)，并立即將事情的經(jīng)過完整的報(bào)告給經(jīng)理。
Schedule the roster according to business needs. Monitors attendance 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。
Promote and display teamwork throughout the hotel.
改善與其他部門間的團(tuán)隊(duì)協(xié)作。
Oversees the operations in the absence of the AYS Manager.
當(dāng)經(jīng)理不在時(shí)，須承擔(dān)監(jiān)督所有工作的責(zé)任。
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。
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。
Conducts effective Coaching and Counselling.
制定有效的培訓(xùn)方案及提供培訓(xùn)意見。
Assists the AYS Manager in preparing annual Performance Appraisals.
協(xié)助經(jīng)理準(zhǔn)備年度員工表現(xiàn)評(píng)估。
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。
Establish a good working inter-departmental relationship.
與酒店其他部門建立良好的工作關(guān)系。
?Should be familiar with all FO Section Job, ensure to spend time assistance others ? ? ? section completed work efficient.
熟悉并了解前廳部每一個(gè)分部門的工作，能夠在各部門需要幫助時(shí)提供協(xié)助并能夠高效的完成工作任務(wù)
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Rooms房務(wù)方面
Have knowledge of hotel rates, discounts, and how to handle each.
了解并知道如何處理與酒店房?jī)r(jià)和折扣相關(guān)的問題。
Have working knowledge of reservations and Fidelio procedures.? Know cancellation procedures and walk procedures.
了解與預(yù)訂和酒店所用管理系統(tǒng)相關(guān)的工作知識(shí)。了解取消預(yù)訂以及訂預(yù)定的程序。
Handle all wake-up call requests and repeat information to the guest to ensure ? ? ? proper handling of wake up calls in the morning.
處理所有叫醒服務(wù)要求，并向客人重復(fù)相關(guān)信息以確保早上能準(zhǔn)時(shí)叫醒客人。
Set wake up clock or input as requested as they come in.
及時(shí)地為客人設(shè)定其所要求叫醒鬧鐘。
Take changes on incoming collect calls or any calls not received by the accounting system ? ? ? and post them in Fidelio.
靈活應(yīng)對(duì)來電，并能將未被記錄入客人房帳中的電話費(fèi)用輸入相應(yīng)房間。
Perform shift closings and be able to identify discrepancies or irregularities in them.
維持班組的紀(jì)律并認(rèn)同個(gè)人的差異。
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Additional Responsibilities其他職責(zé)
Handle fax and messages per outlined procedures.
按照程序處理客人的傳真和留言。
Attend all scheduled departmental meetings.
參加每月部門會(huì)議。
Timely submission of assigned projects by supervisor or management.
及時(shí)完成資深接線員及經(jīng)理委派的任務(wù)。
Maintain cleanliness and neatness of work area.
保持工作環(huán)境的干凈整潔。
Be familiar with and follow all hotel safety and accident prevention procedures.
熟悉并遵守酒店安全防衛(wèi)條例。
Handle all telephone maintenance and installations accordingly.
處理所有電話維修及安裝事宜。
Maintain close control and inventory of supplies and equipment. Everything in Working ? ? ? Order (EIWO).
監(jiān)管并保證所有供應(yīng)品及設(shè)備都完好無損。確保所有物品都能正常使用。
Understand and adhere to budgeted wage and hour limitations for staff.
了解員工薪酬待遇，并遵守工作時(shí)間。
Training 培訓(xùn)
Implement the proper training program and control the training of the staff to top ? ? ? efficiency and in accordance with Marriott policies.
參加相關(guān)培訓(xùn)課程，幫助培養(yǎng)符合萬豪標(biāo)準(zhǔn)的高品質(zhì)的員工。
Provide job descriptions and an updated training manual.
制定工作描述，更新培訓(xùn)手冊(cè)。
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.
全面了解酒店的消防程序，報(bào)警程序，安全守則，并清楚其相關(guān)負(fù)責(zé)人。保證所有同事都參加此類培訓(xùn)。
Have accurate and complete guest assistance information available regarding events ? ? ? taking place in town, restaurants, athletic events, etc…
能向客人準(zhǔn)確及時(shí)的提供在當(dāng)?shù)?，餐廳，運(yùn)動(dòng)場(chǎng)館等所舉行的宴會(huì)活動(dòng)的信息。
