Handle all duties ? ? ?according to hotel policies, procedures, internal rules and standards.
處理所有的工作都要依照酒店政策，程序，內(nèi)部規(guī)定及標準。
Be knowledge ? ? ?about daily hotel operations, check daily even sheet, bulletin boards and ? ? ?be up to date with all changes, new procedures and events.?
了解日常酒店的運作，檢查電子公告牌并更新的所有程序以及宴會。
Get a daily briefing about extra ordinary events to effectively deal with all foreseen ? ? ?situations on a daily basis.?
在每日例會中了解額外的事件，以便快捷的處理所有可能發(fā)生的情況。
Have knowledge about room rates, packages, discounts and promotions and know how to? handle each.
掌握房價，包價，折扣和促銷的說有信息，并知道如何去處理。
Have knowledge about guest rooms, locations, amenities, features and all other services? ?offered by the hotel.
掌握客人房間、位置、客房禮物、特色以及酒店提供的所有其它的服務(wù)。
Strictly follow? all cash handling and banking procedures to check out all customers ? ? ?efficiently.
在為客人提供快捷結(jié)賬的同時嚴格遵守財務(wù)及銀行的各項規(guī)定。
Operate OPERA, system well and be able to use key card system.
熟練的使用OPERA系統(tǒng)
Perform guest registration and room assignment correctly and efficiently, accommodate ? ? ?special requests of all customers.?? ? ? ?
正確的完成客人的登記，房間分配以及協(xié)調(diào)所有客人的特殊要求。
Be knowledgeable about Marriott Rewards and other frequent flyer programs. Participate and? contribute in Marriott Rewards sign-up program; ensure accuracy and? activation rate meet brand goal.
了解萬豪積分兌換,及其它的常客計劃。參與并積極的推廣萬豪禮賞計劃，確保以正確的價格來達到集團目標。
Know how to follow hospitality guidelines.?
知道如何遵循服務(wù)的基本方針。
Answer phone calls according to standard by using proper telephone etiquette and within ? ? ?three rings.
在三聲之內(nèi)按標準接聽電話并使用正確的電話禮儀
Ensure the cleanliness of the Front Desk and back office area at all times. Utilize spare time for cleaning.
確保前臺和后臺辦公室區(qū)域的整潔。利用剩余時間去清潔。
Assist all guests in problems and questions as required. Ensure that all guest problems are? resolved by using Marriott Learn Model.? ? ? ?
必須幫助所有客人的問題和詢問。 確保所有的客人問題的解決都要依照萬豪的學(xué)習(xí)手冊。
Take action to participate in hotel incentive program and be familiar with hotel sale strategy.
積極的參與酒店激勵計劃, 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.????????
靈活的安排工作計劃。很熟悉的了解酒店的運作。協(xié)助同事按時完成所有工作。
Ensure proper charge is posted to guest credit card when check out.
結(jié)賬時確保在客人的信用卡上收取正確的費用。
Bank out at the end of each shift by following the blind drop procedure strictly. The front desk manager/shift supervisor will always verify the shift closing and enter the drop in the system.
每班次結(jié)束時嚴格遵守投賬程序平賬。前臺經(jīng)理/主管檢查班次的賬目并輸入到系統(tǒng)中。
Report any unusual occurrence or requests to supervisor/manager immediately.
向經(jīng)理及時匯報任何不尋常的情況或要求。
At all times strive to represent Marriott in the most professional manner.
努力以最職業(yè)的風(fēng)格去表現(xiàn)萬豪文化。
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.
時刻遵守前臺紀律并保持警醒及時問候客人，在客人未開口之前為之提供幫助。集中所有的注意力在客人身上。
Be familiar with AM, PM and overnight daily check list to ensure smooth daily operations.
熟悉早班，中班和夜班的檢查表以確保運作的正常。
Each associate is expected to carry out all reasonable requests by management which the ? ? ?associate is capable of performing.
希望每一名員工都可以完成領(lǐng)導(dǎo)層所給出的所有的合理要求。
Be aware of the hotel VIP / repeat guest / long-staying guest / high value guest and pay ? ? ?special attention to make the guest have a memorable stay.
知道酒店的貴賓/回頭客/長住客/重要客人并給予特別的關(guān)注，以讓客人擁有一個難忘的入住經(jīng)歷。
Maintain the guest information and ensure proper input in the PSB/PMS system.
保留客人信息并確保正確的輸入到PSB/PMS系統(tǒng)。
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分部門的工作，能夠在各部門需要幫助時提供協(xié)助并能夠高效的完成工作任務(wù)
?
General Duties基本要求：
?
Be well groomed and conform to the hotel's dress code and deportment.
良好的儀容儀表，行為、穿著符合酒店的規(guī)定。
Be informed about daily operations and events.
了解每日運作及宴會。
Be familiar with sales strategies, communicate daily with reservation sales.
熟悉銷售政策，每日與預(yù)定部銷售溝通。
Know all frequent customers and is familiar with their special requests. Ensure that their ? ? ?needs are met.
了解所有常客及熟悉他們的特殊要求。確保滿足他們的要求。
Be familiar with cultural differences and know correct behavior for each culture. Also ? ? ?know the different protocols and etiquette.
熟悉文化差異并知道每一種文化對應(yīng)的正確舉止。同時知道不同的禮節(jié)。
Be knowledgeable about all emergencies plans and know how to act upon them.
熟知所有關(guān)于緊急事件的處理計劃并知道當發(fā)生時如何應(yīng)對。
Report any unusual occurrences immediately to the front office manager.
向經(jīng)理及時匯報任何不尋常的情況。
At all times strive to represent Marriott in the most professional and courteous ? ? ?manner.
隨時以最職業(yè)最謙恭的方式來表現(xiàn)萬豪。
?
Safety Awareness安全意識：
?
Maintain safety by adhering to safest policies, being responsible to report all accidents ? ? ?immediately.
認真貫徹酒店安全程序和措施，及時匯報所有的事故。
Support all safety programs. Proceed with caution when walking on slippery floors.
認真執(zhí)行所有安全相關(guān)的項目。在濕滑的樓道中走動要保持小心。
Ensure proper safety instructions are given before operating any equipment.
操作任何設(shè)備前確保員工熟知安全操作規(guī)范
