MAJOR RESPONSIBILIES
責(zé)任概要
:
Serving guests at the front desk while providing the highest lever of service possible in an efficient, courteous and professional manner by following Marriott standards of aggressive hospitality and adhering to guidelines and procedures.
對客提供高品質(zhì)、高效率的服務(wù)，禮節(jié)及專業(yè)行為遵循萬豪服務(wù)品牌標準、政策與程序。
SPECIFIC DUTIES
工作任務(wù)
:
Answer the phones according to the standards of proper etiquette and within three rings; Greeting guest friendly and warmly. Address in-house guest by name.
按照標準禮儀在鈴響三聲內(nèi)接起電話；熱情友好問候客人，對于酒店內(nèi)客人要稱呼姓名。
Attend daily briefings conducted by the Assistant Front Office Manager/Guest Service Manager at the beginning of each shift.
每班上崗前參加前廳副經(jīng)理
/
賓客服務(wù)經(jīng)理主持的交班會。
Maintain cash float and accurately handle monies at all times.
任何時候確保備用金充足和準確。
Review arrival information on a daily basis; VIP, Regular guests, Groups, special requests etc.
每班檢查當日抵店客人信息，包括貴賓、回頭客人、團隊的情況以及特別要求。
Check house status.
查看房態(tài)。
Assign the rooms according guest’s request, preference and rooms control policy. Set up pre-registered and VIP reservations.
按照客人的訂房要求和喜好以及房間控制的政策分房。準備需要預(yù)分配的房間和貴賓預(yù)訂。
Performs room, rate and/or name changes.
執(zhí)行換房，改價或更改姓名。
Check in & check out individual guests and group.
為團隊和散客辦理入住和退房手續(xù)。
Check all arriving tours and do room assignments. Make copies of final tour list.
查看預(yù)抵團隊并分配房號。復(fù)印團單。
Review the name billing for the departure VIP/Long staying/group/meeting group’s billing, and make the necessary preparation.
提前查看預(yù)計退房的貴賓
/
長住客
/
團隊
/
會議團隊的賬單，并做必要的準備。
Anticipate guest’s needs through observation and offer prompt, efficient service either personally or through effective communication with other associates.
通過觀察或與其他同事的交流預(yù)見客人的需求，提供快速高效以及個性化的服務(wù)。
Consistently strive to meet and exceed the expectations of both internal and external guests.
始終努力達到和超越外部和內(nèi)部客人的期望。
Demonstrate comprehensive knowledge of Front Office procedures and computer system such like Opera and key card system.
充分掌握前廳的產(chǎn)品和電腦系統(tǒng)操，例如
OPERA
和鑰匙卡系統(tǒng)。
Deal with all guest requests promptly, taking personal responsibility to ensure guest satisfaction.
對客人的要求反應(yīng)迅速，主動承擔責(zé)任滿足客人的需求。
To check all mails messages, packages and other items held for arrival guest.
按照酒店的標準稱始終稱呼客人的姓名。
Use guest name whenever possible in accordance with hotel standards.
檢查是否有預(yù)抵客人的郵見，包裹和其它物品。
Handle guest messages, facsimiles and mail, ensuring that the information is passed on are accurate, complete and promptly delivered.
處理客人的留言，傳真和郵件，確保上述信息準確、完整、迅速的送達客人。
Convey information and messages to appropriate personnel in a timely and efficient manner.
迅速有效的傳達信息和留言。
Effectively communicate and liaise with associates on all levels, understanding the importance of
teamwork within hotel operations.
有效的與其他同事溝通和聯(lián)絡(luò)，理解酒店運作中團隊合作的重要性。
Promote the hotel and Wanda products and services.
促銷飯店與萬達的產(chǎn)品與服務(wù)。
Maintain a high level of product and service knowledge in order to explain and sell services and
facilities to guests.
維持對產(chǎn)品和服務(wù)的高度了解以便于向客人解釋及銷售服務(wù)和設(shè)施。
Be aware of facilities and points of interest within the city and surrounding areas to assist with any guest inquiries.
了解當?shù)丶爸苓吳闆r，為客人提供解答及幫助。
Be familiar with all room types, availability, rates, group movements and billing, daily events, promotions, VIP’ s and frequent guests.
熟知房型、房態(tài)、房價、團隊活動和賬單、每日重大活動、促銷、重要貴賓和?？?。
Ensure that all guests are warmly welcomed and recognized in accordance with hotel standards and the goals of
Marriott.
確?？腿耸艿綒g迎和認知，與酒店標準和萬豪標準一致。
Ensure all necessary information is obtained upon check-in, following hotel credit procedures.
確?？腿巳胱r得到所有必要的信息，執(zhí)行酒店的信用程序。
Be familiar with all vouchers and group billing procedures.
熟知所有的憑單及團隊結(jié)賬程序。
Assist with daily Marriott Member and frequent guest program administration.
負責(zé)萬豪會員賓客及常住客的日常接待工作。
Adhere to hotel credit procedures and policies at all times.
任何時候嚴格執(zhí)行酒店的信用政策和程序。
Handle the guest checkout process, ensuring billing processes and manual postings are conducted in
accordance with hotel standards.
處理客人退房程序，確保賬單和手工入賬符合酒店標準。
Be fully conversant and efficient in dealing with foreign currencies and their exchange rates in order to provide foreign exchange services to guests.
熟悉可供兌換的外幣以及兌換率以便提供外幣兌換服務(wù)。
Issue safety deposit boxes, cut and issue guest room keys in adherence with hotel security policy and procedures.
提供保險箱服務(wù)，根據(jù)酒店的安全政策和程序取消和發(fā)放客房鑰匙卡。
Maintain daily logbook and conduct informative handover to next shift ensuring that all relevant information is passed on clearly and any guest’s request are recorded.
完成工作日志，與下一班進行充分的交接，以確保所有信息被清晰傳遞
,
所有客人要求被記錄。
Maintain a clean and tidy work area in accordance with the hotel standards.
按照酒店標準，確保工作區(qū)域的清潔。
Adhere to hotel policy regarding uniform and personal presentation.
工服著裝和儀容儀表符合酒店規(guī)定。
Ensure that the Duty Manager is informed immediately of any emergency, security or health & safety matter.
確保任何突發(fā)事件，安全及健康事件立即通知值班經(jīng)理。
Any other duties as may be assigned from time to time.
承擔其他實時被委派的職責(zé)。
Be knowledge about Mobile check in, and know the daily mobile check in guest information. Lunch the control panel hourly, and operate as the right standard. Block room in system, and prepare the welcome folder, use the appropriate sentence warmly welcome mobile check in guest and escorting services.
了解手機辦理入住的標準操作程序
,
知道當日申請手機辦理入住的客人信息，每
1
小時登錄控制面板，并按標準程序來執(zhí)行操作。提前準備房間及文件夾，用正確的話語來歡迎及引領(lǐng)手機辦理入住的客人。
Be knowledge about Guest Voice system, know 6 keys points and department goal. Know department daily score and goal achievement status. Always provide warmly services to our customer, will to talk and get comments with guest, share guest’s feedback with related department and GSM, work to enhance guest’s staying experience.
了解客人滿意度調(diào)查系統(tǒng)，知道考核的
6
大項目及部門的指標。知道部門的每日得分及目標實現(xiàn)情況。為賓客提供熱情的服務(wù)，主動與客人溝通，征得客人的評語，并及時分享給相應(yīng)部門及賓客服務(wù)經(jīng)理，努力提高客人的入住體驗。
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.
要保障安全須嚴格遵守安全法規(guī)，與異常情況須及時上報。建立、支持所有的安全方案。行走在濕滑地面上要留意。在操作設(shè)備之前，確保已了解了安全說明。
C
omplete the other reasonable duties assigned by
HRM
.
完成上司分配的其他合理工作。
JOB SPECIFICATION
職位要求
:
Profile of Competency:
工作
能力
·
Prefer one year working experience in 5 star hotels.
一年以上五星級酒店工作經(jīng)驗者優(yōu)先
Language :
語言能力
·
Able to converse in English fluently
英語流利
Education :
教育
·
Preferably ‘O’ Level qualification
大學(xué)?？萍耙陨蠈W(xué)歷。
Job License
資格
/
等級證
:
·
N/A
