• 与酒店外的客人和个人进行交际，包括，但不仅限于现有和可能性的客户，公司代表，社团领导，政府官员，旅游业代表，供应商，竞争对手以及所在地的社区其他成员。 • 制定与实施战略方案，营销计划，预算和目标计划, 从而使酒店持续不断的获得顾客满意度，销售机会和利润率。 • 按照酒店的标准提供服务质量与用品，确保顾客满意度。 • 通过监督酒店的部门领导来管理所有酒店员工的职责。 • 监测目前和未来酒店业的趋势、经营和系统，并在此指导下，确定和保证有竞争力的计划的实施。 • 确保应急程序的执行，务必保障客人和员工的安全。 • 确定未来可能性的部门领导以及参加发展培训计划的人员。 • 制定并保持有效的内部交流和会议制度，以确保团队协作和生产力。 • 打造并保持酒店的知名度，参与酒店和业内以及社会和政府性质的社团活动。 • 同员工建立并保持良好的关系，包括同所有员工进行交流沟通。 • 协助现金管理项目的设制和监测工作，包括库存和待收款等。 • 制定奖励计划和广告促销活动从而获得市场知名度和顾客的光顾。 • 审查能源节约计划，确保在不影响人类舒适度的情况下消耗能源和公共设施。 • 监督采购工作以确保其符合洲际酒店集团的规章程序。 • 在总经理缺席时，承担必要的责任。 • 使总经理了解在其缺席期间所发生的任何预料之外的事件。 • 通过亲身参与所有潜在市场的各项活动来协助销售酒店。 • 确保酒店按照洲际酒店集团环境手册和相关的地方性法律法规实施优化环境措施。 • 必要时配合总经理和酒店员工的工作与活动。 • 和人力资源部一起进行人力规划和管理需求。 • 和财务总监一起编制和管理部门预算。

工作职责： 1. 协助完成宾客入住、退房、问询、行李寄存等前厅基础服务工作； 2. 负责电话接听、邮件收发及前台区域日常事务协调； 3. 配合部门开展客户满意度收集、信息登记及基础数据录入工作； 4. 参与岗前培训及在岗带教，遵守酒店服务标准与操作规范。 任职资格： 1. 在校大专及以上学历，旅游管理、酒店管理、商务英语等相关专业优先； 2. 具备良好的沟通表达能力与服务意识，能适应轮班制工作安排； 3. 普通话标准，具备基础英语听说能力者优先； 4. 无违法违纪记录，身心健康，能胜任一线服务岗位工作要求； 5. 实习期不少于6个月，可配合办理实习备案及保险相关手续。

工作职责： In absence of Manager, conducts shift briefings to ensure hotel activities and operational requirements are known 在经理缺席时进行交接班说明，确保了解酒店的活动和运营要求。 Prepares, cooks, serves and stores the following dishes: 进行以下菜肴的制作、烹饪、上餐和存储工作： Appetizers, Savories, Salads and Sandwiches 开胃菜、小菜、沙拉和三明治 Applies organization skills for mise en place 在开餐准备工作中发挥组织能力 Sauces 调味汁 Produces hot and cold sauces for menu items ensuring consistency 制作菜单上的冷、热调味汁并保证风格一致 Eggs, Vegetables, Fruit, Rice and Farinaceous Dishes 蛋、蔬菜、水果、米饭和谷粉制品 Poultry and Game dishes 禽类和野味 Meat dishes 荤菜 Meat marinades 腌肉 Carve meats 分割肉 Fish and shell fish 水产品 sauces for fish and shell fish 水产品用酱 garnishing techniques and methods of service for fish 对鱼进行装饰的技巧和方法 Pastry, cakes and yeast goods 面点、蛋糕和发酵食品 Decorate, portion and present 装饰、切片和装盘 Chinese Regional Dishes 中国地方菜 Prepares an extensive range of meat, vegetable, chicken and seafood dishes 制作多种多样的肉、蔬菜、鸡肉和海鲜等菜肴 Prepares sauces, condiments, seasonings and flavouring agents 制作调味汁、调味品、调料和调味剂 Prepares a range of specialty chicken and duck dishes 制作多种特色鸡肉和鸭肉菜 Prepares a range of specialty seafood dishes 制作多种特色海鲜菜 Prepares a range of vegetable dishes 制作多种蔬菜菜肴 Prepares braised meat dishes 制作炖肉菜 Prepares hot and cold noodle dishes 制作冷、热面条 Prepares specialty seafood dishes 制作特色海鲜菜 Prepares a range of vegetable dishes using regional cooking principles and specialty food presentation 使用地方烹饪法和特色食品外形处理，制作多种蔬菜菜肴 Prepares braised dishes according to regional style 按照地方风味制作炖菜 Prepares noodle dishes 制作面条 Prepares specialty menu items using specialized and preserved commodities 使用特别的腌制材料制作特色菜肴 Prepares specialty chicken and duck dishes 制作特色鸡肉和鸭肉菜 Prepares specialty seafood dishes 制作特色海鲜菜 Prepares a range of vegetable dishes 制作多种蔬菜菜肴 Prepares braised dishes according to regional style 按照地方风味制作炖菜 Prepares extensive range of regional food, including appetizers, soups, curries, sauces, dressings 制作多种多样的地方食品，包括开胃菜、汤、咖喱、酱汁、调味品 Prepares regional appetizers 制作地方口味的开胃菜 Prepares soups 做汤 Prepares regional sauces, dips and dressings 制作地方口味的调味汁、调味酱和调味品 Buffet Food 自助餐 Prepares and presents food for buffets 制作和摆放自助餐 Prepares and presents desserts for buffets 制作和摆放自助餐甜品 Stores buffet items 储存自助餐食品 Communicates politely and display courtesy to guests and internal customers 与客人和内部客户礼貌、友好的交流 。 Provides direction to the Kitchen helpers, including Commis, Cooks, Kitchen Attendants and Stewards 指导厨房帮手，包括厨师、厨房服务员和管事的工作。 Communicates to his/her superior any difficulties, guest or internal customer comment and other relevant information 与上级交流疑难问题，客人或内部客户的意见以及其它相关信息 。 Establishes and maintains effective employee working relationships 与员工建立并保持良好的工作关系 。 Attends and participates in daily briefings and other meetings as scheduled 按计划参加并参与每日例会及其它会议。 Attends and participates in training sessions as scheduled 按计划参加培训活动 。 Prepares in advance food, beverage, material and equipment needed for the service 事先准备服务所需的食品、饮料、材料和设备。 Cleans and re－sets his/her working area 清洁并整理工作区域。 Implements the hotel and department regulations, policies and procedures including but not limited to: 实施酒店和部门的规定、政策和工作程序，包括但不限于： House Rules and Regulation 酒店的规则和规定 Health and Safety 健康和安全 Grooming 仪表仪容 Quality 质量 Hygiene and Cleanliness 卫生和清洁 Works with Supervisor in manpower planning and management needs 和上级领导一起进行人力规划和管理需求。 Other reasonable Ad hoc tasks assigned by supervisor 其他由主管分配的合理任务 任职资格： Required Skills 技能要求 Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. 完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。 Food service permit or valid health/food handler card as required by local government agency. 食品服务许可或当地政府规定的有效的卫生或食品上岗证。 Problem solving and training abilities. 解决问题和培训的能力。 Qualifications 学历 Diploma or Vocational Certificate in Culinary Skills or related field. 餐饮技能或相关专业的大专或职业证书。 Experience 经验 2 years experience as a cook or an equivalent combination of education and experience. 2年厨师工作经历或与此相当的教育和相关工作经验结合的背景。

工作职责： 1. 负责所辖厨房区域的日常生产管理，确保菜品出品质量、规格及出餐时效符合标准； 2. 组织安排本岗位员工排班、备料、加工及清洁工作，监督执行食品安全与操作规范； 3. 参与菜单研发与成本控制，协助主厨优化工艺流程、降低物料损耗、提升出品稳定性； 4. 指导并培训下属厨师，落实岗位技能带教与绩效反馈，营造积极协作的团队氛围； 5. 配合完成食品安全检查、设备维护、台账记录等合规性管理工作； 6.组织厨房运营并制作和送上各种菜肴，监管厨房团队中的下级员工。 7.遵守当地的卫生和安全法规，或其它适用的规定，以及品牌规范和当地的规章制度。 任职资格： 1. 具有3年以上中高端餐饮企业同岗位工作经验，熟悉标准化厨房运作流程； 2. 精通至少一个菜系（如粤菜、川菜、淮扬菜等）或西餐专项制作工艺，具备独立出品能力； 3. 持有有效的健康证明及国家认可的中式烹调师（四级/中级）或以上职业资格证书； 4. 具备基础食品安全知识和现场管理能力，了解《食品安全法》《餐饮服务食品安全操作规范》相关要求； 5. 具有良好的沟通协调能力、责任心强，能适应餐饮行业弹性工作时间安排。

工作职责：运用销售技巧和房间销售升级推广洲际酒店集团的产品和服务· 准备和执行增加预订销售和相关业务的工作计划· 记录和处理通过电话，传真，电子邮件进行的预订· 接受等候单上的客人预订· 修改延期和提前离店等特殊情况的预订记录· 调查和记录未按预订抵店的预订情况· 对团组或会议的特别账单安排进行记录· 与前厅部经理或财务经理联系要求信用审批的预订事宜· 掌握关于特价，酬宾，促销活动的信息· 监测预订情况，并向经理通报目前和将来的入住率· 按照要求准备报告（如给旅行代理人和商业机构的报告等）· 准备预订销售报告任职资格：1. 大专及以上学历，酒店管理、旅游管理或相关专业优先。2. 至少2年以上酒店预订或相关领域工作经验，有管理经验者优先。3. 具备良好的沟通能力和客户服务技巧，能够处理各种客户请求和问题。4. 熟练使用预订系统及办公软件，如Word、Excel等。5. 具备较强的组织协调能力和团队合作精神，能够高效管理预订团队。6. 具备良好的数据分析能力，能够从预订数据中提取有价值的信息。7. 工作认真负责，注重细节，能够在压力下保持冷静和高效。8. 具备良好的英语听说读写能力，以便与国际客户沟通。

工作职责：to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure确保来宾始终得到礼貌接待及充分的注意和重视，由此实现最大的客人满意度to ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service确保优悦会会员始终得到全部优惠，常客和其它贵宾也得到特别关照Inspects all VIP rooms prior to arrival在贵宾到达前对贵宾房进行检查Greet VIP guests personally亲自迎接贵宾Liaise with other departments and necessary outside contracts to ensure excellent service delivery与其它部门和必要的外部承包商联系，以确保提供高质量的服务Oversee maintenance of efficient repeat guest history system对高效的常客客史档案系统维护实施监管Promote Inter－Hotel sales and in－house facilities促进店际销售及完善内部设施Perform such functions as to include but not be limited to:行使下列功能，包括但不仅限于：IHG Rewards Club and regular guest welcome letters向IHG优悦会会员和常客致欢迎信Solicitation of IHG Rewards Club applications发展IHG优悦会会员Attending to special requests by guests回应客人提出的特别要求Develop and implement guest telephone contact systems开发和应用客人电话联系系统Handle guest complaints and refer them as necessary, follows up on corrective action处理客人投诉，如有必要则将其提交给有关部门，并对纠正措施进行跟进Compile, analyze and control guest relations’ costs对客户关系部的成本情况进行编写、分析和控制Schedule and attend regular Priority Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery计划并参加优悦会和贵宾的定期鸡尾酒会和社会活动，以便进一步提高服务质量Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests查阅来客单，检查对客人和贵宾的房间分配情况、各类设施情况以及特别申请Prepare requisitions for amenities on a timely basis及时准备设备使用申请Overall responsible for ensuring and maintaining the entire range of services offered for the Club Floor and Club Lounge with the aim to maximum guest satisfaction确保向行政楼层和行政俱乐部提供全方位的服务，最大程度的获得宾客满意度Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary评估所有员工的外在形象、守纪情况和工作效率并进行直接监管，如有必要，可采取直接的纠正措施Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations织和召开客户关系部全体人员参加的会议，以加强交流和保证业务的顺利进行Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures在考虑酒店入住情况和预测以及大规模的团组活动，特别是关于提前或延迟到达及离店的情况的前提下，为客户关系部员工准备高效的工作计划，安排节日和假日任职资格：.

工作职责：1、健全各种问讯资料。2、掌握客房预订情况，向部门经理报告重要团体和客人的订房情况，检查VIP通知单的发送情况，负责VIP接待工作的落实。3、处理总台工作中的差错，处理宾客有关投诉。4、负责总台财产、设备的使用管理和保养工作，及各类资料的收集、存档及管理工作。5、检查每日的报表是否有误，并及时纠正。6、建立体质良好的宾客关系，努力增加客房销售。任职资格：1、有同岗位工作经验。2、有良好的团队领导精神及执行力。工作认真负责，作风正派。3、熟练掌握前厅部工作的各个环节和程序。4、身体健康，品貌端正，气质高雅。5、掌握酒店管理基础知识，善于同宾客交往、沟通，处理周到、果断，能独立处理各种投诉。

工作职责：运用销售技巧和房间销售升级推广洲际酒店集团的产品和服务· 准备和执行增加预订销售和相关业务的工作计划· 记录和处理通过电话，传真，电子邮件进行的预订· 接受等候单上的客人预订· 修改延期和提前离店等特殊情况的预订记录· 调查和记录未按预订抵店的预订情况· 对团组或会议的特别账单安排进行记录· 与前厅部经理或财务经理联系要求信用审批的预订事宜· 掌握关于特价，酬宾，促销活动的信息· 监测预订情况，并向经理通报目前和将来的入住率· 按照要求准备报告（如给旅行代理人和商业机构的报告等）· 准备预订销售报告任职资格：.

【岗位职责】 1、负责饼房制作食品的质量，检查食品所应达到的味道、温度和成色。 2、对本区域内的各种机器和设备进行检查和管理，防止酒店财产遭受损坏和丢失。 3、经常了解可改进食品质量或降低食品成本的新产品。 4、每日准时供应不同的糕点、果仁糖和各种制品，并随时查看，短缺时予以补充。 5、经常教育和训练员工提高制作糕饼的技术及装饰的技巧，短缺时予以补充。 6、负责婚礼、生日、纪念等特式糕点的准备和装饰工作。 7、负责热菜所需的各种面包、热狗包、汉堡包和各种甜点的制作。 【岗位要求】 1、中专学历以上。 2、具有西饼房相关管理工作经验1年以上。 3、熟悉西式面包制作，有一定的创新意识 。

Attends to all types of repair and maintenance work in the Hotel premises including any new additions / extensions to the Hotel or any other properties maintained by the Hotel. 参加酒店范围内的各类维修和保养工作，包括酒店的新增和延伸设施或由酒店提供维修保养的任何其他物业。 Advises improvements to the present system in order to optimize the operating efficiency and economy of the said system. 对现有的系统提出改进建议，从而优化该系统的运作效率和经济节约。 Coordinates and attends/distributes all work orders directly to his staff for action on a daily basis, giving priority to guest complaints. 每天协调并参加/向员工直接分配实施所有的工作定单，优先处理客人投诉。 Prepare engineering department required spare parts list. 准备工程部必要零部件清单。 Prepares PM annual plan and a monthly Maintenance Status Report. 准备项目管理年度计划和每月的维修情况报告。 Ensures that the water treatment and water treatment testing is being carried on 确保实施水处理和水处理检测 Supports and initiate programs for the improvement procedures and the reduction of energy and utility costs.  支持和发起降低能源及公共设施成本和流程改进的计划 Analyses and monitors energy costs and expenditures for the department.                  分析和监督本部门的能源成本和支出 Provides a weekly report of any plant or equipment witch is Out Of Order and the action taken. 提供发生故障的机房或设备的周报告以及采取的行动。 Supervises outside contractor when working on plants or equipment in order to ensure high standards of workmanship.  监督外部承包商对机房或设备的相关工作，以确保高标准的工艺水平。 Overall supervision of all shift personnel during his/her shift. 当班期间对所有当班员工的监督和管理。 Ensures that house rules are followed and obeyed. 确保遵守和奉行内部的规定。 Ensures punctual attendance and adherence to duty schedules by all subordinate staff. 确保所有下属员工准时参加和遵守工作日程表。 Ensures that personal grooming and hygiene standards are being observed. Does spot checks in the morning. 确保遵守个人仪容和卫生标准。在早晨进行抽查。 Ensures all subordinate personnel follow the Engineering Standards and Procedures as issued from time to time. 确保所有下属员工遵守不定时发布的工程标准和程序。 Coordinates with related department for the PM/PMM/FPMM schedule and work execution 与相关部门协调PM/PMM/FPMM日程安排和工作执行 Interacts and cooperates with Hotel guests and outside contractors as necessary or directed by superior. 必要时或在上级的指导下与酒店客人和外部承包商沟通和合作。 Interacts and cooperates with other departments when necessary to provide additional or specialized services for functions, promotions and festivities. 必要时与其他部门沟通和合作，为宴会、促销活动和节庆活动提供额外或专门的服务。 Ensures smooth and continuous functioning of required equipment for the total hotel building and its interior, thus achieving maximum efficiency and guest satisfaction. 确保酒店整体建筑及其内部必要设备的平稳、持续运作，从而实现效率和宾客满意度。 Is responsible for work safety on his/her shift. 负责当班期间的工作安全 Demonstrate Awareness of IHG Personal Protective Equipment (PPE) policies and procedures and ensure all procedures are conducted safely and within PPE guidelines and ensure your direct reports do the same 展示对IHG个人防护装备（PPE）政策与程序的认识，确保安全地实施所有的程序并符合PPE指导准则，并确保你的直接下属同样如此。 Be aware of duty of care and adhere to work place health and safety related various IHG policies and procedures 具备谨慎责任意识，并遵守各种与工作场所的健康与安全相关的IHG政策与程序 Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly 熟悉物业安全、急救和消防及应急程序，安全、合理地操作设备 Initiate action to correct a hazardous situation and notify supervisors of potential dangers 主动采取行动处理有危险的情形，并将潜在危险通知主管 Log security incidents and accidents in accordance with hotel requirements 根据酒店要求记录安全事件和事故 Prepares a monthly Maintenance Status Report. 准备每月的维修进度报告 Carries out regular fire alarm test. 定期实施火灾报警检测 Ensures that the work shop and related areas are kept in a clean and tidy condition. 确保工作场所及相关区域保持干净和整洁。 Complies with Hotel's Health, Safety & Hygiene Policy. 遵守酒店的健康、安全和卫生政策。 Ensures that all Equipment is in good working condition according to the engineering standards. 确保所有设备处于良好的工作状态，符合工程标准。 Maintains clean and tidy Plant rooms and equipment throughout the hotel according to the engineering standards. 保持酒店各处机房和设备的干净和整洁，符合工程标准 Ensures that availability of Plant and Equipment is 100% at all times. If breakdowns occur, ensure that the necessary repair is carried out without delay.                                        确保机房和设备在任何时候均100%可用。如果发生故障，确保毫不延迟地实施必要的维修。

【岗位职责】 1、负责微信公众号、抖音号等自媒体的平台日常运营和维护工作，为公司整体品牌传播和营销服务，高效产出年轻人喜欢的热点视频内容，提高用户的关注度和粘性； 2、吸收掌握并实时更新公司的产品、技术、文化及其他有价值的知识，结合时下的热点，把其转化成针对不同用户实时调整和更新微信、小视频等推广内容，并利用不同的方式传播； 3、制定并实施清晰的用户互动策略，增加粉丝数量，粉丝活跃度和忠诚度； 4、跟踪新媒体平台推广效果，分析数据并反馈，总结经验，建立有效运营手段提升用户活跃度，增加粉丝量。 【岗位要求】 1、传媒、新闻、广告、互联网等相关专业，有XXX年以上新媒体相关的工作经验； 2、热爱新媒体运营，具有较强的运营管理、专题策划、信息采编整合能力； 3、有洞察力，每日追踪实时热门话题并捕捉其亮点，有娱乐精神，脑洞大，创意多； 4、有一定的审美素养，对拍摄、修图技能、视频剪辑技能掌握者优先； 5、 良好团队合作精神，较强的执行力及责任心，独立思考能力 ，观察力和应变能力； 6、有新媒体运营经验者优先，具备项目运营能力者优先。

【岗位职责】 1、负责酒店防损部门的日常运营和管理工作，确保酒店资产安全 2、制定并执行酒店防损政策和流程，预防和减少损失 3、监督酒店各区域的安保措施，包括监控系统、门禁系统等 4、处理突发事件和紧急情况，协调相关部门进行应急响应 5、定期对酒店进行安全风险评估，提出改进建议并落实 6、培训和管理防损团队，提升团队专业能力和工作效率 7、与当地执法部门保持良好沟通，协助处理相关案件 【岗位要求】 1、具备较强的安全管理意识和风险防范能力 2、熟悉酒店行业防损工作流程和相关法律法规 3、良好的沟通协调能力和团队管理经验 4、能够承受工作压力，具备处理突发事件的能力 5、具备一定的分析判断能力，能独立解决复杂问题 6、熟练使用办公软件和安防监控系统

1. Assist Reception Manager to oversee the Front Desk together, ensuring all services are provided according to standards required 和前台经理共同督导和管理前台，确保各项对客服务达到标准 2. To ensure that all personnel report for duty punctually wearing the correct uniform and nametag at all times 确保员工着装规范及正确佩戴铭牌 3. To ensure that all guests are provided with a courteous and professional service at all times 确保所有住店客人都得到始终如一的恭谦有礼的职业化服务 4. To supervise the employees within the department, ensuring that the correct standards and methods of service are maintained as stated in the Departmental Operations Manual 管理及督导部门员工，确保各项服务达标并始终维持高标准 5. To maintain a clear and tidy work area and check daily functioning of all equipment 维护干净整洁的工作环境，并检查所有工作设备 6. To keep the Front Office Manager and Reception Manager up to date on staff performance 协助前厅经理及前台经理提升前台员工的工作表现 7. To report to the Front Office Manager and Reception Manager on the daily operation 向前厅部经理及前台经理汇报每日工作情况 8. To work closely with Reservations for daily arrivals and guest recognition in accordance with departmental policies and procedures 和客房预订部紧密联系，以确保预抵店客人的各项要求按规定得到有效跟进和满足 9. To monitor the posting of all charges, and verify their accuracy as required 核查帐目入帐情况，并确保其准确性 10. To up sell Rooms, Food and Beverage outlets and other facilities whenever opportunities arises 利用一切机会推销酒店客房，餐饮及相关服务设施 11. To promote schemes to our potential guests whenever possible 利用一切机会发展酒店会员 12. To ensure guest registration cards, back-up vouchers and documents are filed accurately and according to the standards required. 确保客人的登记单，各类入住凭证和文件资料都按要求妥善准确的分类存档 13. To check all due out folio’s each morning for accuracy and presentation, and to ensure follow-up of all due out rooms is made from the departure list by 14:00 hrs each evening. 核查当日所有预离店帐目，以确保帐单的准确性，并在每日下午二点前完成所有当日预离店房间的核查 14. To check cashiers checked-out folio’s, ensuring that all necessary vouchers are attached, that City Ledger transfers are handled correctly and that al is in compliance with Credit Policies. 检查前台员工退房帐目的处理，以确保所有的入住凭证无一短缺，所有挂帐、转帐都依照酒店的信用政策正确处理 15. To ensure all Front Office staff has sufficient floats/banks to service all guests during their shift. 确保前台所有员工都有足够的备用金和零钱以满足客人的兑换需要 16. To maintain control over the credit limits of all in house guests, liaising with Assistant Managers on follow up to ensure all folio balances remain below hotel Credit limits. 核查所有住店客人的帐户额度，对客人超额情况进行跟进和处理，以确保所有客人的信用额度都在酒店规定之内 17. To maintain strict control over the return of room keys on guest check out, ensuring guests are charges for losses according to policy. 在客人退房时收回房卡钥匙，并确保客人的帐目无一遗漏全部结算妥当 18. To monitor all arriving guests through guest arrival list ensuring that all rates, vouchers required and credit requirements are followed-up 按照当日预抵报表核查当日所有抵店客人，确保其房价、入住凭证和相关入住所需凭证都得到妥善的跟进 19. To ensure that all Day Use charges incurred are posted upon checkout and payment received. 确保所有白天用房的房价都在客人离店前妥善入帐，所有的付款都能收到 20. To monitor guest registration cards ensuring that staff adhered to standard required 核查客人登记单以确保员工按标准操作 21. To monitor and ensure rooms are ready for arrival guests. 复查并确保客房都在客人抵店前准备完毕 22. To report for duty punctually wearing the correct uniform and name tag. To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department grooming standards. 核查员工着装及铭牌佩戴情况，确保员工依照酒店的卫生要求和仪容仪表展示给客人一个高标准的精神面貌 23. To provide friendly, courteous and professional service at all times 在任何时候向客人提供友善的、恭谦有礼的职业化服务 24. To maintain good working relationships with your colleagues and all other departments. 和所有的同事及其它部门维持良好的工作关系 25. To ensure you read the hotel’s Employee Handbook and have an understanding of and adhere to the hotel’s rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety. 确保自己熟知并理解员工手册的所有内容，确保能严格贯彻酒店的各项规章制度如防火、健康卫生、安全等 26. To comply with local legislation as required. 严格遵守当地法律法规 27. To respond to any changes in the department as dictated by the needs of the hotel. 对因酒店的需求而引起的部门中的变化，做出积极的应对 28. To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs. 灵活处理工作任务的分派，以满足实际业务要求和宾客需求 29. To attend training and meetings as and when required. 按需出席及参与各类培训和会议

1. Bell person must attend daily briefings conducted by the duty chief/Chief Concierge at the beginning of each shift 行李员每日上岗前要参加由礼宾部经理和主管主持的简报会 2. Greet all arriving and departing guests with a smile and eye-contact 用微笑和目光接触问候所有抵店和离店的客人 3. Deliver and collect baggage for arriving and departing guests and groups 使礼宾部经理和领班 知道客人需求和偏好 4. Give guest an introduction to the facilities in the guest room, i.e. air-conditioning control, light switches, Safety box, TV, telephone, wardrobe, etc. when rooming the guest 为所有住店客人介绍客房设施,例如:空调控制,电灯开关,保险箱,电视,电话,衣橱等 5. Check closets and drawers to see if guest have forgotten items when collecting luggage 在收取行李时检查壁橱和抽屉确认客人没有遗留物品 6. Log all deliveries to guest rooms 登记所有递交给客人的物品 7. Give careful attention and assistance to disabled guests 给予残疾客人以特别的关注与帮助 8. Accept baggage that guest may wish to keep in storage, issues claim ticket and record in the Record Book accordingly 接受客人要寄存的行李，交给客人行李寄存卡，并相应地在记录本上登记 9. Have thorough knowledge of all hotel facilities and hours of operation, to be able to respond to guests’ questions correctly 熟悉饭店所有设施、营业时间，能够正确回答客人的提问 10. Answer the telephone promptly and courteously 迅速地、彬彬有礼地回答客人的电话 11. Maintain operating equipment in good working order 维持营业设备良好的工作状态 12. Keep working areas neat and tidy at all times 随时保持工作区域的干净与整洁 13. Undertake assignments as delegated by your superiors 完成你上级委派的任务 14. Escort Guests and visitors to areas in and around the Hotel. 协助维持酒店主要入口处交通、 停车秩序

1. 数字战略与规划：· 制定并执行酒店年度数字营销战略、预算及KPI体系，与酒店整体商业目标对齐。· 深入分析市场趋势、竞争对手动态及宾客行为数据，持续优化战略。· 管理数字营销预算，确保资源的有效分配和投资回报率。2. 渠道运营与优化：· 官方网站与直接预订： 优化酒店官网的用户体验、转化率和搜索引擎友好度，制定策略最大程度提升直接预订量，降低对OTA的依赖。· 搜索引擎营销： 主导SEO（搜索引擎优化）策略，提升自然搜索排名；管理SEM（搜索引擎营销）活动，包括谷歌广告等，控制获客成本。· 社交媒体营销： 制定并执行跨平台（微信、微博、小红书、抖音、Instagram、Facebook等）的内容与互动策略，提升品牌互动、粉丝增长和口碑。· 在线旅行社合作： 与OTA（如携程、飞猪、Booking.com等）合作伙伴紧密协作，管理房源、价格、内容及促销活动，优化排名和产量。· 电子邮件营销： 策划并执行针对不同细分客群（如新用户、常客、休眠客户）的自动化邮件营销活动，提升客户忠诚度和复购率。· 内容与口碑管理： 规划高品质的内容日历（图文、视频、博客）；监控并管理各大旅游点评平台（如TripAdvisor、猫途鹰、谷歌点评）的声誉，及时回应并提升评分。3. 数据分析与洞察：· 利用Google Analytics, 百度统计，各渠道后台数据等工具，监控、分析并报告所有数字营销活动的绩效。· 建立数据看板，定期向管理层汇报关键指标（如流量、转化率、直接预订比例、客房收入、ROI等），并提供 actionable insights。· 进行A/B测试，持续优化落地页、广告创意和用户路径。4. 团队协作与领导：· 领导并激励数字营销团队，培养团队成员的专业能力。· 与收益管理、销售、宴会销售及运营部门紧密合作，确保营销活动与房价策略、房态、酒店活动无缝衔接。· 管理与外部机构（如广告公司、内容创作者、KOL/KOC）的合作关系。任职要求必备条件：· 本科及以上学历，市场营销、数字媒体、商业管理等相关专业。· 至少5年以上数字营销经验，其中不少于3年在酒店、旅游或高端服务业担任数字营销管理职务。· 精通中国本土数字生态（微信生态、小红书、抖音、OTA）及国际主流数字渠道。· 出色的数据分析能力，能熟练运用数据分析工具指导决策。· 优秀的项目管理和多任务处理能力，能在快节奏环境中工作。· 卓越的中英文沟通、演示和写作能力。优先考虑：· 有国际酒店集团或国内高端奢华酒店工作经验者。· 拥有成功的直接预订提升或数字化创新项目案例。· 熟悉酒店CRS/PMS系统（如Opera）及客户关系管理系统。· 具备一定的团队管理经验。

MAJOR RESPONSIBILIES责任概要: To do whatever it takesto provide exceptional service for our external and internal customers and to strivefor excellence to achieve customer satisfaction. 尽可能为内部和外部客人提供优异的服务，以创造更加出色的客人满意度。 The supervisors’ mainfunction is to promote and ensure guest satisfaction, achieved through his/herability to develop and maintain a strong team environment, placing emphasis onassociate satisfaction and delivery of prompt, courteous, correct service.Supervisors are accountable for sales and profit in his/her area. Supervisionof the whole team including regular checks on all Marriott Brand Standards suchas 15 minutes Training sheet, taste panel sheet, pre shift meeting sheet.协助餐厅经理完成餐厅的日常运作，秉持收益最大化，支主管人员的主要职责是：确保通过为服务人员提供迅捷，礼貌，正确的服务使他们得到一个满意的工作氛围，且建立并保持一个强大的团队，从而使客人得到更周到的服务。主管人员应具备针对市场及利润的敏感度。监督整个团队，包括定期检查所有万豪品牌标准，如15分钟培训表，品尝表，班前会议表。SPECIFICDUTIES工作任务: 1. Open and close shift in accordance with manager’s checklist. 根据开餐关餐的检查表格安排和检查餐厅的各项工作。2. Initiate aggressive guest interaction throughseeking and soliciting feedback from guests.积极于客人沟通并得到服务意见反馈。3. Train, maintain and enforce all Marriott servicestandards using use records, menus and appropriate reference materials.根据菜单等相应规章制度，培训，保持，强化全部万豪服务标准。4. Properly execute revenue and check controlprocedures on shift.认真进行收入掌控及账单管理。5. Handle daily associate relations (e.g., scheduling,time adjustments).处理日常员工问题，如排班，加班调整等。6. Maintain a safe and sanitary work environment forall associates and guests. 为客人和服务人员提供并保持一个安全洁净的用餐及工作环境。 7. Gather and implement all proper tools for runningshift,( e .g ., schedules, floor plans, reservations, checks ). 管理全部运营所需工具，如排班表，预定表，账单等。 8. Find solutions for problems such as call outs, lastminute bookings or any other daily problems that may arise.处理各种突发问题，如客人大声喧哗，满座等。9. During shift, ensure that guests are satisfied byassisting with serving, seating, and communication with kitchen and by strivingto speak to all guests.服务期间，保证客人从入座到就餐和对与厨房的沟通以及适量交流都感到满意。10. Be on the floor during entire meal period andensure adequate coverage.服务期间保证在场，并提供足够帮助。11. Conduct taste panels and menu classes on a dailybasis. 每天设计调味盘和菜单分类。12. Ensure that only a quality product is being served..确保客人收到标准产品。13. Monitorhours and staffing on a daily basis, with accurate scheduling in line forecastand budget guidelines. 每日根据预测和预算制定相应的人力安排。14. Ensure all sidework is doneon daily basis. 确保每日的附属工作完成。15. Maintain proper associate uniform standards. 确保服务人员着装得体。16. Manage an effective repair and maintenance programthrough the use of work orders, inspections, etc. 通过下工作单，检查等手段管理一个高效设施修理和维护系统。17. Assist any associate inhis/her job performance, when required, to ensure guest satisfaction. 帮助服务人员完成其工作来使客人满意。18. Exercise station rotation to ensure stations aredistributed fairly.有效管理餐台分布以及使服务人员得到均等的工作量。19. Implement a departmentaldaily “15Minute”training program. 每日进行15分钟的职业培训课程。20. Implement an effective training program for new andcurrent associates using use records, menus and appropriate reference manuals. 通过记录，菜单等工具对新员工进行高效的培训。21. Encourage problem solving by associates throughproper training and empowerment.建鼓励服务人员通过其培训知识和授权来解决问题。22. Establish effectivecommunication with associates to gain their trust and respect. 于服务人员建立有效地沟通来得到他们的信任和尊重。23. Attend associate meetings.出席员工会议。24. Demonstrate positive inter-departmental relations. 在部门间协调上起到示范作用。25. Responsible to follow and implement all Safety& Security Standards. 贯彻执行部门所有安全及保卫工作。26. Responsible for the maintenance of discipline and ahigh level of morale among associates.负责部门内部员工的纪律管理制度的执行。27. Communicate directly, and/or through the use of thelog book, to next shift supervisor.通过口头，工作日志等工具与同事交接沟通。28. Identify and recommend incentive programs, newideas and methods of operation.为更好地运营提供新颖的各种创新。29. Implement and follow through on all bookings ofrestaurant parties and room service hospitality suites and effectivelycommunicate to all managers.基于各种预定进行工作，保持于各部门经理的有效沟通。30. Assist in the development and execution of themarketing plan of assigned outlets.实行市场推广计划

Hotel Marketing and Advertising酒店营销与广告 · Executes annual marketing plan to budget, in consultation with the GM, Food and Beverage leader, Operations leaders, and cluster marketing and ecommerce teams. 与总经理、餐饮领导、运营领导、区域营销和电子商务团队协商，执行年度营销计划。 · Partners with Operations, Food & Beverage and Sales teams to execute promotions and campaigns to target in-house guests with promotions that drive incremental revenue to the hotel. 与运营、餐饮和销售团队合作，执行针对酒店内部客人的促销活动，增加酒店收入。 · Acts as the liaison between the marketing department and advertising agency on the tactical advertising campaigns' creative and media plans, particularly for food and beverage promotions. 作为市场部和广告公司之间的联络人，负责营销活动的创意和媒体计划，特别是食品和饮料的促销。 · Manages F&B media schedules and verifies prompt settlement of accounts. 管理餐饮媒体日程安排，并核实及时结算。 · Partners with property Revenue Management to verify correct offer loading, verifying advertisement targeting is correctly directed at relevant consumer groups. 与酒店收入管理合作，验证正确的报价加载，验证广告定位正确地针对相关消费者群体。 · Executes email marketing, and display advertising. 执行电子邮件营销和展示广告。 · Maintains frequent, active engagement with Cluster eCommerce manager to verify alignment, pull-through, and 2-way communication about the status, performance evaluation, opportunities, and issues related to online programs and initiatives. 与区域电子商务经理保持频繁、积极的接触，以验证一致性，并就在线项目和计划的状态、绩效评估、机会和问题进行双向沟通。 · Verifies all advertising for the hotel in digital channels is in alignment with brand voice. 确认酒店所有的数字渠道广告都与品牌声音一致。 Social Media Content Management社交媒体内容管理 · Facilitates social media engagement and updating content in local digital channels (e.g., hotel website, travel sites). 促进社交媒体的参与和本地数字渠道的内容更新(如酒店网站、旅游网站) 。 · Develops and executes promotions campaign in F&B, weddings, spa, rooms and conferences through relevant digital and social media channels. 通过相关的数字和社交媒体渠道，开发并执行餐饮、婚礼、水疗、客房和会议的促销活动。 · Engages in proactive online reputation management by surfacing relevant guest comments (positive or negative) in social media channels and responds accordingly. 通过在社交媒体上发表相关的客人评论(正面或负面的)，并做出相应的回应，积极参与在线声誉管理。 Public Relations and Visual Asset Management 公共关系和视觉资产管理 · Develops a comprehensive PR plan per quarter along with agency and further discuss with DOM/GM for approval. 每季度与代理商一起制定全面的公关计划，并与市场销售总监和总经理沟通确认，并获得批准。 · Maintains a comprehensive list of local media contracts, with particular emphasis on food critics and bloggers. · Manages assigned accounts as per the media account management system. 维护一份全面的当地媒体合同清单，特别关注美食评论家和博客。 · Writes and distributes all press releases for property events, promotions, and outlets. 撰写和分发所有关于房地产活动、促销活动和销售点的新闻稿。 · Manages the execution of hotel sponsored events, community/government relations activities, and press promotional activities. 管理酒店赞助活动、社区/政府关系活动和媒体宣传活动的执行。 · Supports pull through of impactful PR strategy & activities to drive quality press coverage through media engagement, in alignment with communications objectives. 支持有效的公关策略和活动，通过媒体参与推动高质量的媒体报道，与传播目标保持一致。 · Verifies the news clippings and other online, print, and social media mention report is completed on a monthly basis for property distribution. 核实新闻剪报和其他在线、印刷和社交媒体提及报告已完成每月的基础上的财产分配。 · Manages external vendors and media agencies; works with agency partners and continent PR leader to identify strategic media buys for their hotel(s). 管理外部供应商和媒体代理;与代理商合作伙伴和大陆公关负责人合作，为他们的酒店确定战略性的媒体购买。 · Surfaces and vets PR leads from the regional MarCom Leader regarding which are the best media to promote the hotel. 从区域市场传媒的领导那里了解和确认哪些是最好的媒体平台，来宣传酒店。 · Supports the co-ordination of photography for F&B advertising, collateral and public relations purposes between the hotel, advertising agency and the regional field marketing teams. 协助酒店、广告公司和区域市场营销团队在餐饮广告、宣传品和公共关系方面的摄影协调工作。 · Manages photo shoots for seasonal or festive promotions in partnership with the cluster or area marketing team. 与区域营销团队合作，管理季节性或节日促销的照片拍摄。 · Acts as central point of contact for regionally approved local photographers for food, amenity, and property imagery; coordinates with area or cluster marketing to verify all photography adheres to brand voice. 作为区域认可的当地食品、设施和酒店专门的摄影师的中心联络点；与区域进行市场协调，确保所有的摄影作品都符合品牌的声音。 Direct Marketing and Collateral Development 直接营销和印刷品的开发 · Coordinates and executes Hotel and F&B printed materials. 协调并执行酒店和餐饮部的印刷材料。 · Controls quantity and inventory of all Hotel marketing collateral and verifies copies are filed in a comprehensive manner. 控制所有酒店营销资料的数量和库存，并确认复印件已全面归档。 · Assists in the production of all property, F&B display, and temporary signage in hotel public areas. 协助制作酒店公共区域的所有酒店、餐饮展示和临时标识。 · Promotes collection of competitors collateral and publicity on a monthly basis. 每月推动竞争对手资料的收集和宣传。 · Manages the execution of F&B direct marketing activities. 管理餐饮直接营销活动的执行。 · Verifies all collateral is as per brand standard guidelines and in compliance with Brand Standard Audit (BSA). 确认所有附属品符合品牌标准，并符合品牌标准审核(BSA)。 General综合 · Assists and manages the development, co-ordination and execution of all communications activities with a strong emphasis on property F&B promotions and campaigns. 协助和管理所有传播活动的发展、协调和执行，重点是酒店餐饮推广和活动。 · Helps with the publication of hotel’s newsletter(s). 协助酒店简讯的出版。 · Supports communications duties and functions as deemed necessary. 在必要时支持沟通职责和功能。 · Assists in the liaison and execution of joint F&B promotions. 协助餐饮部联合促销活动的联络和执行。 · Works with eCommerce to verify the Hotel’s website and related websites are updated on a regular basis. 与电子商务部门合作，确保酒店网站和相关网站定期更新。 · Partners with Director of Marketing to create marketing plan aligned to hotel sales and revenue strategy. 与市场总监合作，根据酒店销售和收入策略制定市场营销计划。 · Provides training and marketing leadership and act as a marketing subject matter expert for GMs, Sales Leaders and Managers, and Revenue leaders. 提供培训和市场领导，并作为总经理，销售领导和经理，以及收入领导的市场主题专家。 · Coordinates with property and above property eCommerce and Revenue Management teams to report success of property marketing and eCommerce performance. 与酒店及以上酒店的电子商务和收益管理团队协调，报告酒店营销和电子商务的成功表现。 · Keeps abreast of competition and its collateral, advertising, and marketing efforts and constantly evolving digital and marketing trends. 跟上竞争及其附属品、广告和营销努力，并不断发展数字和营销趋势。

Reservation Services预订服务 · Verify all reservation information with callers to ensure accuracy. 与来电者核实所有预订信息，以确保准确性。 · Accommodate and document special requests in an accurate and efficient manner. 以准确高效的方式满足并记录特殊要求。 · Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers. 指定确认/取消号码，并清楚地将此信息传递给来电者，让他们选择通过电子邮件或传真这些号码。 · Determine the most appropriate room type to meet guest requirements and maximize room rate. 确定最合适的房间类型，以满足客人的要求并最大限度地提高房费。 · Explain guarantee and cancellation policies to callers. 向来电者解释保证和取消政策。 · Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days. 使用销售技巧协助客人预订，包括个性化电话，了解客人的全部需求，建议替代日期，或在客满的日子指导客人到姐妹酒店。 · Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events). 回答客人关于物业设施/服务的问题(例如，营业时间，房间可用性，限制日期，价格和房间类型，套餐，促销，娱乐，餐厅，特别活动)。 · Describe room accommodations and benefit feature sale amenities to guests. 描述客房住宿和福利功能销售设施给客人。 · Communicate information regarding designated VIP reservations, including VIP name, company, and title to upper level management. 向上级管理层传达VIP预订信息，包括VIP姓名、公司和头衔。 · Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program. 通过询问开放式问题来确定客人的预订需求，以获得所有必要的信息，包括万豪奖励计划的登记。 · Identify repeat guests using appropriate codes. 用合适的特征识别回头客。 · Follow “up selling” techniques and sales strategies in order to maximize property revenue. 跟进“销售”技巧和销售策略，以最大化物业收入。 Reservation Processing预订处理 · Input and access data in reservation system by entering correct information into proper fields, including Marriott Rewards number, and asking for travel agency IATA and FIT numbers (i.e., flags, comments, guest messages). 在预订系统中输入和访问数据，在正确的字段中输入正确的信息，包括万豪奖励号，以及询问旅行社IATA和FIT号(如旗帜，评论，客人留言)。 · Process all reservation requests, changes, and cancellations received by phone, fax, or mail. 处理通过电话、传真或邮件收到的所有预订请求、更改和取消。 · Verify availability of room type, rate, and occupancy before confirming any reservations. 在确认任何预订前，确认房间类型、价格和入住率是否可用。 · Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts). 告知客人有关符合条件的价格的规则和规定(例如，政府和特殊的企业价格和折扣)。 · Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. 通过在预订系统中输入正确的代码和价格，显示特殊的房间预订类型(例如，免费房间，员工折扣，旅行社检查率，批发预订)。 · Document information for manual reservations on designated forms and enter information into the reservation system. 在指定的表格上记录手工预订信息，并将信息输入预订系统。 Inventory/Rooms Control库存/客房控制 · Respond to any challenges found for accommodating rooming requests by communicating with guest or group contact, Sales Department, or Front Desk. 通过与客人或团队、销售部或前台沟通，应对任何有关客房需求的问题。 · Oversee accuracy of room blocks and reservations. 监督房间和预订的准确性。 · Remove group room blocks from general inventory by entering information into reservation system (MARSHA, Fidelio, OPERA). 将信息输入预订系统(MARSHA, Fidelio, OPERA)，从总库存中删除团体房间。 · Communicate with Sales Coordinators and property staff to resolve errors related to group market codes not matching in the PMS and MARSHA systems. 与销售协调员和物业人员沟通，解决集团市场代码在PMS和MARSHA系统中不匹配的错误。 Guest Relations客户关系 · Troubleshoot and resolve guest issues and concerns or refer to appropriate contacts, based on the type of issue. 故障排除和解决客人的问题，或根据问题的类型联系合适的联系人。 · Follow proper escalation procedures when addressing guest concerns. 在处理客人的问题时遵循适当的升级程序。 Policies and Procedures政策和程序 · Protect the privacy and security of guests and coworkers. 保护客人和同事的隐私和安全。 · Maintain confidentiality of proprietary materials and information. 保护客人和同事的隐私和安全。 · Follow company and department policies and procedures. 遵守公司和部门的政策和程序。 · Perform other reasonable job duties as requested by Supervisors. 主管要求的其他合理工作职责。 · Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. 确保制服、姓名牌和个人仪表干净、卫生、专业，符合公司政策和程序。 Communication沟通 · Exchange information with other employees using electronic devices (e.g., phone and two-way radios, email). 使用电子设备(如电话、双向对讲机、电子邮件)与其他员工交换信息。 · Provide assistance to coworkers, ensuring they understand their tasks. 为同事提供帮助，确保他们理解自己的任务。 · Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. 回答电话使用适当的礼仪，包括电话铃响3声之内接电话，微笑应答，称呼来电者的名字，将电话转移到适当的人/部门，在让来电者等待前先获得同意，接收和传递信息，允许来电者先结束电话。 · Speak to guests and co-workers using clear, appropriate and professional language. 用清晰、恰当和专业的语言与客人和同事交谈。 · Talk with and listen to other employees to effectively exchange information. 与其他员工交谈并倾听，以有效地交换信息。 · Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property. 与同事、主管或经理讨论工作话题、活动或问题时要小心、安静，避免在公共场所进行。 Assists Management协助管理 · Assign and ensure work tasks are completed on time and that they meet appropriate quality standards. 分配并确保按时完成工作任务，满足适当的质量标准。 · Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements. 鼓励和激励员工表现出最佳状态，对任务和分配负责，做出决定，并为可能的改进提供意见。 · Coordinate tasks and work with other departments to ensure that the department runs efficiently. 与其他部门协调工作，确保部门高效运作。 · Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties. 作为部门的榜样或导师，与员工一起完成技术或功能性的工作职责。 · To perform any other duties as assigned by the Management. 完成管理层交予的其它工作。

Ensure daily operation could run smoothly with section P&Ps. 确保每日运营能流畅的根据服务操作标准进行。 2.Complete self section task assignment on time. 及时完成自己部分的工作安排。 3.Review arrival information on a daily basis; VIP, Marriott Bonvoy, Regular guests, special requests etc. 每班检查当日抵店客人信息，包括贵宾、万豪旅享家顾客、常规客人以及特别要求。 4.Conduct on job training to team members. 管理部门团队的在职培训。 5.Monitor F&B, FO operation service standard. 监督餐饮部分和前台部分运营的服务质量。 6.Abide by the Hotel’s Policies and Procedures, Sheraton Code of Business Conduct and the hotel’s Associate Handbook. 遵守饭店政策和程序，遵守喜来登的商业行为规范以及员工手册中的条款 7.Handle guest requests and takes personal responsibility to ensure request is met by following up with relevant departments. 处理客人要求并亲自协调相关部门，保证满足客人的合理要求 8.Assist with staff training and development. 协助员工的培训和发展计划。 9.Assist with the preparation of staff rosters. 协助制定员工排班表。 10.Make the daily maintenance plan 制定行政俱乐部区域日常维保计划 11.Ensure all the facilities are up to EHC (Environmental Health Criteria) standard 确保行政俱乐部的设施设备符合EHC标准。（食品安全审计标准） 12.Discipline staff when necessary. 约束员工遵守纪律。 13.Follow all company policies and procedures 遵守所有公司政策和程序。

1.Responsible for the cleanliness of assigned guest rooms and service areas. 负责所分配的客房和服务区域的整洁。 2.Respect guest privacy when room is on “Do not disturb” status. 当客房处于”请勿打扰”状态时,尊重客人的隐私。 3.Offer all possible assistance to guests and respond to guests request. 尽可能地为客人提供帮助,回复客人的要求。 4.Cleans and supplies guest rooms according to standards and procedures. 按照程序和标准打扫和提供客人用品。 5.Ensure master keys are kept secure at all times. 随时保证万能钥匙的安全。 6.Keep baskets neat and adequately supplied. 保持工作篮的整洁和充分的补给。 7.Maintain all equipment in good working condition. 维持所有的装备处于良好的工作状态。 8.Keep linen room neat and in good order. 保持布草房的整洁和井井有条。 9.Report any loss or damage of linen, furniture, fixture or equipment to the Floor Shift leader. 向楼层主管汇报任何布草,家具,固定物或设备的丢失或损害。 10.Report maintenance deficiencies to the Floor S/L. 向楼层主管报告养护的不足。 11.Report for duty punctually wearing the correct uniform and name badge at all times. 按时穿戴正确的制服和名牌。 12.Does turndown service when required. 需要时提供开夜床服务。 13.Maintain a tidy, neat and well-organized Pantry room for yourself and all other associates to use. 为自己和同事保持储藏室的整洁有序。 14.Work diligently to ensure all aspects of room cleanliness and all in working order. 勤勉工作确保房间个方面的整洁有序。 15.Collect information by reporting guest request to S/L promptly. 通过汇报客人的要求给楼层主管收集信息。 16.Be integrity. Provide valid personal information & materials; No misconduct record. 为人诚信，提供真实有效的个人信息，无不良刑事行为记录。 17.It is not the intent of this job description to cover all aspects of the position but to highlight the most important areas of responsibility. 此职位描述目的是介绍该职位重要的职责范围而非所有工作内容。

1. Be a good team model, keep a strong relationship with guest, responsible for the Guest Voice scores on problem resolution. 成为部门好典范，与客人建立良好的关系，为宾客满意度调查中，解决问题的分值负责。 2. Responsible for training and development of Front Office associates, ensure they are hospitality, outgoing and customer service-oriented. 负责培训和发展前厅部员工，确保他们殷勤待客，外向活泼和以提供优质服务为本。 3. Responsible for the smooth, efficient and professional operation of Front Office. 确保前厅部的工作能够顺利、高效、专业地运作。 4. Monitor and prepare monthly Guest Service Manager reports which requested by Front Office Manager. 督导并准备前厅部经理要求的宾客服务经理月度报表。 5. Be familiar with cultural differences to meet guest's specific needs and requirements. 了解客人的文化差异以便提供周到的服务。 6. Coordinate among all departments, provides warm welcome and detailed service to hotel guest. 与所有部门通力合作，为客人提供友好、优质、周到的酒店服务。 7. Cooperate, coordinate and communicate with other departments as required. 根据需求与其他部门尽心合作协调和沟通。 8. Supervise all the Front Office associates. 督导前厅部全体员工。 9. Ensure that all Front Office associates are implement to all hotel policies, procedures and standards while striving towards total guest satisfaction, ensure that all of them are working in a professional manner and attitude. 确保前厅部员工完全遵从酒店的政策，工作流程和标准以保证完全的客人满意，确保员工专业的工作方式及态度. 10. Maximizes every opportunity to increase hotel transportation and room upselling revenue. 抓住一切机会最大化酒店车辆收入以及房间升级促销收入。 11. Handle high balance guest, assist Front Desk with the payment master rooms including pending account. 处理超额消费客人，协助前台跟进假房，包括待解决账目。 12. Arrange amenities and coordinate delivery time of amenities to VIP with Room Service, ensuring timely delivery. 为VIP客人安排房间礼品并与送餐部协调送达时间并确保及时送达。 13. Inspect Front of the House and Heart of the House regularly for cleanliness. 定期检查前线区域和后台区域的清洁状况。 14. Be a good team model, lead Front Office associates focus on details, anticipate and fulfil guest need, create memorable experience for hotel guest. 成为部门好典范，带领前厅部员工关注细节，预见并满足客人需求，为酒店客人创造难忘体验。 15. Report any unusual occurrences to the Front Office Manager immediately. 如果有任何异常情况立刻向前厅部经理报告。 16. Have Opera and Marsha skills, be able to check in and check out and handle reservations when needed in Marsha. 掌握Opera和Marsha系统，能够为客人办理入住、离店手续，能够在Marsha系统中处理有关客人预定的事宜。 17. Organize and conduct Front Office daily stand up meeting. 组织前厅部的每日例会。 18. Be knowledgeable about the hotel product and local information. 熟悉掌握酒店产品知识，包括本地信息。 19. Be well know the Frequent Guest Program, the VIP Program, ensure that the above-mentioned guests are receiving the high level service that they deserved. 熟悉酒店的常客计划，VIP客人接待程序等工作流程，确保以上重要客人得到他们应享受到的高品质服务。 20. Be well know all emergency procedures and be able to act upon emergency. 熟悉所有应急程序并且能够在紧急情况发生时按规定予以实施。 21. Ensures all operating equipment in Front Office in good working condition. 确保前厅部所有的操作设备正常运行。 22. Have plans and actions in place to meet target and mission of the company and the hotel. 所订计划及所做事宜需满足公司及酒店的目标和任务。 23. Collect all guests’ feedback and pass the information to Front Office Manager to improve our service standard. 收集所有的客户反馈信息，并将这些信息交给前厅部经理查看以提高我们的服务水平。 24. Maintain and update Frequent Guest Program and VIP Guest Program. 维护并更新回头客计划和贵宾计划。 25. Supervise Front Desk associates, ensure Marriott Bonvoy new enrollment and existing members’ information are properly entered in Opera for data upload. 监督前台员工，确保万豪旅享家新会员和已存在的会员信息输入到Opera中并将数据上传。 26. According monthly Marriott Bonvoy enrollment goal set up daily goal to every Front Desk Agent. 根据月度会员引入目标，为前台员工设立每天会员引入目标。 27. Daily check the previous day’s enrollment report, make sure every new enrolled member is qualified. 每天检查前一天的会员引入报表，确保新加入的会员都是合格的。 28. Inspect the cleanliness of the lobby, Front Desk area and Concierge area frequently, check VIP rooms prior to arrival. 频繁关注大堂，前台区域及礼宾区域的整洁度，并检查即将抵店的贵宾房间。 29. Monitor the Front Desk associate check in and check out process, ensuring meet to hotel standards. 监督前台员工的办理入住和退房程序，确保与酒店标准符合。 30. Monitor safe deposit box procedures, audit accuracy of cards with proper signatures, make an inventory safe deposit key regularly. 监控保险箱程序，审查保险箱卡片有客人准确的签字，定期盘点保险箱钥匙。 31. Work closely with Housekeeping to ensure accurate status of each room. 与客房部密切合作，确保每间房间的准备状态。 32. Preview resumes for arrival groups, organize and coordinate master accounts, check in/pre-registration procedure, than share to all Front Office associates. 提前查看抵达团队的信息，组织协调主账房, 入住登记的程序, 并将信息分享给所有前厅部所有员工。 33. Daily PSB check, make sure every check in guest profile has been key in to the PSB system correctly. 日常检查PSB，确保每一位入住客人的信息都被准确的输入PSB系统。 34. Review guest comments at TripAdvisor/Ctrip website daily, share all the comments to Front Office team, make action plan to make sure high score and first recommend hotel at the third-party website in Xiamen city. 每天在猫途鹰/携程网站上查看客人对酒店的评论，并且向前厅团队分享此些内容，制定行动计划，在第三方网站上，确保酒店保持高分数并成为厦门首选推荐酒店。 35. Analyze and approve discounts and rebates. 分析和批准相应的折扣和冲减。 36. Be able to handle overbooking situation. 能够处理房间超额预定的情况。 37. Check room rate daily, make sure there is no any mistakes caused by Front Desk associates that because of wrong operating in system. 每日检查房价，确保没有由于前台失误的系统操作而引起的错误房价。 38. Check room discrepancy report daily, ensure there is no any skipper or any mistake check in by Front Desk associates. 每日检查房间差异报表，确保没有逃账客人或前台员工错误操作入住。 39. Daily check complimentary room report, make sure every complimentary room have related supporting document. 每天检查零房价报表，确保每一间零房价的房间都有相关支持文件。 40. Review the previous day's occupancy and room revenues, resolve discrepancies with Finance department. 回顾前一天的酒店入住率及房间收入，并与财务部解决差异问题。 41. Make sure all equipment in hotel maintain in a good working condition (especially Lobby area). 确保酒店所有设备保持良好的工作状态（尤其大堂区域）。 42. Perform related duties and special projects assigned by Front Office Manager. 执行有关联的职责并完成前厅部经理分派的任务。 43. Be well groomed and conform to the hotel's dress code and deportment. 良好的仪容并遵守酒店的行为举止要求。 44. Be informed about daily operations and events. 了解日常运营情况及相关事宜. 45. Be highly presence in the lobby and connect with guest. 高频率出现在大堂并跟客人建立联系。 46. Know all frequent customers and be familiar with their special request, ensure that their needs are met. 认知所有的常客并熟悉他们的特殊喜好，确保他们的需求得到满足。 47. Develop a thorough knowledge about all brands in Marriott International. 对万豪旗下的所有品牌有充分地了解。 48. Be familiar with cultural differences and know correct behaviour for each culture, also know the different protocols and etiquette. 了解文化差异并且对于拥有不同民族文化的客人均能保持良好的举止行为，了解不同的礼仪礼节。 49. Be knowledgeable about all emergencies plans and know how to act upon them. 熟知所有的应急预案并会操作。 50. At all times strive to represent Marriott in the most professional and courteous manner. 任何时候都应该以最专业及最礼貌的举止来展现万豪的风采。 51. Maintain safety by implement safety regulation, being responsible to report all accidents immediately. 执行安全规章制度政策，负责及时汇报所有意外事件。 52. Support all safety programs, proceed with caution when walking on slippery floors. 支持所有的安全程序，在光滑地面上行走时要十分小心。 53. Ensure proper safety instructions are given before operating any equipment. 在操作任何机器设备时确保有安全指导。

SPECIFIC DUTIES工作任务: 1. Report to work on time and in proper uniform.. 准时上岗并穿着得体。 2. Report to work complying with all appearance standards. 上岗要遵循全部仪容仪表标准。 3. Be aware of work schedule. 熟知工作时间安排。 4. Follow all standard procedures in serving the guest, as outlined in training manual and standards manual. 遵照培训及服务程序标准对客服务。 5. Follow safety procedures and policies to ensure a safe working environment. 为营造一个安全的工作环境，务必遵守安全条例。 6. Honor all work-related requests made by a manager or supervisor, which may or may not be outside normal duties, to ensure guest satisfaction. 认真对待管理人员提出的任何与工作相关的要求，不论上岗与否。 7. Check out with immediate supervisor before leaving the work area. 离开工作岗位要征求直属管理人员的允许。 8. Check station assigned, prior to opening, for cleanliness of tables and chairs, proper set-up of salt and pepper, sugar, ashtrays, flowers, lamp, clean cutlery and glassware. 服务开始前检查工作台是否就绪，桌椅是否清洁，椒盐糖罐，烟灰缸，装饰花，台灯是否就位，保证餐具以及各种玻璃器皿清洁。 9. Have necessary equipment to work with: tray, pen, bus towel, corkscrew, etc. 准备好必需的服务工具：托盘，笔，餐巾，开瓶器等等。 10. Do all necessary opening and closing sidework, as per sidework schedule. 做好必需的服务开始前及结束后的附属工作。 11. Be knowledgeable of all menu items, their garnish, contents and preparation methods. Be prepared to answer and guest questions about the menu in a direct, concise way. 熟知菜单:装饰配菜，主要用料及该菜的服务准备工作。能简明扼要地回答客人提出的关于菜单上的任何问题。 12. Be able to operate the point of sale equipment. No voids without supervisor’s written approval. 能够操作收支系统，免单要经由管理人员的书面许可。 13. Be able to handle station assigned to you. Remain on your station, unless serving a guest. 能够有效管理自身所属餐台，在未进行服务时保持停留于餐台所属区域。 14. Follow procedures and policies for self-cashiering, to include responsibility for explaining over/short discrepancies, where applicable. 结账时要遵循相应规章制度，对于账目缺失或超额应提供合理解释。 15. Knowledge of beverage, liquor and wine service. 知道酒水饮料的知识和服务。 16. Attend departmental daily “15 Minute” training program. 参加每日15分钟的职业培训课程。 17. Associates solve problems through proper training knowledge and empowerment. 服务人员通过其培训知识和授权来解决问题。 18. Attend associate meetings. 出席员工会议.。 19. Follow all Marriott policies and procedures. 遵循万豪集团全部政策制度。 20. Assist in the execution of the marketing plan of assigned outlets. 协助餐厅实行市场推广计划。

工作职责： • 负责当班公共区域员工的工作安排。 • 按顺序巡视整个公共区域。 • 确保在餐厅出口、多功能厅、大堂和洗手间进行合适的清理。 • 要及时汇报地毯和家具的损坏，以便急修及降低损失。 • 及时汇报并跟进急修事宜。 • 检查确保机器状态完好、整洁干净，正常工作及妥善存放。 • 检查所有洗手间始终处于高卫生标准。 • 在VIP接待时，按照保证相应区域的清洁卫生，并安排充足的人手。 • 检查楼梯确保卫生及清洁。 • 培训监督员工正确使用化学药剂。 • 负责酒店公共区域的鲜花和植物的状态良好，如需更换，请按照流程 • 确保PA仓库干净整洁， 清洁用品和工具充足。 • 检查公共区域员工的仪表,个人卫生和形象。 • 协助准备员工排班表。 • 协助进行员工的培训和发展。 • 指导员工表现。 • 记录所有公共区域员工出勤的情况。 • 同其他部门协调工作。 • 提供高品质的对客服务。 • 有效控制成本。 • 坚持酒店的清洁和养护程序。 • 保持维护所在工作区域的高度整洁。 任职资格： • 具有良好的关于公共区域基本运作方面的专业知识。 • 有效理解和利用资源。 • 具备一定的领导能力。 • 具有良好的清洁机器及清洁剂使用方面的技能。 • 管家部两年以上公共区域服务员或一年公共区域主管工作经验。 • 视力良好。 • 身体健康，能够适应长时间工作。 • 良好的管理及沟通能力。

岗位职责 1.更新改造计划且督促执行，保证酒店设施不断完善，始终处于正常、完好状态。          2.负责工程部的节支运行、保证酒店最大限度的节能、节支。                     3.根据营业情况和气候及市场能源价格情况，提出节能运行的计划。 4.负责协调和酒店相关的市政工程等业务部门的关系，以获得良好的外部环境。                                5.分析工程项目报价单，对完工的项目组织人员进行评估和验收。                      岗位要求 1.暖通方向且至少三年以上同岗位工作经验。 2.必须掌握机电工程设计基础知识、熟悉电子通讯设备、计算机、暖通、空调、给排水设备、电梯等的使用和维护管理，熟悉基建、环境保护、安全生产、劳动保护方面的政策与法规。 3.能充分领会上级的经营意图，正确处理上下级之间、部门之间的关系，并能组织和指挥工程部各项工作计划的实施，确保工程部的正常运转。     4.有强烈的事业心与责任感，有较强的自学能力和适应性，秉公办事，不谋私利。 工作地点：广州