1. Reportto work in good time before commencement of shift.
在每一班次开始前提前一定时间到岗。
2. Developa thorough knowledge of room locations, room types, rates, discounts, hotelfacilities and their hours of operation, special promotions etc.
熟悉酒店客房位置、类型、房费、折扣、酒店设施、营业时间以及特殊促销等。
3. Gothrough relevant information about arrivals during shift; VIP, Marriott Bonvoymember, regular guests, groups, etc. Room situation and functions.
了解每一班抵店客人信息，包括贵宾、万豪旅享家会员、常客、团体客人抵店相关信息，检查房间状态和功能。
4. Answerall telephone calls in a courteous and efficient manner.
高效地、彬彬有礼地回答所有电话。
5. Greetarriving guests with a smile and eye contact using the guest’s name.
以微笑和欢迎的目光交流迎接抵店客人，并使用客人姓名称呼客人。
6. Responsiblefor obtaining proper payment details and other registration information fromthe guest.
认真地、准确地获取客人付款细节以及其它登记信息。
7. Assignadequate room as per reservation and request from guest.
根据预订及客人要求分配房间。
8. Preparekey wallet, with room number, rate and departure date. Explain use of elevatorsand room key and wish a pleasant stay.
准备房间钥匙折，并写上房间号码、房价、离店日期。解释电梯和房间钥匙使用方法。祝愿客人住店愉快。
9. Enterthe guest-details in the guest profile in the computer, with any specialrequests when applicable.
把客人详细资料输入电脑系统，并注明客人的特殊需求。
10. Files the registration card under theroom-number in the in-house rack.
按房间号码把登记卡放到架子上存档。
11. Handle safe-deposit boxes in accordancewith hotel procedures.
按酒店服务规范和服务程序为客人办理贵重物品寄存的保险箱服务。
12. Handle foreign currency exchange.
为客人提供外币兑换服务。
13. Update the Front Desk Log Book, in whichall essential information and of importance to all shifts is recorded.
更新前台交班本。记录对各班次都必须获悉并掌握的重要信息。
14. Resolve guest complaints, withoutinvolving Supervisor if possible. When needed, refer the matter to theSupervisor or Guest Service Manager.
尽可能在没有上级参与的情况下解决客人投诉。必要时向当班主管或者宾客服务经理汇报。
15. Report on complaints and/ or comments toManagement.
向上级汇报客人投诉以及客人对酒店的评价。
16. Maintain good working relations withHousekeeping; promptly inform about early departures, early arrivals, extendedstays, late check-outs, room-moves, special requests etc.
维持与客房部的良好关系, 迅速将有关客人提前离店、提前抵店、续住、推迟退房、换房以及其它特殊要求通知客房部。
17. Take personal responsibility for guest requests,follows up with relevant department to ensure the request has been acted upon.
主动解决客人的要求并且追踪有关部门确保客人的要求得到满足。
18. Handle check-out according to hotelprocedure, to ensure correct payment. Know and understand the importance ofcorrect procedures regarding cash payment, credit cards, cheques, foreigncurrency and billing.
根据酒店服务程序为客人办理离店手续，确保客人准确付款。熟练掌握现金付款、信用卡、支票、外币兑换和转账等有关程序。
19. Inquire if the guest had a pleasantstay. Note down any comments and feedback for Management’s information.
询问客人是否入住愉快。记录客人意见和反馈并向上级汇报。
20. Handle reservations when ReservationOffice is closed. Obtains name, arrival date, departure date, payment method,preferred room-type and contact telephone-number.
在预订部下班后协助预订工作。获得姓名、抵店日期、离店日期、付款方式、要求房间类型以及联系电话等。
21. Maintain the Reception area and backoffice clean and tidy.
保持前台区域和后台办公室干净与整洁。
22. Assist in keeping an adequate stock offorms, paper, key cards, brochures, etc.
确保有足够的表格、纸张、钥匙、宣传册等。
23. Report any unusual occurrences to theSupervisor, Guest Service Manager, and Front Office Manager.
任何异常事件发生时向当班主管、宾客服务经理、前厅部经理汇报。
24. Be familiar with Guest Experience Index(MR) and is guided in daily work by these.
熟练掌握万豪的顾客体验标准并贯彻于日常工作中。
25. Be well familiar with the MarriottBonvoy program and contributes actively in enrolling new members.
熟练掌握万豪旅享家会员计划，积极发展新会员。
26. Deliver high quality service to guests.
向客人提供优质服务。
27. Ensure guest needs and reasonablerequests are met.
确保满足客人需求和合理要求。
28. Seek opportunities to continuallyimprove guest service.
通过记录客人的评论并以此为实践，不断地寻找机会发展对客服务。
29. Identify VIP, Marriott Bonvoy member,regular and long staying guest, develop rapport to offer personalized serviceand assistance.
确认贵宾、万豪旅享家会员、常规客人和长住客人。建立良好关系并提供个性化和超值服务。
30. Sell the hotel and The Marriott productsand services using up-selling and suggestive selling techniques.
使用促销和建议性的销售技巧销售酒店和万豪的产品与服务。
31. Promote the hotel and The Marriottproduct and service to guests.
促销酒店与万豪的产品与服务。
32. Keep hotel information confidential andguests’ privacies.
保守酒店与机密及客人隐私。
33. Adhere to the hotel’s security andemergency policies and procedures.
坚持酒店安全制度、紧急情况处理规定和程序。
34. Ensure a high level of cleaning ismaintained in work area.
保持维护所在工作区域的高度整洁。
35. Abide by Star Service Standard and TheMR Brand Standards.
在工作中遵循明星服务标准和万豪服务标准。
36. Abide by the Hotel’s Policies andProcedures, Marriott Code of Business Conduct and the hotel’s Associate Handbook.
遵守酒店的工作政策及程序，遵守万豪的商业行为规范以及员工手册中的条款。
37. Carry out other tasks as directed byyour supervisors.
完成上级主管安排的其他任务。
