M
AJOR RESPONSIBILIES
責任概要
:
To be responsible for all guest service activities in the Executive Floor.
Serving guests in both lobby and Executive Floor while providing the highest level of service possible in an efficient, courteous and professional manner by following Marriott Standards of aggressive hospitality and adhering to guidelines and procedures.
负责为到政楼层的客人提供各种服务，同时并且为大堂及行政楼层的客人提供最高标准及高效的服务遵守万豪标准作为指导方针使用礼貌及专业的服务技巧。
Create a hospitable and professional atmosphere in your area to ensure total guest satisfaction.
在你的工作范围之内创造一个招待周到及专业的气氛来确保达到客人满意。
Have knowledge of local areas and be informed at all times about cultural, historical attractions as well as their locations and hours of operation.
在任何时候都必须见多识广的了解本地文化特色，历史及有吸引力的特色地点的地址及营业时间。
Assist the
Executive Floor Manager
in all areas to ensure a correct and smoothly-operating department. Act as point of contact to arrange and organize guest stay. Act as role model for fellow associates and assure service quality meet brand standard. Create welcome hospitality and professional atmosphere in your area to ensure total guest satisfaction.
帮助行政楼层经理顺利营运所有部门，负责安排和组织客人入住期间所有事宜，作为行为榜样为其他同事确保我们的服务达到品牌标准。在你的工作范围之内创造一个宾至如归及专业热情的气氛保证所有宾客的满意。
SPECIFIC DUTIES
工作任務
:
Operate MARSHA and OPERA well and able to use key card system, trouble shoot basic guest key lock issues.
熟练使用
MARSHA
和
OPERA
系统，并且可以使用钥匙系统
。
Provides warm welcome and detailed service to hotel guest. Ensure all necessary guest information are properly recorded and loaded in OPERA system, front desk keeps the paper trail.
为酒店客人提供热情并且细致的服务，确保所有必须的客人信息准确记录在
OPERA
系统里。
Assist to ensure Executive Floor/floor area is under smooth operation, including buffet set up, meeting room, business center, guest booking and special guest requests.
帮助行政酒廊运营顺利，包括自助餐的摆放，行政会议室，商务中心，客人预定及特殊要求。
Have knowledge of local areas and be informed at all times about cultural, historical attractions as well as their locations and hours of operation.
在任何时候都必须见多识广的了解本地文化特色，历史及有吸引力的特色地点的地址及营业时间。
Be sure to spend time in public areas during busy time in order to take care of guest requests.
保证在客人较多的时候在公共区域去关注客人的需求。
Be familiar with daily in-coming VIP and Repeat guests. Get prepared and ready at the beginning of shift.
熟悉及了解当日到店的重要客人及回头客，在每个班次开始之前做好准备事宜。
Responsible of remaining a positive communication with airport rep. Be ready to welcome guest at designated place at least 10 minutes before limousine arrives.
负责与机场代表保持正确的沟通，准备好在车辆到达的十分钟之前在指定地点欢迎客人。
Coordinate with bell staff, concierge and front desk staff to ensure all front of house area is operating professionally.
与礼宾部及前台员工就做好协调确保前台专业的营运。
Ensures that recognition programs for both guest and associates are in place and working. Responsible for all repeat guest special requests, lead front desk team to follow through and ensure guest has an enjoyable stay.
保证客人及员工的认可计划，负责所有回头客的特殊要求，带领前台成员确保客人有一个令人愉快的逗留 。
Ensure repeat/rewards/VIP guest recognition program are taking place. Being able to contribute and lead front desk team to participate in up sale program.
保证使用回头客
/
万豪礼赏客人
/
重要客人的识别计划。可以参与并带领前台员工共房间升级促销计划。
Understand and participate in Marriott rewards program.
理解并积极参与万豪领赏计划。
Perform in-room guest registration and room assignment and accommodate special request
all customers.
可以完成为客人在房间里办理入住登记，可以分配房间并且为所有有特殊要求的客人安排住宿。
Be knowledgeable about Marriott Rewards, Club Marquis and other frequent traveller programs. Participate and contribute in Marriott Rewards sign-up program; ensure accuracy and activation rate meet brand goal.
对万豪礼赏计划及各种飞行常客计划有一定了解，并且参与到万豪礼赏计划，确保准确的并且有效的房价达到品牌目标。
Be knowledge about Mobile check in, need check the control panel hourly. Found the mobile check in guest, need share with duty shift leader and inform Front Desk supervisor and GSM prepare folder and follow up accordingly. Executive Floor also need prepare the check in folder.
了解手机办理入住的标准操作程序，每小时检查控制面板。如有发现客人申请手机办理入住，则需与当班的负责人分享，并将信息传达给前台的主管已经宾客服务经理准备文件夹，及系统内的跟进。同时，酒廊也应该准备欢迎文件夹。
Be knowledge about Guest Voice system, know 6 keys points and department goal. Know Executive Floor’s 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.
了解客人满意度调查系统，知道考核的
6
大项目及部门的指标。知道酒廊的每日得分及目标实现情况。一直为宾客提供热情的服务，主动与客人沟通，征得客人的评语，并及时分享给相应部门及宾客服务经理，努力提高客人的入住体验。
Know how to follow hospitality guidelines.
知道如何遵循服务指导方针。
Needs to be able to perform in front office functions.
需要可以在前厅部工作。
Interact with guest at all opportunities, play a customer contact role.
在任何机会下与客人互动，扮演一个与客人接触的角色。
Be responsible and receptive to guest complaint, should analysis and within the limitation set, make correct and quick decision to ensures total guest satisfaction whilst also protecting the hotel property and revenue,
能接纳并且负责解决客人投诉，可以分析投诉发生的原因并且迅速作出解决方法来确保客人满意，同时要保护酒店财产及收入。
Oversees day to day operation of Executive Floor and ensuring that all guests are handled quickly and efficiently in all their needs with warm and natural.
检查行政楼层的每日营运并且保证所有客人的需要被高效快捷及热情的对待。
Answer phone calls according to standard by using proper telephone etiquette and within three rings.
电话三响之内按照标准及电话礼仪接听电话。
Know how to operate safety deposit box.
知道如何使用保险箱。
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.
灵活处理工作排班，非常了解酒店营运，帮助需要帮助的员工按时完成所有工作。
Report any unusual occurrence or requests to manager immediately.
将任何不同寻常的事件或者要求及时上报经理。
At all times strive to represent Marriott in the most professional manner.
在任何时候都努力代表万豪表现出专业的礼节礼貌。
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
在任何情况下都遵守纪律，在前台时刻保持警惕，在客人开口询问之前向客人打招呼问好并且提供所需要的服务，把你的全部注意力都放在客人身上 。
Be well groomed and conform to the hotel's dress code and deportment.
保持良好的仪容仪表标准，符合酒店的和部门的着装要求。
Be informed about daily operations and events.
了解酒店每日营运情况及各种活动。
Be highly visible in public area during peak hour.
在高峰时间的公共区域内保持高度观察。
Be familiar with sales strategies; communicate daily with reservation sales.
熟悉了解销售技巧与策略，每天与预定及销售保持密切联系与沟通。
Develop a thorough knowledge about all brands in Marriott's portfolio.
透彻了解万豪所有品牌的及文化。
Know all frequent customers and is familiar with their special requests. Ensure that their needs are met.
熟悉了解所有常客并且知道他们的特殊喜好，保证他们的要求得到满足。
Be familiar with cultural differences and know correct behavior for each culture. Also know the different protocols and etiquette.
清楚文化差异并且知道各种文化正确的举止，明白不同的礼节礼仪。
Be knowledgeable about all emergencies plans and know how to act upon them.
知道如何处理各种紧急情况并且发生紧急情况下知道如何作出正确反应。
Report any unusual occurrences immediately to the
Executive Floor
manager
发生任何异常情况都要及时通知行政楼层经理。
At all times strive to represent Marriott in the most professional and courteous manner.
在任何时候都努力代表万豪表现出专业的礼节礼貌。
37
．
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.
遵守安全守则保持安全，负责及时报告任何意外事故，支持所有安全活动，在湿滑楼梯上行走时保持注意，在开启任何设备之前要确保了解安全程序。
38
．
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
大致要求
Customer Service Oriented
宾客服务领域
Efficiency
高效的
Desirable Communication Skill
令人愉悦的沟通技巧
Organize
很好的组织能力
r
Team Player
团队合作精神
Language
语言
Fluent in English and Chinese.
流利的中英文
Education
教育
Preferably College and Above
大学以上学历
Professional Qualification
职业资格
Minimum 3 years of relative area work experience; minimum 1 years of management experience.
至少三年相关工作经历，一年以上管理经验
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