General具体标准
Have knowledge of hotel, hotel associates, and hotel services with hours of operations for all departments’ involved and surrounding areas. Has a thorough knowledge of guestrooms including: locations, views, amenities, features, types, etc.
了解酒店，酒店各部门员工以及酒店各项服务设施及周边地区设施的营业及服务时间。清楚客房的相关信息, 例如位置，景色，提供物品，特色及房间类型等。
Offer the hotel guests the best possible service through courteous and proper phone answering procedures through proper telephone procedures.
运用礼貌并适当的电话礼仪接听客人的电话，并对客人提出的合理要求提供最好的服务。
Be an ambassador by promoting the hotel, restaurant, lounge, gift shops, etc.
作为酒店，餐厅，酒吧及礼品部等开展的促销活动的代表。
Be able to give accurate directions and information regarding the immediate location.
能向客人提供准确的方向指示及位置信息。
Handle all emergencies according to established procedures.
运用相关程序处理所有紧急事件。
Ensure all customer complaints are recorded in the Guest Response Program in a timely and directly professional manner.
本着及时坦率的专业态度，确保所有客人的投诉都被记录于客户回访项目中。
Ensure all guests experiencing a problem receive an immediate response along with satisfactory resolved, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner. Practice empowerment!
确保对客人所提出的问题都能给以及时满意的答复，以及时和专业的态度完成对客人的承诺并能后续跟进。付诸于行动！
Ensure all individuals designated for follow-up are copied on incident reports and any other pertinent information available.
确保对所有个人被委托进行的后续跟进都做好相关记录，并附有所有与之相关的信息。
Each associate is expected to carry out all reasonable requests by the management, which the associate is capable of performing.
要求每一个员工在其能力范围内执行所有合理的经营决策。
Constantly updates himself/herself with local activities and current events in order to provide guests with information.
对本地所举办的各项活动及会议信息保持不断更新，从而向客人提供实时的信息。
Assist those who are on duty with questions or problems that may arise. Be able to take ownership of problems and resolve them.
帮助有疑问或需要帮助的同事。愿意承担责任并处理问题。
Audits work for accuracy and consistency. Take corrective measures where errors surface and report immediately anything out of the ordinary to the AYS Manager.
监督工作的精确性及一致性。当有问题产生时能有效应对，并立即将事情的经过完整的报告给经理。
Schedule the roster according to business needs. Monitors attendance records, sick leaves, overtime, and vacation levels
根据工作需要安排班次。管理考勤记录，病假，加班及休假事宜。
Promote and display teamwork throughout the hotel.
改善与其他部门间的团队协作。
Oversees the operations in the absence of the AYS Manager.
当经理不在时，须承担监督所有工作的责任。
Be involved in interviewing, new hire orientation and training.
参与面试，入职培训及其他培训工作。
Communicate daily with manager to assure consistency and pass-on of pertinent information.
每日与经理交流以保证信息一致性并传达相关信息。
Conducts effective Coaching and Counselling.
制定有效的培训方案及提供培训意见。
Assists the AYS Manager in preparing annual Performance Appraisals.
协助经理准备年度员工表现评估。
Establish effective 15-minute training and briefing with associates prior to reporting to stations.
建立有效的15分钟培训，并与其他同事交接相关事宜。
Establish a good working inter-departmental relationship.
与酒店其他部门建立良好的工作关系。
Should be familiar with all FO Section Job, ensure to spend time assistance others section completed work efficient.
熟悉并了解前厅部每一个分部门的工作，能够在各部门需要帮助时提供协助并能够高效的完成工作任务
Rooms房务方面
Have knowledge of hotel rates, discounts, and how to handle each.
了解并知道如何处理与酒店房价和折扣相关的问题。
Have working knowledge of reservations and Fidelio procedures. Know cancellation procedures and walk procedures.
了解与预订和酒店所用管理系统相关的工作知识。了解取消预订以及订预定的程序。
Handle all wake-up call requests and repeat information to the guest to ensure proper handling of wake up calls in the morning.
处理所有叫醒服务要求，并向客人重复相关信息以确保早上能准时叫醒客人。
Set wake up clock or input as requested as they come in.
及时地为客人设定其所要求叫醒闹钟。
Take changes on incoming collect calls or any calls not received by the accounting system and post them in Fidelio.
灵活应对来电，并能将未被记录入客人房帐中的电话费用输入相应房间。
Perform shift closings and be able to identify discrepancies or irregularities in them.
维持班组的纪律并认同个人的差异。
Additional Responsibilities其他职责
Handle fax and messages per outlined procedures.
按照程序处理客人的传真和留言。
Attend all scheduled departmental meetings.
参加每月部门会议。
Timely submission of assigned projects by supervisor or management.
及时完成资深接线员及经理委派的任务。
Maintain cleanliness and neatness of work area.
保持工作环境的干净整洁。
Be familiar with and follow all hotel safety and accident prevention procedures.
熟悉并遵守酒店安全防卫条例。
Handle all telephone maintenance and installations accordingly.
处理所有电话维修及安装事宜。
Maintain close control and inventory of supplies and equipment. Everything in Working Order (EIWO).
监管并保证所有供应品及设备都完好无损。确保所有物品都能正常使用。
Understand and adhere to budgeted wage and hour limitations for staff.
了解员工薪酬待遇，并遵守工作时间。
Training 培训
Implement the proper training program and control the training of the staff to top efficiency and in accordance with Marriott policies.
参加相关培训课程，帮助培养符合万豪标准的高品质的员工。
Provide job descriptions and an updated training manual.
制定工作描述，更新培训手册。
Have a thorough knowledge of hotel fire regulations and policy reports, safety programs, and what the direct duties are in relation to each. Ensure that all associates are properly trained to these procedures.
全面了解酒店的消防程序，报警程序，安全守则，并清楚其相关负责人。保证所有同事都参加此类培训。
Have accurate and complete guest assistance information available regarding events taking place in town, restaurants, athletic events, etc…
能向客人准确及时的提供在当地，餐厅，运动场馆等所举行的宴会活动的信息。
