Major Functions 主要职能   Report to Executive Floor Manager. 协助行政楼层经理确保客区的正常运营   Assist Executive Floor Manager to ensure asmooth front of house operations. 向行政楼层经理汇报   Ensure that all associates are adhering to allhotel policies, standards, procedures and  regulations. Needs to be able to perform in all front of housefunctions. 确保所有员工都符合酒店的政策、标准、程序及规定。能够执行一线部门的工作。   Specific Duties 具体职责   Responsible for thesmooth, efficient and professional operation of all Executive Floor areas.Ensure good communications among departments. 负责整个行政楼层区域正常、有效及专业的运营。确保部门间良好的沟通  Have knowledge oflocal areas and be informed at all times about cultural, historical attractionsas well as their locations and hours of operation. 熟悉酒店本地周边环境，了解本地文化名胜古迹的地点及营业时间  Act as point ofcontact to arrange and organize guest stay. Act as role model for fellowassociates and assure service quality meet brand standard. Create welcomehospitality and professional atmosphere in your area to ensure total guestsatisfaction.负责安排和组织客人在店的安排。作为员工们的学习榜样确保服务质量符合品牌标准。营造热情专业的氛围，保证客人的满意度。  Ensures that allprocedures and policies are in place and followed. Conducts audit and controlson a regular basis. Communicates with accounting in case of any irregularities;and coaches and counsels associates whenever appropriate. 确保所有的政策都是适合的并且被遵守的，进行日常的检查与控制。  Ensure propercheck-in/ out procedure are followed. Strictly follows bank-out procedures andcash handling procedures. Be familiar with sales strategy, ensure No FurtherRate guarantee确保员工正确的为客人办理入住登记和结账程序。严格遵守收取银行卡及现金的程序。熟悉销售策略。  EnsureConfidentiality of User Log-on. Ensure that Executive Floor users are loggedout when leaving the area.确保用户权限的私密性。确保行政楼层所有员工在离开工作岗位时退出系统  Responsible fortraining and hiring newly hired associates in guest relations area. Ensuresthat daily training is provided for technical, hospitality, communication,management, and organizational skills. 15 minute daily training is required. 负责客户关系部的培训及招聘新员工。确保提供技能、服务类、沟通、管理及组织等培训。要求每天15分钟进行培训  Ensures thatrecognition programs for both guest and associates are in place and working.Responsible for all repeat guest special requests, lead front desk team tofollow through and ensure guest has an enjoyable stay. Establish system inplace for repeat/rewards/VIP guest recognition program. Being able tocontribute and lead front desk team to participate in up sale program. 确保员工奖励政策及客人奖励政策是适当的及正常运转的。负责所有回头客的特殊要求，带领前台员工为客人提供愉快的入住。建立适当的奖励回头客/贵宾客人的计划。能够带领前台员工参与到销售计划中  Directlyresponsible for Marriott Rewards Sign-up program. Responsible of establishingthe game plan; ensure rewards sign- up rates and activation rates meets brandgoal. 直接负责万豪集团奖励政策；负责建立计划；确保奖励政策的价格及活动的价格符合集团目标。  Controls costs effectively to meet budgetguidelines. Has control system in place for all controllable costs and manhours. Being able to effectively and adequately make department schedule. 有效的控制成本，达到预算的标准。具有适当的控制成本及人力资本的系统。能够制定有效的及充分的部门计划。  Initiates additional tasks to improve existingprocedures and guest satisfaction.制定工作计划用于提高现在的工作程序及客人满意度。  Resolves system problems and can operate thesystem manually. Can lead the staff through a down time.解决系统问题并可以手动操作系统。可以带领员工度过停机时间。  General Duties 职责概述   Be well groomed andconform to the hotel's dress code and deportment仪容仪表符合酒店对着装和行为举止的要求  Be informed aboutdaily operations and events.了解酒店每天的运营状况和重要事件  Be highly visibleduring extraordinary events.在非常事件发生时，忠于职守  Be familiar withsales strategies; communicate daily with reservation sales.熟悉销售政策，每天与预订销售交流  Develop a thoroughknowledge about all brands in Marriott's portfolio.对万豪旗下品牌有一个全面的认识  Know all frequentcustomers and be familiar with their special requests. Ensure that their needsare met.认识所有常客，并熟悉他们的特殊要求，以保证他们的要求能够得到满足  Be familiar withcultural differences and know correct behaviour for each culture. Also know thedifferent protocols and etiquette.熟悉文化差异并指导每一种文化对应的正确举止。同时知道不同的礼节。  Be knowledgeableabout all emergency plans and know how to act upon them.了解所有应急程序，并知道如何操作。  Report any unusualoccurrences immediately to the front office manager及时地向前厅部经理报告不寻常的事件  At all times strive to represent Marriott inthe most professional and courteous manner.任何时候都努力以礼貌专业的形象代表万豪    Job Specifications 职位要求      Profile of Competency  工作能力      "  Customer Service –Oriented  对客服务技巧  "  Efficiency   有效率  "  Desirable Communication Skill  沟通技巧  "  Organizer  组织能力  "  Team Player  团队合作      Language   语言      "  Fluent in Mandarin; English preferred  表达流利的普通话和英文      Education   教育      "  Minimum 2 years of relative area work  experience  2年以上相关领域工作经验