MAJOR RESPONSIBILIES
責任概要
:
Responsible for ensuring that the guest is welcomed and that his/her luggage and other immediate needs are cared for.
Direct responsibility for carrying the guest's luggage to and from the assigned room, and for ensuring that the guest is property settled in a room, according to standards.
确保殷勤待客、态度热情、协助客人的行李并对其他客人提出的要求全力予以满足。直接负责搬运行李至指定的房间，或从指定房间搬出，确保根据服务标准协助客人进入房间。
SPECIFIC DUTIES
工作任務
:
Assist guest with luggage/baggage.
协助客人的行李。
Answer bell stand phone within 3 rings by using proper phone etiquette.
3
声铃声之内接起行李台的电话并使用标准的电话接听问候语。
Responsible of delivering items required by the guest to guest room or other locations.
确保客人的物品被准确的搬运到客人的房间或者其它地点。
Complete all required checklists per shift (e.g., daily checklist, valet list, check out log, etc.).
完成所有本班次礼宾部工作检查表（例如：每日工作检查表，行李房检查表，退房记录等等）
Ensure timely delivery/retrieval of all luggage, packages, etc. either checked or left at bell stand.
确保及时准确的处理行李、包裹或者其它物品的寄放和提取。
Be very knowledgeable about the rooms and their locations, services and facilities of the hotel.
掌握酒店房间设施、位置、各餐厅和其他设施的服务项目、营业时间等。
Have a solid understanding and able to give accurate directions to local attractions, restaurants. Being able to offer and arrange car rental, airline and train tickets, office services, beauty and barber services, baby sitting and arranging presents, repairs and shopping for the guests.
熟悉当地的旅游景点、餐厅信息。协助客人租车、预定飞机票火车票、提供办公室服务、
提
供美容理发店信息、照看小孩服务、安排礼物、修理物品以及提供商场购物的信息。
Arrange and store luggage carts safely.
Extreme care and proper loading habits for protection of guest property should be taken when carts are in use.
安全的使用行李车。在使用行李车运送客人物品是要小心搬运和码放以确保客人的物品不被损
坏。
Maintain post by hotel reader board and in front of bell desk when not assisting a guest.
In the absence of a door attendant, perform duties of that position as well, including monitoring the main entrance.
酒店海报板不用时要及时维护和保养。接替门童的工作如果门童不在，同时监控酒店入口。
Ensure cleanliness and neatness of work area using free time for cleaning.
确保工作区域的清洁，并合理安排时间清洁工作区域。
Each associate is expected to carry out, within their capabilities, all reasonable requests by management.
根据每个员工的能力安排工作以确保管理层的任务准确完成。
Be knowledge about Mobile check in, and know the daily mobile check in guest information. Use the appropriate sentence welcome mobile check in guest and escorting services.
了解手机办理入住的标准操作程序。知道当日申请手机办理入住的客人信息，用正确的话语来欢迎及引领手机办理入住的客人。
Be knowledge about Guest Voice system, know 6 keys points and department goal. Know department 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。知道部门的每日得分及目标实现情况。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。
Be well groomed and conform with the hotel's dress code.
根据酒店的标准打理仪表仪容，保持良好的形象。
Be informed about daily operations and events.
了解当日的运作状况和会议活动。
Be highly visible during extraordinary events.
确保酒店大型活动时在大堂待命。
Be familiar with sales strategies; communicate daily with reservation sales.
了解酒店的市场战略；每日保持与预定部的良好沟通。
Develop a thorough knowledge about all brands in Marriott's portfolio.
掌握万豪集团所有品牌的知识。
Know all frequent customers and be familiar with their special requests. Ensure that their needs are met.
掌握酒店常客的信息和特殊要求。确保客人的要求得到满足。
Be familiar with cultural differences and know correct behaviour for each culture. Also know the different protocols and etiquette.
了解文化差异并且行为得当。了解其他文化的礼节礼仪习惯等等。
Be knowledgeable about all emergency plans and know how to act upon them.
掌握酒店的应急管理程序并熟练操作。
Report any unusual occurrences immediately to the front office manager
如有任何异常状况出现立刻向前厅部经理报告。
At all times strive to represent Marriott in the most professional and courteous manner.
时刻保持专业和礼貌的形象以展现万豪集团的企业形象。
Maintain safety by adhering to safest policies, being responsible to report all accidents immediately.
认真贯彻酒店安全程序和措施，及时汇报所有的事故。
Support all safety programs. Proceed with caution when walking on slippery floors.
认真执行所有安全相关的项目。在湿滑的楼道中走动要保持小心。
Ensure proper safety instructions are given before operating any equipment.
操作任何设备前确保员工熟知安全操作规范。
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
工作
能力
:
Ability to verbally communicate effectively with guests and co-workers.
能够和客人、同事熟练高效语言沟通。
Pushing, pulling, bending, stooping, upward reaching
能够推、拉，灵活的弯腰、扭身、摸高。
Some exposure to cleaning chemicals
能够适应清洁用化学品。
Prolonged periods of standing and/or walking
。
能够适应高温和严寒的工作环境。
Exposure to extreme temperatures
能长时间站立或者走动。
Customer Service –Oriented
服务宾客
Efficiency
效率
Desirable Communication Skill
有效的沟通技巧
Organizer
组织能力
Team Player
团队合作能力
Language
语言
Fluent in Chinese/Mandarin; English preferred
普通话流利；英语流利优先
Education
教育
High school and above
高中以上文化
Professional Qualification
资格等级
Relative work experience preferred
有相关工作经验优先
