l 掌握房价,包价,折扣和促销的说有信息,并知道如何去处理。
Haveknowledge about room rates, packages, discounts and promotions and know how tohandle.
l 掌握客人房间,位置,客房礼物,特色以及酒店提供的所有其它的服务。
Haveknowledge about guest rooms, locations, amenities, features and all otherservices offered by the hotel.
l 在为客人提供快捷结账的同时严格遵守财务及银行的各项规定。
Strictlyfollow all cash handling and banking procedures to check out all customersefficiently.
l 熟练的使用MARSHA和Opera系统并会使用钥匙系统。
Operate MARSHA, Opera system well and be able to usekey card system.
l 正确的完成客人的登记,房间分配以及协调所有客人的特殊要求。
Perform guest registration and room assignmentcorrectly and efficiently, accommodate special requests of all customers.
l 了解万豪积分兑换,及其它的常客计划。参与并积极的推广万豪旅享家计划,确保以正确的价格来达到集团目标。
Be knowledgeable aboutMarriott Bonvoy and other frequent flyer programs. Participateand contribute in Marriott Bonvoy sign-up program; ensure accuracy andactivation rate meet brand goal.
l 在三声之内按标准接听电话并使用正确的电话礼仪。
Answer phone calls according to standard by usingproper telephone etiquette and within three rings.
l 了解如何使用保险箱。
Know how to operate safety deposit box.
l 确保前台和后台办公室区域的整洁。利用剩余时间去清洁。
Ensure the cleanliness of the front desk andback-office area at all times. Utilize spare time for cleaning.
l 必须帮助所有客人的问题和询问,确保所有的客人问题的解决都要依照万豪LEARN模式。
Assist all guests in problems and questions asrequired. Ensure that all guest problems are resolved by using Marriott LearnModel.
l 积极的参与酒店激励计划, 熟悉酒店销售策略。
Take action to participate in hotel incentiveprogram and be familiar with hotel sale strategy.
l 灵活的安排工作计划。很熟悉的了解酒店的运作。协助同事按时完成所有工作。
Be flexible in regarding to work schedule. Have asolid understanding of hotel operations. Assist fellow associates whennecessary to get all jobs done on time.
l 谨慎的使用Opera/MARSHA的密码,在离开时必须退出登陆客户终端。
Use Opera/MARSHA password with discretion; Log offthe terminal when leaving the area.
l 结账时确保在客人的信用卡上收取正确的费用,为客人提供余额为零的账单。
Ensure proper charge is posted to guest credit cardwhen check out, provide guest with a zero-balance invoice.