【岗位职责】 1、在餐厅经理的领导下工作，做好包桌、零点的接待服务及卫生清扫工作。 2、做好开餐前的准备工作，检查餐厅设备、餐具是否完好使用，按照规范要求配备用具，布置台型、美化环境。 3、保持餐厅的卫生，做到无蚊蝇、无灰尘、无杂物，无异味，使餐具炊具清洁完好。 4、文明礼貌，热情待客。做到来有迎声、去有送声，微笑服务，耐心解答就餐者提出的问题。 5、注重个人仪表仪容，保持服装整洁，疏妆好自己的发型、站立端正，面带微笑。 6、严格执行服务规范和操作程序，掌握好上菜时机。根据菜肴种类按顺序上菜。要准确清楚的报上菜名，主动介绍饭菜特点，掌握上菜速度。 7、客人就餐完毕视情及时开具“饭单”并收取就餐费用，记帐单位应主动请有关人员签字，避免错收或“跑单”。 8、客人离开后及时清点餐具物品，刷洗干净，保洁放置。发现客人遗留物品应交餐厅主任(经理)或服务台，尽快转交客人。 【岗位要求】 1、服务意识强，能够主动为客人提供优质服务。 2、具备良好的沟通能力，能够与客人进行愉快的交流，解决客人的问题。 3、熟悉服务流程和规范，能够熟练对客服务。 4、了解酒水、菜品等餐饮产品的知识，能够为客人提供专业的推荐和建议。 5、具备良好的身体素质，能够适应快节奏的工作环境。

【岗位职责】 1、服从集团品牌的政策、程序以及品牌标准 2、每个时段的餐桌摆放标准，边台在任何时候都保持干净整洁的状态 3、和厨房员工保持良好的关系和有效的沟通 4、根据品牌标准为客人服务酒水和食品 5、正确介绍菜单，适当的时候为客人提供好的建议 6、掌握相关的食品，酒水以及服务知识 7、灵活运用对客服务技巧 8、热情待客，能够妥当处理客人的意见和问题。 9、根据部门经理的要求完成其他工作 【岗位要求】 1、掌握所有食品及饮料业务和现代管理原则方面的经验 2、至少有1年的相关的餐饮部工作经验 3、任何时候保持良好的仪容仪表 4、积极的行动力 5、具备良好的沟通表达能力 6、良好的英文书写和口语能力

【岗位职责】 1.熟悉并能正确处理各种不同的面料、布巾。 2.确保正确使用设备和化学剂。 3.在有要求时收集客人衣物，确保准确记录客人房号。识别出客衣的种类，洗衣前后检查所有项目并记录损坏、褪色等，对自己不熟悉的衣料不能擅自处理。 4.专业处理客人衣物，尽量避免损坏、缩水、丢失纽扣等。 5.熟悉洗衣工作流程。 6.能够正确使用洗衣房设施设备。 7.保持维护所在工作区域的高度整洁。 8.具有主动性，能够及时发现问题，上报问题、解决问题。 【岗位要求】 1.会识别不同布巾, 熟悉洗衣所用的化学试剂。 2.有相关的洗衣房工作经验。

【岗位职责】 1、协助宾客提拉行李及行李寄存服务。 2、为有需要的宾客提供委托代办服务。下雨天为宾客提供雨伞租借服务。 3、确保交班本上记录的每一件事情都已经落实。 4、确保所接收的行李和包裹的安全，并存放在合适的地方。 5、事先检查所有抵达和离店团队的分房名单。 6、记录未完成的工作交给下一个班次。 7、管理行李房，确保行李房干净、接收、存放行李和其他任何物品以及宾客的遗留物品的处理要按照正确的程序进行。 【岗位要求】 1、大专及以上学历。具有1年以上从事前厅服务工作经历。 2、工作认真、作风细致、吃苦耐劳、反应灵活。 3、能进行英语日常会话，开展对客服务。

【岗位职责】 1、掌握当日客情及餐饮活动。 2、参与各项前台的工作。发现并上报工作中出现的问题。 3、掌握当天到店及离店的重要宾客，回头宾客。 4、在宾客到店之前准备好登记表、钥匙卡等以确保入住手续方便、快捷。 5、与住店宾客保持良好沟通以了解宾客之喜恶（喜好），协助宾客解决疑难事宜。 6、做好每日对住店宾客的电话拜访工作，搜集宾客意见并及时采取跟进措施与向上级反映。 7、在前台及大堂与商务楼层接待及迎送住离店的宾客。 8、协助入住商务楼层之宾客办理登记入住及离店手续。 【岗位要求】 1、大专及以上学历，有同岗位工作经验1年以上，有良好英文沟通能力。 2、具有良好的服务意识，团队协作精神以及良好的沟通、协调和应变能力。 3、注重细节，工作有责任心，敢于承担责任，执行力较强。 4、有上进心和良好的学习能力和抗压能力。

【岗位职责】 1、查看交班记录，了解上一班的移交事项，并负责处理； 2、熟悉预订资料，了解客情，尤其要记住即将来电的贵宾、常客的姓名，了解酒店的所有活动； 3、熟悉酒店有关客房销售的各项政策，向来店宾客推销客房，努力争取最好的经济效益； 4、熟练前台各项业务和技能，做好对客服务； 5、熟练掌握店内信息，提供准确的问讯服务； 6、负责为下榻酒店的宾客办理入住登记手续； 7、负责客房钥匙的管理和发放工作并严格遵守验证制度； 8、制作有关报表，为其它部门提供准确的接待信息。 【岗位要求】 1、大专及以上文化程度，流利的英语口语； 2、性格开朗、头脑灵活、工作踏实，具有较强的服务意识、推销意识和责任感； 3、通晓酒店各项对客政策、设施设备及服务种类以及总台工作程度和规范。

【岗位职责】 1、负责客房部的整体经营和运作；分配督导员工工作，制定工作计划。 2、确保部门成本及各项费用，得以良好的控制。 3、根据酒店的运营标准，随时对房间和设施设备及各项物品进行检查。 4、制定部门的年度预算，并确保部门的经营费用控制在预算之内。 5、检查客房部的设施和管理，抽查及提升本部门整体工作质量及工作效率。 6、组织编制部门工作程序及工作考评。 【岗位要求】 1、大专毕业学历或同等以上。 2、有X年以上同星级客房管理工作经验。 3、熟悉客房部专业知识，熟练使用电脑，持有客房部经理上岗证或资格证书。 4、掌握熟悉客房管理、服务流程和质量标准。 5、具有组织协调能力、应变能力、经营能力以及文字表达能力和信息管理能力。

Operations营运 Be responsible for daily operation of therestaurant to ensure smooth operation of the restaurant.负责餐厅日常的营运，保证餐厅营运顺畅。 Open and close daily operation according to thesuperior’s arrangement.遵照上级的安排表来开始和结束一天的营运。 Initiate aggressive guest interaction through seeking andsoliciting feedback from guests.与客人进行积极的互动和交流，征求客人的反馈以提高服务质量。 Train, maintain and enforce all Lixury service standards.培训、维持和执行所有丽思瑞酒店的服务标准。 Enforce the Lixury standardized drink recipeand presentation guidelines to ensure consistent quality beverage to guests inaccordance with the Langham Bar Guide.执行丽思瑞酒店规范的饮料配方，以确保给客人提供的饮料具有一贯的品质。 Ensure that food and beverages are provided withquality assurance.确保所提供的食品和饮料有质量保证。 Properly execute revenue and check control procedures on shift.严格执行收入和账单的操作程序。 Handle daily colleague relationships (e.g., shift adjustment).处理日常同事的协作关系（例如，班次调整）。 Maintain a safe & sanitary work environment forall colleagues & guests.为所有的同事和客人，建立一个安全及卫生的工作环境。 Provide as much help as possible for restaurant operation (e.g., schedules, floor arrangement,reservations).为餐厅营运提供尽可能的帮助（例如，工作时间表，楼层安排，预定）。 Find solutions for problems such as callouts, last minute bookings, or any other daily problems that may arise.找到解决问题的方法，如电话服务，最后一分钟的预定，或其他每天可能发生的问题。 Be on the floor during the shift and assistservers or hostess to ensure guests are satisfied.在餐厅营运时，确保在各自的岗位上，协助服务员或迎宾，使客人满意。 Ensure all work is done on a daily basis.确保完成每天的工作。 Maintain proper colleague uniform standards. 保持同事制服的标准。Establish an effective engineering maintenance andmaintenance procedure through work assignment and surprise inspection.通过工作分配和突击检查，建立起一个有效的工程维护及保养程序。 Understand and guide the principle of authorization to ensure guest satisfaction.理解和指导授权原则，以确保客人的满意度。 Actively support the Quality Improvement Process.要积极支持质量改进程序。 Assist in working toward positive financial results.协助工作得到积极的财政结果。 Assist in maintaining a highly motivated andwell-trained team.协助培训一个高度的热情和训练有素的团队。 Exercise station rotation to ensure stations are distributedfairly. 运用岗位的轮换制，来确保工作安排的合理性。 Set a good example for colleagues and motivatecolleagues to work enthusiastically.以身作则，为同事树立良好的榜样，激励同事的工作热情。

You will be responsible to provide an excellent and consistent level of service to your customers. JOB SPECIFIC DESCRIPTION To serve excellent service to guests in the assigned Place of Work, provide a courteous, professional, efficient and flexible service in order to maximize guest satisfaction. QUALIFICATIONS Ideally with a relevant degree or diploma in Hospitality or Tourism management. Minimum half a year work experience in hotel operations. Good customer service, communications and interpersonal skills are a must.

在洲际酒店及度假村®，我们希望宾客感觉风格独特、时尚现代和深入洞悉，这意味我们需要你： 亲切、充满自信、体现尊重来展现富有魅力的你。 理解和预测宾客的需要、做到细心周到、具主人翁精神、把事情办好，保持专注当下。 见多识广、分享阅历、展现你的风格来创造令人感觉特别的时刻，做到令人难忘。 · 负责所有与前台相关的活动，如接待、办理入住和退房手续、给客人安排客房、外汇业务以及协助处理客人的问询等。 · 按照既定工作程序为所有来客登记并安排房间。 · 履行入住、退房和换房手续，并确保所有资料都按照预订情况完整的输入酒店电脑系统。 · 处理客人的投诉、问询和请求，如果自己无法提供协助，则将问题转给主管和宾客服务经理 。 · 全面了解标准的预订工作程序，包括如何正确使用表格，如何读电传、电子邮件和留言，以及如何在预订系统内对房源情况进行解读。 · 力争保持酒店的高标准，特别注意洲际酒店集团忠实计划会员及其它贵宾的重要性，并重视酒店的健康和安全隐患等问题。 · 拥有1年宾客服务部工作经验，或与此相当的教育和相关工作经验结合的背景。

在洲际酒店及度假村®，我们希望宾客感觉风格独特、时尚现代和深入洞悉，这意味我们需要你： 亲切、充满自信、体现尊重来展现富有魅力的你。 理解和预测宾客的需要、做到细心周到、具主人翁精神、把事情办好，保持专注当下。 见多识广、分享阅历、展现你的风格来创造令人感觉特别的时刻，做到令人难忘。 · 负责维护客人和酒店资源的安全。 · 执行安全和紧急事件处理程序 · 熟悉消防报警及灭火器材的位置 · 保持定期的在公共区域或所负责的岗位值勤 · 巡视酒店的所有区域，包括员工更衣室、厨房、餐饮库房、停车场及其他偏僻区域 · 按照指示对酒店重要客人及重要官员提供护卫，保证大堂及其它繁杂区域的交通秩序正常 · 熟悉酒店布局、设计及出入口的情况 · 具有一年保安经验和军队或执法经验，或与此相当的教育与工作经验结合的背景

在洲际酒店及度假村®，我们希望宾客感觉风格独特、时尚现代和深入洞悉，这意味我们需要你： 亲切、充满自信、体现尊重来展现富有魅力的你。 理解和预测宾客的需要、做到细心周到、具主人翁精神、把事情办好，保持专注当下。 见多识广、分享阅历、展现你的风格来创造令人感觉特别的时刻，做到令人难忘。 · 依照酒店对清洁和外观的标准为公共区域提供保洁服务。 · 熟悉酒店所有公共区域。 · 确保及时完成日常保洁工作。 · 有效地处理应急事件。 · 掌握酒店各类特殊活动信息以便发现并满足客人需求。 · 安全正确地使用保洁设备。 · 按照业务要求开展工作

在洲际酒店及度假村®，我们希望宾客感觉风格独特、时尚现代和深入洞悉，这意味我们需要你： 亲切、充满自信、体现尊重来展现富有魅力的你。 理解和预测宾客的需要、做到细心周到、具主人翁精神、把事情办好，保持专注当下。 见多识广、分享阅历、展现你的风格来创造令人感觉特别的时刻，做到令人难忘。 · 正确并礼貌地处理所有打进和打出酒店的电话。 · 准确记录并管理叫早服务。 · 与相关部门合作，对客人进行呼叫。 · 熟悉当地电话表以及常拨号码。 · 及时处理客人的所有问询和要求。 · 熟知酒店的消防、救生和安全系统。 · 熟知紧急事件处理小组的相关情况以及电话室在此方面的工作方式。 · 保管酒店相关信息。 · 拥有1年宾客服务或电话总机的工作经验。

西厨房厨师/领班

Responsible for the cleanliness of assigned guest rooms and service areas. 负责所分配的客房和服务区域的整洁。 2.Respect guest privacy when room is on “Do not disturb” status. 当客房处于“请勿打扰”状态时,尊重客人的隐私。 3.Offer all possible assistance to guests and respond to guests request. 尽可能地为客人提供帮助,响应客人的要求。 4.Cleans and supplies guest rooms according to standards and procedures. 按照程序和标准打扫和补给客房。 5.Ensure master keys are kept secure at all times. 随时保证万能钥匙的安全。 6.Keep trolley neat and adequately supplied. 保持手推车的整洁和充分的补给。 7.Maintain all equipment in good working condition. 维持所有的装备处于良好的工作状态。 8.Keep linen room neat and in good order. 保持布草房的整洁和井井有条。 9.Report any loss or damage of linen, furniture, fixture or equipment to the Floor Shift leader. 向楼层主管汇报任何布草,家具,固定物或装置的丢失或损害。 10.Report maintenance deficiencies to the Floor Shift leader. 向客房主管报告养护的不足。 11.Report for duty punctually wearing the correct uniform and name badge at all times. 按时穿戴正确的制服和名牌。 12.Does turndown service when required. 需要时提供开夜床服务。 13.Deliver high quality service to guests. 为客人提供高质量的服务。 14.Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests. 保持高水平的产品和服务知识,以便为客人解释服务和便利设施并将这些服务和便 利设施销售出去。 15.Adhere to the hotel’s security and emergency policies and procedures. 坚持酒店安全制度、紧急情况处理规定和程序。 16.Ensure a high level of cleaning is maintained in work area. 保持维护所在工作区域的高度整洁。

MAJOR RESPONSIBILIES 責任概要 : Serving guests at the front desk while providing the highest lever of service possible in an efficient, courteous and professional manner by following Marriott standards of aggressive hospitality and adhering to guidelines and procedures. 对客提供高品质、高效率的服务，礼节及专业行为遵循万豪服务品牌标准、政策与程序。   SPECIFIC DUTIES 工作任務 :   Answer the phones according to the standards of proper etiquette and within three rings; Greeting guest friendly and warmly. Address in-house guest by name.    按照标准礼仪在铃响三声内接起电话；热情友好问候客人，对于酒店内客人要称呼姓名。 Attend daily briefings conducted by the Assistant Front Office Manager/Guest Service Manager at the beginning of each shift. 每班上岗前参加前厅副经理 / 宾客服务经理主持的交班会。 Maintain cash float and accurately handle monies at all times. 任何时候确保备用金充足和准确。 Review arrival information on a daily basis; VIP, Regular guests, Groups, special requests etc. 每班检查当日抵店客人信息，包括贵宾、回头客人、团队的情况以及特别要求。 Check house status. 查看房态。 Assign the rooms according guest’s request, preference and rooms control policy. Set up pre-registered and VIP reservations. 按照客人的订房要求和喜好以及房间控制的政策分房。准备需要预分配的房间和贵宾预订。 Performs room, rate and/or name changes. 执行换房，改价或更改姓名。 Check in & check out individual guests and group. 为团队和散客办理入住和退房手续。 Check all arriving tours and do room assignments. Make copies of final tour list. 查看预抵团队并分配房号。复印团单。 Review the name billing for the departure VIP/Long staying/group/meeting group’s billing, and make the necessary preparation. 提前查看预计退房的贵宾 / 长住客 / 团队 / 会议团队的账单，并做必要的准备。 Anticipate guest’s needs through observation and offer prompt, efficient service either personally or through effective communication with other associates. 通过观察或与其他同事的交流预见客人的需求，提供快速高效以及个性化的服务。 Consistently strive to meet and exceed the expectations of both internal and external guests. 始终努力达到和超越外部和内部客人的期望。 Demonstrate comprehensive knowledge of Front Office procedures and computer system such like Opera and key card system. 充分掌握前厅的产品和电脑系统操，例如 OPERA 和钥匙卡系统。 Deal with all guest requests promptly, taking personal responsibility to ensure guest satisfaction. 对客人的要求反应迅速，主动承担责任满足客人的需求。 To check all mails messages, packages and other items held for arrival guest. 按照酒店的标准称始终称呼客人的姓名。 Use guest name whenever possible in accordance with hotel standards. 检查是否有预抵客人的邮见，包裹和其它物品。 Handle guest messages, facsimiles and mail, ensuring that the information is passed on are accurate, complete and promptly delivered. 处理客人的留言，传真和邮件，确保上述信息准确、完整、迅速的送达客人。 Convey information and messages to appropriate personnel in a timely and efficient manner. 迅速有效的传达信息和留言。 Effectively communicate and liaise with associates on all levels, understanding the importance of   teamwork within hotel operations. 有效的与其他同事沟通和联络，理解酒店运作中团队合作的重要性。 Promote the hotel and Wanda products and services. 促销饭店与万达的产品与服务。 Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests. 维持对产品和服务的高度了解以便于向客人解释及销售服务和设施。 Be aware of facilities and points of interest within the city and surrounding areas to assist with any guest inquiries. 了解当地及周边情况，为客人提供解答及帮助。 Be familiar with all room types, availability, rates, group movements and billing, daily events, promotions, VIP’ s and frequent guests. 熟知房型、房态、房价、团队活动和账单、每日重大活动、促销、重要贵宾和常客。 Ensure that all guests are warmly welcomed and recognized in accordance with hotel standards and the goals of   Marriott. 确保客人受到欢迎和认知，与酒店标准和万豪标准一致。 Ensure all necessary information is obtained upon check-in, following hotel credit procedures. 确保客人入住时得到所有必要的信息，执行酒店的信用程序。 Be familiar with all vouchers and group billing procedures. 熟知所有的凭单及团队结账程序。 Assist with daily Marriott Member and frequent guest program administration. 负责万豪会员宾客及常住客的日常接待工作。 Adhere to hotel credit procedures and policies at all times. 任何时候严格执行酒店的信用政策和程序。 Handle the guest checkout process, ensuring billing processes and manual postings are conducted in   accordance with hotel standards. 处理客人退房程序，确保账单和手工入账符合酒店标准。 Be fully conversant and efficient in dealing with foreign currencies and their exchange rates in order to provide foreign exchange services to guests. 熟悉可供兑换的外币以及兑换率以便提供外币兑换服务。 Issue safety deposit boxes, cut and issue guest room keys in adherence with hotel security policy and procedures. 提供保险箱服务，根据酒店的安全政策和程序取消和发放客房钥匙卡。 Maintain daily logbook and conduct informative handover to next shift ensuring that all relevant information is passed on clearly and any guest’s request are recorded. 完成工作日志，与下一班进行充分的交接，以确保所有信息被清晰传递 , 所有客人要求被记录。 Maintain a clean and tidy work area in accordance with the hotel standards. 按照酒店标准，确保工作区域的清洁。 Adhere to hotel policy regarding uniform and personal presentation. 工服着装和仪容仪表符合酒店规定。 Ensure that the Duty Manager is informed immediately of any emergency, security or health & safety matter. 确保任何突发事件，安全及健康事件立即通知值班经理。 Any other duties as may be assigned from time to time. 承担其他实时被委派的职责。 Be knowledge about Mobile check in, and know the daily mobile check in guest information. Lunch the control panel hourly, and operate as the right standard. Block room in system, and prepare the welcome folder, use the appropriate sentence warmly 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，每 1 小时登录控制面板，并按标准程序来执行操作。提前准备房间及文件夹，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。 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. 要保障安全须严格遵守安全法规，与异常情况须及时上报。建立、支持所有的安全方案。行走在湿滑地面上要留意。在操作设备之前，确保已了解了安全说明。 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 ·              Prefer one year working   experience in 5 star hotels. 一年以上五星级酒店工作经验者优先 Language : 语言能力 ·              Able to converse in   English fluently 英语流利 Education : 教育 ·              Preferably ‘O’ Level   qualification 大学专科及以上学历。 Job   License 资格 / 等级证 : ·              N/A  

  MAJOR RESPONSIBILITIES 责任概要： Follow relevant regulations strictly to ensure equipments in hotel running normally.        严格遵守有关规章制度 确保酒店的设备的正常运行。 Ensures that all staffs deliver the brand promise and provide exceptional guest service at all times.         确保所有员工遵循品牌承诺并始终提供优异的对客服务。 Ensure staffs also provide excellent service to internal customers in other departments as appropriate.        确保员工同样在适当的时候为其他部门的内部客人提供优质服务。 Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.        礼貌而高效地处理所有客人和内部客人的投诉和询问，确保问题得到圆满解决。 Handles guest and staff enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up. 友善、有效地解决顾客和员工的问题，对于他们的投诉和提出的问题如不能当时解决，应汇报给上级，并迅速跟进及时反馈结果。 Maintain positive guest and colleague interactions with good working relationships.        与顾客和同事要有良好的合作关系。     SPECIFIC DUTIES 工作任务： Execute the repair, maintenance and engineering operations according to the departmental standards 维修，保养和工程设备操作工作要与部门营运要求相一致 Properly handles and maintains all electrical facilities and tools. 合理的使用和维护所有电气设施和工具   Accepts and is willing to perform general maintenance activities outside of the original routine scope of trade training 具备社会认可并颁发的培训或相关资格证件，可胜任并自愿地执行综合维修的工作安排 Assist the Engineer to finish daily tasks, so that the electronic system can run trustworthily. 协助工程师完成每天工作分派，确保电子系统可靠运作，以及消防设备安全。 Keep daily running record of A/C ， Elect, and Plumbing equipments according to the arrangement of the supervisor. 根据主管的安排认真做好每日的空调、电器、机械设备运行记录。 To do the maintenance of the equipments according to the working plan. Make detailed record regarding on the repairing and maintenance. 按照工作计划完成对设备的维修保养。并作好相应的详细的记录。 On duty person must execute strictly the operation procedure to prevent accidents. 当班人员要严格执行各项操作规程，防止事故发生。 Daily patrol must be executed strictly to eliminate insecurity factor and solve the defect & problem timely. 认真执行日常巡检，消除不安全因素，及时排除故障。 Maintain the working area in good condition in terms of neatness & orderliness. 保持工作场地的整齐整洁。 Accept other assignments instructed by the building service   engineer and supervisor. 随时接受值班工程师和主管安排的其他工作。 To keep good care of drawing, tools & establishes used on duty. 保存好当班所用的图纸、工具和设施。 Follow concerned fire fighting regulation of the hotel when use the fire to weld. 动明火焊接工作时，必须遵守酒店有关消防规定。   Provide good service at all times. 随时随地提供良好的服务。 Pay attention to the dressing and wearing when entering the guestrooms. 注意进入客房维修保养时要注意仪表仪容。 Make detailed record regarding on the work completed or not completed in working hours when shift handover. 交接班时要详细记录工作情况。 Attend training sessions and meetings as and when required. 参加必要的培训和例会。 Carries out any other reasonable duties and responsibilities as assigned. 完成其他合理分配的职责和任务。 18 ． Complete the other reasonable duties assigned by HRM. 完成上司分配的其他合理工作。     JOB SPECIFICATION 职位要求： Profile   of Competency 工作能力 ：     Basic AC , Elect and Plumbing principals ， decorations, fire control , AV and related computer        skills.       基本空调、电器原理，给排水，装饰技能，消防， AV 及有关计算知识 Be familiar with        preventive maintenance schedule, test and trouble-shooting of air condition and refrigerating installation .       熟知冷、暖空调和冷冻装备之保养计划、试验、检查故障方法和维修技能 Be        familiar with the anticorrosion methods on tubes , copper, air-condition and other kinds of pipes.       熟知软管、铜管、空调水管道及喉管等之预防腐蚀方法 Be familiar with the        AC , Elect ， Plumbing ， fire control, safety actions and regulations.       熟知空调、电器 , 机械及消防安全措施及守则   Language   语言能力 ： －   普通话 Standard   Chinese Pronunciation Education 教育 ： －   职高毕业    Above high school

  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

职位描述 Job description 1.据有常规的烹饪技能和知识。 Have general knowledge of food technique. 2.确保所有的准备工作已经在开餐之前准备到位。 Ensure mise-en-place is completed prior to service. 3.积极主动的监督厨房冻库卫生以确保厨房营运的卫生和安全。 Supervise and take active part in cleaning kitchen chillers to ensure that is clean and safe for operation. 4. 确保供应商及时的到货。 Ensure that the suppliers are picked up in time. 5.熟悉厨房的设施设备。 Be familiar with kitchen equipments. 6.确保高标准的个人形象和仪容仪表。 Ensure high standards of personal presentation and grooming. 7.根据行业、公司和酒店对于餐饮部职能要求的变化做出反应。 Respond to changes in the Food and Beverage function as dictated by the industry, company and hotel. 任职要求 Qualifications 1.面包制作专业优先。 Bakery cooking certification preferred but not required. 2.至少2年面包烹饪经验，酒店厨房履历优先。 Minimum 2 years experiences as bakery cook; hotel experience is preferred but not required.

岗位职责 使用酒店的标准，最大限度的令客人满意。确保客人满意。营造健康的工作环境并融入其中。 1.清洁并擦亮所有器皿。 2.保持工作场地及餐具室内物品的齐全、干净、整洁。 3.添加所需的布品及操作设备。 4.从仓库内领取物品。 5.根据餐厅的规定来摆放餐桌。 6.结束服务后，要清理所有的饭菜，并清洁桌面。 岗位要求 1.对工作认真踏实，工作态度端正，能吃苦耐劳。 2.有一定的西餐服务技能。 3.身体健康，仪表端正。

岗位职责： 1.负责计划，组织，领导，主管，协调，审核和参加前台员工的日常工作。 2.协助前台经理检查前台运作，在前台为客人提供高效的服务。 3.熟练并高效为客人办理入住及离店。 任职资格： 1.  拥有沟通技巧并具备应变处理问题的能力。 2.  具有解决问题、推理、号召、组织和培训能力 3.  充满活力和拥有实现目标的热情 4. 仪表端正、身体健康、

职位描述 Job description 1.确保遵循品牌承诺并始终提供优异的对客服务。 Ensure the delivery of brand promise and provide exceptional guest service at all times. 2.在适当的时候为其他部门的内部客人提供优质服务。 Provide excellent service to internal customers in other departments as appropriate. 3.礼貌而高效地处理所有客人和内部客人的投诉和询问，确保问题得到圆满解决。 Handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily. 4.与客人和同事保持基于良好工作关系的互动接触。 Maintain positive guest and colleague interactions with good working relationships. 5.记录客人点菜并及时提供产品和服务，不得无故延误。 Record the guest order and provide products and services, without undue delay. 6.熟悉并对餐厅菜单和酒单有相当的了解。 Familiar with restaurant menu and wine list. 7.向餐厅领班、主管/副理报告所有困难及问题，以便解决和跟进。 Report all difficulties and problems to captain, supervisor or assistant manager, having them follow through to make sure problems are resolved satisfactorily. 8.保持所有酒水和客人供应品的标准库存量。 Ensure par stock level of all items and guest supplies according to hotel requirement. 9.确保根据要求和运作需要做好餐前准备工作。 Ensure well prepare before the meal according to requirement and operation need. 10.清洁并重新摆设餐台和餐桌。 Ensure that the outlet is kept clean and organized, both at the front as well as the back of house. 11.根据要求准备及服务鸡尾酒。 Prepare and serve the cocktail based on the request. 任职要求 Qualifications 1.至少三年大专。 Minimum 3 years’ college education. 2.一年相关经验或与此相当的教育和相关工作经验结合的背景。 1 years related experience or an equivalent combination of education and work-related experience.

岗位职责 1.接受线上、线下客户对酒店的预订需求，并予以妥善解决。 2.接听客户对酒店等产品信息的咨询电话，予以解答并作好相关记录。 3.熟悉处理房间预订的程序，给宾客提供给最新和最准确的房况信息。 4.转接酒店外线电话。 5.解答客人的疑惑，传达客人的需求给相关部门。 岗位要求 1.具备热情的工作态度、拥有良好的执行力和团队精神； 2.有一定的沟通能力，口齿清晰、开朗自信，有较强的语言表达能力和人际沟通能力； 3.大专以上学历，普通话标准，有良好的英语表达能力，谈吐礼貌，声音甜美； 4.熟练掌握基本办公软件操作，中英文打字熟练； 5.具有优良的服务意识和敬业精神，能够适应倒班制。 可接受实习生

职位描述 Job description 1.准备餐厅服务 Prepare an Outlet for Service 清洁餐厅设施 Clean outlet equipment 分类及储存餐厅设备 Sort and store outlet equipment 处理玻璃器皿 Handle glassware for service / flatware for service and china for service 处理刀、叉、匙等餐具 Prepare for buffet service 准备备餐台Prepare tables 准备服务设备和材料Prepare service equipment and materials 接收和记录预订T ake and record reservations 2.提供餐厅服务 Carry Out Outlet Service 在工作区域确保制服整洁、大方 Wear appropriate uniforms for the area, as supplied by the hotel. 提供彬彬有礼的专业餐饮服务 Serve Food & Beverage in a friendly and professional manner. 向客人问候并安排为其安排座位 Greet and seat guest 任职要求 Qualifications 1.大专毕业证书 College Certificate 2.一年相关经验或与此相当的教育和相关工作经验结合的背景。 1 years related experience or an equivalent combination of education and work-related experience.