1. Serve as the hotel’s principal authority on revenue strategy, demand forecasting, pricing, and inventory management. 作为酒店在收益战略、需求预测、定价管理方面的负责人。 2. Define and execute integrated short-, medium-, and long-term revenue strategies (3, 6,and 12-month horizons). 制定并执行整合的短期、中期和长期收益战略（3个月、6个月和12个月规划）。 3. Lead total revenue optimization across transient, group, corporate, leisure,wholesale, and distribution channels. 领导散客、团队、企业、休闲、及各个分销渠道的全面收益优化工作。 4. Ensure all revenue strategies align with brand philosophy, commercial objectives, and long-term business vision. 确保所有收益战略与品牌理念、商业目标及长期商业愿景保持一致。 5. Actively contribute to Guidance Team discussions, shaping hotel-wide strategy and performance outcomes. 积极参与指导团队的讨论，塑造酒店整体的战略方向和绩效成果。 6. Develop, own, and manage annual revenue budgets, rolling forecasts, and long-range financial plans. 制定、负责并管理年度收益预算、滚动预测及长期财务计划。 7. Drive market share gains by analyzing competitive intelligence, demand trends, and market dynamics. 通过分析竞争情报、需求趋势及市场动态，推动市场份额的增长。 8. Lead month-end, quarterly, and annual revenue performance reviews with clear insights and actionable recommendations. 主导月末、季度及年度的收益绩效回顾，提供清晰的洞察分析和可执行的建议。 9. Evaluate market share, rate positioning, channel mix, and contribution margins to optimize profitability. 评估市场份额、房价定位、渠道组合及贡献利润率，以优化盈利能力。 10. Partner with Finance to ensure forecast accuracy, budget discipline, and achievement of GOP and revenue targets. 与财务部门合作，确保预测的准确性、预算的纪律性，以及GOP（经营毛利）和收益目标的达成。 11. Oversee pricing architecture, booking windows, restrictions, and inventory controls using RMS and PMS platforms (e.g. Easy RMS, OPERA). 监督定价架构、预订窗口、限制条件及库存控制，使用收益管理系统（RMS）和酒店管理系统（PMS）平台（如 Easy RMS, OPERA）。 12. Ensure effective channel distribution strategy, including GDS, brand.com, OTAs,wholesalers, and direct channels. 确保有效的渠道分销战略，涵盖全球分销系统（GDS）、官网（brand.com）、在线旅行社（OTAs）、批发商及直接渠道。 13. Lead the analysis of booking patterns, pickup, wash, turndown, and demand indicators to guide selling strategies. 领导对预订模式、增量、流失、退房及需求指标的分析，以指导销售策略。 14. Provide clear, timely communication of revenue strategy and anticipated business demand to hotel stakeholders. 向酒店利益相关者清晰、及时地传达收益战略及预期的业务需求。 15. Partner with Sales and Marketing to align revenue strategy with acquisition, retention,and positioning initiatives. 与销售和市场部合作，使收益战略与获客、留存及定位计划保持一致。 16. Contribute meaningfully to the annual marketing and sales planning process, ensuring revenue alignment. 深度参与年度市场及销售规划流程，确保与收益目标的一致性。 17. Lead and facilitate Revenue Strategy Meetings, Sales Strategy Meetings, and Executive Commercial Reviews. 领导并主持收益战略会议、销售战略会议及高管商业评审会。 18. Provide data-driven insights to support key account decisions, promotions, and strategic initiatives. 提供数据驱动的洞察，以支持关键客户决策、促销活动及战略举措。 19. Provide executive oversight of Revenue and Reservations operations, ensuring adherence to brand, service, and operational standards. 对收益及预订运营进行高管级别的监督，确保符合品牌、服务及运营标准。 20. Ensure accuracy, integrity, and timeliness of all reservations, group blocks, rooming lists, and system data. 确保所有预订、团队占房、名单及系统数据的准确性、完整性和及时性。 21. Monitor service quality, guest feedback, and service recovery related to reservations and revenue touchpoints. 监控与预订及收益触点相关的服务质量、宾客反馈及服务补救工作。 22. Oversee payroll planning, departmental expenses, and resource optimization within budget parameters. 监督薪资规划、部门开支及在预算范围内的资源优化。 23. Provide inspirational leadership and clear direction, role-modelling the Capella Culture and Service Philosophy. 提供鼓舞人心的领导力和清晰的方向，以身作则践行嘉佩乐（Capella）的文化及服务理念。 24. Build a high-performing revenue team through coaching, mentoring, succession planning, and capability development. 通过辅导、指导、继任规划及能力培养，打造高绩效的收益团队。 25. Set clear performance expectations, provide regular feedback, and conduct performance reviews and talent calibration. 设定明确的绩效期望，提供定期反馈，并进行绩效评估和人才校准。 26. Identify and address training needs to elevate commercial capability across the team. 识别并满足培训需求，以提升整个团队的商业敏锐度。 27. Foster strong cross-departmental relationships, serving as a catalyst for collaboration and shared accountability. 促进跨部门的紧密关系，作为协作和共同承担责任的催化剂。 28. Ensure integrity, accuracy, and optimization of all revenue systems, data sources, and reporting tools. 确保所有收益系统、数据源及报告工具的完整性、准确性和优化。 29. Lead continuous improvement of SOPs, processes, and analytical capabilities to enhance efficiency and effectiveness. 领导对标准操作程序（SOP）、流程及分析能力的持续改进，以提升效率和有效性。 30. Maintain strong awareness of market events, city-wide demand drivers, and macro trends impacting performance. 密切关注市场活动、全城范围的需求驱动因素以及影响业绩的宏观趋势。 31. Champion data-driven decision-making and innovation in revenue management practices. 倡导在收益管理实践中采用数据驱动的决策方式和创新方法。

岗位职责： l 负责酒店前厅部的接待和管理工作，熟知前厅服务设施的功能，处于完好状态。 l 进行有关的市场计划分析制定部门工作计划，完成工作报告。 l 督导下属部门人员，委派工作任务，明确岗位责任，随时调整工作部署。 l 保持良好的客际关系，能独立有效地处理宾客投诉。 l 协助酒店与更高一级领导处理突发事件。 岗位要求： l 专科以上学历，有同岗位工作经验3年以上，需要有万豪酒店工作背景，双休 l 熟悉酒店前厅的经营管理工作，具有较强的工作责任感和敬业精神。 l 督导前厅各分部员工服务质量标准、操作流程标准并对前厅部各项工作实施全面监管。 l 有效贯彻、落实并完成部门制订的每月工作计划。 l 英语对话流利，有较强的协调管理能力，具有一定的销售能力。 全面掌握前台收银方面的财务基础知识，能处理日常服务环节中所涉及到的问题；

MAJOR RESPONSIBILIES 责任概要 : To provide consistent quality of food and services to internal and external customers, by adhering to and enforcing all Marriott Standards and Policies; training and guidance of trainees and attendants. 通过坚持和执行各种万豪标准各项政策；培训和指导其部门其他员工和实习生，为所有顾客提供始终如一的，高质量保证的食品和服务。 SPECIFIC DUTIES 工作任务 : 1. Supervises Western Kitchen preparation shift operations and ensures compliance with all Food & Beverage policies, standards and procedures. 监督西厨房生产运营，确保执行所有关于餐饮的政策，标准及程序。 2. Assists Western Kitchen Chef De Cuisine and Executive Chef with kitchen operations as necessary.协助西厨房厨师长及行政总厨维持厨房的运营。 3. Supervise and coordinate activities of cooks. 监督和协调厨师的工作。 4. Determine how food should be presented and create decorative food displays. 确定食物应该如何呈现，并创建装饰性的食品展示。 5. Ensure proper portion, arrangement, and food garnish to be served. 确保提供适当的分量、摆放和食物装饰。 6. Monitor the quantity of food that is prepared. 监控准备的食物数量。 7. Inform Food & Beverage service staff of menu specials and out of stock menu items. 通知餐饮服务人员菜单特价和缺货的菜单项目。 8. Prepare special meals or substitute items. 准备特殊餐点或替代品。 9. Assist cooks and kitchen staff with various tasks. 协助厨师和厨房工作人员完成各种任务。 10. Provide cooks with needed items. 为厨师提供所需物品。 11. Monitor stock of kitchen supplies and food. 监控厨房用品和食品的库存。 12. Maintain kitchen logs for food safety program and food products. 维护厨房日志，以确保食品安全计划和食品产品的安全。 13. Ensure the quality of the food items and notify manager if a product does not meet specifications. 确保食品的质量，并在产品不符合规格时通知经理。 14. Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees. 协助管理层进行招聘、培训、调度、评估、劝导、纪律处分以及激励和指导员工。 15. Follow all company and safety and security policies and procedures; report maintenance needs, accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. 遵循所有公司以及安全和安保政策和程序;向经理报告维护需求、事故伤害以及不安全的工作条件;完成安全培训和认证。 16. Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. 确保制服和个人形象干净且专业;维护专有信息的保密性，保护公司资产。 17. Address guests’ service needs. 满足客人的服务需求。 18. Speak with others using clear and professional language. 用清晰和专业的语言与他人交流。 19. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. 发展与他人之间的积极工作关系;支持团队实现共同目标;倾听并适当地回应其他员工的关切。 20. Ensure adherence to quality expectations and standards. 确保遵守质量期望和标准。 21. Perform other reasonable job duties as requested by Supervisors. 根据上级的要求执行其他合理的工作职责。

MAJOR RESPONSIBILITIES 责任概要 To manage the operation of assigned restaurant/s by developing and implementing strategies and services which meet the needs of owners, employees, and guests. 管理餐厅营运，发展和实施各项战略计划，提供服务以达到和满足业主、员工和客人的需求。 INDICATORS OF SUCCESS业绩评估标准： § Financial (GOP, Restaurant Revenue, Average Check, Labor Control) 财政（毛利润，餐厅收入，平均消费，人工控制） § Customer satisfaction and loyalty goals (Medallia Score, Comment Cards, Annual Quality Review) 宾客满意度和忠诚度（Medallia 分值，意见卡，年度质量检查） § Achievement of employee engagement survey (Kenexa) and retention goals for department 完成员工满意度调查目标和部门目标 SPECIFIC DUTIES 工作任务 Supervises the operation of assigned restaurants and/or lounges 监督餐厅/酒廊营运 § Coordinates the set-up of restaurant and lounge areas in accordance with Brand’s standards 调整餐厅/酒廊的摆台，使之符合集团标准的要求。 § Confirms daily specials and new menu additions with the Executive Chef 与行政总厨确认每日特别推荐以及菜单上新增加的菜品。 § Oversees the food and beverage service provided in assigned outlet; coaches employees on effective service and food presentation techniques 检查餐厅的食品及酒水服务，指导员工提高服务技能和食品展示技能。 § Inspects assigned restaurants and lounge areas on an on-going basis and takes appropriate steps to ensure facilities meet or exceed hotel standards at all times 在餐厅/酒廊进行巡检，并适当的抽查以保证所有的设施能够达到或超越酒店标准。 § Conducts daily pre-shift meetings to discuss specials, house count, reservations and new menu items 组织每日班前例会，分享特别信息，酒店住房率，预定情况以及菜单上新增的菜品。 Provides employees with the information needed to perform their job effectively 为员工提供必需的信息，提高他们的工作效率。 § Orients employees to the department and hotel and provides on-the-job training on job responsibilities 员工入职时向他们介绍部门和酒店情况，并为其提供在岗培训，告知其工作职责。 § Prioritizes and assigns work 分配员工工作 § Provides feedback to the employee and Department Manager on the employee’s performance of job responsibilities 向部门经理及员工反馈关于员工表现的信息 Creates 100% guest satisfaction by providing Yes I Can! genuine hospitality and by exceeding guest expectations 通过提供“Yes! I Can!”这种坦率真诚的服务不断超越客人期望，创造100%的宾客满意度。 § Communicates and demonstrates Yes I Can! service to other employees 将“Yes! I Can!” 的服务理念传达给员工 § Gives personal attention, takes personal responsibility and uses teamwork when providing guest service 在提供对客服务时投入更多的注意力和责任心，并依靠团队合作 § Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems 解决宾客问题时仔细聆听、真诚的致歉，找到合适的方法并继续跟进 § Assumes the responsibility to notice when the guest is not satisfied and uses best judgement as to when it is appropriate to use the 100% Guest Satisfaction Guarantee 在客人不满意时，承担起关注的责任，做出最好的判定，保证100%的宾客满意度 § Performs other duties as required to provide Yes I Can! genuine hospitality 履行其他“Yes! I Can!” 服务理念所要求的职责                          Ensures that the customer receives quality service by providing work direction for restaurant staff. 为餐厅员工指明正确的工作方向，确保客人能够接受到优质的服务 § Supervises servers and bar persons, verifying that their workstations are stocked, neat and orderly. 监督服务员和吧员，检验他们的工作台，确保整洁、有序、储备充足 § Ensures that the dining room / private rooms are in a neat and orderly condition at all times. 确保餐厅及包房随时都干净整洁 § Provides customer with quality service by monitoring staff assignments and responsiveness. 通过管理员工工作任务和反应能力为客人提供优质的服务 § Liaise with kitchen to ensure timely service and highest standard of food and presentation is adhered to. 与厨房简历密切联系以确保食品能够及时的、高标准的出品 § Attention to hygiene and restaurant cleanliness. 关注卫生和餐厅清洁 Implements new standards and procedures for the restaurant as and when required. 执行餐厅标准和程序 § Responsible for on the job training and orientation of all new employees. 负责新员工的入职培训和在岗培训 § Ensures employees have appropriate level of training for required duties and with regard to safe practices using equipment. 确保员工能够接受到与职责要求相符合培训，并能安全使用器具进行练习 § Ensures proper grooming, hygiene and prompt attendance of all employees as per rosters and counsel as and when required. 确保所有员工遵守仪容仪表、卫生标准和考勤制度 § Ensure that all assets within areas of work are maintained and secure at all times. 确保工作区域的资产安全和维修 Ensures the integrity of both cash and charge accounts. 确保现金和各项账目的安全和完整 § Ensures all approval for voids and any discrepancies are reported immediately and followed up in a timely manner. 确保所有的账单删除和任何账目差异都能及时汇报和跟进 § Provides accurate reports of operations for management as requested. 根据要求为管理层提供精确地营运报告 § Assists in conducting monthly stock takes. 协助月度盘点 § Responsible for cashiering during hours when rostered on and ensures correct accounting procedures are followed. 班次需要时负责收银的工作，确保正确的记账程序得以执行 Adheres to and ensures all line employees adhere to the hotel policies and procedures. 确保所有岗位的员工都坚持遵循酒店的政策和程序 § Attends work on time as scheduled. 按照班表准时到岗 § Follows hotel grooming and dress standards. 遵守酒店仪容仪表和着装标准 § Minimizes safety hazards by following all safety rules and procedures. 遵守和执行安全规章制度和程序，将安全危害减小到最低 § Refrain from personal conversations with other staff at the main entrance. 禁止在公共区域和主要通道与其他同事私自聊天 § Keeps Manager fully informed of all problems or unusual matters of significance. 确保餐厅经理全面了解餐厅的所有问题和意外状况 § Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position. 采用与酒店政策和程序协调一致的方法，及时有效的履行本岗位职责和义务，以达到本职位所要求的目标 § Maintains a favourable working relationship with all other company employees to foster and promote a co-operative and harmonious working environment. 与其他部门同事建立良好的工作关系，创建和维护一个和谐的工作环境 § At all times projects a favourable image of the Hotel to the public. 对外建立和维护酒店的良好形象

【岗位职责】 1、察看并纠正每日收入日记账。  2、通过准备每月科目调节表及采取相应的行动控制所有的资产负债表科目。 3、特别核对应付帐余额，以确保其准确性，并对帐龄超过90/120天的帐目提出处理计划并跟踪，以确保其余额清晰。  4、管理住房预缴押金。 5、监控店内备用金及投资。 6、分析并调查收银员长短款。  7、编码及填写手工支票。  8、调查和输入银行对帐单数据。  9、编制银行余额调节表。  10、查看应付帐款月度明细调节表及进货日记帐。  11、查看旅行社佣金付款情况。 保持补充现金帐簿。  12、查看和准备将来自不同渠道的凭证输入总帐。  13、查看食品及酒水的控制调节表及日记帐。  14、查看应付款与库存系统接口。  15、编制资产负债表及表内所有科目的调节表。  16、审查工资册。  17、为洲际酒店集团的其他酒店、总经理、仓库及租赁店铺准备月度发票。  18、编制月结记帐凭证。  19、在财务经理的指导下准备月度财务报表并分发给部门经理和行政管理人员。  20、负责后台财务系统的月结工作。  21、在入帐前批准各种不同的城市挂帐。  22、为业主准备资产采购/报损报告。  23、在付款前批准付款申请、员工借款和零用现金付款申请。  24、协助财务总监和副总监准备、输入预算，营运预测报表，及每月向集团财务递交的报表。 25、在财务副总监不在的时候管理财务部。 【岗位要求】 1、大专及以上学历，会计学、财务管理等相关专业毕业。  2、持有会计从业资格证书或注册会计师（CPA）部分科目通过者优先考虑。  3、至少5年以上财务工作经验，其中2年以上总会计师或同等管理职位经验，熟悉企业财务运作流程。  4、精通国家财经法律法规、税法政策，具备良好的财务分析能力和风险控制意识。  5、熟练使用财务软件及办公软件，如Excel高级功能、ERP系统等，提高工作效率。  6、具备较强的组织协调能力、沟通能力和团队合作精神，能够承受工作压力，有效处理复杂财务问题。  7、良好的职业道德和职业操守，诚实守信，保密意识强。

确保厨务部的各项活动与酒店的战略保持一致，同时充分落实酒店的指示。根据要求和标准对餐厅里菜单上的食品进行编排,准备及摆设工作, 并起到一定的指引作用.目标,对部 门中下属员工进行培训并成为他们的榜样.违护部门里的秩序,卫生情况及设备. 组织部门的例会，保证酒店内部信息的有效沟通。 具有国际5星级酒店相同职位经验或4年中厨房主管职位经验或相关专业领域的工作经验。

【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、大专以上学历，有同岗位工作经验2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。

1. Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. 利用人际关系和沟通能力以及影响力去鼓励其他人; 保障健全的财务流程及业务决策; 展现诚实和正直,以身作则并成为榜样。 2. Encourages and builds mutual trust, respect, and cooperation among team members. 鼓励和建立相互信任和尊重,与团队成员之间保持合作。 3. Serve as a role model to demonstrate appropriate behaviors. 作为榜样来展现适当的行为。 4. Supervises and manages employees. Manage all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence. 监督和管理员工,管理所有日常操作,了解每个员工的岗位职责，当有人缺席时确保仍然可以充分履行工作职责。 5. Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. 与员工建立和维护开放、协作的关系，并确保员工在团队中做同样的事情。 6. Ensures recognition of employees is taking place across areas of responsibility. 确保得到认可的员工在承担跨领域的责任。 7. Communicates performance expectations in accordance with job descriptions for each position and monitors progress. 根据每个职位的描述告知对于绩效的期望并监督进度。 8. Celebrates successes and publicly recognizes the contributions of team members. 庆祝成就并在公开场合认可团队成员的贡献。 9. Maintain Staff turnover to meet hotel goal. 员工流失率需要达到酒店设定的目标。 10. Achieves and exceeds goals including performance goals, budget goals, team goals, etc. 达到和超过目标包括绩效目标、预算目标及团队目标等。 11. Manage day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. 管理日常运作,确保质量、标准和会议以达到客人的期望。 12. Develops specific goals and plans to prioritize, organize, and accomplish your work. 优先发展具体目标和计划,组织和完成你的工作。 13. Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results. 保证前厅部专注于运作的关键来推动客人满意度和财务业绩。 14. Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results. 进行部门会议不断传达清晰一致的信息关于前厅部的目标以达到预期的目标。 15. Reviews staffing levels to ensure operational needs and financial objectives are met. 评估人员编制确保能够达到运营需要及财务目标。 16. Understand the impact of Front Office operations on the Rooms area and overall property financial goals. 理解前厅部的运作对于房务部及整个酒店财务目标的影响。 17. Manages department controllable expenses to achieve or exceed budgeted goals. 管理部门可控制的支出以达到并超过预算目标。 18. Ensure compliance with all Front Office policies, standards and procedures.         确保遵守所有前厅的政策、标准和程序。 19. Provide services that are above and beyond for customer satisfaction and retention. 提供能够达到并超越客人满意度的服务并且一直保持。 20. Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. 沟通并帮助个别同事理解客人的需要已达到提高服务质量。如果需要提供指导反馈个人培训。 21. Supervises and managing employees. Manage all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence. 监督并管理员工。管理所有日常的运作。充分了解员工的工作职责，在某个员工不在时仍然可以很好的运作。 22. Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for Front Office. 像服务冠军一样行动并为前厅部创造积极的氛围。 23. Responds to and handles guest problems and complaints. 响应并处理客人的问题和投诉。 24. Over all guest satisfaction need to meet hotel goal 客人满意度需要达到酒店目标。

任职条件 1.拥护中国共产党的领导，落实中国特色现代企业制度，具有强烈的使命感和责任感，富有改革意识和创新精神。 2.认同企业的价值观、企业文化和经营理念，具有强烈的事业心和责任感，具备履行岗位职责所必需的专业知识。 3.具备正常履职的身心素质，具有良好的社会公德、职业道德和个人品行，遵纪守法、诚实守信，无违纪、违法或不良执业记录。 4.中专及以上学历，具备3年以上同岗位工作经验。 5.具备管事部监督、管理、组织及协调能力。 6.全面掌握食品安全法规、卫生标准及清洁保养相关知识，熟悉HACCP、6S等管理体系。 7.掌握成本核算与管控能力，熟悉餐具厨具管理、清洁耗材库存管控及石材保养流程。 8.熟练使用相关办公及专业软件。 岗位职责 1.餐具厨具统筹管理：负责各类餐具、厨具的库存管理，建立台账，核定库存最大/最小量，控制材料与设备的标准存货量，降低损耗及运营成本。 2.洗碗间清洁统筹：统筹洗碗间日常运作，规范清洗、消毒及存放流程，落实清洁标准，确保餐具厨具供应与卫生达标。 3.场地清洁管理：负责宴会厅、会议室等场地的清洁统筹工作，制定并执行分区域、分时段的清洁计划，保障会展及宴会期间场地卫生整洁。 4.石材清洁保养：负责大理石等石材地面的清洁与周期性保养，规范保养流程及频次，确保石材表面光泽度及使用寿命。 5.预算与成本管控：负责编制餐具、厨具、清洁设备及耗材的年度预算，协同厨师长编制管理部门预算，设定部门成本目标。 6.卫生与安全管理：落实食品安全法规及卫生标准，确保餐饮设施、储藏室及清洁区域运行良好、定期检查，控制卫生安全风险

【岗位职责】 1、负责员工餐厅日常餐食的烹饪制作，确保菜品口味、质量和卫生符合标准 2、根据每日用餐人数合理准备食材，控制成本避免浪费 3、保持厨房区域整洁卫生，严格执行食品安全操作规范 4、定期维护厨房设备，确保正常运转 5、配合完成食材验收、库存管理等相关工作 【岗位要求】 1、具备5年以上烹饪技能，能独立完成大锅菜制作 2、持有健康证，熟悉食品安全相关知识 3、工作认真负责，能适应餐饮行业工作时间安排 4、具有良好的团队协作意识和服务意识 5、有食堂或餐饮行业工作经验者优先

岗位职责 在区域市场传媒总监的指导和监督下，按照酒店的政策及程序要求，协助区域市场传媒总监发展、协调和执行所有有关媒体的活动，从而促进和维护与媒体间良好的沟通，增强酒店的名望更好为酒店获取利润。   职位要求 1.至少2年同等岗位的国际5星级酒店工作经验或至少三年以上市场传媒代表经验； 2.愿意考虑在其他公司从事有关传媒活动的应聘者； 3.和国内及国外的媒体都保持良好的关系，具有一定的领导能力； 4.良好的沟通技巧及流利的英文书写/口语能力。

A key position which is instrumental in delivering seamless experience to our external and internal guests. Our Guest Experience Experts works across departments and take the initiative to deliver a wide range of services that guide guests throughout their entire stay. They are empowered to move about their space and do what needs to be done in diverse environment. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience and critical to ensure smooth operations throughout the entire hotel. 这是一个关键的职位，在为我们的外部和内部客人提供无缝体验方面起着重要作用。我们的宾客体验专家不仅局限在一个部门工作，这一岗位需要主动提供广泛的服务，在客人的整个逗留期间为他们提供服务。他们被授权在他们的空间里活动，并在不同的环境中做需要做的事情。无论是处理业务需求，解决客人的要求，完成报告，还是分享当地的特色亮点，宾客体验专家会让客人感觉每一个环节都是体验的一部分。着对于确保整个酒店的顺利运营至关重要。 No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each time. 无论你在什么岗位上，有几件事对成功至关重要--创造一个安全的工作场所，遵守公司政策和程序，维护机密，保护公司资产，坚持质量标准，并确保你的制服、个人外表和沟通是专业的。做好所有这些事情（以及要求的其他合理的工作职责）对宾客体验专家来说至关重要--每次都要为我们的客人和我们的企业做好。 Guest Relations 客户关系 § Establish guest connection via email prior to arrival to customize the guest stay experience and be the one point of contact for all guest queries 在客人抵达前通过电子邮件建立联系，以定制客人的住宿体验，并成为所有客人查询的唯一联系点 § Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. 用微笑、眼神交流和友好的口头问候来欢迎和感谢每一位客人，尽可能使用客人的名字。 § Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. 预测客人的服务需求，包括向客人提问以更好地了解他们的需求，观察/倾听客人的偏好，并尽可能采取行动。 § Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (enter brand specific programs) to resolve issues, delight, and build trust. 积极倾听并积极回应客人的问题、担忧和要求，使用特定于品牌或酒店的流程（进入特定于品牌的程序）来解决问题、愉悦并建立信任。 § Address guests' service needs in a professional, positive, and timely manner. 以专业、积极、及时的方式满足客人的服务需求。 § Interact & engage with guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate 与客人互动并就他们的住宿、酒店服务和地区景点/服务进行对话，包括适当的社交媒体 § Assist other colleagues to ensure proper coverage and prompt guest service. 协助其他同事确保适当的覆盖范围和及时的客人服务。 § Stay up to date on the local area so that you are prepared to provide specific recommendations for guests. 了解当地最新情况，以便为客人提供具体建议。 § Communicate recommendations in a way that builds excitement and interest among guests and associates. 以一种在客人和同事之间建立兴奋感和兴趣的方式交流建议。 § Perform other reasonable duties as requested. 根据要求履行其他合理职责。 § All guest preferences to be updated on the PMS and GXP platform to be utilized during future stays. 所有客人偏好都将在PMS和GXP平台上更新，以便在未来入住期间使用。 § Encourage all non-member guests to be enrolled into Marriott Bonvoy 鼓励所有非会员客人加入万豪Bonvoy § Thank guests with genuine appreciation and provide a fond farewell. 以真诚的感激之情感谢客人，并致以亲切的告别。 Guest Services 宾客服务 § Liaising with Concierge for all transportation requirements or be able to handle personally when required. 就所有交通要求与礼宾部联系，或在需要时能够亲自处理。 § Contact appropriate individual or department (e.g., Guest Arrival, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. 如有必要，联系适当的个人或部门（如客人到达、前台、客房部、工程部、安保/防损部），以解决客人的电话、要求或问题。 § Follow up with guests to ensure their requests or problems have been met to their satisfaction. 跟进客人，确保他们的要求或问题得到了满足。 § Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary. 管理对公共场所内技术设备（如电视、遥控器、计算机、互联网、游戏等）的访问，并提供基本的故障排除帮助，或在必要时咨询适当的个人或部门（如工程、安全/损失预防）。 § Assist with guests’ luggage, keep for storage or handle items to be delivered by the porters when necessary 协助处理客人的行李，保管行李或在必要时处理搬运工交付的物品 § Escort guests to their room and provide in room check in (depending on hotel standards). 护送客人到他们的房间，并提供房间内的入住服务（取决于酒店标准）。 § Provide welcome refreshments as per hotel standard. 按照酒店标准提供迎宾茶点。 § Place requested items such as rollaway beds and refrigerators in guest rooms. 在客房内放置所需物品，如折叠床和冰箱。 § Deliver items (e.g., extra towels, bathrobes, food and beverage delivery, messages, amenities, mail, faxes, packages, flowers, sundry items, gift items and other items) to guest/resident rooms. 将物品（例如，额外的毛巾、浴袍、食品和饮料配送、信息、便利设施、邮件、传真、包裹、鲜花、杂物、礼品和其他物品）送到客房。 § Deliver cribs, linens, complimentary toiletries, and other items requested by guests to guest rooms. 将婴儿床、床单、免费卫生用品和客人要求的其他物品送到客房。 § Arrange transportation (e.g., taxi, shuttle bus, Uber) for guests/residents/visitors, and record advance transportation request as needed. 为客人/居民/访客安排交通（如出租车、班车、优步），并根据需要记录提前的交通请求。 § Contacts appropriate individual or department (e.g., Valet, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. 必要时联系适当的个人或部门（如代客泊车、前台、客房部、工程部、安保/防损部），以解决客人的电话、要求或问题。 § Report any issues to be entered into GXP by your colleague or duty or self (GXP expert by department) § 报告任何需要由你的同事或值班负责人或自己输入GXP的问题（GXP专家按部门分类）。 § In some locaitons the bell / door man is providing care valet service for guests 在一些地方，需为客人提供代客泊车服务 § Able to use PMS or GXP to look up details and place profile / booking notes, as well as to record down guests preferences if apply 能够使用PMS或GXP查询详细信息和地点简介/预订笔记，并在适用时记录客人的偏好 § While interacting with guests, upsell hotel facilities and services i.e., Spa, Restaurant, Bar. 在与客人互动时，追加销售酒店设施和服务，如水疗中心、餐厅、酒吧。 § Manage traffic around driveway and Porte cochere 管理车道和门廊周围的交通 § Ensure refreshments are placed in VIP cars as needed and assigned according to hotel standards 确保根据需要在贵宾车内放置茶点，并按照酒店标准进行分配 § Follow all Marriott Bonvoy engagement and touchpoints as per standard (know T&C and adhere to all SOP’s) 按照标准遵守万豪Bonvoy的所有参与和接触点（了解条款和规定并遵守所有SOP） Check-in / Check-out 办理入住/退房 § Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping. 追踪房间状态的变化（例如，提前退房、延迟退房、房间转移、意外入住）。 § Escort guests to their room and provide in room check-in (depending on hotel standards) 护送客人到他们的房间，并在房间内办理入住手续（取决于酒店标准） § Organize and coordinate check-in/pre-registration procedures for arriving groups. 组织和协调抵达团队的报到/预登记程序。 § Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay. 处理所有退房事宜，包括快速退房、解决任何逾期和有争议的费用、结算账目、取回房间钥匙，以及邀请客人对入住提出意见。 § Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, LightspeedFOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures. 根据酒店政策和程序，通过在计算机系统（如Fidelio、PMS、LightspeedFOSSE、OPERA）中确认预订、验证客人身份、申请付款形式、分配房间和发放房间钥匙来处理所有客人的入住手续。 § Secure valid form of payment (e.g., credit card, cash) prior to issuing room key. 在发放房间钥匙之前，确保有效的付款方式（如信用卡、现金）。 § Sell a room/accommodation to guests without reservations based on availability. 根据空房情况，向没有预订的客人出售房间/住宿。 § Actively enroll guests as our Marriott Bonvoy member if apply 如有申请，请主动将客人注册为我们的万豪Bonvoy会员 § Verify and adjust billing for guests. 验证并调整客人的账单。 § Actively upsell higher room category and F&B package as per availability. 根据供应情况积极销售更高的客房类别和餐饮套餐。 Cash Handling 现金处理 § Process all payment types such as room charges, cash, checks, debit, or credit. 处理所有付款类型，如房费、现金、支票、借记或贷记。 § Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges. 处理调整凭证、支付凭证、更正凭证和杂项费用。 § Count float at end of shift and secure float. 下班时清点现金并确保有足够的现金。 § Balance and drop receipts according to accounting specifications. 根据会计规范的收支收据。 § Obtain manual authorizations and follow all accounting procedures when the computer system is down. 当计算机系统关闭时，获得手动授权并遵循所有会计程序。 § Count float at the beginning of shift to ensure that amounts are correct and that there is adequate change. 在轮班开始时对现金进行计数，以确保金额正确且有足够的零钱。 § Follow cash transaction rules as per the local government guidelines. 按照当地政府的指导方针遵守现金交易规则。 § Follow cash transaction rules as per the property Finance guidelines. 按照酒店财务指南遵守现金交易规则。 Reports/Recordkeeping 报告/记录 § Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. 运行每日报告（到达人数、离开人数），识别任何特殊要求，并检查报告的准确性。 § Run credit card authorization Open Balance report and check for discrepancies. 运行信用卡授权未结余额报告并检查差异。 § Review shift logs/daily memo books and document pertinent information in logbooks in the absence of a departmental Supervisor. 在部门主管缺席的情况下，审查轮班日志/每日备忘录，并在日志中记录相关信息。 § Print contingency lists to have a record of all guests in case of emergency. 打印应急清单，以便在紧急情况下记录所有客人。 Greet / Farewell / Escort Guests 迎接/告别/护送客人 § Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. 向客人/居民提供有关酒店设施、服务、营业时间以及当地兴趣和活动区域的指示和信息。 § Tag, store, and retrieve luggage from luggage storage, providing guests with proper claim tickets for their luggage. 标记、储存和从行李寄存处取回行李，为客人提供合适的行李提取票。Speak to guests and colleagues using clear, appropriate and professional language. 使用清晰、恰当和专业的语言与客人和同事交谈。 § Provide assistance to coworkers, ensuring they understand their tasks. 为同事提供帮助，确保他们理解自己的任务。 § Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless). 指导客人如何访问互联网（例如拨号、宽带、无线）。 § Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. 使用适当的礼仪接听电话，包括在3响以内接听电话、用微笑的声音接听电话、使用来电者的姓名、将电话转接到适当的人/部门、在将来电者挂断之前请求许可、接听和转发信息，以及允许来电者结束通话。 § Handle MBV guest proactive chat and respond within shortest time possible. 处理MBV客人的主动聊天，并在尽可能短的时间内做出回应。 § Discuss work topics, activities, or problems with colleagues, supervisors, or managers discreetly and quietly, avoiding public areas of the property. 与同事、主管或经理谨慎而安静地讨论工作主题、活动或问题，避开酒店的公共区域。 § Talk with and listen to other associates to effectively exchange information. 与其他同事交谈并倾听他们的意见，以便有效地交换信息。 § Ensure communications equipment and tools works properly. 确保通信设备和工具正常工作。 § Exchange information with other employees using electronic devices (e.g., WhatsApp Wechat Channels, Email, DECT phones). 使用电子设备（如WhatsApp、微信、电子邮件、DECT电话）与其他员工交换信息。 Working with Others 与他人合作 § Support all colleagues and treat them with dignity and respect. 支持所有同事，并以尊严和尊重的态度对待他们。 § Develop and maintain positive and productive working relationships with other associates and departments. 与其他同事和部门建立并保持积极和富有成效的工作关系。 § Handle sensitive issues with guests with tact, respect, diplomacy, and confidentiality. 以机智、尊重、外交和保密的态度处理客人的敏感问题。 § Partner with and assist others to promote an environment of teamwork and achieve common goals. 与他人合作并协助他人促进团队合作环境，实现共同目标。 Policies and Procedures 政策和程序 § Ensure uniform, nametags, and personal appearance are clean, hygienic and professional. 确保制服、名牌和个人外表干净、卫生和专业。 § Follow all company policies and procedures. 遵守所有公司政策和流程。 § Perform other reasonable job duties as requested by Supervisors. 按照主管的要求履行其他合理的工作职责。 § Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. 根据公司政策和程序保护公司工具、设备、机器或其他资产。 § Protect the privacy and security of guests and coworkers and maintain confidentiality of proprietary materials and information. 保护客人和同事的隐私和安全，并对专有材料和信息保密。 § Do not use personal phone in front of house while on duty. 上班时不要在前台使用个人电话。 Quality Assurance/Quality Improvement 质量保证/质量改进 § Comply with quality assurance expectations and brand standards. 符合质量保证要求和品牌标准。 Keep working area, driveway and hotel entrance keen at all times. 在任何时候，保持工作区、车道和酒店入口的整洁。 Safety and Security 安全和安保 § Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). 遵循酒店特定程序处理紧急情况（如疏散、医疗紧急情况、自然灾害）。 § Maintain awareness of undesirable persons on property premises. 对酒店内的不良人员保持警惕。 § Report work-related accidents, or other injuries immediately upon occurrence to manager/supervisor. 一旦发生工伤事故或其他伤害，应立即向经理/主管报告。 § Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel. 识别和纠正不安全的工作程序或条件，和/或向管理层和安保/安全人员报告。 § Use proper equipment and tools, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury. 使用适当的设备和工具，穿戴适当的个人防护服（PPE），并在必要时采用正确的起吊程序，以避免受伤。 § Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. 遵守公司和部门的安全和安保政策和程序，以确保环境清洁、安全。

职位摘要 A key position which is instrumental in delivering seamless experience to our external and internal guests. Our Guest Experience Experts works across departments and take the initiative to deliver a wide range of services that guide guests throughout their entire stay. They are empowered to move about their space and do what needs to be done in diverse environment. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience and critical to ensure smooth operations throughout the entire hotel. 这是一个关键的职位，在为我们的外部和内部客人提供无缝体验方面起着重要作用。我们的宾客体验专家不仅局限在一个部门工作，这一岗位需要主动提供广泛的服务，在客人的整个逗留期间为他们提供服务。他们被授权在他们的空间里活动，并在不同的环境中做需要做的事情。无论是处理业务需求，解决客人的要求，完成报告，还是分享当地的特色亮点，宾客体验专家会让客人感觉每一个环节都是体验的一部分。着对于确保整个酒店的顺利运营至关重要。 No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each time. 无论你在什么岗位上，有几件事对成功至关重要--创造一个安全的工作场所，遵守公司政策和程序，维护机密，保护公司资产，坚持质量标准，并确保你的制服、个人外表和沟通是专业的。做好所有这些事情（以及要求的其他合理的工作职责）对宾客体验专家来说至关重要--每次都要为我们的客人和我们的企业做好。 Guest Relations 客户关系 § Establish guest connection via email prior to arrival to customize the guest stay experience and be the one point of contact for all guest queries 在客人抵达前通过电子邮件建立联系，以定制客人的住宿体验，并成为所有客人查询的唯一联系点 § Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. 用微笑、眼神交流和友好的口头问候来欢迎和感谢每一位客人，尽可能使用客人的名字。 § Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. 预测客人的服务需求，包括向客人提问以更好地了解他们的需求，观察/倾听客人的偏好，并尽可能采取行动。 § Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (enter brand specific programs) to resolve issues, delight, and build trust. 积极倾听并积极回应客人的问题、担忧和要求，使用特定于品牌或酒店的流程（进入特定于品牌的程序）来解决问题、愉悦并建立信任。 § Address guests' service needs in a professional, positive, and timely manner. 以专业、积极、及时的方式满足客人的服务需求。 § Interact & engage with guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate 与客人互动并就他们的住宿、酒店服务和地区景点/服务进行对话，包括适当的社交媒体 § Assist other colleagues to ensure proper coverage and prompt guest service. 协助其他同事确保适当的覆盖范围和及时的客人服务。 § Stay up to date on the local area so that you are prepared to provide specific recommendations for guests. 了解当地最新情况，以便为客人提供具体建议。 § Communicate recommendations in a way that builds excitement and interest among guests and associates. 以一种在客人和同事之间建立兴奋感和兴趣的方式交流建议。 § Perform other reasonable duties as requested. 根据要求履行其他合理职责。 § All guest preferences to be updated on the PMS and GXP platform to be utilized during future stays. 所有客人偏好都将在PMS和GXP平台上更新，以便在未来入住期间使用。 § Encourage all non-member guests to be enrolled into Marriott Bonvoy 鼓励所有非会员客人加入万豪Bonvoy § Thank guests with genuine appreciation and provide a fond farewell. 以真诚的感激之情感谢客人，并致以亲切的告别。 Guest Services 宾客服务 § Liaising with Concierge for all transportation requirements or be able to handle personally when required. 就所有交通要求与礼宾部联系，或在需要时能够亲自处理。 § Contact appropriate individual or department (e.g., Guest Arrival, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. 如有必要，联系适当的个人或部门（如客人到达、前台、客房部、工程部、安保/防损部），以解决客人的电话、要求或问题。 § Follow up with guests to ensure their requests or problems have been met to their satisfaction. 跟进客人，确保他们的要求或问题得到了满足。 § Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary. 管理对公共场所内技术设备（如电视、遥控器、计算机、互联网、游戏等）的访问，并提供基本的故障排除帮助，或在必要时咨询适当的个人或部门（如工程、安全/损失预防）。 § Assist with guests’ luggage, keep for storage or handle items to be delivered by the porters when necessary 协助处理客人的行李，保管行李或在必要时处理搬运工交付的物品 § Escort guests to their room and provide in room check in (depending on hotel standards). 护送客人到他们的房间，并提供房间内的入住服务（取决于酒店标准）。 § Provide welcome refreshments as per hotel standard. 按照酒店标准提供迎宾茶点。 § Place requested items such as rollaway beds and refrigerators in guest rooms. 在客房内放置所需物品，如折叠床和冰箱。 § Deliver items (e.g., extra towels, bathrobes, food and beverage delivery, messages, amenities, mail, faxes, packages, flowers, sundry items, gift items and other items) to guest/resident rooms. 将物品（例如，额外的毛巾、浴袍、食品和饮料配送、信息、便利设施、邮件、传真、包裹、鲜花、杂物、礼品和其他物品）送到客房。 § Deliver cribs, linens, complimentary toiletries, and other items requested by guests to guest rooms. 将婴儿床、床单、免费卫生用品和客人要求的其他物品送到客房。 § Arrange transportation (e.g., taxi, shuttle bus, Uber) for guests/residents/visitors, and record advance transportation request as needed. 为客人/居民/访客安排交通（如出租车、班车、优步），并根据需要记录提前的交通请求。 § Contacts appropriate individual or department (e.g., Valet, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. 必要时联系适当的个人或部门（如代客泊车、前台、客房部、工程部、安保/防损部），以解决客人的电话、要求或问题。 § Report any issues to be entered into GXP by your colleague or duty or self (GXP expert by department) § 报告任何需要由你的同事或值班负责人或自己输入GXP的问题（GXP专家按部门分类）。 § In some locaitons the bell / door man is providing care valet service for guests 在一些地方，需为客人提供代客泊车服务 § Able to use PMS or GXP to look up details and place profile / booking notes, as well as to record down guests preferences if apply 能够使用PMS或GXP查询详细信息和地点简介/预订笔记，并在适用时记录客人的偏好 § While interacting with guests, upsell hotel facilities and services i.e., Spa, Restaurant, Bar. 在与客人互动时，追加销售酒店设施和服务，如水疗中心、餐厅、酒吧。 § Manage traffic around driveway and Porte cochere 管理车道和门廊周围的交通 § Ensure refreshments are placed in VIP cars as needed and assigned according to hotel standards 确保根据需要在贵宾车内放置茶点，并按照酒店标准进行分配 § Follow all Marriott Bonvoy engagement and touchpoints as per standard (know T&C and adhere to all SOP’s) 按照标准遵守万豪Bonvoy的所有参与和接触点（了解条款和规定并遵守所有SOP） Check-in / Check-out 办理入住/退房 § Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping. 追踪房间状态的变化（例如，提前退房、延迟退房、房间转移、意外入住）。 § Escort guests to their room and provide in room check-in (depending on hotel standards) 护送客人到他们的房间，并在房间内办理入住手续（取决于酒店标准） § Organize and coordinate check-in/pre-registration procedures for arriving groups. 组织和协调抵达团队的报到/预登记程序。 § Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay. 处理所有退房事宜，包括快速退房、解决任何逾期和有争议的费用、结算账目、取回房间钥匙，以及邀请客人对入住提出意见。 § Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, LightspeedFOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures. 根据酒店政策和程序，通过在计算机系统（如Fidelio、PMS、LightspeedFOSSE、OPERA）中确认预订、验证客人身份、申请付款形式、分配房间和发放房间钥匙来处理所有客人的入住手续。 § Secure valid form of payment (e.g., credit card, cash) prior to issuing room key. 在发放房间钥匙之前，确保有效的付款方式（如信用卡、现金）。 § Sell a room/accommodation to guests without reservations based on availability. 根据空房情况，向没有预订的客人出售房间/住宿。 § Actively enroll guests as our Marriott Bonvoy member if apply 如有申请，请主动将客人注册为我们的万豪Bonvoy会员 § Verify and adjust billing for guests. 验证并调整客人的账单。 § Actively upsell higher room category and F&B package as per availability. 根据供应情况积极销售更高的客房类别和餐饮套餐。 Cash Handling 现金处理 § Process all payment types such as room charges, cash, checks, debit, or credit. 处理所有付款类型，如房费、现金、支票、借记或贷记。 § Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges. 处理调整凭证、支付凭证、更正凭证和杂项费用。 § Count float at end of shift and secure float. 下班时清点现金并确保有足够的现金。 § Balance and drop receipts according to accounting specifications. 根据会计规范的收支收据。 § Obtain manual authorizations and follow all accounting procedures when the computer system is down. 当计算机系统关闭时，获得手动授权并遵循所有会计程序。 § Count float at the beginning of shift to ensure that amounts are correct and that there is adequate change. 在轮班开始时对现金进行计数，以确保金额正确且有足够的零钱。 § Follow cash transaction rules as per the local government guidelines. 按照当地政府的指导方针遵守现金交易规则。 § Follow cash transaction rules as per the property Finance guidelines. 按照酒店财务指南遵守现金交易规则。 Reports/Recordkeeping 报告/记录 § Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. 运行每日报告（到达人数、离开人数），识别任何特殊要求，并检查报告的准确性。 § Run credit card authorization Open Balance report and check for discrepancies. 运行信用卡授权未结余额报告并检查差异。 § Review shift logs/daily memo books and document pertinent information in logbooks in the absence of a departmental Supervisor. 在部门主管缺席的情况下，审查轮班日志/每日备忘录，并在日志中记录相关信息。 § Print contingency lists to have a record of all guests in case of emergency. 打印应急清单，以便在紧急情况下记录所有客人。 Greet / Farewell / Escort Guests 迎接/告别/护送客人 § Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. 向客人/居民提供有关酒店设施、服务、营业时间以及当地兴趣和活动区域的指示和信息。 § Tag, store, and retrieve luggage from luggage storage, providing guests with proper claim tickets for their luggage. 标记、储存和从行李寄存处取回行李，为客人提供合适的行李提取票。Speak to guests and colleagues using clear, appropriate and professional language. 使用清晰、恰当和专业的语言与客人和同事交谈。 § Provide assistance to coworkers, ensuring they understand their tasks. 为同事提供帮助，确保他们理解自己的任务。 § Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless). 指导客人如何访问互联网（例如拨号、宽带、无线）。 § Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. 使用适当的礼仪接听电话，包括在3响以内接听电话、用微笑的声音接听电话、使用来电者的姓名、将电话转接到适当的人/部门、在将来电者挂断之前请求许可、接听和转发信息，以及允许来电者结束通话。 § Handle MBV guest proactive chat and respond within shortest time possible. 处理MBV客人的主动聊天，并在尽可能短的时间内做出回应。 § Discuss work topics, activities, or problems with colleagues, supervisors, or managers discreetly and quietly, avoiding public areas of the property. 与同事、主管或经理谨慎而安静地讨论工作主题、活动或问题，避开酒店的公共区域。 § Talk with and listen to other associates to effectively exchange information. 与其他同事交谈并倾听他们的意见，以便有效地交换信息。 § Ensure communications equipment and tools works properly. 确保通信设备和工具正常工作。 § Exchange information with other employees using electronic devices (e.g., WhatsApp Wechat Channels, Email, DECT phones). 使用电子设备（如WhatsApp、微信、电子邮件、DECT电话）与其他员工交换信息。 Working with Others 与他人合作 § Support all colleagues and treat them with dignity and respect. 支持所有同事，并以尊严和尊重的态度对待他们。 § Develop and maintain positive and productive working relationships with other associates and departments. 与其他同事和部门建立并保持积极和富有成效的工作关系。 § Handle sensitive issues with guests with tact, respect, diplomacy, and confidentiality. 以机智、尊重、外交和保密的态度处理客人的敏感问题。 § Partner with and assist others to promote an environment of teamwork and achieve common goals. 与他人合作并协助他人促进团队合作环境，实现共同目标。 Policies and Procedures 政策和程序 § Ensure uniform, nametags, and personal appearance are clean, hygienic and professional. 确保制服、名牌和个人外表干净、卫生和专业。 § Follow all company policies and procedures. 遵守所有公司政策和流程。 § Perform other reasonable job duties as requested by Supervisors. 按照主管的要求履行其他合理的工作职责。 § Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. 根据公司政策和程序保护公司工具、设备、机器或其他资产。 § Protect the privacy and security of guests and coworkers and maintain confidentiality of proprietary materials and information. 保护客人和同事的隐私和安全，并对专有材料和信息保密。 § Do not use personal phone in front of house while on duty. 上班时不要在前台使用个人电话。 Quality Assurance/Quality Improvement 质量保证/质量改进 § Comply with quality assurance expectations and brand standards. 符合质量保证要求和品牌标准。 Keep working area, driveway and hotel entrance keen at all times. 在任何时候，保持工作区、车道和酒店入口的整洁。 Safety and Security 安全和安保 § Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). 遵循酒店特定程序处理紧急情况（如疏散、医疗紧急情况、自然灾害）。 § Maintain awareness of undesirable persons on property premises. 对酒店内的不良人员保持警惕。 § Report work-related accidents, or other injuries immediately upon occurrence to manager/supervisor. 一旦发生工伤事故或其他伤害，应立即向经理/主管报告。 § Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel. 识别和纠正不安全的工作程序或条件，和/或向管理层和安保/安全人员报告。 § Use proper equipment and tools, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury. 使用适当的设备和工具，穿戴适当的个人防护服（PPE），并在必要时采用正确的起吊程序，以避免受伤。 § Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. 遵守公司和部门的安全和安保政策和程序，以确保环境清洁、安全。

岗位：汤粉面师傅 岗位职责 1. 独立操作汤粉面全套出品：汤底熬制、粉面烫煮、码料切配、调味出品，保证口味稳定、出餐速度快； 2. 负责每日食材备货、食材清洗、码子预制，把控食材新鲜度，杜绝浪费； 3. 维护灶台、厨具、操作台卫生，保持后厨整洁，符合卫生标准； 4. 配合门店日常运营，服从管理安排，做好岗位交接； 任职要求 1. 有1年以上汤粉面、粉面店实操经验，懂汤底熬制、调味、码料处理； 2. 手脚麻利、出餐快，口味把控稳定，懂食材成本控制； 3. 身体健康，持有效健康证，无不良嗜好； 4. 服从管理，做事踏实

【岗位职责】 1、负责面点厨房的日常管理，包括人员调配、工作安排及质量控制； 2、制定并执行面点生产计划，确保产品按时、按质、按量完成； 3、监督面点制作流程，确保符合食品安全及卫生标准； 4、研发新品面点，定期更新菜单，提升产品竞争力； 5、控制原材料采购及库存管理，优化成本控制； 6、培训并指导面点厨师团队，提升团队专业技能及工作效率； 7、处理客户反馈，及时调整产品及服务以满足需求； 8、与其他部门协调合作，确保餐饮服务的整体顺畅运行。 【岗位要求】 1、具备扎实的面点制作技能，熟悉各类西点工艺及配方； 2、有面点厨房管理经验者优先，能够高效组织团队工作； 3、了解食品安全及卫生法规，具备相关操作规范意识； 4、具备创新意识，能够独立研发新品并优化现有产品； 5、良好的沟通协调能力，能够与团队有效互动； 6、工作细致认真，责任心强，能承受一定的工作压力； 7、对成本控制及效率提升有敏锐的洞察力；

【岗位职责】 1、熟悉部门工作细则和流程； 2、以项目方式，参与相关的公司管理工作； 3、执行公司安排的其他相关工作。 【岗位要求】 1、有酒店实习兼职经验的暑假工； 2、热爱服务行业，具有良好的顾客服务意识、亲和力、沟通技巧和团队合作精神。

【岗位职责】 1、协助前厅部经理全面负责前厅部的日常运营管理工作，确保各岗位服务流程高效顺畅； 2、督导前台、礼宾、总机等岗位员工的服务质量，及时处理宾客投诉及突发事件，提升客户满意度； 3、负责前厅部排班、培训及绩效考核，优化团队工作效率与服务标准； 4、协调与其他部门（如客房、销售、餐饮等）的协作，确保酒店整体运营衔接顺畅； 5、监控前厅部营收数据及成本控制，协助制定并执行部门预算及经营计划； 6、定期检查前厅设施设备状态，确保符合酒店服务标准及安全规范。 【岗位要求】 1、具备酒店管理或相关领域工作经验，熟悉前厅部各岗位操作流程及系统 2、优秀的沟通协调能力及突发事件处理经验，能高效解决宾客诉求； 3、具备团队管理经验，擅长员工培训与激励，能带领团队达成服务目标； 4、注重细节，责任心强，能在高强度工作环境下保持高效执行； 5、有同岗位工作经验或从事前厅管理岗3-5年以上经验者优先考虑。

【岗位职责】 1、全面负责客房部的日常运营管理工作，确保客房清洁、布草更换、物品补充等工作高效有序进行2、制定并执行客房服务标准与流程，监督服务质量，处理客人投诉及特殊需求 3、管理客房部员工团队，包括排班、培训、绩效考核及工作指导 4、控制部门成本，合理管理客房用品及清洁耗材的采购与库存 5、定期检查客房设施设备，协调工程部进行维护保养，确保正常运转 6、配合前台、餐饮等部门工作，提升整体客户满意度 【岗位要求】 1、具备酒店客房管理相关经验者优先，熟悉客房服务流程及标准 2、较强的团队管理能力，能有效调动员工积极性 3、注重细节，对卫生清洁质量有高标准要求 4、良好的沟通协调能力，能妥善处理客户投诉及突发事件 5、身体健康，能适应弹性工作时间及一定的工作压力

工作内容： 1.负责所辖区域客房日常卫生清洁的监督及对客服务，包括客房、楼层公共区域清洁检查、VIP接待的准备、计划卫生及保养工作的安排对接； 2.对所辖区域员工的各项操作进行现场辅导、培训，使所辖区域员工各项操作达到标准要求，提高工作质量及效率； 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.具备较强的服务意识，引导服务员了解客人的住宿需求，提供优质的个性化服务； 5.完成所负责的专项工作，辅助部门的整体运营； 6.对所辖区域的物料保管及消耗品进行有效控制，所辖区域物料管理符合6T要求； 7.合理安排工程维修（家私、地毯等），设备保养工作，出现设备问题及时报修跟踪维修情况，力求使设备达到的完美工作状态，保证客人正常使用； 8、检查辖区内工作间各类物品的储存、保管及消耗，及时申领补充，保证正常运转 9、每天负责员工房间排房分工工作，及时转换房态，确保前台有充足的空净房供客人选择； 10、处理相关物资申领及二级仓库物资管理； 11、完成上级或甲方安排的其他工作。 岗位要求 1. 男、女不限，年龄不超过48周岁，高中及以上学历或同等文化程度； 2. 有星级酒店客房领班主管的工作经验； 3. 对客房业务和流程熟练； 4. 熟悉酒店操作软件和相关办公软件，能独立处理客房各类事件； 5. 头脑灵活善于沟通，服从工作安排。 其他要求

【岗位职责】 1. 负责酒店预定系统的日常运营管理，确保订房流程高效、准确。 2. 监督并优化线上线下的预订渠道，提升客户满意度与入住率。 3. 协调各部门之间的预定信息传递，确保数据一致性和服务顺畅。 4. 分析预订数据，提出业务改进措施和营销策略建议。 5. 处理客户的预订查询及投诉，维护酒店良好的客户关系。 【岗位要求】 1. 大专及以上学历，酒店管理或相关专业优先。 2. 具备3年以上酒店前台或预定管理工作经验，熟悉预订系统操作。 3. 沟通能力优秀，能够有效协调跨部门合作，解决问题能力强。 4. 具备良好的数据分析和报告撰写能力，能从数据中发现业务趋势。 5. 熟悉酒店行业发展趋势，对市场动态敏感，具备一定的营销意识。

【岗位职责】 1、负责餐厅日常菜品烹饪工作，保证出品质量和效率 2、根据季节变化研发新菜品，定期更新菜单 3、严格把控食材验收、储存及加工环节 4、维护厨房设备，确保操作安全规范 5、保持厨房卫生整洁，符合食品安全标准 【岗位要求】 1、中专及以上学历，烹饪相关专业 2、3年以上餐饮行业厨师工作经验 3、精通浙菜烹饪技法，熟悉本地口味 4、年龄25-40周岁，身体健康 5、持有健康证及相关职业资格证书6、具备团队协作意识，能适应高强度工作

在工作中贯彻酒店和万豪集团有关的卫生政策，同时要建立一个干净并且健康的工作环境。 按酒店的卫生政策培训所有的厨房员工。 执行和承担“食品安全小组”的责任。 在酒店中按照万豪食品安全手册的要求开展工作。. 使用万豪食品安全检查清单，保证所有相关部门都按照这一标准和程序工作。 建立和保存中英文版的食品安全文件资料。 为新员工安排食品安全卫生培训。

厨师中工/厨师大工均在招 【岗位职责】 1、负责厨房日常菜品制作，确保出品质量符合公司标准 2、按照标准操作流程进行食材预处理、切配、烹饪等工作 3、协助主厨完成菜单研发及菜品改良工作 4、维护厨房设备及工具，保持工作区域整洁卫生 5、严格执行食品安全及卫生管理制度 6、合理控制食材损耗，协助成本管控 7、完成上级交办的其他厨房相关工作 【岗位要求】 1、具备基础烹饪技能，熟悉常见中式烹饪技法 2、了解食材特性及保存方法 3、能适应餐饮行业工作节奏，吃苦耐劳 4、具有团队合作精神，服从工作安排 5、持有有效的健康证明 6、有餐饮行业工作经验者优先考虑 7、对菜品质量有追求，愿意学习提升烹饪技术

【岗位职责】 1、全面负责饼房日常运营管理，包括产品研发、生产计划制定及成本控制； 2、监督并指导饼房团队完成各类中/西点、面包、甜品等产品的制作，确保出品质量稳定； 3、根据季节、节日及市场需求，定期更新产品线，设计创新性烘焙产品； 4、严格把控原材料采购、库存管理及设备维护，优化工作流程以提升效率； 5、制定并执行食品安全与卫生标准，确保操作符合行业规范及公司要求； 6、负责饼房员工技能培训与考核，提升团队专业水平及协作能力； 7、协调与其他部门的工作对接，配合餐饮活动、宴会等特殊需求的产品供应。 【岗位要求】 1、具备8年以上饼房工作经验，其中至少3年以上厨师长或同等管理岗位经历； 2、精通各类西点、面包、巧克力及甜品制作工艺，熟悉现代烘焙技术及行业趋势； 3、具备扎实的成本管控能力与食品安全意识，熟悉HACCP等相关标准； 4、擅长团队管理与培训，能有效调动员工积极性并解决突发问题； 5、年龄25-40岁，身体健康，能适应高强度工作及弹性排班需求； 6、对市场敏感度高，有创新思维及独立研发新品的能力； 7、具备星级酒店或大型连锁餐饮饼房管理经验者优先。