Marriott Careers

前厅部 - 宾客服务中心服务员 GSC GSA

Yantai, China
Rooms and Guest Services Operations

Job Description

Check out pictures from associates at this location, and some videos too!

Posting Date Mar 15, 2018
Job Number 17001Z5E
Job Category Rooms and Guest Services Operations
Location Sheraton Yantai Golden Beach Resort, Yantai, China VIEW ON MAP
Brand Sheraton Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Non-Management/Hourly

Start Your Journey With Us
At Sheraton, we go above and beyond in everything we do. We are inspired by our guests and one another – and are driven to make things better. We love what we do, and we give it all we’ve got – on property and off. When guests stay with us, it’s not just a room with a bed that they’re buying. It’s an experience. We’re looking for someone who is ready to go beyond in everything they do. If you are someone with a genuine drive to improve your life and the lives of those around you, we encourage you to explore careers with Sheraton.

Job Summary
     Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room. Advise guest of messages. Clear departures in computer system. Coordinate with Housekeeping to track room status and guest concerns. File guest paperwork or documentation. Operate telephone switchboard station. Run and check daily reports, contingency lists, and credit card authorization reports. Supply guests with directions and information. Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests' satisfaction. Arrange transportation for guests/visitors. Count and secure bank at beginning and end of shift. Cash guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change. Notify Security of any reports of theft.
     Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees. Comply with quality assurance standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

1.  礼貌和友好地接听所有的来电, 并负责准确的接转

2.  持续一贯地遵循烟台金沙滩喜来登度假酒店的政策和程序,礼貌地接听电话

3.  接听客人的电话并亲自采取行动去完成客人的要求

4.  回答客人的电话询问,不要将电话接转至有关部门

5.  负责客房送餐高效地为客人提供服务,提供建议性选择和推荐

6.  承担前厅部其他部门的岗位职责

7.  负责准确地预约和接通客人的长途电话

8.  负责准确及时的为客人提供叫醒服务

9.  执行个性化的叫醒服务

10. 负责检查叫醒服务记录, 并在电话没有人接听时采取适当的措施

11. 负责正确传呼饭店人员

12. 充分了解饭店的语音信箱系统,并帮助客人和来电者使用该系统

13. 像对待分配的任务那样对待其它相关任务以提高整体效率

14. 及时报告错误

15. 充分了解饭店设施和营业时间, 确保正确回答客人的问题

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.