Front Office - (Sr.) At Your Service Agent
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Job Number 180008A6
Job Category Rooms and Guest Services Operations
Location Shanghai Marriott Hotel City Centre, Shanghai, China VIEW ON MAP
Brand Marriott Hotels Resorts /JW Marriott
Position Type Non-Management/Hourly
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Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.
Construction of the largest full-service Marriott-branded hotel in Shanghai, Shanghai Marriott Hotel City Centre opened its doors on 24 November, 2011. Located aside People's Square and Park on Xi Zang （Middle） Road, the Shanghai Marriott Hotel City Centre enjoys a premium downtown location. Nanjing Pedestrian Street is a 30 second stroll from the hotel's street entrance. The BUND, Suzhou Creek and the lively Xintiandi are all within easy walking distance.
To serve as the main point of contact for all guest requests and needs. Agent is responsible for answering calls in order, recording the guest request and then pursuing the issue to a resolution. The agent must exhibit courteous hospitality at all times and fully own each guest issue. When communicating with the guest, the agent must be well-versed in every area of the hotel including hours of operations of outlets and menus offer by restaurants, and any other additional services. Most importantly, the agent must follow-up with the guest issue immediately to ensure guest satisfaction. This position is also responsible for answering all internal and external calls that come into PABX room.
a. Have knowledge of hotel and its services including hours of operations for all departments’ involved and surrounding areas. Has a thorough knowledge of guestrooms including: locations, views, amenities, features, types, etc.
b. Offer the hotel guests the best possible service through courteous and proper use of telephone etiquette.
c. Be an ambassador of the hotel by promoting the hotel, restaurant, lounge, gift shops, etc.
d. Understand the various payment options and procedures of Room Service.
e. Be able to give accurate directions and information regarding the immediate and metro area.能够快速准确地提供方位信息以及地铁的区域。
f. Handle all emergencies procedures according to established procedures.按照程序来处理所有的紧急情况。
g. Ensure all customer complaints are recorded in the Guestware Program immediately and handles all complaints in a professional manner.
h. Ensure all guests experiencing a problem receive an immediate response along with satisfactory resolution, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner.
i. Ensure all individuals designated for follow up are in the MOD report.
j. Each associate is expected to carry out all reasonable requests by management, which the associate is capable of performing.
2. Food & Beverage
a. Be able to use sales dialogue in selling the Room Service menu, beverage and wines. Upsell any F&B products when taking room service orders.当在服务客人订单时，能够使用对客房点菜单关于酒水方面的销售。
b. Know culinary terminology.了解烹饪方面的专业术语
c. Know the Gold Standard Brands.了解黄金标准的品牌。
d. Be able to use the Room Service Use records.使用客房送餐使用的记录表
e. Take all Room Service Orders, as outlined in the New Hire Guide.在新员工指南手册中，采取关于所有客房的订单服务。
f. Have full knowledge of Micros and its functions.了解掌握Micros的基本知识并且如何使用快捷键
a. Have knowledge of hotel rack and discount rates, and understand how to sell rooms at a higher rate first.
b. Have working knowledge of reservations including Opera and Marsha systems. Know cancellation and walk procedures.
c. Prepare wakeup call sheets; record the guest’s name and room number under the wake up time requested. Repeat this information to the guest to ensure proper handling of wake up calls in the morning.
d. Set wake up clock or input as request as they come in.
e. Take charges on incoming collect calls or any calls not received by the call accounting system and post in Opera. 总结打入酒店的对方付费电话。
- Additional Responsibilities
a. Operate the switchboard efficiently and properly. 熟练正确使用机台。
b. Operate the beeper paging system. 能够操作寻呼系统。
c. Handling wake- up call requests.完成叫醒服务的需求。
d. Handling incoming and outgoing calls.接听内线和外线电话。
e. Handle guest screen calls and special requests.帮助客人作屏蔽电话以及处理特殊需求。
f. Handle messages per outlined procedures.按照标准处理留言。
g. Attend all scheduled department meetings.参加日程的部门会议。
h. Maintain cleanliness and neatness of work area. 工作区域保持清洁和整洁。
i. Each associate is expected to carry out all reasonable requests by management, which the associate is capable of performing. 每个员工对酒店进行的管理，是能够执行的一切合理的要求。
j. Be highly familiar with all emergency procedures and evacuation plans.对所有的紧急应变程序和疏散计划要非常熟悉。
k. Maintain and enforce all Marriott service Standards. 严格执行万豪的标准操作流程。
l. Ensure that Guest Response Process is in place and all follow-up calls are made. 确保客人的响应过程和所有后续工作。
m. Empower to serve our guests by using the compensation guidelines.我们有权为我们的客人使用赔偿准则。
n. Wear proper, clean uniform including name tag and carry the Basic card at all times. Know the Basic of the Day. 穿着适当，保持制服整洁包括名牌并且一直携带真挚关爱要旨并且熟知当天的真挚关爱要旨
o. Comply with grooming standards. 遵守酒店员工外表要求的标准
p. Any other duties as may be assigned from time to time.任何其他职务，可能不时指定。