Marriott 职业

前厅部 - 为您服务中心(高级)文员

上海雅居乐万豪酒店
上海, 中国
客房和宾客服务运营


职位描述

职位发布 May 19, 2018
职位编号 180008A6
工作类别 客房和宾客服务运营
地点 上海雅居乐万豪酒店, 上海, 中国 在地图中查看
品牌 万豪酒店及度假酒店 / JW 万豪
编制 全职
职位类型 非管理人员/小时工

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万豪酒店是万豪国际集团的旗舰品牌,遍布全球 500 多个地区,正在不断推进待客的艺术,让我们的客人拥有精彩纷呈的旅程。作为万豪酒店的主人,您将通过提供极佳的选择、精致的风格和精心设计的细节,帮助我们遵守这一承诺。凭借您的技能和想象力,我们将一道创新和重塑酒店业的未来。

 

作为上海最大规模的万豪品牌酒店,上海雅居乐万豪酒店于2011年11月24日正式开业,其落座于繁华的城市中心,位于西藏中路,毗邻人民广场和人民公园。步行至南京路步行街仅需30秒,也可步行至上海繁华的著名景点 —— 外滩,苏州河及新天地。    
 MAJOR RESPONSIBILIES

职责概要:

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.

    作为处理所有客人需求的主要服务中心。接线员的主要职责是按规定接听电话,记录客人的要求然后尽快完成。接线员在处理客人要求的过程中须始终保持礼貌的态度。在与客人交流的过程中,接线员须积极对待并提供更进一步的服务,包括酒店设施营业及服务时间,餐厅的菜单以及客人其他的需求。作为接线员,最重要的是须通过协调后给客人以答复,并且后续跟进以确保客人对处理结果满意。为您服务中心文员要负责处理所有进入机台的内线及外线电话。

 

SPECIFIC DUTIES

工作任务 :

 

1.     General

 

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.

了解酒店,酒店各部门员工以及酒店各项服务设施及周边地区设施的营业及服务时间。清楚客房的相关信息, 例如位置,景色,提供物品,特色及房间类型等。

 

b.   Offer the hotel guests the best possible service through courteous and proper use of telephone etiquette.

酒店通过适当的使用电话礼仪为客人提供最好的服务。

c.    Be an ambassador of the hotel by promoting the hotel, restaurant, lounge, gift shops, etc.

促销酒店、餐厅、大堂吧、礼品店等,是一位酒店的形象大使。

 

d.   Understand the various payment options and procedures of Room Service.

了解不同的付款方式和程序以及客房服务。

 

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.

以专业的方式处理所有的投诉,确保所有客人的投诉都立即记录在Guestware方案上。

 

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.

确保所有客人遇到的问题得到满意的解决方案并立即做出反应,任何承诺的赔偿交付和所有客人得到及时和专业的方式再做出适当的跟进。

 

i.     Ensure all individuals designated for follow up are in the MOD report.

确保所有的需跟进的特定任务都在MOD报表中。

 

j.     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要求。

 
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

 

  1. Rooms

a.   Have knowledge of hotel rack and discount rates, and understand how to sell rooms at a higher rate first.

对于酒店门市价和折扣价格有了解,并且知道首先如何用更高的价销售客房。

 

b.   Have working knowledge of reservations including Opera and Marsha systems. Know cancellation and walk procedures.

熟知并且掌握操作Opera 以及Marsha系统,了解相关流程。

 

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.

准备叫醒服务表,记录客人姓名和房间号码以及叫醒时间。重复该信息确保交接早晨的叫醒服务。

 

d.   Set wake up clock or input as request as they come in.

当客人登记入住时,按照客人的要求设置叫醒服务。

 

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。

 

  1. 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。


作为一家平等雇佣的雇主,万豪国际集团承诺雇佣不同背景的员工并支持多元包容的文化。