Club Lounge Agent 行政酒廊接待员
地点 西安萬麗酒店, 西安, 中国 在地图中查看
SPECIFIC DUTIES 工作任務 :
l Operate MARSHA and OPERA well and able to use key card system, trouble shoot basic guest key lock issues.
l 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.
l Assist to ensure executive lounge/floor area is under smooth operation, including buffet set up, meeting room, business center, guest booking and special guest requests.
l Have knowledge of local areas and be informed at all times about cultural, historical attractions as well as their locations and hours of operation.
l Be sure to spend time in public areas during busy time in order to take care of guest requests.
l Be familiar with daily in-coming VIP and Repeat guests. Get prepared and ready at the beginning of shift.
l Responsible of remaining a positive communication with airport rep. Be ready to welcome guest at designated place at least 10 minutes before limousine arrives.
l Coordinate with bellstaff, concierge and front desk staff to ensure all front of house area is operating professionally.
l 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.
l 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 。
l 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.
l Understand and participate in Marriott rewards program.
l Perform in-room guest registration and room assignment and accommodate special reques
l all customers.
l 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.
l Know how to follow hospitality guidelines.
l Needs to be able to perform in front office functions.
l Interact with guest at all opportunities, play a customer contact role.
l Be responsible and receptive to guest complaint, should analyze and within the limitation set, make correct and quick decision to ensures total guest satisfaction whilst also protecting the hotel property and revenue,
l 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.
l Answer phone calls according to standard by using proper telephone etiquette and within three rings.
l Know how to operate safety deposit box.
l 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.
l Report any unusual occurrence or requests to manager immediately.
l At all times strive to represent Marriott in the most professional manner.
l 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