To provide high standard personalise service to all guests that are staying on the Executive Floor.
To perform F&B service duties during certain periods of the day as well as to welcome and farewell guests while performing check in or check out tasks. To be an ambassador for the hotel, consistently searching guest feedback to maximise guest satisfaction.
SPECIFIC DUTIES 工作任務:
Ensure all Standard Operating Procedure and Local Operating Procedures are adhered to and carried out.
Ensure that the following basic tasks are carried out in order to give personalized service.
Packing and Unpacking of Luggage 打包和安排客人的行李
Offering arrival refreshment 提供欢迎饮料
Performing Check-In and Check-Out 快速入住和离店办理
Providing Food & Beverage Services 提供餐饮服务
Handling of daily Laundry Services 每日洗衣和熨烫
Checking of all Executive Lounge Arrival Rooms 检查每日行政酒廊到达房间
Know how to offer and arrange car rental, airline, train tickets and other travelling requirements
Have a complete knowledge on the hotel product, including room types and rates, relative features and facilities, Food and Beverage outlets and banquet facilities as well as Health Club and to be able to answer to all such guest related queries.
Ensure Butlers are trained on how to offer and arrange car rental, airline, train tickets and other travelling requirements
Practice Marriott Service at all times.
Conduct smooth, efficient and professional operation in the Executive Floor.
Ensure all guests experiencing a problem will receive an immediate response, any promised compensations is delivered and all guests receive appropriate follow up in a timely and professional manner by using the LEARN process.
Be familiar with Marriott Rewards Program, Marriott Miles & affiliate Airline partners.
Ensure that every qualified guest that checks-in to the hotel is enrolled in the Marriott Rewards program, and if the guest is already member to take his membership number.
Be responsible for ensuring that all the guest comments are passed on to the centralized Guest Response area and are updated in all necessary Guest History databases.
Practice recognition programs for both guest and associates are in place and working.
Know all frequent customers and be familiar with their special requests. Ensure that their needs are met.
Strictly follows bank-out procedures and cash handling procedures.
Ensure completion of all tasks for the shift and handover to the next shift without missing out on any guest related requests. To ensure that all the Logbooks, handovers and checklists are well maintained.
To develop a close and harmonious working relationship with all other associates in various departments of the hotel.
Ensure all stationery levels and equipment is well maintained, restock station as required.
Check in all guests according to the proper standard.
Follow all cash handling and banking procedures to check out all customers efficiently.
Ensures confidentiality of User Log-On. Ensure that users are logged out when leaving the area.
Ensure smooth check-in and check-out of all Executive Floor guests, and offer personalized services through properly handling guest accounts.
Ensure that work area is always clean, neat and organized.
Ensure that all supplies are well maintained.
Answer the phones according to the standards of proper etiquette and within three rings; address in-house guest by name.
Handle mail and messages properly and on a confidential basis.
Check the information board, daily event sheet, to be up to date and informed about daily operations
Also be familiar with cultural differences in order to meet all different customer needs.
Be knowledgeable about etiquette and protocols.
Have a good knowledge about the city and the environment to meet customer inquires.
Be responsible for the ensuring that all the guest comments are passed on to the centralized Guest Response area and are updated in all necessary Guest History databases.
Attend training sessions and meetings as required.
Maintain safety by adhering to safest policies, being responsible to report all accidents immediately. Support all safety programs. Proceed with caution when walking on slippery floors. Ensure proper safety instructions are given before operating any equipment.
Knowing all emergency procedure at all times.
Be familiar with Brand Standards requirement.
To perform any other duties as assigned by management
JOB SPECIFICATION职位要求 :
Profile of Competency
1. Good knowledge and very familiar with Executive Lounge operation
2. Good Knowledge of Receptionist & Cashier operation
3. Good Knowledge of City Information
4. Good Knowledge of Food & Beverage
5. Good Communication Skill with Other Department
Good English & Mandarin language skill and communication skill
Job License 资格证