Marriott 职业

前厅部 - 行政楼层接待

上海, 中国
客房和宾客服务运营


职位描述

职位发布 Apr 11, 2018
职位编号 18000EH8
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 FUNCTION 主要功能:
 
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.
 
为所有行政楼层的客人提供高质量的的服务。 在一天中规定时候提供餐饮服务,并在为客人办理登记入住和结账离店的时候问候。不断寻求客人意见来提高客人满意度。
 
SPECIFIC DUTIES 工作任務:
 
Ensure all Standard Operating Procedure and Local Operating Procedures are adhered to and carried out.
熟知品牌操作程序和标准        
 
Ensure that the following basic tasks are carried out in order to give personalized service.
熟练掌握以下各项 服务技能
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.
对客房、方位、房间用品、特点和酒店内其他服务,例如:餐饮、宴会、健康中心等了解并能解决客人提出的相关问题。
 
Ensure Butlers are trained on how to offer and arrange car rental, airline, train tickets and other travelling requirements
熟悉酒店汽车租赁,机票和火车票预定以及其他旅游咨询
 
Practice Marriott Service at all times.
一贯实施万豪理念服务
Conduct smooth, efficient and professional operation in the Executive Floor.
在行政楼层提供流畅高效的专业服务。
 
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.
确保所有客人的问题都得到合理的解决,一切允诺的赔偿都能得到履行并且通过运
用LEARN程序,所有的客人都能得到专业及时地回访。
 
Be familiar with Marriott Rewards Program, Marriott Miles & affiliate Airline partners.
对万豪奖励计划和万豪航空伙伴有很深刻地了解和认识。
 
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.
确保每一位符合条件的客人在登记入住的时候加入到万豪奖励计划,加入客人已是会员要将其会员号码记录在案。
 
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.
确保每一位客人的意见都被反馈得到对客服务部门并及时更正客人历史记录。
 
Practice recognition programs for both guest and associates are in place and working.
为客人和员工实践识别计划。
 
Know all frequent customers and be familiar with their special requests. Ensure that their needs are met.
了解酒店常客和他们的特殊要求。 确保这些要求得到满足。
 
Strictly follows bank-out procedures and cash handling procedures.
严格遵守提现及任何处理现今的手续。
 
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.
完整的交接班确保任何和客人要求有关的信息不遗漏 确保工作日志、交班清单完好。
 
To develop a close and harmonious working relationship with all other associates in various departments of the hotel.
和其他部门保持良好的关系。
 
Ensure all stationery levels and equipment is well maintained, restock station as required.
确保文具用品和设备完好保养,有必要的话再储备。
 
Check in all guests according to the proper standard.
依据标准为客人办理登记入住手续。
 
Follow all cash handling and banking procedures to check out all customers efficiently.
依照程序处理现金和金融手续有效为客人办理离店手续。
 
Ensures confidentiality of User Log-On. Ensure that users are logged out when leaving the area.
确保保密登陆并在离开工作区域时登出。
 
Ensure smooth check-in and check-out of all Executive Floor guests, and offer personalized services through properly handling guest accounts.
流畅的为行政楼层的客人办理登记入住和离店手续,通过合理处理客人账务提供个性化的服务。
 
Ensure that work area is always clean, neat and organized.
保证工作区域的整洁。
 
Ensure that all supplies are well maintained.
确保物品良好保存。
 
Answer the phones according to the standards of proper etiquette and within three rings; address in-house guest by name.
根据要求在3声之内接听电话,并称呼店内客人姓名。
 
Handle mail and messages properly and on a confidential basis.
对邮件和留言保密。
 
Check the information board, daily event sheet, to be up to date and informed about daily operations
察看信息板,每日活动表并及时更新工作安排。
 
Also be familiar with cultural differences in order to meet all different customer needs.
了解各种文化差异来满足不同客人的要求。
 
Be knowledgeable about etiquette and protocols.
对各种礼仪了解。
 
Have a good knowledge about the city and the environment to meet customer inquires.
对本市和环境有好的了解以满足客人的需求。
 
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.
及时将客人要求反馈到对客服务部门并做好记录。
 
Attend training sessions and meetings as required.
有需要的话要参加培训会议。
 
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.
坚持遵循安全规程来保证安全性,负责及时报告突发事件。
支持所有保安系统。在湿滑地面上行走要小心。
在操作设备前一定要有适宜的安全培训。
 
Knowing all emergency procedure at all times.
知道并且了解紧急情况的处理过程及程序
 
Be familiar with Brand Standards requirement.
熟知品牌的要求和标准
 
To perform any other duties as assigned by management
完成管理层交给的其他工作。
 
JOB SPECIFICATION职位要求 :
 
Profile of Competency
工作能力:
1. Good knowledge and very familiar with  Executive Lounge  operation
    掌握 工作知识并且十分熟悉日常运行
2. Good Knowledge of Receptionist & Cashier operation
   良好的前台和收银知识
3. Good  Knowledge  of City Information
    良好的城市知识
4. Good  Knowledge of Food & Beverage
     良好的餐饮知识
5. Good Communication Skill with Other Department
      良好的沟通技能
Language 语言能力:
Good English & Mandarin language skill and communication   skill
  良好的英语及普通话能力以及沟通技巧
Education 教育:
 University Graduate
    大学毕业
Job License 资格证
旅游A级
 
 
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。