Marriott Careers

Front Office - Executive Floor Agent

Shanghai Marriott Hotel City Centre
Shanghai, China
Rooms and Guest Services Operations


Job Description

Check out pictures from associates at this location, and some videos too!

Posting Date May 19, 2018
Job Number 18000IFJ
Job Category Rooms and Guest Services Operations
Location Shanghai Marriott Hotel City Centre, Shanghai, China VIEW ON MAP
Brand Marriott Hotels Resorts /JW Marriott
Schedule Full-time
Position Type Non-Management/Hourly

Start Your Journey With Us

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.


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。

 
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.