Marriott Careers

Front Office - Guest Relation Agent/Officer

Shanghai, China
Rooms and Guest Services Operations


Job Description

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

Posting Date Mar 27, 2018
Job Number 18000KH3
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
工作任务 :
 
  1. Ensure all Standard Operating Procedure and Local Operating Procedures are adhered to and carried out.  
       确保遵守所有标准作业程序和本地操作程序。
     
  2. Ensure smooth check in and check out of all guests, through handling guest accounts timely and accurately.
    确保顺利办理客人入住登记和退房手续,及时准确地处理来宾账户。
     
  3. Ensure monthly and yearly Arrival Experience goal is meet.
    确保满足每月和每年的体验目标。
     
  4. Handle all guest complaints immediately and correspond with guests when necessary.
    立即处理所有客人投诉,并在必要时与客人对应。
     
  5. To liaise with Front Desk, Housekeeping, Room Service and Engineering to ensure VIP’s room are ready.
    要联络前台接待处,客房部,客房服务和工程部以确保贵宾房间已准备就绪。
     
  6. Go through guest profile and ensure welcome amenity is prepared accordance to guest’s profile.
    根据客人的个人资料确保欢迎相关事物已准备就绪。
     
  7. To check traces and go through room blocking for on-day reservations. To monitor room situation example, Q room, discrepant room, room change and unblock room.
          检查跟踪,锁定当天预订的房间。要监视房间情况,有问题的房间、有差异的房间,换房,并解除封锁房间。
  8. Meet and escort VIP guests/ Limousine arranged guests to their rooms and achieve daily escort percentage goal of 70% and above.
    迎接和陪同VIP嘉宾/安排酒店轿车服务的客人到客房,并达到每天护送目标70%以上。
     
  9. Provide in room check in for all VIP and elite members.
    为贵宾和精英会员提供在房间内办理入住手续。
     
  10. Monitor the enrolments of guests into our Marriott Rewards or the Marriott Miles Programme to achieve the targets.
    实现“万豪礼赏”目标。
     
  11. Liaise with other departments on new policies/packages.
    与其他部门共同推广新制度/优惠。
     
  12. Log daily incidents (where applicable) and be aware of any general liability issues and if unclear, to check with Front Office Manager
    登录日常事件(如适用)和任何一般责任问题,如果不清楚,请与前厅部经理确认。
     
  13. Attend departmental meetings or any other meetings as assigned by the managers.
    参加部门会议或由管理者指派的任何其他会议。
     
  14. Ensure all areas of the Front Office as well as the Hotel Lobby are clean at all times.
       确保所有酒店前厅部和酒店大堂随时保持清洁。
     
  15. Maintain effective service in line with the Hotel’s Corporate Image.
    维护酒店的企业形象,保持有效的服务。
    (a)  Company’s Grooming Standard
    公司的仪容仪表标准
    (b)  Standard Operation Procedures
    标准操作程序
    (c)  Departmental Policies
    部门的政策
  16. Corporate Policies
    企业政策
     
  17. Handle all duties as assigned by the Guest Service Manager.
       处理由客户服务经理分配的所有职责。
     
  18. Any other duties as may be assigned from time to time.
      任何其他随时指定的职务。
 
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.