MAJOR RESPONSIBILIES 责任概要 :
To
supervise the other guest relations and the concierge lounge attendants. To
ensure that they are adhering to all hotel policies, procedures and standards
while striving towards total guest satisfaction. To ensure that the above-mentioned
areas are working in a professional manner at all times. Responsible for
hiring, training and development of all concierge-related associates, so they
are hospitable, outgoing and guest oriented.
监督其他宾客关系部及行政酒廊员工的工作。保证他们遵循酒店的规章制度，服务程序及标准并致力于提高所有客人的满意度。确保以上工作区域的员工能始终保持专业的态度。负责所有宾客关系员工的雇用，培训和发展事宜，使他们成为热情的，友好的和以客人为宗旨的员工。
SPECIFIC DUTIES 工作任务 :
Staff Management员工管理
a.
Be
prepared for each daily activity and review any variations with manager and
associate.
准备日常的工作安排和了解有关经理及员工的变动。
b.
Ensure
all associates are aware of role and responsibilities and operate within their
guidelines.
确保所有员工都清楚了解自己的角色和职责，并遵循指导方针工作。
c.
Ensure associate is properly groomed and
uniformed at all times.
确保所有员工始终保持良好仪表及穿着整洁的制服。
d.
Maintain
efficiency in the operation of the associate in a high standard of quality of
service and courtesy, bringing total satisfaction to our guests and the hotel.
有效的保证员工在工作中能始终提供高质量的，谦逊的服务，以求为客人带来最满意的服务。
e.
Conduct
frequent hospitality audits to ensure the associate are conducting themselves
in the manner appropriate for the department. Ensure Service Excellence
Standards are in place.
积极指导员工以确保他们按照部门专业精神提供服务。确保实行顶尖服务标准。
f.
Maintain
a good working relationship between the associate and other departments.
与员工和其他部门建立和维持良好的工作关系。
g.
Determine
the requirements for, and the follow-up on, special groups or VIPs.
确定特殊团队及重要宾客的各种要求并后续跟进。
h.
Prepare
and submit accident or injury reports when needed.
在需要时准备并提交突发事件及意外伤害报告。
i.
Constantly
stress to the associate that they are the most effective tools in merchandising
the hotel. Establish a “sales pitch” for the associate to use when assisting
guests.
经常向员工强调他们是推销酒店商品的最有效的途径。为员工建立
一个有效的“销售阵营”来服务于客人。
j.
Ensure
all guests experiencing a problem receive an appropriate response, any promised
compensation is delivered and all guest receive appropriate follow up in a
timely and professional manner.
确保所有顾客所反映的问题都得到满意的回复，并使客人对我们专业的态度及及时的弥补措施感到满意。
k.
Able
to supervise the associate and handle any associate situation.
监督并调整员工的工作状态。
l.
Establish
effective communication with associates to gain their trust and respect.
建立与其他员工的有效沟通来赢得他们的信任及尊重。
m. Maintain
fair and consistent counselling and/or disciplinary procedures in accordance
with Marriott’s Guarantee of Fair Treatment Policy.
始终按照公平对待原则及劝告或惩处程序对待员工以保证与万豪所提倡的公平对待原则相一致。
Train培训
a.
Ensure
all associates are safety conscious and trained in safe work practices.
确保所有员工都拥有安全意识并在安全的工作环境里进行培训。
b.
Encourage
problems solving by associates through proper training and empowerment.
鼓励员工运用相关的培训知识及授权来独立解决问题。
c.
Implement proper training program and
control the training of the associate to top efficiency and in accordance with
Marriott policies.
参加相关培训课程，帮助培养符合万豪标准的高品质的员工。
d.
Have
a thorough knowledge of hotel fire regulations and policy, accident reports,
safety programs, and what the direct duties are in relation to each. Ensure
that all associates are properly trained in these procedures.
全面了解酒店的消防程序，报警程序，安全守则，并清楚其相关负责人，保证所有同事都参加此类培训。
e.
Have
accurate and complete guest assistance information available regarding events
taking place in town, restaurants, athletic events, etc.
能向客人准确及时地提供在当地，餐厅，运动场馆等所举行的宴会，活动的消息。
f.
Facilitate departmental training modules.
Continually monitor, evaluate and revise training content to reflect changes in
the process and address the needs identified by associates and your manager.
简化部门培训模式。持续监督，评估和修改培训的内容，以此来反映由此产生的变化并满足员工与管理人员的不同需求。
g.
Follow
up regularly with Department Heads regarding the Guest Service process and the
performance of their department responsibilities along with the department’s
function.
定期向部门领导汇报对客服务流程以及员工根据部门性质所应负责任的工作表现。
3.
Administrative行政管理
a.
Attend
and assist with monthly department meetings.
参加并协助每月部门会议。
b.
Ensure
all guest incident forms and logs are completely filled out and maintained. If
computer tracking is used, monitor this recording also..
确保完整记录和维护所有关于客人的资料。 可利用电脑存档。
c.
Ensure all guests indicating on their in
room comment card that they wish to discuss their stay further or that they
will not return to this property are contacted by phone or letter.
保留客人的客房入住建议纪录并保持与客人进行电话或信件上的联系以确认他们将来的行程是否会再次选择入住本酒店。
d.
Route
associate commendations received from guests to the person responsible for
assembling the daily communication packet.
负责安排员工收集来自客人对员工的赞扬信息并整理成每日例报。
Additional
Responsibilities其他职责
Responsible to handle all guest requests and to
solve any guest complaints.
负责处理所有客人的需求和解决任何客人的投诉。
a.
Ensure
that the Hospitality and the Guest Response Programs are being followed and
monitored. Be familiar with cultural differences to meet guest’s specific needs
and requirements.
确保客人的反馈信息被执行和监督，熟悉文化差异来满足客户的具体需求。
b.
Have
PMS and MARSHA skills, be able to check in and check out and to handle
reservation when needed in Marsha.
具备使用PMS和MARSHA的能力，能够办理入住和离店手续并在
需要的时候在MARSHA里处理预定。
c.
Be
very knowledgeable about the rooms and their locations, services and facilities
of the hotel.
清楚了解客房以及位置，服务和酒店设施。
d.
Know
how to offer and arrange car rental, airline and train tickets, office
services, beauty and barber services, baby sitting and arranging presents,
repairs and shopping for the guests.
知道如何提供和安排轿车租赁服务，飞机票和火车票的预定，秘书服务，美容院和理发店服务，婴儿看护和时间安排，客人物品维修和购物的安排。
e.
Maintain
the Repeat Guest Program, the Marriott Rewards Member and the VIP program.
Ensure that the above-mentioned clientele are receiving the type of service
they are deserve and follow up with guest relations to ensure that all request
are carried out.
维护回头客的资料系统，万豪礼赏计划以及贵宾项目。确保以上提及的客户享受到他们应得的服务并且保持与客户的良好关系以确保他们的要求得到满足。
f.
Be
able to handle emergencies. Be trained in these procedures and be able to act
upon them.
能够处理紧急事件。必须掌握处理紧急事件的程序的相关知识和有能力遵照以上知识在紧急情况发生时处置。
g.
Responsible
for appearance and behaviours of associate. Ensure compliance with grooming
standards. Live all grooming standards by example.
监督员工的仪容仪表。根据酒店仪容仪表的标准作出表率并监督部门员工。
h.
Supervise
the areas of lobby, main entrance, guest relations and concierge lounge to
assist, help, train, coach and counsel.
监督大堂，酒店主要入口，客户关系和礼宾部柜台区域，提供协助，帮助，培训，教导和建议。
i.
Complete
and initiate special projects in a timely manner and within due dates.
迅速有效地完成并指导实施特定项目目标，确保其在指定时间内完成。
j.
Check
information board daily, be informed and seek for additional information.
检查每日公告栏，了解和搜集增加的信息。
k.
Assist
in handling problems in Food and Beverage outlets and refer the
incidents to the respective
manager.
协助和处理餐饮部各个餐厅发生的问题并把相关事件向负责相关事宜的经理提交。
l.
Conduct
floor patrol to ensure that all are in order.
执行楼层巡逻以保证所有区域正常运作。
m. Report
areas that need repair and maintenance.
报告需要维修维护的区域。
n.
Ensure efficient provision of front desk
service by check in and escort VIP guests courteously and efficiently,
co-ordinate check in of special categories of guest, follow up on special
check-out procedures for VIP guest, handle express check out when required,
assist in maintaining the free flow of guest in the lobby by helping out guest
with their check in when situation required.
通过殷勤且有效率地为客人办理登记入住并陪同VIP客人去到他们的房间，以确保前台提供高效率的服务。协同并跟进重要VIP及特殊客人的入住，离店手续办理，必要时提供快速离店服务。在情况需要时帮助客人办理离店手续，维持酒店大堂客流秩序顺畅。
o.
Handle
lost and found items, drill open of safe deposit box, paid out, rebate, room
discrepancy, etc.
监督处理以下工作：失物招领，客人保险箱，现金提取，折扣及房态差异。
p.
Ensure
that log books, handovers and checklists are well maintained.
确保记录本，交接文件，工作检查表清晰流畅。
q.
Be
knowledgeable about Marriott Rewards and Frequent Flyer Programs.
熟悉了解万豪礼赏和飞行里程营销系统。
r.
Keep
good relations with customers and write up guest contact reports for the
attention of the Management.
和客人保持良好的关系，并为酒店管理层详细描述与客人的沟通报告。
s.
Assist
in handling guests when other sections are busy.
当其他部门繁忙时协助处理客人事宜。
t.
Create
a productive and positive atmosphere, have a good relationship with all
associates and other departments.
创建一个有效率，积极的工作气氛。 与所有员工和其他部门保持良好的工作关系。
u.
Ensure
immediate and prompt guest attention to all guest concerns and complaints.
对于所有客人的投诉和问题给予及时地关注。
v.
Responsible
for resolution of problems and follow up with the guest within 10 minutes to
ensure satisfaction.
负责做到在10分钟内为客人解决问题或后续服务以此满足客人需要。
w.
Develop
friendly conversation with guests and obtain feedback from them and reflect to
department concerned.
发展与客人良好的对话氛围，收集和反映客人对相关部门的意见。
x.
Be
Familiar with the hotel emergency procedures and to ensure maximum safety of
guest and employees in case of emergencies.
熟悉酒店的应急程序，确保在紧急情况下最大程度保护客人和员工的安全。
y.
Contact
VIP Guests on a regular basis during their stay, - all arrivals each evening, -
all long stay once a week to see if they need anything special.
与住店的重要客人保持经常性的联系，包括其每个入住到达的晚上，一周一次的与长期入住的客人会面并提供其需要的帮助。
z.
Communicate
on a daily basis with sales and the executive office for VIPs.
经常就酒店重要客人的相关事务与销售部门和行政办公室沟通。
aa. VIP
rooms blocking, ordering gifts, check gifts, check rooms, welcome VIPs and
guidance to the rooms.
提前确认酒店重要客人房间，安排并检查礼品，检查房间，欢迎客人并陪同进入其客房。
bb. Ensure
all associates working at night are indeed on duty.
确保所有夜班员工到岗。
cc.
Supervise
all operations i.e. security, housekeeping, etc in the hotel during the night.
监督酒店所有夜间运营部门的工作，例如：安保部， 客房部等。
dd. Check
that all work areas are neat and clean at night.
检查酒店夜间所有工作区域整洁干净。
ee. Represent
Hotel Management at night by maintaining at a high standard of services.
在夜间代表酒店经理保证酒店为客人提供高质量的服务。
ff.
Follow
all company policies and procedures.
遵守公司所有政策和程序。
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