Main
Duties 主要职责：
To be well-versed with the followings:
很好掌握以下内容：
Rooms Types and rates
房型和房价
Operations Hours of Restaurants outlets
餐厅的营业时间
Hotel
Services & Facilities including operating hours
酒店提供的服务和设施设备和营业时间
Shanghai area information –
attractions/restaurants etc
上海城市资讯如餐厅等
To ensure effective communication within the Executive
Floor Team as well as other departments and management to achieve the hotel’s
operation goals.
为了酒店的营运目标，有效地和行政楼层的团队和酒店其他部门沟通合作。
To effectively communicate with all guests
and patrons to achieve the hotel’s business goals.
为了达到酒店的经济利益目标，有效地和酒店的客人和与酒店合作的公司沟通合作。
Assist to manage the Executive Floor Team so
as to ensure that all policies and procedures are thoroughly understood and
effectively carried out to achieve the hotel’s business goals. Ensure that all
team members carry the Brilliant Card during work hours and know the Move of
the Day.
为了酒店的经济利益，协助管理整个行政楼层团队以求达到每个团队成员都能熟练掌握酒店政策和规范的操作流程。 确保每个员工每天上班都携带非凡待客师卡并熟知上面的内容。
To establish good rapport with guest
concerning services from all areas of operation with a professional, warm,
caring and tactful manner to reflect the positive image of Shanghai Marriott
Hotel City Centre. Also be able to provide excellent solution to the guest’s
satisfaction.
为了建立良好的对客关系，在工作中，要提供专业热情关爱和得体的礼貌给客人留下一个好的上海雅居乐万豪酒店的印象。
To be thoroughly conversant with the hotel’s
computer system and its’ back up procedures and the various types of reports
that are to be generated during emergency.
熟练掌握酒店的电脑系统， 如遇紧急情况，也要熟练掌握酒店的电脑备份流程和各种电脑中导出的备份报表。
To be conversant with the software and
operating equipment used by the hotel in order to effectively generate reports,
training programs or any request from in-house guests.
为了有效地导出报表，制定培训计划或者满足住店客人的需要，要熟练掌握酒店的操作软件和其他设备。
Assist to plan, organize and prioritize daily
job duties effectively to ensure smooth operation. Intelligent time management
by carefully delegating job duties to the team members to achieve operation
objectives.
协助有效地计划组织安排每日工作以求工作的顺畅。为了达到酒店的运营目标，通过仔细适当的授权给团队的成员的方式进行有效的时间管理。
To possess business skills as follows:
具有以下业务技巧：
Telemarketing电话销售
Selling Skills销售技巧
Upselling Skills增销技巧
Business Planning skills商务计划技巧
Training and Development skills培训发展技巧
Assist to ensure all team members thoroughly
understand and actively participate in the exercise of cost management like
energy savings in unused areas and equipment, recycling of partially used
papers and economize the usage of office stationary.
协助确保每个团队成员全面理解并且积极参与到成本控制管理中，如在不必要的地方和设备地方节约能源，重复用纸张，节约使用办公文具。
Assist to operate the Executive Floor within
the operating expenses budget by effective control and management of the
followings :
通过以下有效地控制和管理，在预算内协助运作行政楼层：
Office Supplies办公用品
Guest Supplies客户用品
Operating Equipment操作设备
Furniture & Fixture家具设备
Department Payroll, Overtime and Annual Leave部门花费
To fully understand and embrace the operating
values, mission statement and vision of the Shanghai Marriott Hotel City Centre
and are sincerely committed to train, share and energize it with the fellow
team members.
要充分理解和接受的经营价值观，使命和上海雅居乐万豪酒店中的设想，并真诚地致力于培训，分享和激活团队成员。
To have a thorough knowledge on the operating
concept and objective of the Executive Floor service in order to efficiently
guide and train all team members effectively.
行政楼层服务的经营理念和目标上有透彻的认识，以便有效地引导和培养团队所有成员。
Possess excellent skills of quality guest
service and never compromise for any inefficiency in dealing with hotel guests.
At all times strive to provide upscale and excellent service, which exceeds
guest’s expectations and be a positive role model for all team members.
拥有优质顾客服务的优秀技能，对于任何低效率地处理酒店客人事情的工作永不妥。在任何时候都努力为客户提供高档，优质的服务，其中包括超过客人的期望，并为所有团队成员起一个积极的示范作用。
To ensure all complaints and problems of
guests are rectified immediately in a prompt and courteous manner. Any matters
that cannot be solved immediately are to be followed up personally and as soon
as possible. Guests are to be notified of the progress of the action taken and
assured of effective and prompt follow-up. All final resolutions must be up to
the level or exceeds the guest’s satisfaction.
为确保所有客人投诉和问题是迅速和用礼貌的态度解决的。任何不能立即解决的事项需要个人尽快跟进。客人应被告知所采取的行动的进展情况，并保证有效和迅速跟进。所有最终的决议必须达到或超过客人的满意度。
To have a thorough understanding on the
usage, functions and maintenance of all equipment at Bell Section in order to
eliminate mishandling which might lead to expensive repair or even purchasing a
new one. Any malfunctions are to be reported immediately and have it rectified
and send for servicing when deemed necessary.
对所有设备的使用，功能和维护有透彻地了解，以消除使用不当可能导致昂贵的维修费用，甚至购买一个新的。任何故障要立即报告，必要时要及时送修。
To embraced a sense of ownership towards all
equipment and property of the Shanghai Marriott Hotel City Centre. To ensure
that the properties of the management are handled and used in a caring manner
that will not damage or devalue the items. Any sightings on property
mismanagement or vandalism are to be reported to the Security department
immediately.
对上海雅居乐万豪酒店的所有的设备和财产要有主人翁意识。用一个充满爱心的方式去使用它们，确保它们不会损坏或贬值。任何管理的不善或人为破坏要立即向安全部门报告。
To ensure the importance of safety and
security being of guests and fellow team members at any location are fully
understood. To liaise with the Front Desk Manager and Security Officer in
handling and undertaking incident of crime and accidents affecting hotel guests
and team members. Also to constantly train all team members to be alert and
“security-minded” at all locations of the hotel.
充分理解确保客人和团队成员在任何地点的安全和保安的重要性。对影响酒店客人和团队成员的犯罪和意外事故处理，需要与前台经理和保安主任联络。还不断培养所有团队成员提高警觉，加强“安全意识”。
To be well versed with the emergency
procedures and be able to lead and direct hotel guests and fellow team members
in such occasions. To have a sound knowledge on the roles of the team members
during emergencies and to delegate effectively to ensure safety of both people
and properties of the hotel. Also to have a detailed knowledge on the various
types of reports to be generated during such occasion to ensure proper auditing
and record of both people and property involved.
深谙的紧急应变程序，并能够在这样的场合下领导和指导酒店的客人和同事的团队成员。熟知在紧急的情况下团队成员的角色扮演和有效授权，以确保人员和酒店财产的安全。也要熟知在这样的场合下各类报告的详细知识，以确保适当的审计和人员与财产的记录。
To exhibit an immaculate grooming at all
times without any compromise for lesser quality other than that established by
the Shanghai Marriott Hotel City Centre to project a professional image.
Immaculate grooming includes neatly trimmed and combed hairstyle, a well
balance and appropriate make up and properly trimmed fingernails as stipulated
in the Standard of Performance.
在任何时候的个人形象都要符合上海雅居乐万豪酒店的标准，不能出现不符合的形象。专业的形象包括头发修剪整齐和梳理标准的发型，良好的平衡和适当的弥补和正确修剪指甲。
To constantly display an excellent level of
courtesy and etiquette in the presence of both guests and team members of the Shanghai
Marriott Hotel City Centre. Proper and pleasant choice of words is to be used
at all times without discrimination. Pleasant disposition is to be display at
all times in all locations within the hotel. A strong bond of cooperation and
teamwork are to be embodied and exercise at all times to all team members of
the Shanghai Marriott Hotel City Centre.
时刻在客人和上海雅居乐万豪酒店员工成员之前表现优良的礼貌和礼仪。正确愉快和合适的语言在任何情况上部不会被歧视。一个牢不可破的团队和合作精神时时刻刻体现和激励了上海雅居乐万豪酒店的所有员工。
To execute effective training programs to all
team members. Subjects for training will range from technical skills, equipment
training to excellent customer service.
给所有团队成员执行有效的培训计划。训练科目范围，从技术技能，装备培训，以优良的客户服务
To provide feedback during briefing daily at
all shifts to the team members on suggestions or complaints from guests
regarding the level of service. Pace of workflow at the Executive Floor should
also be highlighted and to identify the reason behind it and share the improved
method.
把每日例会上关于客人对服务水准的建议回投诉的反馈内容传达给每个班头的每个员工。重点突出行政楼层的工作进程，并找出它背后的原因和分享改进方法。
To attend and participate actively at the
monthly Front Office meeting and provide feedback, suggestions and effective
solutions on the work flow and policies and procedures of the Bell department.
出席和积极参与前厅部的月度会议并且对部门的工作进程，政策和流程提供建议，有效的方案和反馈意见。
To prepare the following reports :
准备以下报表：
Monthly Department Attendance Report月度部门考勤
Monthly Department Staff Performance Report月度部门员工表现报表
Newspaper Report报纸报表
To display a positive image and proactive
attitude at all times and act as a role model to all by being punctual at
reporting for work at the work station. Displaying a friendly, humble and
cooperative attitude towards all team members throughout the hotel is
essential. All negative disposition, comments or choice of words are not to be
cultivated or engaged to create a poor image of the Shanghai Marriott Hotel
City Centre to both guests and team members. All suggestions should be
positively brought up during monthly meetings for healthy changes. To act as an
ambassador in and out of the hotel at all times.
在任何时候都要表现正面的形象和积极的态度。做一个在工作地点报告工作的榜样。在友好，谦虚和合作的的态度对酒店的整个团队成员是必不可少的。一切消极的性格，意见或不当的言辞是会有损上海雅居乐万豪酒店的形象的。所有健康积极的建议都要在月度会议上提出来。时刻把自己当成酒店的形象大使。
To assume any other duties &
responsibilities as assign by the management.
承担管理层指定的任何其他职责及责任。
