Policies and Procedures
政策及程序
§ Protect the privacy and security of guests and co-workers.
保护客人和同事的隐私和安全。
§ Maintain confidentiality of proprietary materials and information.
维护专有资料和信息的机密性。
§ Follow company and department policies and procedures.
遵守公司和部门的政策和程序。
§ Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
确保制服、铭牌和个人仪表干净、卫生、专业，并符合公司的政策和程序。
§ Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
根据公司政策和程序保护公司工具、设备、机器或其他资产。
Guest Relations
客户关系
§ Address guests' service needs in a professional, positive, and timely manner.
以专业、积极、及时的方式满足客人的服务需求。
§ Assist other employees to ensure proper coverage and prompt guest service.
协助其他员工，确保在对客服务时为客人提供及时、适当的服务。
§ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
欢迎并感谢每一位客人，微笑，眼神交流，友好的口头问候，尽可能叫出客人的名字。
§ Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
预测客人的服务需求，包括询问客人的问题，以更好地了解他们的需求，观察、倾听客人的喜好，并在可能的情况下采取行动。
§ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
使用品牌或酒店的特定流程（如LEARN、PLEASED、guest Response、LEAP）积极倾听并积极回应客人的问题、担忧和要求，以解决问题、取悦客人并建立信任。
§ Thank guests with genuine appreciation and provide a fond farewell.
真诚地感谢客人，并致以亲切的告别。
§ Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
与客人进行对话，关于住宿、酒店服务和地区景点、产品。
§ Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
为残障人士提供帮助，包括在指导范围内为视力、听力或身体受损的人士提供帮助（例如，在被要求时陪同他们，用语言解释行动，在纸上写下指示，将物体移开，或提供使用盲文或TDD电话的通道）。
Communication
沟通
§ Speak to guests and co-workers using clear, appropriate and professional language.
使用清晰、恰当和专业的语言与客人和同事交谈。
§ Provide assistance to coworkers, ensuring they understand their tasks.
为同事提供帮助，确保他们理解自己的任务。
§ Talk with and listen to other employees to effectively exchange information.
与其他员工交谈并倾听，有效地交换信息。
§ Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
接听电话时要遵守适当的礼仪，包括在铃响3声之内接电话，微笑着接电话，喊出呼叫者的名字，将电话转接到适当的人/部门，在让呼叫者保持通话前请求允许，接收和转发信息，允许呼叫者结束通话。
§ Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
与同事、主管或经理谨慎、安静地讨论工作主题、活动或问题，避免进入公共场所。
§ Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
准备和审查书面文件（如：日常日志、商务信函、备忘录、报告），包括校对和编辑书面信息以确保准确性和完整性。
Assists Management
协助管理
§ Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
作为部门的榜样或导师，与员工一起工作，履行技术或职能工作职责。
§ Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
分配并确保工作任务按时完成，并符合质量标准。
§ Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
确保员工接受公司核心价值观、工作角色、职责以及技术和服务方面的培训。
§ Ensure employee compliance with company standards and policies and external regulations (e.g., safety, OSHA, department-specific procedures such as food standards).
确保员工遵守公司标准和政策以及外部法规（如安全、职业安全与健康管理局、部门特定程序，如食品标准）。
§ Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
鼓励和激励员工，尽其所能。对任务和任务负责，做出决策并提供可能的改进意见。
§ Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
协助管理层确保员工有必要的资源来有效地执行他们的工作（例如，供应，设备和库存）。
§ Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
协助管理层建立和沟通目标，绩效期望，时间表、轮班表或部门运作的最后期限，并确保他们被理解。
§ Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
听取员工的建议，改进工作和服务客人的方式，在需要时获得管理层的支持。
§ Coordinate tasks and work with other departments to ensure that the department runs efficiently.
协调任务，与其他部门合作，确保部门高效运行。
§ Collaborate with management to develop and carry-out ideas and procedures, and set goals to continuously improve department performance around guest and employee satisfaction scores.
与管理层合作，发展和执行想法和程序，并设定目标，根据客人和员工的满意度得分不断提高部门绩效。
§ Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
指导和发展员工（例如，为持续改进创造期望，提供具有挑战性的任务和任务，举行发展讨论，构建和执行发展计划）。
§ Collaborate with management to formally recognize hourly employees' performance contributions.
与管理层合作，正式认可员工的绩效贡献。
§ Serve as hourly employees' first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
作为员工的第一个联系人，作为公平待遇保证/开放政策流程的一部分。
§ Ensure staff is working together as a team to ensure optimum service to guests.
确保员工团队合作，确保为客人提供最佳服务。
§ Communicate with guests, other employees, or departments to ensure guest needs are met.
与客人、其他员工或部门沟通，确保满足客人的需求。
§ Inspect grooming and attire of staff, and rectify any deficiencies.
检查员工的仪容仪表，纠正任何不足之处。
Working with Others
与他人合作
§ Support all co-workers and treat them with dignity and respect.
支持所有同事，并尊重他们。
§ Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
以机智、尊重、外交和保密的方式与员工和/或客人处理敏感问题。
§ Develop and maintain positive and productive working relationships with other employees and departments.
与其他员工和部门建立并保持积极和富有成效的工作关系。
§ Partner with and assist others to promote an environment of teamwork and achieve common goals.
与他人合作并协助他人促进团队合作环境，实现共同目标。
§ Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
积极倾听并考虑其他员工的担忧，做出适当有效的回应。
Operations
营运
§ Preparation of the yearly department budget by using history & forecasting techniques to develop an aggressive budget that reflects the achievable capabilities.
利用以往的经验和对未来的预测，准备部门的年预算报告，并发展一个具有可现实现性的预算目标。
§ Accurately forecast business demands to ensure efficient staffing & food production.
准确的预测未来的商业需求，保证充足的人员配备和食品。
§ To ensure the efficient scheduling of management & associates.
合理的安排员工的工作时间表和管理计划表。
§ To ensure the awareness & enforcement of all Marriott S.O.P.’s & Property L.S.O.P.’s.
熟知并执行所有万豪标准操作程序和当地酒店标准操作程序。
§ Enforce operational Standards that are periodically reviewed & updated.
执行公司的规章制度，并定期回顾和加以革新。
§ Be responsible for maintaining outlet safety and sanitation standards at all times.
保证部门的安全性，保持卫生设施的标准。
§ Enforce Marriott’s 43-point sanitation checklist by having outlets inspected on a monthly basis.
执行万豪酒店的43点卫生标准，每月对部门进行卫生检查。
§ Be responsible for asset management of all outlet property & facilities.
负责所有部门的物品和设施的财产管理。
§ Conduct a preventative maintenance inspection on a monthly basis.
每月对所有部门进行卫生清洁维护的检查。
§ Enforce Marriott’s Principles of Hospitality at all times.
遵守万豪集团的员工行为准则。
§ Above all, to lead by example through a “hands on” approach to motivate our associates to excel.
综上所述，须以身作则，树立榜样，通过亲力亲为来激励其他员工的发展动力。
Human Resources
人力资源
§ Develop and implement management training plans for supervisors on a quarterly basis in conjunction with HRD.
以每季度为基准，与人事部门主管联系，开展和实施本部门管理培训计划。
§ Implement a departmental daily “15 Minute” training program.
每日进行15分钟的职业培训课程。
§ Be responsible for the execution of all associate performance reviews in a professional and timely manner.
从专业的角度，及时的完成员工的工作表现评定工作。
§ Be responsible for all aspects of associate management including hiring, discipline in conjunction with the F & B manager and Director of F & B.
负责员工的管理工作，包括：雇佣，处罚等事项。
§ Conduct an effective monthly associate meeting with minutes and P&A forwarded to the GM, F & B and HRD.
每月开一个简单有效的员工会议，并上报给餐饮部总监和人事部主管。
§ To supervise the completion & critique of the wage progress report on a weekly basis.
每周完成工资进度报告的评估。
§ Practice “open door” policy to all associates.
考察员工的“迎客”条例规范。
Administrative
行政管理
§ Be responsible for all accounting and billing procedures in the outlets.
负责部门的财务和支出费用。
§ Be responsible for the accurate supervision of the associate time control and payroll systems by working with Accounting and HRD.
与财务和人力资源主管协作，共同负责员工的工作时间和工资系统的管理。
§ Periodically plan outside associates activity to promote teamwork.
安排在外部工作员工的活动事项，促进团队合作。
§ Promote positive inter-departmental relations through candid communication and cooperation.
各部门之间彼此坦诚沟通和合作，构建良好的部门关系。
§ Respond to guest inquiries or concerns within 24 hours in what is deemed the appropriate manner.
24小时内答复和解决顾客的问题和忧虑，此时断为最佳的处理时机。
§ Perform any reasonable request made of management which is not life threatening or against the law.
在不涉及生命威胁，不违反法律的情况下，可以相应的执行能改善管理的合理要求。
Marketing
市场销售
§ Be aware of all Marriott Guest Incentive programs and the correct accounting procedures pertaining to them.
知道所有万豪客户激励项目并了解相关的顾客结帐方式。
§ Develop & execute plans and actions for the marketing of the outlet.
开展和完成该部门作出的市场计划。
§ Be aware of competitors in the market & complete a competition analysis on a quarterly basis.
了解市场中的竞争对手，并完成每季度的竞争对手分析数据。
§ Sell the hotel and Marriott’s products and services using-selling and suggestive selling techniques
促销酒店和万豪的产品与服务。
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