MAJOR RESPONSIBILIES

职责概要:

To provide day to day supervision, direction and leadership to Guest Service Officers and drivers including working close with front office team. 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 Guest Service-related associates, so they are hospitable, outgoing and guest oriented.

知道并负责宾客关系主任的日常工作， 并与前台同事紧密合作。确保前台员工在遵守酒店的所有规章制度和标准操作守则的同时努力提升客人对各方面的满意度；督促员工自始至终都表现出职业姿态。 此外还要负责招聘和培训宾客服务部门的员工，以培养成为外向且真诚待客的专才。

SPECIFIC DUTIES

具体工作任务 :

• Staff Management 员工管理

• Be prepared for each daily activity and review any variations with manager and associate.

  了解每日安排的活动，发现问题及时与经理同事沟通。

• Ensure all associates are aware of role and responsibilities and operate within their guidelines.

  确保所有员工了解各自的职责和工作要求。

• Ensure associate is properly groomed and wear clean uniform with name tag at all times. Carry the Basic card during work hours and know the Basic of the Day.

  监督员工的仪容仪表， 包括制服整洁，佩戴名牌等。随身携带每日要旨，并了解当日的每日要旨。

• Maintain efficiency in the daily operation and ensure that associates provide high quality standard of courteous service, bringing total satisfaction to our guests and the hotel.

  保持良好的日常工作效率，督促员工通过提供高质量的服务来提高客人的满意度和酒店声誉。

• 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.

  要求员工以万豪审核标准衡量指导各自的工作质量，以保证提供优质服务。

• Maintain a good working relationship between the associate and other departments.

  与本部门和其它部门的同事保持良好的关系。

• Determine the requirements for, and the follow-up on, special groups or VIPs.

  了解团队和贵宾的特殊需求并及时跟进处置。

• Prepare and submit accident or injury reports when needed.

  在发生意外事件或伤害事故后书写并递交事故报告。

• 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酒店里最关键的一部分，鼓励员工在帮助客人的时候，适时向客人推销酒店服务。

• 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.

  确保所有遇到问题的客人都获得合理的回应。兑现赔偿承诺，并及时专业地跟进处理客人的要求或投诉。

• Able to supervise the associate and handle any associate situation.

  管理员工并妥善处理与员工有关的问题。

• Establish effective communication with associates to gain their trust and respect.

  与员工保持有效沟通，并赢得大家的信任和尊重。

• Maintain fair and consistent counselling and/or disciplinary procedures in accordance with Marriott’s Guarantee of Fair Treatment Policy.

  遵循万豪公平待遇的原则对有关员工进行劝导或警告。

  
  

• Train 培训

• Ensure all associates are safety conscious and trained in safe work practices.

  确保所有员工都接受了工作场所的安全培训，提高员工的安全意识。

• Encourage problems solving by associates through proper training and empowerment.

  通过必要的培训授权来鼓励员工直接解决问题。

• Implement proper training program and control the training of the associate to top efficiency and in accordance with Marriott policies.

  根据需要实施培训，以万豪标准努力提高员工的工作效率。

• 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.

  明确酒店的消防规范和制度，以及每个人所承担的职责。确保所有员工都接受规范操作的培训。

• Have accurate and complete guest assistance information available regarding sports events taking place in the city and restaurants.

  了解并能够随时为客人提供当地的体育活动和餐馆等信息。

• 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.

  参与执行部门培训，并根据工作需求变化以及员工经理的要求，监督、评估和改善培训内容。

• Follow up regularly with Department Heads regarding the Guest Service process and the performance of their department responsibilities along with the department’s function.

  积极配合部门经理执行改善客服务流程，以及部门职责和运作效率的措施。

  
  

• Attend and assist with monthly department meetings.

  参加部门的每月会议。

• Ensure all guest incident forms and logs are completely filled out and maintained. If computer tracking is used, also monitor this recording.

  确保完整记录并保存所有的客人事件，包括电脑追踪记录。

• Ensure all guests comments from in room comment card are submitted to Director of Rooms immediately for any follow-up issues.

  确保所有从客房内收集的客人意见卡立即递交房屋总监，以便及时跟进。

• Route associate commendations received from guests to the person responsible for assembling the daily communication packet including displaying all good comments on the notice board.

  把客人给员工的表扬信转交给负责准备每日沟通的专员，以便在布告栏内展示。

  
  

  Additional Responsibilities 其它职责

• Responsible to handle all guest requests and to solve any guest complaints.

  负责处理所有的客人要求，以及任何客人的投诉。

• 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.

  监督实施好客服务和客人响应计划。熟悉不同的文化差异，以满足客人的特殊需求。

• Have Opera and Marsha skills, and be able to check in/out including handling of reservation whenever the need arise.

  具有Opera和Marsha系统的操作能力，包括为客人做预订，办理入住登记和退房结账等等。

• Be very knowledgeable about the room types and its locations, services and facilities of the hotel.

  熟悉酒店的房型和方位，以及设施和服务。

• Know how to offer and arrange for car rental, airline and train tickets, office services, beauty and hair salon services, baby sitting, special occasions arrangements, minor repairs as well as shopping information for guests.

  了解如何提供用车服务、购买机票和火车票、办公服务、美容美发服务、保姆服务、特殊纪念日安排、小修小补和购物等信息 。

• Maintain the Repeat Guest, Marriott Rewards Member and the VIP programs. Ensure that the above-mentioned clientele are receiving the type of service they are expecting and follow up with guest service officer to ensure that all request are carried out immediately.

  执行回头客、万豪礼赏会员和贵宾服务计划，确保这些客人得到他们所期待的服务，并要求宾客关系主任及时跟进安排。

• Be able to handle emergencies and trained in these procedures

  根据培训中所学的要领，妥善处理紧急事件。

• Responsible for appearance and behavior of associate. Ensure compliance with grooming standards.

  监督员工的仪容仪表和行为举止，以确保符合万豪标准。

• Supervise the areas of lobby, main entrance, guest relations and concierge lounge to assist, help, train, coach and counsel.

  视察大堂、大门、前台和礼宾部，根据情况协助工作或提供培训指正。

• Spend at least 50% of the time in the lobby area to monitor the operations process on a daily basis.

  每班至少花50%的时间在大堂内监督日常工作。

• Complete and initiate special projects in a timely manner and within due dates.

  及时处理临时安排的任务，并在规定期限内完成。

• Check information board daily, be informed and seek for additional information.

  每日查看信息栏内容，必要时了解更多地信息。

• Assist in handling problems in Food and Beverage outlets and refer the incidents to the respective manager.

  协助处理餐饮部的问题，并通知相关经理。

• Conduct floor patrol to ensure that all are in order.

  巡视楼层，确保无异样。

• Report areas that need repair and maintenance.

  发现需要维修和养护的设施区域，及时同时工程部或客房部。

• 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.

  提供贵宾服务计划，包括房内入住登记手续，退房前预先准备账单，执行快速退房服务等等。分散前台的客流，维持大堂内的秩序。

• Handle lost and found items, drill open of safe deposit box, and other operations matters from time to time.

  根据需要处理失物招领、破拆保险箱等特殊要求。

• Ensure that log books, handovers and checklists are well maintained.

  妥善使用保管交接班日志和每班工作检查表。

• Be knowledgeable about Marriott Rewards and Frequent Flyer Programs.

  熟悉万豪礼赏计划和飞行里程计划。

• Keep good relations with customers and write up guest contact reports for the attention of the Management.

  与客人保持良好的关系，及时向管理层反馈客人的意见和建议。

• Assist in handling guests when other sections are busy.

  当其它部门因人手不足而让客人等待时，需主动提供帮助。

• Create a productive and positive atmosphere, have a good relationship with all associates and other departments.

  保持积极正面的氛围，与本部门和其它部门的同事保持良好的关系。

• Ensure immediate and prompt guest attention to all guest concerns and complaints.

  及时回应处理所有客人的疑问和投诉。

• Responsible for resolution of problems and follow up with the guest within 10 minutes to ensure satisfaction.

  十分钟之内向客人回应处理投诉的措施，以确保客人的满意度。

• Develop friendly conversation with guests and obtain feedback from them and reflect to department concerned.

  与客人愉快地交流，将获得的信息反馈给有关部门。

• Be Familiar with the hotel emergency procedures and to ensure maximum safety of guest and employees in case of emergencies.

  熟悉酒店的紧急事件处理程序，并在处理紧急事件的过程中确保客人和员工的安全。

• Communicate on a daily basis with sales and the executive office for VIPs.

  向销售部员工了解贵宾的有关信息。

• VIP rooms blocking, ordering gifts, check gifts, check rooms, welcome VIPs and guidance to the rooms.

  安排并检查贵宾房和欢迎礼物，准备贵宾登记资料。

• Check that all work areas including the lobby are neat and clean at all times.

  检查并确保大堂内始终保持整洁。

• Any other duties as may be assigned from time to time.

  接受临时指派工作。

• Overall in charge of hotel operations during the night.

  夜班时全面负责酒店的营运。

• Make wise decision and report emergency accident to the senior management in timely manner.

  做出合理决定并及时向上级经理汇报紧急事件有关情况。

上班地址：上海市西藏中路555号