1. A strong focus on Customer Service. All associates should show genuine
appreciation when greeting a guest at all times and that all scripting is
followed per the Phone Etiquette and Room Delivery Program.
强烈关注对客服务。真诚地服务每位客人并遵循电话礼仪和房间递送标准程序。
2. Assist to manage all equipment in AYS and be familiar with the system and functions.
协助监管部门所有设备,熟悉系统及设备功能。
3. Receives and
transfers guests’ calls to respective extensions and rooms, and offer to take
any messages if required.
正确转接电话,并在需要时代留短信。
4. Assist and provide
information for all callers, includes promoting of our hotel’s product or
outlet.
提供酒店信息,包括酒店的各项促销活动。
5. Ensure checklists are done accurately.
确保工作检查表被准确填写。
6. Monitor Call Accounting/TAP system or printers
to ensure that all phone calls are posted.
监督电话计费系统以及打印机是否正常运作,确保没有遗漏电话费。
7. Ensure all associates are confident in carrying
out emergency and evacuation procedures.
确保所有员工都清楚紧急逃生程序。
8. Ensure all morning calls request are recorded
properly and programmed accurately.
确保叫醒服务都被记录并完成。
9. Ensure information on white board is up to date
with operation issues.
确保在白板上的信息都是实时的。
10. Ensure AYS office is kept neat and clean at all
times.
确保办公室保持干净整洁。
11. Ensure silence is observed at AYS area.
确保办公区域安静。
12. Ensure contingency reports are filed during
midnight shift.
确保将各备份报告归档。
13. Maintain an updated telephone extension list.
更新电话分机表。
14. Know all F&B services, e.g. how it’s
prepared, type of food, different kind of beverages, wines and their
terminology.
了解所有餐饮服务知识,如食物准备过程,种类,不同的酒水饮料及专业术语。
15. Assist to ensure
appropriate Up-sell incentive is in place for all staff in regards to in-room
dining.
协助确保所有员工享受合适的客房送餐的推销提成。
16. Know micros functionality and be well versed
for prompt service in regards to in-room dining. Ensure staffs are trained in the appropriate
procedure.
了解点餐系统并能提供及时准确的客房点餐服务。确保培训员工掌握操作程序。
17. Assisting guests with new reservations after
office hours.
在预订部休息时能帮客人完成预定。
18. Ensuring all guests’ complaints and feedback
are recorded in the Guest Ware or proper record
system.
确保所有客人的投诉及反馈都被记录于宾客反馈记录。
19. Provide associates with the right training in
order to carry out their duties effectively and efficiently.
提供员工进行相应培训,以保证其提供有效的服务。
20. Ensure all Standard Operating Procedures, Local
Operating Procedures, and Brand Standards are adhered to and carried out.
认真贯彻基础工作程序、当地工作程序和品牌标准。
21. Implement the proper training program and
control the training of the staff 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。
22. Have a thorough knowledge of hotel fire
regulations and policy reports, safety programs, and
what the
direct duties are in relation to each. Ensure that all associates are properly
trained to these procedures.
全面了解消防程序,报警程序,安全守则,并清楚相关负责人。保证所有同事参加此类培训。
23. Have accurate and complete guest assistance
information available regarding events taking place in town, restaurants,
athletic events, etc.
能向客人准确及时的提供在当地,餐厅,运动场馆等所举行的宴会活动的信息。
24. Maintain effective service in line with the
Hotel’s Corporate Image.
提供与酒店品牌形象保持一致的高标准服务。
25. Any other duties as may be assigned from time
to time.
承担其他实时被委派的职责。
26. Setting realistic goals for the staff in the AYS department according to
the balance score card and guiding them whenever necessary in order to achieve
positive results.
根据酒店平衡计分卡为员工设立可行的目标,并为帮助他们达到预期目标而给予必要的引导。
27. Work closely with AYS Manager by resuming responsibility as
leader.
协助为您服务中心经理完成领导工作。