Staff Management员工管理
1. Hold a pre-shift meeting with associate prior to reporting to stations.
负责召开与员工的班前例会。
2. 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关于经理以及员工的变动情况。
3. 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，并按照指导方针工作。
4. Communicate daily with manager and MOD to assure consistency and pass-on of pertinent information.
与经理及值班经理沟通以确保相关信息传达的连续性。
5.Consistently document variations in associates performance and counselling in such cases.
对于员工的表现和奖罚有完整连续的书面记录。
6.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。
7. Ensure department cleanliness is maintained at all times.
确保维护部门的持续整洁。
8.Each associate is expected to carry out all reasonable requests by management, which the associate is capable of
performing.
每个员工须在能力范围内执行管理层的所有合理要求。
9.Maintain efficiency in the operation of the associatein 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。
10.Maintain close control and inventory of uniforms, supplies and equipment on hand.
严格控制和清点制服，办公补给用品和日用设备。
11. Prepare and post weekly schedules in accordance to guest needs and associate availability.
每周准备能使员工的能力和客人的需求保持一致的工作安排。
12.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。
13.Maintain a complete and accurate set of logs (pass-on, management roaster, emergency procedures, etc)
制作一份完整和精确的工作手册（包括工作交接，管理安排，应急程序 等）。
14.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。
15. Determine the requirements for, and the follow-up on, special groups or VIPs.
对于有特殊要求的团队和贵宾，要经过了解后尽可能去为他们执行，最大程度满足客人需要。
16.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。
17.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”来帮助客人。
18.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。
19.Able to supervise the associate and handle any associate situation.
能监督并调整员工的工作状态。
20.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。
21.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
22.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。
23.Implement an effective training program for new and
current associates using records, menus and appropriate reference manuals.
实施关于新老员工所使用的工作守则，菜单和相关参考内容的有效培训。
24.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。
25.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，帮助培养复合型万豪标准的高品质的员工。
26.Provide job descriptions and an updated training manual.
职位描述以及及时更新培训内容。
27.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。
28.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。
29.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，以此来反映此过程中的变化来满足员工与管理人员的不同需求。
30.Follow up regularly with Department Heads regarding the Guest Service process and the performance of their department responsibilities along with the department’s function.
根据部门领导对于对客服务的要求依照部门的工作性质承担相应的责任。
Administrative 行政管理
31.Attend and assist with monthly department meetings.
出席并协助月度 部门会议。
32.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事件。 可利用电脑存档。
33.Properly handle all administrative work with regard to performance appraisals and terminations of associate. Assist the Department Manager in interviewing and hiring.
合理安排关于所有员工表现评估的行政事务。协助部门经理负责面试和解聘的事宜。
Additional Responsibilities 其他职责
34. Responsible to handle all guest requests and to solve any guest complaints.
负责处理所有客人的要求和投诉。
35.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.
确保热情的服务，根据对客服务流程来满足客人的需求。熟悉不同的文化差异以滿足特殊要求。
36. Report any unusual occurrences to the Front Office Manager immediately.
向前厅经理即时报告任何日常事务。
37.Have PMS and MARSHA skills, be able to check in and check out and to handle reservation when needed in Marsha.
掌握PMS和MARSHA技巧，掌握办理客人入店和出店的手续以及在MARSHA系统里处理预定。
38. Be very knowledgeable about the rooms and their locations, services and facilities of the hotel.
必须非常熟悉我们酒店的房间以及他们的位置，服务设施和功能。
39.Know how to offer and arrange car rental, airline and train tickets, office services, and 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，客人物品维修和购物的安排
40.Maintain the Repeat Guest Program, the Marriott Bonvoy and the VIP program. Ensure that the above-mentioned clientele is receiving the type of service they are deserved and follow up with guest
relations to ensure that all request are carried out.
维护回头客的资料系统，万豪旅赏家计划以及贵宾项目。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。
41. 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。
42.Responsible for appearance and behaviour 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。
43.Supervise the areas of lobby, main entrance, concierge counter to assist, help, train, coach and counsel.
监督大堂，酒店主要入口，礼宾部柜台区域，提供协助，帮助，培训，教导和建议。
44.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。
45. 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。
46.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。
47. Assist Credit Manager in collecting outstanding balance.
协助信贷经理处理拖欠款项的账户。
48.Report areas that need repair and maintenance.
报告需维修的区域。
49.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。
50.Ensure that the lobby is kept clean and orderly and the driveway is free of obstruction and traffic congestion.
确保酒店大堂整洁有序，酒店入口行车道畅通无阻。
51.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。
52.Maintain good customer relations.
保持良好的客户关系。
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