JOB RESPONSIBILIES 【岗位职责】
1.Handle all duties
according to hotel policies, procedures, internal rules and standards.
处理所有的工作都要依照酒店政策，程序，内部规定及标准。
2.Be knowledge
about daily hotel operations, check daily even sheet, bulletin boards and
be up to date with all changes, new procedures and events.
了解日常酒店的运作，检查电子公告牌并更新的所有程序以及宴会。
3.Get a daily
briefing about extra ordinary events to effectively deal with all foreseen
situations on a daily basis.
在每日例会中了解额外的事件，以便快捷的处理所有可能发生的情况。
4.Have knowledge
about room rates, packages, discounts and promotions and know how to
handle each.
掌握房价，包价，折扣和促销的说有信息，并知道如何去处理。
5.Have knowledge
about guest rooms, locations, amenities, features and all other services
offered by the hotel.
掌握客人房间、位置、客房礼物、特色以及酒店提供的所有其它的服务。
6.Strictly follow
all cash handling and banking procedures to check out all customers
efficiently.
在为客人提供快捷结账的同时严格遵守财务及银行的各项规定。
7.Operate MARSHA,
OPERA, and VINGCARD system well and be able to use key card system.
熟练的使用MARSHA和OPERA系统并会使用VINGCARD钥匙系统。
8.Perform guest
registration and room assignment correctly and efficiently, accommodate
special requests of all customers.
正确的完成客人的登记，房间分配以及协调所有客人的特殊要求。
9.Be knowledgeable
about Marriott Rewards and other frequent flyer programs. Participate and
contribute in Marriott Rewards sign-up program; ensure accuracy and
activation rate meet brand goal.
了解万豪积分兑换,及其它的常客计划。参与并积极的推广万豪礼赏计划，确保以正确的价格来达到集团目标。
10.Know how to
follow hospitality guidelines.
知道如何遵循服务的基本方针。
11.Answer phone
calls according to standard by using proper telephone etiquette and within
three rings.
在三声之内按标准接听电话并使用正确的电话礼仪。
12.Know how to
operate safety deposit box.
了解如何使用保险箱。
13.Ensure the
cleanliness of the front desk and back office area at all times. Utilize
spare time for cleaning.
确保前台和后台办公室区域的整洁。利用剩余时间去清洁。
14.Assist all guests
in problems and questions as required. Ensure that all guest problems are
resolved by using Marriott Learn Model.
必须帮助所有客人的问题和询问。 确保所有的客人问题的解决都要依照万豪的学习手册。
15.Take action to
participate in hotel incentive program and be familiar with hotel sale strategy.
积极的参与酒店激励计划, 熟悉酒店销售策略。
16.Be flexible in
regarding to work schedule. Have a solid understanding of hotel
operations. Assist fellow associates when necessary to get all jobs done
on time.
灵活的安排工作计划。很熟悉的了解酒店的运作。协助同事按时完成所有工作。
17.Use Opera/MARSHA
password with discretion, log off the terminal when leaving the area.
谨慎的使用Opera/MARSHA的密码，在离开时必须退出登陆客户终端。
18.Ensure proper
charge is posted to guest credit card when check out.
结账时确保在客人的信用卡上收取正确的费用。
19.Bank out at the
end of each shift by following the blind drop procedure strictly. The
front desk manager/shift supervisor will always verify the shift closing
and enter the drop in the system.
每班次结束时严格遵守投账程序平账。前台经理/主管检查班次的账目并输入到系统中。
20.Report any
unusual occurrence or requests to supervisor/manager immediately.
向经理及时汇报任何不寻常的情况或要求。
21.At all times
strive to represent Marriott in the most professional manner.
努力以最职业的风格去表现万豪文化。
22.Be disciplined at
all times, stand alert and tall at the front desk, greet guests
immediately and offer assistance before the guest needs to ask. Focus your
total attention to the customers.
时刻遵守前台纪律并保持警醒及时问候客人，在客人未开口之前为之提供帮助。集中所有的注意力在客人身上。
23.Be familiar with
AM, PM and overnight daily check list to ensure smooth daily operations.
熟悉早班，中班和夜班的检查表以确保运作的正常。
24.Each associate is
expected to carry out all reasonable requests by management which the
associate is capable of performing.
希望每一名员工都可以完成领导层所给出的所有的合理要求。
25.Be aware of the
hotel VIP / repeat guest / long-staying guest / high value guest and pay
special attention to make the guest have a memorable stay.
知道酒店的贵宾/回头客/长住客/重要客人并给予特别的关注，以让客人拥有一个难忘的入住经历。
26.Maintain the
guest information and ensure proper input in the PSB/PMS system.
保留客人信息并确保正确的输入到PSB/PMS系统。
27.Should be
familiar with all FO Section Job, ensure to spend time assistance others
section completed work efficient.
熟悉并了解前厅部每一个分部门的工作，能够在各部门需要帮助时提供协助并能够高效的完成工作任务
JOB SPECIFICATION【岗位要求】
1 .1 years or above in international hotel working experience in related position.
从事1年以上国际酒店管理公司相关岗位工作经验。
2.Proficient in computer operation, strong language skills, can work under high pressure and image.
熟练的电脑操作，较强的语言表达能力，能承受较大的工作压力，形象佳。
3.Independent ability is strong, strong strain organization, coordination and communication skills.独立处事能力强，有较强的应变组织、协调及沟通能力。
4.Good command of spoken and written English.
良好的英语口语和书写能力。
