喜来登俱乐部主管

Job Summary 岗位概述： Club Lounge Shift leader provides guest service as well as supervision, assistant to Club Lounge Manager to direction and leadership in the Executive Club in accordance with the objective, performance and quality standards established by Sheraton brand. 行政楼层主管根据喜来登品牌制定的目标、业绩和质量标准，为宾客提供服务，并协助行政酒廊经理对行政楼层的工作进行监督，引导和领导。 Duties & Responsibilities 职责义务： 1. Responsible for proper and efficient functioning of the Executive Club which provides personalized guest service. 协助行政酒廊经理正确高效地为客人提供个性化服务。 2. Assistant to Club Lounge manager to maintains all equipment in good working order and instructs new employees on their use. 协助行政酒廊经理维护所有设施的正常运作，并对新员工培训设备的操作方法。 3. Ensures that all staffs are well groomed at all times. 确保所有员工时刻保持仪容仪表。 4. Ensures all shift and trace reports are followed up accordingly. 确保所有的班次以及追踪报告的跟进。 5. Ensures breakfast and evening cocktails are properly set up 确保早餐以及鸡尾酒会的正确摆台。 6. Coordinate meal breaks. 在各餐之间进行协调。 7. Is completely familiar with all Front Office back-up procedures in the event that any Front Services Equipment malfunctions. 熟悉掌握所有的前厅部备份程序，以防前台设备发生故障。 8. Is thoroughly familiar with all emergency procedures. 熟悉所有的应急程序。 9. Prepare and ensure arriving guests receive the personalized welcome letters. 准备并保证住店的客人收到专署的欢迎信。 10. Meets and greets VIP and return guests. 迎接并欢迎贵宾以及再次入住的客人。 11. Handle guest complaints. 处理客人投诉。 12. Identifies training needs and conducts training. 善于发现培训需求并对员工进行培训。 13. Evaluates associates performance. 评估同事的表现。 14. Assume other duties assigned by Club Lounge Manager. 确保执行行政楼层经理指派的其他任务。 15. Comply with all Corporate and Hotel Standards and Procedures Executive Floor Supervisor Job Description Page 2 of 6 遵守所有酒店的标准和程序。 16. Follow all company policies and procedures. 遵守所有公司政策和程序 17. Security over bank keys, cash drawers, and terminal passwords is adequate to maintain total accountability for all transactions. 确保保险箱钥匙、现金抽屉和电脑密码的安全性足以维持所有交易的可靠性。 18. F&B managers/supervisors take shift end readings, and verify cashier banks and deposits. Cash deposit drops are on a "blind" basis.Deposits are either deposited in the cash machine (if applicable) placed in a sealed, dual signed envelope. An escort accompanies the cashier to the drop safe, witnesses the deposit drop and signs the drop log accordingly. 餐饮经理 主管 读取班次结束系统读数并核实封收银员备用金和投款。现金投款采用 盲投 机制。投款放要么存入现金处理机（如适用）要么放在一个密封的双方签字的信封中。 有陪同人员陪同收银员去投款，见证投款的过程，并相应地在投款记录上签名。 19. All special promotions involving discounts and/or coupons are closely monitored to ensure eligibility and controls are in place to prevent cash misappropriation opportunities. Open discount keys in POS are used to a minimum. 所有涉及折扣和 或优惠券的特别促销活动都必须得到密切管控，以确保其资格及设置了控 制措施，以避免现金被挪用的机会。POS 中的开放折扣按键被最低限度的使用。 20. Each associate in a cash-handing position is given a unique cashier identifier (or card)in the PMS and Point of Sale systems( uniquely identify all cash transactions by associates. Generic IDs are not permitted and associates do not share their uniaue cashier identifier or card with anvone else 每位接触现金的员工都应该在PMS及POS系统中有一个独立的收银员识别号(或卡)，用以 识别每位收银员经手的业务。共用ID是不允许的，员工不能够与任何人分享自己的收银员 识别号或者收银卡。 21. All bank contracts are signed by the cashier, and on file. All changes to a contract require a new contract and not marked over changes to the original contract. Bank/Float contracts are signed upon issuance of bank/float, and re-signed when bank/float amount changes. Only cashiers have unrestricted access to their assigned banks; accessing banks by other than the assigned cashier requires at least 2 associates. Cash handling associates sign the Cash Over-Short Agreement form annually. 所有备用金合同由收银员签署并存档。所有合同变更时需重新签订一份新的合同，不可在原合同上涂改。备用金发出时需签署备用金合同，当金额变动时重新签订合同。收银员只可以接触他们签署的备用金；其他非授权收银员接触备用金时需要至少两位员工在场。现金长短款协议需每年更新签署。 22. Managers/Supervisors/Shift leaders take shift-end readings, and verify the contents of the drop and cashier banks. Cash deposit drops are on a "blind" basis. Deposits are placed in a sealed, dual-signed envelope (if applicable). An escort accompanies the cashier to the drop safe, witnesses the deposit drop and signs the drop log accordingly. 经理/主管/领班读取班次结束系统读数并核实封包里内容和收银员备用金。现金投款采用“盲投”机制。投款放在一个密封的双方签字的信封中（如适用）。有陪同人员陪同收银员去投款，见证投款的过程，并在相应的投款记录上签名。 23. Security over bank keys, cash drawers, and terminal passwords is adequate to maintain total accountability for all transactions. 确保保险箱钥匙、现金抽屉和电脑密码的安全性足以维持所有交易的可靠性。 24. F&B managers/supervisors take shift-end readings, and verify cashier banks and deposits. Cash deposit drops are on a "blind" basis. Deposits are either deposited in the cash machine (if applicable) placed in a sealed, dual-signed envelope. An escort accompanies the cashier to the drop safe, witnesses the deposit drop and signs the drop log accordingly. 餐饮经理/主管/读取班次结束系统读数并核实收银员备用金和投款。现金投款采用“盲投”机制。投款要么存入现金处理机（如适用）要么放在一个密封的双方签字的信封中。有陪同人员陪同收银员去投款，见证投款的过程，并相应地在投款记录上签名。 25. Follow all company policies and procedures 遵守所有公司政策和程序 Financial Managements/Purchasing Controls 财务管理/采购控制: 1) Assistant to Club Lounge Manager to keep expenses within the budgeted amounts for the section. 协助行政酒廊经理保证部门的开销控制在总预算之内。 Food & Beverage 餐饮 1) To provide high Standard F&B Service in the Executive Club Lounge. 为行政酒廊的客人提供高标准的餐饮服务。 2) Works closely through cooperation with Kitchen and F&B Service to ensure high product and service delivery to all guests are consistent and prompt. 紧密协调厨房以及餐饮服务部门，以确保及时为客人提供产品和服务。 3) Be knowledgeable in all areas of the Hotels Food & Beverage outlets and menus and train all GSA. 熟知酒店内部的餐厅，菜单，并对接待员进行培训。 4) Be updated on well-known restaurants and entertainment throughout Qingdao and ensure all GSA are trained 熟悉南昌当地的知名餐厅以及娱乐场所，并对接待员进行培训。 Human Resources 人力资源: 1) Discipline staff when necessary. 必要时严格员工纪律。 2) Determine and plan for future staffing needs. 对将来员工的需求量进行判断并计划。 3) Take part in the preparation of department goals and objectives. 参与制定部门目标。 4) Maintain up-to date staff records 保存更新员工记录。 5) Provide ongoing advice and support to staff under your supervision. 对所监督的员工提供发展建议和支持。 6) Supervise staff performance. 监督员工表现。 7) Implement appropriate management practices that provide staff motivation and communication. 采取适当管理措施，为员工创造工作的激励和交流。 8) Conduct Performance Appraisals for all subordinate associates for probationary and yearly periods. 对每一位下属进行试用期和年度绩效评估。 9) Abides by the Sheraton Associates Handbook 遵守南昌喜来登酒店员工守则。 10) Abides by both the hotel and Marriott & Sheraton policies and procedures 遵守万豪酒店集团及喜来登酒店的政策和程序。 11) Abide by the Marriott & Sheraton Code of Conduct 遵守万豪酒店及喜来登酒店的行为准则。 12) Demonstrate professional attitude and behavior at all times 在任何时候表现专业态度和行为。 13) Maintain personal presentation to hotel and Marriott & Sheraton standards 根据酒店及万豪标准保持个人形象。 14) Abide by the Marriott service standard 在酒店中遵循万豪对客服务标准。 Guest Services/Sales 对客服务/ 销售: 1) Ensure guest needs and reasonable requests are met. 确保宾客的需求以及合理的要求被满足。 2) Seek opportunities to continually improve guest service. 寻求机会，以使对客服务持续不断提高。 3) Take appropriate action to resolve guest complaints. 以适当的方式解决客人投诉。 4) Promote the hotel and Marriott products and services. 促销酒店与万豪的产品与服务。 5) Maintain a high level of products and services knowledge in order to explain and sell services and facilities to guests. 保证高标准的产品和服务知识，以便向客人解释并销售我们的服务及设施。 6) Collect detailed information for Guest History and Guest Preferences. 收集客人历史信息以及客人所喜欢的信息。 7) Ensure all Executive Club GSA are well trained on all aspects of Hotel sections, and departments in order to fulfil all guest requests and inquiries. 确保所有行政楼接待员都接受过很好的酒店各领域的培训，以保证能在客人需要时满足客人的需求。 Computer Systems电脑系统: 1) Ensure that operating equipment is kept in good working order. 确保所有的操作系统的正常工作。 2) Knowledgeable about PMS PMS知识。 Safety & Security 安全及安保: 1) Be completely familiar with Fire Emergency Procedures and Executive Club Department’s role in emergencies and ensure all GSA are knowledgeable of all these procedures. 熟悉消防应急程序以及在发生危险时行政楼层部门的职责，确保所有的接待员都了解全部程序知识。 2) Conduct thorough and periodical training on emergency and fire evacuation procedures to all Executive Club GSA. 对应急和火灾疏散程序，要对喜来登行政楼层的接待员进行全程指导和全程培训。 3) Keep confidential information about all Guests and Associates. 对所有客人以及同事的信息进行保密。 Keep confidential information about all Guests and Associates. Communications 交流: 1) Conduct daily briefings. 每日在部门内部召开每日例会。 2) Assist in ensuring effective internal communication and play an active role in promoting cooperation and teamwork within the entire organization. 协助并确保有效的内部沟通，在促进合作和团队精神中发挥积极作用。 3) Prepare and conduct meetings and group presentation to keep staff/ management/ other parties informed of hotel operations and relevant issues. 准备并召开会议和进行团队演示，以保证将酒店运转的相关问题告知员工/管理人员/其他人员。 4) Collect important data of guest’s request to utilize for anticipation. 收集客人需求的重要数据，以便为将来的预测提供参考。 Education 教育: University Graduate Preferred. 大学以上学历优先 High School Diploma required. 高中学历 Experience 经验: Min. 3 years concerned working experience required. 至少3年相关领域工作经验 Job Knowledge / Skill 工作知识技能: 1) Good knowledge and very familiar with Front Services operation. 良好的一线服务知识和技能。 2) Good knowledge of concerned Executive Club equipment. 能够操作相关的行政酒廊设备。 3) Good English language skills. 良好的英语水平。 4) Good supervisory skills. 良好的监督技能。 5) Good communication skills. 良好的交流技巧。 6) Good organizational and problem solving skills. 良好的组织和解决问题的技能。 7) Good financial knowledge 良好的财务知识。