About The Role

Report to work on time, in proper and clean uniform, including name tag. Personal appearance and grooming must conform with standard. 准时到岗，且身着正确的、干净的制服和名牌。个人的仪容仪表必须符合标准。 2. Handle all duties according to hotel policies, procedures, internal rules and standards. Conform to cash handling procedures at all times.处理所有的任务必须按照酒店的政策、程序、内部章程和标准。在任何时间必须符合现金交接程序。 3. Be knowledgeable about daily hotel operations, check daily event sheet, bulletin boards and be up to date with all changes, new procedures and events. 熟悉酒店设施、营业时间，了解每日宴会信息，适应所有的新程序和时间的变化。 4. Get a daily briefing about extra ordinary events to effectively deal with all foreseen situations on a daily basis.举行日常例会，根据特别事件和预计每日客情，做出合理安排。 5. Have knowledge about room rates, packages, discounts and promotions and know how to handle each.熟悉房价、套餐价、折扣价和促销价，且掌握如何处理每一项价格。 6. Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel.熟悉客房、位置、设施、特色和所有为客人提供的服务。 7. Check in all guests according to the First Ten Program.根据酒店政策，为所有早到的客人提供登记入住服务。 8. Follow all cash handling and banking procedures to check out all customers efficiently.根据现金交接程序和银行政策为所有客人提供高效的退房离店服务。 9. Each associate is expected to carry out all reasonable requests by management which the associate is capable of performing.每位员工需执行由管理层提出的合理的、可完成的要求。 10. Operate MARSHA and PMS, take same day reservations and know how to enter a reservation in MARSHA.掌握MARSHA和PMS系统的操作，能够处理当天的预定，且知道如何将预定输入MARSHA系统。 11. Perform guest registration and room assignment and accommodate special requests of all customers.完成客人入住登记和分配房间，且满足所有客人的特殊要求。 12. Be knowledgeable about Marriott Bonvoy and other frequent traveler programs.熟悉万豪旅享家计划和飞行奖励计划。 13. Know how to follow all hospitality guidelines.掌握如何跟进对客之道。 14. Answer the phones according to the standards of proper etiquette and as fast as possible. 按照标准，高效地接听所有电话。 15. Handle mail and messages properly and on a confidential basis.在保密的基础上，正确地处理邮件和通知。 16. Know how to handle safe deposit boxes.掌握如何为客人办理贵重物品寄存的保险箱服务。 17. 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.在任何时候要遵守规章制度，在前台要主动问候客人，并在客人寻求帮助前主动提供帮助。关注所有的客人。 18. Be familiar with the AM, PM and night daily checklist to ensure smoothly daily operations.熟悉早班，中班和夜班的每日检查表，并确保每日平稳的运作。 19. Ability to deal with the public in a professional and courteous manner.在公共场所用专业和礼貌的方式来处事。 20. Ability to communicate with all managers and supervisors and fellow associates.与所有的经理和主管同事建立良好的沟通。 21. Knowledge of English and local language.掌握英语和当地语言。

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宾客体验专家

About The Role