FO-Front Desk Clerk

Job description

Marriott Hotels , Marriott International's flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.

Construction of the largest full-service Marriott-branded hotel in Shanghai, Shanghai Marriott Hotel City Centre opened its doors on 24 November, 2011. Located aside People's Square and Park on Xi Zang （Middle） Road, the Shanghai Marriott Hotel City Centre enjoys a premium downtown location. Nanjing Pedestrian Street is a 30 second stroll from the hotel's street entrance. The BUND, Suzhou Creek and the lively Xintiandi are all within easy walking distance.

Desired profile

Qualifications :

Job Summary

MAJOR FUNCTION & RESPONSIBILITIES:
主要工作职责：

The Front Desk Agent provides excellent guest service in the most courteous and efficient manner to maximize room sales including handling all check in/out procedures and other front desk assigned duties. Adhere to Marriott standards of aggressive hospitality including any guidelines and procedures.
前台接待以最礼貌和高效的方式提供优质的宾客服务来最大限度地对酒店客房进行销售，包括处理所有入住/退房操作流程和其他前台职责。坚持包括任何指导方针和操作流程在内的万豪酒店积极对客服务标准。

SPECIFIC DUTIES:
具体职责：
·  Report to work on time, in proper and clean uniform, including name tag. Personal appearance and grooming must conform to the Marriott standard. Carry the Basic card during work hours and know the Basic of the Day.
及时抵达工作岗位，穿着包括名牌在内，得体并且干净的制服。个人的外表和妆容必须符合万豪酒店的标准。工作时间随身携带真挚关爱卡并了解当天的每日要旨。
·  Handle all duties according to hotel policies, procedures, internal rules and standards. Conform to cash handling procedures at all times.
按照酒店的政策、程序、内部规则和标准完成所有的工作职责。始终遵守现金处理流程。
·  Be knowledgeable about daily hotel operations, check daily event sheet, bulletin boards and be up to date with all changes, new procedures and events.
熟悉日常酒店的运作，查看当天的活动项目安排、公告板并随时保持关注所有的新流程、活动项目和更新。
·  Get a daily briefing about extra ordinary events to effectively deal with all foreseen situations on a daily basis.
在每日例会中了解特殊的活动以期在日常工作中有效地处理所有可能发生的情况。
·  Have knowledge about room rates, packages, discounts and promotions and understand how to sell different rates to potential guests.
掌握房价、包价、折扣和促销信息，并了解如何向潜在的客人推销不同的酒店产品。
·  Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel.
了解酒店客房，位置，设施，功能和酒店提供的所有其它的服务。
·  Check in all guests according to the 1 st Ten Program.
按照“1 st Ten 流程”登记入住所有顾客。
·  Follow all cash handling and banking procedures to check out all customers efficiently.
遵守所有现金处理和银行操作流程高效地为所有顾客提供结账退房服务。
·  Each associate is expected to carry out all reasonable requests by management which the associate is capable of performing.
员工应在其能力范围内完成所有管理层布置的合理任务。
·  Operate MARSHA and Opera systems including able to take same day reservations and know how to enter a reservation in MARSHA.
操作MARSHA和OPERA系统，有能力获取当天预定并知道如何将预订上传至MARSHA。
·  Perform guest registration and room assignment and accommodate special requests of all guests.
为客人安排登记入住，并且根据客人的喜好以及特殊要求安排房间。
·  Be knowledgeable about Marriott Rewards and other frequent traveller programs. Responsible to scout for new Marriott Rewards members on daily basis.
了解“万豪礼赏”以及其他飞行常客奖励计划，每天负责在日常工作中招募新的“万豪礼赏”会员。
·  Understand all hospitality guidelines and abide by its policies and procedures.
了解所有热情好客的要旨并且遵守其规章制度。
·  Answer the phones according to the standards of proper etiquette and as fast as possible (within 3 rings).
按照标准礼仪，并且尽可能快地接听电话（铃响三声之内）。
·  Handle mail and messages properly and on a confidential basis.
在保护隐私的基础上，正确处理邮件和讯息。
·  Know how to handle the procedures of opening/closing of safe deposit boxes.
熟知如何处理贵重物品寄存的操作流程。
·  Ensure the front desk and back office areas are clean at all times. Utilize spare time to upkeep and tidy the work area. Keep computer equipment clean and free from dust at all times.
随时确保前台及办公区域干净整洁，利用空余时间打扫并维护工作区域环境整洁。保持计算机及设备始终干净无灰尘。
·  Assist all guests with their problems and questions. Ensure that all guests' problems are resolved by using the “L.E.A.R.N.” process.
帮助客人解决他们的疑问，确保每位顾客的问题都是运用“L.E.R.A.N.”模式解决的。
·  Assist fellow associates in their jobs to ensure that all jobs are done on time or by end of each shift.
帮助其他员工解决他们在工作中遇到的问题，并且确保他们的工作在下班之前按时完成任务。
·  Have knowledge about all emergency procedures and know how to act to them as and when necessary.
熟知紧急情况处理的程序，并且了解当遇到紧急情况的时候所需采取的必要措施。
·  Use your computer systems password with discretion; log off the terminal when leaving the work area.
谨慎保管自己的计算机系统密码，并且在离开自己的工作区域前随手注销系统。
·  Have knowledge about the city, the local area and attractions to provide the guests with all requested information.
对城市信息、当地情况和景点胜地有丰富的知识，当客人有需求时，可以提供其相关的所有协助。
·  Ensure proper credit when checking out guests and provide the guests with a zero balance invoice.
确保在客人退房时其账务正确，并且提供给每位客人一张付讫的结账账单。
·  Handle late charge according to the procedure.
根据标准流程处理漏帐。
·  Bank out at the end of the shift by following the blind drop procedures strictly. The front desk manager will always verify the shift closing and enter the drop in the system.
在每个班次的结束之前，根据“Blind Drop”流程正确投帐；前台经理会检查每个班次的每位员工是否关帐，并且在系统中输入营收金额。
·  When leaving the front desk area, it is mandatory for the cashier to lock his/her cash drawer.
当班员工在离开工作区域时，务必锁住银箱。
·  At all times strive to represent Marriott in the most professional manner.
任何时候都以最专业是方式展示万豪。
·  Be disciplined and alert at all times while at the front desk. Be proactive and greet guests immediately and act before being asked. Focus on guests needs when attending to them.
在前台，任何时候都要遵守纪律并保持注意力集中。保持积极主动，始终先于顾客向其致意。在顾客面前始终关注其需求。
·  Perform all three shifts (AM, PM, Night), and complete the shift checklist to ensure smooth running of daily front desk operations.
适应翻班工作（早班、中班、夜班），并且需要完成每个班次的检查清单以确保前台日常运作流畅。
·  Ability to deal with the public in a professional and courteous manner.
要有用专业和礼貌的方式来处理公关问题的能力。
·  Ability to communicate with all managers and supervisors and fellow associates.
要有能与经理、主管和同事沟通交流的能力。
·  Have sound knowledge of English and local language.
完全掌握英语和当地方言。
·  Ability to handle conflict situation in professional manner.
能以专业的方式处理冲突局面。
·  Be highly familiar with all emergency procedures, bomb threat, fire alarm, death and evacuation plans.
高度熟悉包括炸弹威胁、火警、死亡和疏散计划在内的所有突发事件操作流程。
·  Empowered to serve our guests by using the compensation guidelines.
授权为我们的顾客使用赔偿指导方针。
·  Any other duties as may be assigned from time to time by management.
随时服从并完成任何其他由管理层布置的任务和职责。
JOB SPECIFICATION 职位 要求 :


Profile of Competency
工作能力:

·  To serve as the main point of contact for all guest requests and needs, providing excellent guest service in the most courteous and efficient manner to maximize room sales including handling all check in and check out procedures and other Front Desk assigned duties.
主要职责就是满足客人的住店期间内要求，提供杰出的服务，负责接待客人入住和退房，并销售房间。
·  Good communication skills and team player
良好的沟通技巧和领导团队。
·  Proactive, energetic and positive attitude
积极乐观的态度。
·  Be familiar with Hotel Operations preferred
熟悉酒店的运营。
·  Able to work flexible hours and under pressure
有压力的情况下在灵活的时间内工作。

Language 语言能力:

High school diploma/G.E.D. equivalent
大专以及以上学历

Education 教育:

Reading, writing and oral proficiency in the English and Mandarin Language. (Written and Spoken)
流利的英语和普通话（口语和书写）

Job License 资格证

N/A

NOTICE 注意 :

The hotel business functions seven days a week, 24 hours a day. All associates must realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift as business demands. In the case that the associate is incapable of or not willing to follow the above work requirement or the work shift schedule arrangement by his/her leaders, he/she might be transferred or demoted to another position.
同事須明确酒店是每周七天、每天二十四小时运转的行业。因工作需要，上班的班次会随时相应调动。如员工无法胜任、接受本职位说明书的有关工作要求，或有关工作班次安排，将有可能面临调职或降职。

Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
管理层保留在没有提前通知的情况下对工作描述变更的权利。

I have read and received a copy of the above description and fully understand that violation of any of the stated responsibilities and duties is grounds for disciplinary action.

我已阅读及接收到上述的工作描述。我完全明白违反规定的职责将受到训诫。

Manager's Signature / Date

Associate's Signature / Date

经理签字 / 日期

同事签字 / 日期

Signed copy to human resources office for retention in personal file.
請把已签字的复印件抄送人力资源部存于员工档案中。

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.