• 节日礼物
• 技能培训
• 岗位晋升
• 美女多
• 帅哥多
• 领导好
• 管理规范
• 人性化管理

Major Functions
主要职责
To provide leadership and direction for the At Your Service department. ?Responsibilities include training, motivating and managing the AYS staff keeping guest hospitality as the number one focus. The supervisor should ensure that each associate has sufficient resources to perform their job well and constantly seek to improve the methods to meet the guest needs. ?The supervisor should manage daily operational tasks in an efficient and regular manner. ?Coordinate the shift operations in accordance to the corporate and local SOPs emphasizing guest hospitality and directing associates to work together as a team presenting themselves as professional. Be aggressive and well informed Guest Service staff.?
领导并监督整个为您服务部。须承担培训，指导以及管理部门员工为客人提供优良服务的责任。主管需确保其他同事有充足的资源可被用于出色完成工作，并不断找寻更好地处理客人需求的方法。主管需运用有效适当的方式来管理日常工作。协调班组同事按照公司及当地工作守则热情对客，并指导其他同事团队协作以表现酒店的专业性。作一名具备过硬专业素质的见多识广的客户服务员工。

Specific Duties
具体职责
 Have knowledge of hotel, hotel associates, and hotel services with hours of operations for all
departments’ involved and surrounding areas. Has a thorough knowledge of guestrooms including: ?locations, views, amenities, features, types, etc…
了解酒店，酒店各部门员工以及酒店各项服务设施及周边地区设施的营业及服务时间。清楚客房的相关信息, 例如位置，景色，提供物品，特色及房间类型等。
 Offer the hotel guests the best possible service through courteous and proper phone answering procedures through proper telephone procedures.
运用礼貌并适当的电话礼仪接听客人的电话，并对客人提出的合理要求提供最好的服务。
 Be an ambassador by promoting the hotel, restaurant, lounge, gift shops, etc.
作为酒店，餐厅，酒吧及礼品部等开展的促销活动的代表。
Be able to give accurate directions and information regarding the immediate and metro area.
能向客人提供准确的地铁乘坐指示及信息。
 Handle all emergencies according to established procedures.
能运用相关程序处理所有紧急事件。
 Ensure all customer complaints are recorded in the Guest Response Program in a timely and directly professional manner.
本着及时坦率的专业态度，确保所有客人的投诉都被记录于客户回访项目中。
Ensure all guests experiencing a problem receive an immediate response along with satisfactory resolved, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner. Practice empowerment!
确保对客人所提出的问题都能给以及时满意的答复，以及时和专业的态度完成对客人的承诺并能后续跟进。付诸于行动！
Ensure all individuals designated for follow-up are copied on incident reports and any other pertinent information available.
确保对所有个人被委托进行的后续跟进都做好相关记录，并附有所有与之相关的信息。
Each associate is expected to carry out all reasonable requests by the management, which the associate is capable of performing.
要求每一个员工在其能力范围内执行所有合理的经营决策。
Constantly updates himself/herself with local activities and current events in order to provide guests with information.
对本地所举办的各项活动及会议信息保持不断更新，从而向客人提供实时的信息。
 Assist those who are on duty with questions or problems that may arise. Be able to take ownership of problems and resolve them.
帮助有疑问或需要帮助的同事。愿意承担责任并处理问题。
 Audits work for accuracy and consistency. Take corrective measures where errors surface and report immediately anything out of the ordinary to the AYS Manager.
监督工作的精确性及一致性。当有问题产生时能有效应对，并立即将事情的经过完整的报告给经理。
 Schedule the roster according to business needs. Monitors attendance records, sick leaves, overtime, and vacation levels
根据工作需要安排班次。管理考勤记录，病假，加班及休假事宜。
 Promote and display teamwork throughout the hotel.
促进改善与其他部门间的团队协作。
 Oversees the operations in the absence of the AYS Manager.
当经理不在时，须承担监督所有工作的责任。
 Be involved in interviewing, new hire orientation and training.
参与面试，入职培训及其他培训工作。
 Communicate daily with manager to assure consistency and pass-on of pertinent information.
每日与经理交流以保证信息一致性并传达相关信息。
 Conducts effective Coaching and Counselling.
制定有效的培训方案及提供培训意见。
 Assists the AYS Manager in preparing annual Performance Appraisals.
协助经理准备年度员工表现评估。
 Establish effective 15-minute training and briefing with associates prior to reporting to stations.
建立有效的15分钟培训，并与其他同事交接相关事宜。
Consistently practice the 20 basics.
贯彻20条服务精神基本须知。
Establish a good working inter-departmental relationship.
与酒店其他部门建立良好的工作关系。



Rooms房务方面
Have knowledge of hotel rates, discounts, and how to handle each.
了解并知道如何处理与酒店房价和折扣相关的问题。
 Have working knowledge of reservations and Fidelio procedures. Know cancellation procedures and walk procedures.
了解与预订和酒店所用管理系统相关的工作知识。了解取消预订以及订预定的程序。
 Handle all wake-up call requests and repeat information to the guest to ensure proper handling of wake up calls in the morning.
处理所有叫醒服务要求，并向客人重复相关信息以确保早上能准时叫醒客人。
 Set wake up clock or input as requested as they come in.
及时地为客人设定其所要求叫醒闹钟。
 Take changes on incoming collect calls or any calls not received by the accounting system and post them in Fidelio.
灵活应对来电，并能将未被记录入客人房帐中的电话费用输入相应房间。
 Perform shift closings and be able to identify discrepancies or irregularities in them.
维持班组的纪律并认同个人的差异。



Additional Responsibilities其他职责
 Handle fax and messages per outlined procedures.
按照程序处理客人的传真和留言。
 Attend all scheduled departmental meetings.
参加每月部门会议。
 Timely submission of assigned projects by management.
及时完成经理委派的任务。
 Maintain cleanliness and neatness of work area.
Be familiar with and follow all hotel safety and accident prevention procedures.
熟悉并遵守酒店安全防卫条例。
 Handle all telephone maintenance and installations accordingly.
处理所有电话维修及安装事宜
 Maintain close control and inventory of supplies and equipment. Everything in Working Order (EIWO).
监管并保证所有供应品及设备都完好无损。确保所有物品都能正常使用。
 Understand and adhere to budgeted wage and hour limitations for staff.
了解员工薪酬待遇，并遵守工作时间。






Training
 Implement the proper training program and control the training of the staff to top efficiency and in accordance with Marriott policies.
参加相关培训课程，帮助培养符合万豪标准的高品质的员工。
 Provide job descriptions and an updated training manual.
制定工作描述，更新培训手册。
 Have a thorough knowledge of hotel fire regulations and policy reports, safety programs, and what the direct duties are in relation to each. ?Ensure that all associates are properly trained to 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。
 Have accurate and complete guest assistance information available regarding events taking place in town, restaurants, athletic events, etc…
能向客人准确及时的提供在当地，餐厅，运动场馆等所举行的宴会活动的信息。

 2018年7月1日开业的苏州太湖万豪酒店和苏州太湖万丽酒店位于“人间天堂”苏州太湖之滨，信步可揽憩静恬美的太湖山色；酒店临近沪宁、苏嘉杭高速，距苏州绕城高速太湖西山（金庭）出口仅5分钟车程，距离苏南机场30分钟车程、上海虹桥枢纽50分钟车程30分钟即可直达市区，是长三角商务会议好去处，休闲度假首选地。 酒店地理位置优越，壁邻度假区高尔夫球场， “太湖湿地公园”、“蒯祥纪念园”、“渔洋山景区”、“海洋馆”等自然景观景点左右相依，石公山、林屋洞、飘渺峰、明月湾古村落等太湖西山与东山景点均在酒店20分钟交通圈内。　　苏州太湖万豪酒店和太湖万丽酒店，是苏州太湖旅游度假区首家万豪国际品牌酒店。2家酒店坐拥116,000平方米，别具匠心的设计给您带来前所未有的舒适体验，一切尽显万豪集团高端酒店卓尔不凡的尊贵品质。周边秀山丽水，举目如画。湖生态环境富饶，盛产 “太湖三白”、 碧螺春茶、枇杷、杨梅等名特产品，这里“月月有花，季季有果，天天有鱼虾”，宛若室外桃源般令人神往。