• 五险一金
• 带薪年假
• 岗位晋升
• 包吃包住
• 月度员工活动
• 员工生日会
• 班次津贴

1.       Protect the privacy and security of guests and coworkers.
保护客人和同事的隐私和安全
2.       Maintain confidentiality of proprietary materials and information.
对酒店的材料和信息保密
3.       Follow company and department policies and procedures.
遵守酒店和部门的政策和步骤
4.       Perform other reasonable job duties as requested by Supervisors.
根据主管的要求执行其他合理的工作职责
5.       Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
积极地聆听和回应客人的问题和请求，解决客人的问题和与客人建立信任
6.       Address guests' service needs in a professional, positive, and timely manner.
用专业、积极的态度去了解客人的需求
7.       Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
预计客人的服务需求，包括向客人问问题，更好地了解他们的需求和观察聆听客人的喜好。
8.       Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
欢迎每位客人，用微笑、眼神交流和友好的问好，可以称呼客人的姓名。
9.       Thank guests with genuine appreciation and provide a fond farewell.
对每位客人表示真诚的感谢。
10.   Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
与客人谈论有关住房、酒店服务和景点的相关话题。
11.   Speak to guests and co-workers using clear, appropriate and professional language.
对客人和同事用清晰、恰当和专业的语言。
12.   Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
了解电话的礼仪，包括响铃三声之内必须接听电话，接听电话时面带微笑，称呼对方的姓名，转接给他人或部门，请求对方稍等，留下信息和让对方先挂断。
13.   Support all co-workers and treat them with dignity and respect.
尊重和支持同事。
14.   Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
对于敏感的问题，要尊重同事和客人，并且对其保密。
15.   Verify all reservation information with callers to ensure accuracy.
16.   和客人确保所有的预订信息，确保准确性。
17.   Verify all reservation information with callers to ensure accuracy.
和客人确保所有的预订信息，确保准确性。
18.   Accommodate and document special requests in an accurate and efficient manner.
要有精确且高效的态度对待特殊的客户需求。
19.   Determine the most appropriate room type to meet guest requirements and maximize room rate.
针对客人的需求，选择最适合的房型，并且最大限度地增加房价
20.   Explain guarantee and cancellation policies to callers.
向客人解释保证和取消政策
21.   Describe room accommodations and benefit feature sale amenities to guests.
向客人描述房间和相关的配套设施。
22.   Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.
要用销售技巧来协助客人完成预订，包括个性化的电话、确保客户需求、建议入住日期和在房间售完的情况下，引导客人入住姐妹酒店
23.   Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).
回答客人有关酒店的设施或服务（例如营运时间、可卖房间、限制日期、房间类型、套餐、促销、住房、餐厅和优惠）
24.   Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.
确认订房号和将订房信息清晰地表达给客人，并且将订房信息以邮件或传真的形式发给客人
25.   Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program.
用开放性的问题去了解客人的预订需求，获取需要的信息，包括万豪礼赏计划。
26.   Follow “up selling” techniques and sales strategies in order to maximize property revenue.
遵循销售技巧和销售策略，以增加酒店的收入
27.   Identify repeat guests using appropriate codes.
能够辨认出客人，并且使用恰当的代码
28.   Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts).
告知客人关于价格的规则（例如政府、公司协议价和折扣）
29.   Input and access data in reservation system by entering correct information into proper fields, including Marriott Rewards number, and asking for travel agency IATA and FIT numbers (i.e., flags, comments, guest messages).
在预订系统中，通过输入正确的信息和数据来完成预订，包括万豪礼赏会员号和旅行社（比如旗帜、评论和客人信息）
30.   Verify availability of room type, rate, and occupancy before confirming any reservations.
确认可卖的房间类型和价格，并且在预订前确认。
31.   Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
通过电话、传真、邮件来处理所有的预订请求、更改和取消。
32.   Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.
了解特殊房间的预订类型（例如免费房、员工亲友价、旅行社价格和团购预订），在预订系统输入正确的代码和价格
33.   Follow proper escalation procedures when addressing guest concerns.
用恰当的步骤解决客人的问题

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