Be well groomed and conform to the hotel's dress code and deportment.
确保根据酒店的标准打理仪容仪表，保持良好的形象。
 
Be informed about daily operations and events.了解当日的运作状况和会议活动。 Be highly visible during extraordinary events.确保在酒店大型活动时在大堂待命。 Be familiar with sales strategies; communicate daily with reservation sales.了解酒店的市场战略，每日保持和预订部的良好沟通。 Develop a thorough knowledge about all brands in Marriott's portfolio.了解万豪集团品牌所有品牌知识。 Know all frequent customers and be familiar with their special requests. Ensure that their needs are met.掌握酒店的常客信息和特殊要求。确保客人的要求得到满足。 Be familiar with cultural differences and know correct behaviour for each culture. Also know the different protocols and etiquette.了解文化差异并且行为得当。了解其他文化的礼节礼仪文化等。 Be knowledgeable about all emergency plans and know how to act upon them.掌握酒店的应急处理程序并熟练操作。 Report any unusual occurrences immediately to the front office manager如有任何异常情况立刻向前厅部经理报告。 At all times strive to represent Marriott in the most professional and courteous manner.时刻保持专业和礼貌的形象以展现万豪集团的企业形象。Responsible to handle all guest requests and to solve any guest complaints.负责为客人提供帮助并且处理客人投诉。 Ensure that the Hospitality and the Guest Response Programs are being followed and monitored.根据标准确保服务质量和对客回应的程序。 Be familiar with cultural differences to meet guest's specific needs and requirements.了解客人的文化差异以便提供周到的服务。 Provide information to guests about :向客人提供以下信息咨询及服务： local areas (e.g. social, cultural, historical and physical attractions), location and hours of operation       本地信息（例如社会信息，本地文化，历史和旅游景点），位置和开放时间。 all hotel facilities (e.g. the hours of operation, location, daily and weekly events)       酒店内的设施（例如营业时间，位置，平日和一周的活动及促销）。 local area's restaurants and theatre/musical productions       本地的餐厅，剧场信息。以及相关的演出信息。 airline, automobile rental, transportation directions, office services, and beauty/barber establishments       机票，租车，为客人指路，提供文秘协助，以及安排美容美发服务等。 Make reservations and arrangements for events, transportation, local attractions, restaurants, etc. as tours as requested.为客人预定活动，往返交通，本地旅游，餐厅定坐等。 Procure services; provide information and reserve services, etc.提供信息咨询，预订等服务。 Maintain the Repeat Guest Program and the VIP Program. Ensure that the above-mentioned clientele are receiving the type of service they deserve and follow up with guest relations to ensure that all requests are carried out.确保实行常客计划和VIP接待计划。确保以上客人得到应有的服务并协助宾客关系经理协助客人解决他们的问题。 Be knowledge about Mobile check in, and know the daily mobile check in guest information, and share with duty navigators. Training associates use the appropriate sentence welcome mobile check in guest and escorting services.了解手机办理入住的标准操作程序。知道让日申请手机办理入住的客人信息，并与当班的员工分享，培训员工用正确的话语来欢迎及引领手机办理入住的客人。 Be knowledge about Guest Voice system, know 6 keys points and department goal. Know department daily score and goal achievement status. Always provide warmly services to our customer, will to talk and get comments with guest, share guest’s feedback with related department and GSM, work to enhance guest’s staying experience.了解客人满意度调查系统，知道考核的6大项目及部门的指标。知道部门的每日得分及目标实现情况。一直为宾客提供热情的服务，主动与客人沟通，征得客人的评语，并及时分享给相应部门及宾客服务经理，努力提高客人的入住体验。 Knowing all emergency procedure at all the time.任何时候都清楚地了解所有紧急情况的处理步骤。 To be wary of general liability issues and if unclear to check with Manager on Duty。        对常规的职责议题保持小心谨慎的态度，当有不清楚时及时与经理核查。 Maintain effective service in the same line with the Hotel’s Corporate Image为客人提供有效的服务并保持其与酒店团队形象的一致性。Hotel Grooming Standard酒店仪表标准Local Standard Operation Procedures标准工作程序Departmental Policies部门方针政策Corporate Policies酒店方针政策 Any other duties as may be assigned from time to time.承担其他实时被委派的职责。

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