• 五险一金
• 节日礼物
• 技能培训
• 带薪年假
• 岗位晋升
• 管理规范
• 员工生日礼物

MAJOR FUNCTION & RESPONSIBILITIES:职责概要
 
To supervise theother guest relations and the concierge lounge attendants. To ensure that theyare adhering to all hotel policies, procedures and standards while strivingtowards total guest satisfaction. To ensure that the above-mentioned areas areworking in a professional manner at all times. Responsible for hiring, trainingand development of all concierge-related associates, so they are hospitable,outgoing and guest oriented.
监督其他宾客关系部及行政酒廊员工的工作。保证他们遵循酒店的规章制度，服务程序及标准并致力于提高所有客人的满意度。确保以上工作区域的员工能始终保持专业的态度。负责所有宾客关系员工的雇用，培训和发展事宜，使他们成为热情的，友好的和以客人为宗旨的员工。
 
SPECIFIC DUTIES:工作任务
Staff Management员工管理
a.    Be prepared for each daily activity and review any variations withmanager and associate.
准备日常的工作安排和了解有关经理及员工的变动。
b.    Ensure all associates are aware of role and responsibilities and operatewithin their guidelines.
确保所有员工都清楚了解自己的角色和职责，并遵循指导方针工作。
c.    Ensure associate is properly groomed and uniformed at all times.
确保所有员工始终保持良好仪表及穿着整洁的制服。
d.    Maintain efficiency in the operation of the associate in a high standardof quality of service and courtesy, bringing total satisfaction to our guestsand the hotel.
有效的保证员工在工作中能始终提供高质量的，谦逊的服务，以求为客人带来最满意的服务。
e.    Conduct frequent hospitality audits to ensure the associate areconducting themselves in the manner appropriate for the department. EnsureService Excellence Standards are in place.
积极指导员工以确保他们按照部门专业精神提供服务。确保实行顶尖服务标准。
f.     Maintain a good working relationship between the associate and otherdepartments.
与员工和其他部门建立和维持良好的工作关系。
g.    Determine the requirements for, and the follow-up on, special groups orVIPs.
确定特殊团队及重要宾客的各种要求并后续跟进。
h.    Prepare and submit accident or injury reports when needed.
在需要时准备并提交突发事件及意外伤害报告。
i.      Constantly stress to the associate that they are the most effectivetools in merchandising the hotel. Establish a “sales pitch” for the associateto use when assisting guests.
经常向员工强调他们是推销酒店商品的最有效的途径。为员工建立一个有效的“销售阵营”来服务于客人。
j.      Ensure all guests experiencing a problem receive an appropriateresponse, any promised compensation is delivered and all guest receive appropriatefollow up in a timely and professional manner.
确保所有顾客所反映的问题都得到满意的回复，并使客人对我们专业的态度及及时的弥补措施感到满意。
k.    Able to supervise the associate and handle any associate situation.
     监督并调整员工的工作状态。
l.      Establish effective communication with associates to gain their trustand respect.
建立与其他员工的有效沟通来赢得他们的信任及尊重。
m.  Maintain fair and consistent counselling and/or disciplinary proceduresin accordance with Marriott’s Guarantee of Fair Treatment Policy.
始终按照公平对待原则及劝告或惩处程序对待员工以保证与万豪所提倡的公平对待原则相一致。
Train培训
a.    Ensure all associates are safety conscious and trained in safe workpractices.
     确保所有员工都拥有安全意识并在安全的工作环境里进行培训。
b.    Encourage problems solving by associates through proper training andempowerment.
鼓励员工运用相关的培训知识及授权来独立解决问题。
c.    Implement proper training program and control the training of theassociate 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。
d.    Have a thorough knowledge of hotel fire regulations and policy, accidentreports, safety programs, and what the direct duties are in relation to each.Ensure that all associates are properly trained in 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。
e.    Have accurate and complete guest assistance information availableregarding events taking place in town, restaurants, athletic events, etc.
能向客人准确及时地提供在当地，餐厅，运动场馆等所举行的宴会，活动的消息。
f.     Facilitate departmental training modules. Continually monitor, evaluateand revise training content to reflect changes in the process and address theneeds identified by associates and your manager.
     简化部门培训模式。持续监督，评估和修改培训的内容，以此来反    
     映由此产生的变化并满足员工与管理人员的不同需求。
g.    Follow upregularly with Department Heads regarding the Guest Service process and theperformance of their department responsibilities along with the department’sfunction.
定期向部门领导汇报对客服务流程以及员工根据部门性质所应负责任的工作表现。
3.       Administrative行政管理
a.    Attend and assist with monthly department meetings.
        参加并协助每月部门会议。
b.    Ensure all guest incident forms and logs are completely filled out andmaintained. If computer tracking is used, monitor this recording also..
确保完整记录和维护所有关于客人的资料。可利用电脑存档。  
c.    Ensure all guests indicating on their in room comment card that theywish to discuss their stay further or that they will not return to thisproperty are contacted by phone or letter.
保留客人的客房入住建议纪录并保持与客人进行电话或信件上的联系以确认他们将来的行程是否会再次选择入住本酒店。
d.    Route associate commendations received from guests to the personresponsible for assembling the daily communication packet.
负责安排员工收集来自客人对员工的赞扬信息并整理成每日例报。
Additional Responsibilities其他职责
a.    Responsible to handle all guest requests and to solve any guestcomplaints.
负责处理所有客人的需求和解决任何客人的投诉。
b.    Ensure that the Hospitality and the Guest Response Programs are beingfollowed and monitored. Be familiar with cultural differences to meet guest’sspecific needs and requirements.
确保客人的反馈信息被执行和监督，熟悉文化差异来满足客户的具体需求。
c.    Have PMS and MARSHA skills, be able to check in and check out and tohandle reservation when needed in Marsha.
具备使用PMS和MARSHA的能力，能够办理入住和离店手续并在                    需要的时候在MARSHA里处理预定。
d.    Be very knowledgeable about the rooms and their locations, services andfacilities of the hotel.
    清楚了解客房以及位置，服务和酒店设施。
e.    Know how to offer and arrange car rental, airline and train tickets,office services, beauty and barber services, baby sitting and arrangingpresents, repairs and shopping for the guests.
知道如何提供和安排轿车租赁服务，飞机票和火车票的预定，秘书服务，美容院和理发店服务，婴儿看护和时间安排，客人物品维修和购物的安排。
f.     Maintain the Repeat Guest Program, the Marriott Rewards Member and theVIP program. Ensure that the above-mentioned clientele are receiving the typeof service they are deserve and follow up with guest relations to ensure thatall request are carried out.
维护回头客的资料系统，万豪礼赏计划以及贵宾项目。确保以上提及的客户享受到他们应得的服务并且保持与客户的良好关系以确保他们的要求得到满足。
g.    Be able to handle emergencies. Be trained in these procedures and beable to act upon them.
能够处理紧急事件。必须掌握处理紧急事件的程序的相关知识和有能力遵照以上知识在紧急情况发生时处置。
h.    Responsible for appearance and behaviours of associate. Ensurecompliance with grooming standards. Live all grooming standards by example.
监督员工的仪容仪表。根据酒店仪容仪表的标准作出表率并监督部门员工。
i.      Supervise the areas of lobby, main entrance, guest relations andconcierge lounge to assist, help, train, coach and counsel.
监督大堂，酒店主要入口，客户关系和礼宾部柜台区域，提供协助，帮助，培训，教导和建议。
j.      Complete and initiate special projects in a timely manner and within duedates.
迅速有效地完成并指导实施特定项目目标，确保其在指定时间内完成。
k.    Check information board daily, be informed and seek for additionalinformation.
检查每日公告栏，了解和搜集增加的信息。
l.      Assist in handling problems in Food and Beverage outlets and refer theincidents to the respective manager.
协助和处理餐饮部各个餐厅发生的问题并把相关事件向负责相关事宜的经理提交。
m.  Conduct floor patrol to ensure that all are in order.
执行楼层巡逻以保证所有区域正常运作。
n.    Report areas that need repair and maintenance.
报告需要维修维护的区域。
o.    Ensure efficientprovision of front desk service by check in and escort VIP guests courteouslyand efficiently, co-ordinate check in of special categories of guest, follow upon special check-out procedures for VIP guest, handle express check out whenrequired, assist in maintaining the free flow of guest in the lobby by helpingout guest with their check in when situation required.
                     通过殷勤且有效率地为客人办理登记入住并陪同VIP客人去到他们的房间，以确保前台提供高效率的服务。协同并跟进重要VIP及特殊客人的入住，离店手续办理，必要时提供快速离店服务。在情况需要时帮助客人办理离店手续，维持酒店大堂客流秩序顺畅。
p.    Handle lost and found items, drill open of safe deposit box, paid out,rebate, room discrepancy, etc.
监督处理以下工作：失物招领，客人保险箱，现金提取，折扣及房态差异。
q.      Ensure that log books, handovers and checklists are well maintained.
确保记录本，交接文件，工作检查表清晰流畅。
r.        Be knowledgeable about Marriott Rewards and Frequent Flyer Programs.
熟悉了解万豪礼赏和飞行里程营销系统。
s.       Keep good relations with customers and write up guest contact reportsfor the attention of the Management.
和客人保持良好的关系，并为酒店管理层详细描述与客人的沟通报告。
t.       Assist in handling guests when other sections are busy.
当其他部门繁忙时协助处理客人事宜。
u.      Create a productive and positive atmosphere, have a good relationshipwith all associates and other departments.
创建一个有效率，积极的工作气氛。与所有员工和其他部门保持良好的工作关系。
v.       Ensure immediate and prompt guest attention to all guest concerns andcomplaints.
对于所有客人的投诉和问题给予及时地关注。
w.     Responsible for resolution of problems and follow up with the guestwithin 10 minutes to ensure satisfaction.
负责做到在10分钟内为客人解决问题或后续服务以此满足客人需要。
x.       Develop friendly conversation with guests and obtain feedback from themand reflect to department concerned.
发展与客人良好的对话氛围，收集和反映客人对相关部门的意见。
y.       Be Familiar with the hotel emergency procedures and to ensure maximumsafety of guest and employees in case of emergencies.
熟悉酒店的应急程序，确保在紧急情况下最大程度保护客人和员工的安全。
z.       Contact VIP Guests on a regular basis during their stay, - all arrivals eachevening, - all long stay once a week to see if they need anything special.
与住店的重要客人保持经常性的联系，包括其每个入住到达的晚上，一周一次的与长期入住的客人会面并提供其需要的帮助。
aa.    Communicate on a daily basis with sales and the executive office forVIPs.
经常就酒店重要客人的相关事务与销售部门和行政办公室沟通。
bb.   VIP rooms blocking, ordering gifts, check gifts, check rooms, welcomeVIPs and guidance to the rooms.
提前确认酒店重要客人房间，安排并检查礼品，检查房间，欢迎客人并陪同进入其客房。
cc.    Ensure all associates working at night are indeed on duty.
确保所有夜班员工到岗。
dd.   Supervise all operations i.e. security, housekeeping, etc in the hotelduring the night.
监督酒店所有夜间运营部门的工作，例如：安保部，客房部等。
ee.   Check that all work areas are neat and clean at night.
检查酒店夜间所有工作区域整洁干净。
ff.      Represent Hotel Management at night by maintaining at a high standard ofservices.
在夜间代表酒店经理保证酒店为客人提供高质量的服务。
 

万豪国际酒店集团包容多元化文化背景，承诺给每一个雇员一个平等的工作机会。Marriott International Inc. is an equal employer committed to employing a diverse workforce.上海明天广场JW万豪酒店是万豪国际集团旗下的顶级品牌，酒店地处繁华商业中心，信步即达多处著名休闲景点。旨在以其先进的设计理念，豪华的装饰设备，为每位商务客人及旅游者提供至善至美的服务。六十层高的明天广场，是由333间豪华客房的JW万豪酒店，及裙楼内20,000平方米的商业中心组成。作为浦西最高的酒店之一，明天广场已经成为上海及周边城市瞩目的地标性建筑。As mainland China’s first JW Marriott brand and Marriott International’s flagship hotel in the region, the luxurious 5-star JW Marriott Shanghai is located in the heart of Shanghai’s commercial and shopping district and within easy reach of the city’s many leisure attractions. The JW Marriott Hotel is an integral part of a 60-storey multi-use development called Tomorrow Square, which comprises of the 333-room hotel, and 20,000 square meters of commercial space. The complex has established itself as one of the tallest hotels in downtown Puxi and is a much talked about landmark in Shanghai and its neighboring cities.上海明天广场紧邻人民公园，人民广场，以其无与伦比的优越地理位置，使客人尽享高架桥及地铁的便利交通。Situated in Shanghai’s prime and prestigious Tomorrow Square location, adjacent to People’s Square and People’s Park, the JW Marriott Shanghai is within easy access to all major highways, public transportation systems and the People’s Square subway.酒店共有豪华客房333间，位于明天广场41层至59层，每个房间都可从不同角度享受城市美景。行政楼层位于酒店59楼，除可一览城市美景外，客人还可在此享受早餐，全天候精美茶点和晚间鸡尾酒，并可使用位于酒店60层，被吉尼斯世界纪录评为“世界最高“的图书馆。38楼至40楼的每间餐厅及酒廊为客人提供丰富的饮食、娱乐之选，并可同时俯瞰全城美景。位于酒店7楼的“泳池畔”风格简洁而时尚 - 室内游泳池在美丽玻璃房内，四季恒温，而又充分享受阳光温暖。室外空间休闲放松，同时可一览人民公园绿景。333 hotel guest rooms and suites are located between the 41st to 59th floors, all offer magnificent city views from different perspectives. The Executive Lounge is tranquilly located on the 59th floor serving breakfast, all-day refreshments and evening cocktails. Executive Floor guests have exclusive access to the 60th floor Library recognized as the “Highest Library in the World” by Guinness World Records.Six award-winning restaurants and lounges located between the 38th to 40th floors all affording spectacular panoramic views of Shanghai. The hotel also features a rooftop oasis, including a stunning indoor lap pool as well as a beautiful outdoor curvaceous leisure pool that overlooks the People’s Park greenery.