Front Desk Agent 前台接待员
3千-4千
投递简历
发布于 02-10
Front Desk Agent 前台接待员
3千-4千
上海-黄浦区 | 经验不限 | 大专 | 招1人
投递简历
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职位描述

Major Functions

主要工作职能

 

  • Serving guests at front desk while providing the highest level of service possible in an efficient, courteous and professional manner by following Marriott Standards of aggressive hospitality and adhering to guidelines and procedures.
  • 依据万豪殷勤待客的服务标准和工作指导在前台向客人提供最高水准的,高效的,礼貌的,专业的服务。

 

Specific Duties

具体工作内容

 

  • Handle all duties according to hotel policies, procedures, internal rules and standards.

处理所有的工作都要依照酒店政策,程序,内部规定及标准

  • Be knowledge about daily hotel operations, check daily even sheet, bulletin boards and be up to date with all changes, new procedures and events.                                 

了解日常酒店的运作,检查电子公告牌并更新的所有程序以及宴会。

  • Get a daily briefing about extra ordinary events to effectively deal with all foreseen situations on a daily basis.             

      在每日例会中了解额外的事件,以便快捷的处理所有可能发生的情况。

  • Have knowledge about room rates, packages, discounts and promotions and know how to handle each.

掌握房价,包价,折扣和促销的说有信息,并知道如何去处理。

  • Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel.

掌握客人房间,位置,客房礼物,特色以及酒店提供的所有其它的服务。

  • Strictly follow all cash handling and banking procedures to check out all customers efficiently.

          在为客人提供快捷结账的同时严格遵守财务及银行的各项规定。

  • Operate MARSHA, OPERA, VINGCARD system well and be able to use key card system.

熟练的使用MARSHAOPERA系统并会使用VINGCARD钥匙系统。

  • Perform guest registration and room assignment correctly and efficiently, accommodate special requests of all customers.  

      正确的完成客人的登记,房间分配以及协调所有客人的特殊要求。

  • Be knowledgeable about Marriott Rewards and other frequent flyer programs. Participate and contribute in Marriott Rewards sign-up program; ensure accuracy and activation rate meet brand goal.

了解万豪积分兑换,及其它的常客计划。参与并积极的推广万豪礼赏计划,确保以

正确的价格来达到集团目标。

  • Know how to follow hospitality guidelines. 

      知道如何遵循服务的基本方针。                                                      

  • Answer phone calls according to standard by using proper telephone etiquette and within three rings.

在三声之内按标准接听电话并使用正确的电话礼仪。

  • Know how to operate safety deposit box.

      了解如何使用保险箱。

  • Ensure the cleanliness of the front desk and back office area at all times. Utilize spare time for cleaning.

确保前台和后台办公室区域的整洁。利用剩余时间去清洁。

  • Assist all guests in problems and questions as required. Ensure that all guest problems are resolved by using Marriott Learn Model. 

          必须帮助所有客人的问题和询问。确保所有的客人问题的解决都要依照Marriott Learn

    Model

  • Take action to participate in hotel incentive program and Be familiar with hotel sale strategy. 积极的参与酒店激励计划, 熟悉酒店销售策略。
  • Be flexible in regarding to work schedule. Have a solid understanding of hotel operations. Assist fellow associates when necessary to get all jobs done on time.        

灵活的安排工作计划。很熟悉的了解酒店的运作。协助同事按时完成所有工作。

  • Use OPERA/MARSHA password with discretion; Log off the terminal when leaving the area.

谨慎的使用OPERA/MARSHA的密码;在离开时必须退出登陆客户终端。

  • Ensure proper charge is posted to guest credit card when check out; provide guest with a zero balance invoice.

结账时确保在客人的信用卡上收取正确的费用;为客人提供余额为零的账单。

  • Bank out at the end of each shift by following the blind drop procedure strictly. The front desk manager/shift supervisor will always verify the shift closing and enter the drop in the system.

每班次结束时严格遵守投账程序平账。前台经理/主管检查班次的账目并输入到系统中。

  • Report any unusual occurrence or requests to supervisor/manager immediately.

向经理及时汇报任何不寻常的情况或要求。

  • At all times strive to represent Marriott in the most professional manner.

努力以最职业的风格去表现万豪文化。

  • Be disciplined at all times, stand alert and tall at the front desk, greet guests immediately and offer assistance before the guest needs to ask. Focus your total attention to the customers.

时刻遵守前台纪律并保持警醒及时问候客人,在客人未开口之前为之提供帮助。集中所有的注意力在客人身上。

  • Be familiar with AM, PM and overnight daily check list to ensure smooth daily operations.

熟悉早班,中班和夜班的检查表以确保运作的正常。

  • Each associate is expected to carry out all reasonable requests by management which the associate is capable of performing.

希望每一名员工都可以完成领导层所给出的所有的合理要求。

  • Be aware of the hotel VIP / repeat guest / long-staying guest / high value guest and pay special attentionto make the guest have a memorable stay.

知道酒店的贵宾/回头客/长住客/重要客人并给予特别的关注,以让客人拥有一个难忘的入住经

历。

  • Maintain the guest information and ensure proper input in the PSB/PMSsystem.

保留客人信息并确保正确的输入到PSB/PMS系统。

 

General Duties:

基本要求:

 

  • Be well groomed and conform to the hotel's dress code and deportment.

良好的仪容仪表,行为、穿着符合酒店的规定。

  • Be informed about daily operations and events.

了解每日运作及宴会。

  • Be familiar with sales strategies; communicate daily with reservation sales.

熟悉销售政策,每日与预定部销售沟通。

  • Know all frequent customers and is familiar with their special requests. Ensure that their needs are met.

了解所有常客及熟悉他们的特殊要求。确保满足他们的要求。

  • Be familiar with cultural differences and know correct behaviour for each culture. Also know the different protocols and etiquette.

熟悉文化差异并知道每一种文化对应的正确举止。同时知道不同的礼节。

  • Be knowledgeable about all emergencies plans and know how to act upon them.

熟知所有关于紧急事件的处理计划并知道当发生时如何应对。

  • Report any unusual occurrences immediately to the front office manager

向经理及时汇报任何不寻常的情况。

  • At all times strive to represent Marriott in the most professional and courteous manner.

随时以最职业最谦恭的方式来表现万豪。

 

Safety Awareness:

安全意识:

Maintain safety by adhering to safest policies,being responsible to report all accidents immediately.

认真贯彻酒店安全程序和措施,及时汇报所有的事故

 Support allsafety programs. Proceed with caution when walking on slippery floors.

认真执行所有安全相关的项目。在湿滑的楼道中走动要保持小心

Ensure proper safety instructions are given beforeoperating any equipment.

操作任何设备前确保员工熟知安全操作规范。

 

其他要求
语言能力:英语-熟练
年龄要求:25-35岁
现居地:上海
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  • 酒店业--国际高端酒店/5星级
    行业
  • 500-999人
    规模
  • 国有企业
    企业性质
应聘者请带好一张一寸照片和身份证及复印件。快来加入我们吧!Marriott International Inc. is an equal employer committed to employing a diverse workforce.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 342-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.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.342 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.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。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,信步即达多处着名休闲景点。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342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。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。酒店共有豪华客房342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。 
上海市南京西路399号人力资源部
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