1. Serving guests at Reception 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。
2. Ensure daily operation is smooth and is manned by sufficient manpower at
all times, with a strong focus on Customer Service.
All associates should show genuine appreciation when greeting a guest at
all times (especially during check in and check out) and that all scripting is
followed per the Arrival/Departure Ritual Program.
时刻确保部门配以充足有效的人力,保证部门的日常运转顺利平稳的进行。强烈关注对客服务。真诚地服务每位客人(特别是入住和退房时),并遵循入住/退房标准程序。
3. 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。
4. 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,了解当日客情、公告牌和所有更新的程序以及活动。
5. Get a daily briefing about extraordinary events to effectively deal with
all foreseen situations on a daily basis.
在每日例会中了解特殊的事件,以便快捷的处理所有可能发生的情况。
6. 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。
7. 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。
8. 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。