MAJOR RESPONSIBILIES 責任概要 :
1.Assume responsibility of daily operations and ensure a smooth running operation within the framework of the hotel.
负责部门每日的运营，确保运作的稳定及标准。
2.Support all lounges LSOP.
遵守酒廊所有的服务工作程序
3.Assist in ensuring that scheduling functions are performed accurately and on a timely basis.
确保定时完成工作计划
4.Assist in maintaining a highly motivated and well-trained staff.
培养高素质的员工，维护员工资源。
SPECIFIC DUTIES 工作任務 :
1.Open and close shift in accordance with the checklist.
按照检查表的程序开档收档。
2.Initiate aggressive guest interaction through seeking and soliciting feedback from guests.
积极与客人沟通，并在谈话中收集客人的反馈。
3.Properly execute and check control procedures on shift.
正确执行班作程序。
4.Develop a complete knowledge of menu items, their garnish, contents and preparation methods. Be ready to answer any guest questions about the menu in a positive and concise way. Know the use records.
熟练掌握菜单上各种菜的菜样，菜系及烧法。积极熟练回答客人有可能会提出的任何疑问，熟记客人的点菜喜好。
5.Develop a good knowledge of beverages, liquors, and wine service.
充分掌握饮料知识，包括软饮，酒精饮料及红酒白酒的各项知识。
6.Pick up and present food and beverages according to standard service procedures. Properly bus the table throughout the meal. Dirty dishes and silverware should be cleared, except sugar and appropriate silverware and beverage glasses that are not empty, keeping proper posture and being personable, but limiting conversation.
按照标准服务程序传菜上菜，在客人用餐过程中及时清理更换餐盘，及时为客人的饮料续杯，保持正确的站姿，适当的和客人进行服务个性化的沟通。
7.Warmly greet every guest with smile, address guest by name and take down the record for reference.
热情的问候每一位客人，尽可能称呼客人的名字，记下客人的名字和桌号以便时后查阅。
8.Clean and reset the table according to standard procedures.
客人离开后，标准的清理并重新摆设餐具。
9.Handle daily associate relations (i.e. scheduling, time adjustments).
处理日常琐事，如换班，调休等。
10.Maintain a safe & sanitary work environment for all associate & guests.
维持好一个安全清洁工作环境。
11.Conduct taste panels and menu classes on a daily basis.
每日指导完成食品试吃，菜单知识培训。
12.Ensure that only a quality product is served.
保证提供给客人事物的质量。
13.Maintain proper associate uniform standards.
负责员工制服的清洁与保养。
14.Manage an effective repair and maintenance program through the use of work orders, inspections, etc.
建立有效的工作设备维修程序。
15.Understand & teach empowerment principles to ensure guest satisfaction.
掌握并传授客人满意法则。
16.Encourage problem solving by associates through proper training and empowerment.
鼓励员工在通过有效的培训后自主地解决工作中的疑问。
17.Establish effective communication with associates to gain their trust and respect.
建立有效的沟通以获得员工的信任及尊重。
18.Maintain fair and consistent counselling and/or disciplinary procedures in accordance with Marriott’s Guarantee of Fair Treatment Policy.
遵守万豪的公平对待保证原则，正确的处理和劝阻有问题的员工。
19.Communicate directly and/or through the use of the logbook to next shift supervisor or manager.
通过及时的沟通和留言交接的方式准确传递给下一个班次的同事和经理。
20.Check Elite Members and VIP ensure room/s are blocked according to special requests.
检查会员及VIP客人的房间预订是否符合他们的要求。
21.Enrol guests in Marriott Rewards programme.
争取每位客人能够成为MARRIOTT 集团的会员。
21.Handle and solve guests’ complaints or assisting them with enquiries.
接下并处理客人的投诉，帮助他们解决他们的困难。
22.Provide information about the hotel and the surrounding community.
准确的提供近期社会公共活动及本酒店的信息。
23.Keeping Executive Lounge and Library in tip top condition and maintain cleanliness round the clock.
每时每刻维护和保持行政酒廊及图书馆整洁，优雅，舒适的环境。
24.Update guest profile in Fidelio when necessary especially when guests’personal preferences mentioned over conversation.
及时更新客人的资料，特别对有特殊要求的客人，一定要在电脑里准确的输入客人的新资料确保其时效性。
25.Ensure area is covered at all times and should never be left unattended at any point of time.
所有的设施设备都必须保持最佳状态，不能有任何遗漏。
26.Ensure all follow-ups are promptly and accurate:
a) Providing Business Centre Services
b) Concierge Services
c) Rooms request/amenities arrangements
d) Future reservations or other related matters
确保以下服务项目都提供给客人：
1.提供商务中心的服务项目
2.提供礼宾部的服务项目
3.确保客人的房间设施设备满足客人的要求
4.确认将来的预定和相关信息
27.Ensure that all guests receive their faxes, messages and parcels upon arrival if it is handed over by Concierge agent.
所有的传真，信息，包裹，确保礼宾部在客人入住时及时地送给客人。
28.Maintain effective service in line with the Hotel’s Corporate Image.
a) Company’s Grooming Standard
b) Standard Operation Procedures
c) Departmental Policies
d) Corporate Policies
积极维护和执行酒店高质量的服务形象。
1.标准的仪容仪表
2.标准的酒店运作程序
3.部门运作程序
4.及协作运作程序
29.Assist those who are on duty with questions or problems that may arise.Be able to take ownership of problems and resolve them.
帮助有疑问或需要帮助的同事。愿意承担责任并处理问题。
30.Audits work for accuracy and consistency, take corrective measures where errors surface and report immediately anything out of the ordinary to the Manager.
监督工作的精确性及一致性。当有问题产生时能有效应对，并立即将事情的经过完整的报告给经理。
31.Schedule the roster according to business needs. Monitors attendant records, sick leaves, overtime, and vacation levels.
根据工作需要安排班次管理考勤记录，病假，加班及休假事宜。
32.Promote and display teamwork throughout the hotel.
促进改善与其他部门间的团队协作。
33.Oversees the operations in the absence of the Manager.
当经理不在时，须承担监督所有工作的责任。
34.Be involved in interviewing, new hire orientation and training.
参与面试，入职培训及其他培训工作。
35.Communicate daily with manager to assure consistency and pass-on of pertinent information.
每日与经理交流以保证信息一致性并传达相关信息。
36.Conducts effective Coaching and Counselling.
制定有效的培训方案及提供培训意见。
37.Assists the Manager in preparing annual Performance Appraisals.
协助经理准备年度员工表现评估。
38.Establish effective 15-minute training and briefing with associates prior to reporting to stations.
建立有效的15分钟培训，并与其他同事交接相关事宜。
39.Consistently practice the 20 basics.
贯彻20条服务精神基本须知。
40.Establish a good working inter-departmental relationship.
与酒店其他部门建立良好的工作关系。
