职位摘要
A key position which is instrumental in delivering seamless experience to our external and internal guests. Our Guest Experience Experts works across departments and take the initiative to deliver a wide range of services that guide guests throughout their entire stay. They are empowered to move about their space and do what needs to be done in diverse environment. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience and critical to ensure smooth operations throughout the entire hotel.
这是一个关键的职位，在为我们的外部和内部客人提供无缝体验方面起着重要作用。我们的宾客体验专家不仅局限在一个部门工作，这一岗位需要主动提供广泛的服务，在客人的整个逗留期间为他们提供服务。他们被授权在他们的空间里活动，并在不同的环境中做需要做的事情。无论是处理业务需求，解决客人的要求，完成报告，还是分享当地的特色亮点，宾客体验专家会让客人感觉每一个环节都是体验的一部分。着对于确保整个酒店的顺利运营至关重要。
No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each time.
无论你在什么岗位上，有几件事对成功至关重要--创造一个安全的工作场所，遵守公司政策和程序，维护机密，保护公司资产，坚持质量标准，并确保你的制服、个人外表和沟通是专业的。做好所有这些事情（以及要求的其他合理的工作职责）对宾客体验专家来说至关重要--每次都要为我们的客人和我们的企业做好。
Guest Relations
客户关系
§ Establish guest connection via email prior to arrival to customize the guest stay experience and be the one point of contact for all guest queries
在客人抵达前通过电子邮件建立联系，以定制客人的住宿体验，并成为所有客人查询的唯一联系点
§ Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
用微笑、眼神交流和友好的口头问候来欢迎和感谢每一位客人，尽可能使用客人的名字。
§ Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
预测客人的服务需求，包括向客人提问以更好地了解他们的需求，观察/倾听客人的偏好，并尽可能采取行动。
§ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (enter brand specific programs) to resolve issues, delight, and build trust.
积极倾听并积极回应客人的问题、担忧和要求，使用特定于品牌或酒店的流程（进入特定于品牌的程序）来解决问题、愉悦并建立信任。
§ Address guests' service needs in a professional, positive, and timely manner.
以专业、积极、及时的方式满足客人的服务需求。
§ Interact & engage with guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate
与客人互动并就他们的住宿、酒店服务和地区景点/服务进行对话，包括适当的社交媒体
§ Assist other colleagues to ensure proper coverage and prompt guest service.
协助其他同事确保适当的覆盖范围和及时的客人服务。
§ Stay up to date on the local area so that you are prepared to provide specific recommendations for guests.
了解当地最新情况，以便为客人提供具体建议。
§ Communicate recommendations in a way that builds excitement and interest among guests and associates.
以一种在客人和同事之间建立兴奋感和兴趣的方式交流建议。
§ Perform other reasonable duties as requested.
根据要求履行其他合理职责。
§ All guest preferences to be updated on the PMS and GXP platform to be utilized during future stays.
所有客人偏好都将在PMS和GXP平台上更新，以便在未来入住期间使用。
§ Encourage all non-member guests to be enrolled into Marriott Bonvoy
鼓励所有非会员客人加入万豪Bonvoy
§ Thank guests with genuine appreciation and provide a fond farewell.
以真诚的感激之情感谢客人，并致以亲切的告别。
Guest Services
宾客服务
§ Liaising with Concierge for all transportation requirements or be able to handle personally when required.
就所有交通要求与礼宾部联系，或在需要时能够亲自处理。
§ Contact appropriate individual or department (e.g., Guest Arrival, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
如有必要，联系适当的个人或部门（如客人到达、前台、客房部、工程部、安保/防损部），以解决客人的电话、要求或问题。
§ Follow up with guests to ensure their requests or problems have been met to their satisfaction.
跟进客人，确保他们的要求或问题得到了满足。
§ Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary.
管理对公共场所内技术设备（如电视、遥控器、计算机、互联网、游戏等）的访问，并提供基本的故障排除帮助，或在必要时咨询适当的个人或部门（如工程、安全/损失预防）。
§ Assist with guests’ luggage, keep for storage or handle items to be delivered by the porters when necessary
协助处理客人的行李，保管行李或在必要时处理搬运工交付的物品
§ Escort guests to their room and provide in room check in (depending on hotel standards).
护送客人到他们的房间，并提供房间内的入住服务（取决于酒店标准）。
§ Provide welcome refreshments as per hotel standard.
按照酒店标准提供迎宾茶点。
§ Place requested items such as rollaway beds and refrigerators in guest rooms.
在客房内放置所需物品，如折叠床和冰箱。
§ Deliver items (e.g., extra towels, bathrobes, food and beverage delivery, messages, amenities, mail, faxes, packages, flowers, sundry items, gift items and other items) to guest/resident rooms.
将物品（例如，额外的毛巾、浴袍、食品和饮料配送、信息、便利设施、邮件、传真、包裹、鲜花、杂物、礼品和其他物品）送到客房。
§ Deliver cribs, linens, complimentary toiletries, and other items requested by guests to guest rooms.
将婴儿床、床单、免费卫生用品和客人要求的其他物品送到客房。
§ Arrange transportation (e.g., taxi, shuttle bus, Uber) for guests/residents/visitors, and record advance transportation request as needed.
为客人/居民/访客安排交通（如出租车、班车、优步），并根据需要记录提前的交通请求。
§ Contacts appropriate individual or department (e.g., Valet, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
必要时联系适当的个人或部门（如代客泊车、前台、客房部、工程部、安保/防损部），以解决客人的电话、要求或问题。
§ Report any issues to be entered into GXP by your colleague or duty or self (GXP expert by department)
§ 报告任何需要由你的同事或值班负责人或自己输入GXP的问题（GXP专家按部门分类）。
§ In some locaitons the bell / door man is providing care valet service for guests
在一些地方，需为客人提供代客泊车服务
§ Able to use PMS or GXP to look up details and place profile / booking notes, as well as to record down guests preferences if apply
能够使用PMS或GXP查询详细信息和地点简介/预订笔记，并在适用时记录客人的偏好
§ While interacting with guests, upsell hotel facilities and services i.e., Spa, Restaurant, Bar.
在与客人互动时，追加销售酒店设施和服务，如水疗中心、餐厅、酒吧。
§ Manage traffic around driveway and Porte cochere
管理车道和门廊周围的交通
§ Ensure refreshments are placed in VIP cars as needed and assigned according to hotel standards
确保根据需要在贵宾车内放置茶点，并按照酒店标准进行分配
§ Follow all Marriott Bonvoy engagement and touchpoints as per standard (know T&C and adhere to all SOP’s)
按照标准遵守万豪Bonvoy的所有参与和接触点（了解条款和规定并遵守所有SOP）
Check-in / Check-out
办理入住/退房
§ Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
追踪房间状态的变化（例如，提前退房、延迟退房、房间转移、意外入住）。
§ Escort guests to their room and provide in room check-in (depending on hotel standards)
护送客人到他们的房间，并在房间内办理入住手续（取决于酒店标准）
§ Organize and coordinate check-in/pre-registration procedures for arriving groups.
组织和协调抵达团队的报到/预登记程序。
§ Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
处理所有退房事宜，包括快速退房、解决任何逾期和有争议的费用、结算账目、取回房间钥匙，以及邀请客人对入住提出意见。
§ Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, LightspeedFOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
根据酒店政策和程序，通过在计算机系统（如Fidelio、PMS、LightspeedFOSSE、OPERA）中确认预订、验证客人身份、申请付款形式、分配房间和发放房间钥匙来处理所有客人的入住手续。
§ Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
在发放房间钥匙之前，确保有效的付款方式（如信用卡、现金）。
§ Sell a room/accommodation to guests without reservations based on availability.
根据空房情况，向没有预订的客人出售房间/住宿。
§ Actively enroll guests as our Marriott Bonvoy member if apply
如有申请，请主动将客人注册为我们的万豪Bonvoy会员
§ Verify and adjust billing for guests.
验证并调整客人的账单。
§ Actively upsell higher room category and F&B package as per availability.
根据供应情况积极销售更高的客房类别和餐饮套餐。
Cash Handling
现金处理
§ Process all payment types such as room charges, cash, checks, debit, or credit.
处理所有付款类型，如房费、现金、支票、借记或贷记。
§ Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
处理调整凭证、支付凭证、更正凭证和杂项费用。
§ Count float at end of shift and secure float.
下班时清点现金并确保有足够的现金。
§ Balance and drop receipts according to accounting specifications.
根据会计规范的收支收据。
§ Obtain manual authorizations and follow all accounting procedures when the computer system is down.
当计算机系统关闭时，获得手动授权并遵循所有会计程序。
§ Count float at the beginning of shift to ensure that amounts are correct and that there is adequate change.
在轮班开始时对现金进行计数，以确保金额正确且有足够的零钱。
§ Follow cash transaction rules as per the local government guidelines.
按照当地政府的指导方针遵守现金交易规则。
§ Follow cash transaction rules as per the property Finance guidelines.
按照酒店财务指南遵守现金交易规则。
Reports/Recordkeeping
报告/记录
§ Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
运行每日报告（到达人数、离开人数），识别任何特殊要求，并检查报告的准确性。
§ Run credit card authorization Open Balance report and check for discrepancies.
运行信用卡授权未结余额报告并检查差异。
§ Review shift logs/daily memo books and document pertinent information in logbooks in the absence of a departmental Supervisor.
在部门主管缺席的情况下，审查轮班日志/每日备忘录，并在日志中记录相关信息。
§ Print contingency lists to have a record of all guests in case of emergency.
打印应急清单，以便在紧急情况下记录所有客人。
Greet / Farewell / Escort Guests
迎接/告别/护送客人
§ Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
向客人/居民提供有关酒店设施、服务、营业时间以及当地兴趣和活动区域的指示和信息。
§ Tag, store, and retrieve luggage from luggage storage, providing guests with proper claim tickets for their luggage.
标记、储存和从行李寄存处取回行李，为客人提供合适的行李提取票。Speak to guests and colleagues using clear, appropriate and professional language.
使用清晰、恰当和专业的语言与客人和同事交谈。
§ Provide assistance to coworkers, ensuring they understand their tasks.
为同事提供帮助，确保他们理解自己的任务。
§ Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
指导客人如何访问互联网（例如拨号、宽带、无线）。
§ Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
使用适当的礼仪接听电话，包括在3响以内接听电话、用微笑的声音接听电话、使用来电者的姓名、将电话转接到适当的人/部门、在将来电者挂断之前请求许可、接听和转发信息，以及允许来电者结束通话。
§ Handle MBV guest proactive chat and respond within shortest time possible.
处理MBV客人的主动聊天，并在尽可能短的时间内做出回应。
§ Discuss work topics, activities, or problems with colleagues, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
与同事、主管或经理谨慎而安静地讨论工作主题、活动或问题，避开酒店的公共区域。
§ Talk with and listen to other associates to effectively exchange information.
与其他同事交谈并倾听他们的意见，以便有效地交换信息。
§ Ensure communications equipment and tools works properly.
确保通信设备和工具正常工作。
§ Exchange information with other employees using electronic devices (e.g., WhatsApp Wechat Channels, Email, DECT phones).
使用电子设备（如WhatsApp、微信、电子邮件、DECT电话）与其他员工交换信息。
Working with Others
与他人合作
§ Support all colleagues and treat them with dignity and respect.
支持所有同事，并以尊严和尊重的态度对待他们。
§ Develop and maintain positive and productive working relationships with other associates and departments.
与其他同事和部门建立并保持积极和富有成效的工作关系。
§ Handle sensitive issues with guests with tact, respect, diplomacy, and confidentiality.
以机智、尊重、外交和保密的态度处理客人的敏感问题。
§ Partner with and assist others to promote an environment of teamwork and achieve common goals.
与他人合作并协助他人促进团队合作环境，实现共同目标。
Policies and Procedures
政策和程序
§ Ensure uniform, nametags, and personal appearance are clean, hygienic and professional.
确保制服、名牌和个人外表干净、卫生和专业。
§ Follow all company policies and procedures.
遵守所有公司政策和流程。
§ Perform other reasonable job duties as requested by Supervisors.
按照主管的要求履行其他合理的工作职责。
§ Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
根据公司政策和程序保护公司工具、设备、机器或其他资产。
§ Protect the privacy and security of guests and coworkers and maintain confidentiality of proprietary materials and information.
保护客人和同事的隐私和安全，并对专有材料和信息保密。
§ Do not use personal phone in front of house while on duty.
上班时不要在前台使用个人电话。
Quality Assurance/Quality Improvement
质量保证/质量改进
§ Comply with quality assurance expectations and brand standards.
符合质量保证要求和品牌标准。
Keep working area, driveway and hotel entrance keen at all times.
在任何时候，保持工作区、车道和酒店入口的整洁。
Safety and Security
安全和安保
§ Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
遵循酒店特定程序处理紧急情况（如疏散、医疗紧急情况、自然灾害）。
§ Maintain awareness of undesirable persons on property premises.
对酒店内的不良人员保持警惕。
§ Report work-related accidents, or other injuries immediately upon occurrence to manager/supervisor.
一旦发生工伤事故或其他伤害，应立即向经理/主管报告。
§ Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
识别和纠正不安全的工作程序或条件，和/或向管理层和安保/安全人员报告。
§ Use proper equipment and tools, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
使用适当的设备和工具，穿戴适当的个人防护服（PPE），并在必要时采用正确的起吊程序，以避免受伤。
§ Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
遵守公司和部门的安全和安保政策和程序，以确保环境清洁、安全。
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