·
To do whatever it takes to provide exceptional
service for our external and internal customers and to strive for excellence to
achieve customer satisfaction.
尽可能为内部和外部客人提供优异的服务，以创造更加出色的客人满意度
·
Promote awareness of
brand image internally and externally. Use sales techniques that maximize
revenue while maintaining existing guest loyalty to Marriott. Recognize
opportunities to up-sell the customer and sell enhancements to create a better
Marriott experience or event. Perform general office duties to support Sales
& Marketing (e.g., filing, sending emails, typing, faxing). Enter,
retrieve, reconcile, and verify information (e.g., commissions, leads, third
parties) in software involved in the sales process. Gather materials and assemble
information packages (e.g., brochures, promotional materials). Determine and
give complimentaries to guests as gifts for their patronage (e.g., rewards
points, show tickets). Prepare sales-related documents throughout the sales
process (e.g., proposals, contracts, or banquet event orders). Serve as the
point of contact for clients and communicate with them by phone and email to
respond to questions and requests.
对内对外提升品牌形象。运用销售技巧，使收入最大化，同时保持现有客人对万豪的忠诚度。发现追加销售客户的机会，并销售改进产品，以创造更好的万豪体验或活动。完成销售和市场的日常工作(例如，归档，发送电子邮件，打字，传真)。在涉及销售过程的软件中输入，检索，调和和验证信息(例如，佣金，领导，第三方)。收集资料和信息包(例如，宣传册，宣传材料)。决定并给予客人的赞美作为他们的惠顾的礼物(例如，奖励积分，演出门票)。在整个销售过程中准备与销售相关的文件(如提案、合同或宴会订单)。作为客户的联络点，通过电话和邮件与客户沟通，回应客户的问题和要求。
SPECIFIC DUTIES工作任务:
Policies and Procedures政策和程序
·
Protect the privacy
and security of guests and coworkers. 保护客人和同事的隐私和安全。
·
Maintain
confidentiality of proprietary materials and information. 保护客人和同事的隐私和安全。
·
Follow company and
department policies and procedures. 遵守公司和部门的政策和程序。
·
Perform other
reasonable job duties as requested by Supervisors. 主管要求的其他合理工作职责。
·
Ensure uniform,
nametags, and personal appearance are clean, hygienic, professional and in
compliance with company policies and procedures.
确保制服、姓名牌和个人仪表干净、卫生、专业，符合公司政策和程序。
Managing Catering Operations 管理宴会销售运营
l
Interacts with other catering employees,
customers and guests, vendors and suppliers.
与其他餐饮员工，顾客和客人，供应商和供应商进行沟通。
l
Demonstrates knowledge of all departments within
the property.
展示酒店内所有部门的知识。
l
Communicates group needs to various departments
within the property.
与酒店内各部门沟通团队需求。
l
Prompts handling of all inquiries within market
and parameters.
及时处理市场和参数范围内的所有询价。
l
Creates written and verbal presentations
effectively.
有效地进行书面和口头陈述。
l
Meet with the Chef prior to function to verify
arrangements and to observe the quality of the food presentation.
在宴会开始前与厨师长会面，核实安排并观察食物展示的质量。
l
Meet with clients to plan their functions and
highlight features of facility as well as available services.
与客户会面，规划他们的功能，突出设施的特点以及可用的服务。
Supporting and Coordinating with the Sales and Marketing Function 支持和协调销售和市场部门
l
Qualifies business and tracks leads.
确定业务并跟踪潜在客户。
l
Solicits and books meetings, conferences and
catered corporate and social events.
征求和预订会议，会议和餐饮企业和社会活动。
l
Finalizes and upsells catering arrangements for
group/convention business.
为团体/会议业务确定并安排餐饮。
l
Negotiates and markets to drive sales and create
profits.
通过谈判和市场来推动销售并创造利润。
l
Identifies customer needs and all sales
opportunities which ensure successful catering events.
识别客户需求和所有销售机会，确保餐饮活动的成功。
Guest Relations客户关系
·
Welcome and
acknowledge each and every guest with a smile, eye contact, and a friendly
verbal greeting, using the guest's name when possible.
欢迎并问候每一位客人，微笑，眼神交流，友好的口头问候，如果可能的话，写上客人的名字。
·
Actively listen and
respond positively to guest questions, concerns, and requests using brand or
property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to
resolve issues, delight, and build trust.
积极倾听并积极回应客人的问题、关注和要求，使用品牌或酒店的特定流程(例如，LEARN, PLEASED, guest Response, LEAP)来解决问题，愉悦并建立信任。
·
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，包括询问客人的问题以更好地了解他们的需求，观察/倾听客人的喜好，并在可能的情况下采取行动。
·
Thank guests with
genuine appreciation and provide a fond farewell.
用真诚的感谢和亲切的告别。
·
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。
·
Assist other
employees to ensure proper coverage and prompt guest service.
协助其他员工确保适当的服务范围和及时的客人服务。
Communication沟通
·
Exchange information
with other employees using electronic devices (e.g., phone and two-way
radios, email).
使用电子设备(如电话、双向对讲机、电子邮件)与其他员工交换信息。
·
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。
·
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.
回答电话使用适当的礼仪，包括电话铃响3声之内接电话，微笑应答，称呼来电者的名字，将电话转移到适当的人/部门，在让来电者等待前先获得同意，接收和传递信息，允许来电者先结束电话。
·
Speak to guests and
co-workers using clear, appropriate and professional language.
用清晰、恰当和专业的语言与客人和同事交谈。
·
Prepare and review
written documents (e.g., daily logs, business letters, memoranda, reports),
including proofreading and editing written information to ensure accuracy and
completeness.
准备和审查书面文件(例如，每日日志，商业信函，备忘录，报告)，包括校对和编辑书面信息，以确保准确性和完整性。
Working with Others与他人合作
·
Support all
co-workers and treat them with dignity and respect.
支持所有同事，尊重他们。
Physical Tasks日常工作
·
Move, lift, carry,
push, pull, and place objects weighing less than or equal to 10 pounds without
assistance. 在没有帮助的情况下移动、举起、搬运、推、拉和放置重量小于或等于10磅的物体。
·
To perform any other
duties as assigned by the Management.
完成管理层交予的其它工作。
Sales销售
·
Use sales techniques
that maximize revenue while maintaining existing guest loyalty to Marriott.
运用销售技巧，在保持现有客人对万豪的忠诚度的同时，使收入最大化。
·
Promote awareness of
brand image internally and externally.
在公司内外提升品牌形象。
·
Recognize
opportunities to up-sell the customer and sell enhancements to create a better
Marriott experience or event.
发现向客户追加销售的机会，并销售改进产品，以创造更好的万豪体验或活动。
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