MAJOR RESPONSIBILIES 責任概要 :
Responsible for ensuring that the guest is welcomed and that his/her luggage and other immediate needs are cared for. Direct responsibility for carrying the guest's luggage to and from the assigned room, and for ensuring that the guest is property settled in a room, according to standards.
SPECIFIC DUTIES 工作任務 :
Assist guest with luggage/baggage.
Answer bell stand phone within 3 rings by using proper phone etiquette.
Responsible of delivering items required by the guest to guest room or other locations.
Complete all required checklists per shift (e.g., daily checklist, valet list, check out log, etc.).
Ensure timely delivery/retrieval of all luggage, packages, etc. either checked or left at bell stand.
Be very knowledgeable about the rooms and their locations, services and facilities of the hotel.
Have a solid understanding and able to give accurate directions to local attractions, restaurants. Being able to offer and arrange car rental, airline and train tickets, office services, beauty and barber services, baby sitting and arranging presents, repairs and shopping for the guests.
熟悉当地的旅游景点、餐厅信息。协助客人租车、预定飞机票火车票、提供办公室服务、 提 供美容理发店信息、照看小孩服务、安排礼物、修理物品以及提供商场购物的信息。
Arrange and store luggage carts safely. Extreme care and proper loading habits for protection of guest property should be taken when carts are in use.
Maintain post by hotel reader board and in front of bell desk when not assisting a guest. In the absence of a door attendant, perform duties of that position as well, including monitoring the main entrance.
Ensure cleanliness and neatness of work area using free time for cleaning.
Each associate is expected to carry out, within their capabilities, all reasonable requests by management.
Be knowledge about Mobile check in, and know the daily mobile check in guest information. Use the appropriate sentence welcome mobile check in guest and escorting services.
Be knowledge about Guest Voice system, know 6 keys points and department goal. Know department daily score and goal achievement status. Always provide warmly services to our customer, will to talk and get comments with guest, share guest’s feedback with related department and GSM, work to enhance guest’s staying experience.
Be well groomed and conform with the hotel's dress code.
Be informed about daily operations and events.
Be highly visible during extraordinary events.
Be familiar with sales strategies; communicate daily with reservation sales.
Develop a thorough knowledge about all brands in Marriott's portfolio.
Know all frequent customers and be familiar with their special requests. Ensure that their needs are met.
Be familiar with cultural differences and know correct behaviour for each culture. Also know the different protocols and etiquette.
Be knowledgeable about all emergency plans and know how to act upon them.
Report any unusual occurrences immediately to the front office manager
At all times strive to represent Marriott in the most professional and courteous manner.
Maintain safety by adhering to safest policies, being responsible to report all accidents immediately.
Support all safety programs. Proceed with caution when walking on slippery floors.
Ensure proper safety instructions are given before operating any equipment.
Complete the other reasonable duties assigned by HRM.
JOB SPECIFICATION職位要求 ：
Profile of Competency
Ability to verbally communicate effectively with guests and co-workers.
Pushing, pulling, bending, stooping, upward reaching
Some exposure to cleaning chemicals
Prolonged periods of standing and/or walking。
Exposure to extreme temperatures能长时间站立或者走动。
Customer Service –Oriented 服务宾客
Desirable Communication Skill 有效的沟通技巧
Team Player 团队合作能力
Fluent in Chinese/Mandarin; English preferred
High school and above高中以上文化
Relative work experience preferred