Front Office-Agent At Your Service

[{{ $ctrl._job.status.name | translate}}] Front Office-Agent At Your Service
Shanghai Marriott Hotel City Centre

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Job description


Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.

 

Construction of the largest full-service Marriott-branded hotel in Shanghai, Shanghai Marriott Hotel City Centre opened its doors on 24 November, 2011. Located aside People's Square and Park on Xi Zang (Middle) Road, the Shanghai Marriott Hotel City Centre enjoys a premium downtown location. Nanjing Pedestrian Street is a 30 second stroll from the hotel's street entrance. The BUND, Suzhou Creek and the lively Xintiandi are all within easy walking distance.

 


Job Summary
 
   

 

MAJOR RESPONSIBILITIES 责任概要 :

 

To serve as the main point of contact for all guest requests and needs. Senior agent is responsible for answering calls in order, recording the guest request and then pursuing the issue to a resolution. The senior agent must exhibit courteous hospitality at all times and fully own the guest issue. Most importantly the agent must coordinate the response to the guest issue and then follow up with the guest to ensure satisfaction with the result. Coordinate the shift operations in accordance to the corporate and local SOPs emphasizing guest hospitality and directing associates to work together as a team presenting themselves as professional.

 

作为处理所有客人需求的主要服务中心。资深接线员的主要职责是按规定接听电话,记录客人的要求然后尽快完成。资深接线员在处理客人要求的过程中须始终保持礼貌的态度。作为接线员,最重要的是须通过协调后给客人以答复,并且后续跟进以确保客人对处理结果满意。协调班组同事按照公司及当地工作守则热情对客,并指导其他同事团队协作以表现酒店的专业性。

 

 

 SPECIFIC DUTIES 工作任务:

 

General具体标准:

·                     Have knowledge of hotel, hotel associates, and hotel services with hours of operations for all departments’ involved and surrounding areas. Has a thorough knowledge of guestrooms including:  locations, views, amenities, features, types, etc….

了解酒店,酒店各部门员工以及酒店各项服务设施及周边地区设施的营业及服务时间。清楚客房的相关信息, 例如位置,景色,提供物品,特色及房间类型等。

·                     Offer the hotel guests the best possible service through courteous and proper phone answering procedures through proper telephone procedures.

运用礼貌并适当的电话礼仪接听客人的电话,并对客人提出的合理要求提供最好的服务。

·                     Be an ambassador by promoting the hotel, restaurant, lounge, gift shops, etc.作为酒店,餐厅,酒吧及礼品部等开展的促销活动的代表。

·                     Be able to give accurate directions and information regarding the immediate and metro area.

能向客人提供准确的地铁乘坐指示及信息。

·                     Handle all emergencies according to established procedures.

能运用相关程序处理所有紧急事件。

·                     Ensure all customer complaints are recorded in the Guest Response Program in a timely and directly professional manner.

本着及时坦率的专业态度,确保所有客人的投诉都被记录于客户回访项目中。

·                     Ensure all guests experiencing a problem receive an immediate response along with satisfactory resolved, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner. Practice empowerment!

确保对客人所提出的问题都能给以及时满意的答复,以及时和专业的态度完成对客人的承诺并能后续跟进。付诸于行动!

·                     Ensure all individuals designated for follow-up are copied on incident reports and any other pertinent information available.

确保对所有个人被委托进行的后续跟进都做好相关记录,并附有所有与之相关的信息。

·                     Each associate is expected to carry out all reasonable requests by the management, which the associate is capable of performing.

要求每一个员工在其能力范围内执行所有合理的经营决策。

·                     Constantly updates himself/herself with local activities and current events in order to provide guests with information.

对本地所举办的各项活动及会议信息保持不断更新,从而向客人提供实时的信息。

·                     To consistently practice the 20 basics.

贯彻20条服务精神基本须知。

·                     Establish a good working relationship with other departments.

与其他部门建立良好的工作关系。

·                     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。

·                     Take corrective measures where errors surface and report immediately anything out of the ordinary to the AYS Team Leader.

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领班。

·                     Oversees the operations in the absence of the AYS Team Leader.

当领班不在时须承担监督所有工作的责任。

·                     Communicate daily with Team Leader to assure consistency and pass-on of pertinent information.

每日与领班交流以保证信息一致性并传达相关信息。

·                     Conducts effective Coaching and Counselling.

制定有效的培训方案及提供培训意见。

Rooms房务方面

·                     Have knowledge of hotel rates, discounts, and how to handle each.

了解并知道如何处理与酒店房价和折扣相关的问题。

·                     Have working knowledge of reservations and Fidelio procedures. Know cancellation procedures and walk procedures.

了解与预订和酒店所用管理系统相关的工作知识。了解取消预订以及订预定的程序。

·                     Handle all wake-up call requests and repeat information to the guest to ensure proper handling of wake up calls in the morning.

处理所有叫醒服务要求,并向客人重复相关信息以确保早上能准时叫醒客人。

·                     Set wake up clock or input as requested as they come in.

及时地为客人设定其所要求叫醒闹钟。

·                     Take changes on incoming collect calls or any calls not received by the accounting system and post them in Fidelio.

灵活应对来电,并能将未被记录入客人房帐中的电话费用输入相应房间。

Additional Responsibilities其他职责

·                     Handle fax and messages per outlined procedures.

按照程序处理客人的传真和留言。

·                     Attend all scheduled departmental meetings.

参加每月部门会议。

·                     Timely submission of assigned projects by supervisor or management.

及时完成领班及经理委派的任务。

·                     Maintain cleanliness and neatness of work area.

保持工作环境的干净整洁。

·                     Be familiar with and follow all hotel safety and accident prevention procedures.

熟悉并遵守酒店安全防卫条例。

·                     Handle all telephone maintenance and installations accordingly.

处理所有电话维修及安装事宜。

·                     Maintain close control and inventory of supplies and equipment Everything in Working Order (EIWO).

监管并保证所有供应品及设备都完好无损。确保所有物品都能正常使用。

·                     Understand and adhere to budgeted wage and hour limitations for staff.

了解员工薪酬待遇,并遵守工作时间。

·                      

 

Training培训计划

·                     Implement the proper training program and control the training of the staff to top efficiency and in accordance with Marriott policies.

参加相关培训课程,帮助培养符合万豪标准的高品质的员工。

·                     Provide job descriptions and help team leader updated training manual.

制定工作描述,并能帮助领班更新培训手册。

·                      

 

 

JOB SPECIFICATION职位要求 :

 

Profile of Competency

工作能力:

·         Preferably with service experience in relevant industry有在相关行业工作的经验。

·         Preferably experience with any PMS programs有处理PMS系统的经验。

·         Adaptability and willing to grow with the company适应并愿意与公司共同成长。

·         Positive and cheerful disposition积极乐观的性格。

Language

语言能力:

·           Able to converse in English fluently英语流利

Education

 教育:

·         Preferably secondary level qualification高中及以上学历。

Job License

资格 / 等级证:

·          

 

 

 

NOTICE 注意 :

 

The hotel business functions seven days a week, 24 hours a day.  All associates must realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift as business demands. 同事須明瞭酒店是每周七天、每天二十四小时运转的行業。因應工作需要,上班的班次会随时相應调動。

 

Management reserves the right to make changes to this job description at its sole discretion and without advance notice. 管理層保留在没有提前通知的情况下对工作描述变更的权利。

 

 

I have read and received a copy of the above description and fully understand that violation of any of the stated responsibilities and duties is grounds for disciplinary action.

 

我已阅读及接收到上述的工作描述。我完全明白违反规定的职责将受到训诫。

 
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Requirements

See description

Job type
Full-time
Location
Shanghai, China
Department
Rooms division
Starting in
As soon as possible

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