Front Office-Executive Floor Agent

[{{ $ctrl._job.status.name | translate}}] Front Office-Executive Floor Agent
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 FUNCTION 主要 :

 

Greet and serve the guest by Marriott standards of food and beverage quality, and in a gracious and professional manner. Display aggressive hospitality through positive personality with both guest and fellow associates. Take pride in all facets of service with a clean professional appearance and keep a sparkling clean dining room at all times. Always greet guests with a smile.  Be warm and friendly and ensure the Marriott’s Six Principles of Hospitality are practised all the time. 

协助部门主管及经理顺利的完成每日工作。确保所有客人能够快速的入住及退房。面对客人时总是面带微笑。每时每刻能够热情的,亲切的做好本酒店的六项原则。

 

MAJOR RESPONSIBILITIES 責任概要 :

1.        Report to work on scheduled days at the scheduled time.

            根据班表准时上班

 

2.                   Follow all safety policies to ensure a safe work area.

根据安全工作守则安全工作

 

3.                    Check out with your supervisor before leaving your station or the floor for any reason.

不可私自无故离岗

 

4.                   Comply with the “clean as you go” policy.

遵守时刻保持清洁原则

 

 

SPECIFIC DUTIES 工作任務 :

1.                    Enrol guests in Marriott Rewards programme.

争取每位客人能够成为MARRIOTT 集团的会员

 

2.                   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 

 

3.                    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

      

 

4.                   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 

 

5.                    Check the newspapers and magazines are updated. Read log book, follow up file and ensure everything in order.

及时更新报纸和杂志,做好交接班工作

 

6..     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

            确保提供给客人以下服务项目:

            a) 提供商务中心的服务项目

            b)       提供礼宾部的服务项目

            c)       确保客人的房间设施设备满足客人的要求

            d)       确认将来的预定和相关信息 

 

7.             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

 

8.             Monitoring and confirming time of departure with all due out guests and prepare for guest checking out at the Executive Lounge.

            在客人退房当天,与客人确认离店时间并准备好客人的账单

 

9.            Performing cashiering duties, e.g. post in charges, foreign currency exchange, checkout by cash or credit cards and selling of gift vouchers

            认真做好每日前台工作,如:收费,外汇兑换,现金结账,信用卡结账及使用兑换券结账

 

10.        Preparation for breakfast and cocktails daily and ensure food quality and service is maintained at the best for total guest satisfaction.

准备每日的早餐和晚间鸡尾酒会,确保食物及服务的质量,做到让所有客人都满意而归

 

11.        Check your station, prior to opening, for cleanliness of tables and chairs, proper set-up of salt and pepper, sugar, flowers, lamp, clean cutlery and glassware.

             检查工作台,做开档前的准备工作,清理桌椅,正确摆放盐,胡椒瓶,糖缸,

             花瓶,灯饰等,清洁餐具和玻璃器皿。

 

 

12.        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。

 

13.    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。

        

14.   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。

 

15.     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。

        

16.         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。

 

 17.    Do food and beverage inventory daily and update the filing document at the        same time.

每日计算食物及饮料的消费量,更新系统纪录。

 

18.         Study and follow the Associate’s Training Manual.

学习并实践员工培训计划。

 

 

19.      Any other duties as may be assigned from time to time.

其他职责将被及时更新

 

 

 

JOB SPECIFICATION職位要求 :

 

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。

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

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

Language

語言能力:

·         Demonstrated communication skills. Fluently in English and Mandarin

·         熟练标准的的英语和普通话

Education

教育:

·         Minimum graduated from college.

·         大专以上学历

Job License

資格 / 等級証:

·         N/A

 

 

 

NOTICE 注意 :

 

The hotel business functions seven days a week, 18 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、每天十八小时运转的行業。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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