Guest Services Associate I

[{{ $ctrl._job.status.name | translate}}] Guest Services Associate I
Sheraton Yantai Golden Beach Resort

Posted

Job description

At Sheraton, we go above and beyond in everything we do. We are inspired by our guests and one another – and are driven to make things better. We love what we do, and we give it all we’ve got – on property and off. When guests stay with us, it’s not just a room with a bed that they’re buying. It’s an experience. We’re looking for someone who is ready to go beyond in everything they do. If you are someone with a genuine drive to improve your life and the lives of those around you, we encourage you to explore careers with Sheraton.
Job Summary
 
     Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room. Advise guest of messages. Clear departures in computer system. Coordinate with Housekeeping to track room status and guest concerns. File guest paperwork or documentation. Operate telephone switchboard station. Run and check daily reports, contingency lists, and credit card authorization reports. Supply guests with directions and information. Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests' satisfaction. Arrange transportation for guests/visitors. Count and secure bank at beginning and end of shift. Cash guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change. Notify Security of any reports of theft.
 
     Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees. Comply with quality assurance standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
 
 

1.   礼貌和友好地接听所有的来电, 并负责准确的接转

2.   持续一贯地遵循烟台金沙滩喜来登度假酒店的政策和程序,礼貌地接听电话

3.   接听客人的电话并亲自采取行动去完成客人的要求

4.   回答客人的电话询问,不要将电话接转至有关部门

5.   负责“客房送餐”高效地为客人提供服务,提供建议性选择和推荐

6.   承担前厅部其他部门的岗位职责

7.   负责准确地预约和接通客人的长途电话

8.   负责准确及时的为客人提供叫醒服务

9.   执行个性化的叫醒服务

10. 负责检查叫醒服务记录, 并在电话没有人接听时采取适当的
措施

11. 负责正确传呼饭店人员

12. 充分了解饭店的语音信箱系统,并帮助客人和来电者使用该系统

13. 像对待分配的任务那样对待其它相关任务以提高整体效率

14. 及时报告错误

15. 充分了解饭店设施和营业时间, 确保正确回答客人的问题

16. 了解饭店的日常事务

17. 充分了解紧急事件处理程序,例如火警, 警报,疏散,轰炸,恐吓等等

18. 随时保持工作区域的清洁和整齐

19. 培养部门间良好的工作关系

20. 识别贵宾,万豪优先顾客,常规客人和长住客人并且亲善地提供个性化的服务和帮助

21. 迅速处理“宾客服务”并跟踪确保客人完全满意

22. 按照上级的指示完成任务

23. 提供优质对客服务

24. 确保顾客需求和合理要求被满足

25. 不断寻找机会发展对客服务

26. 采取合适的行为解决客人投诉

27. 促销饭店与万豪的产品与服务

28. 保持对产品与服务的高度了解以便于向客人解释和销售服务与设施

29. 坚持饭店安全制度、紧急情况处理规定和程序

30. 保持维护所在工作区域的高度整洁

31. 在工作中遵循万豪明星服务标准

32. 按照烟台金沙滩喜来登度假酒店的标准保持良好仪表仪容和个人卫生

执行上级主管交给的其它任务

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
Fulltime job
Location
Fushan Qu, Yantai Shi, China
Department
Rooms division
Starting in
As soon as possible

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