Front Office-Assistant Front Office Manager

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.

Desired profile

Qualifications :

JOB SUMMARY

MAJOR RESPONSIBILI TI ES 責任概要 :

Leading for the Front Desk team in order to achieve better service standards in terms of guests and associates satisfaction. Ensuring the department is well maintained and in keeping with the company's integrity and image. Organising adequate/more training for all associates in Front Desk for individual ‘self' improvement. Ensure associates are practising a balanced work/life schedule. Maintain neutral at all times, and strongly adhere to Marriott's Guarantee Fair Treatment.

Areas of jurisdiction will be the Front Desk.

监督领导整个前台团队的工作，在取得客人和员工双方满意回应的前提下，达到更好的服务标准。确保整个部门得到良好的运转与维护，保持其符合整个酒店品牌的正面形象。为所有前台员工建立组织充足的培训计划使其能够得到良好的个人发展。确保员工的工作与生活处于健康平衡的状态。坚定地遵循万豪的公平对待原则时刻保持公平中立的态度。

SPECIFIC DUTIES 工作任務 :

1. Ensure daily operation is smooth and is manned by sufficient manpower at all times.

时刻确保部门配以充足有效的人力，领导部门的日常运转顺利平稳的进行。

2. Be aware of the duties and responsibilities of all associates in order to better lead the section.

清楚地了解所有员工应承担的职责与义务，更好地领导监督整个部门。

3. Ensure all associates abide by the policies and procedures of the department hotel.

确保所有员工履行并服从部门和酒店的方针政策与程序。

4. Checking on condition of equipments in the Front Desk area (especially lobby areas), and ensuring all in working condition and up to standard to maintain our corporate image.

检查酒店（尤其是大堂）的所有设备装置的运行状况，确保其正常无误地工作，达到应有的标准，以维护酒店的公众形象。

5. Purchasing of department's stationary and equipment when required.

订购部门所需的设备和文具等相关用品。

6. Monitoring occupancy of the day in order to have a better control over total rooms' inventory.

时刻观察注意当日入住率的变化以便更好地操作酒店房间的控制与管理。

7. Ensure all guests are enrolled in our Marriott Rewards Programme upon check in

确保每一位客人都有机会参加万豪礼赏计划。

8. Checking on the scouting of Guest Satisfaction Survey daily.

检查监督客人满意度调查表的日常收集情况。

9. Checking on daily log entry in the incident book to ensure all matters are resolved promptly and according to guidelines given by supervisors.

检查事故发生记录本中的详细日常工作日志，根据部门主管的引导，确保所有发生事件都得到迅速且正确有效的处理和解决。

10. Monitor purchases of the department and ensure monthly expenditure is in line with budget.

持续检查监督部门的采购情况，确保部门的月支出控制在预算之内。

11. Reviewing of repeat guests' gifts and to ensure the quality is up to standard.

复查为回头客人准备的礼品，确保质量达到应有的标准。

12. Reviewing and fine tuning all policies and procedures for the department as and when required.

不断回顾，必要时及时更新所有的部门方针政策和程序，使其符合部门不断发展的要求。

13. Dealing with associates appraisal and supervisors ‘Supervisor Performance Process'.

处理完成所有的员工及主管的表现评估。

14. Maintain effective service in line with the hotel's corporate image

为客人提供有效的服务并保持其酒店团队形象的一致性。

a) Company's Grooming Standard

酒店仪表标准

b) Standard Operation Procedures

标准工作程序

c) Departmental Policies

部门方针政策

d) Corporate Policies

酒店方针政策

15. Monitor and encourage associate for room upsell program and achieve business

goal yearly.

督导和鼓励员工进行房间促销销售,完成每年的商业目标。

16. Ensure all PSB input and files correctly and timely.

保证宾客登记输入准确及时。

17． Attending departmental meetings or any other meetings as assigned by the management.

按时参加本部门和酒店管理部门召开的相关会议。

18． Conduct training classes not only for Front Office but Hotel wide to better equipped and groom associates when out front with guests.

指导本部门和酒店其他相关部门的员工的培训工作，保证员工以良好的服务及精神面貌接待客人。

19． Handling of overbooked situations and to liaise with Sales Department on the Walk List whenever necessary.

处理超额预定的情况，必要时与销售部联络沟通。

21． Request for guest to fill up our GSS forms upon check out.

建议客人在退房时完成酒店的客户满意度调查表。

22. Knowing all emergency procedure at all times.

熟练掌握突发事件处理过程。

22. Have departmental meetings at least once a month to ensure all associates are performing their job smoothly with sufficient working tool and that everyone is treated fairly in all area and speak up whenever there are concerns

每月至少开一次部门会议，确保所有员工都有充足的工作资源来完成工作，每个人都被公平对待，并说出其疑问。

23. Establish effective 15-minute training and briefing with associates prior to reporting to stations

建立有效的15分钟培训，并与其他同事交接相关事宜。

24． Have a thorough knowledge of hotel fire regulations and policy reports

safety programs, and what the direct duties are in relation to each. Ensure that all associates are properly trained to these procedures

全面了解酒店的消防程序，报警程序，安全守则，并清楚其相关负责人。

保证所有同事都参加此类培训。

25. Have accurate and complete guest assistance information available regarding events taking place in town, restaurants, athletic events, etc

能向客人准确及时的提供在当地，餐厅，运动场馆等所举行的宴会活动的信息。

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

承担其他实时被委派的职责。

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。

· 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 語言能力:

· Able to converse in English fluently

英语流利

Education 教育:

· Preferably ‘O' Level qualification

大学专科及以上学历。

Job License

資格 / 等級証:

· N/A

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.