上海招聘

MAJOR RESPONSIBILIES :
? Responsible for the efficient and professional running of the front desk, including relationships with other departments.
? Ensure smooth check-in and check-out of all guests, through properly handling guest accounts.
? Deal with any guest requests and problems and satisfy their needs within acceptable guidelines.
? Be prepared to perform all front desk functions, monitoring the supplies and maintenance of all Front Office equipment.
? Lead by example: Provide a gracious and aggressive hospitality towards all customers.
? Be highly familiar and adhere to all policies, procedures and standards.
? Assist all associates with questions, problems which might occur.
? During peak hours, be at the front desk to ensure efficient and smooth service is provided to all customers.
? Create a productive and positive atmosphere at the desk; have a good relationship with all associates and other departments.
? Act empowered and use TQM tools and guidelines - also empower all associates to provide an outstanding service by using their empowerment guidelines.
? Be a problem seeker and solver.
? Ensure that work area is always clean, neat and organized.
? Plan meetings on a monthly basis and conduct them.
? Constantly audit all desk work for accuracy and consistency. Coach and counsel staff when appropriate.
? Ensure that all supplies are well maintained.
? Bank out cashiers at the end of each shift according to the blind drop procedure.
? Be prepared to work the night shift when needed.
? Ensure and encourage all guests are enrolled in our Marriott Rewards Programme upon check in to achieve monthly/quarterly/yearly target.
? Check opening house count and establish rate to be quoted during the day with the reservations manager and the front office manager.
? Review discrepant rooms regularly.
? Ensure that all Marquis guests, VIP guests and repeat guests are identified, recognized, pre-blocked and special treatment is brought to the room.
? Determine weekly schedule, adjust according to business demands.
? Review credit report and take appropriate action to resolve all problems.
? Ensure that O-status and H status do not carry any unusual outstanding balances.
? Complete work or special projects as assigned and make sure to meet due dates.
? Work together with staff on the same level, train and retrain on aggressive hospitality skills, technical skills and communication skills.
? Know how to hire, train and develop staff.

JOB SPECIFICATION:
? Ability to deal with the public in a professional
? and courteous manner.
? Ability to communicate with all managers and
? supervisors and fellow associates.
? Ability to handle conflict situations in a
? professional manner.
? Full understanding of all services provided by and equipment used in the Guest Service.
? Mandarin
? English
? Japanese preferred
? Computer Literate
? University Degree preferred
? 5-8 years of Guest Service experience

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