Marriott International
礼宾部实习生
岗位职责
职责义务
Greet all arriving and departing guests with a smile and eye-contact （Five Steps and ten Steps）. 用微笑和目光（五步和十步法则）接触问候所有抵店和离店的客人。
Deliver and collect baggage for arriving and departing guests and groups. 为抵店和离店的客人/团体收送行李。
Give guest an introduction to the facilities in the guest room, i.e. air conditioning control, light switches, Safety box, TV, telephone, wardrobe, etc. when rooming the guest. 为所有住店客人介绍客房设施，例如：空调控制，电灯开关，保险箱、电视，电话，衣橱等。
Deliver messages and handles requests and questions from guests. Check closets and drawers to see if guest have forgotten items when collecting luggage. 在收取行李时检查壁橱和抽屉确认客人没有遗留物品。
Deliver mail, faxes, messages, packages, flowers etc promptly to guest rooms. 迅速地把邮件、传真、留言、包裹、鲜花等送到客房。
Log all deliveries to guest rooms. 登记所有递交给客人的物品。
Deliver any in-house items or papers to various departments in the hotel. 为酒店各个部门传递用品和文件。
Run errands for guests when requested. 当需要时完成客人的吩咐。
Give careful attention and assistance to disabled guests. 给予残疾客人以特别的关注与帮助。
Be neatly groomed at all times. 随时保持整洁的外表。
Accept baggage that guest may wish to keep in storage, issues claim ticket and record in the Record Book accordingly. 接受客人要寄存的行李，交给客人行李寄存卡，并相应地在记录本上登记。
Have thorough knowledge of all hotel facilities and hours of operation, to be able to respond to guests’questions correctly. 熟悉酒店所有设施、营业时间，能够正确回答客人的提问。
Answer the telephone promptly and courteously. 迅速地、彬彬有礼地回答客人的电话。
Maintain operating equipment in good working order. 维持营业设备良好的工作状态。
Keep working areas neat and tidy at all times. 随时保持工作区域的干净与整洁。
Identify VIPs, Marriott Bonvoy, regular and long staying guests and build rapport to offer personalized service and assistance. 认知贵宾、万豪旅享家顾客、回头客和长住客人并提供个性化的服务。
Cultivate good working relationships with inter-related departments. 与有内在联系的部门建立良好关系。
Undertake assignments as delegated by your superiors. 完成你上级委派的任务。
Deliver high quality service to guests. 向客人提供优质服务。
Ensure guest needs and reasonable requests are met. 确保客人需求和合理要求被满足。
Seek opportunities to continually improve guest service. 不断地寻找提高对客服务的机会。
Promote the hotel and Sheraton products and services. 促销酒店与喜来登的产品与服务。
Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests. 确保对产品和服务的全面了解以便于向客人解释和销售服务和设施。
Assist in keeping the lobby area clean at all times. 协助保持大堂区域任何时间的高度整洁。 Job Summary 岗位概述： Handle guest requests and takes personal responsibility to meet the requests. 处理客人要求并以满足其要求为己任。 Duties & Responsibilities 职责义务：
任职要求
Greet all arriving and departing guests with a smile and eye-contact （Five Steps and ten Steps）. 用微笑和目光（五步和十步法则）接触问候所有抵店和离店的客人。
Deliver and collect baggage for arriving and departing guests and groups. 为抵店和离店的客人/团体收送行李。
Give guest an introduction to the facilities in the guest room, i.e. air conditioning control, light switches, Safety box, TV, telephone, wardrobe, etc. when rooming the guest. 为所有住店客人介绍客房设施，例如：空调控制，电灯开关，保险箱、电视，电话，衣橱等。
Deliver messages and handles requests and questions from guests. Check closets and drawers to see if guest have forgotten items when collecting luggage. 在收取行李时检查壁橱和抽屉确认客人没有遗留物品。
Deliver mail, faxes, messages, packages, flowers etc promptly to guest rooms. 迅速地把邮件、传真、留言、包裹、鲜花等送到客房。
Log all deliveries to guest rooms. 登记所有递交给客人的物品。
Deliver any in-house items or papers to various departments in the hotel. 为酒店各个部门传递用品和文件。
Run errands for guests when requested. 当需要时完成客人的吩咐。
Give careful attention and assistance to disabled guests. 给予残疾客人以特别的关注与帮助。
Be neatly groomed at all times. 随时保持整洁的外表。
Accept baggage that guest may wish to keep in storage, issues claim ticket and record in the Record Book accordingly. 接受客人要寄存的行李，交给客人行李寄存卡，并相应地在记录本上登记。
Have thorough knowledge of all hotel facilities and hours of operation, to be able to respond to guests’questions correctly. 熟悉酒店所有设施、营业时间，能够正确回答客人的提问。
Answer the telephone promptly and courteously. 迅速地、彬彬有礼地回答客人的电话。
Maintain operating equipment in good working order. 维持营业设备良好的工作状态。
Keep working areas neat and tidy at all times. 随时保持工作区域的干净与整洁。
Identify VIPs, Marriott Bonvoy, regular and long staying guests and build rapport to offer personalized service and assistance. 认知贵宾、万豪旅享家顾客、回头客和长住客人并提供个性化的服务。
Cultivate good working relationships with inter-related departments. 与有内在联系的部门建立良好关系。
Undertake assignments as delegated by your superiors. 完成你上级委派的任务。
Deliver high quality service to guests. 向客人提供优质服务。
Ensure guest needs and reasonable requests are met. 确保客人需求和合理要求被满足。
Seek opportunities to continually improve guest service. 不断地寻找提高对客服务的机会。
Promote the hotel and Sheraton products and services. 促销酒店与喜来登的产品与服务。
Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests. 确保对产品和服务的全面了解以便于向客人解释和销售服务和设施。
Assist in keeping the lobby area clean at all times. 协助保持大堂区域任何时间的高度整洁
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