礼宾部实习生

MAJOR RESPONSIBILIES 责任概要:

Responsible for ensuring that the guest is welcomed and that his/her luggage and other immediate needs are cared for. Direct responsibility for carrying the guest's luggage to and from the assigned room, and for ensuring that the guest is property settled in a room, according to standards.

确保殷勤待客、态度热情、协助客人的行李并对其他客人提出的要求全力予以满足。直接负责搬运行李至指定的房间，或从指定房间搬出，确保根据服务标准照顾客人进入房间。

SPECIFIC DUTIES 工作任务:

1. Assist guest with luggage/baggage.

协助客人的行李。

2. Answer bell stand phone within 3 rings by using proper phone etiquette.

3声铃声之内接起行李台的电话并使用标准的电话接听问候语。

3. Responsible of delivering items required by the guest to guest room or other locations.

确保客人的物品被准确地搬运到客人的房间或者其它地点。

4. Complete all required checklists per shift (e.g., daily checklist, valet list, check out log, etc.).

完成所有本班次礼宾部工作检查表。（例如：每日工作检查表，行李房检查表，退房记录等等）

5. Ensure timely delivery/retrieval of all luggage, packages, etc. either checked or left at concierge.

确保及时准确的处理行李、包裹或者其它物品的寄放和提取。

6. Be very knowledgeable about the rooms and their locations, services and facilities of the hotel.

掌握酒店房间设施、位置、各餐厅和其他设施的服务项目、营业时间等。

7. Have a solid understanding and able to give accurate directions to local attractions, restaurants. Being able to offer and arrange car rental, airline and train tickets, office services, beauty and barber services, baby sitting and arranging presents, repairs and shopping for the guests.

熟悉当地的旅游景点、餐厅信息。协助客人租车、预定飞机票、火车票、提供办公室服务、提供美容理发店信息、照看小孩服务、安排礼物、修理物品以及提供商场购物的信息。

8. Arrange and store luggage carts safely. Extreme care and proper loading habits for protection of guest property should be taken when carts are in use.

安全地使用行李车。在使用行李车运送客人物品时要小心搬运和码放以确保客人的物品不被损坏。

9. Maintain post by hotel reader board and in front of bell desk when not assisting a guest. In the absence of a door attendant, perform duties of that position as well, including monitoring the main entrance.

酒店海报板不用时要及时维护和保养。如果门童不在接替门童的工作，同时监控酒店入口。

10. Ensure cleanliness and neatness of work area using free time for cleaning.

确保工作区域的清洁，并合理安排时间清洁工作区域。

11. Each associate is expected to carry out, within their capabilities, all reasonable requests by management.

根据每个员工的能力安排工作以确保管理层的任务准确完成。

GENERAL RESPONSIBILIES职责描述：

1. Be well groomed and conform with the hotel's dress code.

根据酒店的标准打理仪表仪容，保持良好的形象。

2. Be informed about daily operations and events.

了解当日的运作状况和会议活动。

3. Be highly visible during extraordinary events.

确保酒店大型活动时在大堂待命。

4. Be familiar with sales strategies; communicate daily with reservation sales.

了解酒店的市场战略；每日保持与预定部的良好沟通。

5. Develop a thorough knowledge about all brands in Marriott's portfolio.

掌握万豪集团所有品牌的知识。

6. Know all frequent customers and be familiar with their special requests. Ensure that their needs are met.

掌握酒店常客的信息和特殊要求。确保客人的要求得到满足。

7. Be familiar with cultural differences and know correct behaviour for each culture. Also know the different protocols and etiquette.

了解文化差异并且行为得当。了解其他文化的礼节礼仪习惯等等。

8. Be knowledgeable about all emergency plans and know how to act upon them.

掌握酒店的应急管理程序并熟练操作。

9. Report any unusual occurrences immediately to the front office manager

如有任何异常状况出现立刻向前厅部经理报告。

10. At all times strive to represent Marriott in the most professional and courteous manner.

时刻保持专业和礼貌的形象以展现万豪集团的企业形象