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Marriott Clerk-Front Desk in Zhuzhou, China

Job Number 20064335

Job Category Rooms and Guest Services Operations

Location Zhuzhou Marriott Hotel, No. 160 Longxing Road, Zhuzhou, Hunan, China VIEW ON MAP

Brand Marriott Hotels Resorts /JW Marriott

Schedule Full-time

Position Type Non-Management/Hourly

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Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

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.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.

Job Summary

  • Handle all duties according to hotel policies, procedures, internal rules and standards. 处理所有的工作都要依照酒店政策,程序,内部规定及标准。

  • Be knowledge about daily hotel operations, check daily even sheet, bulletin boards and be up to date with all changes, new procedures and events. 了解日常酒店的运作,检查电子公告牌并更新的所有程序以及宴会信息。

  • Get a daily briefing about extra ordinary events to effectively deal with all foreseen situations on a daily basis.在每日例会中了解额外的事件,以便快捷的处理所有可能发生的情况。

  • Have knowledge about room rates, packages, discounts and promotions and know how to handle each.掌握房价,包价,折扣和促销的所有信息,并知道如何去处理。

  • Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel.掌握客人房间,位置,客房礼物,特色以及酒店提供的所有其它的服务。

  • Strictly follow all cash handling and banking procedures to check out all customers efficiently. 在为客人提供快捷结账的同时严格遵守财务及银行的各项规定。

  • Operate MARSHA and OPERA well and able to use key card system, trouble shoot basic guest key lock issues. 熟练的使用MARSHA和OPERA系统并会使用钥匙系统,以及可以处理的处理客人钥匙的基本问题。

  • Perform guest registration and room assignment and accommodate special requests of all customers. 完成客人的登记入住,房间分配以及协调所有客人的特殊要求。

  • Be knowledgeable about Marriott Rewards, Club Marquis and other frequent traveller programs. Participate and contribute in Marriott Rewards sign-up program; ensure accuracy and activation rate meet brand goal.了解万豪积分兑换,及其它的常客计划。参与并积极的推广万豪礼赏计划,确保正确率和活动率达到集团目标。

  • Know how to follow hospitality guidelines.知道如何遵循服务的基本方针。

  • Answer phone calls according to standard by using proper telephone etiquette and within three rings. 在三声之内按标准接听电话并使用正确的电话礼仪。

  • Know how to operate safety deposit box. 了解如何使用保险箱。

  • Ensure the cleanliness of the front desk and back office area at all times. Utilize spare time for cleaning.确保前台和后台办公室区域的整洁。利用剩余时间去清洁。

  • Assist all guests in problems and questions as required. Ensure that all guest problems are resolved by using Marriott L.E.A.R.N Model.必须帮助解决所有客人的问题和询问。确保解决所有客人问题都要依照万豪 L.E.A.R.N模式。

  • Take action to participate in hotel incentive program. Familiar with hotel sale strategy. Do not violate “Look No Further Best Rate Guarantee”.积极的参与酒店激励计划。熟悉酒店销售策略。不可以违反“最优惠价格保证”。

  • Be flexible in regarding to work schedule. Have a solid understanding of hotel operations. Assist fellow associates when necessary to get all jobs done on time.灵活的安排工作计划。很熟悉的了解酒店的运作。协助同事按时完成所有工作。

  • Ensure proper charge is posted to guest credit card when check out; provide guest with a zero balance invoice. 结账时确保在客人的信用卡上收取正确的费用;为客人提供余额为零的账单。

  • Bank out at the end of each shift by following the blind drop procedure strictly. The front desk manager/shift supervisor will always verify the shift closing and enter the drop in the system.每班次结束时严格遵守投账程序平账。前台经理/主管检查班次的账目并输入到系统中。

  • Be disciplined at all times, stand alert and tall at the front desk, greet guests immediately and offer assistance before the guest needs to ask. Focus your total attention to the customers.时刻遵守前台纪律并保持警醒及时问候客人,在客人未开口之前为之提供帮助。集中所有的注意力在客人身上。

  • Be familiar with AM, PM and overnight daily check list to ensure smooth daily operations.熟悉早班,中班和夜班的检查表以确保运作的正常。

  • Be aware of the hotel VIP / repeat guest / long-staying guest / high value guest and pay special attentionto make the guest have a memorable stay.知道酒店的贵宾/回头客/长住客/重要客人并给予特别的关注,以让客人拥有一个难忘的入住经历。

  • Maintain the guest information and ensure proper input in the PSB system.保留客人信息并确保正确的输入到PSB系统。