Offers “Marriott”

Expires soon Marriott

Front Office - Front Desk Supervisor

  • Shanghai, China

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 FUNCTION & RESPONSIBILITIES: 主要职能与职责:

To supervise Front Desk associate to ensure that they are adhering to all hotel policies, procedures, regulations and standards, while striving towards total guest satisfaction. To ensure that Front Desk operations are working in a professional manner at all times including a day to day supervision of the team. Ensure that the Front Desk is running smoothly and provides courteous and efficient service to guests. Will perform Front Desk associate and cashier responsibilities and duties when assigned, and assume desk manager's responsibilities when needed. To train Front Desk associates on a daily basis, on-the-job and 15 minutes training. Assist the FDM in all areas to ensure a correct and smoothly-operating department.

管理前台员工以确保他们了解酒店所有的政策、流程、规定和标准,并且努力获得所有客人的满意。确保前台的运行在任何时候都是专业的,包括日以夜继的团队管理。确保前台顺利操作,并且提供给客人有礼貌、高效的服务。当前台员工和收银员被分配工作时应表现出责任感,当需要的时候也要承担前台经理相应的责任。根据每日要旨和15分钟在岗培训来培训前台员工,以帮助前台经理在任何地方都可以确保部门顺利正确的运行。

SPECIFIC DUTIES: 具体职责:

1. Staff Management员工管理

a. Hold a pre-shift meeting with associate prior to reporting to stations.

在每个班开始之前,给员工召开班前会通报信息。

b. Be prepared for each daily activity and review any variations with manager and associate.

准备每日酒店最新动态,并及时与经理和员工沟通确保任何的变动。

c. Ensure work shifts are covered with adequate staffing during peak periods and when there is high occupancy.

确保在高入住率期间每个班次有足够的员工上班工作。

d. Ensure all associates are aware of role and responsibilities and operate within their guidelines.

确保所有员工明确职责所在,并按规章制度工作。

e. Consistently document variations in associates performance including coaching, counseling and appropriate disciplinary action in such cases.

制定员工的行为准则,在类似的事件中训练与辅导员工采取适当有序的行为。

f. Ensure associate is properly groomed and wear clean uniform including name tag at all times. Carry the Basic card and know the Basic of the Day.

确保员工每天妆容得体,穿着干净整洁的制服,佩戴名牌,随身携带每日要旨卡并知道每天的工作要旨。

g. Ensure department cleanliness is maintained at all times.

确保前台区域每天的环境整洁。

h. Each associate is expected to carry out all reasonable requests by management, which the associate is capable of performing.

每个员工应完成管理人员所下达的合理要求,并胜任该工作。

i. Maintain efficiency in the operation of the associate in a high standard of quality of service and courtesy, bringing total satisfaction to our guests and the hotel.

高效保持员工的高质量服务,让客人对酒店带来更高的总体满意度。

j. Maintain close control and inventory of uniforms, supplies and equipment on hand.

确保工作的设备、资源的管理及流失。

k. Assist with the preparation of weekly schedules in accordance to guest needs and associate availability.

根据客人的需求和员工的可用性来安排每周的工作计划。

l. Conduct frequent hospitality audits to ensure the associate are conducting themselves in the manner appropriate for the department. Ensure Service Excellence Standards are in place.

通过经常地礼貌热情行为的检查来确保员工是否有的题的行为,确保优质的的服务标准。

m. Maintain a complete and accurate set of logs (pass-on, management schedule, emergency procedures, etc)

保证有一套完整,精确地记录格式。(例如,管理计划,紧急突发事件流程等)

n. Maintain a good working relationship with the associate and other departments.

与前台员工和其他部门保持良好的工作关系。

o. Determine the requirements for, and the follow-up on, special groups or VIPs.

为VIP或有特别需求的团队制定特定的要求,并及时跟进。

p. Constantly stress to the associate that they are the most effective tools in merchandising the hotel. Establish a “sales pitch” for the associate to use when assisting guests.

不断和员工强调,他们是酒店产品中最有效的工具,在员工心中建立起,在帮助客人过程中,他们是“最有效的销售者”的理念。

q. Ensure all guests experiencing a problem receive an appropriate response, any promised compensation is delivered and all guest receive appropriate follow up in a timely and professional manner.

确保所有客人反映的问题都能得到有效的回应,客人能及时得到我们专业及有礼的赔偿。

r. Establish effective communication with associates to gain their trust and respect.

与员工建立起有效的沟通,以得到他们的信任与尊敬。

s. Maintain fair and consistent counseling and/or disciplinary procedures in accordance with Marriott's Guarantee of Fair Treatment Policy.

按照万豪的公平对待原则,始终保持公平、一致的评判原则。

2. Train 培训

a. Ensure all associates are safety conscious and trained in safe work practices.

确保所有的员工具有安全意识并有安全工作的培训联系。

b. Assist with implementation of an effective training program for new and current associates using training matrix, menus and appropriate reference manuals.

按照现有员工所使用的培训模板及员工喜好,积极开展有效的培训计划。

c. Assist with implementation of proper training program and control the training of the associate to top efficiency in accordance with Marriott policies

按照万豪政策,开展适当的培训课程,使员工得到更高效的培训。

d. Encourage problems solving by associates through proper training and empowerment.

通过合理的培训和适当的授权,鼓励员工独自解决问题。

e. Provide job descriptions and an updated training manual.

提供职位描述和培训的更新。

f. Have a thorough knowledge of hotel fire regulations and policy, accident reports, safety programs, and what the direct duties are in relation to each. Ensure that all associates are properly trained in these procedures.

完全熟知酒店的防火规章制度,特殊事件报告,安全项目并了解每个事件的直接责任人。确保所有员工在这些流程中得到适当培训。

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

准确了解客人所需帮助的信息,比如城中发生的事,餐厅,运动会等。

h. Assist with facilitating departmental training modules. Continually monitor, evaluate and revise training content to reflect changes in the process and address the needs identified by associates and your manager.

制定培训计划模板,在培训过程中不断改进、评估、修改培训内容。

i. Follow up regularly with Front Desk Managers regarding the Front Desk process and the performance of their department responsibilities along with the department's function.

根据部门职能以及员工的部门职责,随时和前台经理跟进前台员工的培训进程

3. Administrative 行政

a. Assist Front Desk Managers with monthly department meetings.

协助前台经理召开部门月度会议。

b. Establish goals and objectives to improve the department.

制定目的和目标,以提升部门。

4. Additional Responsibilities

a. Responsible for the efficient and professional running of the Front Desk, including relationships with other departments.

有责任确保前台有效和专业的运行,包括和其它部门的良好沟通。

b. Ensure smooth check-in and check-out of all guests, through properly handling guest accounts.

顺利完成客人的入住和退房,处理客人的账单。

c. Deal with any guest requests and problems and satisfy their needs within acceptable guidelines.

解决任何客人的问题及满足他们的需求。

d. Lead by example: Provide a gracious and aggressive hospitality towards all customers. Be highly familiar and adhere to all policies, procedures and standards.

通过实例学习,怎样更殷勤好客地对待客人,更加熟悉酒店的规章制度和流程。

e. Recommend to the Management changes in procedures likely to improve the standard of services.

提供好的建议给管理层例如如何更好地提供服务。

f. Responsible to up sell the hotel rooms and facilities and achieve the highest possible occupancy.

有责任去销售酒店的客房和设施以获得尽可能高的客房率。

g. Keep update and necessary information of Hotel and city to answer or provide services to inquiry guests.

更新酒店和城市的最近讯息以确保能够提供给需要帮助的客人。

h. During peak hours, be at the Front Desk to ensure efficient and smooth service is provided to all customers.

在繁忙的时候,确保前台员工提供有效地服务给客人。

i. Create a productive and positive atmosphere at the desk; have a good relationship with all associates and other departments.

在前台建立积极有效地氛围,和同事及其它部门之间有良好的互动。

j. Be problem seeker and solver. (Use the L.E.A.R.N. process)

成为问题的发现者和解决者(L.E.A.R.N模式)

k. Cash out cashiers at the end of each shift according to the blind drop procedures.

根据blind流程在每个班次结束后关帐。

l. Perform three rotating shifts (AM, PM & Night).

安排循环的班表(早班、中半和晚班)

m. Check opening house count and establish rate to be quoted during the day with the Revenue Manager and the Front Office Manager.

每天与前台经理和收帐经理查对未结账房间的账目。

n. Review discrepant rooms regularly with housekeeping department.

经常和客房部确认房态差异。

o. Ensure that all Marriott Rewards guests, VIP guest and repeat guests are identified, recognized, pre-blocked and special treatment is arranged for delivery to the room.

确保认识万豪会员、VIP会员及常住客,安排符合他们要求的房间。

p. Review credit report and take appropriate action to resolve all problems. Report any discrepancies to Front Office Manager immediately.

检查信用卡报告并通过适当的方式解决问题。报告的任何差异都需要前台经理马上解决。

q. Ensure that O-status and H-status do not carry any unusual outstanding balances.

确保坏房和自用房不会产生任何费用。

r. Complete work or special projects as assigned and make sure to meet due dates.

根据日期来完成工作和特别的项目。

s. Work together with associate on the same level, train and retrain on aggressive hospitality, technical and communication skills.

和同级员工一起有进取心地、人情好客地、专业地沟通工作和培训。

t. Check the information board, daily event sheet, and have it updated on the daily basis.

查看信息版上得内容,每天会议报表,并更新每日要旨。

u. Have knowledge about sales strategy, packages, promotions, discounts and know how to handle these and how they relate to other departments.

了解销售的策略、促销、折扣并且知道怎样处理这些和如何分享给其它部门。

v. Develop a thorough knowledge of the products, including hotel rooms, type of rooms, amenities, services of the hotel.

了解酒店产品,包括客房、房型、摆设和酒店服务。

w. Develop knowledge about frequent guests and their special requests and needs through Guestware program.

通过GUESTWARE系统来建立常住客人的特殊喜好和需求。

x. Be familiar with cultural differences in order to meet all different guests and associates needs.

熟悉文化差别以对待不同的客人和员工。

y. Be skillful with Opera and MARSHA programs.

熟练操作opera和marsha系统。

z. Be able to perform the task of Room Controller.

能够胜任房态控制员的工作。

aa. Be knowledgeable about etiquette and protocols.

了解礼节和礼仪。

bb. Be familiar with all emergency plans and be able to act upon them.

要熟知所有紧急预案,并在发生时迅速作出反应。

cc. At all times strive to represent Marriott in the most professional, courteous manner.

在任何时候都能够表现出万豪专业、殷勤的待客理念。

dd. Any other duties as may be assigned from time to time by management.

管理层能够在任何时候分配工作。

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.

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