上海招聘

MAJOR RESPONSIBILIES

职责概要:

Create a hospitable and professional atmosphere in lobby area to ensure total guest satisfaction. Be proactive when dealing with guests. Have sound knowledge of local areas and be updated about cultural, historical attractions as well as its locations and hours of operation. Be able to schedule the bellboy as business demands and supervise them during their working time.

在大堂创建一个殷勤好客的氛围使客人感到满意，积极主动地对待客人，熟悉当地的信息及时更新关于文化，历史景点等的地址和开放时间，代表礼宾司并负责当班班组的运作

SPECIFIC DUTIES

工作任务 :

1. Staff Management

员工管理

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

和员工召开班前会议并安排工作。

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

对所有日常活动进行准备并和经理和员工一起对任何变化进行回顾。

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

确保所有员工都清楚自己的角色和责任，并遵照公司方针进行运作。负责让所属的员工有着良好的言行举止和态度

d. Ensure associates are properly groomed and wear clean uniform and name tag at all times. Carry the Basic card during work hours and know the Basic of the Day.

确保员工在任何时候都有良好的仪容仪表，穿着干净的制服和佩戴名牌，在工作时间携带真挚关爱卡片并知道当日的真挚要点

e. Ensure department cleanliness is maintained at all times.

确保部门在任何时间都保持干净和整洁。

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

每一个合格的员工能胜任管理层所安排的合理的工作

g. 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.

使员工在工作中始终保持高标准的礼仪和服务，提高客人和酒店的满意度

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

妥善的对所拥有的制服，消耗品和工作用品进行控制

i. Prepare and post weekly schedules in accordance to guest needs and associate availability by every Tuesday of each week.

按照客人的需要和员工的情况在每周二准备和发布排班表

j. 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.

经常检查员工的工作状态来确保优质的服务质量

k. Maintain a good working relationship between associates and other departments.

保持与员工和其它部门有着良好的工作关系

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

对特殊团体和贵宾要对他们的要求进行确认及跟进

m. 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.

不断的对员工强调，他们是推销酒店的最有效的部分，建立一个推销机制， 使员工在帮助客人时可以推销酒店

n. 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.

确保所有客人遇到问题得到适当的回应，任何所承诺的补偿必须完成，用专业的方式对客人进行及时跟进

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

与员工建立有效的沟通，取得他们的信任和尊重

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

按照万豪保证公平对待的政策维护公平和一贯的原则

2. Training

培训

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

确保所有员工拥有安全意识和安全工作实践培训

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

协助为新的和在职的员工实施有效的培训计划，使用记录，菜单和相应的参考手册

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

通过适当的培训和授权鼓励员工解决的问题

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

协助实施适当的培训计划和控制员工的培训达到最高效率并按照万豪政策

e. Provide job descriptions and an updated training manual.

提供工作职责表和更新的培训材料

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.

对酒店消防法规和政策有透彻的认识，事故报告，安全计划，并直接落实到每个人，确保所有员工在这些程序有着正确的训练

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

有准确和完整的信息提供给客人如宴会的举办地，餐厅，体育赛事等等

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.

协助促进各部门的培训模块。不断监测，评估和调整培训内容，以反映在这个过程中的变化确定员工和你的经理的需求

3. Administrative

行政职能

a. Attend and assist with monthly department meetings.

参加和协助部门月度会议

4. Additional Responsibilities

其它职责

a. Supervise subordinates in running the concierge desk smoothly and up to the hotel standards.

主管及其下属应使礼宾部柜台运作顺利并使其超越酒店的标准

b. Look after the desk of Information, Bellman and Doorman.

关注礼宾部柜台， 行李员和门童

c. Assign Bellman in handling guest baggage.

安排行李员提取客人行李

d. Assign Bellman in delivering newspaper and messages.

安排行李员递送报纸和留言

e. Handle parcels received and items hold for collection.

负责包裹和物品的接收和提取

f. Assign Bellman in paging guests in lobby.

安排行李员提供在大堂提供寻人服务

g. Ensure equipments are properly used and maintained.

确保设备的正确使用和保养

h. Ensure baggage room, baggage holding area and work areas are neat and tidy. All baggage are to be arranged in the holding area.

确保行李房，行李放置区及工作区域的干净整洁。所有的行李需放在行李放置区域

i. Keep close communication with other sections regarding car arrangements.

对于车辆的安排要与其它部门和机场柜台保持紧密沟通

j. Coordinate car arrangement with Guest Service Officer.

与宾客服务主任协调关于车辆的安排

k. Be highly familiar with all emergency procedures and evacuation plans.

非常熟悉所有的紧急应变程序和疏散计划

l. Maintain and enforce all Marriott service Standards.

维护和执行所有的万豪服务标准

m. Ensure that Guest Response Process is in place and all follow-up calls are made.

确保客人的反映回复到位并有后续跟进

n. Empower to serve our guests by using the compensation guidelines.

被授权可对我们的客人按照赔偿准则服务

o. To assume any other duties & responsibilities as assign by the management.

按照管理层的安排来承担任何其他的职务和职责

JOB SPECIFICATION职位要求 :

Profile of Competency 工作能力:	1. At least 6 months same position experience. 至少6个月的相关工作经验 2. Demonstrated good communication skills. 拥有良好的沟通技巧 3. Demonstrated management skills. 拥有良好的管理能力
Language 语言能力:	Demonstrated good communication skills in English and Mandarin. 可良好的使用英语和中文进行沟通
Education 教育:	Minimum Vocational School. 职业学校以上学历
Job License 资格证	N/A.

作为亚太区***规模的万豪品牌旗舰酒店，上海雅居乐万豪酒店于2011年11月24日正式开业。傲立于繁华的城市中心，位于西藏中路，毗邻人民广场和人民公园，与各个***的文化、娱乐和购物场所近在咫尺。信步可至南京路步行街、人民公园和外滩以及人民广场地铁站（地铁1、2、8号线的交汇站）。

上海雅居乐万豪酒店拥有720间客房，在39层楼高的酒店里，宾客们还可以享受到来自5个不同餐厅的各式美味。酒店六楼设有一个豪华水疗中心，同时配备7个私密理疗室，让宾客们的身心得到放松和享受。酒店还提供25米长的室内游泳池，其中按摩池，蒸汽房和桑拿尽在设施齐全的健身房内，让宾客们荡漾在无限的愉悦和享受中。

我们将继续秉承万豪公司的核心文化，”照顾好我们的同事，同事便会照顾好我们的客人”。我们是谙熟待客之道的大师，并对此深感自豪。我们技艺娴熟，富于想象，为每位客人创造独特而难忘的体验。我们不懈追求卓越，恪守品牌创始人“以人为本”之训言，并将其升华为一门艺术。我们承诺将提供广阔的事业发展机会和全方位的培训系统，诚挚期待您的加入。

每周二下午14:00-16:00为酒店公开招聘日

联系电话：021-23129888-6605

电子邮箱：mhrs.shamc.hr@marriott.com

地址：上海市黄浦区西藏中路555号 人力资源部 （酒店B1员工通道进入）

Construction of the largest full-service Marriott-branded flagship hotel in Asia- Pacific, 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 boasts a premium downtown location and provides effortless access to the city’s finest cultural, entertainment and shopping attractions. Nanjing Road Pedestrian Street, People’s Park and the Bund, plus the People’s Square metro hub （connecting lines 1, 2 and 8） are all within close walking distance.

Besides 720 bedrooms, we offer our guests five different dining options varying from fine dining to alfresco inside the 39-storey sleek glass and steel structure. Level 6 includes a luxurious Spa focused on providing superior body and beauty rituals within seven treatment rooms. Fitness enthusiasts enjoy a 25 meter indoor swimming pool with Jacuzzi, Steam and Sauna as well as an extensive cardiovascular gymnasium.

The Brilliant Hosts of Marriott City Centre are devoted to play forward the company culture of Marriott International, "Take care of our associates; and our associates will take care of our guests.” We are proud masters of our craft. With skill and imagination, we create memorable experiences unique to each guest. Relentless in our pursuit of excellence, we live our Brand Founder’s words “put people first” and raise it to an art form. We are committed to providing you tremendous job opportunities and systematic training programs to strengthen your career development. Warmly welcome you to join us.