上海招聘

MAJOR RESPONSIBILIES

职责概要:

To provide leadership and direction for the AYS (At-Your-Service) department. Responsibilities include training, motivating and managing all AYS associates keeping guest hospitality as the number one focus. The manager should ensure that associates have sufficient resources to perform their job well and constantly seek to improve the methods to meet the guest needs and expectations. The manager should manage the daily operational tasks in an efficient and regular manner. Coordinate the shift operations in accordance to the corporate and local SOP’s emphasizing guest hospitality and directing associates to work together as a team presenting themselves as professional, aggressive and well informed Guest Service Agent.

领导并带领为您服务中心。职责包括培训、激励和管理员工以维持客人的满意度是工作的重点之一。经理应该确保员工有足够的资源来履行他们的工作,不断寻求改善的方法来满足客人的需求和期望。经理处理日常业务工作应以高效、定期的态度。依据本地标准造作流程协调转移操作按照企业和当地的标准操作规程(SOP)的客人款待和指导员工作为一个团队一起工作表现自己是敬业、进取的和消息灵通的宾客服务代理。

SPECIFIC DUTIES

工作任务 :

1. Staff Management

a. Hold a pre-shift meeting with associate prior to reporting to stations. 负责每日的班前例会。

b. Be prepared for each daily activity and review any variations with manager and associate. 准备好每一个日常活动和审核任何变化特征,并与经理和员工一起

c. Work shifts are covered with adequate staffing, ensure correct staffing during peak periods and when hotel experiencing high occupancy.安排好足够的人员编制，当酒店经历高入住率时以确保正确的人员充备

d. Ensure all associates are aware of their roles and responsibilities and operate within their guidelines. 确保所有员工都意识到自己的角色、职责和操作的指导方针

e. Communicate daily with Front Office Manager and/or MOD to assure consistency and pass-on of pertinent information.每天与前厅部经理沟通和/或MOD以确保当前信息的一致性和传递交流

f. Able to perform the role of MOD in the event the need rises.能够完成事件中MOD的角色并且需要上升

g. Consistently document variations in associates performance and counseling in such cases. 在发生的情况中与同事保持一致的执行和商讨

h. Ensure associate is properly groomed and wear clean uniform and name tag at all times. 在任何时候都确保适当员工的培训和穿着干净的制服,名字的标签

i. Ensure department cleanliness is maintained at all times.在任何时候都确保部门的卫生工作

j. Each associate is expected to carry out all reasonable requests by management, which the associate is capable of performing.对每个同事都进行管理的所有合理要求,让员工能在工作中得到表现

k. Ensure associate maintain efficiency in the daily operation including quality of guest service and courtesy, bringing total satisfaction to all our guests and the hotel.确保员工保持日常工作质量,使宾客服务和礼貌令酒店所有顾客带来总满意

l. Maintain close inventory control of uniforms, supplies and equipment on hand.保持身边制服、生活用品及设备的库存

m. Prepare and post weekly schedule by Tuesday of each week. Schedule is planned based on projected occupancy.在每一个星期的周二准备并计划顾客入住的计划日程

n. 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.进行审核以确保自己员工在部门中的适当工作，确保卓越标准服务到位

o. Maintain a complete and accurate set of logs (pass-on, management schedule, emergency procedures, etc)维持一个完整准确地记录（交接、安排、行程、安全知识规范等等）

p. Maintain a good working relationship with the associate and other departments.保持和其他部门的员工良好工作关系

q. Determine the requirements for, and the follow-up on, special groups or VIPs. 确定特殊的群体或重要人物以及后续的要求

r. Prepare and submit accident or injury reports when needed. 需要时准备并提交事故或受伤报告

s. 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.给员工不断的压力使他们是在酒店中工作最有效的工具，建立一个“推销”来帮助客人联想到如何使用的

t. 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.确保所有客人经历一个问题就能得到一个适当的解决方法,答应赔偿是交付,所有的客人需求都得有适当的跟进的和专业的态度

u. Able to supervise the associate and handle any associate situation.能够监督员工处理问题的情况

v. Establish effective communication with associates to gain their trust and respect. 和员工建立有效的沟通,以赢得他们的信任和尊重

w. Maintain fair and consistent counseling and/or disciplinary procedures in accordance with Marriott’s Guarantee of Fair Treatment Policy. 按照万豪的保证公平的政策维持公平和一致的咨询和/纪律程序

2. Train

a. Ensure all associates are safety conscious and trained in safe work practices.确保所有同事具备安全防患意识并培训安全工作的演练。

b. Implement an effective training program for new and current associates using training matrix, menus and appropriate reference manuals.为新来及当前的同事使用培训模型，菜单以及相应的参考指南书目实施有效的培训计划。

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

进行适当的培训计划并依照万豪政策控制员工最高效率培训

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

通过适当的培训与授权鼓励员工解决问题

e. Provide job descriptions and an updated training manual.

提供工作职责以及最新的培训指南。

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.

熟知酒店火警政策，突发事件报表，安全系统，以及相关的直接职责。确保所有员工在以上程序中的有正确的培训。

g. Have accurate complete guest assistance information available regarding sports or other special events taking place in the city or restaurants.

对城市或餐厅的任何特殊体育或其他活动有正确完善的信息以提供给客人。

h. Facilitate 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.

不断的监督，评估并修改培训内容以反映运行中的改变，并提出员工和经理认同的需求。

i. Follow up regularly with Department Heads regarding the AYS process and the performance of their department responsibilities along with the department’s function.

定期与部门领导协调关于为您服务中心的部门职责与功能所在。

3. Guestware

a. Ensure Guestware program is operational at all times during shift.

确保GuestWare系统每个班次都正常运行，

b. Produce and distribute Guestware Executive Summary reports on a daily, weekly and period basis (tracking issues and Repeat Guest Program).

制度分配每天每周和季度的分析报表（跟踪事件和反客系统）

c. Ensure Guestware and GSS scores and reports are posted visibly throughout the hotel.

确保Guestware和顾客满意度调查分数和报表全酒店都清晰可见。

d. Facilitate new hire orientation Guestware module 1 hour at first orientation and 2 hours at 90 days.

在第一次入职培训中需有1小时的Guestware培训，90天后有2小时的培训。

4. Administrative

a. Hold monthly department meetings. 举行部门每月例会。

b. Ensure all guest incident forms and logs are completely filled out and maintained. If computer tracking is used, monitor this recording also. Have the capability to analyze statistics. 确保所有客人的事件报告表和记录填写完整。如果使用电脑追踪系统，也要清楚地记录。具备分析数据的能力。

c. Properly handle all administrative work with regard to performance appraisals and terminations of associate. Responsible for new hiring including interviewing and selection processes. 正确处理所有管理上关于员工绩效评估和终端。负责新员工的面试及筛选过程。

d. Understand and adhere to operation and wage budgets for AYS department.

熟知并遵守部门营运工资预算。

e. Ensure all guests comments from in room comment card are log into Guestware and be contacted by phone for those need immediate response as indicated by Director of Rooms.

确保所有的客人意见卡上的意见都记录在Guestware内，按照房务总监的指示致电给需要立即回复的客人。

f. Route associate commendations received from guests to the person responsible for assembling the daily communication packet including displaying all good comments on the notice board. 根据员工由于各人的责任感而收到的嘉奖，进而会编到日常交流文档里。

g. Ensure all support areas are functioning correctly and communicate to associate.

确保所有的区域正常运行

h. Establish goals and objectives to improve the department.

建立目标来提高部门。

5. Additional Responsibilities

i. Supervise installation and maintenance of all telephone and related equipment within the hotel to ensure it is functioning properly and kept in good conditions.监督安装与维护所有电话及相关设备,确保酒店内部工作是否正常,维持在良好的状态

j. Understand how to set up phone lines within the hotel such as banquet area.了解在酒店内的宴会区域如何建立电话线

k. Submit a yearly budget for management approval of forecast expense.

l. Know the features of the main telephone console.提交一份年度预算管理批准的预测费用

m. Up date and distribute inter-departmental telephone extension list periodically or as and when necessary. 需要的时候定期分发部门内部的电话分机或列表并更新日期

n. Submit update information on telecommunication to the management.提交更新信息管理的电信

o. Maintain good relationship with Local Telephone Bureau. 与当地电话局保持良好的关系

p. Any other duties as may be assigned from time to time.有时完成上级分配的其它工作

JOB SPECIFICATION职位要求 :

Profile of Competency 工作能力:	1. Good knowledge and very familiar with At Your Service 对为您服务中心的运营相当熟悉 2. Good knowledge of concerned At Your Service equipment 对为您服务中心的设备相当熟悉 3. Good finance knowledge 良好的财务知识
Language 语言能力:	Reading, writing and oral proficiency in the English language. (Written and Spoken)良好的英语书写，阅读以及口语能力
Education 教育:	College 大专
Job License 资格证	1. Minimum 3 years management working experience at International Hotel. 至少3年的相关工作经验 2. Demonstrated excellent communication and hospitality skills. 良好的沟通能力 3. Demonstrated key leadership qualities. 较好的领导能力

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
作为一家平等雇佣的雇主，万豪国际集团承诺雇佣不同背景的员工并支持多元包容的文化。

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.