礼宾员

1. Follow all policies and procedures of Marriott and hotel.
遵守万豪国际集团和酒店的所有政策和程序。
2. Open car doors for all guests arriving to or leaving the hotel
为所有抵店或离店的客人开车门
3. Greet and welcomes arriving guests with a smile and eye contact, using guest’s name, if
known. Ensure a good first impression
以微笑和目光接触问候和欢迎客人，尽可能使用客人姓名。确保给客人留下良好的第一印象
4. Assist in unloading luggage whilst confirming How Many for arriving guests
确认行李数量，帮助抵店客人卸行李
5. Assist in transporting luggage to lobby
在需要时帮助客人把行李运到大厅
6. Maintain thorough product knowledge, to answer guest’s questions correctly
了解饭店产品细节方面的知识，以确保正确回答客人的提问
7. Call taxis when requested and assist in telling the driver where guest wants to go. Escort all guests to the taxi, open door and close door politely.
在需要时叫出租车，并帮助客人告诉司机他要去哪里。陪同客人到出租车，礼貌地为客人开关车门
8. Keep the entrance free from vehicles
保持入口畅通无阻
9. Give extra assistance and attention to disabled guests
对残疾的客人给予特别的帮助和关注
10. Offer parking of cars to guests arriving in their own vehicle
帮助驾车抵达饭店的客人停车
11. Assist in keeping the entrance clean and tidy
协助保持入口清洁和整洁
12. Assist in transporting luggage from the lobby to taxi if needed
在需要时协助把行李从大厅运到出租车上
13. Bid farewell to departing guests with a smile and eye contact, using guest’s name if known
以微笑和目光接触欢送离店客人，尽可能使用客人姓名
14. Report guest comments/ complaints, problems, incidents etc. to Chief Concierge.
向礼宾部经理汇报客人的评价/投诉、问题、事件等
15. Identify VIPs, MARRIOTT BONVOY member, regular and long staying guests and build rapport for personalized service and assistance
识别贵宾、万豪旅享家优先顾客、常规客人和长住客人，并提供个性化的服务和帮助
16. Deliver high quality service to guests
向客人提供优质服务
17. Seek opportunities to continually improve guest service
通过记录客人的评论并以此为实践，不断地寻找机会发展对客服务
18. Promote the hotel and MARRIOTT BONVOY products and services
促销饭店与万豪旅享家的产品与服务
19. Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
维持对产品和服务的高度了解以便于向客人解释和销售服务和设施
20. Attend daily briefings conducted by the on-duty bell captain/Chief Concierge at the beginning of each shift
每日上班前参加由礼宾部经理或领班主持的会议.
21. Adhere to the hotel’s security and emergency policies and procedures
坚持饭店安全制度、紧急情况处理规定和程序
22. Ensure a high level of cleaning in work area.
保持维护所在工作区域的高度整洁
23. Abide by the MARRIOTT BONVOY Guest Experience Index (GEI).
在工作中遵循万豪旅享家对客服务满意标准(GEI)
24. Be fully knowledgeable about all facilities and information about The Astor Hotel in order to answer guests’ questions and requests.
熟知饭店设施以便回答客人的问题满足客人的要求
25. Carry out other tasks as directed by your supervisors
完成你上级交待的其它任务
26. Abides by the Sheraton Yantai Golden Beach Resort Staff Handbook.
遵守烟台金沙滩喜来登度假酒店员工守则
27. Abides by both the hotel and MARRIOTT BONVOY & Sheraton policies and procedures.
遵守喜来登及万豪旅享家酒店的政策及程序
28. Abide by the MARRIOTT BONVOY Code of Conduct.
遵守万豪旅享家饭店的行为准则
29. Demonstrate professional attitude and behavior at all times
在任何时候表现专业态度和行为
30. Maintain personal presentation to hotel and MARRIOTT BONVOY & Luxury Collection standards.
根据饭店及万豪旅享家标准保持个人形象
31. Abide by the MARRIOTT BONVOY Care service standard.
在工作中遵循万豪旅享家关爱对客服务标准
32. Upholding a team spirit and providing assistance and support to other relevant departments as required by hotel operational needs.
秉持团队协作精神，根据酒店运营需要，需协助支持其他相关部门的工作
33. Participating in and supporting the creation and promotion of the hotel's social media content (e.g., providing high-quality materials, assisting in the execution and dissemination of online/offline events, etc.) within the scope of Marriott’s relevant social media policies, with the aim of enhancing the hotel's online reputation and increasing its revenue.
在符合万豪社交媒体相关政策范围内，参与并支持酒店社交媒体内容的创建与推广（如提供优质素材、协助线上/线下活动执行、传播等），以提升酒店在线声誉和酒店创收。