Marriott 前厅部 - 宾客服务经理 Guest Service Manager in Yantai, China

Job Number 180010SM

Job Category Rooms and Guest Services Operations

Location Sheraton Yantai Golden Beach Resort, Yantai, China VIEW ON MAP

Brand Sheraton Hotels & Resorts

Schedule Full-time

Relocation? No

Position Type Non-Management/Hourly

Start Your Journey With Us

At Sheraton, we go above and beyond in everything we do. We are inspired by our guests and one another – and are driven to make things better. We love what we do, and we give it all we’ve got – on property and off. When guests stay with us, it’s not just a room with a bed that they’re buying. It’s an experience. We’re looking for someone who is ready to go beyond in everything they do. If you are someone with a genuine drive to improve your life and the lives of those around you, we encourage you to explore careers with Sheraton.

Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Rewards information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met. Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all Accounting procedures. Notify Loss Prevention/Security of any guest reports of theft. Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns.

Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.


  1. 每班检查当日抵店客人信息,包括贵宾、万豪优先顾客、常规客人、团队的情况以及特别要求。

  2. 与所有部门保持良好的工作关系

  3. 熟悉前厅部工作标准及程序

  4. 按照喜来登的政策和程序处理无法发现预订记录和饭店客满时婉拒客人入住的情况

  5. 向管理层汇报饭店运行过程中的不足和不合理行为

  6. 维持对饭店房价、折扣、包价、饭店设施、特别事件的全面了解

  7. 确保客人的抱怨被合适的记录并采取行动避免客人不满意的离开饭店。必要时从管理人员处获得帮助

  8. 维持对饭店相关公司計划的高度了解

  9. 维持对万豪优先顾客计划的高度了解,确保正确处理、准备报告并积极参与发展新会员

  10. 协助解决财务问題、争议、丢失的备分等

  11. 熟悉喜来登顾客满意标准并以此作为每日工作的指导。以此为标准不断监督员工表现

  12. 协助部门的培训和评估

  13. 积极思考对部门和饭店有利的建议和系统

  14. 尽可能用最好的方式代表饭店管理层处理与客人有关的一切事宜

  15. 处理客人要求并通过亲自追踪相关部门负责确保客人的要求被满足

  16. 在值班记录簿上为管理层记录所有重要事件和客人评论

  17. 欢迎贵宾、万豪优先顾客、常客和长住客人并确保他们满意分配给他们的房间

  18. 对医疗要求和紧急事件做出快速反应

  19. 协助调查和解决客人的书面投拆

  20. 维持有效的对客关系,建立和谐的气氛并提供个性化的服务和帮助

  21. 在必要时协助前台工作,帮助客人登记入住,结帐离店等等

  22. 负责饭店夜间运行,根据具体程序完成夜间审计工作

  23. 作为饭店紧急行动队的一员,了解饭店关于火灾、空袭、撤退等的紧急程序

  24. 当有关部门的领导没空时协助其它部门解决问题

  25. 在各服务区域进行协调

  26. 解决争端

  27. 约束员工遵守纪律

  28. 协助准备员工排班

  29. 协助员工的培训和发展

  30. 给予所管辖的员工以不断的建议和支持

  31. 指导员工表现

  32. 向客人提供优质服务

  33. 确保客人需求和合理要求被满足

  34. 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

  35. 采取合适的行动解决客人的投拆

  36. 使用促銷和建议性的销售技巧销售饭店和喜来登的产品与服务

  37. 促销饭店与喜来登的产品与服务

  38. 维持对产品和服务的高度了解以便于向客人解释及销售服务和设施

  39. 坚持饭店安全制度、紧急情况处理规定和程序

  40. 熟悉对财产安全、紧急救护和火警等处理程序

  41. 依照饭店要求记录安全日志和事故记录

  42. 保持维护所在工作区域的高度整洁

  43. 确保所有报告和服务都按时完成

  44. 在工作中遵循喜来登对客服务满意标准(SGSS)

  45. 遵守饭店的工作政策及程序,遵守喜来登的商业行为规范以及员工手册中的条款。

  46. 完成你上级交待的其它任务

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.