職位介紹 ：Major Functions 主要工作職能 • Serving guests at front desk while providing the highest level of service possible in an efficient, courteous and professional manner by following Marriott Standards of aggressive hospitality and adhering to guidelines and procedures. • 依據萬豪殷勤待客的服務標準和工作指導在前臺向客人提供最高水準的，高效的，禮貌的，專業的服務。 基本要求： • Be familiar with cultural differences and know correct behaviour for each culture. Also know the different protocols and etiquette. 熟悉文化差異并知道每一種文化對應的正確舉止。同時知道不同的禮節。 • Be knowledgeable about all emergencies plans and know how to act upon them. 熟知所有關于緊急事件的處理計劃并知道當發生時如何應對。 • Report any unusual occurrences immediately to the front office manager 向經理及時匯報任何不尋常的情況。

職位介紹 ：MAJOR RESPONSIBILITIES 責任概要 : Work closely with the managers to ensure daily operations in Front Office are run smoothly.  Ensure all areas in Front Office are covered by sufficient manpower at all times.  Overseeing and training all Front Desk Agents at the counters to ensure consistency of   services rendered to all guests. 與部門經理緊密地合作，提供積極有效地協助，以達到令前廳部的日常運轉順利正確地進行的目的。確保在任何時刻前廳部各個崗位都配以充足的人力。監督并培訓所有的前臺員工為客人提供一致性的服務。

職位介紹 ：Profile of Competency 工作能力:   Preferably experience with any PMS programs有處理PMS系統的經驗。  Adaptability and willing to grow with the company適應并愿意與公司共同成長。  Positive and cheerful disposition積極樂觀的性格。 Language語言能力:  Able to converse in English fluently英語流利 Education 教育:  Preferably secondary level qualification高中及以上學歷。 Job License 資格 / 等級證: 

職位介紹 ：To provide leadership and direction for the At Your Service department. Responsibilities include training, motivating and managing the AYS staff keeping guest hospitality as the number one focus. The supervisor should ensure that each associate has sufficient resources to perform their job well and constantly seek to improve the methods to meet the guest needs. The supervisor should manage daily operational tasks in an efficient and regular manner. Coordinate the shift operations in accordance to the corporate and local SOPs emphasizing guest hospitality and directing associates to work together as a team presenting themselves as professional. Be aggressive and well informed Guest Service staff. 領導并監督整個為您服務部。須承擔培訓，指導以及管理部門員工為客人提供優良服務的責任。主管需確保其他同事有充足的資源可被用于出色完成工作，并不斷找尋更好地處理客人需求的方法。主管需運用有效適當的方式來管理日常工作。協調班組同事按照公司及當地工作守則熱情對客，并指導其他同事團隊協作以表現酒店的專業性。作一名具備過硬專業素質的見多識廣的客戶服務員工。 SPECIFIC DUTIES 工作任務 : General具體標準 • Have knowledge of hotel, hotel associates, and hotel services with hours of operations for all departments’ involved and surrounding areas. Has a thorough knowledge of guestrooms including: locations, views, amenities, features, types, etc… 了解酒店，酒店各部門員工以及酒店各項服務設施及周邊地區設施的營業及服務時間。清楚客房的相關信息, 例如位置，景色，提供物品，特色及房間類型等。 • Offer the hotel guests the best possible service through courteous and proper phone answering procedures through proper telephone procedures. 運用禮貌并適當的電話禮儀接聽客人的電話，并對客人提出的合理要求提供最好的服務。 • Be an ambassador by promoting the hotel, restaurant, lounge, gift shops, etc. 作為酒店，餐廳，酒吧及禮品部等開展的促銷活動的代表。 • Be able to give accurate directions and information regarding the immediate and metro area. 能向客人提供準確的地鐵乘坐指示及信息。 • Handle all emergencies according to established procedures. 能運用相關程序處理所有緊急事件。 • Ensure all customer complaints are recorded in the Guest Response Program in a timely and directly professional manner. 本著及時坦率的專業態度，確保所有客人的投訴都被記錄于客戶回訪項目中。 • Ensure all guests experiencing a problem receive an immediate response along with satisfactory resolved, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner. Practice empowerment! 確保對客人所提出的問題都能給以及時滿意的答復，以及時和專業的態度完成對客人的承諾并能后續跟進。付諸于行動！ • Ensure all individuals designated for follow-up are copied on incident reports and any other pertinent information available. 確保對所有個人被委托進行的后續跟進都做好相關記錄，并附有所有與之相關的信息。 • Each associate is expected to carry out all reasonable requests by the management, which the associate is capable of performing. 要求每一個員工在其能力范圍內執行所有合理的經營決策。 • Constantly updates himself/herself with local activities and current events in order to provide guests with information. 對本地所舉辦的各項活動及會議信息保持不斷更新，從而向客人提供實時的信息。 • Assist those who are on duty with questions or problems that may arise. Be able to take ownership of problems and resolve them. 幫助有疑問或需要幫助的同事。愿意承擔責任并處理問題。 • Audits work for accuracy and consistency. Take corrective measures where errors surface and report immediately anything out of the ordinary to the AYS Manager. 監督工作的精確性及一致性。當有問題產生時能有效應對，并立即將事情的經過完整的報告給經理。 • Schedule the roster according to business needs. Monitors attendance records, sick leaves, overtime, and vacation levels 根據工作需要安排班次。管理考勤記錄，病假，加班及休假事宜。 • Promote and display teamwork throughout the hotel. 促進改善與其他部門間的團隊協作。 • Oversees the operations in the absence of the AYS Manager. 當經理不在時，須承擔監督所有工作的責任。 • Be involved in interviewing, new hire orientation and training. 參與面試，入職培訓及其他培訓工作。 • Communicate daily with manager to assure consistency and pass-on of pertinent information. 每日與經理交流以保證信息一致性并傳達相關信息。 • Conducts effective Coaching and Counselling. 制定有效的培訓方案及提供培訓意見。 • Assists the AYS Manager in p

職位介紹 ：

職位介紹 ：MAJOR FUNCTION 主要功能 : Assist managers to ensure that daily operations are run smoothly. To promote and ensure guest satisfaction, achieved through his/her ability to develop and maintain a strong team environment, placing emphasis on associate satisfaction and delivery of prompt, courteous service. 協助部門經理順利的完成每日工作。提高客人對服務的滿意度，用自己的能力發展維護好團隊，時刻關懷同事以保證每日更加出色的服務。 JOB SPECIFICATION職位要求 : Profile of Competency 工作能力:  Minimum 3 years Front Desk experience with at least 2 years of Front Desk Supervisory experience 3年以上前臺工作經驗包括2年以上前臺主管經驗   Demonstrated excellent communication and    hospitality skills. 具備優秀的溝通能力及酒店管理能力   Demonstrated leadership qualities 具備領導能力 Language 語言能力:  Demonstrated communication skills. Fluently in English and Mandarin 熟練標準的的英語和普通話 Education 教育:  Minimum graduated from college. 大專以上學歷 Job License 資格 / 等級証:  N/A

職位介紹 ：MAJOR RESPONSIBILITIES: 主要工作職責：  Assist arrival and departure guests with their luggage with extra care and attention and properly orienting the guest with the facilities of the hotel and in his room. Always provide service with a smile. 為所有入住或退房的客人提供快速的行李服務。保持微笑地與客人打招呼。  Ensure a high quality of service is provided to all external and internal customers of your department. 無論對于內部或外部的顧客，均須提供高標準服務質量。  Devote all your working time and efforts to the business of the hotel and carry out duties assigned to you by your direct supervisors. 服從上司對你的工作安排，同時保證工作時專心致志，努力為酒店創造價值。  Conduct all your duties in accordance with the rules, practices, procedures and policies, which are outlined in the associates handbook and promote the spirit of teamwork whenever and wherever is possible. 依據《員工手冊》所描述的相關政策、制度和程序來規范你的工作表現，且無論何時、何地都要盡力體現團隊合作精神。 SPECIFIC DUTIES: 特別工作要求； 1. Bell person must attend daily briefings conducted by the Bell Captain/Chief Concierge at the beginning of each shift. 行李員每日上崗前要參加由禮賓部經理和主管主持的簡報會。 2. Greet all arriving and departing guests with a smile and eye-contact. 用微笑和目光接觸問候所有抵店和離店的客人。 3. Deliver and collect baggage for arriving and departing guests and groups. 為抵店和離店的客人/團體收送行李。 4. Give guest an introduction to the facilities in the guest room, i.e. air-conditioning control, light switches, Safety box, TV, telephone, wardrobe, etc. when rooming the guest. 為所有住店客人介紹客房設施，例如：空調控制，電燈開關，保險箱、電視，電話，衣櫥等。 5. Deliver messages and handles requests and questions from guests. 發送留言并處理客人的要求及問題。 6. Check closets and drawers to see if guest have forgotten items when collecting luggage. 在收取行李時檢查壁櫥和抽屜確認客人沒有遺留物品。 7. Deliver mail, faxes, messages, packages, flowers etc promptly to guest rooms. 迅速地把郵件、傳真、留言、包裹、鮮花等送到客房。 8. Log all deliveries to guest rooms. 登記所有遞交給客人的物品。 9. Deliver any in-house items or papers to various departments in the hotel. 為飯店各個部門傳遞用品和文件。 10. Deliver newspapers to guest rooms. 送報紙到客房。 11. Run errands for guests when requested. 當需要時完成客人的吩咐。 12. Page guests in public area with the aid of a paging board when requested. 當需要時在公共區域用告示板尋找客人。 13. Give careful attention and assistance to disabled guests. 給予殘疾客人以特別的關注與幫助。 14. Be neatly groomed at all times. 隨時保持整潔的外表。 15. Accept baggage that guest may wish to keep in storage, issues claim ticket and record in the Record Book accordingly. 接受客人要寄存的行李，交給客人行李寄存卡，并相應地在記錄本上登記。 16. Have thorough knowledge of all hotel facilities and hours of operation, to be able to respond to guests’ questions correctly. 熟悉飯店所有設施、營業時間，能夠正確回答客人的提問。 17. Answer the telephone promptly and courteously. 迅速地、彬彬有禮地回答客人的電話。 18. Maintain operating equipment in good working order. 維持營業設備良好的工作狀態。 19. Keep working areas neat and tidy at all times. 隨時保持工作區域的干凈與整潔。 20. Identify VIPs, Platinum member, regular and long staying guests and build rapport to offer personalized service and assistance. 識別貴賓、萬豪禮賞客人、常規客人和長住客人并提供個性化的服務。 21. Cultivate good working relationships with inter-related departments. 與有內在聯系的部門建立良好關系。 22. Undertake assignments as delegated by your superiors. 完成你上級委派的任務。 23. Deliver high quality service to guests. 向客人提供優質服務。 24. Ensure guest needs and reasonable requests are met. 確保客人需求和合理要求被滿足。 25. Seek opportunities to continually improve guest service. 通過記錄客人的評論并以此為實踐，不斷地尋找機會發展對客服務。 26. Promote the hotel and products and services. 促銷飯店與萬豪的產品與服務。 27. Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests. 維持對產品和服務的高度了解以便于向客人解釋和銷售服務和設施。 28. Assist in keeping the lobby area clean at all times. 協助保持大堂區域任何時間的高度整潔。 29. Raise and lower the flags daily on time. 負責每日國旗、店旗的按時升降。 30. Abide by the Hotel’s Policies and Procedures, Business Conduct and the hotel’s Associate Handbook. 遵守飯店的工作政策及程序，遵守萬豪的商業行為規范以及員工手冊中的條款。 31. Assist traffic and parking of vehicles at the main entrance if necessary. 協助維持酒店主要入口 處交通、停車秩序。 32. To assist in keeping all public area in a clean and professional presentation assuring ashtrays and other work areas are clean. 協助維持公共區域的清潔和專業化外觀，確保煙灰缸及其他工作區域的清潔。 33. Attend all training sessions that are requested by the hotel’s management. 參加酒店安排的培訓課程。 34. Never solicit tips from Guests. 決不允許向客人索要小費。 35. Carry out other tasks as directed by your supervisors. 完成你上級交待的其它任務。

職位介紹 ：Responsible for the supervision and control of the Bell Services, which consists of the Bellman, Doorman and Valet.  Ensuring all guests’ luggage is kept and stored promptly and in accordance to the LSOP. 監督和控制行李服務，包括行李員，門童以及司機。保證所有客人的行李都按照酒店標準存放。   Ensure a high quality of service is provided to all external and internal customers of your department. 無論對于內部或外部的顧客，均須提供高標準服務質量。   Devote all your working time and efforts to the business of the hotel and carry out duties assigned to you by your direct supervisors.                           服從上司對你的工作安排，同時保證工作時專心致志，努力為酒店創造價值。   Conduct all your duties in accordance with the rules, practices, procedures and policies, which are outlined in the associates handbook and promote the spirit of teamwork whenever and wherever is possible. 依據《員工手冊》所描述的相關政策、制度和程序來規范你的工作表現，且無論何時、何地都要盡力體現團隊合作精神。

職位介紹 ：Major Responsibilities: 職責概要 To supervise the Loyalty Team and other involved departments in the Loyalty recognition process （Front Desk, Loyalty Team, Concierge, Executive Lounge, At Your Service, In Room Dinning, and Housekeeping）. Assisting guests through the service journey, fulfill guest requests and preferences. Responsible for training in terms of the Guest Experience Systems （Guest Experience/ GXP, Medalia/Guest Voice）. Make sure associates are hospitable, outgoing and guest oriented. 在識別忠誠會員過程中監督忠誠客戶部門以及其他涉及部門員工（前臺，忠誠客戶團隊，禮賓部，行政酒廊，為你服務熱線，客房送餐，客房部）。通過個性化的服務為客人打造完美的入住體驗 。 培訓員工客戶體驗系統（客戶體驗/GXP, Medalia/Guest Voice）。確保員工熱情，外向，以客人為導向。

職位介紹 ：MAJOR FUNCTION 主要功能 : Assist director of engineering to complete daily administration in engineering office and the secretarial jobs. 協助工程總監完成辦公室日常管理及文秘工作。 MAJOR RESPONSIBILIES 責任概要 : Ensure the smooth operation of engineering office. 確保工程部辦公室運作順暢。 SPECIFIC DUTIES 工作任務 : Offer secretarial service to director of engineering. 提供秘書服務予工程總監 - Picking up the telephone, and pass take messages for director of engineering. 接聽電話，并為工程總監記錄留言 - Continuously update all internal files of engineering associates. 不斷更新所有工程部員工檔案內之資料 - Print letters and internal memos. 打印信件及內部通啟 - Collect and issue emails and internal memos. 收取分發郵件及內部通啟 - Update files and records. 檔案及記錄更新 - Fill up work orders and issue to relevant departments. 填寫工作單及分發至有關分部門 - Prepare and print monthly work reports. 準備、打印每月工作報告 - Print purchasing order and store requisition. 打印采購及貨倉領料單 - Fill up medical request for engineering associates. 為部門員工填寫求診單 - Print personnel action plan and attendance records. 打印員工調動表及出勤報告 - Register associates’ attendance. 登記員工出勤 - Key control. 鑰匙管理 Assistance Work需要協助的內容為: − Procedure of purchasing request and MC system. 請購單及MC系統的采購程序。 − Blueprint and Engineering files management. 工程部圖紙及工程檔案。 − Familiar with Preventive Maintenance Schedule and filing system. 熟悉工程維保計劃。   JOB SPECIFICATION職位要求 : Profile of Competency 工作能力: - Typing reach 60 words per minutes. 打字速度能達每分鐘六十個字 - Shorthand reach 100 words per minutes and be able to annotate accordingly. 速記每分鐘達一百個字及能依據詮譯 - Be able to writ business letters. 能夠獨立撰寫商業書信 - Be able to save and find files or records effectively. 能有效率地儲存及找尋文件或記錄 Language 語言能力: - Fluent spoken English 能說、寫流利英語 - Mandarin 普通話 Education 教育: - High School Certificate 高中畢業

職位介紹 ：MAJOR FUNCTION 主要功能 : 日常辦公室事務，例如接聽電話，翻譯文件，企業內外部的溝通，文件保管等等。 MAJOR RESPONSIBILITIES 責任概要 : 1. 日常文件翻譯 2. 所有合同、協議等的保管登記 3. 財務部所有本地員工記錄更新 4. 內外事務溝通 5. 接聽電話，財務部辦公室信息傳遞 6. 執行部門總監的安排的任務 7. 財務部辦公室設備文具的維護補給 8. 快遞郵寄 9. 保管公司印章 10. 協助準備月結報告和其他報告 11. 執行其他任何總監或副總監安排的工作 JOB SPECIFICATION職位要求 : Profile of Competency 工作能力: 良好計算機操作能力，良好的英語能力。 Language 語言能力: 良好英語　 Education 教育: 大專以上學歷 Job License資格 / 等級証: 英語4級以上

職位介紹 ：To provide secretarial support and to assist with administrative duties within the Food & Beverage Division. 確保餐飲部后勤部門每天正常的基本運作

職位介紹 ：Waiter/Waitress-Chinese Restaurant/中餐廳服務員

職位介紹 ：Waiter/Waitress-Western Restaurant/西餐廳服務員

職位介紹 ：MAJOR FUNCTION 主要功能 : The team leader’s main function is to promote and ensure guest satisfaction, achieved through his/her ability to develop and maintain a strong team environment, placing emphasis on associate satisfaction and delivery of prompt, courteous service. The team leader is accountable for sales and profit in his/her area. 領班的主要職責是滿足客人的需求。發展自身潛力。開展團隊協作，注重同伴的感受。提供客人及時，禮貌的服務。負責所工作區域內的銷售指標，為部門獲取利潤。 MAJOR RESPONSIBILITIES 責任概要 : 1. Assume responsibility of daily operations in assigned outlet to ensure a smooth running, profitable operation within the framework of the hotel. 負責指派地點的日常管理工作，保證該部門，在賓館的規章制度下，正常運作，并獲得利潤。 2. Actively support the Quality Improvement Process. 積極支持“品質改進項目” 3. Assist in working toward positive financial results. 協助創造良好的經濟收益。 4. Assist in ensuring that scheduling functions are performed accurately and on a timely basis. 協助保證工作時間表的功效得到充分發揮，并保證其時間的準確性。 5. Assist in maintaining a highly motivated and well-trained staff. 協助挽留工作動力強，技術水平好的員工。 SPECIFIC DUTIES 工作任務 : OPERATIONS工作范圍： 1. Open and close shift in accordance with the manager checklist. 根據經理的安排表，上下班。 2. Initiate aggressive guest interaction through seeking and soliciting feedback from guests. 通過詢問客人對食品和服務的反饋，與客人產生互動。 3. Train, maintain and enforce all Marriott service standards in the outlet. 保證該部門的培訓，管理，和任務的執行都是根據萬豪的標準。 4. Enforce the Marriott standardized drink recipe and presentation guidelines to ensure consistent quality beverage to our guests in accordance with the Marriott Bar Guide. 根據萬豪的酒吧準則，使用萬豪標準的飲料單譜，執行萬豪的服務標準，保證遞送給客人飲品的的品質。 5. Properly execute revenue and check control procedures on shift. 完成指標，檢查上班的時間管理。 6. Handle daily associate relations （i.e. scheduling, time adjustments）. 處理員工日常工作關系，比如：工作時間，上班時間調整。 7. Maintain a safe & sanitary work environment for all associate & guests. 保證員工安定的工作環境，確保給予客人穩定的環境。 8. Gather and implement all proper tools for running shifts （i.e. schedules, floor plans, reservations, and checks）. 利用一切的辦法應付突如的變化。（比如：工作時間表，樓層計劃表，預定，和核查。） 9. Find solutions for problems such as call outs, last minute bookings, or any other daily problems that may arise. 處理諸如臨時預訂等常見問題。 10. Conduct taste panels and menu classes on a daily basis for restaurant. 每日進行食物和菜譜研設。 11. Be on the floor during the shift and assist servers or hostess to ensure guests are satisfied. 在換班時，如有需要，須協助其他工作人員，以滿足客人的需求。 12. Ensure that only a quality product is served. 保證服務的品質。. 13. Ensure all side work is done on a daily basis. 保證按時上班。 14. Maintain proper associate uniform standards. 保證員工著正確的工作服。 15. Manage an effective repair and maintenance program through the use of work orders, inspections, etc. 利用工作指令，檢查等方法，有效的管理維修和保養項目。 16. Understand & teach empowerment principles to ensure guest satisfaction. 理解并教導授權原則，確保更好的滿足客人的需求。 17. Exercise station rotation to ensure stations are distributed fairly. 對部門進行環視，確保部門的人員分配合理。 18. Be aware of all Marriott Guest Incentive programs and the correct accounting procedures pertaining to them. 知道萬豪標準操作程序和當地酒店標準操作程序并了解相關的顧客結帳方式。 19. Above all, to lead by example through a “hands on” approach to motivate our associates to excel. 綜上所述，須以身作則，樹立榜樣，通過親力親為來激勵其他員工的發展動力。 HUMAN RESOURCES人力資源： 1. Implement an effective training program for new and current associates using use records, menus, and appropriate reference manuals. 運用過往有用的記錄.菜譜和介紹守則，為新員工開展培訓項目。 2. Encourage problem solving by associates through proper training and empowerment. 通過正確的培訓和授權原則鼓勵員工處理問題。 3. Establish effective communication with associates to gain their trust and respect. 與員工建立和睦的關系，獲得員工的信任和尊敬。 4. Maintain fair and con

職位介紹 ：用萬豪的標準去歡迎和服務客人，提供給客人高質量的食物和酒水，做個親切有禮的主人。在客人和同事面前都要展示出有禮貌的，有上進心的一面。在任何時候都要展現出干凈利落的專業的服務和保持燦爛的笑容。 高星級酒店相關經驗。 英語良好。 服務意識強。

職位介紹 ：用萬豪的標準去歡迎和服務客人，提供給客人高質量的食物和酒水，做個親切有禮的主人。在客人和同事面前都要展示出有禮貌的，有上進心的一面。在任何時候都要展現出干凈利落的專業的服務和保持燦爛的笑容。 高星級酒店相關經驗。 英語良好。 服務意識強。  

職位介紹 ：MAJOR FUNCTION 主要功能 : The team leader’s main function is to promote and ensure guest satisfaction, achieved through his/her ability to develop and maintain a strong team environment, placing emphasis on associate satisfaction and delivery of prompt, courteous service. The team leader is accountable for sales and profit in his/her area. 領班的主要功能是促進和確保客戶滿意度，通過他/她的能力來建立和維護一個強大的團隊環境，把重點放在員工的滿意度，有禮貌的服務。領班在他/她的領域里負責銷售和利潤。 MAJOR RESPONSIBILITIES 責任概要 : 1. Assume responsibility of daily operations in assigned outlet to ensure a smooth running, profitable operation within the framework of the hotel. 在酒店中，承擔在日常運作中的責任，以確保能順利運營，并有盈利。 2. Actively support the Quality Improvement Process. 在酒店中，承擔在日常運作中的責任，以確保能順利運營，并有盈利。 3. Assist in working toward positive financial results. 幫助上級得到積極的財政結果。 4. Assist in ensuring that scheduling functions are performed accurately and on a timely basis. 協助完成正確的每個時段的工作時刻表。 5. Assist in maintaining a highly motivated and well-trained staff. 幫助培訓一個高度的熱情和訓練有素的員工。 SPECIFIC DUTIES 工作任務 : OPERATIONS 1. Open and close shift in accordance with the manager checklist. 按照經理的安排表來開始和結束一天的營運。 2. Initiate aggressive guest interaction through seeking and soliciting feedback from guests. 與客人進行積極的互動，來尋找和征求反饋。 3. Train, maintain and enforce all Marriott service standards in the outlet. 在部門中，培訓、維持和執行所有萬豪的服務標準。 4. Enforce the Marriott standardized drink recipe and presentation guidelines to ensure consistent quality beverage to our guests in accordance with the Marriott Bar Guide. 執行萬豪規范的飲料配方，并進行展示，以確保給客人提供的飲料具有一貫的品質。 5. Properly execute revenue and check control procedures on shift. 在班次上正確執行收入和帳單控制程序。 6. Handle daily associate relations （i.e. scheduling, time adjustments）. 處理日常員工的協作關系（例如，時間調整）。 7. Maintain a safe & sanitary work environment for all associate & guests. 為所有的員工和客人，建立一個安全及衛生的工作環境。 8. Gather and implement all proper tools for running shifts （i.e. schedules, floor plans, reservations, and checks）. 為餐廳營運提供盡可能的幫助（例如，工作時間表，樓層安排，預定）。 9. Find solutions for problems such as call outs, last minute bookings, or any other daily problems that may arise. 找到解決如電話服務，最后一分鐘的預定，或其他每天可能發生的問題的方法。 10. Conduct taste panels and menu classes on a daily basis for restaurant. 主持餐廳每天的試菜和菜單培訓課程。 11. Be on the floor during the shift and assist servers or hostess to ensure guests are satisfied. 確保在餐廳營運時，在各自的崗位上，協助服務員或領位員，使客人滿意。 12. Ensure that only a quality product is served. 確保服務的食品和飲料有質量保證。 13. Ensure all side work is done on a daily basis. 確保完成每天基本工作。 14. Maintain proper associate uniform standards. 保持員工制服的標準。 15. Manage an effective repair and maintenance program through the use of work orders, inspections, etc. 管理一個有效的工程維護及保養程序，通過使用工作指令和檢查。 16. Understand & teach empowerment principles to ensure guest satisfaction. 理解和教導授權原則，以確保客人的滿意度。 17. Exercise station rotation to ensure stations are distributed fairly. 運用崗位的輪換制，來確保工作安排的合理性。 18. Be aware of all Marriott Guest Incentive programs and the correct accounting procedures pertaining to them. 意識到所有萬豪客戶獎勵計劃和正確的會計程序與他們有關。 19. Above all, to lead by example through a “hands on” approach to motivate our associates to excel. 綜上所述，領班要以身作責來激勵我們的員工取得成功。 HUMAN RESOURCES 1. Implement an effective training program for new and current associates using use records, menus, and appropriate reference manuals. 通過使用記錄，菜單以及適當的參考手冊對新加入的員工實施有效率的培訓課程。 2. Encourage problem solving by associates through proper training and empowerment. 通過所有可能的培訓和授權來激勵員工解決問題的熱情。 3. Establish effective communication with associates to gain their trust and respect. 和員工建立有效的溝通，以爭取他們的信任和尊重。 4. Maintain fair and consistent counselling and/or disciplinary procedures in accordance with Marriott’s Guarantee of Fair Treatment Policy. 根據萬豪公平對待的政策，建立公平和一致的輔導及紀律處罰程序。 ADMINISTRATIVE 1. Communicate directly and/or through the use of the logbook to next shift supervisor or manager. 直接或通過日志本與下一班次的主管或經理進行溝通。 2. Identify and recommend incentive programs, new ideas, and methods of operation. 確定并推薦獎勵項目，新的主意和方法進行運作。 3. Promote positive inter-department relations. 積極推動部門與部門之間的關系。 4. Perform any reasonable request made of management which is not life threatening or against the law. 作出的任何管理上的要求不能危及生命或觸犯法律。

職位介紹 ：1. Follow all Marriott policies and procedures. 遵循所有萬豪方針和程序。 2. Comply with the “clean as you go” policy. 遵循"所到之處鈞予清潔" 方針。 3. Report to work on scheduled days at the scheduled time. 按照部門排班表每日準時到崗。 4. Report to work in uniform following all appearance standards. 上班制服穿戴整潔保持良好的儀容儀表形象。 5. Work as a TEAM. 團隊工作。 6. Follow all safety policies to ensure a safe work area. 遵循所有的安全方針，以確保一個安全的工作區域。 7. Honour all reasonable work-related requests made by a manager or supervisor, which may   be outside your normal job activities, to achieve complete guest satisfaction and service throughout the Hotel. 為了實現客戶滿意度和服務于整個酒店，經理或主管應接受所有的與工作相關的請求，甚至可能超出你的正常工作。 8. Check out with your supervisor before leaving your station or the floor for any reason. 在任何時候離開你的工作區域必須與你的直接主管保持溝通。

職位介紹 ：1. To be responsible for the daily supervision of the restaurant, concentrating on service procedure and quality of product. 負責日常的部門的運行，注重服務程序和產品質量。 2. To ensure that room service mise en place is correctly prepared and ready for each service period 在每個用餐時間，都可以保證所有送餐準備待用。 3. To maintain a breakage prevention program designed to minimize breakage of operating equipment, and to liaise directly with the Steward and recommend changes to policies or procedures if needed 盡量將損壞的物品降低到最小，如需要改變的條例，和主要負責人直接討論。

職位介紹 ：Major Function: 主要功能 Manage the assigned accounts and solicit new businesses aim to generate revenue through servicing the customers using the Marriott Sales Process. Major Responsibilities: 工作職責 Conduct sales activities and service customers including meeting with customers, handling customer enquires, preparing business proposals, maintaining a good database and record of all sales call activities, customer contacts and business deals. Special JOB Duties: 工作任務 1. Conduct Sales Activities  Meet with customers regularly handling both proactive sales calls and reactive sales leads.  Conduct sales activities in a systematic manner by planning in advance according to the set guidelines.  Ensure all enquires are handled promptly and efficiently.  Meet with in-house guests to build relationship and to obtain guest comments.  Meet with key banquet customers to build relationship.  Be proactive in obtaining sales leads from various sources such as newspaper, internet, TV etc.  Actively share information on guest comments, both positive and negative.  Responsible for planning and organizing customer events. 2. Account Management  To input information related to all accounts into Opera and Marsha S&C.  Manage the Opera and Marsha S&C database and ensure all information in the system is up to date.  Responsible for setting up plans and actions for each account.  Participate in account review and account audit to ensure that all relevant information is obtained for each of the accounts.  Prepare Sales Call Reports to record all information on daily sales activities. 3. Fully utilize all Marriott Resources  Cross sell sister properties when the hotel product does not fit into customers’ requirements or when customers have potential for other properties.  Constant communication with market sales, alliance account team and GSOs to discuss on needs of the hotel and to ensure full coverage of all accounts.  Make good use of Marriott Rewards as a key sales tool.  Work closely with the other sales teams in the cluster to share marketing information, discuss on account servicing issues and cooperation. 4. Office Etiquette & Business Ethics  Properly dressed in uniform or business attire with the general appearance according to the hotel standard.  Conducting business accordingly to the Marriott guidelines and local law.  Compliance to the standards set up for the sales operation including telephone handling, punctuality, hotel rules, regulations and LSOPs JOB SPECIFICATION職位要求 : Profile of Competency 工作能力:  Minimum 2 years work experience in the hotel industry from a sizeable international organization.  Be proactive in identifying leads and convert them into business opportunities.  Ability to comply reports as required using appropriate computer software.  Good interpersonal skills and listening skills.  Ability to communicate effectively with various departments. Language 語言能力:  High proficiency in written and spoken English and Mandarin. Education 教育:  Good general education, preferably University graduates. Job License 資格 / 等級証:  N/A

職位介紹 ： Responsible for identifying, developing, and managing accounts within specific. segments, markets, or geographical territories on behalf of one or more hotels. 代表一家或多家酒店負責確立、發展及管理不同區域、市場及地域的客戶。  Maintains or increases current account production for group, transient, and catering business. 維持及增長客戶團隊、散客及宴會的產量。  Manages larger accounts or special markets. 管理重要大客戶或指定市場。  Provide leadership to proactive sales team. 領導銷售團隊。 SPECIFIC DUTIES 特別工作要求 : 1. Manages larger, focus accounts or special segments. 管理重要客戶或者重點區域。 2. Identifies new or existing markets/accounts that meet property sales strategy. 開發適合酒店戰略需要的新客戶或市場。 3. Understands or is familiar with the fundamentals of assigned accounts. 了解熟悉客戶的背景。 4. Develops a sales plan to generate business from identified markets/accounts 制定銷售計劃 ，從所負責客戶及市場中獲得生意。 5. Determines the account’s needs, Marriott’s objectives, and marketing activities of each assigned market/account. 確認客戶的需求、萬豪的目標，以及細分市場/客戶的戰略。 6. Continuously communicates the benefits of the hotel to the customer. 將酒店所提供所擁有的價值傳達給客戶。 7. Drives/manages account transient, group and catering production through improved customer loyalty by excellent account management. 通過有效的客戶管理，提高客戶忠誠度及散客、團隊及會議的產量。 8. Negotiates transient rates for assigned accounts. 與客戶商討公司散客價。 9. Prospects new business through phone solicitation, outside sales calls, customer visits to the hotel, trade shows, sales blitzes, direct mail, newspaper/journal research and other customer interaction or research. 通過電話咨詢、銷售拜訪、接待客戶來訪、旅游展會、新聞媒體、市場調查等多種手段拓展新客戶。 10. Develops marketing intelligence: new product ideas, competition activities, new customer trends and performance. 獲取市場情報：如新的項目、競爭對手的活動、市場動向及表現。 11. Spends majority of time in face-to-face customer interaction outside of the hotel. 分配大部分的工作時間拜訪客戶。 12. Sells the benefits of the Sales Centre/property sales and event management. 向客戶推銷宴會銷售及服務所帶來的價值。 13. Strives to meet measurable targets and goals, as assigned for individual and team. 努力達成個人及團隊的目標（可測量）。 14. Implements training programs to improve sales efficiency and staff development. 參加培訓課程，提高銷售業績及技能。 15. Directs the activities of the proactive team. 管理銷售團隊日常工作 16. Tracks and measures the performance of Sales Executive on a monthly or period basis. 定期或月度考察銷售主任工作表現 JOB SPECIFICATION職位要求 : Profile of Competency 工作能力:  Strong overall sales skills 出色的銷售技巧。  Understanding of hotel（s） business mix needs of transient, group and catering business 理解適合酒店需要的散客、團隊及宴會的生意。  Self-confidence, energy and enthusiasm 自信、精力旺盛及熱情  Ability to present ideas, expectations and information in a concise, well-organized manner 良好的表達及組織能力  Excellent interpersonal conflict management skills 出色的人際交往能力  Software knowledge 電腦軟件應用知識  Sales systems knowledge 銷售系統知識  Understanding and achievement of team and individual goals 清楚及達成個人及團體目標。  Effective time management skills 高效的時間管理能力  Understanding of sales strategies and account profitability 清楚銷售策略及客戶利潤最大化。  Demonstrated leadership skills 領導能力  Demonstrated customer development and relationship management skills 客戶發展及關系管理能力 Language 語言能力:  Eexcellence Skills in English Spoken & Written 英語說寫能力良好 Education 教育:  College/University degree above 大專以上

職位介紹 ：（1）負責實現自己的市場部分客房和餐飲的銷售目標； （2）代表酒店通過客戶關系管理，與本地和國際市場的客戶保持密切的聯系并推銷酒店； （3）保證所有每日工作任務按時完成； （4）手工或用電腦保留和更新銷售記錄； （5）積極發展新客戶，穩定老客戶，及時向客戶傳遞飯店信息，推銷飯店產品，為飯店爭取客源，增加經濟效益； （6）建立客戶檔案，收集競爭對手和同行信息，提供給市場銷售經理參考； （7）征詢客戶意見，及時將賓客意見反饋給酒店有關部門。

職位介紹 ：（1）組織規定接待工作制度與規范，報領導審批后貫徹執行 （2）收集整理客人對接待服務的意見與建議，制定相關政策與措施，改善接待服務 （3）  主持例會，傳達酒店最新信息，檢查接待人員儀容儀表、行為規范及出勤情況 （4）  編制接待處員工工作班次，布置具體接待任務 （5）  與相關部門保持有效溝通，核查、統計房態信息，向其他部門報告房態信息 （6）  核查房租報告和每日營業日報，統計當日和前一日的客房出租率，并預測次日客房出租率 （7）  做好接待處巡查工作，及時處理問題并做好書面記錄 （8）  檢查維護接待用具與設備，監督維護環境衛生及保潔工作 （9）  完成領導交辦的其他工作

職位介紹 ：（1） 負責登記、排房和其他相關工作。在必要時，協助做好預先登記和訂房規劃 （2） 掌握最新房價、報價、折扣標準及其對相關部門的影響 （3） 數量掌握信用卡、外幣兌換的規定和辦理手續，并嚴格執行 （4） 熟悉客房種類、客房位置。熟練掌握客房控制架的使用 （5） 熟悉酒店員工、各項服務以及營業時間、內容 （6） 及時通知客房有關房數、延期住宿量、半天住宿以及客人特殊要求等 （7） 了解預定本部的工作流程，具備訂房工作經驗 （8） 友好、高速和熟練的完成客人的退房手續 （9） 熟悉酒店電腦的運作，了解現金控制手續，精準的入賬。嚴格按照業務程序管理貴物品