• 五险一金
• 节日礼物
• 带薪年假
• 管理规范
• 人性化管理

Safetyand Security 安全
§  Follow property specific procedures for handling emergency situations(e.g. evacuations, medical emergencies, natural disasters). 
根据酒店程序处理紧急情况（例如：疏散，医疗急救，自然灾害）
§  Report work related to accidents, or other injuries immediately uponoccurrence to manager/supervisor.
一旦发现任何事故，意外立即上报。
§  Follow company and department safety and security policies andprocedures to ensure a clean, safe, and secure environment.
根据酒店和部门的安全政策，保证清洁，安全的环境。
§  Identify and correct unsafe work procedures or conditions and/or reportthem to management and security/safety personnel.
及时发现和纠正不安全的操作/情况，及时汇报给管理团队。
Policiesand Procedures 政策与程序
§  Protect the privacy and security of guests and team member.
保护客人及团队成员的隐私和安全。
§  Maintain confidentiality of proprietary materials and information.
对酒店的内部材料和信息保密。
§  Follow company and department policies and procedures.
遵循公司及部门的政策和程序。
§  Perform other reasonable job duties as requested by Managers.
服从和执行经理的工作分配。
§  Attends scheduled training.
按计划参加培训。
§  Always be briefed and updated important information of hotel.
了解酒店信息并做及时更新。
§  Performance standard must be used at all times in order to project auniform standard and maintain a notable image of the switchboard.
始终贯彻本岗位工作标准。工作标准的使用是为了建立统一的服务标准并让宾客体验给人以深刻的印象。
§  Never offers guest information or guest room number to the callers
不要把客人的信息或房号告知来电者。
§  Notify Security of any guest reports of theft.
接到客人报告偷盗事件及时通知到防损部。
GuestRelations宾客关系
§  Keeps alert to special events, functions.
对特别事件以及活动保持警惕。
§  Service provided to all guests must be as courteous as possible and allinquiring must be fulfilled with guest’s satisfaction at the required time
为客人提供尽可能礼貌的服务，即时满足客人的要求。
§  Reports all guest comments to manager/supervisor for analysis anddiscussion.
把客人对我们的建议报告经理，以便作出合理地分析和判断。
§  Ensures all morning calls are recorded-must be double checked by anotherGuest Experience colleague. Standard wake up calls must be checked to ensurethat they are answered.
确保记录好所有的叫醒服务。必须由另外一个同事复查记录。标准的叫醒服务意味着确保客人接起电话被告知。
§  All logbooks must be read and signed before commencing duty.
在上岗之前必须签阅交接本。
§  Must be aware of all emergency procedures and refer to as often aspossible
清楚了解并时常练习紧急情况的处理过程。
§  Ensure that guests and staff are given the most up to date telephoneinformation when asked.
确保给予同事及客人最新的电话信息。
§  Report all guests’ comments whether positive or negative by using theMr. BIV.
不论客人对我们的评价是好是坏，我们都应该通过 Mr.BIV 的方式出具报告。
§  Always work as a team allowing the job at the switchboard to be asinteresting as possible.
坚持团队合作，增加宾客体验房工作的趣味性。
§  Answer department telephone within 3 rings, using correct salutationsand telephone etiquette.
在三声铃响内接起电话，正确而礼帽的应答。
§  Review the F&B promotion report daily and be ready to makesuggestions to the guests.
了解当日的餐饮促销活动，供客人参考。
§  Never argue or disagree-the guest is always right.
不要与客人争辩或否定客人。记住客人永远是正确的。
§  Apologize, don’t make excuses, and do not blame another person ordepartment.
道歉，无须多余解释。不要把责任归咎于另一个部门或其他人身上。
§  Build good relationships with guests.
与客人建立良好关系。
§  Suggest the service or facilities to guest may need when guest call downfor morning call or other interaction with guest.
当我们接叫早服务或者和客人有其他交流的时候，可以向客人推荐使用我们的设施设备。
§  Answer, record, and process all guest calls, requests, questions, orconcerns.
回答，记录所有客人的电话，要求，问题。
§  Contact appropriate individual or department (e.g., Bellboy, Front Desk,Housekeeping, Engineering, Security /Loss Prevention) as necessary to resolveguest call, request, or problem.
准确，完整，清晰的接收，记录相关的信息，如有要解决客人电话，要求，问题的，及时联系相关的个人和部门（比如，行李员，前台，客房，工程，防损）。
§  Follow up with guests to ensure their requests or problems have been metto their satisfaction.
跟进和确保客人的要求和问题得到及时的解决并超出客人的期望。
§  Accept and record wake-up call requests and deliver to the appropriatedepartment.
接收和记录所有的叫醒服务。
§  Deliver wake-up calls for guests at the requested time.
在客人要求的时间按时叫醒客人。
§  Supply guests with directions and information regarding propertyamenities, services, and hours of operation, and local areas of interest andactivities.
提供酒店礼物,服务,营业时间和本地特色及活动的相关信息给客人。
§  Identify and explain room features to guests (e.g., use of room key,mini-bar, ice and vending areas, in-room safe, valet laundry services).
介绍酒店的产品给客人 (比如房卡的使用，迷你吧，冰块，客房保险箱，洗衣服务)。
§  Follow up with guest regarding satisfaction with guest-related issues.
确保客人所有的问题得到满意的解决。
§  Respond to special requests from guests/residents with unique needs.
提供有特殊要求的服务和独一无二的体验。
Reports/Recordkeeping 报表/记录
§  Log all guest requests, incidents, adjustments and comment cards intocomputer to allow for proper tracking and documentation of guest problems andsolutions.
记录所有客人的要求，事件，调整并记录在电脑里，便于我们更好的跟进和记录客人的问题是否得到解决。

Communication沟通
§  Speak to guests and co-workers using clear, appropriate and professionallanguage.
用清晰，合适，专业的语言与客人同事沟通。
§  Answer telephones according to hotel standards.
根据酒店要求接听电话。
§  Discuss work topics, activities, or problems with employees,supervisors, or managers discreetly and quietly, avoiding public areas of theproperty.
小心谨慎的与同事讨论工作事宜，并且避免在公共区域讨论问题。
§  Provide assistance to employees, ensuring they understand their tasks.
协助同事，保证他们了解任务。
§  Exchange information with employees effectively.
和同事高效的分享信息。
Workingwith Others 协作
§  Support all employees and treat them with dignity and respect.
协助同事，尊重他们。
§  Develop and maintain positive and productive working relationships withother employees and departments.
建立和保持积极高效的工作关系。
§  Partner with and assist employees to promote an environment of teamworkand achieve common goals.
协助同事们建立团队协作的环境，以成就共同的目标。
§  Perform other reasonable job duties as requested by Supervisors, includesimilar job duties as decided by their supervisor, possibly in otherdepartments; however at the same level
建立和沟履行上级安排的其他工作，包括被安排到其他部门协助工作，但职位级别不改变。
Others 其他
§  Follow all company policies andprocedures and is in accordance with local law. In compliance with Marriott AuditControl Self-Assessment Tool.
遵守所有公司政策和程序,并符合当地法律。严格遵循万豪自我评估审计标准的内容。
§  A review of this description hasexcluded the marginal functions of the position that are incidental to theperformance of fundamental job duties. All duties and requirements areessential job functions.
这份岗位职责并不包括该职位所要求的次要性及附带性的工作。以上工作任务和要求是这一个职位所需的最基本的要求。
§  This job description in no way statesor implies that these are the only duties to be performed by the employeeoccupying this position. Employees will be required to perform any otherjob-related duties or hospitality business related duties in possibly otherareas of the hotel or related department assigned by their supervisor.
这份岗位职责绝不表明或暗示该职位的员工仅限于以上所列出的工作职责，员工应当根据其主管的要求完成其它在本酒店与工作相关或者与酒店行业相关的工作任务。
§ This document does not create anemployment contract, implied or otherwise, other than an "at will"employment relationship. 这一份岗位职责并不具有任务合同性质。本文件纯属为对相关职位的工作概述。

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