Front Office - Assistant AYS Manager

Job description

Marriott Hotels , Marriott International's flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.

Construction of the largest full-service Marriott-branded hotel in Shanghai, 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 enjoys a premium downtown location. Nanjing Pedestrian Street is a 30 second stroll from the hotel's street entrance. The BUND, Suzhou Creek and the lively Xintiandi are all within easy walking distance.

Desired profile

Qualifications :

MAJOR RESPONSIBILIES
职责概要 :
To provide leadership and direction for the At Your Service and Business Centre under the guidance of the At Your Service Manager. Responsibilities include training, motivating and managing all At Your Service and Business Centre associates keeping guest hospitality as the number one focus. The assistant manager should assist At Your Service Manager to ensure that associates have sufficient resources to perform their jobs well and constantly seek to improve the methods to meet the guest needs and expectations. The assistant manager should manage the daily operational tasks in an efficient and regular manner in the leadership of At Your Service Manager. 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 Agents.

在为您服务中心经理的带领下领导并带领为您服务中心和商务中心。职责包括培训、激励和管理员工将维持客人的满意度作为工作的首要重点。为您服务中心副经理应当协助经理确保员工有足够的资源以很好地实行他们的工作，不断寻求改善的方法以满足客人的需求和期望。为您服务中心副经理应当在经理的领导下使用高效、有规律的工作方法来管理日常业务工作。在处理事物时依据本地标准操作流程来协调工作，款待客人和指导员工成为专业，进取和消息灵通的宾客服务代理同时作为一个团队一起工作。

SPECIFIC DUTIES
工作 任务

·  Staff Management
员工管理
·  Assist the Manager to hold a pre-shift meeting with associates prior to reporting to stations.
协助经理举行每日的班前例会。
·  Be prepared for each daily activity and review any variations with manager and associate.
准备好每日工作，并与经理和员工一起检验任何变化。
·  Assist the manager in working shifts are covered with adequate staffing, ensure correct staffing during peak periods and when hotel experiencing high occupancy.
协助经理安排好足够的人员编制，在酒店经历高入住率时确保充备的人员配置。
·  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和责任，以他们的指导方针进行操作。
·  Communicate daily with At Your Service Manager and/or Duty Manager to assure consistency and pass-on of pertinent information.
每天与为您服务中心经理和/或值班经理沟通以确保当前信息的一致性和有效传递。
·  Able to perform the role of Duty Manager in the event in the absence of At Your Service Manager.
在为您服务中心经理缺席时能够完成部门值班经理的角色。
·  Assist At Your Service Manager to consistently document variations in associates performance and counselling in such cases.
协助为您服务中心经理持续记录员工表现的变化，在此类事件中与该员工商谈。
·  Ensure associate is properly groomed and wear clean uniform and name tag at all times. 在任何时候都确保员工穿着干净的制服和佩戴名牌。
·  Ensure department cleanliness is maintained at all times.
在任何时候都确保部门维持干净整洁。
·  Each associate is expected to carry out all reasonable requests by management, which the associate is capable of performing.
我们期望每位同事可以在管理下执行大家力所能及的所有合理要求。
·  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.
确保员工在日常工作中维持工作效率包括保持服务和安抚客人的质量，为我们的客人和酒店带来全面的满意。
·  Maintain close inventory control of uniforms, supplies and equipment on hand.
维持对手头制服，用品和设备的紧密库存控制。
·  Assist the manager to prepare and post weekly schedule before of next week. Schedule is planned based on projected occupancy.
协助经理根据预测的客房入住率来准备和发布下周部门计划。
·  Assist the manager in conducting frequent hospitality audits to ensure the associate are conducting themselves in the manner appropriate for the department. Ensure Service Excellence Standards are in place.
协助经理定期实施待客省察从而确保员工以适合部门的工作态度自我督促，确保优秀的服务标准被准确使用。
·  Maintain a complete and accurate set of logs in the guidance of the manager (pass-on, management schedule, emergency procedures, etc.).
在经理的带领下维持一整套完整无误的日志（交接、管理计划、紧急方案等等）。
·  Maintain a good working relationship with associates in the section and other departments.
与部门员工和其他部门同事保持良好的工作关系。
·  Assist the manager to determine the requirements for, and the follow-up on, special groups or VIPs.
协助经理确定特殊团队或重要人物的要求并跟进。

·  Prepare and submit accident or injury reports when needed.
需要时准备并提交事故或受伤报告。
·  Constantly stress to associates that they are the most effective tools in merchandising the hotel. Establish “sales consciousness” to associates when they provide assistance with guests.
不断向员工强调他们是推销酒店最有效的途径。使员工在为客人提供帮助的同事具备销售意识。
·  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.
确保所有遇到问题的客人都可以得到适当的解决回复，任何承诺过的赔偿都得以送达 同时所有的客人都能够收到我们以及时专业的态度提供的恰当事件跟进。
·  Able to supervise associates and handle any associate situation.
能够监督员工和处理各类员工状况。
·  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。
·  Maintain fair and consistent counselling and/or disciplinary procedures in accordance with Marriott's Guarantee of Fair Treatment Policy.
按照万豪的保证公平对待政策，维持公平和始终如一的意见和/或纪律程序。
·  Train
培训
·  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通过安全工作演练培训。
·  Implement an effective training program for new and current associates using training matrix, menus and appropriate reference manuals.
通过使用培训模型，菜单和合适的指导说明书对新加入和在职员工实行有效的培训计划。
·  Implement proper training program and control the training of the associate to top efficiency and in accordance with Marriott policies.
实行适当的培训计划并依照万豪政策控制对员工达到最高效率的培训。
·  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。
·  Provide job descriptions and an updated training manual.
提供工作职责和最新的培训指南。
·  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.
熟知酒店火警章程政策，突发事件报表，安全系统，以及相互联系的直接职责。确保所有员工得到关于这些程序的正确培训。
·  Have accurate complete guest assistance information available regarding sports or other special events taking place in the city or hotel restaurants.
拥有关于在本城市举行的体育赛事，特别活动或者正于酒店餐厅内推行的特别活动的相关正确完整的宾客协助信息。
·  Assist the manager in facilitating 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.
协助经理促进部门培训模块。不断的监督，评估并修改培训内容以反映正在运行中的变化并处理员工和经理所认同的需求。
·  Follow up regularly with AYS Manager regarding the AYS process and the performance of section responsibilities along with the section's function.
定期与为您服务中心经理跟进关于为您服务中心行事方法和连同部门职能一起的部门职责。
·  GuestWare
酒店宾客响应系统
·  Ensure GuestWare program is operational at all times during shift.
确保酒店宾客响应系统在每个班次中的正常运行。
·  Assist the manager to produce and distribute GuestWare Executive Summary reports on a daily, weekly and period basis (tracking issues and Repeat Guest Program).
协助经理每天，每周和在指定期间内运行和分发酒店宾客系统行政报表（跟踪事件和常客系统）。
·  Administrative
行政工作
·  Assist the manager to hold monthly department meetings.
协助经理举行部门每月例会。
·  Ensure all section guest incident forms and logs are completely filled out and maintained. If computer tracking is used, monitor this recording also. Have the capability to analyse statistics.
确保部门所有客人的事件表格和记录的完整填写和保存。如果使用电脑进行记录追踪，同样监督电脑记录。具备分析数据的能力。
·  Assist the manager to properly handle all administrative work with regard to performance appraisals and terminations of associate.
协助经理正确处理所有关于员工绩效评估和员工职位更换的行政工作。
·  Assist the manager to 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.
协助经理安排将来自于客人的员工表扬信传送至负责汇编每日报告的员工出，该报告包括在通告板上展示所有相关好评。
·  Ensure all support areas are functioning correctly and communicate to associate.
确保所有工作支持区域准确发挥功能并告知同事。
·  Establish goals and objectives to improve the department.
建立长期和短期的目标来提高部门。
·  Additional Responsibilities
附属职责
·  Know the features of the main telephone console.
知道电话主话务台的功能。
·  Any other duties as may be assigned in time.
及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:

Good knowledge and very familiar with At Your Service
十分熟悉为您服务中心的运营
Good knowledge of concerned At Your Service equipment
十分熟悉为您服务中心的相关设备
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)
优秀的英语书写，阅读和口语能力

Education
教育程度:

College and above 大专及以上

Job Qualification
工作资历：

Minimum 3 years management working experience at International 5-Star Hotel.
3年及以上的国际五星级酒店相关管理工作经验
Demonstrated excellent communication and hospitality skills.
展现优秀的沟通和宾客关系能力
Demonstrated key leadership qualities.
展现关键的领导品质

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.