Job Description :
Job Category Rooms and Guest Services Operations
Location Shanghai Marriott Hotel City Centre, Lot 559, Xizang Road Central, Huangpu District,, Shanghai, Shanghai, China
Brand Marriott Hotels Resorts /JW Marriott
Position Type Management
Start Your Journey With Us
万豪酒店是万豪国际集团的旗舰牌，布全 500 多个地区，正在断推进待客的艺术，让我们的客人拥有精彩纷呈的旅程。作为万豪酒店的主人，您将通过供佳的选择精致的风格和精心设计的细节，帮助我们守这一承诺。凭借您的技能和想象力，我们将一创新和塑酒店业的未。
作为上海最大规模的万豪牌酒店，上海雅居万豪酒店于2011年11月24日正开业，其座于的城市中心，于西中路，毗邻人民广场和人民公园。步行至京路步行街仅需30秒，也步行至上海的著景点 —— 外滩，州河新天地。
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.
（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.
Ensure daily operation is smooth and is manned by sufficient manpower at all times.
Be aware of the duties and responsibilities of all associates in order to lead the department efficiently.
Conduct monthly department meeting and act on feedbacks, suggestions to ensure a better work environment for all associates.
Ensure all associates abide by the policies and procedures of the department and hotel.
Check on condition of equipments in the front office to ensure they are in working conditions and up to standard of corporate image.
Monitor daily occupancy for better room inventory control.
Ensure all associates are aggressively scouting for new Marriott Rewards members.
Check daily Executive Summary to ensure all incidents are resolved promptly, and to do any follow-up with guest as and when necessary.
Monitor purchases of the department and ensure monthly expenditure is in line with the budget.
Review and fine tune all policies and procedures for the department as and when required.
Respond to guest comments and complains from Guest Satisfaction Survey or Guest Alert from Corporate as and when required.
Plan department’s budget with Director of Rooms and Director of Finance annually.
Be the systems manager for Opera in the resort and liaise with Opera support for any back ups and baseline updates.
To be conversant with Opera, Marsha, PABX, key card system and other software used by the hotel in order to effectively generate reports, training programs and /or any requests from in-house guests.
Attend meetings scheduled by management as and when necessary such as Leadership meeting, Sales Strategy, etc.
Complete all managers’ Leadership Performance Process (LPP).
Ensure that all managers practice Managing from the lobby concept, and to ensure that Front Desk and Guest Service Managers are present in the lobby areas during peak hours and as and when necessary.
Maintain effective service in line with the hotel’s corporate image for:
Company’s grooming standard
Standard Operation Procedures
Ensure effective communication within the Front Office as well as other departments in achieving the hotels’ goals.
Establish good rapport with guests and improve services of all areas in front office operation to maintain high level of Guest Satisfaction.
To be able to plan, organize and prioritize daily job duties effectively to ensure the smooth operation of the front office.
To ensure that all associates thoroughly understand and actively participate in exercising cost management such as energy savings, recycling, and proper use of office stationary and supplies.
Work closely with Sales & Marketing and Revenue departments to achieve the highest occupancy and average daily rate.
To ensure the front office operates within the operating expenses budget with effective control of the followings:
Front office operating expenses
Coordinates with Accounts department for updated credit information and to clear any outstanding accounts of guests.
Understand and embraced the operating values, mission statement and vision of Shanghai Marriott Hotel City Centre, and practice with team members.
Evaluates associates performance regularly and tackle weak areas for immediate improvements. Implement training programs in conjunction with the training department, and provides guidance to associates in a professional manner for their career-development.
Ensure guests’ needs are attended promptly and efficiently with follow-up as and when necessary. Be a positive role model for all team members.
Coordinates with the Director of Services, Revenue Manager and Director of Engineering in blocking rooms for maintenance purposes.
Embrace a sense of ownership towards all equipment of Shanghai Marriott Hotel City Centre, and that they are handled and used in a caring manner. Any sightings on property equipment that are mismanaged or vandalized are to be reported to the Security department immediately.
Ensure the importance of safety and security of all guests and associates are well understood. To liaise and work closely with security department in handling any incidents of crimes and accidents within the hotel premises.
Be well versed with all emergencies procedures and be able to provide instructions and lead guests and associates to safety in the designated area for emergency situation. To have a sound knowledge on all the roles of each team member during emergencies and to delegate effectively to ensure the safety of both human and properties of the hotel. To have a detailed knowledge on various types of reports to be generated during any emergencies situations including proper auditing of guests and associates.
Ensure that all associates display an excellent level of courtesy and etiquette in the presence of guests and fellow associates.
Brief Front Desk Managers and Supervisors on any new policies, F&B promotions including special instructions from upper management.
Prepares rooms forecasts and other reports for management attention, and verify morning statistics reports including accurate daily occupancy forecast.
Be an ambassador of the hotel at all times.
Actively look for ways to improve and modify operation procedures to improve guests and associates satisfaction.
Any other duties as may be assigned from time to time
其他任何定时分的任务。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.