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崗位職責/職位描述

行政

Administration

§? 協助客房部經理及客房部副經理確保部門順暢有效的運轉，并且確保部門的運轉嚴格遵照部門政策和程序進行。?

Assists the Assistant?Housekeeping?Manager and Housekeeping Manager in the smooth and efficient running of the Housekeeping department, ensuring that all the policies and procedures outlined in the Departmental Operations Manual are strictly adhered to.?

§? 記錄當班日志，并跟進來自其他領班的未盡事宜報告。?

Logs daily events in Supervisor’s Logbook and follow-up on information reported by the other Supervisors daily.?

§? 將維修需求通知工程部。?

Raises job order to Engineering department for repair and maintenance work.

?

賓客服務?

Customer Service

§? 確保所有服務員遵循品牌承諾并始終提供優異的對客服務。?

Ensures Housekeeping Attendants deliver the brand promise and provide exceptional guest service at all times.?

§? 確?？头坎繂T工適時的為其他部門員工提供同樣優質的服務。?

Ensures Housekeeping Attendants also provide excellent service to internal customers as appropriate.?

§? 禮貌而高效地處理所有客人和內部的投訴和詢問，確保問題得到圓滿解決。?

Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.?

§? 保持與顧客和同事之間良好的合作關系。?

Maintains positive guest and colleague interactions with good working relationships.?

?

營運?

Operational?

§? 確保持續提供高水平的賓客服務。?

Ensures a high level of customer service is consistently maintained.??

§? 將來自任何客人和其他部門的反饋與副理進行溝通。?

Ensures the?Assistant Manager is kept fully aware of any relevant feedback from either customers or other departments.??

§? 確保副理始終意識到任何相關的反饋即可以從客人中來也可以從其他部門中來。?

Ensures the Assistant Manager is kept fully aware of any relevant feedback from either customers or other departments.??

§? 遵守酒店有關客房部的政策及程序。?

Complies with the?Hotel’s Policies and?Procedures relating to Housekeeping.??

§? 遵守房務部訂立的系統及程序。?

Complies with all systems and procedures as laid down by Rooms?Division.??

§? 確保客房的清潔和服務達到凱悅品牌的標準。?

Ensures the cleaning and servicing of guest rooms meet Hyatt brand standards.???

§? 確保正確地儲存及發出客用品。?

Ensures proper storage and issues of guest supplies.??

§? 確保按設定的程序及標準處理客房的布草、客衣。?

Ensures house linen and laundry as well as guest laundry being handled as per the set procedure and standards.??

§? 分配每日工作量并對工作質量和進度進行跟進。?

Assign daily task?reasonably?and?monitor the quality and process.??

§? 更新可以入住房間的房態。?

Updates status of rooms ready for occupancy.??

§? 管理儲存物品的盤點，確保準確的用品供應。?

Manages inventory of stock to ensure adequate supplies.??

§? 檢查客房、走廊，以發現需要維修及更換的家具或設備，并向客房部經理提出建議。?

Inspects rooms,?corridors?to determine need for repairs or replacement of furniture or equipment, and makes recommendations to Housekeeping Manager.??

§? 指引和協助負責清潔的員工的工作。?

Directs and assists in assigning work to cleaning associates.?

§? 檢查客房、走廊，以保證這些地方的干凈、整潔。?

Inspects guest rooms, corridors?for cleanliness and orderliness.??

§? 檢查所有重要客人和長住客人的房間。?

Inspects all VIP and long-stay guest rooms.??

§? 在貴賓到達前完成清掃工作。?

Performs pre-setup for VIP?arrivals.?

§? 根據酒店花束擺放需求聯系花匠。?

Liaises closely with Florists regarding floral arrangement in the?Hotel.?

§? 申領客房用品、家具及設備。?

Submits requisitions for room supplies, furniture, and equipment.??

§? 處理客人關于客房部服務或設備的投訴。?

Handles guest complaints regarding Housekeeping service or equipment.??

§? 對客房進行最后的檢查并迅速、準確地向客房部賓客服務員及/或前廳部員工發出房態報告。?

Inspects guest rooms and submits prompt and accurate room status reports to Housekeeping Guest Service Officer?and/?or Front Office associates.??

§? 發放、檢查及控制所有清潔用品和設備。?

Issues, inspects, and controls all cleaning products and equipment.??

§? 確保按照部門運營手冊的要求補充浴室用品。?

Ensures?bathroom supplies being replenished as per the Departmental Operations Manual requirements.??

§? 報告所有遺失及損壞的酒店財產。?

Reports missing and damaged?Hotel?property.??

§? 根據酒店“失物招領”制度，報告并處理所有失物招領事項。?

Reports and handles all Lost and?Found items as per?Hotel “Lost and Found”?policy.??

§? 保持恰當的記錄并控制客房部日常運營及報告。?

Maintains proper records and controls daily Housekeeping operations and reports.??

§? 確保所有供應品、設備及儲藏室的整潔。?

Ensures?the cleanliness of all supplies, equipment and storage rooms.??

§? 根據酒店的政策和客房部的規定使用和管理鑰匙。?

Use and control?Hotel?keys according to?Hotel?policy and Housekeeping principle.?

§? 為服務員分配任務和職責。?

Assigns duties and responsibilities to Housekeeping Attendants.?

§? 檢查員工的工作完成情況。?

Conducts checks on works done by Housekeeping Attendants.?

§? 檢查外包工作的進行情況。?

Conducts checks on works carried out by Contractors.?

§? 與承包商負責人協調并檢查其工作。?

Coordinates and inspects with Contractor’s Supervisor on work carried out by Contractors.?

§? 確保服務符合品牌標準的基本要求，適時提供更多可供選擇的品牌服務。?

Ensures all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.?

§? 根據顧客意見調查結果，確保所有改進措施貫徹執行。?

Responds to the results of?LRA?and ensures that the relevant changes are implemented.?

§? 以協助和靈活態度與其他管理層員工密切合作，關注酒店的整體成功和客人滿意度。??

Works closely?with other management associate?in a supportive and flexible manner, focusing on the overall success of the?Hotel?and the satisfaction of?Hotel?guests.?

§? 發揚“群策群力”的精神，確保客房部員工與其他部門在工作中相互支持、靈活變通。?

Ensures Housekeeping?associates?are working in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.?

§? 遇到投訴或問題，如果不能立即找到解決的方法，則向客房部經理匯報。?

Reports complaints or problems to Housekeeping Manager if no immediate solution can be found.??

§? 確保每日運營的流暢。?

Ensures daily operation runs smoothly.?

§? 熟悉緊急事件處理程序。?

Familiar with all Emergency Procedure.?

§? 每日監控顧客滿意度調查，定期與團隊分享結果和客戶評價。?

Monitors?Hysat?on a daily basis and shares results and guest comments with the Team regularly.?

?

人事?

Personnel?

§? 監督服務員的出勤和儀容儀表，確保員工穿著合體的制服，并保持高標準的個人酒店和部門的儀表衛生標準。?

Ensures the punctuality and appearance of all Housekeeping Attendants, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the?Hotel?and department’s grooming standards.?

§? 通過持續的反饋和月度例會協助部門培訓員不斷進步。?

Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings.?

§? 通過恰當的培訓、指導和/或輔導，提高客房部員工的服務技巧和工作效率。?

Develops the skills and effectiveness of all Housekeeping Attendants through the appropriate training.?

§? 鼓勵員工創新、變革，以及積極面對挑戰，并對他們的貢獻表示認可。?

Encourages Housekeeping Attendants to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.?

§? 支持落實人本品牌,?示范并加強凱悅價值觀和文化特性。?

Supports the implementation of "The People Brand", demonstrating and reinforcing Hyatt's Values and Culture Characteristics.?

§? 確保員工理解酒店的規章制度并遵照執行。?

Ensures Housekeeping Attendants have a complete understanding of and adhere to?associate?rules and regulations.?

§? 確保員工遵守酒店、公司和地方的法律法規及與消防、安全相關的規定。?

Ensures Attendants follow all?Hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.?

§? 確保員工根據運營手冊規定進行工作。?

Ensures the standards as stated in the Operations Manuel are maintained by Housekeeping Attendants.?

?

其他?

Other Duties?

§? 熟知酒店的員工手冊內容，嚴格執行酒店的規章制度，尤其是有關消防，衛生，健康，與安全的政策和程序。?

Understands and strictly adheres to Rules and Regulations established in the?Associate?Handbook and the?Hotel's policies concerning fire, hygiene, health and safety.?

§? 保持高標準的個人形象和儀容儀表。?

Ensures high standards of personal presentation and grooming.?

§? 始終對個人行為負責，?并且積極展現酒店和凱悅的形象。?

Exercises responsible behaviour at all times and positively representing the?Hotel?team and?Hyatt.?

§? 隨著行業、公司和酒店的變化，對客房部職能作出相應調整。?

Responds to changes in the Housekeeping function as dictated by the industry, company and?Hotel.?

§? 參加必要的培訓和例會。?

Attends training sessions and meetings as and when required.?

§? 完成其他合理分配的職責和任務。?

Carries out any other reasonable duties and responsibilities as assigned.?

§? 能應對工作職責的變化。為了滿足營業及客戶服務需求?，也許會有工作職責和任務的變動，包括調任至其他部門或區域。?

To be flexible in your job function and perform any other reasonable duties and responsibilities which may be assigned to you, including redeployment to other departments/areas if required, in order to meet business demands and guest service needs.?

§? 酒店依靠員工的靈活性以保證已達到的高標準的持續性。因此，此份工作職責僅作為最常用的工作職責的指南，如有需要，可進行修改和調整。?

The?Hotel?relies upon the flexibility of its associates to ensure the continuity of the high standards currently being achieved.? As such, this job description is only intended to be a guide to the most regularly performed duties and is subject to amendment and change as may be considered necessary from time to time.?