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崗位職責/職位描述

1.協助客房部經理確保客房部流暢及高效的運作，確保員工嚴格遵守運營手冊內所列的的政策和程序。

Assists the 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.

2.確保客房部領班和客房服務員遵循品牌承諾并始終提供優異的對客服務。

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

3.確保客房部領班和客房服務員適時的為其他部門員工同樣提供優質的服務。

Ensures Housekeeping Floor Butlers and Attendants also provide excellent service to internal customers as appropriate.

4.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.

5.保持與顧客和同事的良好合作關系。

Maintains positive guest and colleague interactions with good working relationships.

6. 向客房部經理匯報有關防蟲治蟲的事情。

Reports any pest-control issues to the Housekeeping Manager.

7.進行日常房間檢查，確保達到清潔標準。

Conducts regular inspections of rooms, ensuring standards of cleanliness is maintained at all times.

8.杜絕誤將維修房或未清潔的房間出售給客人。

Ensures no defect or dirty rooms are sold to a guest.

9. 確保正確的處理丟失及拾獲物品。

Ensures the proper handling and control of lost and found items.

10.與前廳部經理和客房部經理協作，經常性的巡視和全面檢查房間和其它房務區域的總體運營情況。

Conducts frequent and thorough inspections of guest rooms and Rooms areas in general, together with the Front Office Manager, and/or the Housekeeping Manager.

11.確保準備好每日預抵貴賓房間、特殊要求房間、長住客的房間，并確保房間內放置適當的歡迎贈品。

Ensures all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are prepared with the appropriate welcome and other amenities.

12.與前廳部和工程部保持良好的協作，便于進行必要的房間維護。

Works closely with the Front Office and Engineering Departments to block rooms as necessary for maintenance.

13.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.