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Policies and Procedures
政策及程序
§ Ensure uniform, nametags, and personal appearance are clean, hygienic and professional.
確保制服、名牌和個人儀表干凈、衛生和專業。
§ Follow company and department policies and procedures.
遵守公司和部門的政策和程序。
§ Perform other reasonable job duties as requested by Supervisors.
執行主管要求的其他合理的工作職責。
§ Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
根據公司政策和程序保護公司工具、設備、機器或其他資產。
§ Protect the privacy and security of guests and coworkers.
保護客人和同事的隱私和安全。

Guest Relations
賓客關系
§ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
微笑、眼神交流和友好問候歡迎和感謝每一位客人，并盡可能使用客人的名字稱呼客人。
§ Anticipate and address guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
預見客人的服務需求，包括向客人提問以更好地了解他們的需求，觀察/傾聽客人的喜好并盡可能采取行動。
§ Assist other employees to ensure proper coverage and prompt guest service.
協助其他同事以確保為客人提供周到和及時的服務。
§ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
積極傾聽和回應客人的問題、顧慮及要求，運用品牌或酒店的特定模型（如LEARN、PLEASED、guest Response、LEAP、MYSTIQUE）解決問題、為客人創造驚喜并建立信任。

Communication
溝通
§ Speak to guests and co-workers using clear, appropriate and professional language.
使用清晰、恰當和專業的語言與客人和同事交談。
§ Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
與同事、主管或經理討論工作話題、活動或問題需小心謹慎和輕聲，避免在酒店公共區域
§ Support all co-workers and treat them with dignity and respect.
支持所有同事，并尊重他們。

Housekeeping Protocol
客房禮儀
§ Contact Engineering, At Your Service (AYS), Delighted to Serve (DTS), or Housekeeping office directly for urgent repairs and preventative maintenance issues.
針對緊急維修和預防性維護問題，直接聯系工程部、為您服務中心（AYS）、樂意服務中心（DTS）或客房部。
§ Respond promptly to requests from guests, Front Desk, or At Your Service requests.
迅速回應客人、前臺或為您服務中心的要求。
§ Select appropriate cleaning chemicals and necessary personal protective equipment for various surfaces and cleaning jobs, following OSHA regulations and corporate standards.
根據OSHA法規和公司標準，為各種表面和清潔工作選擇合適的清潔化學品和必要的個人防護設備。
§ Fill cart with supplies (e.g., chemicals, rags, linens, amenities) as needed.
工作推車裝滿所需備品（例如，化學品，抹布，亞麻布，設施）。
§ Report room status (e.g., Do Not Disturb notice on room, discrepant rooms) to Main Linen Room, Housekeeping manager/supervisor, or Front Desk.
向布草房、客房部經理/主管或前臺報告房間狀況（例如，通知請勿打擾的房間，不一致的房間）。
§ Comply with quality assurance expectations and standards.
符合質量保證期望和標準。
§ Return cart to designated area at the end of shift.
輪班結束后將推車放回指定區域。
§ Clean and organize items stored in laundry room, supply/storage closets, linen room, and/or uniform room.
清潔和整理洗衣房、用品/儲物柜、布草房和/或制服房的物品。
§ Fold cleaned linen into designated size, either by hand or using folding machine.
手工或使用折疊機將洗干凈的布草折疊成指定尺寸。
§ Perform other reasonable duties as requested.
按要求履行其他合理職責。