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Policies and Procedures
政策及程序
§ Protect the privacy and security of guests and co-workers.
保護客人和同事的隱私和安全。
§ Maintain confidentiality of proprietary materials and information.
維護專有資料和信息的機密性。
§ Follow company and department policies and procedures.
遵守公司和部門的政策和程序。
§ Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
確保制服、銘牌和個人儀表干凈、衛生、專業，并符合公司的政策和程序。
§ 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。

Guest Relations
客戶關系
§ Address guests' service needs in a professional, positive, and timely manner.
以專業、積極、及時的方式滿足客人的服務需求。
§ Assist other employees to ensure proper coverage and prompt guest service.
協助其他員工，確保在對客服務時為客人提供及時、適當的服務。
§ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
歡迎并感謝每一位客人，微笑，眼神交流，友好的口頭問候，盡可能叫出客人的名字。
§ Anticipate 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.
預測客人的服務需求，包括詢問客人的問題，以更好地了解他們的需求，觀察、傾聽客人的喜好，并在可能的情況下采取行動。
§ 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.
使用品牌或酒店的特定流程（如LEARN、PLEASED、guest Response、LEAP）積極傾聽并積極回應客人的問題、擔憂和要求，以解決問題、取悅客人并建立信任。
§ Thank guests with genuine appreciation and provide a fond farewell.
真誠地感謝客人，并致以親切的告別。
§ Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
與客人進行對話，關于住宿、酒店服務和地區景點、產品。
§ Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
為殘障人士提供幫助，包括在指導范圍內為視力、聽力或身體受損的人士提供幫助（例如，在被要求時陪同他們，用語言解釋行動，在紙上寫下指示，將物體移開，或提供使用盲文或TDD電話的通道）。

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。
§ Provide assistance to coworkers, ensuring they understand their tasks.
為同事提供幫助，確保他們理解自己的任務。
§ Talk with and listen to other employees to effectively exchange information.
與其他員工交談并傾聽，有效地交換信息。
§ Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
接聽電話時要遵守適當的禮儀，包括在鈴響3聲之內接電話，微笑著接電話，喊出呼叫者的名字，將電話轉接到適當的人/部門，在讓呼叫者保持通話前請求允許，接收和轉發信息，允許呼叫者結束通話。
§ Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
與同事、主管或經理謹慎、安靜地討論工作主題、活動或問題，避免進入公共場所。
§ Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
準備和審查書面文件（如：日常日志、商務信函、備忘錄、報告），包括校對和編輯書面信息以確保準確性和完整性。

Assists Management
協助管理
§ Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
作為部門的榜樣或導師，與員工一起工作，履行技術或職能工作職責。
§ Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
分配并確保工作任務按時完成，并符合質量標準。
§ Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
確保員工接受公司核心價值觀、工作角色、職責以及技術和服務方面的培訓。
§ Ensure employee compliance with company standards and policies and external regulations (e.g., safety, OSHA, department-specific procedures such as food standards).
確保員工遵守公司標準和政策以及外部法規（如安全、職業安全與健康管理局、部門特定程序，如食品標準）。
§ Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
鼓勵和激勵員工，盡其所能。對任務和任務負責，做出決策并提供可能的改進意見。
§ Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
協助管理層確保員工有必要的資源來有效地執行他們的工作（例如，供應，設備和庫存）。
§ Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
協助管理層建立和溝通目標，績效期望，時間表、輪班表或部門運作的最后期限，并確保他們被理解。
§ Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
聽取員工的建議，改進工作和服務客人的方式，在需要時獲得管理層的支持。
§ Coordinate tasks and work with other departments to ensure that the department runs efficiently.
協調任務，與其他部門合作，確保部門高效運行。
§ Collaborate with management to develop and carry-out ideas and procedures, and set goals to continuously improve department performance around guest and employee satisfaction scores.
與管理層合作，發展和執行想法和程序，并設定目標，根據客人和員工的滿意度得分不斷提高部門績效。
§ Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
指導和發展員工（例如，為持續改進創造期望，提供具有挑戰性的任務和任務，舉行發展討論，構建和執行發展計劃）。
§ Collaborate with management to formally recognize hourly employees' performance contributions.
與管理層合作，正式認可員工的績效貢獻。
§ Serve as hourly employees' first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
作為員工的第一個聯系人，作為公平待遇保證/開放政策流程的一部分。
§ Ensure staff is working together as a team to ensure optimum service to guests.
確保員工團隊合作，確保為客人提供最佳服務。
§ Communicate with guests, other employees, or departments to ensure guest needs are met.
與客人、其他員工或部門溝通，確保滿足客人的需求。
§ Inspect grooming and attire of staff, and rectify any deficiencies.
檢查員工的儀容儀表，糾正任何不足之處。