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崗位職責/職位描述

Primary Responsibilities 主要職責

Deliver Professional and Efficient Room Service??

提供專業(yè)高效的客房服務

?

·?Provide a consistent room and bathroom product and service adjacent areas that meets the hotel’s standards for cleanliness and presentation and offering high quality service.

負責客房、浴室和相關區(qū)域的產(chǎn)品能符合酒店的清潔和規(guī)定標準及為客人提供高質(zhì)量服務。

·?To daily spot-check vacant, occupied and out order rooms and report finding to floor supervisor.

每日檢查所在樓層空房，住客房和維修房，發(fā)現(xiàn)問題及時向樓層主管報告。

·?Responsible for the cleanliness in floor public area and the tidiness of pantry.

負責樓層公共區(qū)域和工作間的衛(wèi)生。

·?To coordinate the spring cleaning/extra work schedule/maintenance requisitions of all rooms and public areas with floor supervisor and ensure such schedules and requests are followed.

協(xié)助樓層主管來完成制作房間和公共區(qū)域的大清潔/特別清潔/工程維修并且保證這些計劃順利進行貫徹。

·?Assist floor supervisor to check all rooms and ensure the cleanliness of the room meets hotel standards.

協(xié)助樓層主管檢查房間，確保房間清潔質(zhì)量符合酒店標準。

·?Abide by Supervisor instruction and make up the urgent guestroom.

服從主管的指示，先整理緊急的房間。

·?Clean guestroom in the following order: early guests request, occupied room with make-up sign, arrival guestrooms, occupied rooms, check out rooms.

按以下順序打掃房間：清早客人有要求的，住房有打掃房間標志的及已經(jīng)預定了退房，住房，退房。

·?Everyday check in in advance 15minutes and check out after 15minutes, then know assignment and take work report and keys.

每天應提前十五分鐘到部門簽到和推后十五分鐘簽退，然后領取各自區(qū)域的報表及鑰匙。

·?To inspect if there is damaged equipment or Lost & Found and report to Housekeeping office in time.

及時檢查如有設備損壞，或有遺留和丟失物品應及時報到客房部辦公室。

·?To fill in Room Attendant work report form as required.

按照要求填寫樓層服務人才作報告。

·?Tidy up and filled the pantry and trolly.

下班前整理并補充好工作間和工作車物品及易耗品。

·?Ensure the veracity of the matters that will be handed down to the next shift.

交接給下一班人才的事情要保證其準確性

·?Switch?off all lights in pantry, lock the door, hand in work form to Supervisor ，and return the keys to office.

關工作間所有的燈，鎖門，將工作報表交至主管處,并將鑰匙歸還到辦公室。

Focus on a Guest Arrival and Departure Experience

關注到達和離開客人的體驗

·?To offer the service of polishing shoes and receiving guests’ laundry.

為客人提供擦鞋和收洗衣服務。

·?Keeping appearance in good condition and pay attention to oneself behavior and keep smile toward guests.

注意儀容儀表，保持微笑。

·?Provide a consistent room and bathroom product and service adjacent areas that meets the hotel’s standards for cleanliness and presentation and offering high quality service.

負責客房、浴室和相關區(qū)域的產(chǎn)品能符合酒店的清潔和規(guī)定標準及為客人提供高質(zhì)量服務。

·?Everyday make up guestrooms up to the standard set up by the hotel and supply guestroom with consumed articles in time.

按照標準每天整理客房，及時補充消費物品及易耗品。

·?To cooperate with talent of Front Office to inspect the checking out room as quickly as possible.

迅速檢查完退房，盡快報給前廳部。

Work as Part of the Housekeeping Department Team

作為客房團隊的一部分

·?Report to Floor Supervisor or office clerk of all repairing problems in guestroom.?Assist other department in opening guestroom (such as Engineering and Room service).

如房間有工程問題則報告給樓層主管或辦公室文員協(xié)助其他部門開房門（比如說工程部和送餐部）。

·?Report all special matters about occupied guest.

及時的報告一切住客房間的特殊事宜。

·?To inform office all about guestroom appliance that is in pantry (such as dishware).

通知辦公室如果工作間有任何餐具或用具。（比如餐具）

·?Maintain collaborative working relationships with colleagues & supervisors?& managers.

與同事、主管、經(jīng)理保持合作關系?。

·?Participate in training activities to improve knowledge & skills.

參加培訓來提高知識和技能。

·?Follow guidelines provided in talent handbook.

遵循人才手冊中的指導方針。

Occupational Health and Safety Responsibilities

職業(yè)健康及安全職責

·?Demonstrate Awareness of OH&S policies and procedures.

了解職業(yè)健康及安全政策及流程。

·?Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly.

熟悉財物安全、急救、火災及緊急程序，并確保能夠安全的使用相關設備。

·?Initiate action to correct a hazardous situation and notify supervisors of potential dangers.

采取行動糾正危險情況，并通知主管潛在危險。

·?Know very well hotel's fire, health, and safety procedures.

熟知酒店火災、健康及安全流程得到實施。

Other Responsibilities

其他職責

·?Perform other related duties & special projects as assigned by the supervisor.

隨時執(zhí)行上級分配的其他相關任務或特殊項目。?

·?The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.

如有必要，該部門有權更改或補充該職位描述。

Main Complexity/Critical Issues In The Job主要復雜/關鍵工作事項

·?Do a good job of customer service and exceed guest expectations.

做好對客服務工作并且超出客人預期。

·?Cleanliness is especially important in detail.

做好清潔衛(wèi)生尤其要注意細節(jié)。

·?Report floor work to superior in time.

及時向上級匯報樓層工作情況。

Profile概述

Knowledge and Experience知識和經(jīng)驗

·?Certificate or diploma in hospitality or related field

酒店或相關領域的證書或文憑

·?2 years in a room attendant position

2年客房服務人才作經(jīng)驗

·?Communication skills in both Chinese & sample English

良好的中文溝通能力和簡單的英文溝通能力

·?Have team work spirit

具有團隊和做精神

·?Honesty

誠實

Competencies 技能

·?Technical service skills

技術服務能力

·?Interpersonal skills – communicates easily/openly

人際交往能力，可以輕松溝通

·?Reliable and consistent

可靠和一致的

·?Personal presentation, clean/tidy

個人形象，干凈/整潔

·?Comes across as enthusiastic, energetic

有熱情和活力

·?Can work as part of a team

可以作為團隊的一部分工作