• 五险一金
• 节日礼物
• 技能培训
• 带薪年假
• 岗位晋升
• 管理规范
• 包吃包住
• 年度旅游
• 人性化管理

岗位职责：

Maintains and enforces all quality and service standards and procedures for Housekeeping Services
全面贯彻执行客房部工作质量、服务标准及政策程序
Spot checks rooms for standardplacement of all amenities
抽查客房，确保客房备品配备符合应有标准
Spot checks guest rooms for the correct functioning of all equipment and facilities
抽查客房，确保客房设备、设施功能完好
Spot check Hotel Public Area to make sure presentation as Hotel standard
抽查酒店公共区域，取保按酒店标准呈现
Guest requests
顾客要求
Spot checks the phone log book to ensure the quick and correct handling of guest requests
抽查电话记录本，确保快速准确地解决客人要求
Analyzes and solves any recurring problems that arise
从源头分析并解决问题
Ensures staff are trained to understand and compete all common requests 
确保员工通过培训去理解并完成需求
Notes, collects and actions on any guest’ preference
记录、收集宾客的喜好并予以落实
Practices visible management,including daily interaction and courtesycalls with guests
 实现可视管理包括每日与客人沟通和礼仪电话
Guest complaints
顾客投诉
Ensures that all guest complaints are handled efficiently and politely
 确保及时有效而得体地处理宾客投诉
Analyzes cause for complaint and take action to minimize any reoccurrence
分析投诉原因，采取行动避免复发
Update guest history remarks(Opera system) for any guest complain or comments, to make sure delighted service presentation upon next arrival
将客人的投诉、意见记录在其个人档案内（Opera系统），以便其日后再次入住时，得到喜出望外的服务
Availability
随时随地为客人提供服务
Offers all possible assistance to guests at all times
随时随地为客人提供帮助
 
Training培训
 
Orientation and induction of new employees
指导新员工 
Directs and oversees all new employeeinduction and training programs
指导检查新员工的培训
Annual Training Plan
年度培训计划
Directs preparation of annual training plan with Rooms Trainer
与房务部培训员一起准备年度培训计划
Oversees implementation of trainingProgram
检查培训计划的实施
Reviews all training records
审阅培训记录
Job knowledge & practical skills Training
工作知识和实践技能的培训
Directs preparation of Dept. SOP
指导部门服务操作标准
Identifies and prepares section trainers
筛选部门培训员
Personally conducts training as required and on a regular basis
有计划地按要求举行培训
Ensure that all department staff are well trained and able to fulfill all duties required of them
确保部门员工的培训,满足不同岗位要求
Analyzes training needs
分析培训需要
 
Leadership领导能力
 
Sets and maintains service standards
建立并保持服务标准
Clearly articulates standards for the entire department
       整个部门有清晰明了的标准
Constantly compares staff performance to standards
坚持指导员工的表现，以达到标准
Leads the team
领导团队
Practices upfront, hands on, visible leadership
       实践在前,亲自动手,展示领导
Leads by example and by doing as well as by instructing and showing
    领导要起模范作用
Motivates employees
激励员工
Provides positive and constant feedback and reinforcement
       给员工提供积极地不断地帮助
Listens effectively
       有效的倾听
Seeks out employees concerns and offers assistance
       关注员工，提供帮助
Recognizes staff birthdays and special occasions
       记住员工生日和特殊事宜
Records and notes employee actions that required follow-up 
       记录员工表现
Coaches, counsels & disciplines employees
培训，劝导和约束员工
Prepares for and conducts required sessions with employees
       准备和举行员工会议
Clearly articulates the goals and direction of hotel & department
       设立明确目标，把握部门和酒店方向
Prepares and follows action plans
       准备并遵守行动计划
Orders priorities correctly preparesdaily “To Do” list
       按顺序准备每日“必做”单
Directs and develops all assistants in their work & careers
在工作和事业上为所有助理提供协助
Monitor work performance of all assistants
 监督所有助理的工作表现
Constantly offers direction and guidance
 不断提供工作向导和指引
Provides daily challenges and growth opportunities
 接受日常挑战和提高竞争力
Oversees and approves all staff selection
挑选并准予员工的筛选
Sets interview standards and directs interview process
 建立面试标准和监督面试程序
Approves all staff for hire
 批准员工的录用
Oversees performance appraisal program
监督表现评估
Completes appraisal forms for assistants and conducts review
 完成员工评估和进行回顾
Directs appraisal program
 指导评估程序
Analyze training needs from appraisals
 按照评估分析培训内容
Identifies & analyzes problems and  develop solutions
发现问题，分析问题和解决问题
Records critical incidents and guest complaints
 记录重要突发事件和顾客的抱怨
Share problems, discuss and seeks solutions
 共商问题，寻求解决方法
Constantly asks for suggestions and ideas
 能够提出意见和建议
 
Profitability 利润
 
Works with the Director of Housekeeping during the preparation ofbudgets and forecasts
在预算准备期间要与客房部总监协同工作
Ensure that dept. profit goals are met or exceeded
确保部门损益目标的实现
Practices sound fiscal management of all dept expenses
实现部门开支与财政管理相统一
Is knowledgeable of and participates in marketing strategy and plans
了解并参与市场战略和计划
Understands and is able toanalyze the Dept. P&L
理解且能够分析部门的损益
Makes projections based on Occupancytrends, and cost statistics
根据住房率和成本数据制定项目
Keeps accurate cost statistics
保证精确的成本数据
Knows cost of all dept. supplies and other items
了解部门客用品和其他用品的成本
Keeps amenity, linen and uniforminventories to assist in cost projections
确保客用品、布草和制服的盘点，协助成本预算
Prepares annual budget for Rooms and  Laundry
准备房务部年度预算
Prepares and submits CAPEX, repair & maintenance budgets, linen and uniform budgets
准备和上交固定资产预算，维修预算，布草和制服预算
Practices cost containment
实现成本控制
Prepares accurate cost comparisons for all major purchases
对主要采购物品进行精确成本对比
Ensure supply wastage is minimal
确保客用品的最小浪费
Ensure supplies, linen, uniforms are properly cared for and used
确保客用品,布草和制服得到适当的保护和使用
Monitors all expenses
监督开支
Reviews and approval all requisitions
审阅和批准所有需求
Assists purchasing Dept. in souring quality and cost comparative supplies and other
协助采购部选择对比成本质量
                                                        

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