营运
Operational
· 遇到投诉或问题,如果不能立即找到解决的方法,则向副理汇报。
Reports complaints or problems to Assistant Manager if no immediate solution can be found.
· 确保具有营销员的态度并在酒店内随时发现销售的机会
Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel.
· 确保具有高水平的酒店产品知识,以便在机会出现时,宣传/销售餐厅产品及其它设施/活动。
Ensures a high level of product knowledge of hotel in order to promote/ upsells F&B outlets and other facilities/ programmes whenever opportunities arise.
· 确保持续高水平的宾客服务。
Ensures a high level of customer service is consistently maintained.
· 确保将来自客人或其他部门的意见持续不断的反馈给客房副理
Ensures the Assistant Manager is kept fully aware of any relevant feedback from either customers or other departments.
· 遵守酒店有关客房部的政策及程序。
Complies with the Hotel’s Policies & Procedures relating to Housekeeping.
· 遵守房务部定立的系统及程序。
Complies with all systems and procedures as laid down by Rooms Division.
· 确保公共区域的清洁达到凯悦品牌的标准。
Ensures the cleanliness of public areas meet Hyatt brand standards.
· 确保正确地储存及发出客用或日常用品。
Ensures proper storage and issues of guest and daily supplies.
· 管理储存物品的盘点,确保准确的用品供应。
Manages inventory of stock to ensure adequate supplies.
· 检查公共区域、餐厅及大堂,以发现需要维修及更换的家具或设备,并向客房部经理提出建议。
Inspects Hear of house, outside areas of the Hotel, restaurants and Lobby to determine need for repairs or replacement of furniture or equipment, and makes recommendations to Housekeeping Manager.
· 指引和协助负责清洁的员工的工作
Directs and assists in assigning work to cleaning personnel.
· 检查走廊、楼梯间、服务区域、大堂及其它公共区域,以保证这些地方的干净、整齐。
Inspects corridors, staircases, service areas, Lobby, and other public areas for cleanliness and orderliness.
· 向工程部报告所有须要保养或维修的项目。
Reports to Engineering Department all items and fixtures requiring maintenance or repair.
· 向工程部报告所有须要保养或维修的事项。
Submits requisitions for room supplies, furniture, and equipment.
· 协调所有餐厅清洁及特别项目。
Carries out all Outlet cleaning and special projects.
· 发放、检查及控制所有清洁用品和设备。
Issues, inspects, and controls all cleaning products and equipment.
· 确保按照部门运营手册的要求补齐客人卫生间的用品。
Ensures guest washrooms supplies being replenished as per the Department Operations Manual requirements.
· 报告所有遗失及损坏的酒店财产。
Reports missing and damaged hotel property.
· 根据酒店“失物招领”制度,报告并处理所有失物招领事项。
Reports and handles all Lost & Found items as per Hotel “Lost and Found” policy.
· 保持恰当的记录并控制客房部日常运营及报告。
Maintains proper records and controls daily housekeeping operations and reports.
· 确保所有供应品、设备及储藏室的整洁。
Ensures the cleanliness of all supplies, equipment and storage rooms.
· 根据日程安排,督导所有对公共区家具和大理石台面的清洁、保养。
Supervises all cleaning and maintenance works of all fixtures and marble surfaces in public areas have been carried out according to the schedule.
· 督导对酒店周围路径的清洁工作。
Supervises and carries out the cleanliness of the pavement around the Hotel.
· 确保植物和花卉的浇灌工作。
Ensures all plants and flower are watered as needed.
· 根据计划或要求,督导对所有办公室的清洁工作。
Supervises all offices cleaning works been carried out as per schedule or as requested.
· 根据酒店的政策和客房部的规定使用和控制钥匙。
Use and control hotel keys according to hotel policy and Housekeeping principle.
薪资和生产力的管理
Payroll & Productivity Management
· 通过在整个部门内建立灵活的员工数,实施高效的薪资管理/资源分配。这将依据一个灵活的员工基数(全职员工及临时工)、多技能及多任务的原则。
· Exercises efficient Payroll Management/ Resources allocation through the establishment of a flexible workforce throughs out the Division. This will be based on the principles of a flexible associate base (Full Time & Part Time associates), multi-skilling and multi-tasking.
· 根据凯悦的设计标准及凯悦集团客房部运营手册的要求,带领下属保证生产力满足所定的标准。
Directs subordinates to ensure productivity meets Hyatt International Housekeeping Operations Manual requirements.
人员管理
People Management
· 通过参与管理,对所有客房部服务员进行紧密督导,使他们的表现符合政策、程序及有关法律。
Through hands-on management, supervises closely all Housekeeping attendants in the performance of their duties in accordance with Policies & Procedures and applicable laws.
· 适当地分配职责和责任,以使员工掌握技能并获得资源;在确保保持运营及安全标准的同时,关心并发展员工。
Delegates appropriately duties and responsibilities to equipped and resourceful associates, nurturing and developing them whilst ensuring standards of operation and safety are maintained.
· 拥护公司的培训活动及理念,与进修发展部经理/客房部副理及部门培训员密切配合,提高员工的知识和技能。
Embraces the Training initiatives and philosophies of the company and works closely with the Learning manager, Assistant Manager and Departmental Trainers on improving Associates skills and knowledge.
· 确保员工完全理解酒店的规章制度并遵照执行。
Ensures associates have a complete understanding of Rules & Regulations, and that behaviour complies.
· 监控员工士气并对工作表现及发展提供反馈。
Monitors associate morale and provides mechanism for performance feedback and development.
· 进行年度表现评估,提供诚实及适合的反馈。
Conducts annual Performance Development, providing honest and appropriate feedback.
· 将指导原则及核心价值高效沟通给所有层级的员工。
Effectively communicates guiding principles and core values to all levels of associates.
总则
General
· 确保始终都提供礼貌且专业的服务。
Provides courteous and professional service at all times.
· 根据日程安排参加酒店的培训课程,以提高知识和技能。
Attends hotel training sessions as scheduled to improve skills and knowledge.
· 以礼貌、高效的方式处理客人及员工的要求,遇到投诉或问题,如果不能马上找到解决办法,则进行汇报,并给以迅速追踪。
· Handles guest and associate enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found.
· 严格遵守员工手册中的规章制度,及酒店关于防火、卫生、健康和安全的制度。
Strictly adhering to Rules & Regulations established in the Associate Handbook and the Hotel’s policies concerning fire, hygiene and health & safety.
· 确保高水准的员工形象和仪容仪表。
Ensures high standards of personal presentation & grooming.
· 与客人和同事保持基于良好工作关系的接触。
Maintains positive guest and colleague interactions with good working relationships.
· 根据酒店、行业和公司的指引,回应需求、改变,执行任何合理的任务及额外职责。
Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.
· 灵活并接受在房务部内的部门及其它部门的轮换工作。
Be flexible and adapt to rotate within the different sub departments of the Rooms Division or any other Department.
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