Policies and Procedures
政策及程序
§ Protect the privacy and security of guests and co-workers.
保护客人和同事的隐私和安全。
§ Maintain confidentiality of proprietary materials and information.
维护专有资料和信息的机密性。
§ Follow company and department policies and procedures.
遵守公司和部门的政策和程序。
§ Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
确保制服、铭牌和个人仪表干净、卫生、专业，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.
根据公司政策和程序保护公司工具、设备、机器或其他资产。
Guest Relations
客户关系
§ Address guests' service needs in a professional, positive, and timely manner.
以专业、积极、及时的方式满足客人的服务需求。
§ Assist other employees to ensure proper coverage and prompt guest service.
协助其他员工，确保在对客服务时为客人提供及时、适当的服务。
§ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
欢迎并感谢每一位客人，微笑，眼神交流，友好的口头问候，尽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.
预测客人的服务需求，包括询问客人的问题，以更好地了解他们的需求，观察、倾听客人的喜好，并在可能的情况下采取行动。
§ 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）积极倾听并积极回应客人的问题、担忧和要求，以解决问题、取悦客人并建立信任。
§ Thank guests with genuine appreciation and provide a fond farewell.
真诚地感谢客人，并致以亲切的告别。
§ Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
与客人进行对话，关于住宿、酒店服务和地区景点、产品。
§ 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).
为残障人士提供帮助，包括在指导范围内为视力、听力或身体受损的人士提供帮助（例如，在被要求时陪同他们，用语言解释行动，在纸上写下指示，将物体移开，或提供使用盲文或TDD电话的通道）。
Communication
沟通
§ Speak to guests and co-workers using clear, appropriate and professional language.
使用清晰、恰当和专业的语言与客人和同事交谈。
§ Provide assistance to coworkers, ensuring they understand their tasks.
为同事提供帮助，确保他们理解自己的任务。
§ Talk with and listen to other employees to effectively exchange information.
与其他员工交谈并倾听，有效地交换信息。
§ 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.
接听电话时要遵守适当的礼仪，包括在铃响3声之内接电话，微笑着接电话，喊出呼叫者的名字，将电话转接到适当的人/部门，在让呼叫者保持通话前请求允许，接收和转发信息，允许呼叫者结束通话。
§ Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
与同事、主管或经理谨慎、安静地讨论工作主题、活动或问题，避免进入公共场所。
§ Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
准备和审查书面文件（如：日常日志、商务信函、备忘录、报告），包括校对和编辑书面信息以确保准确性和完整性。
Assists Management
协助管理
§ Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
作为部门的榜样或导师，与员工一起工作，履行技术或职能工作职责。
§ Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
分配并确保工作任务按时完成，并符合质量标准。
§ Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
确保员工接受公司核心价值观、工作角色、职责以及技术和服务方面的培训。
§ Ensure employee compliance with company standards and policies and external regulations (e.g., safety, OSHA, department-specific procedures such as food standards).
确保员工遵守公司标准和政策以及外部法规（如安全、职业安全与健康管理局、部门特定程序，如食品标准）。
§ Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
鼓励和激励员工，尽其所能。对任务和任务负责，做出决策并提供可能的改进意见。
§ Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
协助管理层确保员工有必要的资源来有效地执行他们的工作（例如，供应，设备和库存）。
§ 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.
协助管理层建立和沟通目标，绩效期望，时间表、轮班表或部门运作的最后期限，并确保他们被理解。
§ 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.
听取员工的建议，改进工作和服务客人的方式，在需要时获得管理层的支持。
§ Coordinate tasks and work with other departments to ensure that the department runs efficiently.
协调任务，与其他部门合作，确保部门高效运行。
§ 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.
与管理层合作，发展和执行想法和程序，并设定目标，根据客人和员工的满意度得分不断提高部门绩效。
§ 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).
指导和发展员工（例如，为持续改进创造期望，提供具有挑战性的任务和任务，举行发展讨论，构建和执行发展计划）。
§ Collaborate with management to formally recognize hourly employees' performance contributions.
与管理层合作，正式认可员工的绩效贡献。
§ Serve as hourly employees' first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
作为员工的第一个联系人，作为公平待遇保证/开放政策流程的一部分。
§ Ensure staff is working together as a team to ensure optimum service to guests.
确保员工团队合作，确保为客人提供最佳服务。
§ Communicate with guests, other employees, or departments to ensure guest needs are met.
与客人、其他员工或部门沟通，确保满足客人的需求。
§ Inspect grooming and attire of staff, and rectify any deficiencies.
检查员工的仪容仪表，纠正任何不足之处。
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