行政
Administration
§ 协助客房部经理确保客房部流畅及高效的运作，确保员工严格遵守运营手册内所列的的政策和程序。
Assists the Housekeeping Manager in the smooth and efficient running of the Housekeeping department, ensuring that all the policies and procedures outlined in the Departmental Operations Manual are strictly adhered to.
§ 协助客房部运营手册的准备及更新。
Assists in the preparation and updating of the Housekeeping Departmental Operations Manual.
§ 定期主持召开部门沟通会并确保例会和会议切实有效且在必要时进行指导。
Conducts regular communications meetings, ensuring that departmental briefings and meetings are effective carried out.
§ 阅读并更新每日值班记录。
Reads and updates the communications logbooks.
§ 准备每周工作报告。
Prepares monthly activity reports.
§ 协调并补充维护设备维修报告和记录。
Coordinates and maintains equipment maintenance reports and records.
宾客服务
Customer Service
§ 确保客房部领班和客房服务员遵循品牌承诺并始终提供优异的对客服务。
Ensures Housekeeping Attendants deliver the brand promise and provide exceptional guest service at all times.
§ 确保客房部领班和客房服务员适时的为其他部门员工同样提供优质的服务。
Ensures Housekeeping Attendants also provide excellent service to internal customers as appropriate.
§ 礼貌而高效地处理所有客人和内部的投诉和询问，确保问题得到圆满解决。
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
§ 保持与顾客和同事的良好合作关系。
Maintains positive guest and colleague interactions with good working relationships.
财务
Financial
§ 协助客房部经理通过多技能、多任务及灵活的日程安排最大限度地发挥员工的工作能力，以实现财政
目标并达到顾客的期望。
Assists the Housekeeping Manager to maximise associate productivity through the use of multi-skills, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
§ 协助客房部经理在确保实现服务承诺的前提下，尽可能地降低客房部的运营成本，根据主要的绩效指
标前瞻性的控制成本。
Assists Housekeeping Manager to ensure that Housekeeping operates with the lowest possible cost structure while also delivering on the brand promise to the guest, proactively managing costs based on key performance indicators.
§ 确保留存所有与酒店、公司、地方法规相关的财务记录；遵循财务记账，资金处理的规定；及时准确
的汇报财务信息。
Ensures all relevant Hotel, company and local rules, policies and regulations relating to financial record keeping are adhered to, including the timely and accurate reporting of financial information.
营运
Operational
§ 负责管理库存，包括客用品、清洁用品、房间印刷品、文具、布草等，并向客房部经理汇报。
Conducts inventory of guest supplies, cleaning supplies, printing and stationary for the rooms, linen, etc and report to the Housekeeping Manager.
§ 通知客房部经理有关客用消耗品的采购需求。
Informs the Housekeeping Manager to requisite for supplies as required for Housekeeping.
§ 根据财务部的要求进行消耗品和运营设备的盘点。
Carries out inventory-taking of supplies and operating equipment as required by the Finance Department.
§ 确认酒店的鲜花安排符合酒店标准。
Ensures the Hotel flower arrangements are up to standard.
§ 向客房部经理汇报有关防虫治虫的事情。
Reports any pest-control issues to the Housekeeping Manager.
§ 进行日常房间检查，确保达到清洁标准。
Conducts regular inspections of rooms, ensuring standards of cleanliness is maintained at all times.
§ 杜绝误将维修房或未清洁的房间出售给客人。
Ensures no defect or dirty rooms are sold to a guest.
§ 确保正确的处理丢失及拾获物品。
Ensures the proper handling and control of lost and found items.
§ 与前厅部经理和客房部经理协作，经常性的巡视和全面检查房间和其它房务区域的总体运营情况。
Conducts frequent and thorough inspections of guest rooms and Rooms areas in general, together with the Front Office Manager, and/or the Housekeeping Manager.
§ 确保准备好每日预抵贵宾房间、特殊要求房间、长住客的房间，并确保房间内放置适当的欢迎赠品。
Ensures all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are prepared with the appropriate welcome and other amenities.
§ 与前厅部和工程部保持良好的协作，便于进行必要的房间维护。
Works closely with the Front Office and Engineering Departments to block rooms as necessary for maintenance.
§ 确保服务符合品牌标准的基本要求，适时提供更多可供选择的品牌服务。
Ensures all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
§ 根据顾客意见调查结果，确保所有改进措施贯彻执行。
Responds to the results of the LRA and ensures that the relevant changes are implemented.
§ 以协助和灵活的态度与其他管理层员工密切合作，关注酒店的整体成功和客人的满意度。
Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the Hotel and the satisfaction of Hotel guests.
§ 发扬“群策群力”的精神，确保客房部员工与其他部门在工作中相互支持、灵活变通。
Ensures Housekeeping Attendants are working in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
§ 确保每日运营的流畅。
Ensures daily operation runs smoothly.
§ 熟悉紧急事件处理程序。
Familiar with all Emergency Procedure.
§ 每日监控顾客满意度调查，定期与团队分享结果和客户评价。
Monitors Hysat on a daily basis and shares results and guest comments with the Team regularly.
§ 与部门培训员沟通培训需求，仔细监控执行情况。
Communicates training needs to the Rooms Departmental Trainer and monitors the implementation carefully.
人事
Personnel
§ 协助客房部员工的招聘，招聘时严格遵守酒店的指导原则，按照岗位要求挑选适当的人选。
Assists in the recruitment and selection of all Housekeeping associates. To follow Hotel guidelines when recruiting and use a competency-based approach to selecting associates.
§ 监督所有客房部员工的出勤和仪容仪表，确保员工穿着合体的制服，并保持高标准的个人、酒店和部
门的仪表卫生标准。
Ensures the punctuality and appearance of all Housekeeping Attendants, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the Hotel and department’s grooming standards.
§ 协助为客房部员工做年度表现评估，帮助员工实现自己的职业发展目标。
Assists to conduct annual Performance Development Discussions with Housekeeping Attendants, support them in their professional development goals.
§ 协助客房部经理计划并有效的培训客房部员工。
Assists the Housekeeping Manager to plan and implement effective training programmes for all Housekeeping Attendants.
§ 通过持续的反馈和月度例会协助部门培训员不断进步。
Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings.
§ 通过恰当的培训、指导和/或辅导，提高客房部员工的服务技巧和工作效率。
Develops the skills and effectiveness of all Housekeeping Attendants through the appropriate training, coaching, and/or mentoring.
§ 准备并公布每周工作计划，确保符合酒店生意需求和其它主要业绩指标。
Prepares and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.
§ 鼓励员工创新、变革，以及积极面对挑战，并对他们的贡献表示认可。
Encourages Housekeeping Attendants to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
§ 支持落实人本品牌, 示范并加强凯悦价值观和文化特性。
Supports the implementation of "The People Brand", demonstrating and reinforcing Hyatt's Values and Culture Characteristics.
§ 确保员工理解酒店的规章制度并遵照执行。
Ensures that associates have a complete understanding of and adhere to associate rules and regulations.
§ 确保员工遵守酒店、公司和地方的法律法规及与消防、安全相关的规定。
Ensures Housekeeping Attendants follow all Hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
其他
Other Duties
§ 与竞争酒店、其他公司，建立长期稳定的合作关系。
Maintains strong, professional relationships with relevant representatives from competitor Hotels, business partners and other organisations.
§ 随着行业、公司和酒店的变化，对客房部的职能作出相应调整。
Responds to changes in the Housekeeping function as dictated by the industry, company and Hotel.
§ 参加必要的培训和例会。
Attends training sessions and meetings as and when required.
§ 完成其他合理分配的职责和任务。
Carries out any other reasonable duties and responsibilities as assigned.
§ 能应对工作职责的变化。为了满足营业及客户服务需求 ，也许会有工作职责和任务的变动，包括调任
至其他部门/地区。
To be flexible in your job function and perform any other reasonable duties and responsibilities which may be assigned to you, including redeployment to other departments/areas if required, in order to meet business demands and guest service needs.
§ 酒店依靠员工的灵活性以保证已达到的高标准的持续性。因此，此份工作职责仅作为最常用的工作职
责的指南，如有需要，可进行修改和调整。
The Hotel relies upon the flexibility of its associates to ensure the continuity of the high standards currently being achieved. As such, this job description is only intended to be a guide to the most regularly performed duties and is subject to amendment and change as may be considered necessary from time to time.
