宾客服务
Customer Service
§ 遵循品牌承诺并始终提供优异的对客服务。
Delivers the brand promise and provides exceptional guest service at all times.
§ 适时的为其他部门员工提供同样优质的服务。
Provides excellent service to internal customers as appropriate.
§ 礼貌并有效地处理客人和员工的询问，对于无法立即处理的投诉和提出的问题，应汇报上级，并迅速跟进及时反馈结果。
Handles guest and associate enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst providing a prompt follow-up.
§ 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.
营运
Operational
§ 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.
§ 发扬“群策群力”的精神，与其他部门在工作中相互支持、灵活变通。
Works in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
§ 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.
§ 检查并确认房态表。
Checks and verifies room status report.
§ 完整且准确的填写客房清洁情况记录。
Records and completes the Attendant’s Verification Report accurately.
§ 检查并补充迷你吧的物品，根据实际消耗情况入账。
Checks and replenishes Mini Bar. Raises bills for consumed Mini Bar items
§ 报告房间的缺陷。
Reports room defects.
§ 报告丢失和损坏的物品。
Reports lost and damaged items.
§ 清洁并整理客房。
Cleans and make-up guest rooms, Suites and Villas.
§ 更换布巾。
Empties soiled linen.
§ 清洁洗手间和储藏室。
Cleans and tidies pantry and toilet.
§ 清洁走廊及周边区域。
Maintains the cleanliness of corridors and surrounding back areas.
§ 清洁并摆放推车。
Cleans and packs the trolley.
§ 检查并清洁使用的设备。
Checks and cleans operating equipment.
§ 确保客房内摆放新鲜的花朵。
Refreshes flowers set in guestroom
§ 提供开床服务。
Provides night turndown service.
§ 房间清洁完毕后，通过电话通知客房部办公室更改房态。
Updates room status via Hotsos system.
§ 熟悉紧急事件处理程序。
Familiar with all Emergency Procedure.
人事
Personnel
§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.
其他
Other Duties
§ 参加必要的部门例会。
Attends and contributes to all Meetings as required.
§ 熟知酒店的员工手册内容，严格执行酒店的规章制度，尤其是有关消防，卫生，健康，与安全的政策和程序。
Understands and strictly adheres to Rules and Regulations established in the Associate Handbook and the hotel's policies concerning fire, hygiene, health and safety.
§ 确保保持高标准的个人形象和仪容仪表。
Ensures high standards of personal presentation and grooming.
§ 随着行业、公司和酒店的变化，对客房部职能作出相应调整。
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.
其他方面
Other Comments
§ 职位属于“员工”级并享有相应的福利。
Position is ranked as “Associate” with related benefits provided.
§ 积极参与前场营运的各项活动。
Actively participate in operation team’s activities.
