Policies and Procedures 政策及程序 § Ensure uniform, nametags, and personal appearance are clean, hygienic and professional. 确保制服、名牌和个人仪表干净、卫生和专业。 § Follow company and department policies and procedures. 遵守公司和部门的政策和程序。 § Perform other reasonable job duties as requested by Supervisors. 执行主管要求的其他合理的工作职责。 § 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。 § Protect the privacy and security of guests and coworkers. 保护客人和同事的隐私和安全。 Guest Relations 宾客关系 § Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. 微笑、眼神交流和友好问候欢迎和感谢每一位客人，并尽可能使用客人的名字称呼客人。 § Anticipate and address 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. 预见客人的服务需求，包括向客人提问以更好地了解他们的需求，观察/倾听客人的喜好并尽可能采取行动。 § Assist other employees to ensure proper coverage and prompt guest service. 协助其他同事以确保为客人提供周到和及时的服务。 § 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. 积极倾听和回应客人的问题、顾虑及要求，运用品牌或酒店的特定模型（如LEARN、PLEASED、guest Response、LEAP、MYSTIQUE）解决问题、为客人创造惊喜并建立信任。 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。 § Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property. 与同事、主管或经理讨论工作话题、活动或问题需小心谨慎和轻声，避免在酒店公共区域 § Support all co-workers and treat them with dignity and respect. 支持所有同事，并尊重他们。 Housekeeping Protocol 客房礼仪 § Contact Engineering, At Your Service (AYS), Delighted to Serve (DTS), or Housekeeping office directly for urgent repairs and preventative maintenance issues. 针对紧急维修和预防性维护问题，直接联系工程部、为您服务中心（AYS）、乐意服务中心（DTS）或客房部。 § Respond promptly to requests from guests, Front Desk, or At Your Service requests. 迅速回应客人、前台或为您服务中心的要求。 § Select appropriate cleaning chemicals and necessary personal protective equipment for various surfaces and cleaning jobs, following OSHA regulations and corporate standards. 根据OSHA法规和公司标准，为各种表面和清洁工作选择合适的清洁化学品和必要的个人防护设备。 § Fill cart with supplies (e.g., chemicals, rags, linens, amenities) as needed. 工作推车装满所需备品（例如，化学品，抹布，亚麻布，设施）。 § Report room status (e.g., Do Not Disturb notice on room, discrepant rooms) to Main Linen Room, Housekeeping manager/supervisor, or Front Desk. 向布草房、客房部经理/主管或前台报告房间状况（例如，通知请勿打扰的房间，不一致的房间）。 § Comply with quality assurance expectations and standards. 符合质量保证期望和标准。 § Return cart to designated area at the end of shift. 轮班结束后将推车放回指定区域。 § Clean and organize items stored in laundry room, supply/storage closets, linen room, and/or uniform room. 清洁和整理洗衣房、用品/储物柜、布草房和/或制服房的物品。 § Fold cleaned linen into designated size, either by hand or using folding machine. 手工或使用折叠机将洗干净的布草折叠成指定尺寸。 § Perform other reasonable duties as requested. 按要求履行其他合理职责。

【岗位职责】 1、根据楼层主管制定的计划和安排，检查楼层的清洁及专项清洁工作。 2、参加部门早会，对上及时反映楼层各项未解决的情况，对下及时传达部门要求。 3、检查员工仪容仪表，巡视楼层检查公共区域是否保持整洁，值台电话及告示牌是否放好，工作车等物品是否按规范摆放，发现可疑人物及时上报。 4、检查所辖区域各处的安全情况，发现安全隐患及时上报。 5、做好所辖区域的财产物资管理，并检查房务员各类工作报表填写规范及准确。 6、检查客房，确保设施设备的完好，及时更改房态实时放房。 7、接收经理、主管的特殊工作安排，确保传达落实到本区域员工。 8、指导员工的操作规范，检查所分配的清洁工作是否落实到位。 9、检查督导员工各项专项计划卫生的完成情况。 10、验收当日的报修项目，有特殊情况及时反馈收集上报主管。 11、收集当日区域内的异常事项及案例、客史资料、宾客意见进行汇总后上报主管。 【岗位要求】 1、中专以上学历，专业：具有酒店旅游管理专业为佳。 2、专业技能：熟悉酒店客房各种操作技能、理论知识。 3、三年以上星级酒店工作经验。 4、身体健康、性格开朗、善于沟通，能吃苦耐劳，良好的职业道德和团队合作精神。

• 岗位职责： 1.按标准完成酒店公共区域清洁、消毒工作（地面清扫、台面擦拭、垃圾清运等）； 2.配合 PA 主管完成专项清洁保养任务（如地毯吸尘、玻璃擦拭）； 3.妥善使用清洁工具与用品，爱护设备，减少损耗； 4.保持责任区域卫生达标，及时响应临时清洁需求。 • 任职要求： 1.有酒店保洁工作经验者优先； 2.身体健康，吃苦耐劳，执行力强； 3.具备良好的服务意识与卫生习惯，服从管理。 • 薪资待遇： 1.五险一金，带薪年假。 2.高温补贴，满勤奖，年终奖。 3.营养工作餐，免费员工公寓。 4.专业培训及晋升空间。

• 岗位职责： 1.按四星级酒店标准流程完成客房清洁、消毒（含卫生间深度清洁、床品更换、垃圾清理），重点把控卫生死角； 2.规范摆放客房物资（布草、洗漱用品、双语标识物品），确保补给充足、摆放整齐； 3.检查客房设施（灯具、水龙头、电器等）运行状况，发现故障及时上报； 4.提供宾客住店基础服务（物品补给、简单咨询解答），践行 “温馨服务” 理念； 5.按规定处理宾客遗留物品，妥善保管清洁工具与用品，减少损耗。 • 任职要求： 1.有星级酒店客房服务经验者优先； 2.身体健康，吃苦耐劳，执行力强，能适应轮班； 3.具备良好的服务意识与卫生习惯，责任心强。 • 薪资待遇： 1.五险一金，带薪年假。 2.高温补贴，满勤奖，年终奖。 3.营养工作餐，免费员工公寓。 4.专业培训及晋升空间。

工作职责： 1、全面负责客房部工作及日常管理；2、制定本部门经营指标、规章制度和工作计划，并组织落实；3、及时处理突发事件，解决客人的需求，提供高标准服务，维持酒店形象；4、严格按照各项服务标准和流程做好员工工作监督。 任职资格： 1、大专（含）以上学历，具备三年以上高星级酒店相关岗位工作经验，具备新酒店筹开经验者优先；2、掌握客房运营管理技能，熟悉客房服务流程与质量标准、服务设施与功能；具备市场营销、采购管理、成本管理、预算管理知识和能力；3、熟练操作计算机办公软件与酒店系统；4、具有良好的沟通技巧和对客沟通能力；具有较强的销售能力、综合协调能力和独立工作能力，较强的创新能力和应变能力；有良好的团队意识，高度的责任心，擅长流程组织与计划实施；5、工作地点根据公司业务发展需要统筹安排相应工作地点。

【岗位职责】 1、确保个人仪表和仪容符合酒店政策要求 2、使用吸尘器、扫帚、楼层清理器来清理地毯、家具等。 3、清洁房间、走道、大堂、客厅、洗手间、走廊、电梯、楼梯和衣帽间以及其它工作区域 4、及时向保卫部报告可疑人物 5、移动排放各种家具 6、使用手提抛光机为地面抛光，清扫楼梯以及酒店的外部区域 7、擦拭金属物质使变亮 8、在能力范围之内更换电灯泡 9、在需要的情况下清理公用卫生间 10、在需要的情况下能够在衣帽间工作 11、清理窗户 12、帮助地毯工铺设红地毯和洗涤地毯 13、将垃圾运到相应地点 14、完成公共区域主管交给的任务 【岗位要求】 1、身体健康，而且适应长时间工作 2、能够承受工作压力 3、视力较好。 4、在需要时能临时改变工作时间，并可在周末和公共假日以及晚上工作

岗位职责： 1. 按程序整理客房，并保证效率和质量； 2. 对客房内的物品安全、有效负责，对发现的异常及时处理；  3. 为客人提供温馨、便捷的住店服务； 4. 按程序处理遗留物品； 岗位要求： 1. 热爱酒店行业，具备良好的服务意识； 2. 身体健康，积极乐观；

§ Time in and out at the housekeeping office in complete uniform. 身穿制服在办公室签到和签退。 § Report for duty punctually, wearing the correct uniform and name badge at all times. 准时上班，正确穿戴制服和名牌。 § Assist the housekeeping manager in the operation of the housekeeping department. 协助客房部经理管理客房部的日常运作。 § Responsible for cleanliness of all Public Areas during shift, including toilet rooms, Back of the house areas and outside. 当班时保证酒店所有公共区域的清洁工作，包括洗手间、酒店外围周边的所有公共区域。 § Holds briefings with PA attendants and issues cleaning supplies. 召开公共区域员工每日例会， 发放清洁用品、工具。 § Guides and monitors PA attendant work performance. 指导和监督公共区域服务员工作表现。 § Trains new and existing staff consistently. 持续新员工培训和在职员工培训。 § Ensure all public area attendants attend the chemical and use of equipment training program. 确保每位员工参加化学品培训和正确使用设备的培训。 § Reports and follows up on any maintenance requirements in close co-operation with Engineering department, and ensure that they are remedied promptly. 与工程部门密切合作，报告并跟进任所有维护需求，并确保所有维修及时完成。 § Ensures that staff uses and maintains cleaning equipment and machines in a proper way. Cleaning equipment and machine are to be stored and good working condition. 保证员工正确使用、保养和储存清洁工具和设备，并确保清洁工具工作状态良好。 § Ensures that supplies for Public Area are replenished timely and that regulations of the department and hotel are being followed. 确保公共区域所有备品能及时补充到位，并遵守部门和酒店的规章制度。 § Check all the associates are neat and well presented at all times. 检查员工的仪容仪表，并随时保持良好的形象。 § Proper usage of chemical with minimum wastage. 员工能够正确使用化学物品， 尽可能减少浪费。 § Responsible for strict key control. 负责钥匙的严格管控。 § Schedules and supervises the shampoo of carpet /upholstery in public areas. 计划和监督员工定期清洗公共区域的地毯及其他装饰设施。 § Record monthly，quarter，general cleaning schedules including carpet，floor，wooden floor and sofa. 记录月度、季度、常规清洁计划，包括地毯、地板、木地板和沙发清洁。 § PA Initiate and schedule special cleaning in areas of responsibility. 制定公共区域大计划并安排负责区域的特殊清洁工作。 § Inspect the public area regularly during shift. 当班时定时巡查公共区域。 § Ensure the flowers and plants in good conditions, report to Executive Housekeeper if find any problems and inform the supplier to change it in time. 保证所有花草树木状态良好，如发现任何问题须及时报告行政管家并通知供应商更换。 § Ensure the PA storeroom is clean and that chemicals and tools are prepared well. 确保PA 仓库干净整洁， 化学清洁用品和工具配备充足良好。 § Maintains daily public area logbook, sign out and hand-over to following Shift leader. 维护日常公共区域工作日志，登记并与下一班次的领班交接。 § Assumes other duties assigned by the Executive Housekeeper. 完成行政管家分配的其他工作。 § Prevent and resolve grievances. 避免和调解员工申述。 § Counsel staff and prevent work related problems. 辅导员工，防止工作中出现问题。 § Resolve disputes. 解决争端。 § Discipline staff when necessary. 必要时对员工进行纪律处分。 § Check Housekeeping associate’s grooming，personal hygiene and appearance. 检查客房服务员的仪容仪表和个人卫生。 § Assist with the preparation of associate duty rosters. 协助准备员工排班表。 § Assist in employee training and development, and evaluate employees' work. 协助进行员工培训和发展，对员工的工作进行评估。 § Provide ongoing advice and support to associate under your supervision 为下属提供持续的建议和支持。 § Supervise associate performance. 指导员工工作表现。 § Provide one to one instruction to associate members when required. 必要时对员工进行面对面指导。 § Deliver high quality service to guests. 提供高品质的对客服务。 § Ensure guest needs and reasonable requests are met. 确保满足客人的需求和合理要求。 § Seek opportunities to continually improve guest service, by reporting guest comments. 通过收集分析客人的意见，不断提高对客服务质量。 § Take appropriate action to resolve guest complaints. 采取恰当方式解决客人的投诉。 § Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests. 熟练掌握产品和服务知识以便于向客人介绍和推销服务和设施。 § Adhere to the hotel’s security and emergency policies and procedures. 遵守酒店的安全和应急政策和程序。 § Log security incidents and accidents in accordance with hotel requirements. 依照酒店要求记录安全日志和事故记录。 § Adhere to hotel cleaning and maintenance programs. 遵守酒店的清洁和保养计划。 § Know very well about each section operation of HSKP. 熟悉客房部各部门运作。 § Master the skill of room cleaning，set up extra bed and shoe shine skill. 熟练掌握房间清洁、加床、擦鞋技能。 § Ensure a high level of cleaning is maintained in your work area. 保持维护所在工作区域的高度整洁。 § Know very well about the policy of enter guest room, open door for guest and DND. 熟悉进入客房，为客人开门和请勿打扰等规定 § Having knowledge of proper use and cleaning techniques for cleaning agents. 具有良好的清洁剂使用及清洁技能方面的知识。 § Promote our hotel products and service. 促销酒店的产品与服务。 § Ensure proper handling of Lost and Found. 确保恰当的方式处理客人的失物招领。 § Conduct monthly inventory checks to ensure that there are no items close to their expiration dates in the warehouse. 每月盘点，确保仓库无临期物品出现。 § Ensure the project responsibilities in the hotel project teams. 确保认真履行酒店团队的职责。 § Emphasize good personal behavior, as per guidelines laid down in the Employee Handbook and promote the spirit of teamwork, whenever and wherever possible. 强调个人良好的行为，按照酒店员工手册，无论何时何地促进团队合作精神。 § Carry out other tasks as directed by your supervisors. 完成你上级交待的其它任务。

【岗位职责】 1、为清扫员分配任务。 2、按顺序巡视整个公共区域 3、按工作需求安排员工上班 4、确保在餐厅出口、多功能厅、大堂和洗手间进行合适的清理，如清洗、用吸尘器 5、要及时汇报地毯和家具的损坏，以便急修及降低损失 6、处理所有清洁方面紧急事件 7、跟踪急修事宜，确保维修已经完成 8、检查确保机器的被清洁、正常工作及妥善存放 9、检查所有洗手间，始终处于高卫生标准 10、与客房部、工程部、和其它部门合作以确保所有问题都得到沟通和处理 11、在有VIP客人时安排充分的洗手间服务员 12、检查楼梯确保卫生及清洁

Time in and out at the housekeeping office in complete uniform.身穿制服在办公室签到和签退。Report for duty punctually, wearing the correct uniform and name badge at all times.准时上班，正确穿戴制服和名牌。Know very well about each section operation of HSKP.熟知客房各部门的运作流程Keep store room clean and tidy.保持仓库的干净整洁与整齐。Manage inventory through professional knowledge. Proper enough storage and no item overdue.用专业的知识管理仓库库存，库存量适当充足，无物品过期。Know very well about the process of mini-bar item purchasing, stock check, items delivery, item transfer.熟知mini-bar 酒水采购，盘点，分发，过期转出等程序。Resupply floor inventory stock, make sure enough stock for operation.及时补充楼层工作间用品储备数量，保证楼层运作。Strictly follow the policy of key management.严格遵守钥匙保存和分发制度，确保安全。Promote our hotel products and service.推广酒店产品和服务。Conduct monthly inventory checks to ensure that there are no items close to their expiration dates in the warehouse.每月盘点，确保仓库无临期物品出现。Cooperate with Engineer to follow facility maintain issue.与工程部密切合作，跟进设施设备维修。Strictly follow the policy of item damage. Resupply according to damage Record.严格按照报损制度，实报实发。Collect and record HSKP operation data, ensure it is nicety and in time.收集记录客房运作管理数据，确保及时准确。Submit nicety monthly department attendance record in time.及时准确上报部门每月考勤。Provide a courteous and professional service at all times.随时提供礼貌和专业的服务。Maintain good working relationships with own associates and all other Departments.与本部门和其它部门的同事保持良好的工作关系。Master the HSKP opera system operation, know how to leverage room cleaning speed.熟练使用客房opera 系统，懂得如何提升放房速度Make sure fill out all FC report nicety and in time.确保及时和准确填写所有财务报表。Professionally manage Lost & Found carefully， scrupulously.专业，严谨的管理客人遗留物。Master hotel Purchasing system operation.熟练掌握酒店采购系统。Understand department budget.知晓部门成本预算。Consistently seek the way to save cost without affect service level.在不影响对客服务的前提下，不断的寻求节约成本的方法。Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests.熟练掌握产品和服务知识，以便于向客人介绍和推荐酒店服务和服务设施。Adhere to the hotel’s security and emergency policies and procedures.严格遵守酒店安全制度和操作程序。Emphasize good personal behavior, as per guidelines laid down in the Employee Handbook and promote the spirit of teamwork, whenever and wherever possible.无论何时何地，强调员工手册中规定的良好个人行为准则并提倡团队合作精神。

【岗位职责】 1、负责客房部所有文件的收发、归类和存档工作。 2、管理部门的人事档案、印章及各种工作资料。 3、为部门经理准备各种需要签批的申请。 4、负责部门的文印打字工作。 5、负责做好上传下达及与各部门的联络沟通，部门经理不在的情况下，帮助处理日常事务和来访接待工作。 6、负责各类办公用品的领取与发放。 7、负责部门员工劳保福利用品及临时工工资的发放。 8、汇总每月考勤、考核报表，按时送至人事行政办公室。 9、协助部门经理做好宾客意见的收集整理工作。 【岗位要求】 1、大专以上文化程度或具备文秘方面的专业知识。 2、懂得电脑操作，能较熟练地进行中英文打字。 3、有一定的写作能力和应变处理问题的能力。 4、能用一门外语进行日常会话。 5、身体健康、精力充沛、五官端正。

§ Ensures high standards of personal presentation & grooming. 确保高水准的个人形象和仪容仪表。 § Maintains positive guest and colleague interactions with good working relationships. 与客人和同事保持良好的工作关系。 § Ensure that the laundry room operates normally and safely. 确保洗衣房安全正常运作。 § Ensures that all departments have enough linen at any moment of need. 确保各个部门有充足地布草使用。 § Ensures that Guest Laundry and Uniforms are accrued, spotless and in an excellent shape after cleaning process. 确保所有客衣及员工制服洗涤后，干净整洁无污渍，无破损，不变形。 § Guide and coordinate the work behaviors of all employees in the processes of washing, dry cleaning, ironing, stain removal and receiving and delivering customer clothes. 指导及协调所有员工在水洗、干洗、熨烫、去渍和收送客衣中的工作行为。 § Responsible for a high quality and efficiency of work. 确保工作高质量及高效率。 § Responsible of the cleaning and preparation of all staff uniforms. 确保制服的清洁与准备。 § To ensure that all laundry equipment is properly cleaned and maintained, initiating maintenance orders as necessary and following up with Engineering where necessary. 确保所有洗衣房机器运行正常，清洁及保养，并及时报修故障并跟进维修。 § Ensures cleanliness, orderliness and maintenance of the laundry work area. 确保洗衣房各区域的卫生清洁、物品有序、设备正常保养。 § Ensure that there is an adequate supply of cleaning agents and that they are replenished in a timely manner. 确保洗涤药剂足够存量和及时补充。 § Checks and controls quality of laundry and dry-cleaning, ensuring that formulas and correct methods and procedures are followed. 检查控制水洗及干洗质量，确保遵循配方和正确的洗涤方法和程序。 § Report any complaints, machine problems and special matters to the Service Director. 向服务总监报告任何投诉、机器问题以及特殊事项。 § Helps in washing, drying, spotting, collecting and delivering etc. whenever necessary. 对水洗、干洗、去渍、收送过程出现的问题随时提供帮助。 § Regularly inspect the linen cleaning service provider to ensure the quality of the linen cleaned. 有计划的检查布草洗涤服务商的服务，确保布草清洁质量 § Trains employees in accordance with hotel standards. 按照酒店标准培训员工。 § Rotates staff to promote multi-skills on a regular and equitable basis. 定期、公平轮换岗位以提升员工的多方位技能。 § Conducts annual Performance Development, providing honest and appropriate feedback. 对下属进行年度工作表现评估，提供诚实而适合的反馈。 § Inputs ideas to the Laundry Department’s Annual Business Plan and Training Business Plan. 为洗衣房年度营业计划及培训营业计划提出建议。 § Use and manager hotel keys according to hotel policy. 根据酒店的政策使用和管理钥匙。 § Conducts Fire and Life Safety Training and knowledge in Safety rules. 本着安全原则主持防火及安全培训。 § Attends department meetings and conducts departmental meetings. 参加及主持部门例会。 § There will be planned purchases of linen, uniforms, shoes, socks, cleaning agents, etc. 有计划的申购布草、制服、鞋、袜、清洁剂等物品。 § Complete the annual budget for linen, uniforms, shoes and socks 完成布草、制服、鞋、袜年度预算。 § Works in co-ordination with employees in achieving department goals and high productivity. 与部门员工协作以达到部门目标及提高工作效率。 § Focuses on “quality” and system improvement on an ongoing basis. 关注“质量”和持续的系统改进。 § Having knowledge of proper use and cleaning techniques for cleaning agents. 了解清洗剂的正确使用方法和清洁技术。 § Promote our hotel products and service. 推广酒店产品与服务。 § Ensure proper handling of Lost and Found. 确保正确地方式处理客人的失物招领。 § Conduct monthly inventory checks to ensure that there are no items close to their expiration dates in the warehouse. 每月盘点，确保仓库无临期物品出现。 § Carry out other tasks as directed by your supervisors. 完成上级交待的其它任务。

工作职责： 1、全面负责酒店房务部工作及日常管理；2、制定房务部经营预算及费用预算，完成经营目标；3、制定部门内部各项管理制度、流程与规范、程序与标准，提供高标准的服务；4、全面控制部门的经营成本和管理费用，定期分析、研究并加以改善；5、督促、开展部门员工培训，全面负责部门团队建设工作。 任职资格： 1、大专（含）以上学历，具备五年以上高星级酒店相关岗位工作经验，具备新酒店筹开经验者优先；2、熟悉房务各部门运行流程与规范、程序与标准，掌握房务运营管理技能；具备市场营销、应急管理、采购管理、成本管理、预算管理知识和能力；了解熟悉客人的消费心理，关注客户需求；3、熟练操作计算机办公软件与酒店系统，英语口语流利；4、具有良好的沟通技巧和对客沟通能力；具备较强的创新意识、营销思路，较强的组织协调能力、应变能力与抗压能力；具备高效的执行力，良好的敬业精神和团队协助精神；5、工作地点根据公司业务发展需要统筹安排相应工作地点。