宾客服务
Customer Service
n
始终确保员工传递品牌承诺及提供出色的对客服务。
Ensures that all associates deliver the brand promise
and provide exceptional guest service at all times.
n
确保员工对其他部门的内部客人提供出色的服务。
Ensures that associates also provide excellent service
to internal customers in other departments as appropriate.
n
以礼貌,高效的方式处理所有客人和内部客人的投诉或询问,并且跟进确保问题圆满解决。
Handles all guest and internal customer complaints and
inquiries in a courteous and efficient manner, following through to make sure
problems are resolved satisfactorily.
n
维持客人与同事间保持良好的工作关系。
Maintains positive guest and colleague interactions
with good working relationships.
财务
Financial
n
集中精力提高生产工作水平,在合理的指导原则下,对部门薪资成本进行审慎管理,对应急设备进行适宜有效的部署。
Focus on improving productivity levels and the need to
prudently manage utility/payroll costs within
acceptable guidelines ensuring optimum deployment and
energy efficiency of all equipment.
n 确保工作中采取新技术新设备以提高生产工作水平。
Ensure new technology and equipment are embraced, to improve
productivity.
营运
Operational
n 熟悉酒店各细节布局,定位和功能:
To be fully conversant with every detail of the hotel
layout and the location and function of:
喷淋系统及烟雾探测器;
Sprinkler system and smoke detectors:
灭火器材和紧急出口;
Firefighting equipment and emergency exit
消防控制室和消防指示仪表板;
Fire control room and fire indicator panels
紧急疏散/公共广播系统;
Emergency evacuation
/ public address systems
酒店外紧急疏散集合区;
Emergency assembly
area outside hotel
消防/炸弹威胁和安全程序;
Fire / bomb threat
and security procedures
电梯;
Lifts
紧急报警电话号码;
Emergency phone
numbers
急救设备。
First aid equipment
n 为酒店,客人及员工提供财产安全,使其免遭破坏,偷窃及任何犯罪行为。
To safe guard the hotel, guest and associates’
property from vandalism, theft and any kind of crime.
n
帮助并为客人引路。
To be helpful to guests or patrons to the various
outlets or functions.
n
确保员工按照酒店政策和程序上下班打卡。
To ensure that associates punch in / out and following
established policy and procedures of the hotel.
n 监测和控制所有员工、访客和承包商通过员工通道进出酒店。
To monitor and to control the movement of all associates,
visitors and contractors leaving or entering the hotel
through the associate entrance.
n
以准确有效的判断处理各项工作。
To handle all tasks with tact, appropriate discretion
and efficiency.
n
按照公司规定的政策和程序,协助检查员工携带包裹及更衣柜。
To assist in
searches of staff baggage / belongings and lockers according to specified
policy and procedures.
n
严格记录和检查从员工入口及卸货处进出访客所带的物品。
To record and to control all visitors’ belongings /
items when entering and leaving the hotel premises through the associate
entrance or loading dock.
n
确保未经允许的人员不得进入酒店楼层及办公区域。
To ensure that unauthorized personnel do not gain
access to the hotel floors and heart of house areas.
n
确保承包商和访客用有效证件换取酒店访问证后,方可从员工通道和卸货口进入酒店。
To ensure that all contractors and visitors to the
hotel exchange their identity cards for hotel security passes when entering the
hotel premises through associate entrance or loading dock.
n 应准确了解酒店外部承包商所做设备安装、工程项目及酒店改造项目的地点、情况。
To be aware of all locations of hotel equipment
installation, hotel project or renovation which will be handled by outside
contractors.
n
确保酒店和工作区的清洁。
To ensure the cleanliness of working areas and hotel
premises.
n 保持对酒店周边地区的监测和控制。
Keep to control the situation around the hotel by
radio telecommunication.
n 检查并确保所有监控录像设备正常运行。
To check and to ensure that all CCTV recording is
properly operated.
n
检查紧急报警电话情况。
To check Operator of emergency phone alarms.
n
确保任何时间车道畅通,交通顺畅。
To ensure the forecourt driveway is free of
obstruction and the traffic flow are smooth at all times.
n
当职期间,确保所有活动和各项功能正常运行。
To ensure to check all current events, activities and functions
at the time of the duty.
n
在巡逻责任区确保客人安全舒适。
To patrol the areas of responsibility and to ensure
the safety and comfort of the guest.
n
确保安全通道安全。
To ensure that the exit passageway is secured.
n 确保无闲杂人员进入行李房,消防出口,礼宾柜台和宴会厅。
To ensure that no unauthorized person stray into
luggage rooms, fire exits, bell counter or function rooms
n 确保客人在接待处办理入住和退房手续时行李的安全。
To secure guest’s luggage in Front Office upon guest check-in / out.
n 在大厅前疏导交通,引导司机,确保门前车道不被堵塞。
To guide drivers and ensure smooth traffic control in
front of main entrance.
n 控制酒店周围停车,采取必要行动移开未经允许停放的车辆。
To control parking along the hotel premises and take
necessary actions to remove unauthorized vehicles.
人事
Personnel
n 协助监督员工的出勤和工作表现,确保他们的正确着装保持高标准的个性表现和个人卫生符合酒店和部门的仪表标准。
Assist in monitoring the punctuality, appearance and
work performance of all Security associates, 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.
n 坚持履行以人为本的原则,展示并发扬凯悦的精神和文化底蕴。
Supports to the implementation of the principle of people-oriented,
demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.
n 准备、布置每周工作安排,确保符合工作需要及工作效力。
Prepares and assigns weekly work schedules, to ensure that they accord
with needs and effectiveness of the work.
n
确保员工完全理解酒店的规章制度并遵照执行。
Ensures that all associates have a complete
understanding of and adhere to Hotel’s rules and regulations.
n 确保员工遵守酒店,公司和当地的有关消防、安全、保卫的规章制度、法律法规。
Ensures that associates follow all policies and
regulations relating to fire, hazard safety, and security of hotel’s, company’s
and local rules.
其他
Other Duties
n
与竞争方酒店或其他组织保持牢固,专业的关系。
Maintains strong and professional relationships with
the relevant representatives from competitor hotels and other organisations.
n
熟知关于员工、劳资有关的法律、法规。
Be knowledgeable in statutory legislation in associate
and industrial relations.
n
在任何时间展现负责任的管理态度和行为,并以积极的形象代表酒店的管理团队和凯悦酒店集团。
Demonstrate responsible management attitude and
behaviour at all times and represent the hotel’s management team and Hyatt Hotels Corporation in a positive light.
n
保持高标准的个人形象和仪容仪表。
Ensures high standards of
personal presentation and grooming.
n
根据酒店,行业和公司的指引,对保安部职能的改变做出反应
Responds to
changes in the Security function as dictated by the industry, company and hotel.
n
理解并严格遵守员工手册中的规章制度,以及和酒店政策相关的消防、卫生、健康和安全的制度。
Understands and strictly adheres to Rules and Regulations established in
the Associate Handbook and the
Hotel’s policies concerning fire, hygiene, health and safety.
n
参加指定培训及会议。
Attends
training sessions and meetings as designated.
n
完成指定工作任务,承担责任。