HOUSEKEEPING/LAUNDRY

Entry Level Manager

Full-time

Req ID: ZHU000236

Local

行政

Administration

§ 协助客房部经理确保部门顺畅有效的运转，并且确保部门的运转严格遵照部门政策和程序进行。

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.

§ 确保客房部的服务遵循运营手册中的规定。

Ensures Housekeeping service standards are in accordance with the Operations Manual.

§ 记录当班日志，并跟进来自其他主管的未尽事宜报告。

Logs daily events in Supervisor’s Logbook and follow-up on information reported by the other Supervisors daily.

§ 为客房服务员准备工作记录表。

Prepares worksheets for daily Housekeeping Attendants.

§ 每天为客人提供适宜的免费开床服务。

Makes requisition daily of amenities for “Turndown” service.

§ 准备迷你吧和库房盘点报告，及房间缺陷清单。

Prepares reports for Mini bar, Inventory, Room defects.

宾客服务

Customer Service

§ 确保所有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.

§ 确保客房部员工适时的为其他部门员工提供同样优质的服务。

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.

§ 保持与顾客和同事之间良好的合作关系。

Maintains positive guest and colleague interactions with good working relationships.

营运

Operational

§ 与经理一起准备每周工作安排表，确保其反映行业需求和主要的绩效指示。

Works with theManager to prepare weekly work schedules, making sure that they reflect business needs and other key performance indicators.

§ 记录万能钥匙的使用和发放情况。

Issues and keeps record of master keys.

§ 准备并分发房态记录表。

Prepares and issues Room Status Report.

§ 分配开床服务的任务。

Distributes “Turndown” amenities.

§ 负责客房服务员的工作分配和具体职责。

Assigns duties and responsibilities to Housekeeping Attendants.

§ 根据上一个班次的报告收集必要的信息。

Collects report from previous shift Floor valets.

§ 交接工作后，跟进未尽事宜。

Obtains and follow-up handover work from previous shift Floor valets.

§ 客房检查。

Inspects guest rooms.

§ 检查服务员的开床服务的水平。

Checks the standard of “Turndown” services by Attendants.

§ 根据房态状况与前厅部保持联系。

Liaises closely with the Front Office regarding guestroom status.

§ 上报并跟进维修和保养工作。

Reports and follow-up on repair and maintenance.

§ 通过电话及时更新房态。

Updates room status via telephone interface system.

§ 上报客人的投诉。

Reports adverse guest comments.

§ 上报遗失和损坏的物品。

Reports lost and damaged items.

§ 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。

Prepares appropriate welcome and other amenities for V.I.P. rooms, special request rooms, and long stay guest rooms.

§ 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.

§ 协助确保凯悦房务部经典20条的实行。

Assists in making sure that all Rooms Top 20 have been implemented.

§ 发扬“群策群力”的精神，确保客房服务员与其他部门在工作中相互支持、灵活变通。

Ensures Housekeeping Attendants work 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 Consumer Audit and ensures that the relevant changes are implemented.

• 根据员工意见调查的结果，确保相关改进措施的执行

Responds to the results of the Associate Survey and ensures that the relevant changes are implemented.

• 监控每天迷你吧的酒水消耗量。

Monitor the daily mini bar usage.

• 确保根据需要每周对布草、毛巾、客用消耗品等进行预订，及时补充库存。

Ensures that the par order for linen, towelling, guest loan items and guest amenities are replenished daily.

人事

Personnel

§ 监督客房服务员的出勤和仪容仪表，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.

§ 协助进行客房服务员的年度表现评估工作，帮助员工实现自己的职业发展目标。

Provides feedback to Assistant Manager/Housekeeping for Performance Development Discussions with Housekeeping Attendants, to support them in their professional development goals.

§ 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，提高前厅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.

§ 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.

§ 支持并执行“以人为本”的理念，体现并发扬凯悦的价值观和文化特色。

Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.

§ 确保客房服务员理解酒店的规章制度并遵照执行。

Ensures Housekeeping Attendants 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 Attendants follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

其他

Other Duties

§ 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.

§ 保持高标准的个人形象和仪容仪表。

Ensures high standards of personal presentation and grooming.

§ 始终对个人行为负责，并且积极展现酒店管理层和凯悦集团的形象。

Exercises responsible behaviour at all times and positively representing the hotel management team and Hyatt.

§ 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.