行政
Administration
§ 協助客房部經理確保客房部流暢及高效的運作，確保員工嚴格遵守運營手冊內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.
§ 協助客房部運營手冊的準備及更新。
Assists in the preparation and updating of the Housekeeping Departmental Operations Manual.
§ 定期主持召開部門溝通會并確保例會和會議切實有效且在必要時進行指導。
Conducts regular communications meetings, ensuring that departmental briefings and meetings are effective carried out.
§ 閱讀并更新每日值班記錄。
Reads and updates the communications logbooks.
§ 準備每周工作報告。
Prepares monthly activity reports.
§ 協調并補充維護設備維修報告和記錄。
Coordinates and maintains equipment maintenance reports and records.
賓客服務
Customer Service
§ 確保客房部領班和客房服務員遵循品牌承諾并始終提供優異的對客服務。
Ensures Housekeeping Attendants deliver the brand promise and provide exceptional guest service at all times.
§ 確保客房部領班和客房服務員適時的為其他部門員工同樣提供優質的服務。
Ensures Housekeeping Attendants also provide excellent service to internal customers as appropriate.
§ 禮貌而高效地處理所有客人和內部的投訴和詢問，確保問題得到圓滿解決。
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
§ 保持與顧客和同事的良好合作關系。
Maintains positive guest and colleague interactions with good working relationships.
財務
Financial
§ 協助客房部經理通過多技能、多任務及靈活的日程安排最大限度地發揮員工的工作能力，以實現財政
目標并達到顧客的期望。
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.
§ 協助客房部經理在確保實現服務承諾的前提下，盡可能地降低客房部的運營成本，根據主要的績效指
標前瞻性的控制成本。
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.
§ 確保留存所有與酒店、公司、地方法規相關的財務記錄；遵循財務記賬，資金處理的規定；及時準確
的匯報財務信息。
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.
營運
Operational
§ 負責管理庫存，包括客用品、清潔用品、房間印刷品、文具、布草等，并向客房部經理匯報。
Conducts inventory of guest supplies, cleaning supplies, printing and stationary for the rooms, linen, etc and report to the Housekeeping Manager.
§ 通知客房部經理有關客用消耗品的采購需求。
Informs the Housekeeping Manager to requisite for supplies as required for Housekeeping.
§ 根據財務部的要求進行消耗品和運營設備的盤點。
Carries out inventory-taking of supplies and operating equipment as required by the Finance Department.
§ 確認酒店的鮮花安排符合酒店標準。
Ensures the Hotel flower arrangements are up to standard.
§ 向客房部經理匯報有關防蟲治蟲的事情。
Reports any pest-control issues to the Housekeeping Manager.
§ 進行日常房間檢查，確保達到清潔標準。
Conducts regular inspections of rooms, ensuring standards of cleanliness is maintained at all times.
§ 杜絕誤將維修房或未清潔的房間出售給客人。
Ensures no defect or dirty rooms are sold to a guest.
§ 確保正確的處理丟失及拾獲物品。
Ensures the proper handling and control of lost and found items.
§ 與前廳部經理和客房部經理協作，經常性的巡視和全面檢查房間和其它房務區域的總體運營情況。
Conducts frequent and thorough inspections of guest rooms and Rooms areas in general, together with the Front Office Manager, and/or the Housekeeping Manager.
§ 確保準備好每日預抵貴賓房間、特殊要求房間、長住客的房間，并確保房間內放置適當的歡迎贈品。
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.
§ 與前廳部和工程部保持良好的協作，便于進行必要的房間維護。
Works closely with the Front Office and Engineering Departments to block rooms as necessary for maintenance.
§ 確保服務符合品牌標準的基本要求，適時提供更多可供選擇的品牌服務。
Ensures all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
§ 根據顧客意見調查結果，確保所有改進措施貫徹執行。
Responds to the results of the LRA and ensures that the relevant changes are implemented.
§ 以協助和靈活的態度與其他管理層員工密切合作，關注酒店的整體成功和客人的滿意度。
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.
§ 發揚“群策群力”的精神，確保客房部員工與其他部門在工作中相互支持、靈活變通。
Ensures Housekeeping Attendants are working in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
§ 確保每日運營的流暢。
Ensures daily operation runs smoothly.
§ 熟悉緊急事件處理程序。
Familiar with all Emergency Procedure.
§ 每日監控顧客滿意度調查，定期與團隊分享結果和客戶評價。
Monitors Hysat on a daily basis and shares results and guest comments with the Team regularly.
§ 與部門培訓員溝通培訓需求，仔細監控執行情況。
Communicates training needs to the Rooms Departmental Trainer and monitors the implementation carefully.
人事
Personnel
§ 協助客房部員工的招聘，招聘時嚴格遵守酒店的指導原則，按照崗位要求挑選適當的人選。
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.
§ 監督所有客房部員工的出勤和儀容儀表，確保員工穿著合體的制服，并保持高標準的個人、酒店和部
門的儀表衛生標準。
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.
§ 協助為客房部員工做年度表現評估，幫助員工實現自己的職業發展目標。
Assists to conduct annual Performance Development Discussions with Housekeeping Attendants, support them in their professional development goals.
§ 協助客房部經理計劃并有效的培訓客房部員工。
Assists the Housekeeping Manager to plan and implement effective training programmes for all Housekeeping Attendants.
§ 通過持續的反饋和月度例會協助部門培訓員不斷進步。
Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings.
§ 通過恰當的培訓、指導和/或輔導，提高客房部員工的服務技巧和工作效率。
Develops the skills and effectiveness of all Housekeeping Attendants through the appropriate training, coaching, and/or mentoring.
§ 準備并公布每周工作計劃，確保符合酒店生意需求和其它主要業績指標。
Prepares and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.
§ 鼓勵員工創新、變革，以及積極面對挑戰，并對他們的貢獻表示認可。
Encourages Housekeeping Attendants to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
§ 支持落實人本品牌, 示范并加強凱悅價值觀和文化特性。
Supports the implementation of "The People Brand", demonstrating and reinforcing Hyatt's Values and Culture Characteristics.
§ 確保員工理解酒店的規章制度并遵照執行。
Ensures that associates have a complete understanding of and adhere to associate rules and regulations.
§ 確保員工遵守酒店、公司和地方的法律法規及與消防、安全相關的規定。
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
§ 與競爭酒店、其他公司，建立長期穩定的合作關系。
Maintains strong, professional relationships with relevant representatives from competitor Hotels, business partners and other organisations.
§ 隨著行業、公司和酒店的變化，對客房部的職能作出相應調整。
Responds to changes in the Housekeeping function as dictated by the industry, company and Hotel.
§ 參加必要的培訓和例會。
Attends training sessions and meetings as and when required.
§ 完成其他合理分配的職責和任務。
Carries out any other reasonable duties and responsibilities as assigned.
§ 能應對工作職責的變化。為了滿足營業及客戶服務需求 ，也許會有工作職責和任務的變動，包括調任
至其他部門/地區。
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.
§ 酒店依靠員工的靈活性以保證已達到的高標準的持續性。因此，此份工作職責僅作為最常用的工作職
責的指南，如有需要，可進行修改和調整。
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.
立即溝通
