营运
Operational
·        
遇到投诉或问题，如果不能立即找到解决的方法，则向副理汇报。
Reports complaints or problems to Assistant Manager if no immediate solution
can be found. 
·        
确保具有营销员的态度并在酒店内随时发现销售的机会
Ensures a sales attitude is adopted at all
times and maintains an awareness of all sales opportunities within the Hotel.
·        
确保具有高水平的酒店产品知识，以便在机会出现时，宣传/销售餐厅产品及其它设施/活动。
Ensures a high level of product knowledge of hotel in order to promote/
upsells F&B outlets and other facilities/ programmes whenever opportunities
arise. 
·        
确保持续高水平的宾客服务。
Ensures a high level of customer service is consistently maintained.
·        
确保将来自客人或其他部门的意见持续不断的反馈给客房副理
Ensures the Assistant Manager is kept fully
aware of any relevant feedback from either customers or other departments.
·        
遵守酒店有关客房部的政策及程序。
Complies with the Hotel’s Policies & Procedures relating to
Housekeeping.
·        
遵守房务部定立的系统及程序。
Complies with all systems and procedures as laid down by Rooms Division.
·        
确保公共区域的清洁达到凯悦品牌的标准。
Ensures the cleanliness of public areas meet Hyatt brand standards.
·        
确保正确地储存及发出客用或日常用品。
Ensures proper storage and issues of guest and daily supplies.
·        
管理储存物品的盘点，确保准确的用品供应。
Manages inventory of stock to ensure adequate supplies. 
·        
检查公共区域、餐厅及大堂，以发现需要维修及更换的家具或设备，并向客房部经理提出建议。
Inspects Hear of house, outside areas of the Hotel, restaurants and
Lobby to determine need for repairs or replacement of furniture or equipment,
and makes recommendations to Housekeeping Manager. 
·        
指引和协助负责清洁的员工的工作
Directs and assists in assigning work to cleaning personnel.
·        
检查走廊、楼梯间、服务区域、大堂及其它公共区域，以保证这些地方的干净、整齐。
Inspects corridors, staircases, service areas, Lobby, and other public
areas for cleanliness and orderliness. 
·        
向工程部报告所有须要保养或维修的项目。
Reports to Engineering Department all items and fixtures requiring
maintenance or repair. 
·        
向工程部报告所有须要保养或维修的事项。
Submits requisitions for room supplies, furniture, and equipment. 
·        
协调所有餐厅清洁及特别项目。
Carries out all Outlet cleaning and special projects. 
·        
发放、检查及控制所有清洁用品和设备。
Issues, inspects, and controls all cleaning products and equipment. 
·        
确保按照部门运营手册的要求补齐客人卫生间的用品。
Ensures guest washrooms supplies being replenished as per the
Department Operations Manual requirements. 
·        
报告所有遗失及损坏的酒店财产。
Reports missing and damaged hotel property. 
·        
根据酒店“失物招领”制度，报告并处理所有失物招领事项。
Reports and handles all Lost & Found items as per Hotel “Lost and
Found” policy. 
·        
保持恰当的记录并控制客房部日常运营及报告。
Maintains proper records and controls daily housekeeping operations and
reports. 
·        
确保所有供应品、设备及储藏室的整洁。
Ensures the cleanliness of all supplies, equipment and storage rooms. 
·        
根据日程安排，督导所有对公共区家具和大理石台面的清洁、保养。
Supervises all cleaning and maintenance works
of all fixtures and marble surfaces in public areas have been carried out
according to the schedule.
·        
督导对酒店周围路径的清洁工作。
Supervises and carries out the cleanliness of the pavement around the
Hotel.
·        
确保植物和花卉的浇灌工作。
Ensures all plants and flower are watered as needed. 
·        
根据计划或要求，督导对所有办公室的清洁工作。
Supervises all offices cleaning works been carried out as per schedule
or as requested. 
·        
根据酒店的政策和客房部的规定使用和控制钥匙。
Use and control hotel keys according to hotel policy and Housekeeping
principle.
薪资和生产力的管理
Payroll & Productivity Management
·        
通过在整个部门内建立灵活的员工数，实施高效的薪资管理/资源分配。这将依据一个灵活的员工基数（全职员工及临时工）、多技能及多任务的原则。
·        
Exercises efficient Payroll Management/ Resources allocation through
the establishment of a flexible workforce throughs out the Division. This will
be based on the principles of a flexible associate base (Full Time & Part
Time associates), multi-skilling and multi-tasking.
·        
根据凯悦的设计标准及凯悦集团客房部运营手册的要求，带领下属保证生产力满足所定的标准。
Directs subordinates to ensure productivity meets Hyatt International
Housekeeping Operations Manual requirements. 
人员管理 
People Management
·        
通过参与管理，对所有客房部服务员进行紧密督导，使他们的表现符合政策、程序及有关法律。
Through hands-on management, supervises closely
all Housekeeping attendants in the performance of their duties in accordance
with Policies & Procedures and applicable laws.
·        
适当地分配职责和责任，以使员工掌握技能并获得资源；在确保保持运营及安全标准的同时，关心并发展员工。
Delegates appropriately duties and
responsibilities to equipped and resourceful associates, nurturing and
developing them whilst ensuring standards of operation and safety are
maintained.
·        
拥护公司的培训活动及理念，与进修发展部经理/客房部副理及部门培训员密切配合，提高员工的知识和技能。
Embraces the Training initiatives and philosophies of the company and
works closely with the Learning manager, Assistant Manager and Departmental
Trainers on improving Associates skills and knowledge. 
·        
确保员工完全理解酒店的规章制度并遵照执行。
Ensures associates have a complete understanding of Rules &
Regulations, and that behaviour complies. 
·        
监控员工士气并对工作表现及发展提供反馈。
Monitors associate morale and provides mechanism for performance
feedback and development. 
·        
进行年度表现评估，提供诚实及适合的反馈。
Conducts annual Performance Development, providing honest and
appropriate feedback. 
·        
将指导原则及核心价值高效沟通给所有层级的员工。
Effectively communicates guiding principles and core values to all
levels of associates.
总则
General
·           
确保始终都提供礼貌且专业的服务。
Provides courteous and professional service at all times. 
·           
根据日程安排参加酒店的培训课程，以提高知识和技能。
Attends hotel training sessions as scheduled to improve skills and
knowledge. 
·           
以礼貌、高效的方式处理客人及员工的要求，遇到投诉或问题，如果不能马上找到解决办法，则进行汇报，并给以迅速追踪。
·           
Handles guest and associate enquiries in a courteous and efficient
manner, reporting complaints or problems if no immediate solution can be found.
·           
严格遵守员工手册中的规章制度，及酒店关于防火、卫生、健康和安全的制度。
Strictly adhering to Rules & Regulations established in the
Associate Handbook and the Hotel’s policies concerning fire, hygiene and health
& safety.
·           
确保高水准的员工形象和仪容仪表。
Ensures high standards of personal presentation & grooming. 
·           
与客人和同事保持基于良好工作关系的接触。
Maintains positive guest and colleague interactions with good working
relationships. 
·           
根据酒店、行业和公司的指引，回应需求、改变，执行任何合理的任务及额外职责。
Responds to requests to undertake any reasonable tasks and secondary
duties and to changes as dictated by the Hotel, industry and company. 
·           
灵活并接受在房务部内的部门及其它部门的轮换工作。






















































































































































































































Be flexible and adapt to rotate within the different sub departments of
the Rooms Division or any other Department. 

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