行政
Administration
?
?
§? 協(xié)助制定，維護(hù)和更新部門營運手冊，部門營運手冊應(yīng)當(dāng)反映出酒店政策和程序以及工作過程和標(biāo)準(zhǔn)。確保每年進(jìn)行回顧，反映出改變。
Assists with thedevelopment and maintenance of a detailed Departmental Operations Manual thatreflects Policies & Procedures, work processes and standards of performancewithin the Division.? Ensures annualreview to accurately reflect any changes.
§? 幫助做年度房務(wù)部經(jīng)營預(yù)算的準(zhǔn)備，確定充分體現(xiàn)酒店的經(jīng)營目標(biāo)和員工的需求。
Assists with thepreparation of the annual Rooms Business Plan, ensuring Divisional Objectivesfully address business objectives of the Hotel and needs of associates.
§? 幫助部門經(jīng)理準(zhǔn)備和定時更新部門預(yù)算，確定目標(biāo)被達(dá)到，而且費用有效地被控制。
Assists with the preparation and regular update of the HousekeepingDepartmental Budget, in close cooperation with the Departmental Manager,ensuring targets are met and costs are effectively controlled.
§? 監(jiān)督以及合理分配洗窗、公區(qū)和后場清潔的外包供應(yīng)商的工作任務(wù)。
Ensures proper work assignments to the contract cleaners of windows,public and back of house areas.
?
?
營運
Operational
?
§? 遇到投訴或問題，如果不能立即找到解決的方法，則向客房部副經(jīng)理匯報。
Reports complaintsor problems to Assistant Housekeeping Manager if no immediate solution can befound.
§? 確保具有營銷員的態(tài)度并在酒店內(nèi)隨時發(fā)現(xiàn)銷售的機(jī)會。
Ensures a sales attitudeis adopted at all times and maintains an awareness of all sales opportunitieswithin the Hotel.
§? 確保具有高水平的酒店產(chǎn)品知識，以便在機(jī)會出現(xiàn)時，宣傳/銷售餐廳產(chǎn)品及其它設(shè)施/活動。
Ensures a high levelof product knowledge of hotel in order to promote/ upsells F&B outlets andother facilities/ programmes whenever opportunities arise.
§? 確保持續(xù)高水平的賓客服務(wù)。
Ensures a high levelof customer service is consistently maintained.
§? 確保將來自客人或其他部門的反饋意見與客房部副經(jīng)理進(jìn)行溝通。
Ensures the Assistant Housekeeping Manager is kept fully awareof any relevant feedback from either customers or other departments.
§? 遵守酒店有關(guān)客房部的政策及程序。
Complies with theHotel’s Policies & Procedures relating to Housekeeping.
§? 遵從房務(wù)部定立的系統(tǒng)及程序。
Complies with allsystems and procedures as laid down by Rooms Division.
§? 確保公共區(qū)域的清潔達(dá)到凱悅品牌的標(biāo)準(zhǔn)。
Ensures thecleanliness of public areas meet HyattBrand Standards.
§? 確保正確地存放及發(fā)出日常清潔用品。
Ensures properstorage and issues the daily cleaning supplies.
§? 管理庫存，確保充足的用品供應(yīng)。
Manages inventory ofstock to ensure adequate supplies.
§? 檢查公共區(qū)域、餐廳及大堂，如發(fā)現(xiàn)需要維修及更換的家具或設(shè)備，向客房部副經(jīng)理提出建議。
Inspects Head of House, outside areas of the Hotel,restaurants and Lobby to determine needs for repairs or replacement offurniture or equipment, and makes recommendations to Assistant HousekeepingManager.
§? 指引和協(xié)助分配清潔人員的工作。
Directs and assistsin assigning work to cleaning personnel.
§? 檢查走廊、樓梯間、服務(wù)區(qū)域、大堂及其它公共區(qū)域，以保證這些地方的干凈、整齊。
Inspects corridors,staircases, service areas, Lobby, and other public areas for cleanliness andorderliness.
§? 向工程部報告所有須要保養(yǎng)或維修的項目。
Report allmaintenance or repair items to Engineering department. ?
§? 協(xié)調(diào)執(zhí)行所有餐廳的清潔及特別項目。
Carries out allOutlet cleaning and special projects.
§? 發(fā)放、檢查及控制所有清潔用品和設(shè)備。
Issues, inspects,and controls all cleaning products and equipment.
§? 確保按照部門運營手冊的要求補(bǔ)齊客人衛(wèi)生間的用品。
Ensures guestwashrooms supplies being replenished as per the Department Operations Manualrequirements.
§? 報告所有遺失及損壞的酒店財產(chǎn)。
Reports missing anddamaged hotel property.
§? 根據(jù)酒店“失物招領(lǐng)”制度，報告并處理所有失物招領(lǐng)事項。
Reports and handlesall Lost & Found items as per Hotel “Lost and Found” policy.
§? 保持恰當(dāng)?shù)挠涗洸⒄瓶乜头坎咳粘＿\營及報表。
Maintains properrecords and controls daily housekeeping operations and reports.
§? 確保所有供應(yīng)品、設(shè)備及儲藏室的整潔。
Ensures thecleanliness of all supplies, equipment and storage rooms.
§? 根據(jù)日程安排，督導(dǎo)所有對公共區(qū)家具和大理石臺面的清潔、保養(yǎng)。
Supervises allcleaning and maintenance works of all fixtures and marble surfaces in publicareas have been carried out according to the schedule.
§? 督導(dǎo)對酒店周圍路徑的清潔工作。
Supervises andcarries out the cleanliness of the pavements around the Hotel.
§? 確保植物和花卉的澆灌工作。
Ensures all plantsand flowers are watered as needed.
§? 根據(jù)計劃或要求，督導(dǎo)對所有辦公室的清潔工作。
Supervises alloffices cleaning works been carried out as per schedule or as requested.
§? 根據(jù)酒店的政策和客房部的規(guī)定使用和控制鑰匙。
Use and controlhotel keys according to hotel policy and Housekeeping principle.
?
薪資和生產(chǎn)力的管理
Payroll & ProductivityManagement
§? 通過在整個部門內(nèi)建立靈活的員工編制，實施高效的薪資管理/資源分配。 這將依據(jù)一個靈活的員工基數(shù)（全職員工和臨時工）、多技能及多任務(wù)的原則。
Exercises efficientPayroll Management/ Resources allocation through the establishment of aflexible workforce through out the Division. This will be based on theprinciples of a flexible associate base (Full Time & Part Time associates),multi-skilling and multi-tasking.
§? 指導(dǎo)下屬確保生產(chǎn)力水平滿足凱悅設(shè)計標(biāo)準(zhǔn)和凱悅酒店集團(tuán)房務(wù)部營運手冊的要求。
Directs subordinatesto ensure productivity meets Hyatt Brand Standards and Housekeeping OperationsManual requirements.
§? 通過“靈活處理工作”（適當(dāng)情況下）和簡化工作流程，來回顧和不斷探索所有員工的生產(chǎn)力水平改善。
Reviews andconstantly seeks productivity level improvements of all associates through theprocess of “taking work out of the system” (when appropriate) and throughstreamlining of work process.
§? 確保工作安排的合理性，跟進(jìn)工作質(zhì)量和進(jìn)展。
Ensure the reasonabilityof daily task assignment and monitor the quality and process.
?
?
人員管理
People Management
?
§? 協(xié)助發(fā)展客房員工并跟進(jìn)工作運作、財務(wù)、以及管理的哲學(xué)，使他們成為多功能及多任務(wù)的原則。
Assists with the development of Housekeeping associates to workfollowing the operational, financial, administrative philosophies and ensuringemployees are multi-skilled and perform multi tasks.
§? 通過參與管理，對所有公共區(qū)域服務(wù)員進(jìn)行緊密督導(dǎo)，使他們的表現(xiàn)符合政策、程序及有關(guān)法律。
Through hands-onmanagement, supervises closely all Housekeeping associates in the performanceof their duties in accordance with Policies & Procedures and applicablelaws.
§? 適當(dāng)?shù)胤峙渎氊?zé)和責(zé)任，以使員工掌握技能并獲得資源；在確保保持運營及安全標(biāo)準(zhǔn)的同時，關(guān)心并發(fā)展員工。
Delegatesappropriately duties and responsibilities to equipped and resourceful associates,nurturing and developing them whilst ensuring standards of operations andsafety are maintained.
§? 擁護(hù)和支持酒店的培訓(xùn)精神和以人為本的管理哲學(xué)，并和進(jìn)修及培訓(xùn)發(fā)展部經(jīng)理密切合作培養(yǎng)和發(fā)展部門培訓(xùn)員。
Instils and supportsthe Training initiatives and philosophies of the company and works closely withthe Training Manager in developing a team of active Departmental Trainers.
§? 參與培訓(xùn)角色并發(fā)展員工。
Takes an active rolein the training and development of associates.
§? 發(fā)展及協(xié)助針對提高技能和知識的培訓(xùn)活動。
Develops and assistswith training activities focused on improving skills and knowledge.
§? 確保員工完全理解酒店的規(guī)章制度并遵照執(zhí)行。
Ensures associateshave a complete understanding of the Rules & Regulations, and thatbehaviour complies.
§? 關(guān)注員工士氣并對工作表現(xiàn)及發(fā)展提供反饋。
Monitors associatemorale and provides mechanism for performance feedback and development.
§? 進(jìn)行員工年度表現(xiàn)發(fā)展評估，提供真實和準(zhǔn)確的回饋。
Conducts annual performance development review forrespective associates and providing truthful and appropriate feedback.
§? 將指導(dǎo)原則及核心價值高效溝通給所有層級的員工。
Effectivelycommunicates guiding principles and core values to all levels of associates.
§? 每日進(jìn)行簡短的例會，分配任務(wù)，并讓員工了解當(dāng)天特殊活動和指令。
Conducts short,daily briefings to hand out assign-ments and to keep associates informed ofspecial events and instructions.
§? 確保所有員工對酒店產(chǎn)品知識、當(dāng)前推廣、政策改變的最新了解及保持高效的內(nèi)部溝通。
Ensures all associatesmaintain an up-to-date awareness of hotel product knowledge, current promotion,policy changes and appropriate internal communication.
§? 確保每一個員工時刻保持并履行高度保護(hù)客人隱私的意識。
Ensures all associates practice the utmostprotection of guests’ privacy and confidentiality.
總則
General
§? 確定部門提供的服務(wù)隨時可用，并按照部門運作手冊所詳述的標(biāo)準(zhǔn)，以最高的效率、一致性和禮貌來執(zhí)行。
Ensures servicesprovided by the department are always available and are always carried out todefine Standard with the utmost efficiency, consistency and courtesy asdetailed in the Departmental Operations Manual.
§? 參加所有有需要的會議。
Attends andcontributes to all Meetings as required.
§? 確保任何時間都提供禮貌且專業(yè)的服務(wù)。
Ensures all associatesprovide courteous and professional service at all times.
§? 以禮貌、高效的方式處理客人及員工的要求，遇到投訴或問題，如果不能馬上找到解決辦法，則進(jìn)行匯報，并給予迅速追蹤。
Handles guest and associateenquiries in a courteous and efficient manner, reporting complaints or problemsif no immediate solution can be found, whilst providing feedback for a promptfollow up.
§? 了解關(guān)于員工及行業(yè)關(guān)系的法律、法規(guī)，理解并嚴(yán)格遵守員工手冊中的規(guī)章制度，及酒店關(guān)于防火、衛(wèi)生、健康和安全的制度。
Be knowledgeable instatutory legislation in associate and industrial relations, understanding andstrictly adhering to Rules & Regulations established in the AssociateHandbook and the Hotel’s policies concerning fire, hygiene and health &safety.
§? 積極參與員工福利、安全、發(fā)展及健康的活動，并給予建議、咨詢和真實、恰當(dāng)?shù)姆答仭?Be actively involvedin the welfare, safety, development and well-being of associates providingadvice, counselling and truthful, diplomatic feedback.
§? 確保高水準(zhǔn)的個人形象和儀容儀表。
Ensures highstandards of personal presentation and grooming.
§? 與客人和同事保持基于良好工作關(guān)系的接觸。
Maintainspositive interaction with guests and colleagues and keep good workingrelationships with them as always.
§? 始終展現(xiàn)負(fù)責(zé)的管理和行為，并以積極的形象代表酒店管理團(tuán)隊和凱悅酒店集團(tuán)。
Exercisesresponsible management and behaviour at all times and positively representingthe Hotel Management Team and Hyatt Hotels Corporation.
§? 協(xié)助提供特殊主題派對和其他必要的促銷活動的裝飾。
Assists in providingdecorations for special theme parties and other promotions as necessary.
§? 確保適當(dāng)?shù)陌才啪S護(hù)公區(qū)的花草和植物。
Ensures properarrangement and maintenance of flowers and plants in the public areas.
§? 根據(jù)酒店、行業(yè)和公司的指引，回應(yīng)需求、改變，執(zhí)行任何合理的任務(wù)及額外職責(zé)。
Responds to requeststo undertake any reasonable tasks and secondary duties and to changes asdictated by the Hotel, industry and company.
§? 靈活并接受在房務(wù)部內(nèi)的分部門之間的輪換工作。
Be flexible andadapt to rotate within the different sub departments of the Rooms Division.
