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BASIC FUNCTION 基本職責 Responsible for managing and supervising customer relationship services. 協(xié)助負責管理監(jiān)督客戶關系服務的事宜。盡可能多的客人并提供服務 1.Greet and escort guests, handle check-in/check-out procedures, and provide efficient and courteous one-stop services. 負責酒店賓客的迎送、入住登記及退房辦理，提供高效、禮貌的一站式服務。 2.?Proactively understand guest needs, coordinate with housekeeping, F&B, conference and other departments to ensure timely resolution of guest requests. 主動了解賓客需求，協(xié)調(diào)客房、餐飲、會務等部門，確保賓客訴求及時解決。 3.?Provide personalized recommendations based on guest preferences (e.g., room type, dining, activity arrangements) to enhance the guest experience. 根據(jù)賓客偏好（如房型、飲食、活動安排等）提供定制化建議，提升賓客體驗。 4.?Be familiar with hotel facilities, services, and nearby attractions, providing accurate information and route guidance to guests. 熟悉酒店設施、服務項目及周邊景點，為賓客提供準確的信息咨詢與路線指引。 5.?Patiently listen to guest feedback, resolve complaints in a timely manner, and report to management to drive service improvements. 耐心傾聽賓客意見，及時處理投訴并上報管理層，推動服務優(yōu)化。 6.? Patrol public areas to ensure cleanliness, proper facility conditions, and maintain the hotel’s high-service standards. 巡視公共區(qū)域，確保環(huán)境整潔、設施完好，維護酒店高端服務標準。 7.Assist guests in emergency situations (e.g., safety incidents, guest illness) and follow hotel emergency procedures. 在突發(fā)事件（如安全事故、客人生病等）中協(xié)助賓客，配合酒店應急流程。 JOB SPECIFICATION 工作要求 1.Educational level: Graduated from a college diploma 文化程度：大學?？飘厴I(yè) 2.Age: 22-40 years old 年齡： 22- 40歲 3.Experience: At least 2 years of work experience standard hotels 經(jīng)驗：至少2年以上在酒店同崗位工作經(jīng)驗 4.Language proficiency: fluent Mandarin; Solid English conversation skills 語言能力： 流利的普通話；英文會話能力扎實

Job Description 工作職責 ·?Checks billing instructions and monitors guest credit 檢查結(jié)帳說明并監(jiān)督客人信用情況。 ·?Analyses and approves discounts and rebates. 分析和批準打折相關事宜。 ·?Analyses the rate variance report to ensure rooms revenue control 分析房價差異報告以保證控制客房收入。 ·?Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations. 直接向前廳部經(jīng)理匯報并就所有與賓客服務及酒店運作相關的問題進行溝通。在高峰期向前廳部工作人員和其它所有部門提供支持和協(xié)助。 ·?Responds to guest needs and resolves related problems 就客人的需求做出反應并解決相關問題。 ·?Ensures VIPs and priority club guests receive special attention 保證貴賓和優(yōu)悅會會員受到特別關照。 ·?Fully conversant with all hotel emergency procedures. ·?熟知酒店緊急情況所有處理程序。 Required Skills – 技能要求 ·?Proficient in the use of Microsoft Office and Front Office System ·?熟練使用微軟辦公軟件和前臺系統(tǒng) ·?Problem solving and organizational abilities ·?具有解決問題和組織能力 ? Qualifications – 學歷 Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent. 2 years experience in front office / guest services operations, including supervisory experience?at a hotel of similar size and complexity, or an equivalent combination of education and experience.?? 具有酒店行政管理，酒店管理或相關的學位或大專水平。擁有2年前廳或賓客服務工作經(jīng)驗，包括在相似規(guī)模和復雜程度的酒店的管理經(jīng)驗，或與此相當?shù)慕逃拖嚓P工作經(jīng)驗結(jié)合的背景。 ? Experience – 經(jīng)驗 ·?2 years experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience. ? ·?擁有2年前廳或賓客服務工作經(jīng)驗，包括管理經(jīng)驗，或與此相當?shù)慕逃拖嚓P工作經(jīng)驗結(jié)合的背景。

BASIC FUNCTION基本職責 Responsible for managing and supervising customer relationship services. 協(xié)助負責管理監(jiān)督客戶關系服務的事宜。盡可能多的客人并提供服務 1.Greet and escort guests, handle check-in/check-out procedures, and provide efficient and courteous one-stop services. 負責酒店賓客的迎送、入住登記及退房辦理，提供高效、禮貌的一站式服務。 2.?Proactively understand guest needs, coordinate with housekeeping, F&B, conference and other departments to ensure timely resolution of guest requests. 主動了解賓客需求，協(xié)調(diào)客房、餐飲、會務等部門，確保賓客訴求及時解決。 3.?Provide personalized recommendations based on guest preferences (e.g., room type, dining, activity arrangements) to enhance the guest experience. 根據(jù)賓客偏好（如房型、飲食、活動安排等）提供定制化建議，提升賓客體驗。 4.?Be familiar with hotel facilities, services, and nearby attractions, providing accurate information and route guidance to guests. 熟悉酒店設施、服務項目及周邊景點，為賓客提供準確的信息咨詢與路線指引。 5.?Patiently listen to guest feedback, resolve complaints in a timely manner, and report to management to drive service improvements. 耐心傾聽賓客意見，及時處理投訴并上報管理層，推動服務優(yōu)化。 6.? Patrol public areas to ensure cleanliness, proper facility conditions, and maintain the hotel’s high-service standards. 巡視公共區(qū)域，確保環(huán)境整潔、設施完好，維護酒店高端服務標準。 7.Assist guests in emergency situations (e.g., safety incidents, guest illness) and follow hotel emergency procedures. 在突發(fā)事件（如安全事故、客人生病等）中協(xié)助賓客，配合酒店應急流程。 JOB SPECIFICATION工作要求 1.Educational level: Graduated from a college diploma 文化程度：大學?？飘厴I(yè) 2.Age: 22-40 years old 年齡： 22- 40歲 3.Experience: At least 2 years of work experience standard hotels 經(jīng)驗：至少2年以上在酒店同崗位工作經(jīng)驗 4.Language proficiency: fluent Mandarin; Solid English conversation skills 語言能力：流利的普通話；英文會話能力扎實

崗位職責 1、熟練前臺各項專業(yè)業(yè)務和技能，做好對客服務。 2、熟練掌握店內(nèi)外信息，提供準確的問訊服務。 3、負責為下榻酒店的賓客辦理入住登記手續(xù)。 4、負責客房鑰匙的管理和發(fā)放工作并嚴格遵守驗證制度。 5、制作有關報表，為其它部門提供準確的接待信息。 6、其他部門負責人交代的工作。 崗位要求 1、大專以上文化程度，有一定的英語基礎，有相關工作經(jīng)驗者優(yōu)先。 2、性格開朗、責任感強，具有較強的服務意識和責任感、良好的溝通及表達能力。 3、相貌端正，身體健康。

BASIC FUNCTION基本職責 Responsible for planning, organizing, leading, supervising, coordinating, reviewing, and participating in the daily work of front desk employees. 負責計劃，組織，領導，主管，協(xié)調(diào)，審核和參加前臺員工的日常工作。 DUTIES AND RESPONSIBILITIES 職責和義務 1.Supervise, coordinate and participate in the daily work of front desk staff, such as: assigning rooms to guests; Control and handle keys, information, and correspondence for guest rooms; Provide information; Timely update the room situation for the purpose of selling rooms; Keep relevant records for statistical reporting purposes; Maintain accurate records of guest history/registration cards; Provide accurate room occupancy rates 主管協(xié)調(diào)并參與前臺員工的日常工作，如：為客人分房；控制和處理客人房間的鑰匙，信息和信件；提供信息；及時更新房間情況以便銷售房間；保留相關記錄以備統(tǒng)計報告；保留準確的客人歷史/登記卡的檔案；提供準確的客房入住率. 2.Ensure that the daily work of all front desk staff is carried out in accordance with the established procedures and standards 確保所有前臺員工的日常工作根據(jù)擬定的程序和標準進行 3.Ensure the accuracy of guest bills, room rates, and other information, and check them before handing them over to the audit 保證賬單，房價等信息的準確性，交審計進行審核 4.Ensure that guests' needs, inquiries, and complaints are appropriately addressed and resolved through mediation 確?？腿说男枨?，詢問，投訴適當處理和調(diào)解了 5.Monitor the daily list of arriving guests, record VIP guests and other special instructions or requests, and complete them according to the requirements 監(jiān)察每天的到達客人名單，記錄下貴賓客人和其他特別指示或要求并根據(jù)要求完成 6.Work closely with the housekeeping department to monitor guests' room status 與客房部密切合作留意客人的房態(tài) 7.Compare the room status report of the housekeeping department with that of the front desk department, and notify the front desk manager/guest service manager of any discrepancies 將客房部的房態(tài)報告與前廳部的比較，一旦有任何差異通知前廳部經(jīng)理/賓客服務經(jīng)理 8.Understand the knowledge of group members and provide training on relevant skills for front desk colleagues 了解集團會員知識，對前臺同事相關技能培訓 9.Fulfill the obligations of all department heads and other assigned tasks 履行所有部門主管的義務及其他指派的任務 JOB SPECIFICATION工作要求 1.Must be familiar with the operation of the front desk 必須熟悉前臺的操作 2.Strong oral and written communication skills 口頭表達和書面表達能力強 3.Able to communicate with people of different personalities 能與不同個性的人交流 4.Proficient in local city history, famous historical sites, shopping areas, theaters, etc., in order to provide better service to customers 精通當?shù)爻鞘袣v史，名勝古跡，購物區(qū)，劇院，等等，以便提供給客人更好的服務 5.At least 2 years of work experience in international standard hotels 至少2年以上在國際標準酒店工作經(jīng)驗 6.Language proficiency: fluent Mandarin; Master English conversation skills 語言能力： 流利的普通話、掌握英文會話

【崗位職責】 1、查看交班記錄，了解上一班的移交事項，并負責處理； 2、熟悉預訂資料，了解客情，尤其要記住即將來電的貴賓、?？偷男彰?，了解酒店的所有活動； 3、熟悉酒店有關客房銷售的各項政策，向來店賓客推銷客房，努力爭取最好的經(jīng)濟效益； 4、熟練總臺各項專業(yè)業(yè)務和技能，做好對客服務； 5、熟練掌握店內(nèi)信息，提供準確的問訊服務； 6、負責為下榻酒店的賓客辦理入住登記手續(xù)； 7、負責客房房卡的管理和發(fā)放工作并嚴格遵守驗證制度； 8、制作有關報表，為其它部門提供準確的接待信息。 【崗位要求】 1、中心以上文化程度； 2、性格開朗、頭腦靈活、工作踏實，具有較強的服務意識、推銷意識和責任感； 3、通曉酒店各項對客政策、設施設備及服務種類以及總臺工作程度和規(guī)范。

崗位職責 1.查看交班記錄，了解上一班的移交事項，并負責處理； 2.熟悉預訂資料，了解客情，尤其要記住即將來電的貴賓、?？偷男彰?，了解酒店的所有活動； 3.熟悉酒店有關客房銷售的各項政策，向來店賓客推銷客房，努力爭取最好的經(jīng)濟效益； 4.熟練總臺各項專業(yè)業(yè)務和技能，搞好對客服務； 5.熟練掌握店內(nèi)信息，提供準確的問訊服務； 6.負責為下榻酒店的賓客辦理入住登記手續(xù)； 7.負責客房鑰匙的管理和發(fā)放工作并嚴格遵守驗證制度； 8.制作有關報表，為其它部門提供準確的接待信息。 崗位要求 1.大專以上文化程度，流利的英語口語； 2.性格開朗、頭腦靈活、工作踏實，具有較強的服務意識、推銷意識和責任感； 3.通曉酒店各項對客政策、設施設備及服務種類以及總臺工作程度和規(guī)范。

BASIC FUNCTION基本職責 Responsible for all activities related to the hotel, familiar with hotel product knowledge, book rooms for guests and put the reservation information into the system, answer all external and internal calls of the hotel. Voice always brings joy to conversation. Management and training of GSC staff. 負責所有與酒店相關的活動，熟悉酒店產(chǎn)品知識，為客人預定房間并將預定做入系統(tǒng)，接聽酒店所有外線和內(nèi)線電話。聲音總是能使人在交談中感到愉悅?？倷C員工的管理和培訓。 DUTIES AND RESPONSIBILITIES 職責和義務 1.Greet guests at all times in a friendly and helpful manner, and try to understand and address them by name. 隨時以友好和樂于協(xié)助的態(tài)度迎接客人，并盡量了解和稱呼客人的名字。 2.Be familiar with standard departmental work procedures. 熟知部門標準工作程序。 3.Answer all calls from guests according telephone etiquette and resolve the guest’s requirement. 按照標準電話禮儀接聽所有來電并解決客人的需求。 4.Record the information and needs of all callers, and communicate them to relevant departments or individuals in a timely manner. 記錄所有來電者的信息和需求，并及時傳達給相關部門或個人。 5.Understand the activities that will be held in the hotel within three days, so as to answer the guests' inquiries 了解三天內(nèi)酒店將舉行的活動，以便客人詢問時為客人解答。 6.Familiar with all the products that the hotel can provide to improve the hotel's operating income. 熟悉所有酒店可以提供的產(chǎn)品，為酒店提高營業(yè)收益。 7.Keeps abreast of changes in financial policies and work procedures. 隨時留意財務政策和工作程序的變化。 8.Responsible for responding to guest requests for safe deposit box service at all times. 隨時負責回應客人關于使用保險箱服務的要求。 9.Be familiar with all special promotions such as: seasonal package programs, frequent guest discount programs. 熟知所有特別促銷活動，如：季節(jié)性套餐計劃、?？蛢?yōu)惠計劃等。 10.Handles guest complaints, inquiries and requests, include morning call and telephone DND. and refers problems to manager if unable to provide assistance themselves. 處理客人的投訴、問詢和請求，包括叫醒服務，房間免打擾等等。如果自己無法提供協(xié)助，則將問題轉(zhuǎn)給經(jīng)理。 11.Every effort is made to ensure that guests will leave the hotel with a good impression of the service they received. 盡一切努力確?？腿嗽陔x店時會對酒店的服務有很好的印象。 12.Keep the work area neat and orderly at all times . 隨時保持工作區(qū)域的整潔和有序。 13.Develop training plan and complete monthly training report. 制定培訓計劃和完成每月培訓報告。 14.Obey the work arranged by the superior and complete it efficiently 服從上級安排的工作并高效完成 JOB SPECIFICATION工作要求 1.Proficient in various aspects of protocol work 精通總機各項工作內(nèi)容 2.Good communication and computer operate skills 良好的溝通和計算機操作能力 3.Responsible, strictly confidential, meticulous, and practical 有責任心、嚴守機密，仔細認真，講求實效 4.Having management skills 具有管理能力 5.Priority given to candidates with relevant and equivalent job experience 同等崗位工作經(jīng)驗者優(yōu)先

BASIC FUNCTION基本職責 Responsible for all activities related to the hotel, familiar with hotel product knowledge, book rooms for guests and put the reservation information into the system, answer all external and internal calls of the hotel. Voice always brings joy to conversation. 負責所有與酒店相關的活動，熟悉酒店產(chǎn)品知識，為客人預定房間并將預定做入系統(tǒng)，接聽酒店所有外線和內(nèi)線電話。聲音總是能使人在交談中感到愉悅。 DUTIES AND RESPONSIBILITIES 職責和義務 1.Greet guests at all times in a friendly and helpful manner, and try to understand and address them by name. 隨時以友好和樂于協(xié)助的態(tài)度迎接客人，并盡量了解和稱呼客人的名字 2.Be familiar with standard departmental work procedures. 熟知部門標準工作程序。 3.Answer all calls from guests according telephone etiquette and resolve the guest’s requirement. 按照標準電話禮儀接聽所有來電并解決客人的需求。 4.Record the information and needs of all callers, and communicate them to relevant departments or individuals in a timely manner. 記錄所有來電者的信息和需求，并及時傳達給相關部門或個人。 5.Understand the activities that will be held in the hotel within three days, so as to answer the guests' inquiries 了解三天內(nèi)酒店將舉行的活動，以便客人詢問時為客人解答。 6.Familiar with all the products that the hotel can provide to improve the hotel's operating income. 熟悉所有酒店可以提供的產(chǎn)品，為酒店提高營業(yè)收益。 7.Responsible for responding to guest requests for safe deposit box service at all times. 隨時負責回應客人關于使用保險箱服務的要求。 8.Be familiar with all special promotions such as: seasonal package programs, frequent guest discount programs, 熟知所有特別促銷活動，如：季節(jié)性套餐計劃、常客優(yōu)惠計劃。 9.Every effort is made to ensure that guests will leave the hotel with a good impression of the service they received. 盡一切努力確保客人在離店時會對酒店的服務有很好的印象。 JOB SPECIFICATION工作要求 1.Standard Mandarin, sweet voice, moderate speaking speed 普通話標準，聲音甜美，語速適中 2.Good communication and computer operate skills 良好的溝通和計算機操作能力 3.Responsible, strictly confidential, meticulous, and practical 有責任心、嚴守機密，仔細認真，講求實效 4.English speaking proficiency is preferred 英語口語熟練者優(yōu)先

【崗位職責】 1、服從上級的工作安排； 2、按照行李服務流程和要求，為抵離客人提供行李搬運服務，并將每次運送情況做好記錄； 3、協(xié)助做好大堂尋人服務和在大堂放置各類告示牌，及時撤換過期的告示牌并搬至指定的存放地點； 4、做好行李服務設備的清潔工作； 5、按照服務流程迎送客人，提供拉門服務； 6、維護出入車輛秩序，保證上下客車位和車道暢通； 7、準確回答客人的詢問，主動做好服務工作； 8、保持崗位周圍的環(huán)境整潔，發(fā)現(xiàn)果皮、紙屑、煙蒂等雜物及時撿掉； 9、下雨天，為上下車客人撐傘，并為客提供雨具存放及保管，并提供借傘服務； 10、熟悉酒店各種服務項目和營業(yè)時間，向客人推銷酒店的各項服務，介紹酒店客房設施。了解本市交通、商業(yè)、旅游等方面資料； 11、隨時聽從接待員的召喚，迅速接受帶房任務及為客提供物品轉(zhuǎn)接服務； 12、為客人指路，認真回答客人的詢問，盡量滿足客人的需求； 13、負責分送郵件、報刊、報表、留言單及前廳通知等，并按規(guī)定登記和辦理簽收手續(xù)； 14、受理客人行李寄存及領取，并做好詳細的存取記錄； 15、協(xié)助大堂副理維持大堂秩序，控制好大堂內(nèi)外的燈光； 16、積極參與酒店和部門組織的各項活動，完成上級交予的各項工作。

BASIC FUNCTION基本職責 Responsible for planning, organizing,conducting, leading and auditing the performance of personnel involved in BellService activities. 負責計劃，組織，領導，主管，協(xié)調(diào)，審核行李員的日常工作。? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?? DUTIES ANDRESPONSIBILITIES職責和義務 1. Supervises the activities of Bellman andDoormen engaged in duties such as carrying baggage,rooming guests, paging, running errands andposting information on the event order board. 主管行李員日常工作包括行李遞運，安置客人，呼叫，信息傳達并在事件項目表上作記錄。 2. Answers telephone calls for Bell Serviceand attends to guest inquiries requests and complaints?regarding his section. 回答有關行李員服務的電話并處理客人對其部門的詢問要求和投訴。 3. Determines work schedule of all BellService personnel; reviews record of attendance and accomplishments of Bell Service personnelin log books; ensures that pending items are completed; takes appropriateaction. 為所有行李員制訂工作日程表，在筆記本上核查行李員任務出席和完成情況，確保未完成項目將及時完成，采取適當行動。 4. Supervises maintenance and control ofuse of Bell Service Baggage room; enforces cleanliness of?baggage room and proper procedures inreceiving, storing and issuing baggage. 主管行李房的使用和維護，處理行李房的清潔事務并根據(jù)適當程序收取、存儲和處理行李。 5. Ensures that personnel are alwaysproperly groomed neat and orderly and proper in manner and?deportment. 確保員工儀表得體、干凈有序、并能使用適當?shù)亩Y儀。 6. Keeps superior informed regarding theperformance of his section; suggests possible ways and?means of improving service. 向上級領導反饋員工表現(xiàn)的事宜，對提高服務質(zhì)量的方式方法提出建議。 7. Appraises performance of subordinatesand recommends appropriate action basing on results of?rating. 根據(jù)情況表揚員工的表現(xiàn)和推薦良好的行為。 8. Identifies training needs ofsubordinates of personnel within his section. 如有需要則進行部門內(nèi)部人員培訓。 9. Performs such other duties common to allsupervisors and other duties as may be assigned. 完成領導安排的其他工作。

BASIC FUNCTION基本職責 The Director of Rooms has overallresponsibility for the cleanliness of assigned areas in the hotel, for anefficient operation of the front office & housekeeping department, as wellas Floor/Laundry/Health Club / Chrild Recreation, including but not limited tostorage, inventory, cost-control, personnel management. Additionally, she/he isresponsible for associate’s morale, a guest focused hospitality, brandstandards compliance, to develop a well-trained staff with high morale andloyalty，achieving ofbudgetary goals and inter-departmental relations. 房務總監(jiān)要對酒店總體上的前廳部和客房部的營運效率負責，包括酒店樓層/公共區(qū)域/洗衣房/健身中心/親子中心/倉庫、盤點、成本控制的個人管理。額外的還需要在員工中建立民心，對于客人的熱情度，依照酒店的品牌標準，培養(yǎng)具有高士氣和忠誠的員工，努力達到預期目標和部門內(nèi)的溝通。 DUTIES AND RESPONSIBILITIES 職責和義務 Responsible for the day-to-day operationsof the departments and areas directly under his control: 對直屬他管理下的部門和區(qū)域的日常運作有管理的責任. (a)??Front Office??前廳部 1.?Reviews the overall functioningof the front office and coordinates with Sales to ensure a healthy occupancy.全面的檢查前廳部的職能并與銷售部協(xié)調(diào)保證酒店良好的入住率。 2.?Reviews with the departmenthead the performance and training of front office staff. 與部門領導復查前廳部員工的表現(xiàn)和培訓。 3.?Co-ordinates between FrontOffice and Lobby, Front Office and Housekeeping to ensure efficient service toguests.????? ? ??? ?????????????????????????????????????????? ?????? 協(xié)調(diào)前廳和大堂, 前廳和客房部, 以保證向客人提供高效的服務。 4. Attends weekly departmentalmeetings and follows-up important points raised during the meeting.???????????????????????????????????????????????????? ?????????????????????????????????? ? 出席每周的部門會議, 在會議過程中提出重點。 5.?Periodically reviews systemsand methods in the Front Office and suggests improved methods.??????????????????? ????????????????????????????????????? 定期對前廳部的系統(tǒng)和方式進行復查并提出改進方法。 6.?Co-ordinates between thetelephone department and the telephone company for efficienttelephone service.???????????? ????????? ???????????????????????? 協(xié)調(diào)電話接線部門與電話公司關系, 提供高效的電話服務。??????????? 7.?Receive and investigate queriesand complaints from hotel guests, management staff and front office personnel,and effectively rectify the problems and complaints 接到從酒店客人，管理層及前臺的投訴時，立即采取行動解決投訴。 8.? Interacts with guests to obtainfeedback on product quality and service levels. 從客人處得到反饋關于產(chǎn)品質(zhì)量和服務水準。 9.? Empowers associates to provideexcellent customer service. 確保員工提供給客人優(yōu)質(zhì)服務。 10.?Observes service behaviors ofassociates and provides feedback. 員工的表現(xiàn)和提供反饋意見。 11.?Reviews guests comments and GSCresults with associates, participates in the development and implementation ofcorrective action plans. 與員工分向客人的意見和GSC的結(jié)果，做出發(fā)展和糾正的行動計劃。 12.?Sustains a work environmentthat focuses on fair and equitable treatment and associates satisfaction toenable business success. 創(chuàng)建良好的工作環(huán)境使員工更滿意從而更努力為酒店創(chuàng)造良好收益。 13.?Ensure all areas are properlymanned in accordance with the business demand, staffing schedules and workassignments are efficiently handled. 根據(jù)收益要求，確保所有區(qū)域根據(jù)要求完成任務。 14.?Foster good coordination,harmonious and effective communication within the housekeeping department and withother departments. 在部門內(nèi)和其他部門都需要保持良好的協(xié)調(diào)與溝通關系。? ? ? ? ? ? ? ? ? ? ? ?? (b)????Housekeeping???客房部 1.?Reviews the overall functioningof the department ensuring optimum guest comfort and room cleanliness.??????????????????????????????? ?????????????????????????????????? ? 全面檢查部門的各項功能, 以最適宜的方法保證客人舒服和客房的清潔.。 2.?Co-ordinates betweenHousekeeping and Laundry and between Housekeeping and Engineering in overallsmooth running of essential guest service.?????????????? 在基本對客服務的流水操作中對客房部與洗衣房, 以及客房部與工程部進行協(xié)調(diào)。 3.?Attends weekly departmentalmeetings and follow-up on the problems discussed.?? 出席每周的部門會議并后續(xù)討論過的問題。 4.?Maintains proper control overlost and found articles and exercises strict vigilance over maintenance ofrecords. Takes personal charge of guest correspondence on lost and found cases.?????????????????????????????????????????????? ?????????? ? 適當?shù)木S持和控制失物招領文件及物件并嚴格注意保持記錄. 由客人支付失物招領的相關費用。 5.?Supervises and authorizes allitems to be discarded in the Housekeeping. 監(jiān)督并批示所有客房部丟棄的物品。 6.?Ensure all staff in thehousekeeping department is aware of all hotel emergency, safety and pestcontrol procedures. 確保部門所有員工都熟知酒店的緊急，安全和除蟲的流程。 7.?Participates in departmentalmeetings and continually communicates a clear and consistent message regardingthe departmental goals. 參與部門會議，持續(xù)溝通，同一部門的目標。 8.?Conduct Self Brand StandardAudit in all housekeeping areas on a quarterly basis, using the Brand StandardAudit checklist. 每季做好客房區(qū)域的檢查，使用品牌審查的列表。 9.?Monitor and check the suppliesin all storerooms and ensures accurate inventories are taken as required. 檢查倉庫的配品確保被合理使用。 10. Check weekly the hotel floor pantries and ensure supplies are not under/overstocked and that they areclean and tidy. 每周檢查酒店的工作間保持清潔用品的備量及工作間保持干凈。 11. Review operating statements andcritique unusual results. Make all possible efforts to meet the budgeted goals. 閱讀營運報表是效率達到預算目標。 12. Ensure all punch lists arecompleted with the time frame specified. Be proactive and have goodcoordination with the Engineering Department. 保證所有的檢查表被及時更新的并且和工程部保持良好協(xié)調(diào)關系。 13. Act on all decisions and programsdecided on by the General Manager. Ensure policies and procedures of the departmentare strictly followed. 對于總經(jīng)理的決定要立刻行動，并且保證所有的規(guī)定被嚴格遵守。 14.?Ensure that Executive/Asst.Housekeeper follow their job descriptions; monitor / evaluate their performanceregularly. Follow strictly all hotel and department policies and procedures tobe able to perform duties and responsibilities efficiently and effectively. 保證部門員工遵守他們的工作職責，關注并對他們的工作表現(xiàn)進行經(jīng)常性的評估。 15. Follow strictly all hotel anddepartment policies and procedures to be able to perform duties andresponsibilities efficiently and effectively. 遵循并有效執(zhí)行酒店及管理層制定的政策及操作流程。 16. Make recommendations onprocedures to be adopted, personnel and equipment required to the Director of Rooms.Develop and implement programs designed to improve the efficiency of theoperations along with increased guest satisfaction. 提出一些關于房務部人員、設備方面可采用的建議。制定和實施旨在改進營運有效性和提高賓客滿意度的操作。 (c)? ?Laundry?洗衣房 1.?Constantly reviews thefunctioning of the department ensuring clean laundry to guests?and otherdepartments. 經(jīng)常檢查部門的功能運作情況以保證為客人和其他部門提供干凈的洗衣房。 2.??Co-ordinates between Laundryand Housekeeping; Laundry and Engineering to avoid delay in servicing guests.? ???????????? ?????????????????????????????????????????????????? ?? 協(xié)調(diào)洗衣房與客房部, 洗衣房與工程部關系, 以避免延誤為客人的服務。 （d）Parent-childCenter? 親子中心 1.??Provide a safety and comfortableenvironment for the guests of the Parent-child Center, and enhance the customerexperience through standard services and entertainment activities. 為親子中心客人提供安全、舒適的環(huán)境，并通過標準服務與娛樂活動提升客戶體驗。 2.?Regularly coordinate andarrange personnel to be responsible for the cleaning and sanitation of thechildren's play facilities at the Parent-Child Center.??????????? ??????????????? 定期協(xié)調(diào)和安排人員負責親子中心兒童游樂設施的清潔衛(wèi)生。 3.?Regularly inspect the safety ofchildren's play facilities and toys in the family education center.? 定期檢查親子中心兒童游樂設施和玩具的安全性。 4.??Keep a close eye on thereal-time updates of the parent-child center. In case of any emergency, handleit promptly.???????? ??????? ?????????????????????????????????????????? ? 實時關注親子中心的動態(tài)，如遇到突發(fā)狀況，及時處理。 (e) ?Management of the Animal Park 動物樂園管理 1.?Establish an animal managementteam, with dedicated personnel in charge and the Director of Rooms supervising.?設立動物管理小組，由專人負責，房務總監(jiān)監(jiān)管。 2.?The daily management of animalsincludes feeding, cleaning, health observation, maintenance of animalplayground facilities, etc., and corresponding checklists and procedures shouldbe formulated.???????????? ?????????????????????????????????????????????????? ? 對動物的日常管理包括喂食、清潔、健康觀察、動物樂園設施維等，制定相應檢查表和流程。 3.??Ensure the safety of animalsand guests, prevent animals from escaping or attacking, and abide by localregulations, such as wildlife protection laws.??? 確保動物和客人的安全，防止動物逃逸或攻擊，同時遵守當?shù)胤ㄒ?guī)，比如野生動物保護法。 4.??Formulate an emergency responseplan for animal management. Include the handling procedures for cases whereanimals fall ill or escape. ???????????? ??????????????????????????????????????? 制定動物管理應急預案。如動物生病或逃逸的處理流程等。 JOB SPECIFICATION工作要求 1.?5 years or above Housekeeping management experience, preferably in hotel industry. 5年或以上客房部管理經(jīng)驗，有酒店經(jīng)驗者優(yōu)先。 2.?Pleasant character with good inter-personal communication skills. 性格外向，良好的溝通和人際交往能力。 3.?Thorough knowledge on guestroom and public area cleaning procedures and products. 具備客房和公共區(qū)域清潔的流程專業(yè)知識。 4.?Thorough knowledge in the proper use and maintenance of all housekeeping equipment. 對于客房部設施設備的使用維修和保養(yǎng)的知識。 5.?Extensive knowledge of Laundry/Dry cleaning,? Linen/Uniform Room and Health Club/Recreation operations and management. 有專業(yè)的知識對于洗衣干洗制服間和健身房的營運和管理。 6.?College Above 大專以上學歷。 7.?The hotel business functions seven days a week, 24 hours a day. All associates must realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift as business demands. 須明了酒店是每周七天、每天二十四小時運轉(zhuǎn)的行業(yè)。因應工作需要，休息日不保證在周末，上班的班次和休息日會隨時跟著運營相應調(diào)動。

崗位職責 1、負責客房部的整體經(jīng)營和運作；分配督導員工工作，制定工作計劃。 2、確保部門成本及各項費用，得以良好的控制。 3、根據(jù)酒店的運營標準，隨時對房間和設施設備及各項物品進行檢查。 4、制定部門的年度預算，并確保部門的經(jīng)營費用控制在預算之內(nèi)。 5、檢查客房部的設施和管理，抽查及提升本部門整體工作質(zhì)量及工作效率。 6、組織編制部門工作程序及工作考評。 崗位要求 1、大專畢業(yè)學歷或同等以上 2、有3年以上同星級客房管理工作經(jīng)驗。 3、熟悉客房部專業(yè)知識，熟練使用電腦。 4、掌握熟悉客房管理、服務流程和質(zhì)量標準。 5、具有組織協(xié)調(diào)能力、應變能力、經(jīng)營能力以及文字表達能力和信息管理能力。

BASIC FUNCTION基本職責 Assists Executive Housekeeper in supervising and coordinating all activities of Housekeeping personnel. 協(xié)助行政副管家做好監(jiān)督工作，并協(xié)調(diào)好所有客房員工的工作 DUTIES AND RESPONSIBILITIES 職責和義務 1.Supervises and coordinates the functions of Housekeeping personnel such as cleaning and maintaining hotel premises, storing and issuing of hotel linens. 監(jiān)督協(xié)調(diào)客房部員工的工作，例如：清潔和保養(yǎng)客房營運場所，儲存發(fā)放酒店的布草 2.Prepares daily floor assignments of Room Attendants based on room occupancy. 根據(jù)住客率安排每天樓層服務員在樓層內(nèi)的工作 3.Hands out floor keys to Floor Supervisor and lists of work priorities for the day. 分發(fā)樓層鑰匙給樓層主管，并列出當天的工作重點 4.Inspects all rooms blocked for VIPS; endorses all VIP-occupied rooms are properly cleaned and maintained. 檢查所有房間尤其是貴賓房；確認所有貴賓房的清潔和物品的完好 5.Checks regularly all floor areas and floor public areas and informs supervisors concerned regarding deficiencies. 定時檢查所有樓層區(qū)域和客房公共區(qū)域，并通知主管其不足之處 6.Spot checks all Housekeeping equipment in use and kept in storeroom. 盤點所有客房部正在使用的設備和庫存的設備 7.Trains all supervisors periodically for improvement of Housekeeping operations. 定期進行主管的培訓以提高改善客房部的運作 8.Supervises the general inventory taking of all housekeeping materials, linen and equipment. 監(jiān)督管理客房部一般物品，布草和設備 9.Coordinates with other departments such as Front Office, Engineering and Laundry. 與其他部門做好協(xié)調(diào)工作，例如：前臺、工程部、洗衣房 10.Performs other duties that may be required by his superior. 履行由其上級要求的工作職責 JOB SPECIFICATION工作要求 1.College graduate ?？飘厴I(yè) 2.At least with 3 years’ experience 至少3年同崗位工作經(jīng)驗 3. Familiar with operation of Front Office, Engineering and Laundry 熟悉前臺、工程部和洗衣房的運作 4. Personable and neat, aggressive 外貌姣好、整潔，有進取心的