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1.? Todirect the activities of Housekeeping daily operation to maintain and improvehigh cleaning standard of guestrooms and public areas as well as courteousservice to guest. 指導監(jiān)督客房部每天的運營，保證客房和公共區(qū)域都達到清潔標準以及所有員工的對客服務水準。 2.? Toestablish the skills analysis manual for all the team member in HousekeepingDepartment. 親自為本部門的所有員工制定職業(yè)技能分析。 3.? Toadministrate the hiring and handle the resignation, rewards, reprimand of allthe team member in Housekeeping and Laundry Departments in consulting withPersonnel Office. 與人事部門配合，執(zhí)行對本部門員工的雇傭解聘、薪金獎勵及罰金制度。 4.? Toestablish standard of cleanliness for all the area under his / her control. 確保所有區(qū)域都達到了清潔標準。 5.? Toinstitute working rules and practices to meet these standard. 建立一系列工作標準并且使員工達到標準要求。 6.? Toestablish training program, methods and procedures for development ofemployees. 為員工制訂設計培訓計劃、方法及步驟。 7.? Withthe assistance of subordinates, to supervise team member of Floor Supervisors,Room attendants both in public area and guest rooms. Linen room attendants,Seamstresses, Carpet men, Order Takers, Clerks and Laundry Workers. 在助手的協(xié)助下，監(jiān)督樓層主管、樓層服務員、布草房員工、縫紉工清潔工、定貨員、文員及洗衣房員工的正常工作。 8.? Tobalance team member working schedule to meet peak and slack periods andmaintain a close payroll control. 平衡協(xié)調(diào)淡旺季的員工工作安排，維持控制工資成本。 9.? Toprepare annual uniform budget, annual Housekeeping FF&E and operatingequipment budget in consulting with management and the relevant department. 制定每年的制服預算以及客房部的FF&E，在管理部門和其它相關部門的協(xié)調(diào)下經(jīng)營制定設備裝置預算。 10. To makeregular tour of inspection in vacant and occupied guestrooms to assure thecleaning standard is kept. 經(jīng)常檢查空房和在住房，確保房間達到高清潔標準。 11.Totour the guestrooms floors, back stairways, rooftop, offices and public areasto ensure the cleaning are well maintained. 巡視酒店各個樓層、安全通道、樓梯、頂層、辦公室、所有公共區(qū)域，同樣確保其清潔度。 12. Tomaintain effective communication with Engineering for repairing and maintainingof guest - rooms and ensure rooms are in good condition at all times. 和工程部保持有效溝通與合作，維護保養(yǎng)客房，使房間一直處于一種良好的狀態(tài)。 13. Toconsult with Front Office regarding room blocking for special repairing orspring cleaning and return for sale at short length of time. 與前廳部協(xié)調(diào)配合，關于關閉維修房和需全面清理的房間，并保證在最短時間讓其恢復以供出售。 14. To holddaily briefing with floor supervisors, to give information about daily expectedVIP arrivals, guest complaints and special assignment etc. 每天參加和樓層主管的會議，告知當天預抵的VIP的相關信息，以及客人的意見投訴和其它一些當天任務安排等。 15. Toconduct a monthly Housekeeping communication meeting to discuss the team memberfeedback, to rectify the errors for improvement, to communicate all the specialinstructions and happenings within the hotel, other than morning briefing. 進行月度客房部溝通會議，聽取員工意見以更改完善管理辦法。 16. Toattend various meetings to exchange ideas for constructive improvement of hoteloperation and keep the subordinates informed for any management’s decision. 參加各種會議，發(fā)表交流關于酒店發(fā)展的建設性想法，保證管理層信息的確認性和時效性。 17. Toendorse all the purchased items and make receiving inspections for assurancequality and quantity. 對所需要采購物品的簽字確認并且對所領物品檢查確保其質(zhì)量和數(shù)量。 18. Tosuggest and consult with the management for any changes or renovation which isnecessary either guest rooms or public area. 關于客房和公共區(qū)域內(nèi)的任何必要的改變和重新裝修，可以向領導層建議并實施。 19. To beresponsible for guest room supplies and cleaning supplies when necessary. 確?？头績?nèi)的所需任何物品的充足性。 20. To beresponsible for room linen and F&B linen inventories, to supervise andarrange taking of physical inventories. 確?？头坎疾莺筒惋嫴疾莸臄?shù)量，監(jiān)督和安排各種物品存貨。 21. Tosupervise laundry daily operation to provide daily guest laundry service, houselinen and uniform. 監(jiān)督洗衣房每天的正常運作以確保對客洗衣服務和內(nèi)部布草及員工制服的充足性。 22. Tomaintain linen room, uniform and house linen repair service. To observe houselinen, uniform and cleaning equipment constantly to avoid abuse and minimizeloss and damage. 保證客房布草、制服的清洗設備的正常運行，避免濫用及降低損失和毀壞。 23. Toevaluate the performance of the department personnel from time to time. 不定時對部門員工的表現(xiàn)進行評估。 24. Tointerview team member who involves problems and listen so as to solve or smoothtroubles. 與遇到問題的員工進行交談傾聽，幫助解決或緩解問題。 25. Torecommend candidates for the career developing institute or cross exposure insister hotels or for other courses training. 推薦侯選人到職業(yè)發(fā)展學會或姐妹酒店，或者進行其它課程交叉培訓。 26. Todetermine discards of blankets, bedspreads, drapes, room linen and Food &Beverage linen etc. 決定一些布草，如毛毯、床單、窗簾、客房及餐飲布草的廢棄。 27. Tooversea the departmental skill training program and be responsible for havingrelevant manuals revised as necessary. 檢查部門技術培訓計劃，并且在需要情況下對計劃內(nèi)容進行再更正。 28. To meetwith the salesmen or outside consultants in order to keep informed of anynewest product of effective cleaning material and equipment. 與供應商及外界清洗顧問經(jīng)常會面以保證對新的有效的清洗產(chǎn)品和設備的信息掌握，熟悉網(wǎng)絡使用，關于客用品要保證信息的更新。 29. To beabsolute guest orientated manner and mind, to control on any aspect and to careproperties. 以客人的舉止及想法為取向，全面控制客房部的任何方面，關注收益。 31.? Adhere to the hotel’s security and emergencypolicies and procedures. 堅持酒店安全制度、緊急情況處理規(guī)定和程序。 32.? To ensure that all team members have a complete understandingof and adhere to the Hotel’s Team member Rules and Regulations. 確保員工充分的理解并遵守員工手冊內(nèi)容。

1.?? Manage the Laundry training, assign work, and monitor the quality of the laundry and quantities. 負責全體洗衣房員工的管理培訓，人員調(diào)配工作，監(jiān)督所在部門的生產(chǎn)經(jīng)營。 2.?? Ensure that all items laundered and dry-cleaned are finished to the highest standard achievable and returned to the guests or staff in immaculate condition. 確保酒店洗衣間的全部布草都按所能達到的最高標準進行清洗或干洗， 保持清潔無瑕并送還給客人或員工。 3.?? To make inspection trips through entire area checking on productive methods and procedures.負責檢查洗滌的方法和過程。 4.?? To check washing formulas and make corrections and improvement whenever necessary. 負責檢查洗衣流程，如果必要進行修正和改善。 5.?? To report directly to the Executive Housekeeper keeping him advised of progress and practices.直接向行政管家報告洗衣房的工作狀況和設備狀況。 6.?? To confer with assistant and supervisors on production and personnel problems. 和下屬員工交流工作情況和工作表現(xiàn)等。 7.?? To confer with maintenance mechanics regarding repairs and replacement problems. 和有關人員溝通，解決設備維修、保養(yǎng)和替換的問題。 8.?? To coordinate with Chief Engineer regarding new methods and machines. 和工程部經(jīng)理保持聯(lián)系，改善工作方法和設備。 9.?? To plan work and production schedules to meet housekeeping and food and beverage requirement. 根據(jù)客房入住率和餐飲布巾需求量，安排好布巾、制服的洗滌工作，保證提供足夠的布巾。 10.? To train team member according to established procedures; Conducts training meeting to discuss problems and future plans, give information and assignments. 按照工作程序，培訓員工。和員工開會，討論工作問題、工作計劃、溝通信息，并安排工作。 11.? To maintain proper balance between production requirements and payroll costs. 負責保持工作需求和人工需求的平衡。 12.? To oversee laundry office functions including production reports, schedules and other records.負責檢查洗衣房辦公室的工作，如生產(chǎn)報告、工作安排和其它記錄。 13.? To supervise and investigate all claims by guest for defective laundry and consult with hotel executive for any compensation if necessary. 負責管理和調(diào)查所有有關客衣?lián)p壞的問題，如果需要賠償，負責和管理層協(xié)商賠償額。 14.? To hold department briefing keeping his team member informed of new methods and management instructions. 負責和員工溝通，交流新的工作方法和新的工作流程。 15.? To keep close liaison with personnel office on employment and labour relations. 在員工雇傭、員工需求上和人事部緊密合作。 16.? To supervise and direct the functions of the valet department. 管理和領導客衣取送部門的工作。 17.? To consult with supply agent for new invented chemical for dry clean and laundry for best results. 了解市場上洗滌劑的最新發(fā)展，選擇高效、高質(zhì)的洗滌劑，用于提高洗滌的質(zhì)量。 18.? Responsible for careful handling of chemicals to avoid accidents. 負責酒店化學藥品管理防止事故。 19.? To arrange contacts with other laundry managers in other leading hotels for updated information and price setting.??? 和其它洗衣房經(jīng)理保持聯(lián)系，了解好的洗滌方法、程序、洗滌劑，以及洗滌報價。 20.? To establish production standard’s records and training techniques. 建立產(chǎn)品標準記錄和培訓技能記錄。 21.? To make recommendations to the manager on all phases of the laundry operation and advise him of the latest ideas and equipment. 向上級提供洗衣市場的情況，提出好的建議和采購設備的建議。 22.? To regulate the manning according to the work load. 根據(jù)工作量安排人員。 23.? Adhere to hotel cleaning and maintenance programs. 堅持酒店的清潔和養(yǎng)護程序。 24.? Ensure a high level of cleaning is maintained in your work area. 保持維護所在工作區(qū)域的高度整潔。 25.? Ensure all reporting and servicing deadlines are met on a timely basis. 保證所有報告和服務都按時完成。 26. Abide by the Hotel’s Policies and Procedures, Hilton Code of Business Conduct and the hotel’s team member Handbook. 遵守酒店的工作政策及程序，遵守希爾頓的商業(yè)行為規(guī)范以及員工手冊中的條款。 27．Adhere to the hotel’s security and emergency policies and procedures. 堅持酒店安全制度、緊急情況處理規(guī)定和程序 28．To ensure that all team members have a complete understanding of and adhere to?? the Hotel’s Team member Rules and Regulations. 確保員工充分的理解并遵守員工手冊內(nèi)容 29. The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment. 如有必要 ，該部門有權更改或補充該職位描述。 30. Carries out any other reasonable duties and responsibilities as assigned. 完成任何其他合理的職責和被指派的職責。

1.?? Know how to use computer and support the office work if possible. 熟練掌握電腦，為管家部辦公室工作提供幫助。 2.?? Keep good communication with other departments. 同其他部門協(xié)調(diào)工作。 3.?? Train, motivate and evaluate team member. 培訓并激勵員工，對他們的工作進行評估。 4.?? Assist with maintaining up-to date team member records. 協(xié)助穩(wěn)定員工，控制流失率。 5.?? Ensure all work is done according to the department’s procedures and ensure the hotel’s regulations are being followed. 確保所有工作遵循管家部程序并確保酒店程序被遵守。 6.?? Deliver high quality service to guests. 提供高品質(zhì)的對客服務。 7.?? Ensure proper handling of Lost and Found. 確保恰當?shù)奶幚砜腿说氖锱c招領。 8.?? Responsible for strict key control. 負責嚴格控制鑰匙領用程序。 9.?? Ensure guest needs and reasonable requests are met. 確?？腿诵枨笈c合理的要求被滿足。 10.? Seek opportunities to continually improve guest service, by reporting guest comments. 通過匯總客人的意見,尋找機會不斷發(fā)展對客服務。 11.? Take appropriate action to resolve guest complaints. 采取合適的行動解決客人的抱怨。 12.? Promote the hotel and Hilton products and services. 促銷酒店與希爾頓的產(chǎn)品與服務。 13.? Access and use Housekeeping computer programs. 掌握和使用管家部電腦系統(tǒng)。 14.? Adhere to hotel cleaning and maintenance programs. 堅持酒店的清潔和養(yǎng)護程序。 15.? Ensure a high level of cleaning is maintained in your work area. 保持維護所在工作區(qū)域的高度整潔。 16.? Ensure all reporting and servicing deadlines are met on a timely basis. 保證所有報告和服務都按時完成。 17.? Abide by the Hotel’s Policies and Procedures, Hilton Code of Business Conduct and the hotel’s team member Handbook. 遵守酒店的工作政策及程序，遵守希爾頓的商業(yè)行為規(guī)范以及員工手冊中的條款。 18.? Adhere to the hotel’s security and emergency policies and procedures. 堅持酒店安全制度、緊急情況處理規(guī)定和程序。 19.? To ensure that all team members have a complete understanding of and adhere to the Hotel’s Team member Rules and Regulations. 確保員工充分的理解并遵守員工手冊內(nèi)容。 20.? The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment. 如有必要 ，該部門有權更改或補充該職位描述。 21.? Carries out any other reasonable duties and responsibilities as assigned. 完成任何其他合理的職責和被指派的職責。 22.? Ensure that assigned staff has reported to work; document any late or absent employees.? 確保員工匯報工作；記錄任何遲到及缺席員工. 23.? Coordinate breaks for assigned staff. 調(diào)整及協(xié)調(diào)員工的休息狀態(tài)。 24.? Prepare and distribute assignment sheets to assigned staff and review priorities.?????????????????????????????????????????????????????????????????????????????????????????????????????????????? ? 準備及分配任務給指定員工并按優(yōu)先次序完成. 25.? Communicate additions or changes to the assignment sheets as they arise throughout the shift. Identify situations, which compromise the department's standards and delegate these tasks.?????????????????????????????????????????????????? ? 根據(jù)部門的需要補充或改進工作安排。 26.? Check supply levels in storage closets. Complete requisition for additional supplies needed and submit to manager. 盤點庫房用品，并做補給物品申請給到經(jīng)理。 27.? Check Lobby Attendant's carts for proper supplies, neatness, cleanliness and mechanical problems. Instruct designated personnel to correct deficiencies. 檢查公區(qū)服務員手推車的準備情況，保持手推車的干凈整潔及解決機械相關問題，指導相關人員糾錯。 28.? Inspect public areas/bathrooms, restaurants, fitness center, pool area, offices and service areas after being cleaned by Lobby Attendants, using designated checklists. Ensure that cleanliness and condition of each area meets designated standards. Directly contact respective personnel and relay any deficiencies to be corrected. 在樓層清潔員及大堂清潔員清掃過后檢查公共區(qū)域/浴室，健身中心，游泳池，辦公室及服務區(qū)域，利用指定的檢查清單。確保各個區(qū)域的清潔程度符合酒店標準。直接找到指定人員如遇需要校正之處。 29.? ?Assist Lobby Attendants with their job functions where needed to ensure optimum cleanliness and service standards for guests. 確保公區(qū)服務員以良好的清潔標準和服務標準為客人服務。 30.? ?Complete work orders for maintenance repairs and submit to Housekeeping Clerk. Contact Engineering directly for urgent repairs. 完成酒店維護維修單提交工作至辦公室協(xié)調(diào)員。在需緊急維修任務中直接同工程部取得聯(lián)系。 31.? Conduct training of staff as assigned. 為員工進行培訓. 32.? Provide feedback on staff performance to manager. Report disciplinary problems to manager and participate in the counseling of employees. 向上級匯報員工表現(xiàn)反饋，向上級匯報員工紀律問題并參與員工討論過程。 33.? Document pertinent information in department logbook. 記錄相關信息在交接簿上。 34.? Complete all paperwork and closing duties before leaving. Review status of assignments and any follow-up action with manager and/or on-coming supervisor.????????????????????????????????????????????????????????????????????????????????????????????????????????????????? ? 在下班前完成所有文書工作.與上級經(jīng)理或即將上崗的主管交接需要跟進的工作.

1.?? Work closely with the Reception to ensure correct room status at all times. 與前臺接待密切合作確保任何時間內(nèi)正確的房態(tài)。 2.?? Supervise and control all Housekeeping operations. Assist assign and supervise the supervisors in their work and assist if required. 管理和控制所有客房運行管理，分配和監(jiān)督領班的工作并在需要時提供幫助。 3.?? Handle, record and follow up on loan items and extra supplies to guests. Conduct monthly inventories of on-loan items, phones. 處理，登記和跟蹤借出物品，每月盤點一次出借物品，手機。 4.?? Record status of daily attendance for all Housekeeping team members. 記錄所有管家部員工出勤的情況。 5.?? Prepare monthly reports as required. Render assistance to respective Housekeeping sections, Linen/Uniform, Floors, Public Areas, Laundry in preparing their monthly reports and inventories. 按要求準備月報表。為管家部各部分，即布草房，樓層，公共區(qū)域，洗衣房準備月度報告和盤點提供幫助。 6.?? Review and update the monthly Housekeeping Manning Guide. 更新管家部月度人力報告。 7.?? Know how to use computer and support the office work if possible. 熟練掌握電腦，為管家部辦公室工作提供幫助。 8.?? Keep good communication with other departments. 同其他部門協(xié)調(diào)工作。 9.?? Train, motivate and evaluate team member. 培訓并激勵員工，對他們的工作進行評估。 10.? Assist with maintaining up-to date team member records. 協(xié)助穩(wěn)定員工，控制流失率。 11.? Ensure all work is done according to the department’s procedures and ensure the hotel’s regulations are being followed. 確保所有工作遵循管家部程序并確保酒店程序被遵守。 12.? Deliver high quality service to guests. 提供高品質(zhì)的對客服務。 13.? Personally inspect VIP rooms. 檢查預抵VIP的房間。 14.? Identify VIP, regular and long staying guest, develop rapport to offer personalized service and assistance. 確認VIP客人，常住客人和長包房客人。建立良好關系并提供個性化和超值服務。 15.? Ensure proper handling of Lost and Found. 確保恰當?shù)奶幚砜腿说氖锱c招領。 16.? Responsible for strict key control. 負責嚴格控制鑰匙領用程序。 17.? Ensure guest needs and reasonable requests are met. 確?？腿诵枨笈c合理的要求被滿足。 18.? Seek opportunities to continually improve guest service, by reporting guest comments. 通過匯總客人的意見,尋找機會不斷發(fā)展對客服務。 19.? Take appropriate action to resolve guest complaints. 采取合適的行動解決客人的抱怨。 20.? Promote the hotel and Hilton products and services. 促銷酒店與希爾頓的產(chǎn)品與服務。 21.? Access and use Housekeeping computer programs. 掌握和使用管家部電腦系統(tǒng)。 22.? Adhere to hotel cleaning and maintenance programs. 堅持酒店的清潔和養(yǎng)護程序。 23.? Ensure a high level of cleaning is maintained in your work area. 保持維護所在工作區(qū)域的高度整潔。 24.? Ensure all reporting and servicing deadlines are met on a timely basis. 保證所有報告和服務都按時完成。 25.? Abide by the Hotel’s Policies and Procedures, Hilton Code of Business Conduct and the hotel’s team member Handbook. 遵守酒店的工作政策及程序，遵守希爾頓的商業(yè)行為規(guī)范以及員工手冊中的條款。 26.? Adhere to the hotel’s security and emergency policies and procedures. 堅持酒店安全制度、緊急情況處理規(guī)定和程序。 27.? To ensure that all team members have a complete understanding of and adhere to the Hotel’s Team member Rules and Regulations. 確保員工充分的理解并遵守員工手冊內(nèi)容。 28.? The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment. 如有必要 ，該部門有權更改或補充該職位描述。 29.? Carries out any other reasonable duties and responsibilities as assigned. 完成任何其他合理的職責和被指派的職責。

職位描述： 本崗位負責賓客服務支持部的運營，并且協(xié)調(diào)賓客服務部及物業(yè)管理部等其它部門。 工作職責： 1、確保酒店內(nèi)區(qū)域的清潔，保證客房和公共區(qū)域都達到清潔標準。 2、確?？头坎疾莺筒惋嫴疾莸臄?shù)量，監(jiān)督和安排各種物品存貨。確保客房內(nèi)的所需任何物品的充足性。 3、監(jiān)督制服房每天的正常運作以確保對客洗衣服務和內(nèi)部布草及員工制服的充足性。 4、制定每年的制服預算以及賓客服務支持部的FF&E，在管理部門和其它相關部門的協(xié)調(diào)下經(jīng)營制定設備裝置預算。 5、建立工作標準并且培訓部門員工達到標準要求。 6、平衡協(xié)調(diào)淡旺季的員工工作安排，維持控制工資成本。 7、每天參加和樓層主管的會議，告知當天預抵的VIP的相關信息，以及客人的意見投訴和其它一些當天任務安排等。 崗位要求： 1、較強的人際處理能力，具有領導和人員管理技能。 2、具有良好的關于樓層，PA基本運作方面的專業(yè)知識。 3、對物品的品牌，奢華和質(zhì)量具有敏感度。 4、具有基礎的英語表達能力。 5、二至五年的相關工作經(jīng)驗。 6、具有本地同崗位經(jīng)驗或希爾頓集團內(nèi)部酒店的工作經(jīng)驗者優(yōu)先。

【崗位職責】 1、操作洗衣機，甩干機，滾筒，以及干洗機。 2、掌握對洗衣房設備全面的和最新的了解。 3、確保所有客人衣物被仔細對待，把損壞率降到最低。 4、申領洗衣房各類物品并確?；瘜W劑等被恰當?shù)厥褂茫褂谜_的數(shù)量以降低成本、提高質(zhì)量，避免事故。 5、維持客房布巾和制服的質(zhì)量。 6、保持簡單的供應記錄。 7、管理督促員工。 8、向客人提供優(yōu)質(zhì)服務。 9、檢查成品的數(shù)量和品質(zhì)。 10、維護設備，匯報出故障的機器，以便及時維修。 11、處理客人急需的清洗服務。 【崗位要求】 至少2年或以上的相關工作經(jīng)驗。