客房服务员

宾客服务 
Customer Service 
§  遵循品牌承诺并始终提供优异的对客服务。 
Delivers the brand promise and provides exceptional guest service at all times. 
§  适时的为其他部门员工提供同样优质的服务。 
Provides excellent service to internal customers as appropriate. 
§  礼貌并有效地处理客人和员工的询问，对于无法立即处理的投诉和提出的问题，应汇报上级，并迅速跟进及时反馈结果。 
Handles guest and associate enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst providing a prompt follow-up. 
§  保持与顾客和同事的良好合作关系。 
Maintains positive guest and colleague interactions with good working relationships.  
 
营运 
Operational 
§  确保服务符合品牌标准的基本要求，适时提供更多可供选择的品牌服务。 
Ensures all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate. 
§  发扬“群策群力”的精神，与其他部门在工作中相互支持、灵活变通。 
Works in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”. 
§  根据顾客意见调查结果，确保所有改进措施贯彻执行。 
Responds to the results of the LRA and ensures that the relevant changes are implemented. 
§  检查并确认房态表。 
Checks and verifies room status report. 
§  完整且准确的填写客房清洁情况记录。 
Records and completes the Attendant’s Verification Report accurately. 
§  检查并补充迷你吧的物品，根据实际消耗情况入账。 
Checks and replenishes Mini Bar. Raises bills for consumed Mini Bar items 
§  报告房间的缺陷。 
Reports room defects. 
§  报告丢失和损坏的物品。 
Reports lost and damaged items. 
§  清洁并整理客房。  
Cleans and make-up guest rooms, Suites and Villas.  
§  更换布巾。 
Empties soiled linen. 
§  清洁洗手间和储藏室。 
Cleans and tidies pantry and toilet. 
§  清洁走廊及周边区域。 
Maintains the cleanliness of corridors and surrounding back areas. 
§  清洁并摆放推车。 
Cleans and packs the trolley. 
§  检查并清洁使用的设备。 
Checks and cleans operating equipment. 
§  确保客房内摆放新鲜的花朵。 
Refreshes flowers set in guestroom 
§  提供开床服务。 
Provides night turndown service. 
§  房间清洁完毕后，通过电话通知客房部办公室更改房态。 
Updates room status via Hotsos system. 
§  熟悉紧急事件处理程序。 
Familiar with all Emergency Procedure. 
 
人事 
Personnel 
§支持落实人本品牌, 示范并加强凯悦价值观和文化特性。 
Supports the implementation of "The People Brand", demonstrating and reinforcing Hyatt's Values and Culture Characteristics. 
 
其他 
Other Duties 
§  参加必要的部门例会。 
Attends and contributes to all Meetings as required. 
§  熟知酒店的员工手册内容，严格执行酒店的规章制度，尤其是有关消防，卫生，健康，与安全的政策和程序。 
Understands and strictly adheres to Rules and Regulations established in the Associate Handbook and the hotel's policies concerning fire, hygiene, health and safety. 
§  确保保持高标准的个人形象和仪容仪表。 
Ensures high standards of personal presentation and grooming. 
§  随着行业、公司和酒店的变化，对客房部职能作出相应调整。 
Responds to changes in the Housekeeping function as dictated by the industry, company and hotel. 
§  参加必要的培训和例会。 
Attends training sessions and meetings as and when required. 
§  完成其他合理分配的职责和任务。 
Carries out any other reasonable duties and responsibilities as assigned. 
§  能应对工作职责的变化。为了满足营业及客户服务需求 ，也许会有工作职责的变动，包括调任至其他部门/地区。 
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. 
§  酒店依靠员工的灵活性以保证已达到的高标准的持续性。因此，此份工作职责仅作为最常用的工作职责的指南，如有需要，可进行修改和调整。 
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. 
 
其他方面
Other Comments
§   职位属于“员工”级并享有相应的福利。
 Position is ranked as “Associate” with related benefits provided.
§   积极参与前场营运的各项活动。
 Actively participate in operation team’s activities.