Floor Supervisor/Room Attendant楼层主管/客房服务员

Responsibilities 工作职能
1.
To maintain a high
customer service focus by approaching your job with the customers always in
mind.
在整个工作过程中，始终保持高度的客户服务意识。
2.
To have a positive
impact, taking personal responsibility and initiative to resolve issues, always
clearly communicating with both customers and colleagues.
保持积极的工作态度，做好本职工作，并且主动解决问题，能够始终清晰的与客人或同事进行交流。
3.
To be motivated and
committed, approaching all tasks with enthusiasm and seizing opportunities to
learn new skills or knowledge in order to improve your personal
performance.
具有积极合作的精神， 以极其热心的态度对待所有的工作，并且乐于借助一切机会学习新技能以便于改进自己的工作表现。
4.
To be flexible,
responding quickly and positively to changing requirements including the
performance of any tasks requested of you.
具有极强的应变能力, 反映迅速并以积极的态度面对要求的改变，包括任何工作要求的改变。
5.
To maintain high team
focus by showing co-operation and support to colleagues in the pursuit of team
goals.
具有极强的团队精神， 通过合作及对同事工作的支持达到团队的目标。
6.
To contribute ideas and
suggestions to enhance operational/environmental procedures in the Hotel.
能够提出对酒店的运作及环境有益的意见或建议。
7.
To actively promote the
services and facilities of the Hilton Hotels to guests and suppliers of the
Hotel.
能够积极的向客人及供应商推荐酒店的服务及设施。
8.
To perform all duties
and responsibilities in a manner that ensures your safety and that of others in
your workplace.
在工作过程中能够做好本职工作，保证自己及其他人的安全。
9.
Cleans up to （11） rooms in a
8-hour shift, ensuring all standards of lay out and cleanliness are that of
Hilton laid down policy.
在8小时工作时间内清扫（11）间客房，确保所有客房达到希尔顿酒店制订的政策。
10.
Ensure all equipment is
kept clean and in working condition at all times.
确保所有设备保持良好状态。
11.
To clean rooms and
bathrooms, performing any combination of the following duties:
To vacuum the carpet and upholstered furniture.
To dust and damp wipes
furniture.
To empty the ashtrays
and wastebaskets.
To make beds.
To wash sink, bathtub,
toilet, towels, mirrors and floors.
To polish bright work.
清理打扫房间，这主要包括: 吸尘、擦抹家具、清理垃圾、做床、清理 面盆、浴缸、
马桶、毛巾、镜子和地面、抹尘等
12.
To check room status.
检查房态。
13.
To replenish bathroom
supplies and room supplies.
为房间补足酒水与日用消耗品。
14.
To fill out room
attendant’s daily report.
填写客房服务员每日报表。
15.
To receive and deliver
guests’ laundries.
为客人收取或递送洗衣。
16.
To place items
requested by guests such as cots, cribs, bed-boards, transformers or hair
dryers etc.
依据客人具体要求放置婴儿床，加床板，变压器，吹风机等。
17.
To report DO NOT
DISTURB rooms.
将“请勿打扰”房间汇报给楼层主管。
18.
To give turn down
service.
提供开夜床服务。
19.
Reports to Floor
Supervisor any maintenance problems that arise.
向楼层主管报告任何所发现的维修问题。
20.
Reports any suspicious
persons, packages or activities to Security immediately.
及时向保卫部报告任何可疑人物、包裹或事件。
21.
Answers guest questions
when possible, if unsure refer guest to Assistant Manager.
尽量回答客人的提问，若不能肯定则应引导客人去大堂副理处。
22.
Ensure all lost
property is handed to housekeeping immediately.
保证及时上交客房部所发现的遗失财物。
23.
Ensure personal
appearance and hygiene is in accordance with Hilton policy.
确保个人仪表和仪容符合希尔顿酒店政策要求。