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

Responsibilities 工作职能
1. To maintain a highcustomer service focus by approaching your job with the customers always inmind.
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 positiveimpact, taking personal responsibility and initiative to resolve issues, alwaysclearly 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 andcommitted, approaching all tasks with enthusiasm and seizing opportunities tolearn new skills or knowledge in order to improve your personalperformance.
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 theperformance 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 teamfocus by showing co-operation and support to colleagues in the pursuit of teamgoals.
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 andsuggestions 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 theservices and facilities of the Hilton Hotels to guests and suppliers of theHotel.
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 dutiesand responsibilities in a manner that ensures your safety and that of others inyour 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 a8-hour shift, ensuring all standards of lay out and cleanliness are that ofHilton 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 iskept clean and in working condition at all times.
确保所有设备保持良好状态。
11. To clean rooms andbathrooms, performing any combination of the following duties:
To vacuum the carpet and upholstered furniture.
To dust and damp wipesfurniture.
To empty the ashtraysand 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 bathroomsupplies and room supplies.
为房间补足酒水与日用消耗品。
14. To fill out roomattendant’s daily report.
填写客房服务员每日报表。
15. To receive and deliverguests’ laundries.
为客人收取或递送洗衣。
16. To place itemsrequested by guests such as cots, cribs, bed-boards, transformers or hairdryers 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 NOTDISTURB rooms.
将“请勿打扰”房间汇报给楼层主管。
18. To give turn downservice.
提供开夜床服务。
19. Reports to FloorSupervisor 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 suspiciouspersons, 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 questionswhen 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 lostproperty is handed to housekeeping immediately.
保证及时上交客房部所发现的遗失财物。
23. Ensure personalappearance 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。