客房协调员 Housekeeping Coordinator

概述：
Overview:
•          Responsible for the accurate dissemination of information in coordinating the activities of the floors and Front Office and vice versa and other departments of the Hotel and guests.
负责密切联系前厅与楼层，确保信息的准确。反之密切联系其他部门与客人
•          To ensure efficiently in its performance by providing reliable information relayed from other department outside callers and highly responsible in doing necessary follow-ups.
提供给其他部门的顾客以可靠的信息确保高效的工作，对必需重复的地方需负责。
•          To assist in administration for Housekeeping operations.
协助客房部的管理工作。
•          Maintain proper communication, coordination with guest, employee outside/inside department particularly Front Office and Engineering.
保证正确的沟通，协调客人、员工、部门内外以及工程部、前厅部的关系。
 
主要工作职责:
Core Responsibilities:
•          To provide a courteous and professional service at all times.
时刻保持礼貌和专业的服务。
•          To maintain good working relationships with your own colleagues, and all other departments.
与部门内及其他部门同事保持良好的工作关系。
•          To have a complete understanding of and adhere to the hotel’s policy relating to fire, hygiene, health and safety.
对于饭店规章政策、消防紧急措施、卫生和安全措施明确了解。
•          To maintain a high standard of personal appearance and hygiene at all times.
时刻保持高水平的个人仪容仪表。
•          To have a complete understanding of the hotel’s employee handbook and adhere to the regulations contained within.
确保对员工手册的完全了解并保证行为符合标准。
•          To carry out any other reasonable duties and responsibilities as assigned.
执行其他所赋予的合理的职责。
•          As the center of communication, responsible for receiving incoming calls from guest, in/out of department and convey it through proper channel.
作为交流的中心，负责接听和正确处理客人、部门内外的电话。
•          Log down all information received with the name of caller and information.
对于所接收的信息和来电人的姓名作详细的记录。
•          Communicates with person concern on matter of the hotel specially guestrooms, public area, linen and laundry sections.
具体问题与客房、公共区域、布草和洗衣房的相关人联系。
•          Receives the arrival and departure lists from FO. Sales and inform the Executive Housekeeper ，Asst. Housekeeper and supervisor assigned in the area.
从前厅处接到入住和退房的单子，将住宿情况通知行政管家和主管。如有工作上出现问题及时与助理行政管家联系。
•          Write down in logbook all unusual things such as:
如下记录日常事宜。
1.      Sick call客人生病的电话。
2.      Guest instructions / request, etc.客人的要求
3.      Extra items issued to the guest and other items loaned out.客人借出的特殊物品。
•          Passes on all information from other departments to the concern.
向其他部门传递相关信息。
•          Issues / receives floors and public area keys and make sure that the issuance / return control logbook is signed by the concern.
向楼层和工作区域分发和接收钥匙同时保证发放和接收时的签名登记。
•          Performs other duties that maybe assigned to him / her by the superior.
执行主管赋予的其他相关责任。
•          Greet and courteous to all guest and colleagues, use eye contact and always offers assistance.
对待所有客人和同事要彬彬有礼、热情，用眼睛交流并时刻提帮助。
工作技能技巧要求:
Core Competencies & Technical Knowledge/skills:
•          To attend to guests’ needs and complaints properly.
正确处理客人的需求和投诉。
•          Responsible for the cleanliness of your own work area.
负责本职工作区域的清洁。
•          Keeps files and records in good order to enable you to locate information as requested.
按顺序保存文件以确保需要时能及时提出。
•          To provide service and information to hotel guest 。
按客人的电话需求提供服务。
•          To check and endorse on master key control chart to incoming service coordinator.
交接班时检查万能钥匙并签名。
•          Relays special instructions of guests to concerned floor personnel and follow-ups until work is done.
跟楼层联系通知客人的需求并跟踪直至完成。
•          Records daily activities and events in his/her logbook for the Exec. Housekeeper, Asst. Housekeeper and Supervisors information.
记录行政管家、助理行政管家、主管的日常活动。
•          Coordinates with floor supervisors, room attendants. as all blocking, rushed rooms and necessary information related to the housekeeping operations.
协调楼层主管、楼层服务员通知一些必要的客房运作信息，如预留房和急用房。
•          Establish priorities of work and repair to be done and constantly follow-up until work is completed.
提前通知需完成和维修的工作并经常跟踪至工作的完成。
•          Centralized /controls all extra items on loaned out to guests and coordinate same to the floor personnel with proper records.
集中和控制客人借出的所有特殊物品同时与楼层人员协调以确保正确记录。
•          Files reports like discrepancy report, fit, group blocking, complementary order, room assignment sheet and housekeeping status report.
将不符的报告、团队、补充的定房。客房服务员工作表以及客房房态表归档。
•          In charge of the lost/found section
负责失物招领处的工作。
•          Prepares housekeepers report and update room status in the computer.
准备客房报告表并在电脑里更新房态。
 
要求学历及资质：
Education/Certifications:
•        Senior High School
高中
•        Basic in oral and written English
基本的英语口语及书写
•          Fluent in dictation Chinese Good communication skill;
流畅的中文和良好的沟通技能
•          Apparent planning ability;
显著的计划能力
•          Good knowledge about the technical and HSKP SOP
良好的客房技能和熟知客房工作操作流程及标准