客房领班

行政
Administration
§ 协助客房部经理及客房部副经理确保部门顺畅有效的运转，并且确保部门的运转严格遵照部门政策和程序进行。
Assists the Assistant Housekeeping Manager and Housekeeping Manager in the smooth and efficient running of the Housekeeping department, ensuring that all the policies and procedures outlined in the Departmental Operations Manual are strictly adhered to.
§ 记录当班日志，并跟进来自其他领班的未尽事宜报告。
Logs daily events in Supervisor’s Logbook and follow-up on information reported by the other Supervisors daily.
§ 将维修需求通知工程部。
Raises job order to Engineering department for repair and maintenance work.
宾客服务
Customer Service
§ 确保所有服务员遵循品牌承诺并始终提供优异的对客服务。
Ensures Housekeeping Attendants deliver the brand promise and provide exceptional guest service at all times.
§ 确保客房部员工适时的为其他部门员工提供同样优质的服务。
Ensures Housekeeping Attendants also provide excellent service to internal customers as appropriate.
§ 礼貌而高效地处理所有客人和内部的投诉和询问，确保问题得到圆满解决。
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
§ 保持与顾客和同事之间良好的合作关系。
Maintains positive guest and colleague interactions with good working relationships.
营运
Operational
§ 确保持续提供高水平的宾客服务。
Ensures a high level of customer service is consistently maintained.
§ 将来自任何客人和其他部门的反馈与副理进行沟通。
Ensures the Assistant Manager is kept fully aware of any relevant feedback from either customers or other departments.
§ 确保副理始终意识到任何相关的反馈即可以从客人中来也可以从其他部门中来。
Ensures the Assistant Manager is kept fully aware of any relevant feedback from either customers or other departments.
§ 遵守酒店有关客房部的政策及程序。
Complies with the Hotel’s Policies and Procedures relating to Housekeeping.
§ 遵守房务部订立的系统及程序。
Complies with all systems and procedures as laid down by Rooms Division.
§ 确保客房的清洁和服务达到凯悦品牌的标准。
Ensures the cleaning and servicing of guest rooms meet Hyatt brand standards.
§ 确保正确地储存及发出客用品。
Ensures proper storage and issues of guest supplies.
§ 确保按设定的程序及标准处理客房的布草、客衣。
Ensures house linen and laundry as well as guest laundry being handled as per the set procedure and standards.
§ 分配每日工作量并对工作质量和进度进行跟进。
Assign daily task reasonably and monitor the quality and process.
§ 更新可以入住房间的房态。
Updates status of rooms ready for occupancy.
§ 管理储存物品的盘点，确保准确的用品供应。
Manages inventory of stock to ensure adequate supplies.
§ 检查客房、走廊，以发现需要维修及更换的家具或设备，并向客房部经理提出建议。
Inspects rooms, corridors to determine need for repairs or replacement of furniture or equipment, and makes recommendations to Housekeeping Manager.
§ 指引和协助负责清洁的员工的工作。
Directs and assists in assigning work to cleaning associates.
§ 检查客房、走廊，以保证这些地方的干净、整洁。
Inspects guest rooms, corridors for cleanliness and orderliness.
§ 检查所有重要客人和长住客人的房间。
Inspects all VIP and long-stay guest rooms.
§ 在贵宾到达前完成清扫工作。
Performs pre-setup for VIP arrivals.
§ 根据酒店花束摆放需求联系花匠。
Liaises closely with Florists regarding floral arrangement in the Hotel.
§ 申领客房用品、家具及设备。
Submits requisitions for room supplies, furniture, and equipment.
§ 处理客人关于客房部服务或设备的投诉。
Handles guest complaints regarding Housekeeping service or equipment.
§ 对客房进行最后的检查并迅速、准确地向客房部宾客服务员及/或前厅部员工发出房态报告。
Inspects guest rooms and submits prompt and accurate room status reports to Housekeeping Guest Service Officer and/ or Front Office associates.
§ 发放、检查及控制所有清洁用品和设备。
Issues, inspects, and controls all cleaning products and equipment.
§ 确保按照部门运营手册的要求补充浴室用品。
Ensures bathroom supplies being replenished as per the Departmental Operations Manual requirements.
§ 报告所有遗失及损坏的酒店财产。
Reports missing and damaged Hotel property.
§ 根据酒店“失物招领”制度，报告并处理所有失物招领事项。
Reports and handles all Lost and Found items as per Hotel “Lost and Found” policy.
§ 保持恰当的记录并控制客房部日常运营及报告。
Maintains proper records and controls daily Housekeeping operations and reports.
§ 确保所有供应品、设备及储藏室的整洁。
Ensures the cleanliness of all supplies, equipment and storage rooms.
§ 根据酒店的政策和客房部的规定使用和管理钥匙。
Use and control Hotel keys according to Hotel policy and Housekeeping principle.
§ 为服务员分配任务和职责。
Assigns duties and responsibilities to Housekeeping Attendants.
§ 检查员工的工作完成情况。
Conducts checks on works done by Housekeeping Attendants.
§ 检查外包工作的进行情况。
Conducts checks on works carried out by Contractors.
§ 与承包商负责人协调并检查其工作。
Coordinates and inspects with Contractor’s Supervisor on work carried out by Contractors.
§ 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.
§ 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 LRA and ensures that the relevant changes are implemented.
§ 以协助和灵活态度与其他管理层员工密切合作，关注酒店的整体成功和客人满意度。
Works closely with other management associate in a supportive and flexible manner, focusing on the overall success of the Hotel and the satisfaction of Hotel guests.
§ 发扬“群策群力”的精神，确保客房部员工与其他部门在工作中相互支持、灵活变通。
Ensures Housekeeping associates are working in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
§ 遇到投诉或问题，如果不能立即找到解决的方法，则向客房部经理汇报。
Reports complaints or problems to Housekeeping Manager if no immediate solution can be found.
§ 确保每日运营的流畅。
Ensures daily operation runs smoothly.
§ 熟悉紧急事件处理程序。
Familiar with all Emergency Procedure.
§ 每日监控顾客满意度调查，定期与团队分享结果和客户评价。
Monitors Hysat on a daily basis and shares results and guest comments with the Team regularly.
人事
Personnel
§ 监督服务员的出勤和仪容仪表，确保员工穿着合体的制服，并保持高标准的个人酒店和部门的仪表卫生标准。
Ensures the punctuality and appearance of all Housekeeping Attendants, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the Hotel and department’s grooming standards.
§ 通过持续的反馈和月度例会协助部门培训员不断进步。
Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings.
§ 通过恰当的培训、指导和/或辅导，提高客房部员工的服务技巧和工作效率。
Develops the skills and effectiveness of all Housekeeping Attendants through the appropriate training.
§ 鼓励员工创新、变革，以及积极面对挑战，并对他们的贡献表示认可。
Encourages Housekeeping Attendants to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
§ 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.
§ 确保员工理解酒店的规章制度并遵照执行。
Ensures Housekeeping Attendants have a complete understanding of and adhere to associate rules and regulations.
§ 确保员工遵守酒店、公司和地方的法律法规及与消防、安全相关的规定。
Ensures Attendants follow all Hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
§ 确保员工根据运营手册规定进行工作。
Ensures the standards as stated in the Operations Manuel are maintained by Housekeeping Attendants.
其他
Other Duties
§ 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.
§ 保持高标准的个人形象和仪容仪表。
Ensures high standards of personal presentation and grooming.
§ 始终对个人行为负责， 并且积极展现酒店和凯悦的形象。
Exercises responsible behaviour at all times and positively representing the Hotel team and Hyatt.
§ 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 ，也许会有工作职责和任务的变动，包括调任至其他部门或区域。
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.