Housekeeping Manager 客房部经理

1. Provides inspirational leadership, clear vision and direction to team members to ensure delivery of the Capella brand, values and vision, to create an amazing experience for our guests and team members.
为团队成员提供富有感召力的领导力、清晰的愿景与工作方向，践行嘉佩乐品牌理念、价值观与发展愿景，为宾客及员工打造卓越体验。
2. Overseeing the daily operation of the Housekeeping department and ensures that hotel’s policies, departmental standards are strictly adhered to.
统筹客房部日常运营工作，确保严格遵守酒店各项规章制度及部门服务标准。
3. Support the Front Office department in ensuring room readiness and quality guest room servicing.
配合前厅部，保障客房就绪状态，提供高品质客房服务。
4. Maintains the highest standard of cleanliness and condition for guestrooms, public space and back of the house areas.
维持客房、公共区域及后勤清洁标准与设施完好状态。
5. Initiates and maintains an effective inspection program including guest rooms, public and back of house areas.
制定并落实高效的巡检制度，覆盖客房、公共区域及后勤区域。
6. Cooperate with Engineering to ensure quality and consistency of the preventive maintenance program.
与工程部协作，保障预防性维护工作的质量与稳定性。
7. Maintains strong working relationships with other departments to ensure effective communications for operational issues, serves as a role model for inter-departmental collaboration and support.
与其他部门保持良好协作关系，确保运营事务高效沟通；以身作则，推动跨部门协作与互助。
8. Inspiring and empowering team to provide extraordinary engaging service to all guests.
激励并赋能团队，为所有宾客提供贴心优质的非凡服务。
9. Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement. Leads and implements initiatives for guests engagement and high performing standards of the team.
将宾客满意度纳入部门例会重点，聚焦持续优化；牵头落地宾客关怀举措，打造团队高标准服务能力。
10. Be an exemplary role model in inspiriting team members through strong demonstration of the Capella Culture and Service Philosophy.
深度践行嘉佩乐企业文化与服务理念，以身作则，激励团队成员。
11. Build and maintain strong guest relationships by periodically checking in on their stay experiences, gathering feedbacks to improve on operation and service experience.
定期回访宾客入住体验，收集意见反馈以优化运营与服务，建立并维护良好的宾客关系。
12. Ensuring that all complaints are handled with utmost professionalism and proper follow-ups are done in a timely manner.
以高度专业的方式处理所有宾客投诉，并及时做好后续跟进工作。
13. Assists with operational budgets, payroll progress report, inventory costs control to ensure efficient expenditure planning and financial forecast without compromising on quality.
完成运营预算、薪资进度报表、库存成本管控等工作，在不降低服务品质的前提下，实现高效支出规划与财务预判。
14. Monitors and supervises the general inventory taking of departmental operating equipment, supplies materials, linens and uniforms.
监督部门运营设备、物资耗材、布草及工服的整体盘点工作。
15. Build and maintain good rapport and cooperation with external laundry contractor to assure a smooth flow linen for operation.
与外部布草洗涤服务商建立并维系良好合作关系，保障布草正常供应流转。
16. Coordinate with Training Manager in implementing periodical Standard Operating Procedure and Audit testing and training.
协同培训经理，开展周期性标准作业流程、审计考核及相关培训工作。
17. Effectively communicate the importance of Forbes and LQA standards with team members to ensure best audit performance.
向团队成员强调福布斯、LQA 质量评审标准的重要性，确保酒店在各项评审中取得优异成绩。
18. Keep informed of VIP and special attention guests reservations and ensure that the preferences are well communicated within the team.
及时掌握贵宾及重点关注宾客的预订信息，确保宾客偏好需求在团队内部有效传达。
19. Foster positive working environment for all colleagues by performing periodical check-in with team members to ensure satisfaction, maintain strong working relationship with one another and keep an open-door policy.
定期与团队成员沟通，营造积极正向的工作氛围，保障员工满意度；维系良好同事关系，推行开放式沟通管理模式。
20. Delegate and empower team members to take responsibility in personalizing services to exceed guests’ expectations.
合理授权团队成员，鼓励员工提供个性化服务，超越宾客期待。
21. Plan and rosters according to business level to optimize resources. Perform administrative tasks such as medical and annual leave approvals.
根据业务量合理规划排班，优化人力配置；负责病假、年假审批等行政事务。
22. Monitor and conduct performance review for department managers and provide timely feedback for improvements and praises as due.
监督并开展部门管理人员绩效考核，及时给予改进指导与表彰激励。
23. Assists in recruitment activities such as interviewing new talents for the departments and succession planning.
协助开展招聘工作，包括人员面试、人才梯队及继任者规划。
24. Take ownership of individual’s growth and be involved in career progression and succession planning of team members.
关注员工个人成长，参与团队成员的职业发展规划与人才储备建设。
25. Maintain an image of professional senior management to all guests, team members and the hotel.
在宾客、员工及酒店整体层面，树立专业的高级管理人员形象。
26. Perform all duties with discretion, professionalism and a pleasant demeanor.
工作处事严谨审慎、专业得体，始终保持亲和友善的职业风貌。