客房部领班 Team Leader - Housekeeping

遇到投诉或问题，如果不能立即找到解决问题的方法时，则向副理汇报。
Reports complaints or problems to Assistant Manager if no immediate solution can be found.
确保具有营销员的态度并在酒店内随时发现销售的机会。
Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel.
确保具有高水平的酒店产品知识，以便在机会出现时，宣传/销售餐厅产品及其它设施/活动。
Ensures a high level of product knowledge of hotel in order to promote/ upselling F&B outlets and other facilities/ programmes whenever opportunities arise.
确保持续高水平的宾客服务。
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.
遵守酒店有关客房部的政策及程序。
Complies with the Hotel’s Policies & Procedures relating to Housekeeping.
遵守房务部定立的系统及程序。
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、餐厅及大堂，以发现须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, restaurants and lobbies 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任务。
Directs and assists in assigning work to cleaning personnel.
检查客房、走廊、楼梯间、服务区域及其它公共区域，以保证这些地方的干净、整洁。
Inspects guest rooms, corridors, staircases, service areas and other public areas for cleanliness and orderliness.
报告给工程部所有要维修和维护的项目。
Reports to Engineering Department all items and fixtures requiring maintenance or repair.
检查所有重要客人和长住客人的房间。
Inspects all VIP and long-stay guest rooms.
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、准确地向客房部文员及/或前台员工发出房态报告。
Inspects guest rooms and submits prompt and accurate room status reports to housekeeping coordinator and/ or Front Office employees.
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.
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 & 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控制钥匙。
Use and control hotel keys according to hotel policy and Housekeeping principle.
 
人员管理
People Management
 
协助招募、选择、主动和发展职员，在能操作、财务、以及管理的哲学之后再工作且确定职员是多熟练的及工作任务。
Assists with the recruitment, selection, motivation and development of Housekeeping employees to work following the operational, financial, administrative philosophies and ensuring employees are multi-skilled and perform multi tasks.
通过参与管理，对所有客房部服务员进行紧密督导，使他们的表现符合政策、程序及有关法律。
Through hands-on management, supervises closely all Housekeeping employees in the performance of their duties in accordance with Policies & Procedures and applicable laws.
适当地分配职责和责任，以使员工掌握技能并获得资源；在确保保持运营及安全标准的同时，关心并发展员工。
Delegates appropriately duties and responsibilities to equipped and resourceful employees, nurturing and developing them whilst ensuring standards of operations and safety are maintained.
和培训部经理发展一队活跃的部门培训师，密切地支持培训部的培训。
Instils and supports the Training initiatives and philosophies of the company and works closely with the Training Manager in developing a team of active Departmental Trainers.
参与培训角色并发展员工。
Takes an active role in the training and development of employees.
发展和帮助培训并把重心集中在提高技能和专业知识。
Develops and assists with training activities focused on improving skills and knowledge.
确保员工完全理解酒店的规章制度并遵照执行。
Ensures employees have a complete understanding of the Rules & Regulations, and that behaviour complies.
监控员工士气并对工作表现及发展提供反馈。
Monitors employee morale and provides mechanism for performance feedback and development.
进行年度表现评估，提供诚实及适合的反馈。
Conducts annual Performance Development, providing honest and appropriate feedback.
将指导原则及核心价值高效沟通给所有层级的员工。
Effectively communicates guiding principles and core values to all levels of employees.
每日给予职员简短的工作分配及告知每日特别的事件和指导。
Conducts short, daily briefings to hand out assign­ments and to keep employees informed of special events and instructions.
确保所有的职员掌握酒店产品知识、最新的晋级、政策变化和适当的内部沟通。
Ensures all employees maintain an up-to-date awareness of hotel product knowledge, current promotion, policy changes and appropriate internal communication.
确定所有的职员掌握客人的隐私并全力保护。
Ensures all employees manifest and protect guests’ privacy with effort.
 
 
总则
General
 
将指导原则及核心价值高效传达给所有层级的员工。
Effectively communicates guiding principles and core values to all levels of employees.
参加所有有需要的会议。
Attends and contributes to all Meetings as required.
确保任何时间都提供礼貌且专业的服务。
Ensures all employees provide courteous and professional service at all times.
以礼貌、高效的方式处理客人及员工的要求，遇到投诉或问题，如果不能马上找到解决办法，则进行汇报，并给予迅速追踪。
Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solutions can be found.
从在职员和劳资关系的法令立法中了解并严格遵守员工手册中的规章制度，及酒店关于防火、卫生、健康和安全的制度。
Is knowledgeable in statutory legislation in employee and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Employee Handbook and the hotel’s policies concerning fire, hygiene and health & safety.
积极地参与福利、安全, 发展并提供忠告、商议及有效回应职员。
Is actively involved in the welfare, safety, development and well-being of employees providing advice, counselling, truthful and diplomatic feedback.
确保高水准的个人形象和仪容仪表。
Ensures high standards of personal presentation & grooming.
与客人和同事保持基于良好工作关系的接触。
Maintains positive guest and colleague interactions with good working relationships.
总是练习有责任的管理和行为且积极地表现酒店经营团队和凯悦国际的精神。
Exercises responsible management and behaviour at all times and positively representing the Hotel Management Team and Hyatt International.
根据酒店、行业和公司的指引，回应需求、改变，执行任何合理的任务及额外职责。
Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.
确保每日、每周、每月和特别的工作计划被准时地完成并追踪。
Ensures that all daily, weekly, monthly and special project working schedules are completed punctually and followed up.
确定所有的职员掌握客人的隐私并全力保护。
Ensures all employees practice the utmost protection of guests’ privacy and confidentiality.
灵活并接受在房务部内的部门及其它部门的轮换工作。
Be flexible and adapt to rotate within the different sub departments of the Rooms Division or any other Department.