客房部经理 Housekeeping Manager

帮助做部门政策 &程序的详细操作手册发展和维护, 确定年度检讨正确地反映任何的变化，区分操作表现的程序和标准。
Assists with the development, maintenance and update of a detailedDepartment Operations Manual that reflects Policies & Procedures, workprocesses and standards of performance within the Rooms Division. Ensuresannual review to accurately reflect any changes.
帮助做年度房间商务计划的准备，确定完全酒店计划上的商务目的和职员提出的需要
Assists with the preparation of the annual Rooms Business Plan, ensuringDepartmental Objectives fully address business objectives of the Hotel andneeds of employees.
帮助房务总监准备和更新正常的预算，确定目标被达到，而且费用有效地被控制。
Assists with the preparation and regular update of the HousekeepingDepartmental budget in close cooperation with the Director of Rooms, ensuringtargets are met and costs are effectively controlled.
确保所有的房卡按照部门的程序发放和使用
To ensure proper key control according to procedure for all keys underthe responsibility of the Department.
复核部门排班情况，并根据实际运营需求确保充足的人员配置。
Reviews the departmental duty rosters and ensures adequate coverage ofoperations according to the business volume.
在高峰期以及周末节假日等繁忙时段安排自己值班，避免安排“固定休息日”。
Arranges own self on duty in high peak periods such as weekends, publicholidays and avoids “fixed days off” rosters.
每日核查宾客在Medallia以及其他OTA平台（包括但不局限于携程，猫途鹰以及安可达等）的入住体验反馈。分析正面以及负面评价，制定相关行动计划以期提升客评分数。
Reviews daily the customer feedback on Medallia, and all OTA includingbut not limited to: Ctrip, Tripadvisor, Agoda… Analyses the positive vsnegative feedback and scores and develops the respective action plans forimprovement.
教授和支持员工去理解“授权”这个文化，并适当授权给员工，让他们能够更主动的去处理客人的反馈，要求以及投诉，来达到一站式服务的目的，而不需要等待主管授权才能够解决相应问题。
Teaches and supports the culture of EMPOWERMENT, and empowers all thestaff to take the ownership over guest requests and complaints to provide “OneStop Service” without the need for supervisors approval for problem solution.
负责处理客人的投诉，为所有与客房部有关的投诉提供问题解决方案和服务补救。对副理进行投诉处理方面的培训，并向酒店管理层报告所有相关事件。
Takes ownership over the guest complaints, handles the problems byproviding problem solutions and service recovery for all complaints occurredrelating to Housekeeping Departments. Trains the Assistant Manager levels andbelow on complaint handling, and reports all incidents to the hotel management.
确保客房部被有效率地管理，建立财务报表、遵守公司和酒店的政策 & 程序和最小量标准。
Ensures the Housekeeping Department is managed efficiently according tothe established concept statements and adheres to Company and Hotel’s Policies& Procedures and Minimum Standards.
积极地检查和跟进房间标准和服务
Actively checks and follows up on service and room standards
与客房部副理和客房部主管一起，对客房进行经常性和彻底的检查，确保达到酒店标准并保持高标准的清洁工作。
Conducts frequent and thorough inspections of guest rooms together withthe Housekeeping Assistant Manager and HSKP Supervisors, ensuring that standardsare met and high standard of cleanliness are maintained.
确保所有重要客人的房间、特殊要求的房间、长住客人的房间在客人入住前被检查达到酒店的标准
Ensures all daily VIP rooms, special request rooms, long stay guestrooms for arrivals are checked and in line with the standard set-up by theHotel.
确保没有维修和脏的房间被卖给客人
Ensures no defect or dirty room is sold to the guest.
密切地配合前台和工程部的工作，确保把房间有维修的封起来。
Works closely with Front Office and Engineering departments to ensurethat rooms are blocked accordingly for maintenance.
推荐使用现代化的设备、清洁方法为客人提拱服务。
Makes recommendation to management for modernisation of equipment,cleaning methods and the set-ups of guest supplies.
确定部门提供的服务总是被实行用如部门别的操作手册而且总是符合所详述的效率、一致性和礼貌定义标准
Ensures services provided by the Department are always available and arealways carried out to defined standard with the utmost efficiency, consistencyand courtesy as detailed in the Departmental Operations Manual.
每天检查出故障的房间和暂时无法正常使用的房间，并与工程部保持联系，以确保这类房间的数量保持在最低限度。任何重要的房间缺陷都要报告给DOO或总经理。每日记录要保存并归档。
Check and inspects Out of Order and Out ofService Rooms on daily basis, and follows up with Engineering to ensure thesekinds of rooms are kept to the minimum. Any major room defects need to bereported to DOO or GM. Daily record to be kept and filed.
通过在整个部门内建立灵活的员工数，实施高效的薪资管理/资源分配。这将依据一个灵活的员工基数（全职员工及临时工）、多技能及多任务的原则。
Exercises efficient Payroll Management/ Resources allocation through theestablishment of a flexible workforce throughout the Department. This will bebased on the principles of a flexible employee base (Full Time & Part Timeemployees), multi-skilling and multi-tasking.
经常检讨" 从系统取出工作 " 的程序和透过工作程序的流成线型寻求所有职员的生产力水平进步。
Reviews and constantly seeks productivity level improvements of allemployees through the process of “taking work out of the system” (whenappropriate) and through streamlining of work process.
焦点注意改良生产力水平和需要审慎地处理实效/ 薪资帐册在可接受的指导方针里面花费, 确定最适宜的配置和所有设备的能源效率。
Focuses attention on improving productivity levels and the need toprudently manage utility/ payroll costs within acceptable guidelines, ensuringoptimum deployment and energy efficiency of all equipment.
确保新的技术和设备能确实提高生产率
Ensures new technology & equipment are embraced to improveproductivity.
录用, 选择, 激励和发展客房员工并跟进工作运作、财务、以及管理的哲学，使他们成为多功能及多任务的原则。
Recruits, selects, motivates and develops Housekeeping employees to workfollowing the operational, financial, administrative philosophies and willingto become multi-skilled and perform multi tasks.
根据凯悦的设计标准及国际凯悦洗衣部运营手册的要求，带领下属保证生产力满足所定的标准。
Through hands-on management, supervises closely all Housekeepingemployees 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 andresourceful employees, nurturing and developing them whilst ensuring standardsof operation 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 thecompany and works closely with the Training Manager in developing a team ofactive Departmental Trainers.
确保所有经理和领班参与培训及员工的提升
Ensuring that all Managers and Team Leaders take an active role in thetraining and development of employees.
发展和帮助培训活动并把重心集中在提高技能和专业知识
Develops and assists with training activities focused on improvingskills 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 Rules &Regulations, and that behaviour complies.
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 productknowledge, current promotion, policy changes and appropriate internalcommunication.
关注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 feedbackand development.
进行年度表现评估，提供诚实而适合的反馈。
Conducts annual Performance Development, providing honest andappropriate feedback.
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 alllevels 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 alltimes.
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 inthe Employee Handbook and the hotel’s policies concerning fire, hygiene andhealth & 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-beingof 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 workingrelationships.
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 Hyatt 国际的精神。
Exercises responsible management and behaviour at all times andpositively 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 secondaryduties 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 workingschedules are completed punctually and followed up.
审核和调整所有费用的采购订单(客用品，运营设备和其他费用)，以确保它们符合运营的需要，并建立必要的库存量，以确保运营的顺利进行。
Reviews and adjusts purchasing orders of all expenses (guest supplies,operational equipment, and other expenses) to ensure they adhere to theoperational needs and sets up the necessary par level to ensures smoothoperations.
定期检查客房部储藏室和杂物室，确保它们按照标准妥善储存，并保持整齐有序。
Regularly inspects Housekeeping storerooms and pantries to ensure theyare properly stocked according to the standard and that they are kept inorganized order
§检查和监督客房部的破损，并采取纠正措施将破损率降至最低。
Reviews and monitors Housekeeping breakage and loss, and takescorrective action to keep the breakage to the minimum.