job overview职位概述
· Clean guest rooms and/orsuites in a timely and thorough manner to ensure total guest satisfaction.
及时清洁客房和套房,确保宾客满意度。
At Holiday Inn we want our guests to relax and bethemselves which means we need you to:
· Be youby being natural, professional and personable in the way you are with people
· Getready by taking notice and using your knowledge so that you are prepared foranything
· Showyou care by being thoughtful in the way you welcome and connect with guests
· Takeaction by showing initiative, taking ownership and going the extra mile
在假日酒店®,我们希望宾客能尽情放松、做回自己,这意味着我们的团队成员要做到:
· 展现真我:在与他人接触时真实自然、形象专业、积极乐观
· 时刻准备:注意观察周围的事物,运用自己的知识,做好应对任何事情的准备
· 体现关爱:对宾客关切周到、热诚欢迎并与他们心意相通
· 积极行动:积极主动、尽职尽责并且要多做一步
Duties and Responsibilities工作职责
l Cleans andmaintains guest rooms, guest corridors, linen rooms and cupboards according toset standards and procedures
按照既定标准和工作程序,对客房、走廊、布草房和餐具柜进行清洁。
l Replenishesguest supplies
补充客用品。
l Ensures guestservices specified by superiors and guests requests are promptly andcourteously met
及时、礼貌的完成上级指定的对客服务并满足客人的要求。
l Reports damageor malfunction in hotel rooms to superior
向上级汇报酒店客房内的损坏或故障情况。
l Maintainsequipment in proper state of cleanliness and repair
保证设备的清洁和修缮。
l Maintains asection room report
完成区域客房报告。
l Maintains adaily room checklist
完成每日客房检查工作单。
l Meets withsuperior and takes on daily assigned tasks
与上级会面并承担每日分配的任务。
l Reports andsubmits lost and found articles to superior immediately
及时向上级汇报和上交与客人遗失物品。
l Report guestcomplaints to superior immediately
及时向上级汇报客人的投诉。
l Reports unusualbehavior/activities on floors to supervisor
向上级汇报楼层里的反常行为和活动。
l Records roomstatus in allocated section accurately
准确记录在划定的区域内的房间情况。
l Complies withhotel’s health, safety and hygiene policy
遵守酒店的健康、安全和卫生政策。
l Adheres topersonal grooming and hygiene standards
保持个人仪容和卫生标准。
l Attends meetingsand training sessions as required
按要求参加会议和培训活动。
l Creates andmaintains floral arrangements
制作并保持插花。
l Carry out valetservices when required including delivery of linen or processing laundry orders
如有需求则完成贴身管家服务,包括派送布草或处理洗衣预订等。
l Completeother tasks assigned by Superior.
完成上级领导分配的其他工作任务。
l Complete 15 superior rooms per shift.
每个班次完成15间高级间的清扫工作量。
aCCOUNTABILITY责任范围
Number of employees supervised –
管理的员工
Direct N.A.
直接 无
Indirect N.A.
间接 无
Annual Operating Profit/Payroll Budget –
年度经营利润和薪金预算
· N.A.
无
Key Metrics –
主要绩效指标
· N.A.
无
Decision Making Responsibilities (DecisionRights) –
决策职责(决策权)﹣
· Within the authority as assigned for Hotel Band 9role
酒店职位9级所拥有职权范围
QUALIFICATIONS AND REQUIREMENTS任职要求
Required Skills –
技能要求
· Communication skills are utilized a significantamount of time when interacting with others; demonstrated ability to interactwith customers, employees and third parties that reflects highly on the hotel,the brand and the Company.
拥有在与他人交往时大多数时间所使用的沟通技能;完全代表酒店,品牌和公司与顾客,员工和第三方交往的能力。
Qualifications –
学历
· Primary Education or equivalent
小学或相当程度
Experience –
经验
· Some housekeeping experience.
拥有一些客房工作经验
Primary Responsibilities主要职责
To have a complete understanding of and adhere to the hotel's policy relating to fire, hygiene, health and safety.
To supervise Room Attendant and inspect guest rooms and surround service areas. Paying attention to details by keeping the international standard of room cleanliness and product maintenance adhering to standard required by our hotel.
To check all the guest rooms, VIP in-house, VIP arrival and long staying guests.
To prepare daily work sheet for room Attendants.
To perform secondary duties as assigned by the Executive Housekeeper. And Assistant Executive Housekeeper.
Record daily events in the logbook and follow up on previous information reported by outgoing supervisor daily.
o assist in the inventory of guestroom linen.
Prepares supervisor’s report, accomplishes requisition from and maintenance work orders.
Collects R.A.’s reports for submission to Housekeeping office.
Reports and turns over any items left by guests to Lost & Found in-charge.
对酒店的规章制度、卫生、健康安全有明确的了解。
管理客房服务员并检查客房及服务区域的卫生,注意从酒店的全局出发并根据要求建立国际化的卫生标准。
检查所有客房,重要客人的房间以及重要客人的到达,以及常住客人的房间卫生。
准备客房服务员的每日工作表。
执行行政管家及行政副管家所分配的其它次要的任务。
记录日常事件并继续向下一班主管的做好交班。
协助客房布草的盘点。
准备主管报告,完成维护工作需求。
收集客房服务人才作报告并将其上交到办公室文员处。
提醒人才报告并上交任何客人的遗留的物品。
Knowledge and Experience知识和经验
Least 2 years working experience in Housekeeping floor section.
Have good communication skill.
Have similar position in international 5 star hotel.
Service oriented with an eye for details.
Ability to work effectively and contribute in a team.
至少2年的客房楼层工作经验。
良好的沟通技巧。
有国际5星级酒店相同的经验。
用心着眼于细节。
能有效工作并且对团队有贡献。