Manage the Daily Housekeeping Department Operations
管理客房部日常的运营
· Lead the Housekeeping Department by developing and implementing departmental objectives in line with the hotel business objectives.
根据酒店的目标，带领客房部制定和实施部门目标。
· Supervise housekeeping operations such as cleaning and maintenance whilst ensuring compliance with all housekeeping policies, procedures, standards and satisfaction of guests’ needs.
监督清洁、维护等客房部日常运营，同时确保与部门制度、程序、标准和客人满意度相符。
· Inspect all responsible areas on regular basis and take corrective measures in order to meet brand standards in terms of cleanliness, maintenance and supply.
定期检查所有责任区域并采取改进措施，以达到品牌标准对清洁、维护和供应方面的要求。
· Participates in conducting weekly inspections and ensures physical facilities are kept in operational condition by full implementation of preventive maintenance programs and judicious planning and management of FF& E, as directed.
参与每周的视察确保各项设施的运行条件符合定期维护计划，并管理好固定资产。
· Coordinate housekeeping duties with various departments such as Front Desk, Engineering, Sales and Marketing and Food & Beverage to ensure that all guestrooms and public areas are clean and well maintained in a timely and efficient manner.
与前台、工程、市场销售和餐饮部协调日常工作，确保所有客房和公共区域都能及时有效地保持清洁和维护。
· Manage operating equipment inventory such as linen inventory, guest supplies and cleaning supplies, and order supplies as necessary to meet quality standards and hotel business needs.
管理布草、客用品及清洁品在内等运营物资的库存及使用，及时进行适当采购，以确保达到质量标准和运营需求。
· Coordinate and review contracts, including plants rental, window cleaning, public area cleaning, marble manganese, pest control, room cleaning, flowers and decoration, outsource laundry, and ensure compliance by both parties.
整理并审核包括绿植租摆、外窗清洁、公区清洁、理石保养、虫控消杀、客房清洁、花卉装饰及布草外洗在内的所有合同，确保供需双方达成一致。
· Participate in all refurbish and renovation projects planning, execution and final set up including defect lists.
参与包括缺陷清单在内的所有翻新和改造项目的计划、执行和最终确认。
· Make recommendations to management on equipment, work methods, supplies and decorations.
给予有关设备、工作方法、运营品及装饰的合理建议。
· Keep abreast of all new equipment and cleaning products and evaluate their quality, maintain knowledge of local competition and housekeeping industry trends.
熟悉新设备和清洁产品，对其质量进行评估，了解当地竞争情况和行业趋势。
· Participate in the planning of hotel decoration for special functions and festive seasons and organize the necessary actions.
参与并安排酒店为特殊活动和节日而进行的装饰。
· Manage the performance of the outsourced florist to meet high quality standards and business needs.
管理外包花房的表现，以达到质量标准和经营需求。
· Adheres to and promotes the health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures.
坚持并推行健康与安全政策，以确保安全的工作环境；同时确保所有同事都熟悉了解安全及紧急程序。
· Verifies that all information requested by the local police authorities are adhered to and prepared accurately.
确保由当地执法部门所要求的全部事项都被严格遵守并实行。
· Maintains ‘Safe Food & Hygiene Standards’ are implemented within Housekeeping at 100%.
确保《食品安全与卫生标准》被百分之百的执行。
· Maintains information security standards compliance of Housekeeping at 100%.
确保所有信息安全标准都被百分之百的执行。
· Perform other related duties & special projects as assigned by the supervisor.
随时执行上级分配的其他相关任务或特殊项目。
· The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.
如有必要，该部门有权更改或补充该职位描述。
Provide Guest’ Experiences that Exceed Guests’ Expectations
为客人带来超越期待的入住体验
· Sets short term and long term measurable objectives to continually improve service levels.
为部门设置时效性不同的、可衡量的标准，以达到提升服务水准的目的。
· Leads the Housekeeping team to personalize the guest stay experience.
带领客房部团队为客人提供个性化的入住体验。
· Collects guests’ preferences and submit to Front Office, and ensure the needs and preferences will be met during current stay and future stays.
收集客人喜好并通知前厅部记录留档，并确保这些需求和喜好在客人本次及将来入住时会被一直满足。
· Systematic guest recognition program to ensure guests and particularly those of known repeat guests and other VIPs receive special attention.
系统化宾客认知流程以确保对宾客尤其是对常客的认知度，同时保证贵宾得到特殊关注。
· Liaison between Housekeeping departments and rest of hotel effective for guest experience.
在客房部与酒店其他部门之间有效的沟通来提高宾客体验。
· Insures housekeeping personnel are familiar with in-house facilities for the purpose of assisting guests.
确保部门人员熟悉使用客房室内设施以便帮助客人。
· Full utilization of hotel systems to embrace guest experience.
充分利用各类酒店管理系统以提高宾客体验。
· Accuracy in link of reservations requirement to room allocation/guest needs.
根据预订信息准确地为客人安排房间及满足合理需求。
· Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of talent empowerment.
寻求客人满意度反馈，并根据我们的使命宣言和人才赋权的理念来解决问题。
· Provide a level of safety and security for all guests and visitors.
为所有客人和访客提供安全保障。
· Focuses on the stay experience for LCAH members.
致力于提升雅高乐雅会会员的入住体验。
Management and Leadership of the Housekeeping Team
管理和领导客房团队
· Select, train, develop, schedule and manage the performance of direct and indirect subordinates to ensure the efficient running of housekeeping operations.
选择、培训、发展、安排和管理直接和间接下属的绩效表现，以确保客房部的有效运营。
· Creates an environment that allows colleagues to achieve job fulfillment and provides a path for career development with Fairmont Brand. Develops strong teams through active involvement in the operations and through the development and support of a continually evolving team.
为所有同事创造出一个可以完成工作任务并在品牌内得到提升与发展的工作环境。通过积极参与运营以及对同事的支持与发展来建立一个持续进步的团队。
· Provides guidance and motivation to the Housekeeping Team. Establishes and communicates on a daily basis with the Housekeeping Team. A strong commitment to colleague satisfaction.
指引并激励客房部团队，与团队建立实时的沟通，并且对人才满意度负责。
· Conduct and chair regular operational meetings to review, monitor, adjust and upgrade the performance of the Department as a whole, explaining new directions and policies and procedures at the same time.
召开并主持定期部门例会，并就部门整体工作做出回顾、管控、修改以提高工作成果，同时在例会上解释新的政策和方向。
· Supports the Housekeeping team to be consistent in service, use a collaborative, enabling leadership style, have regular team meeting.
通过协作与授权相结合的领导方式，与定期召开部门会议的方法相结合，确保客房部保持始终如一的服务质量。
· Controls the duty roster for sub departments guaranteeing quality as well as considering the highest personnel cost efficiency.
在保证服务质量的同时，通过对各分部门排班的管控以达到效率最大化的目的。
· Recruit, induct and train a Housekeeping team who are competent and confident to exceed guest expectations.
招聘、任命和培训出一个可胜任且有信心超越客人期待的客房部团队。
· Use the performance review process on regular basis to identify and develop talent for growth management performance issues, using coaching styles.
以辅导的方式和定期绩效评估相结合，以达到认知和发展人才的目的。
· Identifies training needs, approve training plan of all Housekeeping sub-departments and follow-up to ensure compliance and efficiency of training activities.
确认培训需求，批准各分部门的培训计划，并跟踪培训进展以及确认培训效果。
· Prepares the annual budget and manning guide and manage the Housekeeping Department within budgetary guidelines.
根据预算指导准备客房部年度收入/费用及人员预算。
· Drafts and evaluate work flows to improve and optimize organization.
对工作流程进行制定和评估以达到优化提升的目的。
· Ensures clear communication within departments.
确保部门内的沟通顺畅。
· Carry out disciplinary actions in line with hotel procedures.
按照酒店规章制度对不合适的行为采取相应措施。
Involvement as a Member of the Housekeeping Leadership Team
参与酒店管理
· Involvement in budget preparations and responsible for profit & loss.
参与预算的制订，并对部门损益负责。
· Management and responsible for FF&E budgeting, inventory and preservation.
对酒店固定资产预算、盘点和保养进行管理并负责。
· Oversee all labor cost controls within budget limits and occupancy variances to maximize productivity.
通过监督管控人工成本与入住率之间的差异来最大化劳动生产率。
· Initiate action to correct a hazardous situation and notify ERT of potential dangers.
在发现安全隐患时采取行动并通知危机处置团队。
· Informs other departments of housekeeping matters, which concern them, notably the Front Office to ensure accurate room status, in addition to communicating with engineering. Conducts and participates in monthly communication meetings.
向各部门传达涉及客房部的事务，尤其是与前台沟通确认房态准确性，以及与工程部保持密切联系。组织并参与月度沟通会议。
· Involvement in settle guest concerns/complaints toward to Housekeeping operation whenever is required.
随时参与解决客人针对客房部运营的反馈或投诉。
· Participate in hotel’s Manager on Duty program.
参与酒店的行政值班。
· Deputizes for the Director of Rooms when required.
在需要时代理履行房务总监的职责。
Main Complexity/Critical Issues In The Job主要复杂/关键工作事项
· Cleanliness and presence of guestrooms and public area.
确保客房及所有公共区域的清洁和状态。
· Accuracy in labor and cost control
确保人工成本及费用成本。
· Management of equipment proper use and maintenance.
确保设备的正确使用和保养。
· Management of hygiene policy.
保证卫生安全。
· Ensure wherever possible that colleagues are provided with a work place free of discrimination, harassment and victimization.
确保提供给同事们一个没有歧视、骚扰和危险的工作环境。
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