SCOPE工作范围
To assist the executive housekeeper in overall housekeeping tasks, to maintain hotel premises
in immaculate condition, to lead by example, to promote a positive atmosphere all over the
hotel, to assist other department when and as required, to train, counsel and evaluate
housekeeping staff.
协助行政管家的运作任务，保持酒店的完美无瑕的工作环境，以身作则，推动积极的工
作氛围，协助并配合其他部门需要，根据需要培训和督导客房部员工。
OVERALLOBJECTIVES 整体目标
Responsible for maintaining 90% scoring for KEA inspections.
负责部门在 KEA 检查中获得 90%分以上的成绩
Ensure the GRI result achieves 96.5% and GSS result achieves 5.55.
负责 GRI的结果达到 96.5%且 GSS 的结果达到 5.55
KEES (Kempinski Employee Engagement Survey) results are 4.65 and above.
KEES(员工敬业度调查)分数不低于 4.65
MAIN RESPONSIBILITIES 主要职责
Monitor Housekeeping team to ensure all guests and internal customers receive prompt
and courteous service.
监控并确保所有客房部员工为客人提供周到礼貌的服务。
Inspect guest and public areas on a regular basis to ensure that the furnishings, facilities.
and equipment are clean and in good repair.
定期检查客房和公共区域，以确保家具、设施和设备清洁维修良好。
Manage general cleaning schedules.
制定和监督执行酒店各区域的大清洁计划。
Put forward the overall furniture maintenance plan to ensure the good use of equipment
and facilities.
提出总的家具维保计划，确保设备设施的良好使用。
Keep other departments informed of room operations, especially laundry, engineering
front desk and food & Beverage, maintain open lines of communication and maintain
good communication with the executive butler.
让其他部门了解相关客房运作事务，特别是洗衣房、工程部、前台和餐饮部，保持
良好的开放的沟通渠道，与行政管家保持良好沟通。
Conduct regular department meetings.
定期进行部门会议。
Ensure the highest standards of cleaning and maintenance, and control of the cost of room
supplies.
确保最高标准的清洁维护，良好的控制客房用品的成本。
Supervise outside contractors to ensure contractual compliance.
监督外部承包商，确保合同的完整规范。
Control management procedures to ensure the health and safety of guests and employees
such as lost and found services. critical control of safety and emergency procedures and
environmental processes.
控制管理程序，保障客人和员工的健康和安全，比如失物招领服务、关键控制安全
与应急程序和环境的过程。
Maintain proper standards of dress, hygiene, uniform, grooming and conduct.
保持规范的着装标准、卫生、制服、仪容仪表及行为举止。
Pay attention to guests, meet their needs in a timely manner, and exceed their
expectations.
关注客人，及时满足客人的需求，超越客人的期望。
Maintain a high level of literacy and knowledge, so that guests have a good stay
experience.
保持高的素养及知识水平，让客人有一个良好的入住体验。
Taking appropriate action to resolve guest complaints.
采取适当的行动来解决客人的投诉。
Assist the Executive Housekeeper to manage and achieve the department budget.
帮助行政管家管理和实现部门的预算。
Draft and manage the department's effective and measurable cost control budget within
the financial data of the hotel budget.
在酒店预算的财务数据范围内，起草并管理部门有效的、可衡量的成本控制预算。
Continuously implement innovative practices according to the dynamics of the
jurisdiction.
根据管辖区域的动态，不断执行创新实践。
Develop annual maintenance plan and communicate with colleagues and staff in
responsible area.
制定客房年度保养计划并与负责的区域的同事及员工交流、传达。
Combine the company's human resource management system to ensure the efficient
performance of department employees.
结合公司的人力资源管理系统，确保部门员工的高效性能。
Prepare induction training for new employees.
准备新员工的入职培训。
Maintain and monitor the implementation of comprehensive, current and centralized
departmental standards and procedures.
保持全面的、当前和集中地部门标准和程序并监督实施。
Settle danger situation and inform potential danger.
采取行动排除危险情况，并及时通知危险隐患。
Carry out all the process of safety emergency.
执行酒店安全紧急情况政策及程序。
Ensure the back area is as clean, safe and hygiene as the front area.
保证酒店后场区域与前场区域保持同样干净、安全、卫生。
Keep analysis,evaluate. improve self-behaviour.
不断分析、评估、改进个人工作表现。
Comply with code of conduct.
遵守道德行为规范。
Comply with Staff Handbook and related policies.
遵守《员工手册》的相关规定。
Additional responsibilities and tasks can be added at any time according to the needs of the
business and of the hotel.
根据酒店及业务需要，可随时增加额外工作职责和任务。
