主要职责
Main Duties
营运
Operational
§ 对大堂、走廊、客房楼层和公共区域进行巡查。
Patrol lobby lounge, corridor, guest floor and public area.
§ 与管理层、客人和员工进行面谈并询问，调查侵害、妨害、投诉、偷窃、暴力行为等事故。
Talking with management, our guests, associates and ask them something to Investigates infringement, harmful, complain, stealing and aggro.
§ 对公共区域的防火区、不安全的区域、丢失和无效的安全设备进行巡查。
Patrol public fireproofing area, unsafely area, lost control or unsafely equipment.
§ 警告制造麻烦的人，并留意陌生的访客。
Warned someone who makes trouble, and make an attention to the stranger visitors.
§ 协助事故中受伤的人，并写事故报告。
Assist the person who was injured in an accident, and make an accident report.
§ 如发现可疑的访客，通知相关部门。
Inform correlative department immediately if found suspect visitor.
§ 在紧急情况下，协助对员工的管理和执行。
Assist to administer and manage our associates in emergency situation.
§ 对有嫌疑逃帐的客人，协助检查客人房间，确定嫌疑后，扣押客人的私人物品。
Assist to check the guest’s room who wants to go without paying, once it is true, detain his personal things.
§ 处理并记录安全控制数据。
Handle and record the safety control data.
§ 掌控并维护电子和电脑的遥控器。
Control and maintain electrical and computer remote.
§ 协助酒店客人和员工的营运、服务。
Assist customer and associates operation, service.
§ 确保所有的消防安全设备始终在指定的地方并且可以使用。
Ensure all fire equipment is available used in pointing place all the time.
§ 确保所有消防通道出口出没有堵塞物。
Ensure no anything materials blocking the fire passage.
§ 确保大堂里客人行李的安全。
Ensure guests luggage safety in lobby lounge.
§ 指引抵店客人到办理入住登记的地方，同时为客人提行李。
Directs incoming guests to the check in area whilst offering to handle any luggage the guest happens to be carrying.
§ 指引客人及来访者到任何酒店的设施。
Directs guests and visitors to any of the Hotel’s facilities.
§ 根据上级或前台的安排为客人运送行李。
Transports guest’s luggage according manager or front office request.
§ 如有机会，客人上下车时为客人开、关车门。
Opens and closes car doors for guests whenever the opportunity arises.
§ 为离店及抵达的客人装、卸行李。
Loads and unloads guest’s luggage for arriving and departing guests.
§ 为客人呼叫出租车并解答问询。
Hails taxi/ cabs and answers inquiries.
§ 协助阻止车辆在行车道上乱停乱放。
Assists in preventing unauthorized parking in driveway.
§ 确保入口处没有不受欢迎和未经许可的人员。
Assists in prevent entrance of unauthorised or undesirable persons.
§ 协助阻止闲散人员和不受欢迎的人随意进入酒店。
Assists in prevent undesirable persons and unwelcome people to enter hotel by themselves.
§ 通过对人员进出的掌控，确保大堂的安全。
Ensure safety lobby by control person who arrive / leave hotel.
§ 指挥酒店车道的交通。
Establishes efficient traffic control at the Hotel driveway.
§ 遇到客人投诉或问题，如果不能立即解决，则向领班/副理汇报。
When meet guests complain or problems, reporting complaints or problems to team leader/ Assistant manager if no immediate solution can be found
§ 保证具有营销员的态度，并抓住酒店内的一切销售机会。
Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel.
§ 确保对酒店和当地的产品高度了解。
Ensures a high level of product knowledge of hotel and local area.
§ 确保提供高水平并持续的客户服务。
Ensures provide excellent service and durative customer service.
§ 确保对酒店服务的完全了解。
Ensures have a complete understanding of guest service.
§ 阅读所有与保安部有关的通知。
Reads all memos concerning Security.
总则
General
§ 按要求出席所有会议并作出贡献。
Attends and contributes to all Meetings as required.
§ 始终提供礼貌和专业的服务。
Provides courteous and professional service at all times.
§ 根据安排参加酒店培训课程，以提高工作技能和知识。
In order to improve skill and knowledge, participate all hotel/department training as required
§ 礼貌而高效的处理客人和员工询问，对不能立即解决的投诉和问题进行汇报，并及时回馈和跟进。
Handles guest and associate enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst providing feedback for a prompt follow up.
§ 了解关于员工及行业关系的法律、法规，理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 associate and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Associate Handbook and the Hotel’s policies concerning fire, hygiene and health & safety.
§ 确保高标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.
§ 始终展现负责的管理和行为，并以积极的形象代表酒店管理团队和凯悦酒店集团。
Exercises responsible management and behaviour at all times and positively representing the Hotel Management Team and Hyatt Hotels Corporation.
§ 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。
According to Hotel, industry and company’s guideline, to response, change and implement any reasonable and additional tasks.
