皇冠岗位职责-资深客房服务员

1、- JOB DESCRIPTION岗位职责JOB TITLE: SENIOR ROOM ATTENDANT职位 资深客房服务员AREA/DEPARTMENT: ROOMS DIVISION/HOUSEKEEPING部门 房务部/管家部JOB BAND: 6LEVEL级别 六级REPORTS TO: FLOOR SUPERVISOR直接上级 楼层主管POSITIONS SUPERVISED: NIL下级 无JOB SCOPE:工作范围 Responsible for the rooms and corridors in good repair and cleaning, in line with

2、 hotel standards ,offer the serves of drinks, laundry, items borrowed, open beds and other services, responsible for the daily management activities in the floor.负责客房以及走廊处于良好的维修和清洁，符合酒店标准，为客人提供相应的酒水、洗衣、物品借用、开床等服务，并负责所在楼层的日常管理活动。TESTIMONIAL: I have read and received a copy of the description and full

3、y understand that violation of any of the stated responsibilities and duties is grounded for disciplinary action.证明：本人确认已阅读了本职责描述，并同意在工作职责描述中所规定的职责。 Signature:签名 Date:日期 . Key Responsibilities主要职责l To attend all meeting and trainings as required. 出席所有必需的会议和培训。l Ensures that he/she is familiarized wi

4、th in-house facilities for the purpose of assisting guests. 确保熟悉房间的设备设施以便帮助客人。l Maintains responsibility for master Keys in his/her possession. 妥善保管所负责的万能钥匙。l Maintains appropriate standards and discipline for dress, hygiene, uniform and appearance. 保持正确的着装，个人卫生，制服和外貌的标准和纪律。l Cleans all rooms, corri

5、dors and main station as assigned and deeps operating equipment well maintained items. 清洁所有的房间，走廊和所分配的区域卫生，维护使用工具。l Turns in all lost and found items. 上缴所有客人遗留物品。l Reports any assigned rooms that do not require service or D.N.D。. 报告所分配的房间中不需要服务或有请勿打扰标志的房间。l Reports to the office of any malfunction r

6、oom equipment 向客房中心报告房间设备维修。l Performs extra work and general cleaning as required. 执行额外的工作和必需的大清洁。 l Maintains open channels of communication with the Assistant Housekeeper on all matters affecting Housekeeping, Front Office, Food & Beverage and Engineering. 在所有有关管家部，前厅部，餐饮部和工程部的问题上要维持与行政副管家有良好的沟通。

7、l Conducts regular meeting within assigned area. 参加所在区域指定的例行会议。l To ensure good interdepartmental communication, network and teamwork. 确保有个好的沟通环境和好的团队建设。PRODUCE AND SERVICE QUALITY产品和服务质量l Inspects all rooms of assigned area on a daily basis to ensure that all furnishings, facilities and equipment a

8、re in good repair as per HICPJ standard.每日检查自己所负责的楼层并保证所在楼层家俬，设施设备是完好的符合酒店标准的。l To ensure guest requests are met and company policies and standard procedures are implemented and maintained.保证客人的需求是符合要求的，并且要保证所提供的服务是按照标准去来完成的。l To co-ordinate the spring cleaning/extra work schedule/maintenance requis

9、itions of rooms with the Assistant Housekeeper and ensures such schedules and requests are followed. 协助行政管家来完成制作房间的大清洁/特别清洁/工程维修并且保证这些计划顺利进行贯彻。l Inspects guest and public area on daily basis to ensure that all furnishing, facilities, and equipment are clean and in good repair report findings to the

10、Executive Housekeeper.每日检查所有公共区域和楼层以确保所有家私和设施设备是完好的，若发现有任何问题及时向行政副管家报告。l To inspect daily VIP-allocated rooms and to spot check rooms of in house VIP guests.检查当日的VIP房间和抽查已入住的VIP房间。l To daily spot-check vacant, occupied and out order rooms and report finding to Assistant Housekeeper.每日检查所在楼层空房，住客房和维修

11、房，发现问题及时向行政副管家报告。l To coordinate the spring cleaning/extra work schedule/maintenance requisitions of all rooms and public areas with the Assistant Housekeeper and ensure such schedules and requests are followed,协助行政副管家来完成制作房间和公共区域的大清洁/特别清洁/工程维修并且保证这些计划顺利进行贯彻。l Maintains appropriate standards and dis

12、cipline for dress, hygiene, uniform，appearance.在仪容仪表和礼貌礼节方面要有一个正确的标准和制度。l Monitors and controls Housekeeping tasks, such as lost and found, key control, security and emergency procedures, that help maintain the health and security of personnel and guests.监督和控制管家部的工作，如在失物招领，钥匙控制，安全和紧急事件的处理的方法，以保证客人和酒

13、店员工的人身财产的安全。FINANCE财政l To prepare a monthly report within the assigned area, planning and assessing improvements in standards goals, and costs.在所分配的区域范围之内准备每月报告，计划并评定标准，目标和成本控制。l Controls and analyses within assigned area, on an on-going basis, departmental costs.控制并分析所分配区域之内的部门的成本。l Control and ana

14、lyses, on and on-going basis, departmental costs, to ensure performance against budget.通过不断的控制来降低成本，以保证工作成效超出预算。l Control daily room discrepancy report.控制每日的房间差异。GENERAL概要l Is prepared to implement assigned tasks during emergencies such as fires, power cuts, and bomb threats.在如火灾，停电，爆炸袭击等紧急事件的发生过程中，

15、准备好所分配任务所需的工具。l Encourages the highest possible standard of environmental management.鼓励最高标准的管理环境。l To ensure guest requests are met and company policies and standard procedures are maintained.确保客人的要求是适宜的，维持公司的政策和标准程序。l Reports any suspicious looking person, missing items, discrepancies, health or sa

16、fety hazard to floor supervisor.将一切可疑的人，丢失物品，差异房或安全隐患报告给楼层主管。l Fills in for other non-supervisory personnel as required.必需时替代其他非管理人员。l Performs turndown service as required.按需提供开夜床服务。l Handles Mini-bar according to The international conference center standard procedure.依照国际会议中心酒店的标准程序处理迷你吧。l Provide

17、s all possible assistance and outstanding service to guest.尽可能为客人提供优质的服务。l Handles other duties and projects as assigned.解决其他工作，依照分配做出计划。Occupational Health and Safety Responsibilities职业保健及安全职责l Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and

18、within OH&S guidelines.表现出职业保健及安全职责方面的政策及程序的意识，确保在职业保健指导方针下安全地进行所有程序并确保下属也是按此规程进行操作。l Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures.关心并知晓遵守职业、保健及安全方面的政策、法规及程序的职责。l Be familiar with property safety, first aid and fire and emergency procedu

19、res and operate equipment safely and sensibly.熟悉酒店安全、急救及消防、紧急应变程序，安全谨慎地操作设备。l Initiate action to correct a hazardous situation and notify supervisors of potential dangers.发起消除安全隐患的行动并通知主管潜在的危险。l Log security incidents and accidents in accordance with hotel requirements.按照酒店要求记录安全事故及事件。Key Competenci

20、es主要资质Key Tasks主要任务Drive For Results获取结果l Compete against a standard of excellence by setting high performance standards and pursuing aggressive goals. 设立高工作标准并朝挑战性目标前进。l Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles.致力于持续性发展

21、并负责达到业绩目标，尽管有困难，还是要坚持达标。Understanding the Business理解酒店业l Demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information.显示出与本部门及酒店有关事宜的兴趣及理解，并不断更新相关最新情况，包括法律法规。l Adheres to The International Confer

22、ence Center Corporate Code of Conduct, Employee Handbook and Hotel policies.遵守国际会议中心行为准则、员工手册及酒店政策。l Demonstrates an understanding of competitors major strengths and weaknesses.表现出对竞争对手优势及弱势方面的理解。l Establishes and interprets key performance indicators to manage the business, consistently takes into

23、accounts financial implications of business decisions and recommendations.设立并解释用以管理酒店经营的营运指标，始终考虑到经营决策及建议会为财务方面产生的影响。l Has a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable.在酒店运营方面有广博的知识，重点放在确保酒店生意成功且赢利的必要重要环

24、节上。Problem Solving and Decision Making解决问题及决策l Diagnose problems and thoroughly analyze information to guide decision making.诊断问题并全面分析指引决策的信息。l Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisions.当得出结论时，应先评估并吸收关键信息，然后进行逻辑分析、做出有说服力的决定。Customer

25、Focus聚焦客户l Build and maintain positive relationships with all internal customers and guests in order to exceed their needs.与所有内、外部客人建立并保持积极关系，以预期其期望。l Take action to address these needs in order to exceed their expectations.采取行动说明这些需求以便能超过他们的期望。l Create a positive hotel image in every interaction wi

26、th internal and external customers.在与内部及外部客人每一次互动的时候都争创积极的酒店形象。l Adhere to hotel brand standards.坚持酒店品牌标准。l Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests.保持产品及服务高标准，以便向客人解释并销售服务及设施。l Assist guests and escort them to locations wi

27、thin the hotel at their request.协助客人，并按其要求引领客人去酒店内的相应位置。l Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs.保持对酒店内特殊计划及活动的认知，如客人有需要时可识别并进行回复。l Maintain current Hotel information to be able to provide information to guests.保持对酒店当前信息的认知，以便

28、将相关信息提供给客人。l Implements procedures which enhance the guest experience.实施会使客人满意度提升的工作程序。Innovation创新l Generate new ideas and encourage creativity from your staff.从本部门员工处获取新想法并对其创造性予以鼓励。l Recognize the need for new and modified approaches.认可新的、改良的方法的需要。Teamwork团队精神l Demonstrate co-operation and trust

29、with colleagues, supervisors, teams and across departments to deliver positive results.在同事、主管、团队人员及部门间显示出合作与信任。l Actively participate in wider hotel meetings.积极参与酒店各项会议。l Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication.以专业积极的方式与部门及酒店员工进行互动，以培养促进和谐的团队精神并确保有效的双向沟通。Adaptability适应性l Be comfortable and effective in an environment of ambiguity or change.