喜来登(Sheraton)酒店房务部楼层服务员岗位职责.doc

Sheraton Hotel Job Description喜来登集团酒店岗位职责Position: Room AttendantGrade:2职位：客房服务员级别:L2Department: HousekeepingDivision: General Manager部门：管家部隶属：总经理Report to: Floor Supervisor管辖：无上级：楼层主管Prepared by:Executive HousekeeperApproved by:拟稿：行政管家批准：Job Summary:Clean and service assigned guest rooms and corridors to the highest standardsPossible.岗位概述：确保对所指定的客房及走廊的提供最高标准清洁及服务Duties & Responsibilities:1. Responsible for the cleanliness of assigned guest rooms and service areas.2. Respect guest privacy when room is on “Do not disturb” status3. Offer all possible assistance to guests and respond to guests request4. Cleans and supplies guest rooms according to standards and procedures5. Ensure master keys are kept secure at all times6. Keep trolley neat and adequately supplied7. Maintain all equipment in good working condition8. Keep linen room neat and in good order9. Report any loss or damage of linen, furniture, fixture or equipment to the Floor Shiftleader10. Report maintenance deficiencies to the Floor Shiftleader 11. Report for duty punctually wearing the correct uniform and name badge at all times12. Provide a courteous and professional service at all times13. Maintain good working relationships with own associates and all other departments14. Does turndown service when required15. Deliver high quality service to guests16. Ensure guest needs and reasonable requests are met17. Seek opportunities to continually improve guest service18. Take appropriate action to resolve guest complaints19. Promote the hotel and Sheraton products and services20. Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests21. Adhere to the hotels security and emergency policies and procedures22. Adhere to hotel cleaning and maintenance programs23. Ensure a high level of cleaning is maintained in work area24. Carry out other tasks as directed by your supervisors职责义务：1. 负责所分配的客房和服务区域的整洁2. 当客房处于”请勿打扰”状态时,尊重客人的隐私3. 尽可能地为客人提供帮助,响应客人的要求4. 按照程序和标准打扫和补给客房5. 随时保证万能钥匙的安全6. 保持手推车的整洁和充分的补给7. 维持所有的装备处于良好的工作状态8. 保持布草房的整洁和井井有条9. 向楼层主管汇报任何布草,家具,固定物或装置的丢失或损害10. 向客房主管报告养护的不足11. 按时穿戴正确的制服和名牌12. 随时提供有礼貌的和专业的服务13. 与本部门和其它部门的同事保持良好的工作关系14. 需要时提供开夜床服务15. 为客户提供高质量的服务16. 确保满足客人的需要和合理的要求17. 寻找机会不断地改善服务质量18. 采取恰当的方式解决客人的投诉19. 促动饭店和喜来登产品和服务的销售20. 保持高水平的产品和服务的知识,以便为客人解释服务和便利设施并将这些服务和便利设施销售出去21. 坚持酒店安全制度、紧急情况处理规定和程序22. 坚持酒店的清洁和养护23. 保持维护所在工作区域的高度整洁24. 完成你上级交待的其它任务Job Knowledge / Skill:Good knowledge for using chemicals and clean rooms.专业知识技能：具有良好清洁剂使用及清洁房间方面的知识。Education:Graduate from high school and skill training school. 教育：高中或职业培训学校。Experi