l Under the direct supervision of the Executive Housekeeper, the SM-Housekeeping assists in planning organizing, directing and controlling all housekeeping activities, maintaining the established standards of cleanliness, orderliness and attractive condition of the public areas and heart-of-the-house areas.

l 要認真執(zhí)行清潔標準、規(guī)章制度、行為規(guī)范及公共區(qū)域的環(huán)境的清潔衛(wèi)生。執(zhí)行完成管理層要求的其他工作任務(wù)。

§Attend regular meetings,

參加部門例會。

§Ensure all floor staff to aware of guest occupied, attendees of the hotel and hotel’s promotion program.

確保知道酒店長住客及VIP客人的信息、酒店的促銷活動。

§Ensure the staff to greet all the guests in French

§確保使用法語問候客人。知道所有會員的姓名并要用姓名或是頭銜稱呼客人。

§Ensure to provide personal service to guests during their staying

確?？腿似陂g提供個性化優(yōu)質(zhì)服務(wù).

§Maintains good relationships with colleagues 。

與同事建立良好的關(guān)系，

§Interacts with other departments to provide additional or specialized guest services.

與其他部門保持良好的溝通，保證客人的特殊需求。

l Clean Standards - Ensures compliance to the hotel minimum quality and service standards.

清潔標準 - 確保健身中心的高度清潔水平。

§ Maintains and delivers the hotel maximum standards.

達到酒店的最高質(zhì)量標準。

§ All areas to be clean and tidy.

所有區(qū)域都要干凈整潔。

§ 同工程部溝通相關(guān)區(qū)域維修保養(yǎng)事宜。

§ 服務(wù)標準－確保客人的正常需求可以在第一時間完成。

§ 對客人介紹服務(wù)項目、設(shè)施設(shè)備的種類、銷售價格等信息。

§ 服務(wù)做到標準化、制度化、人性化。

§ 客人在使用設(shè)施設(shè)備時，出現(xiàn)的問題可以給予正確的解答及示范。

§ 收集會員的信息文本資料，節(jié)假日和客人生日要致電給予問候。

§ Respond to all guest requests in an enthusiastic manner. Expedite requests as quickly and effectively.

§熱心地對待客人的要求，快速有效地完成客人的要求。

§ Communicates with guest at every opportunity to get their feedback.

§ 有機會要與賓客交流以獲取賓客的反饋意見。

§ To walk the talk and be a role model in delighting our customer.

在言行上為取悅客人作榜樣。

l Grooming & Hygiene

儀容儀表及衛(wèi)生

§ Adheres to specified hygiene and personal appearance standards of the Resort.

堅持員工衛(wèi)生及員工個人儀容儀表的標準。

§ Adheres to set procedures for attendance and timekeeping.

堅持出席酒店的員工大會制度程序。

§ 交接班日志要認真完成，確保特殊信息的有效執(zhí)行及落實。

§ Ensures that all staff is aware of guidelines governing complaints handling

所有員工都知道如何控制客人投訴的產(chǎn)生。

§ Encourages staff to make decisions at customer contact, and ensures staff is aware of the responsibility and established authority limits at all times.

鼓勵員工與客人交流，確保員工了解自己的工作職責(zé)和權(quán)限。