Key Responsibilities重要职责

∙ Supervise the implementation of housekeeping standards and procedures in relation to:

监督客房标准和程序的执行，主要如下

o Bedroom service

卧室清洁服务

o Bathroom service

浴室清洁服务

o Valet service

管家服务

o Cleaning service

清洁服务

o Linen maintenance

布草的维护

∙ Recommended changes to these standards and training needs on an ongoing basis

对 当前的标准和培训进行适当的建议和改进。

∙ Maintain a current and thorough knowledge of all housekeeping systems

掌握当前的、全面的客房体系的相关。

∙ Open and close the shift and ensure effective shift hand over

上下班确保有效地移交工作。

∙ Distribution and collection of keys

分发和收取钥匙。

∙ Management of all incoming and outgoing calls

控制内外部的调用。

∙ Solve employee grievances

解决员工的不平情绪。

∙ Perform Room allocations

分配房间。

∙ Perform Room inspections

检查房间。

∙ Priority arrival rooms

优先客人预抵房

∙ Liaise with Front Office for guest and hotel requirements

跟椐客人和酒店要求与前厅部保持联系。

∙ Ensure guest valet is processed and delivered in a timely manner

确保客人的洗衣被及时地处理和递送。

∙ Co-ordinate special projects (eg ite rooms, vermin control, window and carpet cleaning, room inventories)

协调方案（房间的布置、虫害的 控制、窗户及地毯的清洁、房间的财产）

∙ Manage all special requests made by guests

处理客人的特殊需求。

∙ Ensure consistency within the department

确保部门内部的一致性。

∙ Management of lost property for the hotel

处理酒店的失物招领问题

∙ Ensure you have complete knowledge of room types, layouts and facilities

确保已熟知房间类型、布局和设施相关知识。

∙ Manage storage areas

管理库房区域。

∙ Maintain adequate stock levels

维持足够的库存水平。

∙ Complete stocktakes as required

完成必需的库存量。

∙ Conducts shift briefings to ensure hotel activities and operational requirements are known

管理排班事项以确保酒店的活动和运作的要求众所周知。

Human Resource and Training Responsibilities

∙ Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:

与主管和人力资源经理共同确保员工业绩的高效性，职责如下：

o Prepare induction programs for new employees and allocate sufficient time for their implementation

为新员工准备工作纪要并为他们的执行安排充分的时间

o Conduct on the job training in accordance with the departmental standards and procedures and maintains a record of progress for each staff member

指导员工的培训工作与部门的标准及程序保持一致，并针对每一个员工的表现做好记录。

o Provide input for probation and formal performance appraisal discussions in line with company guidelines

指导查看和鉴定评估使其符合公司的方针。

o Ensure new staff attend Corporate Orientation within first month of hire

确保新员工在受雇的第一个月内参加企业定位的学习。

o Coach, counsel and discipline staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performance

指导、训练员工，与员工进行交流，接收员工的反馈信息有利于提高工作业绩。

Financial Responsibilities

∙ Works with superior in the preparation and management of the department’s budget and is aware of financial targets

与主管共同参与部门预算的计划与控制，使其符合财政预期目标。

∙ Recycles where-ever possible and enforces cost saving measures to staff

加强对财务花费的控制并采取措施尽量减少成本。

Occupational Health and Safety Responsibilities

职业保健和安全职责

∙ Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same

熟悉职业保健、安全职责相关政策和程序，以确保所有程序能得以安全地执行，并在职业保健和安全职责方针的指导

下确保行为落到实处。

∙ Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures

了解并坚持职业的、健康的、安全地立法、政策和程序。

∙ Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly

熟悉财产安全、急救、火灾和紧急程序，并安全及时地对机器设备进行控制。

∙ Initiate action to correct a hazardous situation and notify Manager of potential dangers

及时对危险的情形采取补救措施，并对经理通报存在的潜在危险。

∙ Log security incidents and accidents in accordance with hotel requirements

根据酒店的要求对事件、事故进行记录。

Key Competencies

重要能力

Key Tasks

重要任务

Drive For Results

为业绩努力

∙ Set high performance standards and pursue agreed goals (with your Manager)

设定更高标准的工作任务并坚持所定目标。（与经理一起）

∙ Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles

为能获得持续的提高、完成商业成效和扫除障碍而努力。

∙ Report problems to Management with suggestions for resolution

向管理层汇报问题并提出建议和相关决定。

Understanding Hotel Operations

了解酒店

∙ 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

了解、熟悉并对本部门和酒店的相关问题有兴趣，掌握最新的知识，包括一些法律知识。

∙ Understands the hotel’s business priorities, products and services and has a good grasp how the department is run

了解酒店的商业权限、产品和服务，并掌握部门的运作模式。

∙ Brings best practice to the attention of department, shares new ideas that have been read about or discovered 以最佳的实操对部门工作给予关注，与其分享以获的新的理念。

∙ Clearly understands how their own role and the role of others impact employee satisfaction, guests and department performance

清楚地了解他们怎样接受任务，以及他人的工作任务和对员工的满意度、客人及部门业绩的影响

Problem Solving and Decision Making

解决问题和做出决定策

∙ Diagnose problems and thoroughly analyse information to guide decision making

找出问题并全面分析相关信息以便做出正确的决策。

∙ Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisions

在做出结论和可行的决策时应评估、吸收客观的相关信息。

Customer Focus

顾客聚焦点

∙ Build and maintain positive relationships with all internal customers and guests in order to exceed their needs

与内部员工和客人建立和维持积极的关系，以便能有效满足他们的合理需求。

∙ Take action to address these needs in order to exceed their expectations

通过行动满足需求，甚至超出他们的期望值。

∙ Create a positive hotel image in every interaction with internal and external customers

通过与顾客和内部员工的交谈为酒店树立良好的形象。

∙ Adhere to hotel brand standards

坚持酒店的品牌标准。

∙ Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests

保持产品和服务知识的高水准以便更好向顾客解说、出售酒店的服务及设施。

∙ Assist guests and escort them to locations within the hotel at their request

根据客人的需要，帮助和引导他们到酒店的各种场所。

∙ Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs

了解关于酒店特别的节目及事情，以便知晓他们的需要并做出回复。

∙ Maintain current Hotel information to be able to provide information to guests

了解酒店最新的信息以便为客人提供信息服务。

∙ Implements procedures which enhance the guest experience

执行程序以便提升客人的感受经历。

Teamwork

团队

∙ Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments

信任同事、主管、团队并互相交流积极的成果。

∙ Communicate well to ensure effective shift hand-overs

通过良好的交流确保交班工作的顺利进行。

∙ Actively participate in wider hotel meetings

参与更多的酒店会议。

∙ 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

专门与部门和酒店员工进行更为礼貌地接触，使其更具亲和力，增进团队精神并保持有

效的交流方式。

Adaptability

适应能力

∙ Be comfortable and effective in an environment of ambiguity or change

在变化的环境中保持冷静和活力。

∙ Work in line with business requirements in a flexible and optimistic manner

以积极、灵活的方式工作以符合经营的相关要求。

∙ Complete tasks as directed by Management

通过管理手段有计划地完成任务。

∙ Deputize in the absence of your Manager

在经理不在时作为经理的授权代表。

Planning and Organising

计划与组织

∙ Establish action plans and schedules for meeting departmental priorities

确定工作计划和进度，以保证工作优先完成。

∙ Assign responsibilities, allocate resources and co-ordinate the activities of yourself and others to meet objectives effectively and efficiently

指派工作职责，分配资源并调整自己的工作以便有效而有力地完成工作目标。

Impact and Influence

作用与影响

∙ Promote your ideas persuasively, and shape the opinion of subordinates and overcome resistance

提高口才能力，并塑造、引导下属的观点并战胜阻力。

∙ Build consensus for action and negotiate mutually beneficial solutions to problems

为行动创造舆论影响力，并互相商讨问题的解决方案

Implementation

执行

∙ Work with your Manager to ensure you have a clear view of what is required to achieve results, and take action and responsibility to deliver it. Ensure your team meet deadlines and quality standards and tasks and projects are completed as required

与经理一起工作，确保自己对完成任务所需的要求有清楚的认识。

∙ Adheres to and enforces the InterContinental Hotels Group Code of Conduct, Hotel Policy and Departmental Procedures

员工手册和酒店制度要符合据洲际酒店集团的管理规则。

Leading and Developing People

领导与发展员工

∙ Inspire others to excel by clearly communicating business values and direction, recognizing good performance and providing managerial support

通过商业价值和趋势的沟通交流来鼓励他们要超越他人，认可良好的业绩表现和提供管

理层的支持。

∙ Develop potential of others through coaching and development opportunities to build organization capability for the future

通过训练和和培养有潜力的员工以便为将来储备人才组建组织机构。

Cultural Awareness

文化意识

∙ Work effectively with customers and colleagues from different viewpoints, cultures and countries

与来自不同国家具有不同文化、观念的顾客和同事友好相处。

∙ Work to understand and consider the global nature of the business

理解和重视全球的商业本质；