SCOPE工作范圍
To assist the executive housekeeper in overall housekeeping tasks, to maintain hotel premises
in immaculate condition, to lead by example, to promote a positive atmosphere all over the
hotel, to assist other department when and as required, to train, counsel and evaluate
housekeeping staff.
協助行政管家的運作任務，保持酒店的完美無瑕的工作環境，以身作則，推動積極的工
作氛圍，協助并配合其他部門需要，根據需要培訓和督導客房部員工。
OVERALLOBJECTIVES 整體目標
Responsible for maintaining 90% scoring for KEA inspections.
負責部門在 KEA 檢查中獲得 90%分以上的成績
Ensure the GRI result achieves 96.5% and GSS result achieves 5.55.
負責 GRI的結果達到 96.5%且 GSS 的結果達到 5.55
KEES (Kempinski Employee Engagement Survey) results are 4.65 and above.
KEES(員工敬業度調查)分數不低于 4.65
MAIN RESPONSIBILITIES 主要職責
Monitor Housekeeping team to ensure all guests and internal customers receive prompt
and courteous service.
監控并確保所有客房部員工為客人提供周到禮貌的服務。
Inspect guest and public areas on a regular basis to ensure that the furnishings, facilities.
and equipment are clean and in good repair.
定期檢查客房和公共區域，以確保家具、設施和設備清潔維修良好。
Manage general cleaning schedules.
制定和監督執行酒店各區域的大清潔計劃。
Put forward the overall furniture maintenance plan to ensure the good use of equipment
and facilities.
提出總的家具維保計劃，確保設備設施的良好使用。
Keep other departments informed of room operations, especially laundry, engineering
front desk and food & Beverage, maintain open lines of communication and maintain
good communication with the executive butler.
讓其他部門了解相關客房運作事務，特別是洗衣房、工程部、前臺和餐飲部，保持
良好的開放的溝通渠道，與行政管家保持良好溝通。
Conduct regular department meetings.
定期進行部門會議。
Ensure the highest standards of cleaning and maintenance, and control of the cost of room
supplies.
確保最高標準的清潔維護，良好的控制客房用品的成本。
Supervise outside contractors to ensure contractual compliance.
監督外部承包商，確保合同的完整規范。
Control management procedures to ensure the health and safety of guests and employees
such as lost and found services. critical control of safety and emergency procedures and
environmental processes.
控制管理程序，保障客人和員工的健康和安全，比如失物招領服務、關鍵控制安全
與應急程序和環境的過程。
Maintain proper standards of dress, hygiene, uniform, grooming and conduct.
保持規范的著裝標準、衛生、制服、儀容儀表及行為舉止。
Pay attention to guests, meet their needs in a timely manner, and exceed their
expectations.
關注客人，及時滿足客人的需求，超越客人的期望。
Maintain a high level of literacy and knowledge, so that guests have a good stay
experience.
保持高的素養及知識水平，讓客人有一個良好的入住體驗。
Taking appropriate action to resolve guest complaints.
采取適當的行動來解決客人的投訴。
Assist the Executive Housekeeper to manage and achieve the department budget.
幫助行政管家管理和實現部門的預算。
Draft and manage the department's effective and measurable cost control budget within
the financial data of the hotel budget.
在酒店預算的財務數據范圍內，起草并管理部門有效的、可衡量的成本控制預算。
Continuously implement innovative practices according to the dynamics of the
jurisdiction.
根據管轄區域的動態，不斷執行創新實踐。
Develop annual maintenance plan and communicate with colleagues and staff in
responsible area.
制定客房年度保養計劃并與負責的區域的同事及員工交流、傳達。
Combine the company's human resource management system to ensure the efficient
performance of department employees.
結合公司的人力資源管理系統，確保部門員工的高效性能。
Prepare induction training for new employees.
準備新員工的入職培訓。
Maintain and monitor the implementation of comprehensive, current and centralized
departmental standards and procedures.
保持全面的、當前和集中地部門標準和程序并監督實施。
?Settle danger situation and inform potential danger.
采取行動排除危險情況，并及時通知危險隱患。
Carry out all the process of safety emergency.
執行酒店安全緊急情況政策及程序。
Ensure the back area is as clean, safe and hygiene as the front area.
保證酒店后場區域與前場區域保持同樣干凈、安全、衛生。
Keep analysis,evaluate. improve self-behaviour.
不斷分析、評估、改進個人工作表現。
Comply with code of conduct.
遵守道德行為規范。
Comply with Staff Handbook and related policies.
遵守《員工手冊》的相關規定。
Additional responsibilities and tasks can be added at any time according to the needs of the
business and of the hotel.
根據酒店及業務需要，可隨時增加額外工作職責和任務。
