Main Functions工作职责
1. Ensure provision of Housekeeping services in the service apartments
确保为服务客房提供管家服务
a. Perform regular inspections of housekeeping and public areas on the floor.
按时检查客房和公共区域
b. Supervise and manage daily staffing schedules and work assignments. Ensure all areas are properly manned.
主管和经理每日人员配备和指派的工作。确保所有区域有适当的人员配备。
c. Check room status / forecasts and revised work schedules. Ensure that the work schedule will not hamper the smooth and efficient operation of the Housekeeping department and that nothing delays the delivery of Housekeeping services to the apartment tenants.
确认房态/入住率的预测和修正工作进度表。确保客房部工作进度不会受到阻碍顺利有效的进行，不会耽搁为客房传递管家服务。
d. Be prepared to take over the duties and responsibilities of the floor supervisors in preparing work and duty schedules, apartment inspections if necessary or as required.
若有需要或要求有准备接管楼层领班进行工作和工作日程的义务和责任。
e. Coordinate with other departments and ensure that effective communication boost the provision of Housekeeping service.
与其他部门协调确保高效率的交流增强提高管家服务。
f. Inspect daily allocated housekeeping to ensure highest standards are maintained.
检查每日的客房分配确保维持高标准。
g. Ensure allocated apartments are inspected, clean ready (including amenities) for new arriving tenants / guests.
确保检查为新来的客人分派的客房打扫干净（包括客用品）
2. Ensure assigned areas are clean and maintained up to hotel’s standard.
确保指派的区域干净整洁维持在酒店标准。
a. Perform regular inspections of apartments, at least 10-15 housekeeping and public areas on the floor for cleanliness and maintenance purpose. Note down observations from those areas regarding cleaning procedures, repair orders and maintenance defects. Do necessary follow up and initiate appropriate action immediately.
为整洁和维护按时执行客房检查，至少10-15间房间和楼层公共区域。从那些区域有关清洁的程序，维修和检查出的毛病记录下问题所在。
b. Spot check turndown service at night for apartments being rented/converted as hotel rooms.
为临时住在客房的客人提供与酒店相同的夜床服务。
c. Be responsible for the preparation/allocation and follow-up for housekeeping general cleaning and MRT cleaning program. Check the monthly records of all cleaning program. Ensure records/data are updated whenever and wherever necessary.
负责为客房制定和分配大清洁和大维修房的计划.确认所有清洁计划的月度报告.确保在任何时候有最新的报表.
d. Coordinate with Engineering department regarding pending work orders and do timely follow up to ensure that all apartments are in prefect condition.
对紧急的维修任务，和工程部进行协调及时跟进确保所有客房在处在最好的状态下。
e. Prepare annual vacation schedule and performance rating of floor supervisor’s and submits to Executive Housekeeper. Ensure vacation scheduled do not fall short when MEA is expecting high occupancy.
每年对楼层领班及服务员进行评估及工作表现评定，并交于行政客房副经理查看.确保在客房入住率高的情况下不会发生大量人员休假的情况.
f. Keep logbook on daily happening and complete all reports at the end of the day before going off day.
保持记录每天发生的事情并在当天工作结束前完成当天的所有报告.
g. Act on all decisions and programs decided by the Director of services. Ensure all housekeeping staff understands and follow rules and regulations, policies and procedures of the department and Hotel.
根据行政客房经理决定，流程进行工作，并确保所有部门员工听从遵守规章制度、守则、政策、流程。
3. Minimize guest complaints:
将客人的投诉最小化
a. Tactfully handle guest complaints, offer all possible assistance and take appropriate action immediately.
合理的处理客人的投诉，并提供尽可能的协助
b. Interact with guests and seek for feedback on quality of product and level of service provided.
为寻求更高水准的服务与客人相互协调.
c. Empowers associates to provide excellent customer service.
授权员工提供优秀的客户服务.
d. Attend to complaints from other departments regarding housekeeping services and take appropriate action to rectify the situation immediately. Report to Executive Housekeeper immediately if necessary.
参加其他部门与房务部有关的投诉，并采取合理行动。在必要情况下，立即行政客房副经理汇报及给于协助
4. Contribute to overall efficiency of the department:
确保高效率的工作:
a. Assist in motivating staff to achieve goals and objectives of Housekeeping Department.
帮助所有员工达到房务部目标
b. Attend to staff grievances and report to the Director of Services or Executive Housekeeper.
倾听员工的投诉意见，并汇报给副行政客房经理
c. Be FIRM and FAIR when handing staff complaints and take appropriate action immediately after investigation.
处理员工投诉时，必须做到公平公正，并在调查后及时采取合理行动
d. Issue misconduct notice or couch/counselling to staff if necessary. Ensure that the rules and regulations of the department are followed strictly.
在员工有严重过失时给与劝导提醒和辅导.确保部门规定严格执行.
e. Be responsible for checking that staff has satisfactorily completed work assigned to them by completing their worksheet before going off duty.
负责根据工作表确认员工在工作结束前满意的完成所分派的工作.
f. Take an interest in staff welfare and establish effective employee relations.
建立员工感兴趣的福利和有效的雇佣关系
g. Attend and provide input in the Housekeeping meetings act on any special instruction and pass on any relevant information
参与部门会议并提供有用的信息.
h. Emphasize good personal behaviour as per guidelines laid down in the Employee Handbook and promote the spirit of team work whenever and wherever possible.
强调一些好的个人习惯作为员工的指导，并让部门员工记录在案，并随时实践集体协作精神
i. Ensure all staff in Housekeeping department are aware of all hotel emergency, safety and pest control procedures.
确保所有楼层员工知道突发事件，安全处理和杀虫的工作流程。
j. Maintain good grooming according to hotel’s standard to provide an efficient, professional, neat and tidy appearance to hotel’s guests and set an example to subordinates.
严格执行酒店及房务部政策及流程，以确保员工高效，有用的完成他们的职责。
Safety Awareness 安全提示：
Maintain safety by adhering to safest policies, being responsible to report all accidents immediately. Support all safety programs. Proceed with caution when walking on slippery floors.
Ensure proper safety instructions are given before operating any equipment.
要保障安全须严格遵守安全法规，与异常情况须及时上报。建立、支持所有的安全方案。行走在湿滑地面上要留意。在操作设备之前，确保已了解了安全说明
Any other duties as may be assigned from supervisor.
完成领导交代的其他工作职责。
