洲际客房领班工作描述(中英文).doc

洲际客房领班工作描述

JOB TITLE: Housekeeping Captain
职位： 客房领班
AREA/DEPARTMENT: Rooms Division / Housekeeping
部门： 客房部
JOB BAND: 8
级别： 8
HOTEL LEVEL: V
酒店星级： 5
REPORTS TO: Housekeeping Supervisor
上级： 客房部主管
POSITIONS SUPERVISED: Room Attendant; Housekeeping Co-ordinator; Room Valet; Housekeeping Order-Taker;
职位监督： 客房服务员
JOB SCOPE: Responsible for the operational efficiency of all housekeeping areas and the service delivery of those areas within budgeted guidelines. Promotes the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the InterContinental Hotels Group and the brand ethos.

职责范围： 负责客房部所以区域的有效运作及该区域在预算方案内的运送服务。围绕五大核心理念：信任、诚实、尊重、团队及服务提升洲际酒店集团的品牌价值及企业文化理念。

TESTIMONIAL: I hereby confirm having read the duties and agree to perform these duties as set out in the Job Description to the required standards.
我确认已阅读职责，并按照以上所描述工作要求的标准执行我的职责。

Signature: ……………………………………………………………………………………………

Date: ……………

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
o 卧室清洁服务
o Bathroom service
o 浴室清洁服务
o Valet service
o 管家服务
o Cleaning service
o 清洁服务
o Linen maintenance
o 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。
· Prioritise arrival rooms
· 优悦会客人预抵房
· Liaise with Front Office for guest and hotel requirements
· 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
o 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
o 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
o 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
o 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
o 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 supervisors of potential dangers
· 及时对危险的情形采取补救措施，并对主管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，与其分享已获的新的理念。
· 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对员工满意度、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
· 信任同时、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；

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Copyright InterContinental Hotels Group
Last Updated: 三月 8, 2025

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