喜来登(Sheraton)酒店房务部楼层服务员岗位职责.docVIP

Job Summary: Clean and service assigned guest rooms and corridors to the highest standards Possible. 岗位概述： 确保对所指定的客房及走廊的供应最高标准清洁及服务 Duties Responsibilities: Responsible for the cleanliness of assigned guest rooms and service areas. Respect guest privacy when room is on “Do not disturb” status Offer all possible assistance to guests and respond to guests request Cleans and supplies guest rooms according to standards and procedures Ensure master keys are kept secure at all times Keep trolley neat and adequately supplied Maintain all equipment in good working condition Keep linen room neat and in good order Report any loss or damage of linen, furniture, fixture or equipment to the Floor Shiftleader Report maintenance deficiencies to the Floor Shiftleader Report for duty punctually wearing the correct uniform and name badge at all times Provide a courteous and professional service at all times Maintain good working relationships with own associates and all other departments Does turndown service when required Deliver high quality service to guests Ensure guest needs and reasonable requests are met Seek opportunities to continually improve guest service Take appropriate action to resolve guest complaints Promote the hotel and Sheraton products and services Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests Adhere to the hotel’s security and emergency policies and procedures Adhere to hotel cleaning and maintenance programs Ensure a high level of cleaning is maintained in work area Carry out other tasks as directed by your supervisors 职责义务： 负责所支配的客房和服务区域的洁净 当客房处于”请勿打搅”状态时,敬重客人的隐私 尽可能地为客人供应挂念,响应客人的要求 依据程序和标准打扫和补给客房 随时保证万能钥匙的平安 保持手推车的洁净和充分的补给 维持全部的装备处于良好的工作状态 保持布草房的洁净和井井有条 向楼层主管汇报任何布草,家具,固定物或装置的丢失或损害 向客房主管报告养护的不足 按时穿戴正确的制服和名牌 随时供应有礼貌的和专业的服务 与本部门和其它部门的同事保持良好的工作关系 需要时供应开夜床服务 为客户供应高质量的服务 确保满足客人的需要和合理的要求 查找机会不断地改善服务质量 实行恰当的方式解决客人的投诉 促动饭店和喜来登产品和服务的销售 保持高水平的产品和服务的学问,以便为客人解释服务和便利设施并将这些服务和便利设施销售出去 坚持酒店平安制度、紧急状况处理规