Hotel Cleanliness Expert 酒店清洁专家

Guest Relations

客户关系

Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

§ 用微笑、眼神交流和礼貌用语来欢迎和感谢每一位客人，尽可能称呼客人的名字。

Anticipate and address guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

§ 预见并满足客人的需求，包括向客人提问以更好地了解他们的需求，观察/倾听客人的喜好，并尽可能采取行动。

Assist other employees to ensure proper coverage and prompt guest service.

§ 协助其他员工确保适当的覆盖范围和及时的客人服务。

Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (enter brand specific programs) to resolve issues, delight, and build trust.

§ 积极倾听并积极回应客人的问题、担忧和要求，使用特定于品牌或物业的流程（进入特定于品牌的程序）来解决问题、愉悦并建立信任。

Housekeeping Protocol

客房服务协议

Contact Engineering, At Your Service (AYS)/ Delighted to Serve (DTS), or housekeeping office directly for urgent repairs and preventative maintenance issues.

§ 如有紧急维修和预防性维护问题，请直接联系工程部、为您服务部（AYS）/乐于服务部（DTS）或客房部办公室。

Respond promptly to requests from guests, Front Desk, or At Your Service requests.

§ 及时回应客人、前台或为您服务部的请求。

Select appropriate cleaning chemicals and necessary personal protective equipment for various surfaces and cleaning jobs, following corporate standards.

§ 根据公司标准，为各种表面和清洁工作选择合适的清洁化学品和必要的个人防护设备。

Fill cart with supplies (e.g., chemicals, rags, linens, amenities) as needed.

§ 根据需要在推车中装满用品（如化学品、抹布、亚麻布、便利设施）。

Report room status (e.g., Do Not Disturb notice on room, discrepant rooms) to Main Linen Room, Housekeeping manager/supervisor, or Front Desk.

§ 向主布草间、客房部经理/主管或前台报告房间状态（例如，勿扰房、差异房）。

Conduct room cleaning according to Power of Clean specifics and guidelines

§ 根据清洁力量的具体规定和指南进行房间清洁

Ensure to adhere to cleaning protocol of the hotel as per training and LSOP.

§ 根据培训和LSOP，确保遵守酒店的清洁规程。

Comply with quality assurance expectations and standards.

§ 符合质量保证期望和标准。

Return cart to designated area at the end of shift and replenish all items required.

§ 轮班结束时将推车送回指定区域，并补充所有所需物品。

Always maintain highest level of cleanliness of guest room corridor as well as Heart of House pantries Clean and organize items stored in laundry room, supply/storage closets, linen room, and/or uniform room.

§ 始终保持客房走廊和后区的清洁。清洁和整理洗衣房、用品/储藏室、布草房和/或制服室中存放的物品。

Fold cleaned linen into designated size, either by hand or using folding machine.

§ 用手或用折叠机将清洗过的布草折叠成指定尺寸。

Post caution signs (e.g., wet floor signs) to limit traffic when necessary.

§ 必要时张贴警告标志（如湿地板标志）以限制通行。

Perform other reasonable duties as requested.

§ 根据要求履行其他合理职责。

Guest Rooms, Villas, and Suites

客房、别墅和套房

Check that all appliances are present in the room and in working order (e.g., hair dryer, TV, remote, microwave).

§ 检查房间内的所有电器是否正常工作（如吹风机、电视、遥控器、微波炉）。

Follow the proper guestroom cleaning procedures according to the standards shared in the “Power of Clean

§ 根据“清洁的力量”中共享的标准，遵循适当的客房清洁程序

Clean bathrooms, including bathtub/hot tub/shower, toilet, floor, sink, and mirror.

§ 清洁浴室，包括浴缸/热水浴缸/淋浴、卫生间、地板、水槽和镜子。

Dust, polish, and remove marks from walls and furnishings (e.g., appliances, furniture, ice bucket, honor bar, baseboards, ledges, entrance door).

§ 对墙壁和家具（如电器、家具、冰桶、吧台、底板、壁架、入口门）进行除尘、抛光和去除标记。

Enter guest rooms following procedures for gaining access, such as knocking three times, saying “Housekeeping,” and ensuring vacancy before entering.

§ 按照进入程序进入客房，例如敲门三次，说“客房服务”，并在进入前确保室内无人。

Limit access to guest rooms while cleaning by following departmental procedures.

§ 按照部门程序进行清洁时，限制进入客房。

Remove trash, dirty linen, and room service items from room and balcony/patio.

§ 清除房间和阳台/露台上的垃圾、脏床单和客房服务用品。

Replace dirty linens (e.g., sheets, pillowcases) and terry (e.g., towels, bathrobes) with clean items, following correct bed making and folding standards.

按照正确的铺床和折叠标准，用干净的物品替换脏床单（如床单、枕套）和毛圈布（如毛巾、浴袍）。

Refill Honor/ Mini Bar and record usage as per hotel specific LSOP. Remove used IRD trays from the guest rooms to the HOH pantry.

§ 重新填充荣誉/迷你酒吧，并根据酒店特定的LSOP记录使用情况。将用过的IRD托盘从客房移到HOH备餐间。

Replace guest amenities and supplies in rooms, such as residential bath amenity (replaced when the bath amenity level reaches the replacement line), toiletries, glasses, mugs, linens, towels, tissues, coffee, printed materials, and laundry bags according to standards.

根据标准更换客房内的客房设施和用品，如住宅浴室设施（当浴室设施水平达到更换线时更换）、洗漱用品、眼镜、马克杯、床单、毛巾、纸巾、咖啡、印刷材料和洗衣袋。

Conduct special periodic cleaning task as assigned by HSK supervisor. Report missing hotel/resort property and damages to room to manager/supervisor.

§ 根据客房主管的指派，执行特殊的定期清洁任务。向经理/主管报告丢失的酒店/度假村财产和房间损坏情况。

Ensure guestroom, public areas/bathrooms, restaurants, fitness center, pool area, offices are cleaned and maintained as per quality standards.

§ 确保客房、公共区域/浴室、餐厅、健身中心、游泳池区域、办公室按照质量标准进行清洁和维护。

Public and Employee Spaces

公共和员工区域

Clean public and employee restrooms and showers, including stocking bathroom with adequate paper goods and soap, cleaning all surfaces, and emptying trash.

§ 清洁公共和员工洗手间和淋浴间，包括在浴室里储备足够的纸制品和肥皂，清洁所有表面，清空垃圾。

Clean glass (e.g., windows, mirrors) in public and employee areas by removing dust, spots, and smears.

§ 通过清除灰尘、斑点和污渍来清洁公共区域和员工区域的玻璃（如窗户、镜子）。

Clean floor surfaces in public or employee space using designated chemicals, supplies, and equipment (e.g., mops, buffers, vacuums, wet vacuum, extractor, shampoo machine, stain remover).

§ 使用指定的化学品、用品和设备（如拖把、缓冲器、吸尘器、湿式吸尘器、提取器、洗发水机、去污剂）清洁公共或员工空间的地板表面。

Dust surfaces in assigned area, including furniture, fixtures, woodwork, pictures, public or house phones, fire extinguisher boxes, exit signs, and air vents.

§ 指定区域的灰尘表面，包括家具、固定装置、木制品、图片、公共或家庭电话、灭火器盒、出口标志和通风口。

Clean other public areas such as event spaces as required and assigned whilst on duty.

§ 值班时按要求和指定的方式清洁其他公共区域，如活动场所。

Empty trash containers, ashtrays, and ash urns in public areas into proper containers for recycling or disposal.

§ 将公共区域的垃圾箱、烟灰缸和灰烬urns倒进适当的容器中，以便回收或处置。

Inspect condition of furniture for tears, rips, and stains and report damages to manager/supervisor.

§ 检查家具是否有撕裂、撕裂和污渍，并向经理/主管报告损坏情况。

Clean and maintain lights by wiping lamps, light fixtures, and light switches, checking that they are in proper working condition, and reporting burnt-out bulbs.

§ 清洁和维护灯具，方法是擦拭灯具、灯具和电灯开关，检查它们是否处于正常工作状态，并报告灯泡烧坏。

Communication

沟通

Speak to guests and co-workers using clear, appropriate and professional language.

§ 使用清晰、恰当和专业的语言与客人和同事交谈。

Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

§ 与同事、主管或经理谨慎而安静地讨论工作主题、活动或问题，避开酒店的公共区域。

Immediately report any guest incidents to manager on duty if observed while at work. Support all co-workers and treat them with dignity and respect.

§ 如果在工作中发现任何宾客突发事件，应立即向值班经理报告。支持所有同事，并尊重他们。

Do not use personal cell phone in public areas whilst on duty

§ 值班时不要在公共区域使用个人手机

Safety and Security

安全和安保

Complete appropriate safety training and certifications to perform work tasks.

§ 完成适当的安全培训和认证以执行工作任务。

Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

§ 遵守公司和部门的安全和安保政策和程序，以确保环境清洁、安全。

Report work-related accidents, or other injuries immediately upon occurrence to manager/supervisor.

§ 一旦发生工伤事故或其他伤害，应立即向经理/主管报告。

Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

§ 识别和纠正不安全的工作程序或条件，和/或向管理层和安保/安全人员报告。

Follow Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer, pesticides, blood borne pathogens, etc., including using Material Safety Data Sheets (MSDS). Follow any local Training

& Guidance

§ 遵循危险材料管理程序处理和处置化学品、化肥、杀虫剂、血液传播病原体等，包括使用材料安全数据表（MSDS）。遵循任何当地培训要求和指导

Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).

§ 遵循酒店特定程序处理紧急情况（如疏散、医疗紧急情况、自然灾害）。

Maintain awareness of undesirable persons on property premises.

§ 对酒店内的不良人员保持警惕。

Support all co-workers and treat them with dignity and respect.

§ 支持所有同事，并尊重他们。

Policies and Procedures

政策和程序

Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

§ 确保制服、名牌和个人外表干净、卫生、专业，并符合公司政策和程序。

Follow company and department policies and procedures.

§ 遵守公司和部门的政策和程序。

Perform other reasonable job duties as requested by Supervisors.

§ 按照主管的要求履行其他合理的工作职责。

Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

§ 根据公司政策和程序保护公司工具、设备、机器或其他资产。

Protect the privacy and security of guests and coworkers.

§ 保护客人和同事的隐私和安全。

§ Maintain personal presentation to hotel and Marriott International & Sheraton Kaifeng Hotel Standards.

根据开封大宏喜来登及酒店标准保持个人仪表。

§ Apply Marriott International Harassment and Professional Conduct.

遵循万豪国际集团无骚扰政策及职业规范。

§ Abide by the Marriott International & Sheraton Kaifeng Hotel Ethical Conduct and Business Conduct Guide.

遵守万豪国际集团道德行为政策和业务行为指南。

§ Abide by the Marriott International & Sheraton Kaifeng Hotel Associates Handbook.

遵守万豪国际集团及开封大宏喜来登酒店员工手册