楼层经理

1. General / Technical Knowledge
基本/专业知识
1) To have complete knowledge of the hotel’s Quality Standards, Service Standards and Group Specifications.
掌握酒店的质量标准、服务标准和集团规范。
2) To have complete knowledge of hotel’s Programmes ,e.g.Guest History.
掌握酒店知识技能，如客史资料。
3) To have complete knowledge of hotel’s standard operating policies and procedures.
掌握酒店的标准操作政策和程序。
4) Notes, collects and actions on any guests’ preferences.
记录、收集客人喜好，并付诸实践。
5) Ensures all interactions with guests are handled professionally and with care adhering to hotel’s policies and procedures.
根据酒店政策和程序，确保对所有客人提供专业的服务和沟通。
6) Maintains and enforces all quality, service standards and procedures for Housekeeping Service.
坚持和执行所有客房部质量与服务的标准和程序。
2. People Management
人员管理
1) Organization/Manning
组织结构/人员配备
• Prepares duty roster for all floor staff according to local requirements and forecasted occupancy.
根据当地的实际要求和预计入住率给所有楼层员工排班。
2) Training/Development
培训/发展
• Personally conducts training as required and on a regular basis.
按要求定期给员工做培训。
• Monitors the implementation and progress of various training programmes on their effectiveness.
监察各种培训计划执行和进展情况。
3) Working Environment
工作环境
• Creates a positive and highly motivated working environment that promotes and develops communication tools and develops teamwork.
创建一个积极的和有活力的工作环境，促进和发展沟通渠道和团队精神。
• Utilizes and develops communication tools and channels for the dissemination of information and workflow in all sections.
利用和发展交流工具和渠道传达信息和分配工作。
3. Operational Processes
运作流程
1) Ensures regular preventive maintenance and general cleaning are carried out in the room and corridors.
确保所有房间和走廊定期的预防性维修和全面清洁按时进行。
2) Supervises daily room assignments.
监督每日房间分配。
3) Inspects all VIP rooms, guest floors, floor pantries and other areas daily.
每日检查所有贵宾房、楼层工作间和其它区域。
4) Ensures proper care and use of equipment carts and baskets.
确保设备、推车和篮子的适当使用。
5) Maintains high cleaning standards on all floors.
保持所有楼层的清洁高标准。
6) Checks on maintaining proper par stocks for linen, cleaning and guest room supplies.
定期检查，保证适当的布草、清洁用品、客用品库存量。
7) Carries out checks on inventories with regards to linen and guest room supplies.
检查库存的布草和客用品。
8) Coordinates the maintenance of Carpets and Upholstery.
协调地毯和其他可防设施的维修。
4. Administration
行政管理
1) Ensures supplies are ordered as per usage factor and projected occupancies.
确保按照消耗系数和预计住房率定购物品。
2) To constantly instill ownership in staff to maximize Rooms profit.
强调员工主人翁精神，使客房利润最大化。
3) Prepares budget for Capex, administrative, training, employee relations and welfare.
制定预算，包括资本性支出、行政支出、培训费用、员工关系、福利。
5. Health, Hygiene, Safety and Security
健康、卫生、安全
1) Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines.
确保了解职业健康卫生政策和程序的内容，确保所有程序的得以安全执行且符合职业健康卫生指导方针。
2) Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures.
有责任关心和执行与职业，卫生和安全相关的立法，政策和程序。
3) Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly.
熟悉酒店安全，急救，消防措施，紧急程序和设备的安全操作。
4) Initiate action to correct a hazardous situation and notify supervisors of potential dangers.
主动采取措施缓解危机情势，并将潜在的危险汇报给上级。
5) Log security incidents and accidents in accordance with hotel requirements.
依照酒店要求记录安全事故和意外事件。
6. Food Safety and Hygiene
食品安全与卫生
Every one employed at hotel has a responsibility towards Food Safety within her/his working area, whether it be through record keeping, safe food preparation, storage and service, training monitoring ,communication, facilitating or improve Food Safety practice.
每一个受雇于酒店的人有责任对她/他的工作区域内的食品安全,无论是通过记录、安全食品制备、存储和服务、训练监控、沟通、促进或提高食品安全实践。