客房主管

job overview职位概述
· Supervise and inspect the work of assigned room and/or public area attendants to ensure product quality standards are met and that optimum service is provided to hotel guests according to hotel and company business objectives.
· 监督和检查分配给客房和公共区域服务生的工作，按酒店和公司业务目标确保符合产品的质量标准，为酒店客人提供卓越的服务。
 
At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:
Be charming by being approachable, having confidence and showing respect.
Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.
Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.
在洲际酒店及度假村®，我们希望宾客感觉风格独特、时尚现代和深入洞悉，这意味我们需要你：
亲切、充满自信、体现尊重来展现富有魅力的你。
理解和预测宾客的需要、做到细心周到、具主人翁精神、把事情办好，保持专注当下。
见多识广、分享阅历、展现你的风格来创造令人感觉特别的时刻，做到令人难忘。
Duties and Responsibilities工作职责
· Supervise the implementation of housekeeping standards and procedures in relation to:
· 监督客房部各项标准和工作程序的执行 ：
o Bedroom service
o 臥室服务
o Bathroom service
o 卫生间服务
o Valet service
o 洗衣服务
o Cleaning service
o 清洁服务
o Linen maintenance
o 布巾维护
· Recommended changes to these standards and training needs on an ongoing basis
· 就这些标准和培训需求提供持续性的改进建议。
· Maintain a current and thorough knowledge of all housekeeping systems
· 对客房部所有系统有最新和完整的知识。
· Open and close the shift and ensure effective shift hand over
· 负责管理接班和交班工作，以确保交接班过程的有效进行 。
· Distribution and collection of keys
· 分发和收集钥匙。
· Management of all incoming and outgoing calls
· 管理所有的呼入和呼出电话。
· Solve employee grievances
· 解决员工受到的不公正待遇问题。
· Perform Room allocations
· 分配客房
· Perform Room inspections
· 检查客房
· Prioritise arrival rooms
· 排列抵店客人客房的优先顺序。
· Liaise with Front Office for guest and hotel requirements
· 配合前台满足酒店和客人的要求。
· Ensure guest valet is processed and delivered in a timely manner
· 确保及时为客人提供洗衣服务并送还。
· Co-ordinate special projects (eg site rooms, vermin control, window and carpet cleaning, room inventories)
· 协调特别项目(如参观客房，除虫，窗户和地毯的清洁，客房供应量)。
· Manage all special requests made by guests
· 处理客人所有的特殊要求。
· Visit in-house guest, and collect guest profile and comments everyday
· 每天拜访住店客人，并收集客人的客史资料及客人意见书
· Ensure consistency within the department
· 确保部门内工作的一致性。
· Management of lost property for the hotel
· 管理酒店的遗失财物。
· Ensure you have complete knowledge of room types, layouts and facilities
· 确保具有客房类型，设计和设施的全面知识。
· Manage storage areas
· 管理仓库
· Maintain adequate stock levels
· 保存充足的用品存货。
· Complete stock takes as required
· 按要求完成库存盘点工作。
· Maintain stock levels
· 维持存货水平
· Conducts shift briefings to ensure hotel activities and operational requirements are known
· 进行交接班说明，确保了解酒店的工作和运营需求。
aCCOUNTABILITY责任范围
Number of employees supervised –
管理的员工 
Direct    Housekeeping Coordinator;  Public Area Attendant; Uniform Attendant
直接  客房部协调员,  公共区域保洁员
Indirect      N.A.
间接       无
 
 
Annual Operating Profit/Payroll Budget –
年度经营利润和薪金预算 
· N.A.
· 无             
Key Metrics –
主要绩效指标
· Cleanliness of Room and Public Area
· 客房和公共区域的整洁度
· Rate of Guest Room turnover
· 客房周转率
 
Decision Making Responsibilities (Decision Rights) –
决策职责(决策权)﹣
· Within the authority as assigned for Hotel Band 7 role
· 酒店职位7级所拥有职权范围
QUALIFICATIONS AND REQUIREMENTS任职要求
Required Skills –
技能要求 
· Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
· 拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。
· Able to speak, read and write English
· 具有说，读和写英语的能力。
· Proficient in the use of Microsoft Office
· 熟练使用微软办公软件
· Organizational and training abilities
· 具有组织和培训能力
 
Qualifications –
学历
· High School or Diploma in Hotel Administration, Hotel Management or equivalent
· 高中或酒店行政管理，酒店管理或相当的大专学历。
 
 
Experience –
经验
· 2 years housekeeping experience preferably in a hotel of similar size and complexity and including supervisory experience or training.  
· 最好拥有在相似规模酒店2年客房工作经验，包括的管理经验或培训经验。 
· Type and level of experience required may vary slightly based on size and complexity of operation
· 经验类型和程度的要求可能因运营规模和复杂性而略有不同。