楼层主管

·
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 ：
¡ Bedroom service 臥室服务
¡ Bathroom service卫生间服务
¡ Valet service洗衣服务
¡ Cleaning service清洁服务
¡ Linen maintenance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。
·
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。
·
Appraise appearance, discipline
and efficiency of all staff under direct supervision and initiate immediate
remedial action if necessary
对所有直属下级的仪容仪表、守纪情况和工作效率进行评估。如有必要，可直接采取纠正措施。
·
May assist with deep cleaning
projects and/or assist housekeeping staff during high volume periods.
可能需要在高峰时段协助客房部员工工作，并协助大清洁项目。
·
Promote teamwork and quality
service through daily communication and coordination with key department heads.
通过与主要部门领导进行日常沟通和协作促进团队合作、提高服务质量。
·
Regularly communicates with staff
and maintains good relations
定期与员工交流思想，保持良好的员工关系。
·
Communicates to his/her superior
any difficulties, guest or internal customer comment and other relevant
information
与上级交流疑难问题，客人或内部客户的意见以及其它相关信息 。
·
Establishes and maintains
effective employee working relationships
与员工建立并保持良好的工作关系 。
·
Attends and participates in daily
briefings and other meetings as scheduled
按计划参加并参与每日例会及其它会议。
·
Attends and participates in
training sessions as scheduled
按计划参加培训活动 。
·
Implements the hotel and
department regulations, policies and procedures including but not limited to:
实施酒店和部门的规定、政策和工作程序，包括但不限于：
o
House Rules and Regulation酒店的规则和规定
o
Health and Safety健康和安全
o
Grooming仪表仪容
o
Quality 质量
o
Hygiene and Cleanliness 卫生和清洁
·
Respond to guest complaints and
ensure corrective action is taken to achieve complete guest satisfaction.
对宾客的投诉予以回应，确保采取相应的行动予以解决或改正，确保宾客对此感到满意。
·
Perform other duties as assigned.
完成其它分配的任务。