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 Holiday Inn we want our guests to relax and be themselves which means we need you to:
• Be you by being natural, professional and personable in the way you are with people
• Get ready by taking notice and using your knowledge so that you are prepared for anything
• Show you care by being thoughtful in the way you welcome and connect with guests
• Take action by showing initiative, taking ownership and going the extra mile
在假日酒店®，我们希望宾客能尽情放松、做回自己，这意味着我们的团队成员要做到：
• 展现真我：在与他人接触时真实自然、形象专业、积极乐观
• 时刻准备：注意观察周围的事物，运用自己的知识，做好应对任何事情的准备
• 体现关爱：对宾客关切周到、热诚欢迎并与他们心意相通
• 积极行动：积极主动、尽职尽责并且要多做一步
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
臥室服务
o Bathroom service
卫生间服务
o Valet service
洗衣服务
o Cleaning service
清洁服务
o 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。
 Responsible for daily maintaining and the inspection of cleanliness , 。
负责公共区域日常的维修保养及卫生清洁的检查工作。
 Responsible for making out the cleaning plan regularly for public area and carry out the plans as EH confirmed .
负责公共区域周期清洁计划的制订并实施，并经行政管家批准后予以实施。
 Check on consumption and correct usage of equipment, cleaning and guest supplies, keep the cleaning equipment in good working condition.
控制清洁用品及客用品的消耗，保持机器处于良好的状态。
 Follow up the work of related maintaining of public of area in time and get right statue as soon as possible .
负责及时跟进公共区域的相关维修工作，尽快恢复正常状态。
 Follow up the work of pest contral.
跟进酒店杀虫工作。
 Check the work of flowers and plants .
负责检查有关鲜花植物工作。
 Follow up the work of cleaning the outsides wall .
跟进外墙清洗工作。
 Responsible for disposing the public area as demand .
根据要求负责公共区域的装饰布置工作。
• Works with Superior and Human Resources on manpower planning and management needs
与上级领导和人力资源部一起进行人力规划和管理需求。
• Works with Superior Director of Finance in the preparation and management of the Department’s budget.
与上级领导和财务总监一起编制和管理部门预算。
• Complete other tasks assigned by Superior.
完成上级领导分配的其他工作任务。
ACCOUNTABILITY责任范围
Number of employees supervised –
管理的员工
Direct Room Attendant; Florist; Housekeeping Coordinator; Room Valet; Housekeeping Order-Taker; Seamstress; House-person; Public Area Attendant; Uniform Attendant; Linen Room Attendant Supervisor
直接 客房服务生，花工， 客房部协调员，房务助理工，客房部文员，裁缝， 清洁 员， 公共区域保洁员， 制服房服务生， 布草房服务员，主管
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。