Floor Manager 楼层经理

Works with superior in the preparation and management of
the department’s budget.
协助上级准备和管理部门年度预算。
Assists in coordinating the preparation of the departmental
annual budget.
协助管理部门年度预算。
Assists in monitoring and controlling departmental cost on
an ongoing basis to ensure performance against budget.
协助督导部门成本管理确保达到预算要求。
Assists in the preparation of the hotel strategic plan,
goals program, and Housekeeping Departmental Budget.
协助准备酒店战略计划、目标计划和部门预算。
Responsible for the smooth, efficient and professional
operation of all Housekeeping areas.
负责维持客房稳定，高效及专业的运作。
Ensures that all procedures and policies are in place and
followed.
保证各项措施和政策都被知晓及应用。
Conducts audit and controls on a regular basis.
Communicates with accounting in case of any irregularities; and coaches and
counsels associates whenever appropriate.
经常检查审计，与财务密切沟通以免帐务的混乱，在必要时采取措施训导员工。
Ensures good communications between the departments.
保证各部门之间的良好沟通。
Strictly follows bank-out procedures and cash handling
procedures.
严格遵守银行程序和现金交易程序。
Ensure confidentiality of User Log-ins. Ensure that users
are logged out when leaving the area.
确保在用户登陆时的密码保密性，用户离开时应退出系统。
Train and develop associates to the highest possible
extent. Ensures that daily training is provided for technical, hospitality,
communication, management, and organizational skills.
培训发掘员工的长处，确保每日的培训是以技术，仪态，沟通，管理和组织能力等方面组成。
Leads by example Provides a high-quality service and
aggressive hospitality towards all customers.
给员工树立提供给所有客人热情、高质量服务的榜样。
Ensure that recognition programs for both guest and
associates are in place and working.
确保所有提供给客人及员工的系统都运作正常。
Controls cost effectively to meet budget guidelines. Has
control system in place for all controllable costs.
有效控制成本达到预算线，为所有可控制的成本制作成本控制系统。
Communicates with section heads about daily audits and
controls, so all are informed about proper procedures.
与客房部各个分部门经理协作，正确的进行每日审控。
Initiates additional tasks to improve existing procedures
and guest satisfaction
提供更多更高的服务提高客户满意度。
Resolves system problems and can operate the system
manually. Can lead the associate through a down time.
在系统出现问题时能人工处理，领导员工度过难关。
Initiates monthly meetings in the department. Attend
associate meeting, operations meetings, forecast meetings and sales strategy
meetings
举办部门月会。参加员工大会，营运会议及其他相关的部门会议。
Always in the scene of action during high traffic times to
assist the Housekeeping associates and to ensure smooth operations.
时常在现场帮助员工，确保酒店运营稳定。
Has plans and actions in place to meet goals and mission of
the company and the hotel.
为完成酒店的目标制定计划并付之行动。
Be well groomed and conform with the hotel’s dress code.
着装打扮符合酒店要求。
Be highly visible during extraordinary events.
熟知酒店重要宴会。
Be familiar with sales strategies; communicate daily with
reservation sales.
熟悉酒店销售战略，日常与预定销售良好沟通。
Develop a thorough knowledge about all brands in hotel
portfolio.
掌握酒店资产下所有品牌的知识。
Know all frequent customers and be familiar with their
special requests. Ensure that their needs are met.
熟知常客的喜好，并满足客人的特殊需要。
Be familiar with cultural differences and know correct
behavior for each culture. Also know the different protocols and etiquette.
熟悉了解各种文化的区别和正确行为，并且了解各种不同的礼仪礼节。
Be knowledgeable about all emergency plans and know how to
act upon them.
熟知酒店所有的紧急预案和执行程序。
Report any unusual occurrences immediately to the Executive
Housekeeper or Director of Rooms.
把所有不寻常的状况立即报告给行政管家或房务总监。
At all times strive to represent hotel in the most
professional and courteous manner.
随时保持酒店专业和热诚的待客之道。
Build and maintain positive relationships with all internal
customers and guests in order to exceed their needs.
建立和维持良好的宾客关系并提供超越顾客期望的服务。
Take action to address these needs in order to exceed their
expectations.
采取行动提供超越顾客期望的服务。
Create a positive hotel image in every interaction with
internal and external customers.
为内外部客人创造一个良好的酒店形象。
Adhere to hotel brand standards.
坚持酒店的标准。
Maintain a high level of product and service knowledge in
order to explain and sell services and facilities to guests.
建立和维护高水平的酒店产品和服务知识以便向客人解释和推荐酒店服务和产品。
Assist guests and escort them to locations within the hotel
at their request.
帮助客人和陪同客人到客人要去的酒店区域。
Maintain knowledge of special programs and events in the
hotel in order to recognize and respond to guests needs.
熟悉酒店的特殊活动和事件以便回答客人的询问。
Maintain current Hotel information to be able to provide
information to guests.
熟悉酒店最进的相关信息以便随时向客人提供问询。
Training and develop
to associates to the highest possible extent. Ensures that daily training is
provided for technical skills, hospitality, communication, management, and
organizational skills.
培训发掘员工的长处，确保每日的培训是以技术，仪态，沟通，管理和组织能力等方面组成。