楼层经理

job overview职位概述
· Assist in managing thehousekeeping and laundry operation to ensure product quality standards are metand that optimum service is provided to hotel guests according to hotel andcompany business objectives. Serve asExecutive Housekeeper in his/her absence.
· 协助管理客房部的日常工作，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。在行政管家缺席时代理其工作。
At Crowne Plaza®, we want our guests to feel able to do theirbest, achieve their goals and be recognized for their success. To help them we need you to stay One Step Aheadand:
Create confidence – by being an expert at what you do; by acting and looking the part and adapting your style to match your guests’ pace in all you do. Encourage success – by supporting and respecting your guests and their goals; by recognizing them and making them feel valued and important; and offering thoughtful choices to help them feel restored and balanced.
· Make it happen– by beingperceptive to your guests’ needs; by taking ownership for getting things doneand working seamlessly with others to help guests be successful.
在皇冠假日®酒店，我们希望感觉自己可以做到最好，能够达成他们的目标并因他们的成就而受到认可赞赏。为了帮助他们，我们需要您先行一步，用心服务并：
建立信任 – 成为您所在领域的专家；言行得体，随机应变，应宾客的需求提供量身定做式的服务。 鼓舞成就 – 尊重和了解宾客的需求和他们追求的目标，认可赞赏他们，确保宾客得到尊重和重视，并体验到他们的非凡地位。提供周详方案，令宾客轻松无忧。
· 梦想成真 – 观察预见宾客的要求和潜在需求，主动负责地达成宾客所需。善用资源，团队协作，尽力协助宾客获得成功。
Duties andResponsibilities工作职责
· Monitors Housekeeping personnelto ensure guests receive prompt and courteous service
· 监督客房部工作人员，确保客人得到及时和礼貌的服务。
· Monitor Housekeeping personnelto ensure rooms, and particularly those of priority members, known repeatguests and other VIP’s receive special attention
· 监督客房部工作人员，确保客房，特别是优悦会会员、熟客和其它贵宾的客房得到特别重视。
· Informs other operatingdepartments of Housekeeping matters, which concern notably the Front Office, toensure accurate room status, in addition to communicating with Engineering andthe Laundry
· 除与工程部和洗衣房进行沟通外，还要向其它业务部门，特别是确保前厅部了解准确的客房状况。
· Schedules routine inspectionsby supervisors, of all housekeeping areas including occupied and non-occupiedrooms
· 进行具体时间安排，由主管据此对所有客房区域，包括入住和未入住的房间进行日常视察。
· Inspects guest rooms in allHousekeeping areas on a regular basis to ensure furnishing, facilities andequipment are clean and in good repair, well maintained and replaced /refurbished as required
· 定期对所有客房区域进行视察，以确保家具、设施和设备按要求得到良好的清洁、修缮、保养和更换和整修。
· Appraise appearance, disciplineand efficiency of all staff under direct supervision and initiate immediateremedial 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。
· Follows up on progress ofagenda items covered in regular meetings
· 对日常会议上讨论的议程事项的进展程度进行跟进。
· Ensures Housekeeping personnelare familiar with in house facilities for the purpose of assisting guests
· 确保客房部工作人员熟悉酒店的各项内部设施，可以向客人提供各种协助。
· Maintains a steady flow ofcommunication to the Executive Housekeeper on all matters affecting theHousekeeping Department
· 坚持就影响客房部工作的各种问题向行政管家进行汇报 。
· Supervises outside contractorsto ensure contractual compliance
· 对外来承包商进行监督，以确保合同合规。
· Ensures that consumption ofguest supplies is under control
· 确保客用品的消耗得到控制。
· Assists in monitoring andcontrolling Housekeeping procedures including lost and found, key control,security and emergency procedures, health and safety for employees and guests
· 协助监督和控制客房部的相关工作程序，包括失物招领、钥匙管理、安全和紧急情况处理工作程序以及关于工作人员及客人健康和安全的规定。
· Works with the ExecutiveHousekeeper on routine cleaning programs including spring cleans, etc
· 与行政管家一起管理例行清扫活动，包括春季大清扫等。
· Acts on behalf of the ExecutiveHousekeeper in his / her absence as assigned
· 当行政管家缺席时代理其工作。
QUALIFICATIONSAND REQUIREMENTS任职要求
RequiredSkills –
技能要求
· Communication skills areutilized a significant amount of time when interacting with others;demonstrated ability to interact with customers, employees and third partiesthat 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。
· Good writing skills
· 具有良好写作技能
· Proficient in the use ofMicrosoft Office
· 熟练使用微软办公软件
· Problem solving, reasoning,motivating, organizational and training abilities
· 具有解决问题，推理，号召，组织和培训能力
· Strong Leadership skills inmanaging teams
· 在管理队伍中有很强的领导技能
Experience –
经验
· 3 years housekeeping experiencepreferably in a hotel of similar size and complexity and including supervisoryexperience.
· 最好拥有在相似规模酒店3年客房工作经验，包括的管理经验。
· Type and level of experiencerequired 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。