楼层主管 Floor Supervisor

[岗位职责]
1.负责分管客房楼层的日常运营管理，督导客房服务员完成客房清扫、房间整理、迷你吧补给、物资配送等日常服务工作，保障客房卫生与服务达标。
2.巡查楼层作业情况，抽查客房清洁质量，监督服务员落实作业规范与服务礼仪，执行查房制度，及时整改服务与卫生偏差。
3.及时响应楼层宾客的即时需求与投诉，提供针对性服务，配合完成 VIP 客人的楼层接待工作。
4.管控楼层布草、一次性易耗品的库存与损耗，按时完成物资申领、盘点与补充，降低物资消耗。
5.组织班组班前会，传达酒店政策、当日重点工作任务与安全提示，开展班组员工的日常培训、排班与岗位考核。
6.配合完成客房房态核对、退房查房、开业前开荒清洁等筹备相关工作。
7.做好楼层设施设备问题的及时上报与跟进。
8.根据业务和酒店的需要，随时增加的其他职责和任务。
[Job Responsibilities]
1.Responsible for the daily operational management of assigned guestroom floors, supervising room attendants in completing routine services such as guestroom cleaning, room tidying, mini-bar replenishment, and material delivery, ensuring that room hygiene and service standards are met.
2.Conduct floor patrols to monitor work progress, spot-check room cleaning quality, supervise attendants in complying with operational procedures and service etiquette, enforce the room inspection system, and promptly rectify any deviations in service and hygiene.
3.Respond immediately to guests' on-floor requests and complaints, provide tailored services, and coordinate floor reception arrangements for VIP guests.
4.Manage inventory and wastage of linens and disposable consumables on the floors, complete material requisition, stock-taking, and replenishment in a timely manner, and minimize material consumption.
5.Organize pre-shift team briefings to communicate hotel policies, key tasks of the day, and safety reminders; conduct routine training, scheduling, and performance assessment for team members.
6.Assist in room status verification, check-out room inspections, pre-opening deep-cleaning preparations, and other related preparatory work.
7.Promptly report and follow up on any facility or equipment issues found on the floors.
8.Undertake any additional duties and tasks as assigned based on operational needs and hotel requirements.
[岗位要求]
1.高中 / 中专及以上学历，酒店管理相关专业优先。
2.2 年及以上高星级酒店客房楼层工作经验，1 年及以上楼层主管 / 领班管理经验，有酒店筹备开荒经验优先。
3.熟悉客房清洁全流程、服务标准，熟练操作客房管理相关系统。
4.具备良好的服务意识、突发事件应变能力与基础英语口语沟通能力。
5.责任心强、执行力高，能够带领班组高效完成工作任务，可接受筹备期轮班、加班安排。
6.年龄 50 周岁及以下，形象良好，无不良从业记录，身体健康。
[Job Requirements]
1.High school / secondary vocational school degree or above; preference for candidates with a background in Hotel Management or related fields.
2.Minimum 2 years of guestroom floor experience in a high-star-rated hotel, and at least 1 year of supervisory/team leader experience on the floors; preference for candidates with prior experience in hotel pre-opening and deep-cleaning preparations.
3.Familiar with full housekeeping procedures and service standards; proficient in operating room management-related systems.
4.Possess a strong sense of service, the ability to handle emergencies with flexibility, and basic English oral communication skills.
5.Strong sense of responsibility and high execution capability; able to lead the team to complete work tasks efficiently; open to shift rotations and overtime arrangements during the preparation phase.
6.Age 50 years or below, with a professional appearance, a clean employment record, and good physical health.