楼层主管

GENERAL MISSION 职责概述
To ensure the cleanliness of public areas, guestrooms, and ensure maximum guest satisfaction, adhering to the standard required by our hotel.
确保所有楼层公共区域、客房按饭店标准清洁，同时保证客人最大程度的满意。
To supervise Guest Service Assistants and inspect guest rooms and surround service areas. Paying attention to details by keeping the international standard of room cleanliness and product maintenance adhering to standard required by our hotel.
管理客房服务员并检查客房及环绕服务区域的卫生，注意从饭店的全局出发并根据要求建立国际化的卫生标准。
RESPONSIBILITIES AND MEANS 责任和方法
To report for duty punctually wearing the correct uniform and name badge at all times.
正确着工装和佩戴名牌上岗。
To provide a courteous and professional service at all times.
时刻提供礼貌和专业的服务。
To maintain good working relationships with your own colleagues, and all other departments.
与本部门及其他部门的同事保持良好的工作关系。
To have a complete understanding of and adhere to the hotel's policy relating to fire, hygiene, health and safety.
对饭店的规章制度、卫生、健康安全有明确的了解。
To carry out any other reasonable duties and responsibilities as assigned.
执行其它所赋予的任务。
To perform secondary duties as assigned by the EH and Floor manager。
执行行政管家及楼层经理所分配的其它次要的任务。
Greets and is courteous to all guest and colleagues, uses eye contact and always offers assistance.
对待所有客人和同事要彬彬有礼、热情，用眼睛交流并时刻提供帮助。
ADMINISTRATIVE RESPONSIBILITIES行政职责
To report on adverse guest comment as and when required.
必要时向上级报告客人的意见和批评。
To report and record Lost and Damaged items in the supervisor’s logbook.
在主管记录表上报告和记录丢失和损坏的物品。
To log daily events in the logbook and follow up on previous information reported by outgoing supervisor daily.
记录日常事件并跟进上一班主管的报告。
To prepare duty rosters all of Housekeeping Attendants.
安排服务员值班。
To replenish guest supplies and cleaning requirements weekly.
每星期申请客用消耗品和清洁用品。
To make requisition of chemicals supplies.
申请领取清洁剂。
TECHNICAL RESPONSIBILITIES 技术职责
1. To check Public Areas and guestrooms.
检查公共区域和客房的卫生。
2. To check all the guest rooms, VIP in-house, VIP arrival and long staying guests.
检查所有客房，重要客人的房间以及重要客人的到达，以及常住客人的房间卫生。
3. To prepare and issue room status report.
准备和发放房态表。
4. To report and follow up on repair and maintenance.
报告和跟踪维修和保养情况。
5. To document all daily activities and events such as guest complaints in the logbook.
记录日常所有的活动，例如客人的投诉等。
6. To attend to guest requests and complaints. Takes corrective action.
采用正确的方式处理客人的要求和投诉。
7. To assist in the inventory of guestroom linen.
协助客房布草的盘点。
8. Sees adequate storage of supplies inventory on assigned floors to safeguard against shortage or loss.
观察楼层布草的存储安全情况，以避免短缺和丢失。
9. Prepares supervisor’s report, accomplishes requisition from and maintenance work orders.
准备主管报告，完成维护工作需求。
10. Collects G.S.A.’s reports and keys for submission to service housekeeping office.
收集客房服务员工作报告和钥匙并将其上交到客房部办公室。
11. Reports and turns over any items left by guests to Lost & Found in-charge.
报告并上交任何客人的丢失物品。
12. Maintains high standards of cleanliness of all guest and service elevators.
保持客用电梯和员工电梯的高水平的卫生。
13. To check on the standard of "Turn down services".
检查夜床服务是否符合标准。
14. To liaise closely with Front Office regarding guestroom status.
与前台联系以保证房态的准确。
HUMAN RESOURCE RESPONSIBILITIES人事职责
Have a good relationship with all colleagues.
与同事保持良好的工作关系。
Be understanding, supportive, encouraging and helpful to all.
同事之间要相互理解，支持、鼓励和帮助。
RELATIONS 工作关系
Reports directly to Floor Manager
直接向楼层经理报告。
REPLACEMENT AND TEMPORARY MISSION 替代和临时责任
To be ready and responsible when assigned, to perform any other duties as required from time to time by the Management of the hotel.
无论店内或店外，执行管理层要求的其它相关责任和特殊计划。