客房部经理/行政管家

1. Occupancy forecast 住房率预测
2. VIP/Group arrivals VIP及团队
3. Staffing 员工安排
4. Complaints (based on DM’s log)  客人投诉（据大堂副理的交接本）
5. Business for the day    当天的生意情况
6. Staff productivity (guestrooms cleaned per service associate)
   员工效率（每名员工每天的房间清洁量）
7. Public area condition    公共区域情况
 
1. Prepares monthly forecast for the housekeeping department and            coordinates with SM – Laundry for the monthly forecast for Laundry.
帮助准备每个月的客房部报表。
2. With fore casted business volume as basis, projects manning requirements to ensure maximum productivity.进行人员配备，确保最高生产力。
3. Attends P&L reviews and prepares rationale for variances in labor cost, printing and cleaning supplies, uniform/linen costs, stationery, cost per occupied room, etc.
参加盈收会议，并对基本支出，劳动力支出，印刷品支出，清洁剂支出，布草支出，文具支出及每间房间的成本费用等进行解释
 
Attends and reports all relevant activities of the department.
 参加并汇报部门内所有的运营情况。
 
Oversees/Administers Lost and Found procedures, ensuring that implementation level adheres to established guidelines.
直接汇报管理层有关失物的情况，并确保执行既定政策。
 
1. Prepares details of guestroom and cleaning supplies and equipment, uniforms, linen and flowers for the covered year.
协助准备并输入年度预算，了解当年的实际客房成本，清洁剂、机器、制服、布草、鲜花的消耗费用。
2. Provides labor needs details to HRD for incorporation in the labor cost budget.
协助根据人力资源要求来计算明年的劳动力预测。
 
Prepares CAPEX list with rationale, for approval. 准备资金支出表。
 
1. Linen Inventory – quarterly    布草盘点表—季度
2. Amenity Inventory – every other month  客用品盘点表—月
 Plans for additional amenities, extra beds and other equipment/supplies as called for by the volume of business.
协助计划管理额外的客用品，加床和客人需求的客用品。
  
1. Conducting quality inspections of public areas (at least 3 complete    rounds / day).
公共区域的质量检查(每天至少3次)。
2. Conducting quality inspections of guestrooms by spot checking 10    guestrooms per day, thrice a week; an average of 7-10 rooms per day).
每天至少抽查10间客房,一周3次,平均每天7-10间。
3. Together with HRD and linen/laundry, conducting quality inspection of all linen and uniform by randomly checking all items once in a quarter.
连同人事部、布草房/洗衣部，进行布草制服的季度抽查。
4. Conducting quality inspection of the heart-of-the-house areas on a random basis, quarterly.
后区的质量检查。
5. Preparing a quarterly cyclical cleaning schedule for the Service Leaders to implement together with the Associates.
帮助领班和服务员制定周期性清洁计划,并进行检查。
 
 
1. Conducts selection interviews. 参与员工面试。
2. Coordinates with the Human Resources Division on the process and guidelines.
员工的级别提升方面可提出建议。
3. Recommends candidates for vacancies to the Director of HR and Resident Manager based on interviews conducted.向人力资源部推荐空缺职位人选。
 
1. Ensures that training objectives and activities are aligned with operational objectives.  确保培训项目在部门执行。
2. Discusses training priorities with section heads, drafts/reviews training schedules for the month and authorizes activities.
决定每月培训计划并批准执行。
3. Coordinates with the HRM-Training in all matters pertaining to staff training and development.    配合人力资源部的培训。
4. Personally conducts/facilitates training activities in accordance with established targets.   亲自推动培训达到确定目标。
5. In coordination with the Training Department, oversees training sessions facilitated by section heads to ensure maintenance of quality of training.
配合培训部门，监督培训会议，确保培训质量。
 
1. Ensures the successful implementation of the program in the department.
确保计划在本部门顺利进行。
2. Coordinates with the HR Division/Director of Human Resources in identifying potential candidates.
配合人力资源部门辨别有潜力的候选人。
3. Recommends appropriate developmental programs.
推荐适当的发展计划。
 
1. Implements appropriate scheduling and duty roster management to ensure staff on duty at any given time corresponds with expected business volume.
帮助执行管理层的排班,并输入(根据每天的营业情况作出调整)并及时更改。
2. Proactively looks for ways to maximize the department’s output without compromising standards.   合理地最大化部门的工作效率。
 
1. Sets performance targets for all staff at the start of the performance period.
设立每个阶段的工作目标。
2. Monitors staff performance all throughout, ensures documentation of both positive and negative performance indicators in preparation for the formal performance review.
3. 不断地提醒并监督员工的行为规范,确保评估的正负结果与员工平时的表现一致。
4. Gives regular feedback to supervised staff on performance issues (both for the group as well as the individual).    适当给予员工反馈意见。
5. Conducts appraisal sessions for supervised staff and formally documents performance for the period using official forms, following authorized procedures and observing set timelines as disseminated by the Human Resources Division.
用正式的评估给员工做评估,按正规程序进行,在人力资源部的时限前及时进行评估。
 
1. Facilitating regular reorientation for the staff on rules and  regulations;
不断向员工重申规章制度。
2. Immediately communicating/updating staff on new rules/standards;
及时更新规章制度/标准
3. Continuously monitoring implementation of rules/standards;
执行监督新的政策/标准
4. Effecting coaching/counseling and, if necessary, disciplinary procedures when rules/standards are violated.
对违反规定的行为进行批评指导，如有必要，则按照程序处理。
 
1. Establishes procedures for controlling expenses and ensures that these are consistently implemented in all housekeeping sections.
建立成本控制的程序，并确保始终在客房部内贯彻实施。
2. Reviews monthly consumption of chemicals/supplies and other items incidental to operations.
协助检查每个月的清洁剂/客用品的费用。
3. Reviews linen par stocking every quarter and makes recommendations (for the approval of the RM/GM and Group Dir.of Rooms).
根据季度的布草储存记录向董事会/总经理/客房部提出建议
4. Reviews budget for flowers, chemicals and supplies vis-à-vis actual consumption; rationalizes and makes appropriate recommendations.
协助检查鲜花，清洁剂及客用品的预算及实际消耗量
 
1. Possesses full knowledge of emergency procedures.
全面了解紧急情况的处理程序。
2. Provides assistance to the Hotel Emergency Action Team (HEAT) during emergencies (drill or actual) by strictly adhering to specified procedures.
严格按照紧急程序，参加紧急事件演习。
3. Ensures that all supervised staff has full knowledge of emergency procedures and role of the section/department in handling such type of emergency.
帮助确保所有的领班及员工都全面了解部门内相关的紧急措施情况的规章制度及程序步骤。
4. Attends scheduled employee training and periodic reviews on Departmental responsibilities in case of emergencies and ensures supervised staff gives full attendance as well.
参加并组织员工培训，并阶段性复习部门若遇紧急情况时的各个岗位的职责，确保所有员工必须出席此类培训。
 
1. Ensures that all staff is aware of Lost and Found procedures at all times. 确保所有员工都了解失物的程序。
2. Ensures that all staff strictly follows required procedures at all times.
确保所有员工在任何时候都严格遵守失物的程序。
3. Ensures that all staff informs the Duty Manager and/or Security Department if valuables are left in the open.
确保所有的员工在发现重要物品遗留在房间内要通知大堂副理和保安部。
 
1. Ensures that all staff is aware of guidelines governing complaints handling.
确保所有员工都知道如何控制客人投诉的产生。
2. Encourages staff to make decisions at customer contact, and ensures staff is aware of the responsibility and established authority limits at all times.
鼓励员工与客人交流，确保员工了解自己的工作职责和权限。
 
Personally attends to all guest complaints immediately and initiates immediate resolution.   亲自解决客人的投诉。
 
 
1. Performs other duties as may be required by management from time to time.
执行完成管理层要求的其他工作任务。
2. Oversees and ensures proper maintenance of equipment in the area of assignment.
检查并确保所有区域的机器的维修保养。
 
1. Oversees and ensures timely reporting of malfunction or maintenance deficiencies to appropriate area.
检查并确保所有区域机器损坏及时报告。
2. Attends briefings, as required. 参加例会。
3. Maintains good relationships with colleagues and contributes to team spirit.
与同事建立良好的关系，并做出榜样作用。
4. Cooperates and coordinates with colleagues whenever necessary.
需要的时候要与同事沟通合作。
5. Interacts with other departments to provide additional or specialized guest services.   
与其他部门合作以保证客人的特殊需求。
 
1. Attends scheduled training activities.
 参加计划性的员工培训活动。
2. Participates actively in company-initiated employee activities.
参加酒店组织的员工活动。
 
Adheres to specified hygiene and personal appearance standards of the Resort.
坚持员工卫生及员工个人仪容仪表的标准。
 
Adheres to set procedures for attendance and timekeeping.
坚持会议等出席制度程序。
 
Adheres to the provisions outlined in the Employee Handbook, Disciplinary Code and Rules & Regulations.
坚持员工交接等规章制度。
 
1. Reduces waste materials and supplies by adhering to the Company’s guidelines on re-using and re-cycling.
减少材料及客用品的浪费，做好重复使用及重复利用。
2. Maintains clean and orderly work surroundings.保证周围工作环境的整洁。
3. Conserves water & energy by adhering to the environmental / energy conservation checklist for area.
节约水及能源，坚持填写节能检查表。
4. Participates in activities concerning the protection of the environment.
参与环境保护的行动。
5. Participates actively in the monitoring and planning for the continual improvement of the resort’s EMS.
积极参与对环境持续不断的改进的控制和计划。
6. Implements the identified Best Practices in the work area.
工作区域内贯彻实施最佳方案。
7. Assists the EMR in implementing the Environmental Policy.
协助执行环境政策。
8. Participates in the planning activities for the EMS through active involvement in the activities of the EMS-IC.
参与计划性的活动。
9. Identifies activities, products and services which has potential impact on the environment in own department; coordinates with the EMR in identification of aspects; immediately informs the EMR re-changes in his department’s activities/procedures, products used and services provided that may change the environmental aspects and impacts listing.
在本部门确定行动、产品、服务对环境产生的影响。
10. Trains/arranges the training of department staff to ensure they have sufficient competence to implement the EMS in their area..
培训部门员工，确保他们有足够的能力贯彻实施环境保护政策。
11. Determines needs for equipment & materials that would help the department staff implement the EMS in their area. Where a department head is assigned and accountable for the implementation of an environmental management program, the logistical review extends to the needs of other departments which may be involved in the implementation.
起带头作用，并持续改进环境保护工作的方法。
12. Implements the EMS in his own department.
13. 在本部门贯彻实施环保政策。
14. Monitors the implementation of the EMS in his own department, ensuring that non-adherence to the documented procedures are immediately recorded as a non-conformance such that proper analysis of cause and appropriate corrective/preventive action may be implemented.
监控环保政策在本部门的执行。
15. Sets individual objectives & targets for staff under his supervision that supports the general environmental objectives and targets.
在常规的环保目标之下为员工调整个别目标。
16. Establishes and maintains records of EMS implementation in the department.
在本部门建立和维护环保的记录。
17. Coordinates with the document controller to ensure that all documents and records kept in the department are updated/current.
协助文件管理员确保所有的文件和记录都是最新的。
18. Requests for changes in documentation as may be required to enhance the performance of the EMS in his own department.
如有需要，调整环保文件以提高执行力。
19. Verifies information kept as records to ensure these are accurate at all times.
检查信息，以确保它们在任何时候都是准确的。
20. Provides the EMR with relevant reports, as may be needed, to indicate performance of EMS in own department/function.
提供相关的环保报告，以显示环保政策在本部门的实施情况。
 
1. Practices the guiding principles in day-to-day interaction and actively encourages staff to do the same.
坚持按照指导原则开展工作，并每天鼓励员工也坚持按照指导原则开展工作。
2. Maintains the highest standard of professionalism, ethics and attitude towards clients and colleagues.
坚持专业化、高标准，对员工和客人有礼貌。