JOB OVERVIEW職位概述
? Supervise and inspect the work of assigned room and/or public area attendants to ensure product quality standards are met and that optimum service is provided to hotel guests according to hotel and company business objectives.
監(jiān)督和檢查分配給客房和公共區(qū)域服務(wù)生的工作，按酒店和公司業(yè)務(wù)目標(biāo)確保符合產(chǎn)品的質(zhì)量標(biāo)準(zhǔn)，為酒店客人提供卓越的服務(wù)。
At Holiday Inn we want our guests to relax and be themselves which means we need you to:
? Be you by being natural, professional and personable in the way you are with people
? Get ready by taking notice and using your knowledge so that you are prepared for anything
? Show you care by being thoughtful in the way you welcome and connect with guests
? Take action by showing initiative, taking ownership and going the extra mile
在假日酒店?，我們希望賓客能盡情放松、做回自己，這意味著我們的團(tuán)隊(duì)成員要做到：
? 展現(xiàn)真我：在與他人接觸時(shí)真實(shí)自然、形象專(zhuān)業(yè)、積極樂(lè)觀
? 時(shí)刻準(zhǔn)備：注意觀察周?chē)氖挛?，運(yùn)用自己的知識(shí)，做好應(yīng)對(duì)任何事情的準(zhǔn)備
? 體現(xiàn)關(guān)愛(ài)：對(duì)賓客關(guān)切周到、熱誠(chéng)歡迎并與他們心意相通
? 積極行動(dòng)：積極主動(dòng)、盡職盡責(zé)并且要多做一步
DUTIES AND RESPONSIBILITIES工作職責(zé)
? Supervise the implementation of housekeeping standards and procedures in relation to:
監(jiān)督客房部各項(xiàng)標(biāo)準(zhǔn)和工作程序的執(zhí)行 ：
o Bedroom service
臥室服務(wù)
o Bathroom service
衛(wèi)生間服務(wù)
o Valet service
洗衣服務(wù)
o Cleaning service
清潔服務(wù)
o Linen maintenance
布巾維護(hù)
? Recommended changes to these standards and training needs on an ongoing basis
就這些標(biāo)準(zhǔn)和培訓(xùn)需求提供持續(xù)性的改進(jìn)建議。
? Maintain a current and thorough knowledge of all housekeeping systems
對(duì)客房部所有系統(tǒng)有完整的知識(shí)。
? Open and close the shift and ensure effective shift hand over
負(fù)責(zé)管理接班和交班工作，以確保交接班過(guò)程的有效進(jìn)行 。
? Distribution and collection of keys
分發(fā)和收集鑰匙。
? Management of all incoming and outgoing calls
管理所有的呼入和呼出電話。
? Solve employee grievances
解決員工受到的不公正待遇問(wèn)題。
? Perform Room allocations
分配客房
? Perform Room inspections
檢查客房
? Prioritise arrival rooms
排列抵店客人客房的優(yōu)先順序。
? Liaise with Front Office for guest and hotel requirements
配合前臺(tái)滿(mǎn)足酒店和客人的要求。
? Ensure guest valet is processed and delivered in a timely manner
確保及時(shí)為客人提供洗衣服務(wù)并送還。
? Co-ordinate special projects (eg site rooms, vermin control, window and carpet cleaning, room inventories)
協(xié)調(diào)特別項(xiàng)目(如參觀客房，除蟲(chóng)，窗戶(hù)和地毯的清潔，客房供應(yīng)量)。
? Manage all special requests made by guests
處理客人所有的特殊要求。
? Ensure consistency within the department
確保部門(mén)內(nèi)工作的一致性。
? Management of lost property for the hotel
管理酒店的遺失財(cái)物。
? Ensure you have complete knowledge of room types, layouts and facilities
確保具有客房類(lèi)型，設(shè)計(jì)和設(shè)施的全面知識(shí)。
? Manage storage areas
管理倉(cāng)庫(kù)
? Maintain adequate stock levels
保存充足的用品存貨。
? Complete stock takes as required
按要求完成庫(kù)存盤(pán)點(diǎn)工作。
? Maintain stock levels
維持存貨水平
? Conducts shift briefings to ensure hotel activities and operational requirements are known
進(jìn)行交接班說(shuō)明，確保了解酒店的工作和運(yùn)營(yíng)需求。
? Works with Superior and Human Resources on manpower planning and management needs
與上級(jí)領(lǐng)導(dǎo)和人力資源部一起進(jìn)行人力規(guī)劃和管理需求。
? Works with Superior Director of Finance in the preparation and management of the Department’s budget.
與上級(jí)領(lǐng)導(dǎo)和財(cái)務(wù)總監(jiān)一起編制和管理部門(mén)預(yù)算。
ACCOUNTABILITY責(zé)任范圍
Number of employees supervised –
管理的員工
Direct
Room Attendant; Florist; Housekeeping Coordinator; Room Valet; Housekeeping Order-Taker; Seamstress; House-person; Public Area Attendant; Uniform Attendant; Linen Room Attendant Supervisor
直接
客房服務(wù)生，花工， 客房部協(xié)調(diào)員，房務(wù)助理工，客房部文員，裁縫， 清潔 員， 公共區(qū)域保潔員， 制服房服務(wù)生， 布草房服務(wù)員，主管
Indirect
N.A.
間接
無(wú)
Annual Operating Profit/Payroll Budget –
年度經(jīng)營(yíng)利潤(rùn)和薪金預(yù)算
? N.A.
無(wú)
Key Metrics –
主要績(jī)效指標(biāo)
? Cleanliness of Room and Public Area
客房和公共區(qū)域的整潔度
? Rate of Guest Room turnover
客房周轉(zhuǎn)率
Decision Making Responsibilities (Decision Rights) –
決策職責(zé)(決策權(quán))﹣
? Within the authority as assigned for Hotel Band 7 role
酒店職位7級(jí)所擁有職權(quán)范圍
QUALIFICATIONS AND REQUIREMENTS任職要求
Required Skills –
技能要求
? Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
擁有在與他人交往時(shí)大多數(shù)時(shí)間所使用的溝通技能；完全代表酒店，品牌和公司與顧客，員工和第三方交往的能力。
? Able to speak, read and write English
具有說(shuō)，讀和寫(xiě)英語(yǔ)的能力。
? Proficient in the use of Microsoft Office
熟練使用微軟辦公軟件
? Organizational and training abilities
具有組織和培訓(xùn)能力
Qualifications –
學(xué)歷
? High School or Diploma in Hotel Administration, Hotel Management or equivalent
高中或酒店行政管理，酒店管理或相當(dāng)?shù)拇髮?zhuān)學(xué)歷。
Experience –
經(jīng)驗(yàn)
? 2 years housekeeping experience preferably in a hotel of similar size and complexity and including supervisory experience or training.
擁有在相似規(guī)模酒店2年客房工作經(jīng)驗(yàn)，包括的管理經(jīng)驗(yàn)或培訓(xùn)經(jīng)驗(yàn)。
? Type and level of experience required may vary slightly based on size and complexity of operation
經(jīng)驗(yàn)類(lèi)型和程度的要求可能因運(yùn)營(yíng)規(guī)模和復(fù)雜性而略有不同。
