BASIC FUNCTION基本職責(zé)
The Director of Rooms has overallresponsibility for the cleanliness of assigned areas in the hotel, for anefficient operation of the front office & housekeeping department, as wellas Floor/Laundry/Health Club / Chrild Recreation, including but not limited tostorage, inventory, cost-control, personnel management. Additionally, she/he isresponsible for associate’s morale, a guest focused hospitality, brandstandards compliance, to develop a well-trained staff with high morale andloyalty，achieving ofbudgetary goals and inter-departmental relations.
房務(wù)總監(jiān)要對(duì)酒店總體上的前廳部和客房部的營(yíng)運(yùn)效率負(fù)責(zé)，包括酒店樓層/公共區(qū)域/洗衣房/健身中心/親子中心/倉(cāng)庫(kù)、盤(pán)點(diǎn)、成本控制的個(gè)人管理。額外的還需要在員工中建立民心，對(duì)于客人的熱情度，依照酒店的品牌標(biāo)準(zhǔn)，培養(yǎng)具有高士氣和忠誠(chéng)的員工，努力達(dá)到預(yù)期目標(biāo)和部門(mén)內(nèi)的溝通。
DUTIES AND RESPONSIBILITIES 職責(zé)和義務(wù)
Responsible for the day-to-day operationsof the departments and areas directly under his control:
對(duì)直屬他管理下的部門(mén)和區(qū)域的日常運(yùn)作有管理的責(zé)任.
(a)??Front Office??前廳部
1.?Reviews the overall functioningof the front office and coordinates with Sales to ensure a healthy occupancy.全面的檢查前廳部的職能并與銷售部協(xié)調(diào)保證酒店良好的入住率。
2.?Reviews with the departmenthead the performance and training of front office staff.
與部門(mén)領(lǐng)導(dǎo)復(fù)查前廳部員工的表現(xiàn)和培訓(xùn)。
3.?Co-ordinates between FrontOffice and Lobby, Front Office and Housekeeping to ensure efficient service toguests.????? ? ??? ?????????????????????????????????????????? ??????
協(xié)調(diào)前廳和大堂, 前廳和客房部, 以保證向客人提供高效的服務(wù)。
4. Attends weekly departmentalmeetings and follows-up important points raised during the meeting.???????????????????????????????????????????????????? ?????????????????????????????????? ?
出席每周的部門(mén)會(huì)議, 在會(huì)議過(guò)程中提出重點(diǎn)。
5.?Periodically reviews systemsand methods in the Front Office and suggests improved methods.??????????????????? ?????????????????????????????????????
定期對(duì)前廳部的系統(tǒng)和方式進(jìn)行復(fù)查并提出改進(jìn)方法。
6.?Co-ordinates between thetelephone department and the telephone company for
efficienttelephone service.???????????? ????????? ????????????????????????
協(xié)調(diào)電話接線部門(mén)與電話公司關(guān)系, 提供高效的電話服務(wù)。???????????
7.?Receive and investigate queriesand complaints from hotel guests, management staff and front office personnel,and effectively rectify the problems and complaints
接到從酒店客人，管理層及前臺(tái)的投訴時(shí)，立即采取行動(dòng)解決投訴。
8.? Interacts with guests to obtainfeedback on product quality and service levels.
從客人處得到反饋關(guān)于產(chǎn)品質(zhì)量和服務(wù)水準(zhǔn)。
9.? Empowers associates to provideexcellent customer service.
確保員工提供給客人優(yōu)質(zhì)服務(wù)。
10.?Observes service behaviors ofassociates and provides feedback.
員工的表現(xiàn)和提供反饋意見(jiàn)。
11.?Reviews guests comments and GSCresults with associates, participates in the development and implementation ofcorrective action plans.
與員工分向客人的意見(jiàn)和GSC的結(jié)果，做出發(fā)展和糾正的行動(dòng)計(jì)劃。
12.?Sustains a work environmentthat focuses on fair and equitable treatment and associates satisfaction toenable business success.
創(chuàng)建良好的工作環(huán)境使員工更滿意從而更努力為酒店創(chuàng)造良好收益。
13.?Ensure all areas are properlymanned in accordance with the business demand, staffing schedules and workassignments are efficiently handled.
根據(jù)收益要求，確保所有區(qū)域根據(jù)要求完成任務(wù)。
14.?Foster good coordination,harmonious and effective communication within the housekeeping department and withother departments.
在部門(mén)內(nèi)和其他部門(mén)都需要保持良好的協(xié)調(diào)與溝通關(guān)系。? ? ? ? ? ? ? ? ? ? ? ??
(b)????Housekeeping???客房部
1.?Reviews the overall functioningof the department ensuring optimum guest comfort and room cleanliness.??????????????????????????????? ?????????????????????????????????? ?
全面檢查部門(mén)的各項(xiàng)功能, 以最適宜的方法保證客人舒服和客房的清潔.。
2.?Co-ordinates betweenHousekeeping and Laundry and between Housekeeping and Engineering in overallsmooth running of essential guest service.??????????????
在基本對(duì)客服務(wù)的流水操作中對(duì)客房部與洗衣房, 以及客房部與工程部進(jìn)行協(xié)調(diào)。
3.?Attends weekly departmentalmeetings and follow-up on the problems discussed.??
出席每周的部門(mén)會(huì)議并后續(xù)討論過(guò)的問(wèn)題。
4.?Maintains proper control overlost and found articles and exercises strict vigilance over maintenance ofrecords. Takes personal charge of guest correspondence on lost and found cases.?????????????????????????????????????????????? ?????????? ?
適當(dāng)?shù)木S持和控制失物招領(lǐng)文件及物件并嚴(yán)格注意保持記錄. 由客人支付失物招領(lǐng)的相關(guān)費(fèi)用。
5.?Supervises and authorizes allitems to be discarded in the Housekeeping.
監(jiān)督并批示所有客房部丟棄的物品。
6.?Ensure all staff in thehousekeeping department is aware of all hotel emergency, safety and pestcontrol procedures.
確保部門(mén)所有員工都熟知酒店的緊急，安全和除蟲(chóng)的流程。
7.?Participates in departmentalmeetings and continually communicates a clear and consistent message regardingthe departmental goals.
參與部門(mén)會(huì)議，持續(xù)溝通，同一部門(mén)的目標(biāo)。
8.?Conduct Self Brand StandardAudit in all housekeeping areas on a quarterly basis, using the Brand StandardAudit checklist.
每季做好客房區(qū)域的檢查，使用品牌審查的列表。
9.?Monitor and check the suppliesin all storerooms and ensures accurate inventories are taken as required.
檢查倉(cāng)庫(kù)的配品確保被合理使用。
10. Check weekly the hotel floor pantries and ensure supplies are not under/overstocked and that they areclean and tidy.
每周檢查酒店的工作間保持清潔用品的備量及工作間保持干凈。
11. Review operating statements andcritique unusual results. Make all possible efforts to meet the budgeted goals.
閱讀營(yíng)運(yùn)報(bào)表是效率達(dá)到預(yù)算目標(biāo)。
12. Ensure all punch lists arecompleted with the time frame specified. Be proactive and have goodcoordination with the Engineering Department.
保證所有的檢查表被及時(shí)更新的并且和工程部保持良好協(xié)調(diào)關(guān)系。
13. Act on all decisions and programsdecided on by the General Manager. Ensure policies and procedures of the departmentare strictly followed.
對(duì)于總經(jīng)理的決定要立刻行動(dòng)，并且保證所有的規(guī)定被嚴(yán)格遵守。
14.?Ensure that Executive/Asst.Housekeeper follow their job descriptions; monitor / evaluate their performanceregularly. Follow strictly all hotel and department policies and procedures tobe able to perform duties and responsibilities efficiently and effectively.
保證部門(mén)員工遵守他們的工作職責(zé)，關(guān)注并對(duì)他們的工作表現(xiàn)進(jìn)行經(jīng)常性的評(píng)估。
15. Follow strictly all hotel anddepartment policies and procedures to be able to perform duties andresponsibilities efficiently and effectively.
遵循并有效執(zhí)行酒店及管理層制定的政策及操作流程。
16. Make recommendations onprocedures to be adopted, personnel and equipment required to the Director of Rooms.Develop and implement programs designed to improve the efficiency of theoperations along with increased guest satisfaction.
提出一些關(guān)于房務(wù)部人員、設(shè)備方面可采用的建議。制定和實(shí)施旨在改進(jìn)營(yíng)運(yùn)有效性和提高賓客滿意度的操作。
(c)? ?Laundry?洗衣房
1.?Constantly reviews thefunctioning of the department ensuring clean laundry to guests?and otherdepartments.
經(jīng)常檢查部門(mén)的功能運(yùn)作情況以保證為客人和其他部門(mén)提供干凈的洗衣房。
2.??Co-ordinates between Laundryand Housekeeping; Laundry and Engineering to avoid delay in servicing guests.? ???????????? ?????????????????????????????????????????????????? ??
協(xié)調(diào)洗衣房與客房部, 洗衣房與工程部關(guān)系, 以避免延誤為客人的服務(wù)。
（d）Parent-childCenter? 親子中心
1.??Provide a safety and comfortableenvironment for the guests of the Parent-child Center, and enhance the customerexperience through standard services and entertainment activities.
為親子中心客人提供安全、舒適的環(huán)境，并通過(guò)標(biāo)準(zhǔn)服務(wù)與娛樂(lè)活動(dòng)提升客戶體驗(yàn)。
2.?Regularly coordinate andarrange personnel to be responsible for the cleaning and sanitation of thechildren's play facilities at the Parent-Child Center.??????????? ???????????????
定期協(xié)調(diào)和安排人員負(fù)責(zé)親子中心兒童游樂(lè)設(shè)施的清潔衛(wèi)生。
3.?Regularly inspect the safety ofchildren's play facilities and toys in the family education center.?
定期檢查親子中心兒童游樂(lè)設(shè)施和玩具的安全性。
4.??Keep a close eye on thereal-time updates of the parent-child center. In case of any emergency, handleit promptly.???????? ??????? ?????????????????????????????????????????? ?
實(shí)時(shí)關(guān)注親子中心的動(dòng)態(tài)，如遇到突發(fā)狀況，及時(shí)處理。
(e) ?Management of the Animal Park 動(dòng)物樂(lè)園管理
1.?Establish an animal managementteam, with dedicated personnel in charge and the Director of Rooms supervising.?設(shè)立動(dòng)物管理小組，由專人負(fù)責(zé)，房務(wù)總監(jiān)監(jiān)管。
2.?The daily management of animalsincludes feeding, cleaning, health observation, maintenance of animalplayground facilities, etc., and corresponding checklists and procedures shouldbe formulated.???????????? ?????????????????????????????????????????????????? ?
對(duì)動(dòng)物的日常管理包括喂食、清潔、健康觀察、動(dòng)物樂(lè)園設(shè)施維等，制定相應(yīng)檢查表和流程。
3.??Ensure the safety of animalsand guests, prevent animals from escaping or attacking, and abide by localregulations, such as wildlife protection laws.???
確保動(dòng)物和客人的安全，防止動(dòng)物逃逸或攻擊，同時(shí)遵守當(dāng)?shù)胤ㄒ?guī)，比如野生動(dòng)物保護(hù)法。
4.??Formulate an emergency responseplan for animal management. Include the handling procedures for cases whereanimals fall ill or escape. ???????????? ???????????????????????????????????????
制定動(dòng)物管理應(yīng)急預(yù)案。如動(dòng)物生病或逃逸的處理流程等。
JOB SPECIFICATION工作要求
1.?5
years or above Housekeeping management experience, preferably in hotel
industry.
5年或以上客房部管理經(jīng)驗(yàn)，有酒店經(jīng)驗(yàn)者優(yōu)先。
2.?Pleasant
character with good inter-personal communication skills.
性格外向，良好的溝通和人際交往能力。
3.?Thorough
knowledge on guestroom and public area cleaning procedures and products.
具備客房和公共區(qū)域清潔的流程專業(yè)知識(shí)。
4.?Thorough
knowledge in the proper use and maintenance of all housekeeping equipment.
對(duì)于客房部設(shè)施設(shè)備的使用維修和保養(yǎng)的知識(shí)。
5.?Extensive knowledge of Laundry/Dry cleaning,? Linen/Uniform Room and Health
Club/Recreation operations and management.
有專業(yè)的知識(shí)對(duì)于洗衣干洗制服間和健身房的營(yíng)運(yùn)和管理。
6.?College Above
大專以上學(xué)歷。
7.?The hotel business functions
seven days a week, 24 hours a day. All associates must realize this fact
and be aware that at all times it may be necessary to move associates from
their accustomed shift as business demands.
須明了酒店是每周七天、每天二十四小時(shí)運(yùn)轉(zhuǎn)的行業(yè)。因應(yīng)工作需要，休息日不保證在周末，上班的班次和休息日會(huì)隨時(shí)跟著運(yùn)營(yíng)相應(yīng)調(diào)動(dòng)。
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