BASIC FUNCTION基本職責
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.
房務總監(jiān)要對酒店總體上的前廳部和客房部的營運效率負責，包括酒店樓層/公共區(qū)域/洗衣房/健身中心/親子中心/倉庫、盤點、成本控制的個人管理。額外的還需要在員工中建立民心，對于客人的熱情度，依照酒店的品牌標準，培養(yǎng)具有高士氣和忠誠的員工，努力達到預期目標和部門內(nèi)的溝通。
DUTIES AND RESPONSIBILITIES 職責和義務
Responsible for the day-to-day operationsof the departments and areas directly under his control:
對直屬他管理下的部門和區(qū)域的日常運作有管理的責任.
(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.
與部門領導復查前廳部員工的表現(xiàn)和培訓。
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。
4. Attends weekly departmentalmeetings and follows-up important points raised during the meeting.???????????????????????????????????????????????????? ?????????????????????????????????? ?
出席每周的部門會議, 在會議過程中提出重點。
5.?Periodically reviews systemsand methods in the Front Office and suggests improved methods.??????????????????? ?????????????????????????????????????
定期對前廳部的系統(tǒng)和方式進行復查并提出改進方法。
6.?Co-ordinates between thetelephone department and the telephone company for
efficienttelephone service.???????????? ????????? ????????????????????????
協(xié)調(diào)電話接線部門與電話公司關系, 提供高效的電話服務。???????????
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，管理層及前臺的投訴時，立即采取行動解決投訴。
8.? Interacts with guests to obtainfeedback on product quality and service levels.
從客人處得到反饋關于產(chǎn)品質量和服務水準。
9.? Empowers associates to provideexcellent customer service.
確保員工提供給客人優(yōu)質服務。
10.?Observes service behaviors ofassociates and provides feedback.
員工的表現(xiàn)和提供反饋意見。
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和GSC的結果，做出發(fā)展和糾正的行動計劃。
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。
14.?Foster good coordination,harmonious and effective communication within the housekeeping department and withother departments.
在部門內(nèi)和其他部門都需要保持良好的協(xié)調(diào)與溝通關系。? ? ? ? ? ? ? ? ? ? ? ??
(b)????Housekeeping???客房部
1.?Reviews the overall functioningof the department ensuring optimum guest comfort and room cleanliness.??????????????????????????????? ?????????????????????????????????? ?
全面檢查部門的各項功能, 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.??????????????
在基本對客服務的流水操作中對客房部與洗衣房, 以及客房部與工程部進行協(xié)調(diào)。
3.?Attends weekly departmentalmeetings and follow-up on the problems discussed.??
出席每周的部門會議并后續(xù)討論過的問題。
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?shù)木S持和控制失物招領文件及物件并嚴格注意保持記錄. 由客人支付失物招領的相關費用。
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.
確保部門所有員工都熟知酒店的緊急，安全和除蟲的流程。
7.?Participates in departmentalmeetings and continually communicates a clear and consistent message regardingthe departmental goals.
參與部門會議，持續(xù)溝通，同一部門的目標。
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.
檢查倉庫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.
閱讀營運報表是效率達到預算目標。
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更新的并且和工程部保持良好協(xié)調(diào)關系。
13. Act on all decisions and programsdecided on by the General Manager. Ensure policies and procedures of the departmentare strictly followed.
對于總經(jīng)理的決定要立刻行動，并且保證所有的規(guī)定被嚴格遵守。
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.
保證部門員工遵守他們的工作職責，關注并對他們的工作表現(xiàn)進行經(jīng)常性的評估。
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.
提出一些關于房務部人員、設備方面可采用的建議。制定和實施旨在改進營運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)常檢查部門的功能運作情況以保證為客人和其他部門提供干凈的洗衣房。
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, 洗衣房與工程部關系, 以避免延誤為客人的服務。
（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，并通過標準服務與娛樂活動提升客戶體驗。
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)和安排人員負責親子中心兒童游樂設施的清潔衛(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設施和玩具的安全性。
4.??Keep a close eye on thereal-time updates of the parent-child center. In case of any emergency, handleit promptly.???????? ??????? ?????????????????????????????????????????? ?
實時關注親子中心的動態(tài)，如遇到突發(fā)狀況，及時處理。
(e) ?Management of the Animal Park 動物樂園管理
1.?Establish an animal managementteam, with dedicated personnel in charge and the Director of Rooms supervising.?設立動物管理小組，由專人負責，房務總監(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.???????????? ?????????????????????????????????????????????????? ?
對動物的日常管理包括喂食、清潔、健康觀察、動物樂園設施維等，制定相應檢查表和流程。
3.??Ensure the safety of animalsand guests, prevent animals from escaping or attacking, and abide by localregulations, such as wildlife protection laws.???
確保動物和客人的安全，防止動物逃逸或攻擊，同時遵守當?shù)胤ㄒ?guī)，比如野生動物保護法。
4.??Formulate an emergency responseplan for animal management. Include the handling procedures for cases whereanimals fall ill or escape. ???????????? ???????????????????????????????????????
制定動物管理應急預案。如動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，有酒店經(jīng)驗者優(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。
4.?Thorough
knowledge in the proper use and maintenance of all housekeeping equipment.
對于客房部設施設備的使用維修和保養(yǎng)的知識。
5.?Extensive knowledge of Laundry/Dry cleaning,? Linen/Uniform Room and Health
Club/Recreation operations and management.
有專業(yè)的知識對于洗衣干洗制服間和健身房的營運和管理。
6.?College Above
大專以上學歷。
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、每天二十四小時運轉的行業(yè)。因應工作需要，休息日不保證在周末，上班的班次和休息日會隨時跟著運營相應調(diào)動。
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