喜來登(Sheraton)酒店房務(wù)部助理管家崗位職責(zé).doc

Sheraton Jiangyin HotelJob Description江陰黃嘉喜來登集團(tuán)酒店崗位職責(zé)Position: Assistant HousekeeperGrade:5職位：助理管家級(jí)別：5Department: HousekeepingDivision: Rooms Division部門：管家部隸屬：房務(wù)部Report to: 管轄： 上級(jí)：行政管家,行政助理管家Prepared by: General ManagerApproved by:擬稿：總經(jīng)理批準(zhǔn)：Job Summary:Responsible for the daily activities on the guest floors and in Public Areas during shift, by supervising the Supervisor and associates in these areas.崗位概述：當(dāng)班時(shí)監(jiān)督樓層主管及服務(wù)員負(fù)責(zé)樓層及公共區(qū)域工作。Duties & Responsibilities:1. Work closely with the Reception to ensure correct room status at all times.2. Check the staff duty conditions, assign floors, tasks and duties to Room Attendants and Supervisor3. Ensure highest standard of cleaning by constantly circulating all areas involved, providing support and coaching 4. Ensure guest privacy is respected when DND status displayed5. Supervise turndown service6. Responsible for strict key control7. Inspect regularly guestroom corridors and public areas8. Report maintenance issues promptly to Engineering9. Ensure compliance of Lost &Found procedures10. Keep floor linen rooms neat and tidy11. Assist Executive Housekeeper in supervising the overall operation of Housekeeping 12. Ensure that all occupied rooms are serviced daily13. Ensure that all Public Areas are cleaned regularly14. Ensure that Do Not Disturb procedure is followed at all times15. Responsible for adequate stocking of floor linen rooms at all times16. Check on consumption and correct usage of equipment, cleaning and guest supplies, keep the cleaning equipment in good working condition.17. Ensure smooth running of the Housekeeping office18. Supervise work operations of the unit/ outlet19. Monitor productivity of the unit20. Prevent and resolve grievances21. Resolve disputes22. Discipline staff when necessary23. Check Housekeeping associates grooming, personal hygiene and appearance24. Assist with the preparation of associate duty roster25. Assist with maintaining up-to-date staff records 26. Facilitate multiskilling27. Assist with staff training and development28. Conduct staff performance appraisals29. Provide ongoing advice and support to staff under your supervision30. Supervise staff performance31. Deliver high quality service to guests32. Ensure guest needs and reasonable requests are met33. Seek opportunities to continually improve guest service, by reporting guest comments 34. Take appropriate action to resolve guest complaints35. Promote the hotel and Sheraton products and services36. Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests37. Adhere to the hotels security and emergency policies and procedures38. Log security incidents and accidents in accordance with hotel requirements39. Adhere to hotel cleaning and maintenance programs40. Ensure a high level of cleaning is maintained in your work area41. Ensure all reporting and servicing deadlines are met on a timely basis42. Carry out other tasks as directed by your supervisors職責(zé)義務(wù)：1. 與前臺(tái)密切合作,隨時(shí)確保正確的客房狀態(tài)。2. 檢查員工工作情況， 安排樓層主管和服務(wù)員工作。3. 隨時(shí)監(jiān)督指導(dǎo)客房服務(wù),確保高標(biāo)準(zhǔn)的清潔， 為員工提供支持和培訓(xùn)4. 確保“請勿打擾”狀態(tài)時(shí)客人的隱私得到尊重5. 監(jiān)督夜床服務(wù)6. 負(fù)責(zé)嚴(yán)格的鑰匙領(lǐng)取程序7. 例行檢查客房,走廊和公共區(qū)域8. 即時(shí)向工程部報(bào)告維修申請9. 確保遵循失物招領(lǐng)程序10. 保持樓層布草房的整潔11. 協(xié)助行政管家管理客房的全部運(yùn)行12. 確保所有的住客房間每天得到服務(wù)13. 確保所有的公共區(qū)域得到例行清潔14. 確保隨時(shí)遵循”請勿打擾”程序15. 負(fù)責(zé)樓層布草房隨時(shí)有充足的存貨16. 控制清潔用品及客用品的消耗，保持機(jī)器處于良好的狀態(tài)。17. 確保客房辦公室正常運(yùn)作18. 指導(dǎo)部門的工作運(yùn)行19. 監(jiān)督部門工作效率20. 避免和調(diào)解抱怨21. 解決爭端22. 必要時(shí)以紀(jì)律約束員工23. 檢查員工個(gè)人儀表及衛(wèi)生24. 協(xié)助準(zhǔn)備員工排班表25. 穩(wěn)定員工，控制流失率26. 鼓勵(lì)員工掌握多技能27. 協(xié)助員工的培訓(xùn)和發(fā)展28. 建立員工表現(xiàn)評估29. 給予所管轄的員工以不斷的建議和支持30. 指導(dǎo)員工表現(xiàn)31. 向客人提供優(yōu)質(zhì)服務(wù)32. 確保客人需求和合理要求被滿足33. 不斷地尋找機(jī)會(huì)發(fā)展對客服務(wù)34. 采取合適的行動(dòng)解決客人的抱怨35. 促銷酒店與喜來登的產(chǎn)品與服務(wù)36. 維持對產(chǎn)品和服務(wù)的高度了解以便于向客人解釋和銷售服務(wù)與設(shè)施37. 堅(jiān)持酒店安全制度、緊急情況處理規(guī)定和程序38. 依照酒店要求記錄安全日志和事故記錄39. 堅(jiān)持酒店的清潔和養(yǎng)護(hù)40. 保持維護(hù)所在工作區(qū)域的高度整潔41. 確保所有報(bào)告和服務(wù)都按時(shí)完成42. 完成你上級(jí)交待的其它任務(wù)Job Knowledge / Skill:Good knowledge of Housekeeping daily operation skill including guest floors and public area.專業(yè)知識(shí)技能：具有良好的管家部樓層，PA日常操作方面的專業(yè)知識(shí)。Education:University degree in Hotel Management preferred. Can be replaced by adequate experience.教育：具有酒店管理學(xué)位的優(yōu)先，或具有與之相等的豐富的工作經(jīng)驗(yàn)。Experience:Min 3 years in supervisory positio