喜来登(Sheraton)酒店房务部助理管家岗位职责.doc

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.

岗位概述：
当班时监督楼层主管及服务员负责楼层及公共区域工作。
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 Supervisor
3. Ensure highest standard of cleaning by constantly circulating all areas involved, providing support and coaching
4. Ensure guest privacy is respected when DND status displayed
5. Supervise turndown service
6. Responsible for strict key control
7. Inspect regularly guestroom corridors and public areas
8. Report maintenance issues promptly to Engineering
9. Ensure compliance of Lost &Found procedures
10. Keep floor linen rooms neat and tidy
11. Assist Executive Housekeeper in supervising the overall operation of Housekeeping
12. Ensure that all occupied rooms are serviced daily
13. Ensure that all Public Areas are cleaned regularly
14. Ensure that Do Not Disturb procedure is followed at all times
15. Responsible for adequate stocking of floor linen rooms at all times
16. 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 office
18. Supervise work operations of the unit/ outlet
19. Monitor productivity of the unit
20. Prevent and resolve grievances
21. Resolve disputes
22. Discipline staff when necessary
23. Check Housekeeping associate’s grooming, personal hygiene and appearance
24. Assist with the preparation of associate duty roster
25. Assist with maintaining up-to-date staff records
26. Facilitate multiskilling
27. Assist with staff training and development
28. Conduct staff performance appraisals
29. Provide ongoing advice and support to staff under your supervision
30. Supervise staff performance
31. Deliver high quality service to guests
32. Ensure guest needs and reasonable requests are met
33. Seek opportunities to continually improve guest service, by reporting guest comments
34. Take appropriate action to resolve guest complaints
35. Promote the hotel and Sheraton products and services
36. Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
37. Adhere to the hotel’s security and emergency policies and procedures
38. Log security incidents and accidents in accordance with hotel requirements
39. Adhere to hotel cleaning and maintenance programs
40. Ensure a high level of cleaning is maintained in your work area
41. Ensure all reporting and servicing deadlines are met on a timely basis
42. Carry out other tasks as directed by your supervisors

职责义务：
1. 与前台密切合作,随时确保正确的客房状态。
2. 检查员工工作情况， 安排楼层主管和服务员工作。

3. 随时监督指导客房服务,确保高标准的清洁，
为员工提供支持和培训
4. 确保“请勿打扰”状态时客人的隐私得到尊重
5. 监督夜床服务
6. 负责严格的钥匙领取程序
7. 例行检查客房,走廊和公共区域
8. 即时向工程部报告维修申请
9. 确保遵循失物招领程序
10. 保持楼层布草房的整洁
11. 协助行政管家管理客房的全部运行

12. 确保所有的住客房间每天得到服务
13. 确保所有的公共区域得到例行清洁
14. 确保随时遵循”请勿打扰”程序
15. 负责楼层布草房随时有充足的存货
16. 控制清洁用品及客用品的消耗，保持机器处于良好的状态。

17. 确保客房办公室正常运作
18. 指导部门的工作运行
19. 监督部门工作效率
20. 避免和调解抱怨
21. 解决争端
22. 必要时以纪律约束员工
23. 检查员工个人仪表及卫生
24. 协助准备员工排班表
25. 稳定员工，控制流失率
26. 鼓励员工掌握多技能
27. 协助员工的培训和发展
28. 建立员工表现评估
29. 给予所管辖的员工以不断的建议和支持
30. 指导员工表现
31. 向客人提供优质服务
32. 确保客人需求和合理要求被满足
33. 不断地寻找机会发展对客服务

34. 采取合适的行动解决客人的抱怨
35. 促销酒店与喜来登的产品与服务
36. 维持对产品和服务的高度了解以便于向客人解释和销售服务与设施

37. 坚持酒店安全制度、紧急情况处理规定和程序
38. 依照酒店要求记录安全日志和事故记录
39. 坚持酒店的清洁和养护
40. 保持维护所在工作区域的高度整洁
41. 确保所有报告和服务都按时完成
42. 完成你上级交待的其它任务

Job Knowledge / Skill:
Good knowledge of Housekeeping daily operation skill including guest floors and public area.

专业知识技能：
具有良好的管家部楼层，PA日常操作方面的专业知识。
Education:
University degree in Hotel Management preferred. Can be replaced by adequate experience.

教育：
具有酒店管理学位的优先，或具有与之相等的丰富的工作经验。
Experience:
Min 3 years in supervisory positions in the Housekeeping department.

经验：
3年以上管家部主管工作经验。
Additional Skill required:
Good manager of people.
Administration skills.
Quality improvement skills.

其它技能要求：
良好的管理能力
一定的管理技巧
有改进服务品质的方法。