皇冠岗位职责-高级PA主管.doc

JOB DESCRIPTION
岗位职责

JOB TITLE: SENIOR PA SUPERVISOR
职位 高级PA主管
AREA/DEPARTMENT: ROOMS DIVISION/HOUSEKEEPING
部门 房务部/管家部
JOB BAND: 3LEVEL
级别 三级
REPORTS TO: ASST.EXEC.HOUSEKEEPER
直接上级 行政副管家
POSITIONS SUPERVISED: PA SUPERVISOR
下级 公区主管
JOB SCOPE：
工作范围 Supervision and control of the pa operations to ensure good the product and service quality ; responsible for the department of supervision and coordination, the department to ensure that the pa has a specialized and highly efficient style; responsible for the flowers and green, and, house keeping with the work of the statistics. In the Executive Housekeeper and the Asst. Exec. Housekeeper, with the department of management responsibility for.
监督和指挥PA部的运作，确保良好的产品和服务质量；负责管家部工作的监督和协调，以保证管家部PA有一个专业的和高效率风格；负责酒店鲜花、绿化、杀虫、清洁费用的统计分摊工作。在行政管家、行政副管家不在时，暂时履行部门管理职责。

TESTIMONIAL: I hereby confirm having read the duties and agree to perform these duties as set out in the Job Description to the required standards.
证明：本人确认已阅读了本职责描述，并同意在工作职责描述中所规定的职责。

Signature: 签名……………………………………………………………………………………

Date: 日期 …………………………………………………………………………………………

Key Responsibilities
主要职责
l Directs the work assignments of the assigned area to Room Attendants and other non supervisory person personnel.
负责给主管和员工分配工作任务。
l Identifies training needs and ensures departmental training plans are successfully implemented.
确认培训需求和保证部门的培训能够得到很好的贯彻执行。
l Provides support to front line personnel, so they can deliver the highest level of outstanding guest service possible.
给第一线的员工以支持和鼓励，以便其能向客人提供更好的优质的服务。
l Assists in personnel matters such as evaluating and counseling.
帮助员工，如员工评估和员工的生活等方面。
l To ensure good interdepartmental communication, network and teamwork.
确保有个好的沟通环境和好的团队建设。
l To attend daily communication meetings and weekly Housekeeping meetings.
参加每天的部门会议和每周的部门例会。
l To act and follow up on all decisions, departmental meetings, programs and schedules decided by the Assistant Housekeeper.
执行和跟进所有由行政副管家制定的决策，部门会议，计划等目标。
l Ensures that Housekeeping personnel are familiar with PA facilities for the purpose of assisting guests
保证所有员工熟悉PA内的所有设施设备，以便给客人提供更好的服务。
l Maintains open channels of communication with the Assistant Housekeeper on all matters affecting the Housekeeping, Front Office, Engineering and Laundry Department.
在能够影响部门与前台，工程部和洗涤中心的关系等方面的事务要能够与行政副管家有着很好的沟通渠道。
l Conducts regular meetings within assigned area.
给员工开例会。
l Follow up the flower pest control and plants in PA
跟进酒店的鲜花、虫害和植物管理。
l Ensure that the dilution of all cleaning chemicals is carried out according to the procedures. Check the safety of the working condition and maintenance of the equipments.
保证所有清洁剂按照要求使用，检查员工的工作安全问题和维护清洁机器设备。
PRODU AND SERVICE QUALITY
产品和服务质量
l Daily check all public fields and ensure public areas of the hotel furniture, facilities is intact accord with hotel standard.
每日检查所有公共场区域并保证酒店公共区域家私，设施设备是完好的符合酒店标准的。
l To ensure guest requests are met and company policies and standard procedures are implemented and maintained.
保证客人的需求是符合要求的，并且要保证所提供的服务是按照标准去来完成的。
l To co-ordinate the spring cleaning/extra work schedule/maintenance requisitions of PA with the Assistant Housekeeper and ensures such schedules and requests are followed.
协助行政管家来完成制作公共区域的大清洁/特别清洁/工程维修并且保证这些计划顺利进行贯彻。
l Inspects guest and public area on daily basis to ensure that all furnishing, facilities, and equipment are clean and in good repair report findings to the Executive Housekeeper.
每日检查所有公共区域，餐厅，会议室，客用洗手间，后区等以确保所有家私和设施设备是完好的，若发现有任何问题及时向行政管家报告。
l To inspect daily VIP meeting and dining place and to spot check meeting rooms or dining place of the VIP guests.
检查当日所有VIP会议和其用餐的地方。
l Receive and investigate queries and complaints from Hotel guests, Management and F&B, then report to Executive housekeeper.
接收并调查来自客人；管理层和餐饮的有关清洁问题和投诉并向行政管家报告。
l Maintains appropriate standards and discipline for dress, hygiene, uniform, appearance, posture and conduct of Housekeeping personnel.
在仪容仪表和礼貌礼节方面要有一个正确的标准和制度，并以此来督导员工。
l Monitors and controls Housekeeping tasks, such as lost and found, key control, security and emergency procedures, that help maintain the health and security of personnel and guests..
监督和控制管家部的工作，如在失物招领，钥匙控制，安全和紧急事件的处理的方法，以保证客人和酒店员工的人身财产的安全。
FINANCE
财政
l Control and analyses, on and on-going basis, departmental costs, to ensure performance against budget.
通过不断的控制来降低成本，以保证工作成效超出预算。
l To prepare work time and holiday schedule of staff and work according to productivity standard.
根据部门生产力来制定员工的工作和休假计划。
GENERAL
概要
l Handles other duties and projects as assigned.
处理其他的一些事务和被分配的工作。
l Is prepared to implement assigned tasks during emergencies such as fires, power cuts, and bomb threats.
随时准备好应付紧急事件像火警，停电，炸弹威胁。
l Encourages the highest possible standard of environmental management.
创造好的工作环境。
Occupational Health and Safety Responsibilities
职业保健及安全职责
l Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines.
表现出职业保健及安全职责方面的政策及程序的意识，确保在职业保健指导方针下安全地进行所有程序并确保下属也是按此规程进行操作。
l Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures.
关心并知晓遵守职业、保健及安全方面的政策、法规及程序的职责。
l Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly.
熟悉酒店安全、急救及消防、紧急应变程序，安全谨慎地操作设备。
l Initiate action to correct a hazardous situation and notify supervisors of potential dangers.
发起消除安全隐患的行动并通知主管潜在的危险。
l Log security incidents and accidents in accordance with hotel requirements.
按照酒店要求记录安全事故及事件。
Key Competencies
主要资质
Key Tasks
主要任务
Drive For Results
获取结果
l Compete against a standard of excellence by setting high performance standards and pursuing aggressive goals
设立高工作标准并朝挑战性目标前进。
l Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles
致力于持续性发展并负责达到业绩目标，尽管有困难，还是要坚持达标。
Understanding the Business
理解酒店业

l Demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information.
显示出与本部门及酒店有关事宜的兴趣及理解，并不断更新相关最新情况，包括法律法规。
l Adheres to The International Conference Center Corporate Code of Conduct, Employee Handbook and Hotel policies.
遵守国际会议中心行为准则、员工手册及酒店政策。
l Demonstrates an understanding of competitors’ major strengths and weaknesses.
表现出对竞争对手优势及弱势方面的理解。
l Establishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations.
设立并解释用以管理酒店经营的营运指标，始终考虑到经营决策及建议会为财务方面产生的影响。
l Has a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable.
在酒店运营方面有广博的知识，重点放在确保酒店生意成功且赢利的必要重要环节上。
Problem Solving and Decision Making
解决问题及决策
l Diagnose problems and thoroughly analyze information to guide decision making.
诊断问题并全面分析指引决策的信息。
l Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisions.
当得出结论时，应先评估并吸收关键信息，然后进行逻辑分析、做出有说服力的决定。
Customer Focus
聚焦客户

l Build and maintain positive relationships with all internal customers and guests in order to exceed their needs.
与所有内、外部客人建立并保持积极关系，以预期其期望。
l Take action to address these needs in order to exceed their expectations
采取行动说明这些需求以便能超过他们的期望。
l Create a positive hotel image in every interaction with internal and external customers.
在与内部及外部客人每一次互动的时候都争创积极的酒店形象。
l Adhere to hotel brand standards.
坚持酒店品牌标准。
l Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests.
保持产品及服务高标准，以便向客人解释并销售服务及设施。
l Assist guests and escort them to locations within the hotel at their request.
协助客人，并按其要求引领客人去酒店内的相应位置。
l Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs.
保持对酒店内特殊计划及活动的认知，如客人有需要时可识别并进行回复。
l Maintain current Hotel information to be able to provide information to guests.
保持对酒店当前信息的认知，以便将相关信息提供给客人。
l Implements procedures which enhance the guest experience.
实施会使客人满意度提升的工作程序。
Innovation
创新
l Generate new ideas and encourage creativity from your staff.
从本部门员工处获取新想法并对其创造性予以鼓励。
l Recognize the need for new and modified approaches.
认可新的、改良的方法的需要。
Teamwork
团队精神

l Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments to deliver positive results.
在同事、主管、团队人员及部门间显示出合作与信任。
l Actively participate in wider hotel meetings.
积极参与酒店各项会议。
l Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication.
以专业积极的方式与部门及酒店员工进行互动，以培养促进和谐的团队精神并确保有效的双向沟通。
Adaptability
适应性

l Be comfortable and effective in an environment of ambiguity or change.
可适应含糊或变化的环境，并有效率地工作。
l Be receptive to new ideas and respond to workplace changes in a flexible and optimistic manner.
善于接收新想法，以灵活乐观的方式回应工作中发生的改变。
l Complete tasks as directed by Management.
完成由管理层指派的任务。
Impact and Influence
效果及影响
l Promote your ideas persuasively, and shape the opinion of subordinates and overcome resistance.
有说服性的提出自己的意见，并将下属的意归纳整理。
l Build consensus for action and negotiate mutually beneficial solutions to problems.
使行动能得到大多数人的支持，并通过协商取得双赢的解决方法。
l Establish influential contacts with suppliers.
与供应商建立有影响力的关系。
Leading and Developing People
领导并培养员工
l Inspire others to excel by clearly communicating business values and direction, recognizing good performance and providing managerial support.
通过清楚沟通行业价值取向激励其它员工超越自我，认可良好的工作表现并提供管理支持。
l Develop potential of others through coaching and development opportunities to build organization capability for the future.
通过指导及创造机会培养其它有潜力的员工，为部门的将来积蓄能量。
Cultural Awareness
文化意识
l Understands and takes into account the global nature of the business; works effectively with colleagues from different view points, cultures and countries.
理解与考虑到行业的全球性；与持不同观点、不同文化及来自不同国家的客人及同事高效地共事。

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Last Updated: 三月 13, 2025

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