岗位职责:
1. GUEST SATISFACTION
客人满意
Upgrade guest services on a continual basis.
保持并持续不断的提高对客服务标准。
To ensure the ultimate comfort, cleanliness and safety for all of our guests, as expected.
为客人最大限度的提供客人所期望的舒适,清洁和安全的环境。
Makes suggestion to the Executive Housekeeper on the improvement of guest service.
为行政管家提供合理化建议以改进对客人的服务。
Ensure service and production is provided in the proper manner, and with the usual high standards of a DMH. Understand, maintain and execute operational manuals and guidelines.
确保为客人所提供的产品和服务,都依附于钓鱼台美高梅酒店集团标准,保持操作的方法和高标准的统一。
2. EMPLOYEE SATISFACTION
员工满意
Gives prompt response to staff’s requests and ensure the delivery of courteous, efficient service to all staff.
对员工的要求迅速回应并提供有效、礼貌的服务。
Communications with staff to seek for staff’s opinions and comments on employee satisfaction issue.
经常与员工沟通以获得员工满意度的建议。
Gives feedback to the Executive Housekeeper on the situation of maintenance of high staff morale.
向行政管家提供如何保持员工士气的反馈。
Actively participates in the organization of all staff activities.
积极参与饭店组织的各项员工活动。
Actively participates in the Employee Opinion Survey and provides suggestions for actions to improve the scores.
积极参与员工意见调查并为改进工作环境提供可行性方案。
Conduct Exit Interview with management staff to find out the reasons for resignation and try hard to retain the good and potential staff.
了解管理人员辞职原因,尽量挽留有价值的员工。
Well deal with the employees labor relationship or
dispute. Ensure the stable of the whole Hotel.
解决和处理好员工劳动关系和争议纠纷,为饭店提供政策保障,保证员工队伍的建设和稳定。
3. ADMINISTRATION
行政工作
To recommend changes in the operating philosophy of the Housekeeping Department.
促使客房部在运营理念方面不断进步
To recommend changes in procedures for other departments.
建议其他部门程序的更新
To oversee the cleanliness and maintenance of guest rooms, public and back of house areas, in accordance with procedures set forth by DMH.
依据钓鱼台美高梅酒店集团的程序,全面负责监督客房,公共区域和员工区域的清洁和保养。
To assist in cost control and payroll.
协助进行成本控制
To maintain good communications with other Departments.
与其他部门保持良好的沟通
4. OPERATION MANAGEMENT
部门运作管理
Open the Housekeeping Department in the morning. Check night report and prepare Room Attendants’ daily assignments. Take appropriate action in cases of under or over staffing.
负责每日客房部工作的开展,检查夜班报表,准备早班工作安排,采取适当的措施进行员工的监督和管理。
Check in Room Attendants and issue work assignments.
检查楼层服务员的日常工作分配和安排
Check in Floor Supervisors and issue work and key assignments
负责检查楼层主管日常工作安排
Establish cleaning programs to maintain cleanliness in these areas.
为所管辖区域制定相应的清洁保养计划
Check daily for maintenance conditions, make work orders for repairs in triplicate form (urgent reports made at once) and submit two to Engineering and retain one for file and follow-up.
每日检查维修情况,如有任何维修问题即填写一式三联的维修单交至工程部两联,客房部存一联以便跟进。(紧急维修立即报告)
Check guest floors daily; check suites occupied and vacant; spot check occupied and check-out rooms
daily; check all VIP and Special Attention rooms. Inform Floor Supervisors of missing items or work not properly performed. Inspect all back of house areas as well.
每日负责客房检查,检查在住和空的套房,抽查在住或者退房的标准间,检查所有重要客人和特殊客人的房间,发现任何物品缺少或错误需立即通知楼层主管,同时,每天负责检查后台区域
Know all duties set out in all housekeeping job descriptions and ensure that systems are being followed. Check that Housemen and Cleaners vacuum all corridors, and maintain cleanliness in assigned areas. Inform Carpet Cleaner of rooms to be done and keep a record of them.
了解熟悉客房部所有设定的工作程序并确保所有 的程序都得到落实,检查楼层过道的吸尘和清洁,并检查地毯清洁工进行地毯清洗并做好记录。
Know room setups, color schemes, linens and inventories. No furniture to be removed from rooms unless instructed by the Executive Housekeeper.
熟悉房间的设置,布草和其他库存,除非行政管家的允许下,才能搬动客房房间内的家具。
Be familiar with all operating equipment so as to instruct staff as to its proper usage.
熟知客房部所有机器设备以便向员工正确的介绍使用方法。
5. PERFORMANCE APPRAISAL
绩效评估
Conduction of appraisal training for Supervises
组织下属参加评估培训。
Analyses the training requirements and involves in the preparation action plans.
分析培训需求并参与行动计划的拟定。
6. COMMUNICATION
沟通与交流