BASIC FUNCTION基本职责
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.
房务总监要对酒店总体上的前厅部和客房部的营运效率负责，包括酒店楼层/公共区域/洗衣房/健身中心/亲子中心/仓库、盘点、成本控制的个人管理。额外的还需要在员工中建立民心，对于客人的热情度，依照酒店的品牌标准，培养具有高士气和忠诚的员工，努力达到预期目标和部门内的沟通。
DUTIES AND RESPONSIBILITIES 职责和义务
Responsible for the day-to-day operationsof the departments and areas directly under his control:
对直属他管理下的部门和区域的日常运作有管理的责任.
(a) Front Office 前厅部
1. Reviews the overall functioningof the front office and coordinates with Sales to ensure a healthy occupancy.全面的检查前厅部的职能并与销售部协调保证酒店良好的入住率。
2. Reviews with the departmenthead the performance and training of front office staff.
与部门领导复查前厅部员工的表现和培训。
3. Co-ordinates between FrontOffice and Lobby, Front Office and Housekeeping to ensure efficient service toguests.
协调前厅和大堂, 前厅和客房部, 以保证向客人提供高效的服务。
4. Attends weekly departmentalmeetings and follows-up important points raised during the meeting.
出席每周的部门会议, 在会议过程中提出重点。
5. Periodically reviews systemsand methods in the Front Office and suggests improved methods.
定期对前厅部的系统和方式进行复查并提出改进方法。
6. Co-ordinates between thetelephone department and the telephone company for
efficienttelephone service.
协调电话接线部门与电话公司关系, 提供高效的电话服务。
7. Receive and investigate queriesand complaints from hotel guests, management staff and front office personnel,and effectively rectify the problems and complaints
接到从酒店客人，管理层及前台的投诉时，立即采取行动解决投诉。
8. Interacts with guests to obtainfeedback on product quality and service levels.
从客人处得到反馈关于产品质量和服务水准。
9. Empowers associates to provideexcellent customer service.
确保员工提供给客人优质服务。
10. Observes service behaviors ofassociates and provides feedback.
员工的表现和提供反馈意见。
11. Reviews guests comments and GSCresults with associates, participates in the development and implementation ofcorrective action plans.
与员工分向客人的意见和GSC的结果，做出发展和纠正的行动计划。
12. Sustains a work environmentthat focuses on fair and equitable treatment and associates satisfaction toenable business success.
创建良好的工作环境使员工更满意从而更努力为酒店创造良好收益。
13. Ensure all areas are properlymanned in accordance with the business demand, staffing schedules and workassignments are efficiently handled.
根据收益要求，确保所有区域根据要求完成任务。
14. Foster good coordination,harmonious and effective communication within the housekeeping department and withother departments.
在部门内和其他部门都需要保持良好的协调与沟通关系。
(b) Housekeeping 客房部
1. Reviews the overall functioningof the department ensuring optimum guest comfort and room cleanliness.
全面检查部门的各项功能, 以最适宜的方法保证客人舒服和客房的清洁.。
2. Co-ordinates betweenHousekeeping and Laundry and between Housekeeping and Engineering in overallsmooth running of essential guest service.
在基本对客服务的流水操作中对客房部与洗衣房, 以及客房部与工程部进行协调。
3. Attends weekly departmentalmeetings and follow-up on the problems discussed.
出席每周的部门会议并后续讨论过的问题。
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.
适当的维持和控制失物招领文件及物件并严格注意保持记录. 由客人支付失物招领的相关费用。
5. Supervises and authorizes allitems to be discarded in the Housekeeping.
监督并批示所有客房部丢弃的物品。
6. Ensure all staff in thehousekeeping department is aware of all hotel emergency, safety and pestcontrol procedures.
确保部门所有员工都熟知酒店的紧急，安全和除虫的流程。
7. Participates in departmentalmeetings and continually communicates a clear and consistent message regardingthe departmental goals.
参与部门会议，持续沟通，同一部门的目标。
8. Conduct Self Brand StandardAudit in all housekeeping areas on a quarterly basis, using the Brand StandardAudit checklist.
每季做好客房区域的检查，使用品牌审查的列表。
9. Monitor and check the suppliesin all storerooms and ensures accurate inventories are taken as required.
检查仓库的配品确保被合理使用。
10. Check weekly the hotel floor pantries and ensure supplies are not under/overstocked and that they areclean and tidy.
每周检查酒店的工作间保持清洁用品的备量及工作间保持干净。
11. Review operating statements andcritique unusual results. Make all possible efforts to meet the budgeted goals.
阅读营运报表是效率达到预算目标。
12. Ensure all punch lists arecompleted with the time frame specified. Be proactive and have goodcoordination with the Engineering Department.
保证所有的检查表被及时更新的并且和工程部保持良好协调关系。
13. Act on all decisions and programsdecided on by the General Manager. Ensure policies and procedures of the departmentare strictly followed.
对于总经理的决定要立刻行动，并且保证所有的规定被严格遵守。
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.
保证部门员工遵守他们的工作职责，关注并对他们的工作表现进行经常性的评估。
15. Follow strictly all hotel anddepartment policies and procedures to be able to perform duties andresponsibilities efficiently and effectively.
遵循并有效执行酒店及管理层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.
提出一些关于房务部人员、设备方面可采用的建议。制定和实施旨在改进营运有效性和提高宾客满意度的操作。
(c) Laundry 洗衣房
1. Constantly reviews thefunctioning of the department ensuring clean laundry to guests and otherdepartments.
经常检查部门的功能运作情况以保证为客人和其他部门提供干净的洗衣房。
2. Co-ordinates between Laundryand Housekeeping; Laundry and Engineering to avoid delay in servicing guests.
协调洗衣房与客房部, 洗衣房与工程部关系, 以避免延误为客人的服务。
（d）Parent-childCenter 亲子中心
1. Provide a safety and comfortableenvironment for the guests of the Parent-child Center, and enhance the customerexperience through standard services and entertainment activities.
为亲子中心客人提供安全、舒适的环境，并通过标准服务与娱乐活动提升客户体验。
2. Regularly coordinate andarrange personnel to be responsible for the cleaning and sanitation of thechildren's play facilities at the Parent-Child Center.
定期协调和安排人员负责亲子中心儿童游乐设施的清洁卫生。
3. Regularly inspect the safety ofchildren's play facilities and toys in the family education center.
定期检查亲子中心儿童游乐设施和玩具的安全性。
4. Keep a close eye on thereal-time updates of the parent-child center. In case of any emergency, handleit promptly.
实时关注亲子中心的动态，如遇到突发状况，及时处理。
(e) Management of the Animal Park 动物乐园管理
1. Establish an animal managementteam, with dedicated personnel in charge and the Director of Rooms supervising. 设立动物管理小组，由专人负责，房务总监监管。
2. The daily management of animalsincludes feeding, cleaning, health observation, maintenance of animalplayground facilities, etc., and corresponding checklists and procedures shouldbe formulated.
对动物的日常管理包括喂食、清洁、健康观察、动物乐园设施维等，制定相应检查表和流程。
3. Ensure the safety of animalsand guests, prevent animals from escaping or attacking, and abide by localregulations, such as wildlife protection laws.
确保动物和客人的安全，防止动物逃逸或攻击，同时遵守当地法规，比如野生动物保护法。
4. Formulate an emergency responseplan for animal management. Include the handling procedures for cases whereanimals fall ill or escape.
制定动物管理应急预案。如动物生病或逃逸的处理流程等。
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经验，有酒店经验者优先。
2. Pleasant
character with good inter-personal communication skills.
性格外向，良好的沟通和人际交往能力。
3. Thorough
knowledge on guestroom and public area cleaning procedures and products.
具备客房和公共区域清洁的流程专业知识。
4. Thorough
knowledge in the proper use and maintenance of all housekeeping equipment.
对于客房部设施设备的使用维修和保养的知识。
5. Extensive knowledge of Laundry/Dry cleaning, Linen/Uniform Room and Health
Club/Recreation operations and management.
有专业的知识对于洗衣干洗制服间和健身房的营运和管理。
6. College Above
大专以上学历。
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.
须明了酒店是每周七天、每天二十四小时运转的行业。因应工作需要，休息日不保证在周末，上班的班次和休息日会随时跟着运营相应调动。
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