Job Title职位: Housekeeping Manager Department部门:  Housekeeping Reports to汇报对象: Director Housekeeping Position Level职位级别: Manager 职位描述 Position Overview Assist the Director of Housekeeping with the management and running of the Guestrooms, Public Areas, Laundry and Floristry areas in an efficient and cost controlled manner. Act as the Director of Housekeeping in her absence with regard to the management of all staffing requirements.  Highly talented in motivating others, exceptional training skills and impeccable attention to detail. Leading a team of Coordinators, Team Leaders and Attendants, this position will have an innate ability to motivate and develop others in order to achieve the established Leading Quality Assurance standards. 协助客房部总监高效率地管理和运作客房部，且做到很好地管控成本，责任还包括公共区域、洗衣房、花房和园林绿化。在客房部总监缺席期间代理管理人员配置工作。具有很好的激励他人的能力、出色的培训技巧和不放过任何细节的精神。领导着一个凝聚着协调员、主管和服务员的团队，胜任这个岗位的人一定有能够激励他人、培养和发展他人的特有能力，才能够带领团队达到LQA质检标准。 The Role 岗位职责 1.      Ensure the highest levels of guest service through the application of all Resort standards and standard operating policies 通过很好地运用所有酒店制定的标准和运营标准政策，确保高水准的对客服务 2.      Conduct regular inspections of guest rooms 定期组织客房检查工作 3.      Ensure the highest standards of cleanliness, maintenance and safety are achieved in the department and throughout the resort 确保达到部门及整个度假酒店对卫生、维护和安全方面的高标准要求 4.      Ensure a progressive environment is created and maintained that affords colleagues the opportunities for job fulfilment within Resort properties 确保创造一个不断发展的环境并且在度假酒店内能够维持为同事们提供获得工作成就感的机会 5.      Maintain safe work practices protecting yourself, the guest, colleagues, furnishings and equipment 保持一个注重安全的工作习惯，保护你自己、客人、同事、设施和设备等 6.      Attend briefings, meetings and training sessions as requested 按要求参加例会、会议和培训 7.      Perform other duties as assigned by the Director of Housekeeping 做好客房总监交代的其它任务 8.      Maintain a close working relationship with the Engineering and Front Office departments 与工程部和前厅部保持紧密的工作联系 GUEST SATISFACTION 宾客满意度 1.      Handle guest feedbacks and follow through on required actions 处理客人的反馈意见并跟进和行动 2.      Conduct daily inspection and supervision of all activities both back of house and front of house 组织每日的检查工作和指导前后台的所有活动安排 LEADERSHIP 领导力 1.      Responsible to train Housekeeping Team Leader and fulfil training role in the absence of the trainer 负责培训客房部主管并在培训师缺席的情况下担任培训师 2.      Involvement in special projects associated within the housekeeping scope of responsibilities 参与客房部职责范围内的所有特别任务和工作 3.      Ensure lost and found procedures are followed through accurately and consistently 确保始终准确地遵循失物招领的程序要求 4.      To be health & safety conscious and actively involved in maintaining a safe work environment 注重健康和安全并积极参与相关工作，营造一个安全的工作环境 5.      Support the Director of Housekeeping with strategic forward planning for the department in line with the organization 支持协助客房总监制定与组织一致的战略性计划 6.      Oversee the training of all new colleagues in the department 负责部门所有新同事的培训 7.      Ensure all colleagues are trained and adhere to correct procedures for the safe use of chemicals 确保所有同事都经过培训并遵守程序正确安全地使用化学用剂 8.      Colleague management including disciplinary and counselling action 管理同事包括违纪处理和辅导 Financial 财务业绩 1.      Maximize resort profitability by properly managing expenses, labour and other material resources 通过恰当地管理开销、人工和其它材料资源将酒店的利润最大化 2.      Assist with cost control in line with revenue budgets and manage on a daily basis in terms of rostering and overtime 根据收益的预算协助控制成本，并在日常排班和加班的管理中体现 3.      Back up to the Director of Housekeeping for ordering and purchasing of all supplies and equipment 为客房总监订购采购运营用品和设备提供支持 ADMINISTRATION 行政 1.      Assist in the administration and management of the Housekeeping operation 协助客房运营的行政管理 2.      Assist in effectively managing employee relations within the department through involvement in performance appraisals, recognition, incentive programs and communication meetings 协助有效的部门员工关系管理工作，涉及到工作绩效评估、认可奖励、激励项目计划和沟通会 3.      Rostering and processing of timesheets 排班表和时间进度表 4.      Work with the Director of Housekeeping and HR on the recruitment of all Housekeeping staff 与客房部总监和人力资源部一起为客房部招聘员工 5.      Assist with the organising and coordination of rooms linen, spa linen and restaurant linen stocktakes 协助安排和协调客房布草、水疗布草和餐厅布草的盘点 6.      Conducting performance reviews and creating a forum for open communication and feedback within the department 组织绩效评估并建立一个部门开放性沟通讨论会 7.      Regularly review and update departmental training material 定期回顾并更新部门的培训材料 Talent Profile 学历要求 Above college degree 大专以上学历

1.Instills commitment to the Banyan Tree experience in associates ensuring that the group’s vision an mission are assimilated and the objectives of the hotel are met, especially in line with the Service Profit Chain objectives. 承诺将悦榕经验传递给员工，确保集团的目标和使命被吸收，特别是服务利润链这一目标。 2.Ensure that every department compiles and maintains a complete and up-to-date associate orientation/induction/training manual; Prepares, communicates and implements an annual training plan for the hotel. 确保每个部门的编制并且维持一个完整的新员工入职培训/诱导/培训手册；筹备，沟通，为酒店提供一个年度的培训计划。 3.Ensures that regular, scheduled training plans are subsequently implemented and followed in all departments; Conduct training and orientation programmers for associates for all levels. 确保定期的培训计划能够按时执行并贯彻所有部门；为所有级别的员工定位一个培训方案进行培训。 4.Prepares monitors and controls the hotel’s annual training budget; Ensures that a sufficient number of qualified departmental trainers are available in every department. 准备，监视和控制酒店年度培训预算。确保每个部门都有足够数量的可利用的合格的部门培训者。 5.Keeps a comprehensive record of all training activities and maintain efficient administration within the department preparing and submitting operational reports on time; keeps abreast with innovations and developments of training techniques and methods. 保持培训活动的全面记录，维持管理的有效性以及按时准备和提交部门的运营报告。跟上创新和发展的培训技术和方法。 6.Monitors the standards of performance in all departments and takes or suggests appropriate actions, as and when required. 监管所有部门的绩效标准，如果需要的话，采取或者建议一些适当的措施。 7.Assists the Human Resources Department with the preparation and implementation of an effective associate communication program, recruitment and performance review procedures. 协助人力资源部为有效的员工沟通，招聘和绩效评估程序做执行的准备。 8.Makes recommendation for the outsourcing of training courses, if and when required and gives suggestions for inviting external resources speakers (e.g. academic and industry professionals) as part of the associates training program. 推荐一些外部培训课程，如果需要的话给出一些建议邀请外部演说人员（如学术专家和业内专业人士）为员工做培训。 9.Coaches, counsels, disciplines and develops subordinate associates. 指导，建议，训导，发展下级员工。 10.Monitor the progress of the Training Business Plan for each department tot ensure that the training objectives are being achieved 监督每个部门培训业务计划的进展，确保实现培训目标。  11.Maintains all hotel training records  保存酒店全部的培训记录。 12.Establish a training library of books, videos, journals and audio visual materials to assist trainers in their training programs and for staff personal development 建立培训图书馆，配备书籍，录像，记录和视听资料来协助培训师的培训计划以及员工的个人发展。 13.Design, produce and implement training programs which meet specific departmental needs in conjunction with Department Heads, ensuring that training session plans are structured and that training is effective 14.与部门领导一起设计、制定和执行能够符合具体的部门要求的培训计划，确保培训课程方案的制定，以及培训的有效性。 15.Attend departmental training session and critique performance  参加部门的培训课程，评估表现。 16.To organize staff activities. 组织员工活动。 17.To maintain all records for the purpose of legal and governmental purposes. 保证各种记录符合法律及政府的规定。 18.Observe the Labor Law. 遵守劳动法有关规定。

【岗位职责】 1、负责酒店前厅部的接待和管理工作，熟知前厅服务设施的功能，处于完好状态。 2、进行有关的市场计划分析制定部门工作计划，完成工作报告。 3、使客房达到最高出租率，获取最佳的客房收入。 4、督导下属部门主管，委派工作任务，明确岗位责任，随时调整工作部署。 5、保持良好的客际关系，能独立有效地处理宾客投诉。 6、协助酒店与更高一级领导处理突发事件。 【岗位要求】 1、大专以上学历，有同岗位工作经验3年以上。 2、熟悉酒店前厅的经营管理工作，具有较强的工作责任感和敬业精神。 3、督导前厅各分部员工服务质量标准、操作流程标准并对前厅部各项工作实施全面监管。 4、有效贯彻、落实并完成部门制订的每月工作计划。 5、英语对话流利，有较强的协调管理能力，具有一定的销售能力。 6、全面掌握前台收银方面的财务基础知识，能处理日常服务环节中所涉及到的财务方面的问题。

To achieve departmental goals, in terms of Guest Satisfaction, financial targets, training and high employee morale. 实现本部门在客人满意率、利润收入指标、提高员工士气等方面为达到目标。 ·        Assist with the development of Standards & Procedures, in keeping with the hotel policies and procedures ·        协助按照饭店的标准程序制定服务标准及规则 ·        Ensure all the staff to carry out the task according to the S&P ·        确保员工按照标准与程序完成任务 ·        Complies with the hotel specific,  The incumbent will initiate systems and procedures to meet and if possible exceed guest’s expectations ·        遵守饭店的规章制度，推广相关系统的程序知识以尽可能的超越客人期望 ·        the management of outlet service ·        管理宴会厅服务 ·        Assist with the management of cash handling procedures and banking procedures ·        协助管理现金的兑付和每日的结帐工作 ·        Oversee the preparation of daily banking and cash flow reports ·        监督每日财务报告 ·        Instruct staff in credit policies and facilities ·        指导员工了解信用政策和设备 ·        Instruct staff in cash security procedures ·        指导员工了解现金安全兑换程序 ·        Manage the maintenance of equipment ·        负责设备的维护 ·        Monitor standards of guest facilities and services ·        监督客用设施和对客服务的标准 ·        Control stock and monitor stock security procedures ·        控制存货并监督存货安全程序 ·        Take part in menu and wine list creation ·        参与菜单和酒单的创造 Assist in Strategic Planning and Development          协助制定和开发战略计划 ·        Take part in the preparation and planning and department/unit/outlet goals and objectives ·        参与准备和制定部门/单元/服务点的目标 ·        Access sales and marketing data ·        参与准备战略计划和经营计划 ·        Participate in the preparation of strategic plans and operation plans. ·        掌握市场营销数据 ·        Determining a purchasing plan, according to the financial budget of the outlet ·        根据经营情况，制定每年和每月预算。 ·        Determining optimum staffing, product, stock and equipment levels, in relation to business needs, keeping in mind the various seasonal periods of business ·        根据生意需求及淡、旺季情况决定运作设备 Assist with the Planning and implementation of   Sales & Marketing Strategies for outlet. 协助市场营销战略的计划和实施 ·        Assist with the preparation of sales and marketing plans ·        协助准备市场营销计划 ·        Assist with the development of new products and services ·        协助发展新产品和服务 ·        Assist with the development of marketing strategies ·        协助发展营销战略 ·        Assist with the evaluation of sales and marketing activities ·        协助评价市场营销活动 ·        Take into account external economic issues when planning and making decisions ·        在制定计划和决策时考虑外部经济因素 ·        Anticipate economic business level fluctuations ·        预测经济波动水平 ·        Monitor information and trends in the industry ·        解释经济数据 ·        Interpret economic data ·        在经营中考虑政治和社会影响 ·        Monitor the implementation of quality management systems ·        监督质量管理系统的实施 ·        Consider political and social influences on business ·        在做计划和决策时考虑旅游事件 ·        Analyze tourism data ·        分析旅游数据 ·        Liaise with relevant parties ·        与相关团体保持联系 ·        Identify major environmental quality management systems ·        确认质量管理系统的大环境 ·        Control and check daily operation of all POS. systems ·        每天检查收银机工作系统 ·        Ensure that all Cash floats and all systems are as per the P&P of the accounting department ·        保证所有现金收入和收银系统按照标准和程序操作 ·        Ensure that all Checks are posted accurately to the appropriate codes and departments ·        确保所有帐单输入、打印正确 ·        All cancelled dockets are to be summarized on the void and cancelled summary and signed ·        确保取消帐单、点菜单必须由宴会厅经理签字和注明原因 ·        Account for all dockets used list out all docket control form and all unused docket ·        检查使用和没使用的点菜单和帐单 ·        Conduct readings/report on the Micros machine at the start and end of the shift. ·        指导怎样读和作收银系统开启、关机报告 ·        Assist in the preparation and monitoring the accounts of the unit/ outlet ·        协助准备和监督单元/小组的账务 ·        Assist in the preparation and management of the unit/ outlet budgets ·        协助准备和管理单元/小组的预算 ·        Monitor, analyze and report variations from the budget ·        控制、分析和报告预算的变动 ·        Assist with the preparation of performance reports for the unit/ outlet ·        协助准备单元/小组表现报告 ·        Assist with the ratio analysis ·        协助进行和解释比率分析 ·        Assist with analysis of the trend data ·        协助分析趋势性数据 ·        Contribute to pricing decisions ·        为制定价格决策作贡献 ·        Analyze sales mix 分析销售结构 Manage Work Operations 操作管理 ·        Training, development and rostering of staff. ·        培训、发展和管理员工 ·        Determining and implementing on going training needs for associates at different levels. ·        根据员工实际情况实行因材施教的培训 Industrial relations              公共关系 ·        Coordinate work operations within the department/ unit/ outlet ·        在部门/单元/服务点内进行协调 ·        Develop performance standards for operations in the department/ unit/ outlet ·        建立部门/单元/服务点的实际工作水平 ·        Assess work operations and prepare plans to implement change when required ·        评估工作表现，并在必要时制定调整计划 ·        Coordinate between other departments/ units ·        与其它部门/单元间运转协调 ·        Monitor productivity of the unit ·        监督单元工作效率 Supervise Staff              管理员工 ·        Prevent and resolve grievances ·        避免和调解报怨 ·        Counsel staff and prevent work related problems ·        与员工沟通避免与工作相关的矛盾 ·        Resolve disputes ·        解决争端 ·        Discipline staff ·        约束员工遵守纪律 ·        Determine and plan for future staffing needs ·        明确和制定本部门各岗位所需人员的编制计划 ·        Assist in Recruiting staff ·        招聘员工 ·        Prepare staff rosters ·        准备员工花名册 ·        Facilitate multi-skill ensuring maximum flexibility of staff rotation to busy areas all exercised ·        鼓励员工掌握多技能以保证员工在工作繁忙时最大的工作适应性 ·        Maintain up-to-date staff records ·        维护现有员工记录 ·        协助计划和实施入店教育 ·        Implement staff performance appraisals ·        进行员工表现评估 ·        Carry out exit interviews ·        实施员工离职面谈 ·        Provide ongoing advice and support to staff under supervision ·        给予所管辖的员工以不断的建议和支持 ·        Supervise staff performance ·        指导员工表现 ·        Implement appropriate management practices that provide staff motivation and communication ·        实施合适的管理方式给予员工动力和沟通 ·        Good command of food product and menu knowledge. ·        熟悉餐饮资识和餐厅菜单 ·         Outlet manager and Executive chef, in menu planning ·        宴会厅经理和行政总厨共同磋商制定菜单 ·        Good knowledge & understanding of Food Service Standard & Procedure. ·        了解并熟知所有食品准备的标准和程序 ·        To examine goods for quality and quantity ·        控制食品出产的标准 Menu Knowledge 菜单、酒水知识 ·        Good command of beverage knowledge ·        熟悉酒水知识 ·        Implement beverage service skills ·        酒水服务知识 ·        Responsible for guest and staff satisfaction in the outlet ·        加强、提高服务水准以超出规定的服务要求 ·        Continually improving and enhancing service standards, and updating the Standards and Procedures as and when required. ·        承担起客人满意的责任。 ·        Manage the delivery of high quality service to guests ·        负责向客人传送高水平服务 ·        Manage the development and implementation of guest service strategies ·        负责对客服务战略的发展和实施 Job Knowledge / Skill: 专业知识技能： ·        In conjunction with the Safety/ Security Manager manage the development and implementation of safety/ security policies and procedures for the department/ unit/ outlet ·        与安全保卫经理配合为部门/单元/服务点建立并实施安全保卫政策和程序 ·        In conjunction with appropriate personnel manage the development and implementation of cleaning/ maintenance programs for the department/ unit/ outlet ·        与合适的人员一起为部门/单元/服务点建立和实施清洁/养护程序 ·        Be aware of duty of care, and adhere to occupational health and safety legislation, policies and procedures ·        强调保养职责，遵守工作区健康和安全法规、政策和程序 ·        Initiate action to correct a hazardous situation and notify supervisors/ managers of potential danger ·        采取行动排除危险，向上级或经理报告危险隐患 ·        Adhere to the hotel’s security and emergency policies and procedures ·        坚持酒店安全制度、紧急情况处理规定和程序 ·        Be familiar with property safety, current first aid fire emergency procedures ·        熟悉对财产安全、紧急救护和火警等处理程序 ·        Log security incidents and accidents in accordance with hotel requirements ·        依照酒店要求记录安全日志和事故记录 ·        Adhere to hotel cleaning and maintenance programs ·        坚持酒店的清洁和养护 ·        Ensure a high level of cleaning is maintained in your work area ·        保持维护所在工作区域的高度整洁 ·        a Attend and conduct departmental, and Interdepartmental meetings ·        准时出席各种会议 ·        Conduct daily pre meal meeting with Dinning Room associates to keep them informed of updates, new directions, policies and procedures and daily menu items ·        组织召开餐前会议，传达信息 ·        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 ·        以职业的、肯定的方式与部门和酒店员工建立起亲密关系以促进团队精神和有效的双向交流 ·        Deal effectively with guests and workplace colleagues from a variety of cultures ·        与具不同文化背景的客人和同事有效沟通 ·        Work effectively in a team ·        在团队内有效工作 ·        Prepare and maintain files, reports, letters, memorandums and other relevant business documentation ·        准备和维护文档、报告、信函、备忘录和其它相关业务资料 ·        Ensure a daily logbook for the outlet is maintained with information as to covers, revenues, special events, quest praise and complaints and other notes happenings. The logbook is left every night for Director of F & B’s information & signature ·        确保在宴会厅的每日工作日志中记录下餐具情况，收入和利润，特殊事件，客人表扬和投诉及其它需记录下的事件。工作日志每天工作结束前需交给餐饮总监过目和签字 ·        Ensure all reporting and servicing deadlines are met on a timely basis ·        保证所有报告和服务都按时完成

岗位职责 1. 管理市场传讯部，确保那些推广酒店的关键信息与集团的品牌远景相结合。建立部门的关键绩效指标如新闻的刊登次数和他们的媒体价值。 2.依照酒店的市场目标、目标市场、目标客户和品牌理念的理解，开展公关和市场传讯活动。 3. 发展、培养和维护媒体关系，策划新闻发布会以及其它新闻活动。代表酒店与媒体联系，以促进良好的公关形象并管理突发事件。 4.开发和组织促销活动，与相关部门协调，邀请嘉宾和媒体参与促销活动，准备并进行新闻发布。 5. 向合适的当地商业和消费者媒体发布公司的新闻。 6.建立向行业出版物定期发送促销新闻的机制，新闻内容包括特别活动和促销活动等。 7. 向其它部门就酒店内外的活动提供信息，这些信息可能会在与客户交往中发挥作用。 8. 监督并回应客户和媒体的投诉、申请和询问，并协调相关部门进行处理。管理提供给社会媒体渠道的信息内容（如适用），确保回应及时，态度积极。如有严重事件需立即采取行动的，应提醒相关部门或主管。 9.每日浏览媒体并保留与酒店相关的新闻剪辑，并视情况将其呈送至总经理、其它部门、其它酒店和公关部门。监督关键绩效指标并定期向总经理和温德姆酒店管理集团市场部报告。 岗位要求 1、5年以上公关从业经验，拥有一定酒店资源、媒体、人脉资源； 2、熟悉行业规则，对外公关经验丰富、有较好的危机处理能力； 3、拥有良好的项目推广方案策划、撰写、执行、落地能力； 4、形象气质好，具有较强的商务谈判技巧，人际沟通及语言表达能力；