Housekeeping Supervisor.doc

JOB TITLE:Housekeeping Supervisor职位名称楼层主管HOTEL JOB BAND:JB7职位级别EFFECTIVE DATE: January 1st, 2008生效日期2008年1月1日DIRECTLY REPORTS TO: Assistant Housekeeping / Executive Housekeeper直接汇报 客房管家助理/客房管家DEPARTMENT:Rooms Division / Housekeeping部门房务部/客房POSITIONS SUPERVISED: Room Attendant; Florist; Housekeeping Co-ordinator; Room职位监督 Valet; Housekeeping Order-Taker; Seamstress; House-person; Public Area Attendant; Uniform Attendant; Linen Room Attendant, 楼层服务员；花工；电话联系员；客衣取送员；酒水员；裁缝；一般服务员；公共区域服务员；制服服务员；布草员。JOB SCOPE: Responsible for the operational efficiency of all housekeeping areas and the service工作范围 delivery of those areas within budgeted guidelines. Promotes the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the InterContinental Hotels Group and the brand ethos. 负责客房所有区域有效运行，并根据预算指导服务工作。围绕信任、廉政、尊重，团队和服务五项核心价值，增强员工的工作氛围，发扬洲际团队合作精神.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： 我在此确认我已了解我的职责，并按职责所描述的标准执行。Signature签名: Date日期: .Key Responsibilities主要职责 Supervise the implementation of housekeeping standards and procedures in relation to:监督相关房务部的工作标准和规程的实施：o Bedroom service房间服务o Bathroom service浴室服务o Valet service客衣取送服务o Cleaning service计划卫生o Linen maintenance缝补维修 Recommended changes to these standards and training needs on an ongoing basis持之以恒地更新这些标准，以求更完善 Maintain a current and thorough knowledge of all housekeeping systems维护所有家务系统当前和详尽的知识 Open and close the shift and ensure effective shift hand over有效 管理各种工作表格。 Distribution and collection of keys钥匙的发行和汇集 Management of all incoming and outgoing calls所有接踵而来和往外电话的管理 Solve employee grievances解决雇员委屈 Perform Room allocations进行房间分派 Perform Room inspections进行房间检查 Prioritise arrival rooms提前检查要到的房间。 Liaise with Front Office for guest and hotel requirements 为满足客人和旅馆的要求与前台保持紧密的联系 Ensure guest valet is processed and delivered in a timely manner保证服务员及时地处理客人的要求 Co-ordinate special projects (eg site rooms, vermin control, window and carpet cleaning, room inventories)协调特别项目(即站点房间、寄生虫控制、窗口和地毯清洁, 货物盘点等) Manage all special requests made by guests处理所有客人的特别请求 Ensure consistency within the department保证在部门之内的一贯性。 Management of lost property for the hotel丢失财物的管理 Ensure you have complete knowledge of room types, layouts and facilities保证您有房间类型、布局和设施的全部知识 Manage storage areas处理贮存区 Maintain adequate stock levels维护充分库存标准 Complete stocktakes as required存货盘点 Maintain stock levels维护库存标准 Conducts shift briefings to ensure hotel activities and operational requirements are known 品行转移简报保证旅馆活动并且操作的要求为人所知Human Resource and Training Responsibilities人力资源及培训职责 Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:与人力资源部经理合作，确保部门有足够的人员工作，主要职责：o Prepare induction programs for new employees and allocate sufficient time for their implementation 准备归纳任务为新雇员和分配充足的时刻为他们的实施o Conduct on the job training in accordance with the departmental standards and procedures and maintains a record of progress for each staff member品行在工作训练与部门标准和规程符合和维护进展纪录为各个职员o Provide input for probation and formal performance appraisal discussions in line with company guidelines为试用提供输入和正式成绩评价讨论根据公司指南o Ensure new staff attend Corporate Orientation within first month of hire保证新职员出席公司取向在第一个月聘用之内o Coach, counsel and discipline staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performance训练、指导员工工作，为员工提供建设性的信息回馈Financial Responsibilities经济责任 Works with superior in the preparation and management of the departments budget and is aware of financial targets 工作以部门的优胜者在准备和管理 Recycles where-ever possible and enforces cost saving measures to staff回收曾经可能和强制执行节省成本措施雇用职员Occupational Health and Safety Responsibilities职业健康及安全责任 Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same证明了解职业健康及安全责任政策及程序，确保安全操作所有的程序，并确保直接报告也是一样。 Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures了解职责相关内容，维护职业法，健康安全法。 Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly熟悉财产安全，急救，火灾、紧急事件发生时的补救措施，设备的安全操作。 Initiate action to correct a hazardous situation and notify supervisors of potential dangers实施行动对危险情况进行纠正，通报潜在的危险。 Log security incidents and accidents in accordance with hotel requirements按照酒店要求记录安全事件及意外事故。Key Competencies能力素质Key Tasks主要任务Drive For Results追求结果 Set high performance standards and pursue agreed goals (with your Manager) 为加强竞争力，建立高标准服务水准，追求竞争目标。 Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles 坚持不断的提升自我，对自身工作负责，坚持排除万难的精神 Report problems to Management with suggestions for resolution问题向上级报告以建议为决议Understanding the Business了解商务运行 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了解酒店及部门相关的事宜，随时更新对法律的了解 Understands the hotels business priorities, products and services and has a good grasp how the department is run 了解酒店的企业优先权、产品和服务并掌握部门怎样运转。 Brings best practice to the attention of department, shares new ideas that have been read about or discovered与其他同事共享新发现并带给部门新的实践。 Clearly understands how their own role and the role of others impact employee satisfaction, guests and department performance清楚地了解怎么他们自己的角色和其他人的角色影响雇员满意、客人和部门表现Problem Solving and Decision Making解决问题和制定决策 Effectively diagnoses problems and thoroughly analyses information to guide decision-making.有效地了解问题，并深入分析，以指导决策 Evaluates and assimilates critical information when reaching conclusions and makes logical competent decisions评价分析关键信息时，构成结论，并提出符合逻辑的决定Customer Focus客人焦点 Build and maintain positive relationships with all internal customers and guests in order to exceed their needs与内部和外部客户建立并维持有效的关系 Take action to address these needs in order to exceed their expectations采取行动，满足客户需求 Create a positive hotel image in every interaction with internal and external customers在每一次与内部和外部客户的互动中，创造五个积极的酒店形象 Adhere to hotel brand standards遵守酒店级别标准 Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests保持高水平的产品和服务的知识，以便为客户提供销售服务和设备 Assist guests and escort them to locations within the hotel at their request协助客人并护送他们到达他们要求的酒店地点 Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs在酒店内，维护专题项目知识以便确认和回应客人的需求 Maintain current Hotel information to be able to provide information to guests保持目前的酒店信息，以便能够提供资料给客人Teamwork团队合作 Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments与同事、下属保持信任、合作。 Communicate well to ensure effective shift hand-overs确保有效的传播和沟通。 Actively participate in and conduct organised meetings积极参加酒店各种会议。 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与部门和酒店员工进行更为礼貌地接触，使其更具亲和力，增进团队精神并确保有效的交流方式。Adaptability适应性 Be open to new ideas and make changes in the job and routine as required随时根据要求适时改变工作方法 Work in line with business requirements in a flexible and optimistic manner根据企业要求以灵活和乐观的方式工作 Complete tasks as directed by Management依照上级的指挥完成任务 Deputize in the absence of your Manager在上级不在时代理其工作。Planning and Organising计划和组织 Establish action plans and schedules for meeting departmental priorities提前建立行动计划和日程表 Assign responsibilities, allocate resources and co-ordinate the activities of yourself and others to meet objectives effectively and efficiently分配责任, 调拨资源和协调你自己和其他人的活动有效地和高效率地符合宗旨Impact and Influence冲击与影响 Promote your ideas persuasively, and shape the opinion of subordinates and overcome resistance提高口才能力，并塑造、引导下属的观点并战胜阻力。 Build consensus for action and negotiate mutually beneficial solutions与员工行动一致，在遇到问题时，与大家协商找到最好的解决方法。.Implementation实施 Work with your Manager to ensure you have a clear view of what is required to achieve results,