喜来登(Sheraton)酒店房务部楼层领班岗位职责.doc

Sheraton HotelJob Description喜来登集团酒店岗位职责Position: Floor CaptainGrade: 3职位：客房领班级别：3级Department: HousekeepingDivision: General Manager部门：管家部隶属：Report to: Asst. Exe. Housekeeper管辖：客房部服务员上级：行政助理管家Prepared by: Exe. HousekeeperApproved by:拟稿：行政管家批准：Job Summary:Responsible for cleanliness and service on assigned guest room floors during shift.岗位概述：当班时负责所分配的楼层的清洁及服务Duties & Responsibilities:1. Responsible for assigned floors and guest rooms during shift 2. Work closely with the Reception to ensure correct room status at all times.3. Ensure highest standard of cleaning in assigned areas4. Ensure guest privacy is respected when DND status is displayed5. Supervise turndown service6. Responsible for strict key control7. Inspect regularly guestroom corridors and public areas8. Report maintenance issues promptly to Engineering9. Ensure compliance of Lost & Found procedures10. Keep floor linen rooms neat and tidy11. Monitor productivity of the unit12. Prevent and resolve grievances13. Resolve disputes14. Discipline staff when necessary15. Check Housekeeping associates grooming, personal hygiene and appearance16. Assist with the preparation of associates duty roster17. Facilitate multiskilling18. Assist with staff training and development19. Provide ongoing advice and support to associates under your supervision20. Supervise associates performance21. Provide one to one instruction to staff members when required22. Deliver high quality service to guests23. Ensure guest needs and reasonable requests are met24. Seek opportunities to continually improve guest service, by reporting guest comments 25. Take appropriate action to resolve guest complaints26. Promote the hotel and Sheraton products and services27. Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests28. Adhere to the hotels security and emergency policies and procedures29. Log security incidents and accidents in accordance with hotel requirements30. Adhere to hotel cleaning and maintenance programs31. Ensure a high level of cleaning is maintained in your work area32. Ensure all reporting and servicing deadlines are met on a timely basis33. Carry out other tasks as directed by your supervisors职责义务：1. 当班时负表所有分配的楼层和客房2. 与接待部门密切合作确保任何时间内正确的房态3. 确保所分配的区域的高度清洁4. 确保在“请勿打扰”状态下客人的隐私被维护5. 监督夜床服务6. 负责钥匙的严格控制7. 对客房的走廊和公共区域进行常规检查8. 迅速向工程部汇报维护活动9. 确保依照失物招领程序办事10. 维持楼层布草房的干净和整洁11. 监督单元工作效率12. 避免和调解抱怨13. 解决争端14. 约束员工遵守纪律15. 检查客房部员工的仪表,个人卫生和形象16. 协助准备员工排班表17. 鼓励员工掌握多技能18. 协助进行员工的培训和发展19. 给予所管辖的员工以不断的建议和支持20. 指导员工表现21. 必要时对员工进行个别面对面指导22. 提供高品质的对客服务 23. 确保客人需求与合理的要求被满足24. 通过汇总客人的意见汇总，,寻找机会不断发展对客服务25. 采取合适的行动解决客人的抱怨26. 促销酒店与喜来登的产品与服务27. 维持对产品和服务的高度了解以便于向客人解释和销售服务和设施28. 坚持酒店安全制度、紧急情况29. 依照酒店要求记录安全日志和事故记录30. 坚持酒店的清洁和养护31. 保持维护所在工作区域的高度整洁32. 保证所有报告和服务都按时完成33. 完成你上级交待的其它任务Job Knowledge / Skill:Good knowledge of Housekeeping Guest floors daily operation.专业知识技能：具有良好的管家部楼层日常操作方面的知识。Education:Graduate from college or can be replaced by adequate experience. 教育：大学毕业或具有与之相等的丰富的工作经验。Experience:Minimum 2 years to be room attendant and 1 year supervisor in Housekeeping department. 经验：至少具有管家部2年楼层服务员和1年主管工作经验。Additional Skill required:Good supervisor to peo