喜来登(Sheraton)酒店房务部助理管家岗位职责.doc

Sheraton Jiangyin HotelJob Description江阴黄嘉喜来登集团酒店岗位职责Position: Assistant HousekeeperGrade:5职位：助理管家级别：5Department: HousekeepingDivision: Rooms Division部门：管家部隶属：房务部Report to: 管辖： 上级：行政管家,行政助理管家Prepared by: General ManagerApproved by:拟稿：总经理批准：Job Summary:Responsible for the daily activities on the guest floors and in Public Areas during shift, by supervising the Supervisor and associates in these areas.岗位概述：当班时监督楼层主管及服务员负责楼层及公共区域工作。Duties & Responsibilities:1. Work closely with the Reception to ensure correct room status at all times.2. Check the staff duty conditions, assign floors, tasks and duties to Room Attendants and Supervisor3. Ensure highest standard of cleaning by constantly circulating all areas involved, providing support and coaching 4. Ensure guest privacy is respected when DND status 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. Assist Executive Housekeeper in supervising the overall operation of Housekeeping 12. Ensure that all occupied rooms are serviced daily13. Ensure that all Public Areas are cleaned regularly14. Ensure that Do Not Disturb procedure is followed at all times15. Responsible for adequate stocking of floor linen rooms at all times16. Check on consumption and correct usage of equipment, cleaning and guest supplies, keep the cleaning equipment in good working condition.17. Ensure smooth running of the Housekeeping office18. Supervise work operations of the unit/ outlet19. Monitor productivity of the unit20. Prevent and resolve grievances21. Resolve disputes22. Discipline staff when necessary23. Check Housekeeping associates grooming, personal hygiene and appearance24. Assist with the preparation of associate duty roster25. Assist with maintaining up-to-date staff records 26. Facilitate multiskilling27. Assist with staff training and development28. Conduct staff performance appraisals29. Provide ongoing advice and support to staff under your supervision30. Supervise staff performance31. Deliver high quality service to guests32. Ensure guest needs and reasonable requests are met33. Seek opportunities to continually improve guest service, by reporting guest comments 34. Take appropriate action to resolve guest complaints35. Promote the hotel and Sheraton products and services36. Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests37. Adhere to the hotels security and emergency policies and procedures38. Log security incidents and accidents in accordance with hotel requirements39. Adhere to hotel cleaning and maintenance programs40. Ensure a high level of cleaning is maintained in your work area41. Ensure all reporting and servicing deadlines are met on a timely basis42. Carry out other tasks as directed by your supervisors职责义务：1. 与前台密切合作,随时确保正确的客房状态。2. 检查员工工作情况， 安排楼层主管和服务员工作。3. 随时监督指导客房服务,确保高标准的清洁， 为员工提供支持和培训4. 确保“请勿打扰”状态时客人的隐私得到尊重5. 监督夜床服务6. 负责严格的钥匙领取程序7. 例行检查客房,走廊和公共区域8. 即时向工程部报告维修申请9. 确保遵循失物招领程序10. 保持楼层布草房的整洁11. 协助行政管家管理客房的全部运行12. 确保所有的住客房间每天得到服务13. 确保所有的公共区域得到例行清洁14. 确保随时遵循”请勿打扰”程序15. 负责楼层布草房随时有充足的存货16. 控制清洁用品及客用品的消耗，保持机器处于良好的状态。17. 确保客房办公室正常运作18. 指导部门的工作运行19. 监督部门工作效率20. 避免和调解抱怨21. 解决争端22. 必要时以纪律约束员工23. 检查员工个人仪表及卫生24. 协助准备员工排班表25. 稳定员工，控制流失率26. 鼓励员工掌握多技能27. 协助员工的培训和发展28. 建立员工表现评估29. 给予所管辖的员工以不断的建议和支持30. 指导员工表现31. 向客人提供优质服务32. 确保客人需求和合理要求被满足33. 不断地寻找机会发展对客服务34. 采取合适的行动解决客人的抱怨35. 促销酒店与喜来登的产品与服务36. 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与设施37. 坚持酒店安全制度、紧急情况处理规定和程序38. 依照酒店要求记录安全日志和事故记录39. 坚持酒店的清洁和养护40. 保持维护所在工作区域的高度整洁41. 确保所有报告和服务都按时完成42. 完成你上级交待的其它任务Job Knowledge / Skill:Good knowledge of Housekeeping daily operation skill including guest floors and public area.专业知识技能：具有良好的管家部楼层，PA日常操作方面的专业知识。Education:University degree in Hotel Management preferred. Can be replaced by adequate experience.教育：具有酒店管理学位的优先，或具有与之相等的丰富的工作经验。Experience:Min 3 years in supervisory position