国际酒店客房管家部岗位职责说明书 H7_客房主管Housekeeping Supervisor-Floor_Hotel Level I to V_Chinese_HI-Done

1、酒店管理之家 Housekeeping 客房标准操作程序 Hotel Room Management Training Manual 国际酒店客房手册国际酒店客房手册 International Hotel Room Handbook 酒店管理之家 JOB OVERVIEW 职职位位概述概述 Supervise and inspect the work of assigned room and/or public area attendants to ensure product quality standards are met and that optimum service is pro

2、vided to hotel guests according to hotel and company business objectives. 监督和检查分配给客房和公共区域服务生的工作，按酒店和公司业务目标确保符合产品的质量标准，为酒 店客人提供卓越的服务。 At HOTEL we want our guests to relax and be themselves which means we need you to: Be you by being natural, professional and personable in the way you are with people

3、Get ready by taking notice and using your knowledge so that you are prepared for anything Show you care by being thoughtful in the way you welcome and connect with guests Take action by showing initiative, taking ownership and going the extra mile 在，我们希望宾客能尽情放松、做回自己，这意味着我们的团队成员要做到： 展现真我：在与他人接触时真实自然、

4、形象专业、积极乐观 时刻准备：注意观察周围的事物，运用自己的知识，做好应对任何事情的准备 体现关爱：对宾客关切周到、热诚欢迎并与他们心意相通 积极行动：积极主动、尽职尽责并且要多做一步 DUTIES AND RESPONSIBILITIES 工作职责工作职责 Supervise the implementation of housekeeping standards and procedures in relation to: 监督客房部各项标准和工作程序的执行 ： oBedroom service 臥室服务 oBathroom service 卫生间服务 oValet service 洗衣服

5、务 oCleaning service 清洁服务 oLinen maintenance 布巾维护 Recommended changes to these standards and training needs on an ongoing basis 就这些标准和培训需求提供持续性的改进建议。 Maintain a current and thorough knowledge of all housekeeping systems Room to have a great start 成功的开始 Housekeeping Supervisor 客房主管 Hotel Level: 酒店等级：

6、I V 一一-五五 Department: 部门： Rooms Division Floor/Public Area 房务部房务部 楼层楼层/公共区域公共区域 Job Band: 职位等级： 7Reports To: 直属上级： Assistant Housekeeper, Executive Housekeeper 行政行政副副管家，管家，行政管家行政管家 酒店管理之家 对客房部所有系统有最新和完整的知识。 Open and close the shift and ensure effective shift hand over 负责管理接班和交班工作，以确保交接班过程的有效进行 。 Dis

7、tribution and collection of keys 分发和收集钥匙。 Management of all incoming and outgoing calls 管理所有的呼入和呼出电话。 Solve employee grievances 解决员工受到的不公正待遇问题。 Perform Room allocations 分配客房 Perform Room inspections 检查客房 Prioritise arrival rooms 排列抵店客人客房的优先顺序。 Liaise with Front Office for guest and hotel requirement

8、s 配合前台满足酒店和客人的要求。 Ensure guest valet is processed and delivered in a timely manner 确保及时为客人提供洗衣服务并送还。 Co-ordinate special projects (eg site rooms, vermin control, window and carpet cleaning, room inventories) 协调特别项目(如参观客房，除虫，窗户和地毯的清洁，客房供应量)。 Manage all special requests made by guests 处理客人所有的特殊要求。 Ens

9、ure consistency within the department 确保部门内工作的一致性。 Management of lost property for the hotel 管理酒店的遗失财物。 Ensure you have complete knowledge of room types, layouts and facilities 确保具有客房类型，设计和设施的全面知识。 Manage storage areas 管理仓库 Maintain adequate stock levels 保存充足的用品存货。 Complete stock takes as required 按

10、要求完成库存盘点工作。 Maintain stock levels 维持存货水平 Conducts shift briefings to ensure hotel activities and operational requirements are known 进行交接班说明，确保了解酒店的工作和运营需求。 Works with Superior and Human Resources on manpower planning and management needs 与上级领导和人力资源部一起进行人力规划和管理需求。 Works with Superior Director of Fina

11、nce in the preparation and management of the Departments budget. 与上级领导和财务总监一起编制和管理部门预算。 ACCOUNTABILITY 责任范围责任范围 Number of employees supervised 管理的员工管理的员工 Direct Room Attendant; Florist; Housekeeping Coordinator; Room Valet; Housekeeping Order-Taker; Seamstress; House-person; Public Area Attendant; U

12、niform Attendant; Linen Room Attendant Supervisor 酒店管理之家 直接 客房服务生，花工， 客房部协调员，房务助理工，客房部文员，裁缝， 清洁 员， 公共区域保洁 员， 制服房服务生， 布草房服务员，主管 Indirect N.A. 间接 无 Annual Operating Profit/Payroll Budget 年度经营利润和薪金预算年度经营利润和薪金预算 N.A. 无 Key Metrics 主要绩效指标主要绩效指标 Cleanliness of Room and Public Area 客房和公共区域的整洁度 Rate of Gues

13、t Room turnover 客房周转率 Decision Making Responsibilities (Decision Rights) 决策职责决策职责(决策权决策权) Within the authority as assigned for Hotel Band 7 role 酒店职位 7 级所拥有职权范围 QUALIFICATIONS AND REQUIREMENTS 任职要求任职要求 Required Skills 技能要求技能要求 Communication skills are utilized a significant amount of time when inter

14、acting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. 拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方 交往的能力。 Able to speak, read and write English 具有说，读和写英语的能力。 Proficient in the use of Microsoft O

15、ffice 熟练使用微软办公软件 Organizational and training abilities 具有组织和培训能力 Qualifications 学历学历 High School or Diploma in Hotel Administration, Hotel Management or equivalent 高中或酒店行政管理，酒店管理或相当的大专学历。 Experience 经验经验 2 years housekeeping experience preferably in a hotel of similar size and complexity and includi

16、ng supervisory experience or training. 最好拥有在相似规模酒店 2 年客房工作经验，包括的管理经验或培训经验。 Type and level of experience required may vary slightly based on size and complexity of operation 经验类型和程度的要求可能因运营规模和复杂性而略有不同。 The statements in this job description are intended to describe the essential nature and level of w

17、ork being performed. They are not intended to be ALL responsibilities or qualifications of the job. 酒店管理之家 Employee Name (print) Employee Signature Date 此职位描述所陈述的只是该项工作的核心内容和主要层面，并非所有职责或资历要求。此职位描述所陈述的只是该项工作的核心内容和主要层面，并非所有职责或资历要求。 员工姓名(正楷) 员工签名 日期 酒店管理之家 酒店管理手册 前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办前厅、客房、餐厅、人事、

18、保安、工程、营销、行政、总经办 开业、入职、招聘、设计、程序、标准、开业、入职、招聘、设计、程序、标准、SOP 酒店管理之家 附件： 酒店各部门组织架构酒店各部门组织架构 总经理办公室:GM 人力资源部:HR 财务部:FN 销售部:S&M 餐饮部:F&B 前厅部:FO 客房部:HSKP 工程部:ENG 保安部:SEC 康乐部:ENT 市场传讯部 MC 酒店各职位英文缩写 Board Chairman (Director) 董事长 GM-GENERAL MANAGER 总经理 DGM-DUTY GENERAL MANAGER 副总 DOR-DIRECTOR OF ROOMS 客务部总监 AM-ASSISTANT MANAGER 大堂经理 FO-FRONT OFFICE 前厅部 DOM-DIRECTOR OF SALES&MARKETING 销售部总监 FOM-FRONT OFFICE MANAGER