酒店房务部行政管家岗位职责

1、Job Summary:Responsible for the operation of the Housekeeping Department, i.e. guest room floors, public areas, laundry, uniforms and linen. Overall responsible for the cleanliness of the hotel. 岗位概述：负责管家部工作如楼层、公共区域、洗衣房、制服房及布草房等保持酒店的清洁Duties & Responsibilities:Responsible for the Housekeeping depart

2、mentSupervise and control all Housekeeping and Laundry operationsResponsible for the overall cleanliness of the hotelEnsure prompt reporting of maintenance issuesMaintain regular spring cleaning schedulesEnsure proper handling of Lost and FoundResponsible for strict key control Co-operate with the R

3、eception on room discrepancies to ensure accurate room status at all timesSet up systems to monitor achievement of departmental goals and objectivesManage department strategic planning and developmentInstitute suitable processes to allow for the efficient and effective utilization for departmental r

4、esourcesInstitute suitable processes to allow for introduction of managed change within the departmentSet up systems to capture guest feedback and report this to Management on a regular basisDesign internal reporting systems required by the departmentManage the development of new products and servic

5、esMeasure the quality of serviceManage quality improvementEstablish benchmarking for the hotelPrepare and manage a cost effective budget with measurable targets for the Department within the financial parameters set down by the hotel budgetEffectively monitor and analyze variations from the budgetDe

6、velop systems that measure the cost effectiveness of the departmentPrepare financial performance reportsDevelop procedures that track, report on, and control the running costs of the departmentDevelop and monitor the implementation of purchasing proceduresDevelop stock control proceduresHandle and s

7、tore stock according to stock control proceduresDevelop performance standards for operations in the departmentMonitor productivity of the unitPrevent and resolve grievancesResolve disputesDiscipline staff when necessaryDetermine and plan for future staffing needsRecruit staff together with Human Rec

8、ourses DepartmentPrepare staff rosters to meet business demandsFacilitate multiskilling Maintain up-to date staff records Manage staff training and development Implement staff performance appraisalsCarry out exit interviewsProvide ongoing advice and support to staff under your supervisionSupervise s

9、taff performanceImplement appropriate management practices that provide staff motivation and communication Manage the delivery of high quality service to guestsDeliver high quality service to guestsEnsure guest needs and reasonable requests are metSeek opportunities to continually improve guest serv

10、iceIdentify VIP, regular and long staying guest, develop rapport to offer personalized service and assistanceTake appropriate action to resolve guest complaintsAdhere to the hotels security and emergency policies and proceduresLog security incidents and accidents in accordance with hotel requirement

11、sAdhere to hotel cleaning and maintenance programs Ensure a high level of cleaning is maintained in your work areaPrepare and conduct meeting and group presentations to keep staff/ management / other parties informed of hotel operations and other relevant issuesPrepare and maintain files, reports, l

12、etters, memorandums and other relevant business documentation Ensure all reporting and servicing deadlines are met on a timely basisCarry out other tasks as directed by your supervisors职责义务：负责管家部工作管理和控制所有客房和洗衣房的运行负责酒店全面的清洁确保迅速报告维修数据保持定期的清洁计划确保恰当的处理客人的失物与招领负责严格控制钥匙领用程序与接待处合作有关于房间状态的问题，以确保在任何时间里房间的状态被

13、准确的记录建立监督部门目标完成情况的系统管理部门战略的制定和发展建立使部门内资源得以有效充分使用的合理程序建立管理方式变更时的部门内贯彻程序建立系统获取客人的反馈并定期向管理层汇报根据部门要求设计部门内报告系统管理新产品和服务的发展衡量服务质量管理质量的改善建立酒店服务质量评分标准根据酒店预算所确定的财务参数准备和管理本部门的目标可测量的有效成本预算有效控制和分析预算的变动建立系统测量部门成本的有效性准备财务表现报告建立程序跟踪、报告、控制部门的流动成本建立与监督采购程序的完成发展存货控制程序根据存货控制程序处理和储存存货 建立t管家部的工作标准 监督单元工作效率避免和调节抱怨解决争端约束员工

14、遵守纪律明确和制定本部门各岗位所需人员的编制计划 与人力资源部一起招聘员工按照工作需要准备员工排班表鼓励员工掌握多技能稳定员工，控制流失率管理员工培训和发展进行员工表现测评实施员工离职面谈给予所管辖的员工以不断的建议和支持指导员工表现实施合适的管理方式给予员工动力和沟通负责向客人提供高品质服务提供高品质的对客服务 确保客人需求与合理的要求被满足寻找机会不断发展对客服务确认VIP客人，常住客人和长包房客人。建立良好关系并提供个性化和超值服务采取合适的行动解决客人的抱怨坚持维护酒店安全制度、遵守紧急情况处理程序依照酒店要求记录安全日志和事故记录坚持酒店的清洁和养护 保持维护所在工作区域的高度整洁准

15、备和主持会议或小组展示向员工/管理者/其它组织通告酒店运作和其它方面的情况准备和维护文档、报告、信函、备忘录和其它相关业务资料保证所有报告和服务都按时完成完成你上级交待的其它任务Job Knowledge / Skill:Good knowledge of all Housekeeping areas, i.e. Guest floor, P.A. and laundry operation.专业知识技能：具有良好的关于楼层，公共区域以及洗衣房方面的专业知识。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，或有与之相等的工作经验。Experience:Min 3 years in Assistant Houseke