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1、Sheraton HotelJob Description喜来登集团酒店岗位职责Position: Executive HousekeeperGrade:7职位：行政管家级别：7Department: HousekeepingDivision: Rooms Division部门：管家部隶属：房务部Report to:管辖：管家部上级：Prepared by General ManagerApproved by:拟稿：总经理批准：Job Summary:Responsible for the operation of the Housekeeping Department, i.e. guest
2、 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:1. Responsible for the Housekeeping department2. Supervise and control all Housekeeping and Laundry operations3. Responsibl
3、e for the overall cleanliness of the hotel4. Ensure prompt reporting of maintenance issues5. Maintain regular spring cleaning schedules6. Ensure proper handling of Lost and Found7. Responsible for strict key control 8. Co-operate with the Reception on room discrepancies to ensure accurate room statu
4、s at all times9. Set up systems to monitor achievement of departmental goals and objectives10. Manage department strategic planning and development11. Institute suitable processes to allow for the efficient and effective utilization for departmental resources12. Institute suitable processes to allow
5、 for introduction of managed change within the department13. Set up systems to capture guest feedback and report this to Management on a regular basis14. Design internal reporting systems required by the department15. Manage the development of new products and services16. Measure the quality of serv
6、ice17. Manage quality improvement18. Establish benchmarking for the hotel19. Prepare and manage a cost effective budget with measurable targets for the Department within the financial parameters set down by the hotel budget20. Effectively monitor and analyze variations from the budget21. Develop sys
7、tems that measure the cost effectiveness of the department22. Prepare financial performance reports23. Develop procedures that track, report on, and control the running costs of the department24. Develop and monitor the implementation of purchasing procedures25. Develop stock control procedures26. H
8、andle and store stock according to stock control procedures27. Develop performance standards for operations in the department28. Monitor productivity of the unit29. Prevent and resolve grievances30. Resolve disputes31. Discipline staff when necessary32. Determine and plan for future staffing needs33
9、. Recruit staff together with Human Recourses Department34. Prepare staff rosters to meet business demands35. Facilitate multiskilling 36. Maintain up-to date staff records 37. Manage staff training and development 38. Implement staff performance appraisals39. Carry out exit interviews40. Provide on
10、going advice and support to staff under your supervision41. Supervise staff performance42. Implement appropriate management practices that provide staff motivation and communication 43. Manage the delivery of high quality service to guests44. Deliver high quality service to guests45. Ensure guest ne
11、eds and reasonable requests are met46. Seek opportunities to continually improve guest service47. Identify VIP, regular and long staying guest, develop rapport to offer personalized service and assistance48. Take appropriate action to resolve guest complaints49. Adhere to the hotels security and eme
12、rgency policies and procedures50. Log security incidents and accidents in accordance with hotel requirements51. Adhere to hotel cleaning and maintenance programs 52. Ensure a high level of cleaning is maintained in your work area53. Prepare and conduct meeting and group presentations to keep staff/
13、management / other parties informed of hotel operations and other relevant issues54. Prepare and maintain files, reports, letters, memorandums and other relevant business documentation55. Ensure all reporting and servicing deadlines are met on a timely basis56. Carry out other tasks as directed by y
14、our supervisors职责义务：1. 负责管家部工作2. 管理和控制所有客房和洗衣房的运行3. 负责酒店全面的清洁4. 确保迅速报告维修数据5. 保持定期的清洁计划6. 确保恰当的处理客人的失物与招领7. 负责严格控制钥匙领用程序8. 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准确的记录9. 建立监督部门目标完成情况的系统10. 管理部门战略的制定和发展11. 建立使部门内资源得以有效充分使用的合理程序12. 建立管理方式变更时的部门内贯彻程序13. 建立系统获取客人的反馈并定期向管理层汇报14. 根据部门要求设计部门内报告系统15. 管理新产品和服务的发展16.
15、 衡量服务质量17. 管理质量的改善18. 建立酒店服务质量评分标准19. 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20. 有效控制和分析预算的变动21. 建立系统测量部门成本的有效性22. 准备财务表现报告23. 建立程序跟踪、报告、控制部门的流动成本24. 建立与监督采购程序的完成25. 发展存货控制程序26. 根据存货控制程序处理和储存存货 27. 建立t管家部的工作标准28. 监督单元工作效率29. 避免和调节抱怨30. 解决争端31. 约束员工遵守纪律32. 明确和制定本部门各岗位所需人员的编制计划 33. 与人力资源部一起招聘员工34. 按照工作需要准
16、备员工排班表35. 鼓励员工掌握多技能36. 稳定员工，控制流失率37. 管理员工培训和发展38. 进行员工表现测评39. 实施员工离职面谈40. 给予所管辖的员工以不断的建议和支持41. 指导员工表现42. 实施合适的管理方式给予员工动力和沟通43. 负责向客人提供高品质服务44. 提供高品质的对客服务 45. 确保客人需求与合理的要求被满足46. 寻找机会不断发展对客服务47. 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48. 采取合适的行动解决客人的抱怨49. 坚持维护酒店安全制度、遵守紧急情况处理程序50. 依照酒店要求记录安全日志和事故记录51. 坚持酒
17、店的清洁和养护52. 保持维护所在工作区域的高度整洁53. 准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54. 准备和维护文档、报告、信函、备忘录和其它相关业务资料55. 保证所有报告和服务都按时完成56. 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 degr
18、ee 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 Housekeeper position, plus 3-5 years in other supervisory Housekeeping position.经验：至少3年以上助理行政管家工作经验，以及35年管家部其他职位工作经验。Additional Skill required:Good manager of people.Administration skills.Quality improvement skills.其它技能要求：具有良好的管理才能。懂得管理技巧。不断改进品质的能力。Last Update: 7/25/2022 PAGE: 4/4