楼层督导岗位职责

请在简历上附上近照，我们会自动拒绝所有不带照片的简历，并请提供英文简历至邮箱********@****.***，谢谢。
Please be aware that we will automatically reject all resumes without photos, please send your English CV to ********@****.***. Thank you.
【工作职责】
1、安排、指导楼层服务员开展工作。
2、检查、监督服务员的仪表仪容和工作表现，指导员工的实际操作并保持服务效率和质量。
3、做好交、接班工作，跟办上一班次未完成的事项。
4、检查客房，保持客房整洁，房间供应品充足，尤其是贵宾房，必须在客人抵达前清洁及摆设妥当，及认真填写工作表。
5、检查客房楼层走廊、楼梯、电梯等公共地方的清洁，检查楼梯、防火通道和消防设施，以策安全，如发现故障，即出具维修工作单送工程部。（如紧急马上通知工程部维修）
6、跟进落实客人的特殊要求。
7、记录客人遗留物品并送交管家部办公室文员签收。
8、向上司报告客人投诉事件和突发事件，如助理管家缺席时，与大堂副理及保安部合作处理客人投诉事宜并做好记录。
9、培训员工，评估员工工作表现，执行奖惩制度。
10、当值早班及中班时，参加每天例会，向服务员传达会议内容并跟进实施。
11、当值中班时，负责分派当天贵宾房的礼品，监督检查开床服务的质量。
12、关心员工，密切关注员工的思想动态并及时给予引导。
13、处理客人投诉和突发事件并及时向上级汇报。
14、肩负对楼层布草、客用品的管理和使用职责。
15、记录客人的住宿习惯及特别要求并上交主管以便完善客史档案。
16、落实各项节能措施。
17、检查房间的摆设质量并合理使用。
18、落实部门及酒店的各项制度及按标准事实管理工作。
19、完成上级委派的其它任务。
20、除上述工作外，还需接受公司安排的临时性工作。
21、积极发放酒店正面信息，推广酒店住房、饮食资讯。
22、学习并熟记岭南酒店服务精神和酒店承诺、梦想、时光的信息。
【任职条件】
1、高中以上学历。
2、应具有２年以上客房实践工作经验，并有岗位资格证书。
3、熟悉客房的业务知识及技能，并具备一定的工作组织、协调、指挥能力。
4、具有一定的管理能力及有良好的对客服务意识。
5、具有一定的英语水平。
6、熟悉电脑操作。
7、具有较强的责任心及严谨的工作态度，有较好的沟通能力。

请在简历上附上近照，我们会自动拒绝所有不带照片的简历，并请提供英文简历至邮箱********@****.***，谢谢。
Please be aware that we will automatically reject all resumes without photos, please send your English CV to ********@****.***. Thank you.
【任职条件】
1、 专科以上学历，具有行政楼层工作经验优先；
2、 熟悉行政楼层的接待服务程序，满足宾客需求；
3、 具备热情主动的工作态度和团结协作精神，掌握良好的社交礼仪和沟通技巧；
4、 具备基本英语沟通能力；
5、 应具有一定的客房及餐饮知识。
【工作职责】
1. 热情有礼、微笑、专业有效地为行政客人办理入住和退房及咨询服务;提供行政VIP享有的服务，确保客人对服务满意；
2. 严格按照酒店的规章制度和部门的工作程序,参与部门的日常工作
3. 在工作中为酒店节约成本，不铺张浪费；
4. 要做到服务承诺的三点要求：1、微笑问候（微笑待客、与客人打招呼），2、感恩客人，3、征询意见（积极主动询问客人是否需要为其提供帮助）。 
5. 热爱品牌,积极增销；推广酒店产品。
6. 完成上司分配的其它工作。

Ensure day-to-day operational efficiency of the section.确保每天每个部门的工作能被有效的完成。Assign rooms delegate jobs to room attendants / housemen.确定房间和指派工作给楼层服务员。Ensure staff under his / her jurisdiction performs their duties responsibilities according to approved systems procedures.确保员工在领班的管辖内对他们的工作负责。Give additional assignments over above regular duties if required.如果有要求可以给于额外的协助。Prepare work schedules distribute work assignments / projects room allocations fVIP’s RA’s fairly.准备工作安排和安排计划清洁及公平的分配给每位楼层服务员的工作量Keep all linen supply closets neat, clean stocked.保持所有的布草备品柜干净清洁整齐，备量充足。Pick-up computer print-out room allocations from the Coordinat/der Taker act accordingly.从文员处打印当天的报表Carry out the following routine assignments:贯彻和落实日常工作的分配：Ensure room attendants / housemen emptied cleaned their vacuum cleaners, other cleaning tools before going off duty.楼层服务员确保在下班之前清理吸尘器和整理好其他的清理工具。Check room attendants while cleaning guestrooms to see if proper correct procedures are being used.检查服务员在清洁房间时是否按照正确的方法和流程。Ensure that VIP’s RA allocated rooms fthe day are given priority cleaning.确保贵宾房间和当天客人的房间预先得到清洁。Inspect all VIP rooms by 11:30 AM block rooms  prito guests’ arrival.在11点30分之前检查所有的贵宾房间及准备好给预先要到的客人房间。Ensure flower arrangements provided in the rooms are fresh, potted plants in goodder not withered fruits are fresh.确保房内的花和水果是新鲜的，小植物保持良好状态Ensure that all amenities guests supplies are complete according to standard set-up.确保所有的备品和客用品都按照标准摆放。Check out-of-order rooms fdevelopments progress, Follow up with engineering检查坏房的进展和计划并协调工程部及时维修。Check all occupied rooms, after room attendants have cleaned them ensure they are properly cleaned serviced, supplied are replenished.在服务员清洁住店房间后，检查他们是否按照正确的方法清洁和服务，及所有的客用品都已经补充齐全。Check turn-down rooms ensure proper procedures are followed.检查开夜床和确保流程是否被正确遵守。Inspect departure rooms ensure that they are communicated immediately to the housekeeping office.检查离店房间和确保他们立即与客房部办公室保持沟通。Report / notify the Assistant Executive Housekeeper regarding:报告及通知客房部经理work problems 工作问题guests’ special request habits 客人的特别要求及喜好。any unusual happenings on the floconcerning Hotel guest staff关于酒店客人和员工在楼层发生的任何问题。loss damage of furniture, fixtures equipment所有家具设备的损坏记遗失。Safe deposit box left locked by guest up on check-out not attended to immediately thus causing delay in releasing the room.退房后客人未清理保险箱，及延房客人Inspect the carpets shampooed, repaired re-installed in the guest floto ensure that the standard set forth is met.检查清洗地毯，维修客房地板，保证一切按标准操作。Inspect guestrooms public areas. Ensure that they are neat, clean,derly sanitary.检查公共区域，保证他们整齐，干净，卫生When assigned in the early shift (7:00 AM), prepare individual supervisor’s work sheet; ensure accurate logging of pertinent data such as extra departures fthe day extra items loaned to the guests; conduct early morning inspection of all guest flocorridors, pantries, service areas, backstairs out ofder rooms; prepare submit observations to the Executive housekeeper before the daily morning meeting with the rest of the flosupervisors.早班当值，准备领班报表，登记相关信息，例如当天的退房，客人借用物品，检查楼层服务区，后通道和坏房，准备会议要点给经理和其他领班。When assigned in the evening shift, inspect vacant occupied rooms at random to counter check the work of the evening chambermaid. Room attendants / housemen in turning down beds; give back departure rooms, prepare VIP room allocations.中班当值，检查中班员工的房间，晚床服务及检查晚退房客人房间，准备第二天早到的贵宾房间。Ensure services trolleys trays are not left in the corrid/ hallway immediately brought to the service area in a tidy condition according to standard procedure.确保员工的工作篮不要放在走廊上，并且根据规定保持良好状态Ensure mini bar set-up in rooms are replenished complete. Supervisassist in the mini bar operations. Conduct monthly mini-bar stock taking.确保散客房间的小冰箱被补充，并做好报表Ensure all items left behind by guest are forwarded to the housekeeping office immediately that staff follow Lost & Found procedures.保证客人的遗留物品都交至客房部办公室，员工都能遵守事物招领的程序。Ensure par stock of linen, guest cleaning supplies are maintained.保证客用布草和清洁用品及时的供应Ensure that there is no over-stock of any cleaning guest supply items in the pantry. Ensure that they are safeguarded against wastage, shortage loss.保证工作间没有过量的客用品，员工不要浪费客用品Report to the Assistant Executive housekeeper any solutions tools which need replacement repair.及时报告上级需要维修或更换的工具Conduct regular inspection of storeroom before requisitioning fsupplies chemicals, to ensure proper control.定时检查仓库，确保控制好客用品，药水。Prepare weekly store requisitions of guest cleaning supplies.准备每周的领料单Supervise, train re-train room attendants / housemen, especially on special cleaning procedures then follow-up.管理和培训员工，尤其是一些特殊的清洁程序。Recommend medial disciplinary measures fstaff if when necessary.在可能状况下员工犯错建议给员工一些劝告。Rectify reprimstaff of wrong working attitude standards.纠正员工不正确的工作态度和工作质量。Read evening overnight hand-over of flosupervisors note down important matters concerning his / her assigned flowhich deed immediate attention. Sign prescribed logbook after reading.阅读中班和夜班的交接并记录一些重要信息，并要签字。Continue unfinished jobs / tasks of previous shift.更进前一班次未完成的工作。Follow-up with engineering department all pending workders.跟进一些工程部未完成的工程。Request fearly make-up rooms to be relayed to Room attendants / housemen immediately faction.安排员工打扫一些客人需要或早到的房间Account froom attendants / housemen’s worksheets / reports检察员共的工作报表 Report all changes of room status, any maintenance defects to the Housekeeping office at once.立即报告有房态差异，任何工程问题及时汇报Collect flomaster keys room attendant’s / housemen’s reports at the end of the shift.在下班之前收集楼层所有的钥匙在Read check reports of room attendants / housemen ask staff to explain funfinished jobs. Send back room attendant / housemen if it is necessary to finish the job.检察员工报表，并且让员工解释未完成的工作，让他们完成。Give proper hand-over to the next shift flosupervisbased on reports submitted by subordinates.根据当天工作报告留交接给下一个班次的主管。Act on all decisions programs of the Executive Housekeeper.实施所有服务总监和行政管家制度的一些决定和计划。Ensure all flostaff understfollow rules regulations of the Housekeeping department house rules of the hotel.确保楼层员工理解并且遵守客房部所有规章制度。 Ensure all flostaff are aware of hotel emergency safety procedures including pest control.所有员工知道楼层上遇到突发事件的处理程序。Monitroom attendants’ grooming.注意员工仪容仪表Ensure staffs are wearing prescribed complete uniform name tags.保证员工穿制定的工作服和佩戴名牌Establish maintain effective communication within the housekeeping department.在部门内建立良好的沟通。Maintain personal grooming as per hotel’s standard to project / maintain an efficient professional image fthe hotel set example to subordinates.按照酒店的标准修饰自己良好的职业形象，在员工面前做表率的作用Safeguard guests hotel properties tightly monitthe entry of guest rooms by hotel employees subcontractors’ personnel.保护客人及酒店财产的安全Retain key assigned to you in your possession at all times.保管好你分管的钥匙Never leave your master key card in the energy – saving device.任何情况不能留下万能钥匙Never leave the doopen room unattended at any time.任何时间都不能开着门离开房间Ensure that the guest room dois locked when you close it.保证你在关门时，确定门被锁住的Open doors fnon-key holder housekeeping staff other hotel staff (e.g. Engineering, Bellmen, Room Service Waiters, outside contractors, etc.) properly record time of entry, mane party reason fentering room.为没有钥匙的员工开门例如工程部，行李员，客房送餐与外企公司，记录好时间和为何原因开门。Report immediately to the Housekeepingder taker any valuables documents, such as passport, wallet, money, jewellery, etc, lying on the bed table. Do not touch wait fthe arrival of the guest service officer.报告给房间内有价值的东西和文件，例如护照，钱包，珠宝等物品放在桌上或床上的不要碰它们通知客户关系经理。Report immediately to the housekeepingder taker any unattended bags, luggage, parcel, etc. left in inappropriate places.立即报告无人看管的行李，包裹，留在合适的地方Must minimize entry occupied guest rooms.尽量减少进出客房的机会