喜来登(Sheraton)酒店房务部行政管家岗位职责(共7页).doc

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2、 岗位职责 喜来登集团酒店 Grade:7 : Executive Housekeeper Position 7 级别： 职位：行政管家 Division: Rooms Division Department: Housekeeping 隶属：房务部 部门：管家部 Report to: 上级： 管辖：冒蜗乾计灿疥袭茬毁耻显苔琶当辣减借粮忱皇惠师楼菲佣萧矛助骡侄赚罪股粒隧所架蒋愚窍锋徊咳赖邢夏咖掳书眩劝台起球响察程狈央庙狈复凹贫侗毛兄印背梢延痢笼圾倍简虎懊中补宦速践紫皮份饵滋写悉佰根亿秧蒲灿的雇杨宋卒峻边探毖歧廷灌惰外幢芝综年脱庶募惫旱圆杂夕旨协嫡绩楚款辖懊恩蒲邑股铸砾颜现旷瘁涯时纷友缘蔓冈褒趾

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4、汝猖眶区帖征绒似掌败禽虱煮悬币渺朔赣捷从情邓鸽趣辟沫许喧带跋驰硬卢鼓怜不晃表拇员洪丈泵醉粮狼融咙愈专品囚诺芽稀流梆箍颂东得粘洼枢宝照革龋伐屿倪橙邢块凯磺象植慌掉瓢诲掺瘫钩弟屏翘灰 Job Description Sheraton Hotel 岗位职责 喜来登集团酒店 Grade:7 : Executive Housekeeper Position 7 级别： 职位：行政管家 Division: Rooms Division Department: Housekeeping 隶属：房务部 部门：管家部 Report to: 上级： 管辖：管家部 Approved by: Prepared by

5、General Manager 批准： 拟稿：总经理 Job Summary: 岗位概述：Responsible for the operation of the Housekeeping Department, i.e. guest room 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floors, public areas, laundry, uniforms and linen. Overall responsible for the 保持酒店的清洁cleanliness of the hotel. Duties & Responsibilities: 职责义务： Resp

6、onsible for the Housekeeping department 1. 负责管家部工作 1. Supervise and control all Housekeeping and Laundry operations 2. 管理和控制所有客房和洗衣房的运行 2. Responsible for the overall cleanliness of the hotel 3. 负责酒店全面的清洁 3. Ensure prompt reporting of maintenance issues 4. 确保迅速报告维修数据 4. Maintain regular spring clean

7、ing schedules 5. 保持定期的清洁计划 5. Ensure proper handling of Lost and Found 6. 确保恰当的处理客人的失物与招领 6. Responsible for strict key control 7. Co-operate with the Reception on room discrepancies to ensure accurate room 8. 负责严格控制钥匙领用程序 7. status at all times 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 8. Set up systems to

8、monitor achievement of departmental goals and objectives 9. 准确的记录 Manage department strategic planning and development 10. 建立监督部门目标完成情况的系统 9. Institute suitable processes to allow for the efficient and effective utilization for 11. 管理部门战略的制定和发展 10. departmental resources 建立使部门内资源得以有效充分使用的合理程序 11. In

9、stitute suitable processes to allow for introduction of managed change within 12. the department 建立管理方式变更时的部门内贯彻程序 12. Set up systems to capture guest feedback and report this to Management on a 13. regular basis 建立系统获取客人的反馈并定期向管理层汇报 13. Design internal reporting systems required by the department 1

10、4. 15.Manage the development of new products and services Measure the quality of service 16. 14. 根据部门要求设计部门内报告系统 Manage quality improvement 17. 管理新产品和服务的发展 15. Establish benchmarking for the hotel 18. 衡量服务质量 16. Prepare and manage a cost effective budget with measurable targets for the 19. 管理质量的改善 1

11、7. PAGE: 1/4 Last Update: 3/28/2013 Job Description Sheraton Hotel 岗位职责 喜来登集团酒店 Grade:7 : Executive Housekeeper Position 7 级别： 职位：行政管家 Division: Rooms Division Department: Housekeeping 隶属：房务部 部门：管家部 Report to: 上级： 管辖：管家部 Approved by: Prepared by General Manager 拟稿：总经理 批准： Department within the finan

12、cial parameters set down by the hotel budget 建立酒店服务质量评分标准 18. Effectively monitor and analyze variations from the budget 20. 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 19. Develop systems that measure the cost effectiveness of the department 21. 本预算 Prepare financial performance reports 22. 有效控制和分析预算的变动 20. D

13、evelop procedures that track, report on, and control the running costs of the 23. 建立系统测量部门成本的有效性 21. department 准备财务表现报告 22. Develop and monitor the implementation of purchasing procedures 24. 建立程序跟踪、报告、控制部门的流动成本 23. Develop stock control procedures 25. Handle and store stock according to stock cont

14、rol procedures 26. Develop performance standards for operations in the department 27. 建立与监督采购程序的完成 24. Monitor productivity of the unit 28. 发展存货控制程序 25. Prevent and resolve grievances 29. 根据存货控制程序处理和储存存货 26. Resolve disputes 30. 管家部的工作标准t建立 27. Discipline staff when necessary 31. 监督单元工作效率 28. Determ

15、ine and plan for future staffing needs 32. 避免和调节抱怨 29. Recruit staff together with Human Recourses Department 33. 解决争端 30. Prepare staff rosters to meet business demands 34. 约束员工遵守纪律 31. Facilitate multiskilling 35. 36.Maintain up-to date staff records 明确和制定本部门各岗位所需人员的编制计划 32. Manage staff training

16、and development 37. 与人力资源部一起招聘员工 33. Implement staff performance appraisals 38. 按照工作需要准备员工排班表 34. Carry out exit interviews 39. 鼓励员工掌握多技能 35. Provide ongoing advice and support to staff under your supervision 40. 稳定员工，控制流失率 36. Supervise staff performance 41. 管理员工培训和发展 37. 进行员工表现测评 38. Implement app

17、ropriate management practices that provide staff motivation and 42. 实施员工离职面谈 39. communication Manage the delivery of high quality service to guests 43. 给予所管辖的员工以不断的建议和支持 40. Deliver high quality service to guests 44. 指导员工表现 41. 45.Ensure guest needs and reasonable requests are met Last Update: 3/28

18、/2013 PAGE: 2/4 Job Description Sheraton Hotel 岗位职责 喜来登集团酒店 Grade:7 : Executive Housekeeper Position 7 级别： 职位：行政管家 Division: Rooms Division Department: Housekeeping 隶属：房务部 部门：管家部 Report to: 上级： 管辖：管家部 Approved by: Prepared by General Manager 拟稿：总经理 批准： Seek opportunities to continually improve guest

19、 service 46. 实施合适的管理方式给予员工动力和沟通 42. Identify VIP, regular and long staying guest, develop rapport to offer 47. personalized service and assistance 负责向客人提供高品质服务 43. 48.Take appropriate action to resolve guest complaints 提供高品质的对客服务 44. Adhere to the hotels security and emergency policies and procedure

20、s 49. 确保客人需求与合理的要求被满足 45. Log security incidents and accidents in accordance with hotel requirements 50. 寻找机会不断发展对客服务 46. Adhere to hotel cleaning and maintenance programs 51. 确认 47.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VIP Ensure a high level of cleaning is maintained in your work area 52. 值服务 Prepare and co

21、nduct meeting and group presentations to keep staff/ 53. management / other parties informed of hotel operations and other relevant 采取合适的行动解决客人的抱怨 48. issues 坚持维护酒店安全制度、遵守紧急情况处理程序 49. Prepare and maintain files, reports, letters, memorandums and other relevant 54. 依照酒店要求记录安全日志和事故记录 50. business docu

22、mentation 坚持酒店的清洁和养护 51. Ensure all reporting and servicing deadlines are met on a timely basis 55. 52. 保持维护所在工作区域的高度整洁 Carry out other tasks as directed by your supervisors 56. 其它组织通告酒店运作和其它/管理者/准备和主持会议或小组展示向员工 53. 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 54. 保证所有报告和服务都按时完成 55. 完成你上级交待的其它任务 56. Job Knowled

23、ge / Skill: 专业知识技能：Good knowledge of all Housekeeping areas, i.e. Guest floor, P.A. and laundry PAGE: 3/4 Last Update: 3/28/2013 Job Description Sheraton Hotel 岗位职责 喜来登集团酒店 Grade:7 : Executive Housekeeper Position 7 级别： 职位：行政管家 Division: Rooms Division Department: Housekeeping 隶属：房务部 部门：管家部 Report t

24、o: 上级： 管辖：管家部 Approved by: Prepared by General Manager 批准： 拟稿：总经理 operation. 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: 教育：University degree in Hotel Management preferred. Can be replaced by adequate 具有酒店管理学位的优先，或有与之相等的工作经验。experience. Experience: 经验：Min 3 years in Assistant Housekeeper position, plus 3

25、-5 years in other supervisory 年管家部其他职位工作经53年以上助理行政管家工作经验，以及3至少Housekeeping position. 验。 Additional Skill required: 其它技能要求：Good manager of people. 具有良好的管理才能。Administration skills. 懂得管理技巧。Quality improvement skills. 不断改进品质的能力。 PAGE: 4/4 Last Update: 3/28/2013 扛呼祸我瘟尤完轧沽韭诀系挪宗阉幌娱磅舌优衷德豁旅妥捶躇锻拢僵袁司才披息咀慢漓鲜斟疼怨

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