Superviseur d'étage 楼层 主管

Duties and Responsibilities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 ：

Bedroom service

臥室服务

Bathroom service

卫生间服务

Valet service

洗衣服务

Cleaning service

清洁服务

Linen 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.

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 。

• Distribution 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

• Priorities arrival rooms.

排列抵店客人客房的优先顺序。

• Liaise with Front Office for guest and hotel requirements.

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 (e.g. 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。

• Ensure 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。

• Complete the accounting and submission of all statements of the department.

完成部门各项报表核算提交。

• Completed guest service request within 10 minutes.

在10分钟内完成宾客的各项服务需求。

• Be obliged to learn and well-known other department’s professional knowledge and skills.

必须有义务学习除本专业以外的其他专业领域知识与技能。

•  One specializes in many abilities, and through training and learning, you can also use your expertise in other positions.

一专多能，通过培训和学习在其它岗位上同样发挥自己的特长。

• Anticipating and meeting guests’ needs, leading the team by creating WOW stories in one’s own way.

遇见并满足客人需求，带领团队以自己的方式创造惊喜故事。

• Taking the lead of Housekeeping attendant, having feedback from guests, and fulfilling into daily operation.

带领酒店客房部服务员，获取客人反馈并在日常运作中实践。

•  Always willing to offering lateral service according to operation needs.

根据运作需要总是愿意主动提供协助。

 

Required Skills –

技能要求

• Communication skills are utilized a significant amount of time when interacting 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 Office.

熟练使用微软办公软件。

• Organizational and training abilities.

具有组织和培训能力。

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 –

经历

• 2 years housekeeping experience preferably in a hotel of similar size and complexity and including 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。