喜来登(sheraton)酒店房务部行政助理管家岗位职责.doc

Sheraton Hotel Job Description喜来登集团酒店岗位职责Position: Asst. Ex. HousekeeperGrade: 5职位：行政助理管家级别：5Department: HousekeepingDivision: Rooms Division部门：管家部隶属：房务部Report to: Executive Housekeeper管辖： 上级：行政管家Prepared by:Approved by:拟稿： 批准：Job Summary:Assist Executive Housekeeper in the operation of the Housekeeping Department. Acting Executive Housekeeper in his/her absence.岗位概述：协助行政管家负责客房部工作并在其不在时负责其工作Duties & Responsibilities: 1. Assist the Executive Housekeeper in the operation of the Housekeeping Department2. Supervise and control all Housekeeping operations. Assist assign and supervise the Supervisor in their work and assist if required.3. Responsible for the Housekeeping Department in the absence of the Executive Housekeeper.4. Train, motivate and evaluate staff.5. Responsible for the overall cleanliness of the hotel, check all areas regularly6. Ensure all work is done according to the department’s procedures and ensure the hotel’s regulations are being followed.7. Ensure prompt reporting of maintenance issues8. Maintain regular spring cleaning schedules9. Personally inspect VIP rooms.10. Handle any guest complaints, and reports them to the Executive Housekeeper. 11. Ensure proper handling of Lost and Found12. Responsible for strict key control 13. Co-operate with the Reception on room discrepancies to ensure accurate room status at all times14. Manage quality improvement15. Prepare and manage a cost effective budget with measurable targets for the department within the financial parameters set down by the hotel budget16. Effectively monitor and analyze variations from the budget17. Develop systems that measure the cost effectiveness of the department18. Prepare financial performance reports19. Develop procedures that track, report on, and control the circulating costs of the department20. Handle and store stock according to stock control procedures21. Coordinate work operations within the department22. Develop performance standards for operations in the department23. Assess work operations and prepare plans to implement change when required24. Monitor productivity of the department25. Prevent and resolve grievances26. Resolve disputes27. Discipline staff when necessary28. Determine and plan for future staffing needs. Recruit staff together with Executive Housekeeper and Human Recourses Department29. Prepare staff rosters to meet business demands30. Facilitate multiskilling 31. Maintain up-to date staff records 32. Implement staff performance appraisals33. Carry out exit interviews34. Provide ongoing advice and support to staff under your supervision35. Supervise staff performance36. Manage the delivery of high quality service to guests37. Deliver high quality service to guests38. Ensure guest needs and reasonable requests are met39. Seek opportunities to continually improve guest service40. Identify VIP, regular and long staying guest, develop rapport to offer personalized service and assistance41. Take appropriate action to resolve guest complaints42. Adhere to the hotel’s security and emergency policies and procedures43. Log security incidents and accidents in accordance with hotel requirements44. Adhere to hotel cleaning and maintenance programs 45. Ensure a high lever of cleaning is maintained in work area46. Ensure all reporting and servicing deadlines are met on a timely basis47. Carry out other tasks as directed by your supervisors职责义务：1. 协助行政管家管理管家部日常运作2. 管理和控制所有客房运行管理，分配和监督主管的工作并在需要时提供帮助。

3. 当行政管家因故不在时负责管家部的运行 4. 培训并激励员工，对他们的工作进行评估 5. 负责酒店全面的清洁,定期检查所有区域6. 确保所有工作遵循管家部程序并确保酒店程序被遵守 7. 确保迅速报告维修数据8. 保持定期的清洁计划9. 检查预抵VIP的房间10. 处理客人投诉，并要向行政管家报告 11. 确保恰当的处理客人的失物与招领12. 负责严格控制钥匙领用程序13. 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14. 管理质量的改善15. 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16. 有效控制和分析预算的变动17. 建立系统测量部门成本的有效性18. 准备财务表现报告19. 建立程序跟踪、报告、控制部门的流动成本20. 根据存货控制程序处理和储存存货 21. 在部门内进行工作运作协调22. 建立部门内的工作标准23. 评估工作表现，并在必要时制定调整计划24. 监督部门工作表现25. 避免和调节抱怨26. 解决争端27. 约束员工遵守纪律28. 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和行政管家一起招聘员工29. 按照工作需要进行排班30. 鼓励员工掌握多技能31. 维护现有员工记录32. 进行员工表现测评33. 实施员工离职面谈34. 给予所管辖的员工以不断的建议和支持35. 指导员工表现36. 负责向客人提供高品质服务37. 提供高品质的对客服务 38. 确保客人需求与合理的要求被满足39. 寻找机会不断发展对客服务40. 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41. 采取合适的行动解决客人的投拆42. 坚持遵守酒店安全制度、紧急情况处理程序43. 依照酒店要求记录安全日志和事故记录44. 保证酒店的清洁和养护45. 保持维护所在工作区域的高度整洁46. 保证所有报告和服务都按时完成47. 完成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 Basic专业知识技能：具有良好的关于管家部楼层，PA，以及洗衣房基本运作方面的专业知识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，或具有相当丰富的工作经验Experience:Min 3 years in supervisory positions in the Housekeeping department. 经验：管家部3年以上主管工作经验。

Additional Skil。