酒店房務(wù)部行政管家崗位職責(zé)

1、Job Summary:Responsible for the operation of the Housekeeping Department, i.e. guest room floors, public areas, laundry, uniforms and linen. Overall responsible for the cleanliness of the hotel. 崗位概述：負(fù)責(zé)管家部工作如樓層、公共區(qū)域、洗衣房、制服房及布草房等保持酒店的清潔Duties & Responsibilities:Responsible for the Housekeeping depart

2、mentSupervise and control all Housekeeping and Laundry operationsResponsible for the overall cleanliness of the hotelEnsure prompt reporting of maintenance issuesMaintain regular spring cleaning schedulesEnsure proper handling of Lost and FoundResponsible for strict key control Co-operate with the R

3、eception on room discrepancies to ensure accurate room status at all timesSet up systems to monitor achievement of departmental goals and objectivesManage department strategic planning and developmentInstitute suitable processes to allow for the efficient and effective utilization for departmental r

4、esourcesInstitute suitable processes to allow for introduction of managed change within the departmentSet up systems to capture guest feedback and report this to Management on a regular basisDesign internal reporting systems required by the departmentManage the development of new products and servic

5、esMeasure the quality of serviceManage quality improvementEstablish benchmarking for the hotelPrepare and manage a cost effective budget with measurable targets for the Department within the financial parameters set down by the hotel budgetEffectively monitor and analyze variations from the budgetDe

6、velop systems that measure the cost effectiveness of the departmentPrepare financial performance reportsDevelop procedures that track, report on, and control the running costs of the departmentDevelop and monitor the implementation of purchasing proceduresDevelop stock control proceduresHandle and s

7、tore stock according to stock control proceduresDevelop performance standards for operations in the departmentMonitor productivity of the unitPrevent and resolve grievancesResolve disputesDiscipline staff when necessaryDetermine and plan for future staffing needsRecruit staff together with Human Rec

8、ourses DepartmentPrepare staff rosters to meet business demandsFacilitate multiskilling Maintain up-to date staff records Manage staff training and development Implement staff performance appraisalsCarry out exit interviewsProvide ongoing advice and support to staff under your supervisionSupervise s

9、taff performanceImplement appropriate management practices that provide staff motivation and communication Manage the delivery of high quality service to guestsDeliver high quality service to guestsEnsure guest needs and reasonable requests are metSeek opportunities to continually improve guest serv

10、iceIdentify VIP, regular and long staying guest, develop rapport to offer personalized service and assistanceTake appropriate action to resolve guest complaintsAdhere to the hotels security and emergency policies and proceduresLog security incidents and accidents in accordance with hotel requirement

11、sAdhere to hotel cleaning and maintenance programs Ensure a high level of cleaning is maintained in your work areaPrepare and conduct meeting and group presentations to keep staff/ management / other parties informed of hotel operations and other relevant issuesPrepare and maintain files, reports, l

12、etters, memorandums and other relevant business documentation Ensure all reporting and servicing deadlines are met on a timely basisCarry out other tasks as directed by your supervisors職責(zé)義務(wù)：負(fù)責(zé)管家部工作管理和控制所有客房和洗衣房的運(yùn)行負(fù)責(zé)酒店全面的清潔確保迅速報(bào)告維修數(shù)據(jù)保持定期的清潔計(jì)劃確保恰當(dāng)?shù)奶幚砜腿说氖锱c招領(lǐng)負(fù)責(zé)嚴(yán)格控制鑰匙領(lǐng)用程序與接待處合作有關(guān)于房間狀態(tài)的問題，以確保在任何時(shí)間里房間的狀態(tài)被

13、準(zhǔn)確的記錄建立監(jiān)督部門目標(biāo)完成情況的系統(tǒng)管理部門戰(zhàn)略的制定和發(fā)展建立使部門內(nèi)資源得以有效充分使用的合理程序建立管理方式變更時(shí)的部門內(nèi)貫徹程序建立系統(tǒng)獲取客人的反饋并定期向管理層匯報(bào)根據(jù)部門要求設(shè)計(jì)部門內(nèi)報(bào)告系統(tǒng)管理新產(chǎn)品和服務(wù)的發(fā)展衡量服務(wù)質(zhì)量管理質(zhì)量的改善建立酒店服務(wù)質(zhì)量評(píng)分標(biāo)準(zhǔn)根據(jù)酒店預(yù)算所確定的財(cái)務(wù)參數(shù)準(zhǔn)備和管理本部門的目標(biāo)可測量的有效成本預(yù)算有效控制和分析預(yù)算的變動(dòng)建立系統(tǒng)測量部門成本的有效性準(zhǔn)備財(cái)務(wù)表現(xiàn)報(bào)告建立程序跟蹤、報(bào)告、控制部門的流動(dòng)成本建立與監(jiān)督采購程序的完成發(fā)展存貨控制程序根據(jù)存貨控制程序處理和儲(chǔ)存存貨 建立t管家部的工作標(biāo)準(zhǔn) 監(jiān)督單元工作效率避免和調(diào)節(jié)抱怨解決爭端約束員工

14、遵守紀(jì)律明確和制定本部門各崗位所需人員的編制計(jì)劃 與人力資源部一起招聘員工按照工作需要準(zhǔn)備員工排班表鼓勵(lì)員工掌握多技能穩(wěn)定員工，控制流失率管理員工培訓(xùn)和發(fā)展進(jìn)行員工表現(xiàn)測評(píng)實(shí)施員工離職面談給予所管轄的員工以不斷的建議和支持指導(dǎo)員工表現(xiàn)實(shí)施合適的管理方式給予員工動(dòng)力和溝通負(fù)責(zé)向客人提供高品質(zhì)服務(wù)提供高品質(zhì)的對(duì)客服務(wù) 確?？腿诵枨笈c合理的要求被滿足尋找機(jī)會(huì)不斷發(fā)展對(duì)客服務(wù)確認(rèn)VIP客人，常住客人和長包房客人。建立良好關(guān)系并提供個(gè)性化和超值服務(wù)采取合適的行動(dòng)解決客人的抱怨堅(jiān)持維護(hù)酒店安全制度、遵守緊急情況處理程序依照酒店要求記錄安全日志和事故記錄堅(jiān)持酒店的清潔和養(yǎng)護(hù) 保持維護(hù)所在工作區(qū)域的高度整潔準(zhǔn)

15、備和主持會(huì)議或小組展示向員工/管理者/其它組織通告酒店運(yùn)作和其它方面的情況準(zhǔn)備和維護(hù)文檔、報(bào)告、信函、備忘錄和其它相關(guān)業(yè)務(wù)資料保證所有報(bào)告和服務(wù)都按時(shí)完成完成你上級(jí)交待的其它任務(wù)Job Knowledge / Skill:Good knowledge of all Housekeeping areas, i.e. Guest floor, P.A. and laundry operation.專業(yè)知識(shí)技能：具有良好的關(guān)于樓層，公共區(qū)域以及洗衣房方面的專業(yè)知識(shí)。Education:University degree in Hotel Management preferred. Can be replaced by adequate experience.教育：具有酒店管理學(xué)位的優(yōu)先，或有與之相等的工作經(jīng)驗(yàn)。Experience:Min 3 years in Assistant Houseke