Main Functions
工作職責(zé)
Ensure day-to-day operational efficiency of
the section.
確保每天每個(gè)部門(mén)的工作能被有效的完成。
a.?????????
Assign rooms and delegate jobs to room attendants / housemen.
確定房間和指派工作給樓層服務(wù)員。
§? Ensure staff under his / her jurisdiction
performs their duties and responsibilities according to approved systems and
procedures.
確保員工在領(lǐng)班的管轄內(nèi)對(duì)他們的工作負(fù)責(zé)。
§? Give additional assignments over and above
regular duties if required.
如果有要求可以給于額外的協(xié)助。
§? Prepare work schedules and distribute work
assignments / projects and room allocations for VIP’s and RA’s fairly.
準(zhǔn)備工作安排工作和計(jì)劃計(jì)劃清潔及公平的分配給每位樓層服務(wù)員的工作量
b.?????????
Keep all linen and supply closets neat, clean and stocked.
保持所有的布草備品柜干凈清潔整齊，備量充足。
c.?????????
Pick-up computer print-out and room allocations from the Coordinator /
Order Taker and act accordingly.
從文員處打印當(dāng)天的報(bào)表
d.?????????
Carry out the following routine assignments:
貫徹和落實(shí)日常工作的分配：
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i.???? Ensure room attendants / housemen emptied and
cleaned their vacuum cleaners, and other cleaning tools before going off duty.
樓層服務(wù)員確保在下班之前清理吸塵器和整理好其他的清理工具。
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ii.???? Check room attendants while cleaning guestrooms
to see if proper and correct procedures are being used.
檢查服務(wù)員在清潔房間時(shí)是否按照正確的方法和流程。
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iii.???? Ensure that VIP’s and RA allocated rooms for the
day are given priority cleaning.
確保貴賓房間和當(dāng)天客人的房間預(yù)先得到清潔。
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iv.???? Inspect all VIP rooms by 11:30 AM and block
rooms? prior to guests’ arrival.
在11點(diǎn)30分之前檢查所有的貴賓房間即準(zhǔn)備好給預(yù)先要到的客人。
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v.???? Ensure flower arrangements provided in the rooms
are fresh, potted plants in good order and not withered and fruits are fresh.
確保房?jī)?nèi)的花和水果是新鮮的，小植物保持良好狀態(tài)
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vi.???? Ensure that all amenities and guests supplies
are complete and according to standard set-up.
確保所有的備品和客用品都按照標(biāo)準(zhǔn)擺放。
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vii.???? Check out-of-order rooms for developments and
progress, Follow up with engineering
檢查大修房的進(jìn)展和計(jì)劃并協(xié)調(diào)工程部及時(shí)維修。
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viii.????
Check all occupied rooms, after room attendants have cleaned them and
ensure they are properly cleaned and serviced, and supplied are replenished.
在服務(wù)員清潔住店房間后，檢查他們是否按照正確的方法清潔和服務(wù)，及所有的客用品都已經(jīng)補(bǔ)充齊全。
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ix.???? Check turn-down rooms and ensure proper
procedures are followed.
檢查開(kāi)夜床和確保流程是否被正確遵守。
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x.???? Inspect departure rooms and ensure that they are
communicated immediately to the housekeeping office.
檢查離店房間和確保他們立即與客房部辦公室保持溝通。
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xi.???? Report / notify the Assistant Executive
Housekeeper regarding:報(bào)告及通知客房部經(jīng)理
1)????? work problems 工作問(wèn)題
2)?????
guests’? special request and
habits 客人的特別要求及喜好。
3)?????
any unusual happenings on the floor concerning Hotel guest and staff關(guān)于酒店客人和員工在樓層發(fā)生的任何問(wèn)題。
4)?????
loss and damage of furniture, fixtures and equipment
所有家具設(shè)備的損壞記遺失。
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xii.???? Safe deposit box left locked by guest up on check-out
and not attended to immediately thus causing delay in releasing the room.
退房后客人未清理保險(xiǎn)箱，及延房客人
???????????????????????????????????????????????
xiii.????
Inspect the carpets shampooed, repaired or re-installed in the guest
floor to ensure that the standard set forth is met.
檢查清洗地毯，維修客房地板，保證一切按標(biāo)準(zhǔn)操作。
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xiv.???? Inspect guestrooms and public areas. Ensure that
they are neat, clean, orderly and sanitary.
檢查公共區(qū)域，保證他們整齊，干凈，衛(wèi)生
e.?????????
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 for the day and extra items loaned to the guests; conduct
early morning inspection of all guest floor corridors, pantries, service areas,
backstairs and out of order rooms; prepare and submit observations to the
Executive housekeeper before the daily morning meeting with the rest of the
floor supervisors.
早班當(dāng)值，準(zhǔn)備領(lǐng)班報(bào)表，登記相關(guān)信息，例如當(dāng)天的退房，客人借用物品，檢查樓層服務(wù)區(qū)，后通道和壞房，準(zhǔn)備會(huì)議要點(diǎn)給經(jīng)理和其他領(lǐng)班。
f.??????????
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.
中班當(dāng)值，檢查中班員工的房間，夜床服務(wù)及檢查晚退房客人房間，準(zhǔn)備第二天早到的貴賓房間。
g.?????????
Ensure services trolleys and trays are not left in the corridor /
hallway and immediately brought to the service area in a tidy condition and
according to standard procedure.
確保員工的工作籃不要放在走廊上，并且根據(jù)規(guī)定保持良好狀態(tài)
2. Contribute to overall
operational efficiency
提高整體運(yùn)營(yíng)效率
a.??????????
Ensure mini bar set-up in rooms are replenished and complete. Supervisor
and assist in the mini bar operations. Conduct monthly mini-bar stock taking.
確保散客房間的小冰箱被補(bǔ)充，并做好報(bào)表
b.??????????
Ensure all items left behind by guest are forwarded to the housekeeping
office immediately and that staff follow Lost & Found procedures.
保證客人的遺留物品都交至客房辦公室，員工都能遵守事物招領(lǐng)。
§? Ensure par stock of linen, guest and cleaning
supplies are maintained.
保證客用布草和清潔用品及時(shí)的供應(yīng)
§? Ensure that there is no over-stock of any
cleaning and guest supply items in the pantry. Ensure that they are safeguarded
against wastage, shortage or loss.
保證工作間沒(méi)有過(guò)量的客用品，員工不要浪費(fèi)都是客用品
§? Report to the Assistant Executive housekeeper
any solutions or tools which need replacement or repair.
及時(shí)報(bào)告上級(jí)需要維修或更換的工具
§? Conduct regular inspection of storeroom before
requisitioning for supplies and chemicals, to ensure proper control.
定時(shí)檢查倉(cāng)庫(kù)，確保控制好客用品，藥水。
c.???????????
Prepare weekly store requisitions of guest and cleaning supplies.
準(zhǔn)備美洲的領(lǐng)料單
d.??????????
Supervise, train and re-train room attendants / housemen, especially on
special cleaning procedures and then follow-up.
管理和培訓(xùn)員工，尤其是一些特殊的清潔程序。
§? Recommend medial and disciplinary measures for
staff if and when necessary.
在可能狀況下員工犯錯(cuò)建議給員工一些勸告。
§? Rectify and reprimand staff of wrong working
attitude and standards.
糾正員工不正確的工作態(tài)度和工作質(zhì)量。
e.??????????
Read evening and overnight hand-over of floor supervisors and note down
important matters concerning his / her assigned floor which deed immediate
attention. Sign prescribed logbook after reading.
閱讀中班和夜班的交接并記錄一些重要信息，并要簽字。
§? Continue unfinished jobs / tasks of previous
shift.
更進(jìn)前一班次未完成的工作。
§? Follow-up with engineering department all
pending work orders.
跟進(jìn)一些工程部未完成的工程。
§? Request for early make-up rooms to be relayed to
Room attendants / housemen immediately for action.
安排員工打掃一些客人需要或早到的房間
f.???????????
Account for room attendants / housemen’s worksheets / reports
檢察員共的工作報(bào)表
g.??????????
Report all changes of room status, any maintenance defects to the
Housekeeping office at once.
立即報(bào)告有房態(tài)差異，任何工程問(wèn)題匯報(bào)
h.??????????
Collect floor master keys and room attendant’s / housemen’s reports at
the end of the shift.
收集樓層所有的鑰匙在下班之前
§? Read and check reports of room attendants /
housemen and ask staff to explain for unfinished jobs. Send back room attendant
/ housemen if it is necessary to finish the job.
檢察員工報(bào)表，并且讓員工解釋未完成的工作，讓他們完成。
§? Give proper hand-over to the next shift floor
supervisor based on reports submitted by subordinates.
根據(jù)當(dāng)天工作報(bào)告留交接給下一個(gè)班次的主管。
§? Act on all decisions and programs of the
Executive Housekeeper.
實(shí)施所有服務(wù)總監(jiān)和行政管家制度的一些決定和計(jì)劃。
i.????????????
Ensure all floor staff understand and follow rules and regulations of
the Housekeeping department and house rules of the hotel.
確保樓層員工理解并且遵守客房部所有規(guī)章制度。
j.????????????
Ensure all floor staff are aware of hotel emergency and safety
procedures including pest control.
所有員工知道樓層上遇到突發(fā)事件的處理程序。
k.??????????
Monitor room attendants’ grooming.注意員工儀容儀表
§? Ensure staffs are wearing prescribed and
complete uniform and name tags.
保證員工穿制定的工作服和佩戴名牌
l.????????????
Establish and maintain effective communication within the housekeeping
department.
在部門(mén)內(nèi)建立良好的溝通。
m.????????
Maintain personal grooming as per hotel’s standard to project / maintain
an efficient professional image for the hotel and set example to subordinates.
按照酒店的標(biāo)準(zhǔn)修飾自己良好的職業(yè)形象，在員工面前做表率的作用
n.??????????
Safeguard guests and hotel properties and tightly monitor the entry of
guest rooms by hotel employees and subcontractors’ personnel.
保護(hù)客人及酒店財(cái)產(chǎn)的安全
§? Retain key assigned to you in your possession at
all times.
保管好你分管的鑰匙
§? Never leave your master key card in the energy –
saving device.
任何情況不能留下萬(wàn)能鑰匙
§? Never leave the door open and room unattended at
any time.
任何時(shí)間都不能開(kāi)著門(mén)離開(kāi)房間
§? Ensure that the guest room door is locked when
you close it.
保證你在關(guān)門(mén)時(shí)，確定門(mén)被鎖住的
§? Open doors for non-key holder housekeeping staff
or other hotel staff (e.g. Engineering, Bellmen, Room Service Waiters, outside
contractors, etc.) and properly record time of entry, mane party and reason for
entering room.
為沒(méi)有鑰匙的員工開(kāi)門(mén)例如工程部，行李員，客房送餐與外企公司，記錄好時(shí)間和為何原因開(kāi)門(mén)。
§? Report immediately to the Housekeeping order
taker any valuables or documents, such as passport, wallet, money, jewellery,
etc, lying on the bed or table. Do not touch and wait for the arrival of the
guest service officer.
報(bào)告給房間內(nèi)有價(jià)值的東西和文件，例如護(hù)照，錢(qián)包，珠寶等物品放在桌上或床上的不要碰它們通知客戶(hù)關(guān)系經(jīng)理。
§? Report immediately to the housekeeping order
taker any unattended bags, luggage, parcel, etc. left in inappropriate places.
立即報(bào)告無(wú)人看管的行李，包裹，留在合適的地方
§? Must minimize entry into occupied guest rooms.
盡量減少進(jìn)出客房的機(jī)會(huì)
Safety Awareness
安全提示：
Maintain safety by adhering to safest policies, being responsible to report
all accidents immediately. Support all safety programs. Proceed with caution
when walking on slippery floors.
Ensure proper safety instructions are given before operating any equipment.
要保障安全須嚴(yán)格遵守安全法規(guī)，與異常情況須及時(shí)上報(bào)。建立、支持所有的安全方案。行走在濕滑地面上要留意。在操作設(shè)備之前，確保已了解了安全說(shuō)明
Any other duties as may be assigned from supervisor.
完成領(lǐng)導(dǎo)交代的其他工作職責(zé)。
立即溝通
