客房部 - 客房服务主管
地点 上海雅居乐万豪酒店, 上海, 上海 在地图中查看
品牌 Marriott Hotels Resorts /JW Marriott
万豪酒店是万豪国际集团的旗舰品牌，遍布全球 500 多个地区，正在不断推进待客的艺术，让我们的客人拥有精彩纷呈的旅程。作为万豪酒店的主人，您将通过提供极佳的选择、精致的风格和精心设计的细节，帮助我们遵守这一承诺。凭借您的技能和想象力，我们将一道创新和重塑酒店业的未来。
作为上海最大规模的万豪品牌酒店，上海雅居乐万豪酒店于2011年11月24日正式开业，其落座于繁华的城市中心，位于西藏中路，毗邻人民广场和人民公园。步行至南京路步行街仅需30秒，也可步行至上海繁华的著名景点 —— 外滩，苏州河及新天地。
Under the guidance supervision of the Assistant Executive housekeeper and establish policies and procedures of the Hotel and the Housekeeping Department, supervise the activities and behaviour of Room attendants / housemen to ensure clean, orderly and attractive guestrooms and surrounding public area; Suggest and develop training programs to improve efficiency, productivity and performance of Room attendants/housemen.
- Ensure day-to-day operational efficiency of the section.
a. Assign rooms and delegate jobs to room attendants / housemen.
§ Ensure staff under his / her jurisdiction performs their duties and responsibilities according to approved systems and procedures.
§ Give additional assignments over and above regular duties if required.
§ Prepare work schedules and distribute work assignments / projects and room allocations for VIP’s and RA’s fairly.
b. Keep all linen and supply closets neat, clean and stocked.
c. Pick-up computer print-out and room allocations from the Coordinator / Order Taker and act accordingly.
d. Carry out the following routine assignments:
i. Ensure room attendants / housemen emptied and cleaned their vacuum cleaners, and other cleaning tools before going off duty.
ii. Check room attendants while cleaning guestrooms to see if proper and correct procedures are being used.
iii. Ensure that VIP’s and RA allocated rooms for the day are given priority cleaning.
iv. Inspect all VIP rooms by 11:30 AM and block rooms prior to guests’ arrival.
v. Ensure flower arrangements provided in the rooms are fresh, potted plants in good order and not withered and fruits are fresh.
vi. Ensure that all amenities and guests supplies are complete and according to standard set-up.
vii. Check out-of-order rooms for developments and progress, Follow up with engineering
viii. Check all occupied rooms, after room attendants have cleaned them and ensure they are properly cleaned and serviced, and supplied are replenished.
ix. Check turn-down rooms and ensure proper procedures are followed.
x. Inspect departure rooms and ensure that they are communicated immediately to the housekeeping office.
xi. Report / notify the Assistant Executive Housekeeper regarding:报告及通知客房部经理
1) work problems 工作问题
2) guests’ special request and habits 客人的特别要求及喜好。
3) any unusual happenings on the floor concerning Hotel guest and staff关于酒店客人和员工在楼层发生的任何问题。
4) loss and damage of furniture, fixtures and equipment
xii. Safe deposit box left locked by guest up on check-out and not attended to immediately thus causing delay in releasing the room.
xiii. Inspect the carpets shampooed, repaired or re-installed in the guest floor to ensure that the standard set forth is met.
xiv. Inspect guestrooms and public areas. Ensure that they are neat, clean, orderly and sanitary.
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.
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.
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.
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.
b. Ensure all items left behind by guest are forwarded to the housekeeping office immediately and that staff follow Lost & Found procedures.
§ Ensure par stock of linen, guest and cleaning supplies are maintained.
§ 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.
§ Report to the Assistant Executive housekeeper any solutions or tools which need replacement or repair.
§ Conduct regular inspection of storeroom before requisitioning for supplies and chemicals, to ensure proper control.
c. Prepare weekly store requisitions of guest and cleaning supplies.
d. Supervise, train and re-train room attendants / housemen, especially on special cleaning procedures and then follow-up.
§ Recommend medial and disciplinary measures for staff if and when necessary.
§ Rectify and reprimand staff of wrong working attitude and standards.
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.
§ Continue unfinished jobs / tasks of previous shift.
§ Follow-up with engineering department all pending work orders.
§ Request for early make-up rooms to be relayed to Room attendants / housemen immediately for action.
f. Account for room attendants / housemen’s worksheets / reports
g. Report all changes of room status, any maintenance defects to the Housekeeping office at once.
h. Collect floor master keys and room attendant’s / housemen’s reports at the end of the shift.
§ 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.
§ Give proper hand-over to the next shift floor supervisor based on reports submitted by subordinates.
§ Act on all decisions and programs of the Executive Housekeeper.
i. Ensure all floor staff understand and follow rules and regulations of the Housekeeping department and house rules of the hotel.
j. Ensure all floor staff are aware of hotel emergency and safety procedures including pest control.
k. Monitor room attendants’ grooming.注意员工仪容仪表
§ Ensure staffs are wearing prescribed and complete uniform and name tags.
l. Establish and maintain effective communication within the housekeeping department.
m. Maintain personal grooming as per hotel’s standard to project / maintain an efficient professional image for the hotel and set example to subordinates.
n. Safeguard guests and hotel properties and tightly monitor the entry of guest rooms by hotel employees and subcontractors’ personnel.
§ Retain key assigned to you in your possession at all times.
§ Never leave your master key card in the energy – saving device.
§ Never leave the door open and room unattended at any time.
§ Ensure that the guest room door is locked when you close it.
§ 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.
§ 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.
§ Report immediately to the housekeeping order taker any unattended bags, luggage, parcel, etc. left in inappropriate places.
§ Must minimize entry into occupied guest rooms.
Profile of Competency
l Ability to master guest room cleaning, sanitation and maintenance.有高能力的客房、公共卫生、和设备的清洁
l Ability to master ‘make up’ and ‘turn down’ bed procedures.有能力安排作房间及开夜床的流程
l Ability to master proper use and maintenance of housekeeping equipment.有能力管理对于设施设备的正确使用
l Ability to master and keep inventory control of guest and cleaning supplies.对于客用品和清洁用品的盘点
· Basic English 基本英语
l At least high school graduate高中以上学历
The hotel business functions seven days a week, 24 hours a day. All associates must realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift as business demands. 同事须明了酒店是每周七天、 每天二十四小时运转的行业，因工作需要，上班的班次会随时相应调动。
Management reserves the right to make changes to this job description at its sole discretion and without advance notice. 管理层保留在没有提前通知的情况下对工作描述变更的权利。
I have read and received a copy of the above description and fully understand that violation of any of the stated responsibilities and duties is grounds for disciplinary action. 我已阅读及接收到上述的工作描述。我完全明白违反规定的职责将受到训戒。