Marriott 职业

客房部 - 客房服务主管

上海, 中国
客房部和洗衣房


职位描述

职位发布 Oct 24, 2018
职位编号 180021AZ
工作类别 客房部和洗衣房
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
编制 全职
职位类型 非管理人员/小时工

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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。


职位概述
 

MAJOR RESPONSIBILITIES责任概要:

 

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.

在客房部经理的指导下,建立酒店和客房部的政策和流程,管理楼层服务员的态度和举止行为,确保服务员在清洁房间和周围公共区域时态度是否认真,提供意见和发展培训计划来提高效率及服务员的工作效率和表现。

 

SPECIFIC DUTIES工作任务:

 

  1.  Ensure day-to-day operational efficiency of the section.

确保每天每个部门的工作能被有效的完成。

a.            Assign rooms and delegate jobs to room attendants / housemen.

确定房间和指派工作给楼层服务员。

§  Ensure staff under his / her jurisdiction performs their duties and responsibilities according to approved systems and procedures.

确保员工在领班的管辖内对他们的工作负责。

§  Give additional assignments over and above regular duties if required.

如果有要求可以给于额外的协助。

§  Prepare work schedules and distribute work assignments / projects and room allocations for VIP’s and RA’s fairly.

准备工作安排和安排计划清洁及公平的分配给每位楼层服务员的工作量

b.            Keep all linen and supply closets neat, clean and stocked.

保持所有的布草备品柜干净清洁整齐,备量充足。

c.            Pick-up computer print-out and room allocations from the Coordinator / Order Taker and act accordingly.

从文员处打印当天的报表

d.            Carry out the following routine assignments:

贯彻和落实日常工作的分配:

                                                               i.      Ensure room attendants / housemen emptied and cleaned their vacuum cleaners, and other cleaning tools before going off duty.

楼层服务员确保在下班之前清理吸尘器和整理好其他的清理工具。

                                                              ii.      Check room attendants while cleaning guestrooms to see if proper and correct procedures are being used.

检查服务员在清洁房间时是否按照正确的方法和流程。

                                                            iii.      Ensure that VIP’s and RA allocated rooms for the day are given priority cleaning.

确保贵宾房间和当天客人的房间预先得到清洁。

                                                            iv.      Inspect all VIP rooms by 11:30 AM and block rooms  prior to guests’ arrival.

在11点30分之前检查所有的贵宾房间及准备好给预先要到的客人房间。

                                                              v.      Ensure flower arrangements provided in the rooms are fresh, potted plants in good order and not withered and fruits are fresh.

确保房内的花和水果是新鲜的,小植物保持良好状态

                                                            vi.      Ensure that all amenities and guests supplies are complete and according to standard set-up.

确保所有的备品和客用品都按照标准摆放。

                                                           vii.      Check out-of-order rooms for developments and progress, Follow up with engineering

检查坏房的进展和计划并协调工程部及时维修。

                                                         viii.      Check all occupied rooms, after room attendants have cleaned them and ensure they are properly cleaned and serviced, and supplied are replenished.

在服务员清洁住店房间后,检查他们是否按照正确的方法清洁和服务,及所有的客用品都已经补充齐全。

                                                            ix.      Check turn-down rooms and ensure proper procedures are followed.

检查开夜床和确保流程是否被正确遵守。

                                                              x.      Inspect departure rooms and ensure that they are communicated immediately to the housekeeping office.

检查离店房间和确保他们立即与客房部办公室保持沟通。

                                                            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

所有家具设备的损坏记遗失。

                                                           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险箱,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.

检查清洗地毯,维修客房地板,保证一切按标准操作。

                                                         xiv.      Inspect guestrooms and public areas. Ensure that they are neat, clean, orderly and sanitary.

检查公共区域,保证他们整齐,干净,卫生

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.

早班当值,准备领班报表,登记相关信息,例如当天的退房,客人借用物品,检查楼层服务区,后通道和坏房,准备会议要点给经理和其他领班。

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.

中班当值,检查中班员工的房间,晚床服务及检查晚退房客人房间,准备第二天早到的贵宾房间。

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.

确保员工的工作篮不要放在走廊上,并且根据规定保持良好状态

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.

确保散客房间的小冰箱被补充,并做好报表

b.             Ensure all items left behind by guest are forwarded to the housekeeping office immediately and that staff follow Lost & Found procedures.

保证客人的遗留物品都交至客房部办公室,员工都能遵守事物招领的程序。

§  Ensure par stock of linen, guest and cleaning supplies are maintained.

保证客用布草和清洁用品及时的供应

§  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.

保证工作间没有过量的客用品,员工不要浪费客用品

§  Report to the Assistant Executive housekeeper any solutions or tools which need replacement or repair.

及时报告上级需要维修或更换的工具

§  Conduct regular inspection of storeroom before requisitioning for supplies and chemicals, to ensure proper control.

定时检查仓库,确保控制好客用品,药水。

c.              Prepare weekly store requisitions of guest and cleaning supplies.

准备每周的领料单

d.             Supervise, train and re-train room attendants / housemen, especially on special cleaning procedures and then follow-up.

管理和培训员工,尤其是一些特殊的清洁程序。

§  Recommend medial and disciplinary measures for staff if and when necessary.

在可能状况下员工犯错建议给员工一些劝告。

§  Rectify and reprimand staff of wrong working attitude and standards.

纠正员工不正确的工作态度和工作质量。

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.

阅读中班和夜班的交接并记录一些重要信息,并要签字。

§  Continue unfinished jobs / tasks of previous shift.

更进前一班次未完成的工作。

§  Follow-up with engineering department all pending work orders.

跟进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.

安排员工打扫一些客人需要或早到的房间

f.               Account for room attendants / housemen’s worksheets / reports

检察员共的工作报表

g.             Report all changes of room status, any maintenance defects to the Housekeeping office at once.

立即报告有房态差异,任何工程问题及时汇报

h.             Collect floor master keys and room attendant’s / housemen’s reports at the end of the shift.

在下班之前收集楼层所有的钥匙在

§  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.

检察员工报表,并且让员工解释未完成的工作,让他们完成。

§  Give proper hand-over to the next shift floor supervisor based on reports submitted by subordinates.

根据当天工作报告留交接给下一个班次的主管。

§  Act on all decisions and programs of the Executive Housekeeper.

实施所有服务总监和行政管家制度的一些决定和计划。

i.               Ensure all floor staff understand and follow rules and regulations of the Housekeeping department and house rules of the hotel.

确保楼层员工理解并且遵守客房部所有规章制度。

j.               Ensure all floor staff are aware of hotel emergency and safety procedures including pest control.

所有员工知道楼层上遇到突发事件的处理程序。

k.              Monitor room attendants’ grooming.注意员工仪容仪表

§  Ensure staffs are wearing prescribed and complete uniform and name tags.

保证员工穿制定的工作服和佩戴名牌

l.               Establish and maintain effective communication within the housekeeping department.

在部门内建立良好的沟通。

m.           Maintain personal grooming as per hotel’s standard to project / maintain an efficient professional image for the hotel and set example to subordinates.

按照酒店的标准修饰自己良好的职业形象,在员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.

保护客人及酒店财产的安全

§  Retain key assigned to you in your possession at all times.

保管好你分管的钥匙

§  Never leave your master key card in the energy – saving device.

任何情况不能留下万能钥匙

§  Never leave the door open and room unattended at any time.

任何时间都不能开着门离开房间

§  Ensure that the guest room door is locked when you close it.

保证你在关门时,确定门被锁住的

§  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.

为没有钥匙的员工开门例如工程部,行李员,客房送餐与外企公司,记录好时间和为何原因开门。

§  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.

报告给房间内有价值的东西和文件,例如护照,钱包,珠宝等物品放在桌上或床上的不要碰它们通知客户关系经理。

§  Report immediately to the housekeeping order taker any unattended bags, luggage, parcel, etc. left in inappropriate places.

立即报告无人看管的行李,包裹,留在合适的地方

§  Must minimize entry into occupied guest rooms.

尽量减少进出客房的机会

 

 

 

 

JOB SPECIFICATION:职位要求

 

Profile of Competency

工作能力

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

Language 语言能力

·        Chinese中文

·        Basic English 基本英语

Education教育

l  At least high school graduate高中以上学历

 

 

 

 

 

 

 

 

 

 

 

 

 

 

NOTICE:

 

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。

 

 
 
万豪国际秉承机会均等、一视同仁的招聘原则,致力于建设多样化的员工队伍,营造包罗万象的企业文化。



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