喜来登(Sheraton)酒店房务部楼层领班岗位职责.doc

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1、SheratonHotelJobDescription喜来登集团酒店岗位职责Position:FloorCaptainGrade:3职位：客房领班级别：3级Department:HousekeepingDivision:GeneralManager部门：管家部隶属：Reportto:Asst.Exe.Housekeeper管辖：客房部服务员上级：行政助理管家Preparedby:Exe.HousekeeperApprovedby:拟稿：行政管家批准：JobSummary:Responsibleforcleanlinessandservice

2、onassignedguestroomfloorsduringshift.岗位概述：当班时负责所分配的楼层的清洁及服务Duties&Responsibilities:1.Responsibleforassignedfloorsandguestroomsduringshift2.WorkcloselywiththeReceptiontoensurecorrectroomstatusatalltimes.3.Ensurehigheststandardofcleaninginassignedareas4.Ensureguestprivacyisr

3、espectedwhenDNDstatusisdisplayed5.Superviseturndownservice6.Responsibleforstrictkeycontrol7.Inspectregularlyguestroomcorridorsandpublicareas8.ReportmaintenanceissuespromptlytoEngineering9.EnsurecomplianceofLost&Foundprocedures10.Keepfloorlinenroomsneatandtidy11.Monitorprod

4、uctivityoftheunit12.Preventandresolvegrievances13.Resolvedisputes14.Disciplinestaffwhennecessary15.CheckHousekeepingassociate’sgrooming,personalhygieneandappearance16.Assistwiththepreparationofassociate’sdutyroster17.Facilitatemultiskilling18.Assistwithstafftraininganddeve

5、lopment19.Provideongoingadviceandsupporttoassociate’sunderyoursupervision20.Superviseassociate’sperformance21.Provideonetooneinstructiontostaffmemberswhenrequired22.Deliverhighqualityservicetoguests23.Ensureguestneedsandreasonablerequestsaremet24.Seekopportunitiestocontinu

6、allyimproveguestservice,byreportingguestcomments职责义务：1.当班时负表所有分配的楼层和客房2.与接待部门密切合作确保任何时间内正确的房态3.确保所分配的区域的高度清洁4.确保在“请勿打扰”状态下客人的隐私被维护5.监督夜床服务6.负责钥匙的严格控制7.对客房的走廊和公共区域进行常规检查8.迅速向工程部汇报维护活动9.确保依照失物招领程序办事10.维持楼层布草房的干净和整洁11.监督单元工作效率12.避免和调解抱怨13.解决争端14.约束员工遵守纪律15.检查客房部员工的仪表,个人卫生和形象1

7、6.协助准备员工排班表17.鼓励员工掌握多技能18.协助进行员工的培训和发展19.给予所管辖的员工以不断的建议和支持20.指导员工表现21.必要时对员工进行个别面对面指导22.提供高品质的对客服务LastUpdate:7/28/2021PAGE:3/3SheratonHotelJobDescription喜来登集团酒店岗位职责Position:FloorCaptainGrade:3职位：客房领班级别：3级Department:HousekeepingDivision:GeneralManager部门：管家部隶属：Reportto:Asst.

8、Exe.Housekeeper管辖：客房部服务员上级：行政助理管家Preparedby:Exe.HousekeeperApprovedby:拟稿：行政管家批准：1.Takeapp