Sheraton HotelJob Description喜來登集團(tuán)酒店崗位職責(zé)Position: Floor CaptainGrade: 3職位：客房領(lǐng)班級別：3級Department: HousekeepingDivision: General Manager部門：管家部隸屬：Report to: Asst. Exe. Housekeeper管轄：客房部服務(wù)員上級：行政助理管家Prepared by: Exe. HousekeeperApproved by:擬稿：行政管家批準(zhǔn)：Job Summary:Responsible for cleanliness and service on assigned guest room floors during shift.崗位概述：當(dāng)班時負(fù)責(zé)所分配的樓層的清潔及服務(wù)Duties & Responsibilities:1. Responsible for assigned floors and guest rooms during shift 2. Work closely with the Reception to ensure correct room status at all times.3. Ensure highest standard of cleaning in assigned areas4. Ensure guest privacy is respected when DND status is displayed5. Supervise turndown service6. Responsible for strict key control7. Inspect regularly guestroom corridors and public areas8. Report maintenance issues promptly to Engineering9. Ensure compliance of Lost & Found procedures10. Keep floor linen rooms neat and tidy11. Monitor productivity of the unit12. Prevent and resolve grievances13. Resolve disputes14. Discipline staff when necessary15. Check Housekeeping associates grooming, personal hygiene and appearance16. Assist with the preparation of associates duty roster17. Facilitate multiskilling18. Assist with staff training and development19. Provide ongoing advice and support to associates under your supervision20. Supervise associates performance21. Provide one to one instruction to staff members when required22. Deliver high quality service to guests23. Ensure guest needs and reasonable requests are met24. Seek opportunities to continually improve guest service, by reporting guest comments 25. Take appropriate action to resolve guest complaints26. Promote the hotel and Sheraton products and services27. Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests28. Adhere to the hotels security and emergency policies and procedures29. Log security incidents and accidents in accordance with hotel requirements30. Adhere to hotel cleaning and maintenance programs31. Ensure a high level of cleaning is maintained in your work area32. Ensure all reporting and servicing deadlines are met on a timely basis33. Carry out other tasks as directed by your supervisors職責(zé)義務(wù)：1. 當(dāng)班時負(fù)表所有分配的樓層和客房2. 與接待部門密切合作確保任何時間內(nèi)正確的房態(tài)3. 確保所分配的區(qū)域的高度清潔4. 確保在“請勿打擾”狀態(tài)下客人的隱私被維護(hù)5. 監(jiān)督夜床服務(wù)6. 負(fù)責(zé)鑰匙的嚴(yán)格控制7. 對客房的走廊和公共區(qū)域進(jìn)行常規(guī)檢查8. 迅速向工程部匯報維護(hù)活動9. 確保依照失物招領(lǐng)程序辦事10. 維持樓層布草房的干凈和整潔11. 監(jiān)督單元工作效率12. 避免和調(diào)解抱怨13. 解決爭端14. 約束員工遵守紀(jì)律15. 檢查客房部員工的儀表,個人衛(wèi)生和形象16. 協(xié)助準(zhǔn)備員工排班表17. 鼓勵員工掌握多技能18. 協(xié)助進(jìn)行員工的培訓(xùn)和發(fā)展19. 給予所管轄的員工以不斷的建議和支持20. 指導(dǎo)員工表現(xiàn)21. 必要時對員工進(jìn)行個別面對面指導(dǎo)22. 提供高品質(zhì)的對客服務(wù) 23. 確保客人需求與合理的要求被滿足24. 通過匯總客人的意見匯總，,尋找機(jī)會不斷發(fā)展對客服務(wù)25. 采取合適的行動解決客人的抱怨26. 促銷酒店與喜來登的產(chǎn)品與服務(wù)27. 維持對產(chǎn)品和服務(wù)的高度了解以便于向客人解釋和銷售服務(wù)和設(shè)施28. 堅持酒店安全制度、緊急情況29. 依照酒店要求記錄安全日志和事故記錄30. 堅持酒店的清潔和養(yǎng)護(hù)31. 保持維護(hù)所在工作區(qū)域的高度整潔32. 保證所有報告和服務(wù)都按時完成33. 完成你上級交待的其它任務(wù)Job Knowledge / Skill:Good knowledge of Housekeeping Guest floors daily operation.專業(yè)知識技能：具有良好的管家部樓層日常操作方面的知識。Education:Graduate from college or can be replaced by adequate experience. 教育：大學(xué)畢業(yè)或具有與之相等的豐富的工作經(jīng)驗(yàn)。Experience:Minimum 2 years to be room attendant and 1 year supervisor in Housekeeping department. 經(jīng)驗(yàn)：至少具有管家部2年樓層服務(wù)員和1年主管工作經(jīng)驗(yàn)。Additional Skill required:Good supervisor to pe