喜来登Sheraton酒店房务部楼层主管岗位职责.docxVIP

喜来登Sheraton酒 店房务部楼层主管 岗位职责 2020年4月19日 岗位概述：当班时负责所分配的楼层的清洁及服务 岗位概述： 当班时负责所分配的楼层的清洁及服务 职责义务： 当班时负表所有分配的楼层和客房 与接待部门密切合作确保任何时间内正确的房态 确保所分配的区域的高度清洁 确保在请勿打扰”状态下客人的隐私被维护 监督夜床服务 负责钥匙的严格控制 对客房的走廊和公共区域进行常规检查 迅速向工程部汇报维护活动 确保依照失物招领程序办事 维持楼层布草房的干净和整洁 监督单元工作效率 避免和调解抱怨 解决争端 约束员工遵守纪律 检查客房部员工的仪表，个人卫生和形象 协助准备员工排班表 鼓励员工掌握多技能 协助进行员工的培训和发展 给予所管辖的员工以不断的建议和支持 指导员工表现 必要时对员工进行个别面对面指导 提供局品质的对客服务 确保客人需求与合理的要求被满足 经过汇总客人的意见汇总， ，寻找机会不断发展对客服务 采取合适的行动解决客人的抱怨 促销酒店与喜来登的产品与服务 维持对产品和服务的高度了解以便于向客人解释和销售服务和设施 坚持酒店安全制度、紧急情况 Job Summary: Responsible for cleanliness and service on assigned guest room floors during shift. Duties Responsibilities: Responsible for assigned floors and guest rooms during shift Work closely with the Reception to ensure correct room status at all times. Ensure highest standard of cleaning in assigned areas Ensure guest privacy is respected when DND status is displayed Supervise turndown service Responsible for strict key control Inspect regularly guestroom corridors and public areas Report maintenance issues promptly to Engineering Ensure compliance of Lost Found procedures Keep floor linen rooms neat and tidy Monitor productivity of the unit Prevent and resolve grievances Resolve disputes Discipline staff when necessary Check Housekeeping associate s grooming, personal hygiene and appearance Assist with the preparation of associate s duty roster Facilitate multiskilling Assist with staff training and development Provide ongoing advice and support to associate s under your supervision Supervise associates performance Provide one to one instruction to staff members when required Deliver high quality service to guests Ensure guest needs and reasonable requests are met Seek opportunities to continually improve guest service, by reporting guest comments Take appropriate action to resolve guest complaints Promote the hotel and Sheraton products and services Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests Adhere t