Floor Supervisor楼层主管

Main Responsibilities 主要责任
1. Strive for qualitythroughout your job and interaction with our guests
在您的工作中及于客人的互动中全力关注工作质量
2. Becommitted to meet our set quality standards
致力于满足已设立的质量标准的活动
3. Activelysupport your colleagues in order for the hotel to reach the standards which weare committed to as a team
作为一个团队，为能使酒店达到预先设定的标准，应积极支持、帮助您的同事
4. Beefficient,
有效
5. Bepersonally committed
敬业
6. Be focusedat all times
工作时思想集中
7. Fulfillthe following job assignments to the best of your capability …
尽您最大的能力完成下列工作安排
a. Ensures guest rooms are cleaned. Inspectsrooms, including check out, vacant, make up, occupied rooms.
每天检查酒店所有房间，包括退房，空房，要求清洁的房间和有客人的房间，保证客房都被清洁过。
b. Ensure proper storage, handling and usage ofall operating equipment
保证所有运营需要的设备的储备、处理和使用都能在一个良好的状态
c. Inspects all VIP and Show rooms. Records andnotes down items that require repair and follow-up.
检查所有VIP样板房，记录和注意需要修理的物品并跟踪。
d. Uses DND letter when the room is on DNDlight.
如遇房间请勿打扰时，放入请勿打扰客信。
e. Communicates standards in detail to staff.Checks all assigned rooms to ensure that the required amenities are set-up inaccordance to standard. Cleanliness of the rooms is the most important.
对员工详细地讲解酒店标准，检查所有分配区域的房间以确保房间摆放符合酒店标准，严格把关房间质量，清洁程度尤为重要。
f. Checks on completion and quality of RoomAttendants. Fills in at least an average of 2 Random Checklists for each roomattendant.
检查服务员工作完成情况和工作质量，最少平均每位服务员完成2份抽样查房评分报告。
g. Ensures all Rooms Attendants are keepingtheir pantries & service area clean and tidy at all times.
确保服务员维持工作区域和工作间的干净整洁。
h. Randomly check projects carried outefficiently and check-lists are updated. Continues to follow up the projectsthat have not been completed.
检查每天特殊计划或方案是否有效的被执行，及时更新信息，当天没有完成的计划需继续跟踪进行。
i. Records Room Attendants' assignments,guestrooms status and maintenance deficiencies.
记录分配给服务员的工作，房态以及部分工程维修问题。
j. Uses work orders when there occurred effectswherever in hotel. Follows up on outstanding work orders and assignments withEngineering Department.
每天报修工程问题，包括酒店各个部门的报修，跟踪未完成的维修工作和其它与工程部有关的作业。
k. Completes daily room status report,supervisor check room report, maintenance report and discrepancy report.Completes individual assignments as assigned and reports back to superior.Ensures proper records of Public Holidays and overtimes.
完成每天房态报告、领班报告、工程维修报告及矛盾房报告，完成个人分配区域的工作，然后汇报给上级，保证公共假期和加班时间的记录。
l. Communicates standards to staff. Conductsdaily inspections of grooming and appearance. Conducts individual counselingwhen required.
向员工传达酒店的标准，每天检查员工的着装，必要时给员工提供个人咨询服务。
m. Ensures maximum efficiency of staffperformance. Reviews work cycles and procedures. Recommendsimprovements/changes.
确保员工最有效率的工作表现，回顾工作周期和程序，提供改善和变化建议。
n. Reviews staff on probation. Conducts annualstaff performance appraisal and progress reviews.
对在试用期内的员工进行评估，进行年度评估和进展回顾。
o. Maintains efficiency and good mannersbehavior of the staff. Establishes "win/win" behavior.
督促员工的高效率和良好举止，建立“赢/赢”的工作作风。
p. A supervisor should know how to motivateemployees: provides the staff with the proper "know how". Involves thestaff as a team and recognizes their achievement. Provides them a morechallenging and interesting work. Listens effectively and provides positive,feedback & reinforcement.
如何激发员工对工作的热情是领班时刻要面对的问题，除了提供给员工适当的指导，引导员工了解我们是一个团队，认可员工的工作，还要尽量提供给员工更有挑战性、趣味性的工作，有效的听取员工反馈，提供正确的意见。
q. Welcomes diverse opinions in an atmosphere ofapproval. Makes recommendation or develops methods in increasing of efficiencyin the Department. Challenges the work process.
赞成并接受各种建议，做出对提高部门效率有益的建议，挑战工作程序。
r. Ensures maximum efficiency in the performanceof Room Attendants. Constantly reviews work schedules and service cycle.Ensures the Room Attendants are meeting their quota.
确保服务员表现出最大限度的效率，经常回顾工作时间表和服务周期，确保服务员完成配额。
s. Assigns staff to respective areas. Checks onthe coming shift and the following day’s status to ensure adequate manning.Ensures all rooms are assigned to staff for cleaning.
分配员工到各自的区域，检查下一个班次和第二天的状态，确保足够的劳动力，确保所有的房间都分配给了员工。
t. Monitors Room Attendants' schedules andprepares staff roster. Advises superior of requirements for additional manpowerwhen it is high occupancy.
监督和准备服务员的排班，若遇到高客房率，需要额外的人手，通知上级。
u. Listens and records complaints of guests.Informs guests of the action and outcome. Reports complaints to ExecutiveHousekeeper. More guest feedback we get more profit we will gain.
当遇到客人投诉时，聆听和记录客人的投诉，并告知客人我们的解决方案，向行政管家报告，每天尽可能多的询问住店客人有何意见，以获得他们的反馈意见。
v. Checks linen on hand on a daily basis.Ensures sufficient linen in pantries. Contacts coordinator for additional linensupplies. Checks quality of linen and advises of any deficiencies or damagedlinen.
每天检查现有的布巾，确保工作间有足够的布草，如需要额外的联系文员，检查布巾质量，如有缺陷或破损，要及时通知。
w. Control Expenses in order to achieve amaximum Return on Investment, without negatively affecting the fulfillment ofour set Standards. One way of achieving this is to avoid breakage throughproper handling and distribution of operating equipment.
指导员工适当使用和保护各种设备，工作车和客人供应品。
x. Completes linen monthly inventory asassigned.
按照分配，完成每月布巾盘点。
y. Attends daily Line Up. Highlights problems,challenges and achievements. Participates in discussion. Reports any loss ordamage of furniture, fixtures or equipment.
参加每日例会，强调各种问题，挑战和成就，参与讨论，汇报任何丢失或者破损的家具，以及需要修理的设备。
z. Conduct orientation and induction for newemployee. Prepares and utilizes position profile sheet. Conducts and recordon-the-job training.
对于新进的员工，准备员工培训计划，进行两周左右的岗位培训，并作记录。
aa. Conductstraining for staff on use of equipment and cleaning supplies. Observes andconducts performance appraisal to determine training needs of staff. Recommendsareas for improvements.
对员工进行关于使用各设备和清洁用品的培训，观察和进行表现评估来决定培训需要，指出需要提高的区域。
bb. Ensurescleanliness of work areas and pantries. Schedules Room Attendants to clean thepantry area on a daily basis. Ensures all items in the pantry are kept in anorderly manner. Ensures that equipment such as vacuum cleaners, baskets, roomcleaning supplies are well maintained and in good condition.
保证工作区域和工作间的清洁，安排服务员每天按时清洁工作间，确保工作间中所有物品摆放有序，确保各种设备比如吸尘器，清洁篮和其它清洁用品工作正常。
8. Know alltheoretical and technical aspects of your job and immediate work environment
清楚您的直接工作环境及工作理论方面和实际方面的知识
9. Attendtraining offered by the hotel
参加酒店提供的培训
10. Refreshand widen the following knowledge and technical skills on a regular basis …
规律性地更新及扩大下列知识和技能
a. Daily specials
日常专业
b. Promotions
促销
c. Customer Service Training
对客服务培训
d. Up-selling techniques
促销技巧
e. Service flow
服务流程
11. Beknowledgeable about the hotel’s facilities, operating hours and servicesprovided
对酒店的设施、运营时间和可提供服务了如指掌
a. Keep yourself updated continuously on thehotel’s latest development
随时对酒店的任何新情况予以关注
b. Make our guests’ satisfaction your firstpriority
使我们的客人满意是您工作的重中之重
c. Solve all problems encountered in aresponsible and transparent way
用理智及透明的方法解决所有遇到的问题
d. Report problems or accidents in a timelymanner to your superior
及时向您上级汇报问题和事件
e. Actively contribute to the hotel’s safeenvironment
积极为酒店环境的安全做出贡献
f. Follow the set Rules & Regulations
遵守已建立的规章制度
g. Apply to safety measures indicated in yourSOPs and Work Instructions (WI)
遵守在您的标准操作流程和工作指导里已经列明的安全措施
h. Be alert for the safety of our guests andtheir property
对我们客人及他们的财务保持警惕
i. Report any suspicious situation immediatelyto your superior or to the security department
及时向您的主管或保安部汇报可疑情况
j. Respect privacy and confidentiality of allour guests at all times
无论何时都要尊重客人的隐私和保密性
k. Do not divulge any guest related informationto third parties
不要向第三方泄漏任何跟客人相关的信息
l. Show respect to our guests and yourcolleagues by turning up ready and on time for work or for any work relatedactivity
通过有准备的准时出席各种工作或与工作相关的活动，向我们的客人和同事显示尊重
m. Deliver your service within the set timelines
在规定的时间界限内完成您的服务