楼层/客房主管

In charge of allactivities on guest floors.负责管理客房楼层所有的工作。Provide daily on thejob training to RAs to ensure smooth operations.为客房服务员提供日常工作中的培训和指导以确保工作运转顺畅。Handling of guestenquiries/requests/complaints.处理客人询问、要求和投诉。Protect and maintainhotel properties in good order.保持维护酒店的清洁工具及设备设施于良好工作状态。Coordinate withother department to ensure smooth operations.与其他部门保持良好的沟通确保工作运转顺畅。Open and close theshift and ensure effective shift hand over.上下班确保有效地移交工作。Distribution andcollection of keys.分发和收取钥匙。Ensure guest valetis processed and delivered in a timely manner.确保客人的洗衣被及时地处理和递送。Manage all specialrequests made by guests. Handle Lost & Found and lost property for thehotel.处理客人的特殊需求。处理客人遗留物品和酒店财产遗失问题。Liaise with otherdepartments on behalf of the guest and follow up to ensure all requests havebeen actioned to the guest’s satisfaction.
代表客人和其他部门联络，确保他们的要求都被执行以期得到客人的满意。
Co-ordinate specialprojects (decorated rooms, vermin control, window and carpet cleaning, roominventories).调整专项计划的实施（房间的布置、虫害的控制、窗户及地毯的清洁、房间物品盘点）。Conducts shiftbriefings to ensure hotel activities and operational requirements are known.召集班组会议以确保酒店的活动和运作的要求众所周知。Ensure you havecomplete knowledge of room types, layouts and facilities.确保已熟知房间类型、布局和设施相关知识。Manage storage areasof floor pantry, maintain adequate stock levels, complete stock takes asrequired.管理楼层服务间的库房区域，维持足够的库存水平，完成必需的库存量的领取。Assists operationmonthly inventory. 协助每月盘点。Obey temporaryarrangement or transfer by superior and department head, implement otherresponsibilities assigned by superior.服从部门领导工作上的临时安排及调动，履行上级分派的其它工作和职责。Undertake daily roomchecks of all VIP guest rooms, Long Staying Guests, non-self-checking RoomAttendants and spot checks of Room Attendants who are self-checking when itapplies.承担每日VIP宾客房间检查，常住客人的房间以及非自查服务员所做房间的检查，以及自查服务员所做的房间的抽查。Ensure that allcolleagues comply with the grooming and uniform Standards确保所有同事按照仪容仪表和工作制服的相关标准工作。Ensure compliancewith legislated health and safety requirements within the workplace.在工作区域内遵守相关健康和安全的工作须知。Comply with allCorporate and Hotel Standards and Procedures. Ensure all of them are in linewith the brand standard and quality assurance requirement.遵守所有酒店规章制度，确保所有的工作都与品牌的标准和质量保证为标准线。Actively promote awork environment, which cares for guests and colleagues alike.关心宾客和关爱同事从而营造积极地工作环境。Floor Supervisorshould be observant about any guest preference that they notice during the roomcheck process, and offer assistance accordingly when appropriate, thoughtfulhandwritten note is encouraged to be left in the room to remind guest of thegesture offered, things that guest might be interested in, or tips that mayenhance guest stay experience.主管需在检查过程中注意观察客人的喜好和习惯，并在合适的情况下提供协助，主管可将体贴的手写卡片留在客房内以提供给客人有帮助的小贴士和提醒，并提升其入住体验。Perform othersduties assigned by the management.履行管理层按安排的其他工作职责。