Floor Supervisor 楼层主管 – (in English)

JOB DESCRIPTION

JOB TITLE                     :           Floor Supervisor

      职位名称                                      楼层主管

DEPARTMENT             :           Housekeeping

      部门                                              客房部

HOTEL / UNIT               :           Grand Kempinski Hotel Shanghai

      酒店                                              上海凯宾斯基大酒店

REPORTS TO                :           Executive Housekeeper/Assistant Executive Housekeeper

      上级                                              行政总管家/行政副管家

SCOPE

范围

The incumbent in this position is responsible for supervising the cleaning and maintenance operations on the floors assigned to him/her.  Depending on occupancy and number of supervisors available may have up to X to X floors assigned with X room attendants working on each floors.  Each room attendant is to clean guest rooms, corridors and pantries in accordance with the procedures and standards established by the hotel.

本职位负责监督分配楼层清洗和维护工作给他/她。根据现有的主管数量分配到不同的楼层和每层X位客房服务员。每个房间的服务员必须根据酒店程序和标准清洁客房，走廊和食品储藏室。

 

 

OVERALL OBJECTIVES

职位目标任务

The job of Floor Supervisor is executed satisfactorily when:

如何满意地履行楼层主管的职能：

      Room Attendants on their respective floors are supervised effectively.有效的管理监督每层的客房服务员。

      Hygiene standards are strictly monitored and followed.

严格控制卫生标准。

      LQA (Leading Quality Assurance) audit results are 85% and above.

LQA（领先的质量保证）评估结果保持在85%及以上

 

 

MAIN RESPONSIBILITIES

主要工作职责

      Supervise the work of room attendants to ensure all guest rooms and corridors are maintained to the highest standard of cleanliness and tidiness to ensure guest satisfaction and oversee that occupied rooms are serviced and that check out rooms are serviced based on the arrival time of the next guest.

监督客房服务员的工作以高标准来确保所有客房和走廊都干净整洁，确保客人对客房和服务的满意度，在下一个客人到达之前做好客房检查工作。

    Inspect occupied and non-occupied guest rooms and take corrective measures in order to meet Kempinski standards in terms of cleanliness, maintenance and supplies.  Also check that housekeeping equipments are given proper care and maintenance whilst being used.

检查已使用的和未使用的客房并作出合理及正确的改正措施，以满足凯宾斯基对客房内清洁，维护及用品的标准。在清洁结束后，同时检查客房清洁设备是否给予适当的照顾和维护。

      Carry out on the job training and be responsible for grooming and conduct standards of the room attendants on their assigned floors. Motivate staff to bring about excellent performance.  Participate in the evaluation of staff performance once year.

开展在职培训，并负责其指定楼层的客房服务员的容貌礼仪及行为标准。激励员工工作。参与一年一次的员工工作表现评估。

      Keep updated records of furniture movement and cleaning schedules of their section.

保持更新自己负责区域的家具搬动记录和清洁时间表

      Stay informed about hotel products and services knowledge in order to answer guest questions.

为了为顾客提供更好的服务和回答客人的问题，需随时了解酒店产品和酒店服务知识。

      Answer all guest questions / requests in a friendly and caring manner, take appropriate actions or if needed, refer the matters to the relevant persons to handle.  It may be providing information, giving an extra item such as a towel, etc. 

以友好的方式回答客人的问题，如果需要采取适当的处理行动或引荐给相关人员处理。这个帮助可能是提供相关的信息或给一个额外的东西，例如毛巾等。

      At the end of shift, do a handover reporting special attention guests, room status discrepancy, unusual situations, incidents that need follow up, to ensure consistency and guest satisfaction. 

在下班前，做好交接报告工作，尤其需要关注和标注那些特别关注客人，客房状态异常及不寻常状况，和发生的事件；并及时跟进，以确保一致性和另客人满意。

      Verify that pantries are equipped with all the necessary items needed in servicing guestrooms, and proper control is practiced to save expenses.

食品储藏柜内的东西多样化并满足客房服务的需要，和适当的控制支出成本。

      Sign in and out master keys and pagers in housekeeping office and ensure that all keys are returned.

主密钥和寻呼机必须在客房办公室签到和签出；和确保所有的钥匙归还。

      Schedule general cleaning of 1 room per Room Attendant per day, and assist on scheduled cleaning on low occupancy.

安排每天每间客房由一位客房服务员清洁打扫，并协助安排清洁打扫那些低入住率的客房。

Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

根据酒店的业务需求，额外的工作职责和任务可能在任何时间被添加。