洲际客房经理助理工作描述(中英文)Word格式.doc

1、上级： 行政管家POSITIONS SUPERVISED:Housekeeping Supervisor / Floor Supervisor/ Laundry Supervisor/ Linen Room Supervisor 职位监管PA主管/楼层主管/ 洗衣房主管/ 布草房主管 JOB SCOPE: Under the general direction of the Executive Housekeeper, and within the limits of established InterContinental Hotels Group policies and procedur

2、es, oversees and directs the day to day operation of Housekeeping Department and assists in the forward planning of the department. Promotes the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the InterContinental Hotels Group and the brand etho

3、s. 职责范围： 直属客房行政管家，并在洲际酒店已建立的制度和程序的限定范围内，监督和指导客房部的日常运作，并帮助推行部门计划。围绕五大核心理念：信任、诚实、尊重、团队及服务提升洲际酒店集团的品牌价值及企业文化理念。TESTIMONIAL: I hereby confirm having read the duties and agree to perform these duties as set out in the Job Description to the required standards. 证明：我确认已阅读职责，并按照以上所描述工作要求的标准执行我的职责。 Signature

4、签名: Date日期: Key Responsibilities重要职责 Directs the work assignment of supervisory and non-supervisory personnel指导管理层工作人员 和普通员工完成布置下来的工作任务。 Monitors Housekeeping personnel to ensure guests receive prompt and courteous service监控以确保所有客人和住店客人能接收到及时、礼貌的服务。 Monitor Housekeeping personnel to ensure rooms, an

5、d particularly those of priority members, known repeat guests and other VIPs receive special attention监控客房职员以确保客房的正常运作，特别是具有优先权的客人，了解并相互告知使重要客人受到特殊的关注。 Informs other operating departments of Housekeeping matters, which concern notably the Front Office, to ensure accurate room status, in addition to

6、communicating with Engineering and the Laundry通知其它部门客房部正在运作的相关事项，特别是前厅部，确保房态的准确性，另外也有要确保与工程部、洗衣房的沟通交流。 Schedules routine inspections by supervisors, of all housekeeping areas including occupied and non-occupied rooms主管对日常事物的检查，包括空房和住人房的所有客房区域。 Inspects guest rooms in all Housekeeping areas on a regu

7、lar basis to ensure furnishing, facilities and equipment are clean and in good repair, well maintained and replaced / refurbished as required检查客区和公区是否正常运作，以确保所有的家具、设备、装置保持清洁及得到及时的维修。 Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial

8、action if necessary 在上级的指导监督下评估所有员工的仪容仪表、纪律及工作效率，并在必要的时候及时纠正错误。 Follows up on progress of agenda items covered in regular meetings根据例会所涉及的方面跟进工作。 Ensures Housekeeping personnel are familiar with in house facilities for the purpose of assisting guests确保客房员工熟悉房内设施设备，以便更好地为客人提供服务。 Maintains a steady fl

9、ow of communication to the Executive Housekeeper on all matters affecting the Housekeeping Department就客房部的相关事项与行政管家保持稳定地沟通与交流。 Supervises outside contractors to ensure contractual compliance监督外部合约人以确保合同的一致性。 Ensures that consumption of guest supplies is under control确保客用品的消费量在控制范围内。 Assists in monit

10、oring and controlling Housekeeping procedures including lost and found, key control, security and emergency procedures, health and safety for employees and guests帮助监控和控制客房程序以便保障员工的健康和安全，比如失物招领服务、钥匙的控制服务、安全紧急情况的处理程序。 Works with the Executive Housekeeper on routine cleaning programs including spring c

11、leans, etc 与行政管家一起按照日常清洁计划工作，包括不定时地清扫。 Acts on behalf of the Executive Housekeeper in his / her absence as assigned在行政管家不在时充当他的授权代表。Human Resource Responsibilities Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:与主管和人力资源部经理

12、共同确保部门业绩，职责如下o Assists in planning for future staffing needs定制未来所需的员工计划。o Assists in recruiting in line with company guidelines根据公司的方针辅助招聘人才。o Prepares detailed induction programs for new staff为新员工做详细的工作计划。o Assists in maintaining a comprehensive, current and guest focused set of departmental standa

13、rds and procedures and oversees their implementation保持全面的、当前的和客人特别关注的（设施设备）部门标准和程序，并且监督他们的执行情况。o Ensures training needs analysis of Housekeeping staff is carried out and training programs are designed and implemented to meet needs确保客房员工培训需求的分析被执行，培训计划有计划地实施并要满足其需求。o Provides input for probation and

14、formal performance appraisal discussions in line with company guidelines根据公司的方针及时汇报检查结果和成绩评估。o Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance指导、训练员工，与员工进行交流，接收员工的反馈信息有利于提高工作业绩。o Regularly communicates with staff and maintains good relations定期与员工进行交流并保

15、持良好的人际关系。o Assists with the efficient rostering of housekeeping staff inline with labor codes 根据人员编制有效地编排客房部的人员排班表。Financial Responsibilities财务职责 Works with superior in the preparation and management of the departments budget. Duties include:与主管一起准备和管理部门的预算工作，职责包括：o Assists in co-ordinating the prep

16、aration of the departmental annual budget辅助调整年度预算的准备工作。o Assists in monitoring and controlling departmental cost on an ongoing basis to ensure performance against budget控制和分析部门的现行成本，以确保成本符合预算。o Assists in the preparation of the hotel strategic plan, goals program, and Housekeeping Departmental Budge

17、t辅助准备酒店的战略计划、目标规划和客房部的预算。Occupational Health and Safety Responsibilities职业保健和安全职责 Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same熟悉职业保健、安全职责相关政策和程序，以确保所有程序能得以安全地执行，并在职业保健和安全职责方针

18、的指导下确保行为落到实处。 Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures了解并坚持职业的、健康的、安全地立法、政策和程序 Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly熟悉财产安全、急救、火灾和紧急程序，并安全及时地对机器设备进行控制。

19、Initiate action to correct a hazardous situation and notify supervisors of potential dangers及时对危险的情形采取补救措施，并对主管通报存在的潜在危险。 Log security incidents and accidents in accordance with hotel requirements根据酒店的要求对事件、事故进行记录。Key Competencies重要能力Key Tasks重要任务Drive For Results为业绩努力 Compete against a standard of

20、excellence by setting high performance standards and pursuing aggressive goals 通过设置更高的业绩标准和设立更富有挑战性的目标来获得更多的竞争力。 Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles为能获得持续的提高、完成商业成效和扫除障碍而努力Understanding the Business了解酒店 Demonstrate

21、an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information了解、熟悉并对本部门和酒店的相关问题，掌握最新的知识，包括一些法律知识。 Adheres to Intercontinental Hotels Group Corporate Code of Conduct, Employee Handbook and Hotel policies员工手册和酒

22、店制度要符合跟据洲际酒店集团的管理规则。 Demonstrates an understanding of competitors major strengths and weaknesses了解竞争对手的主要优势和弱势。 Establishes and interprets key performance indicators to manage the business, 确定和说明关键的业绩运作方法以便控制营业 consistently takes into accounts financial implications of business decisions and recomme

23、ndations坚持获取财务方面的一些相关的商业决策和建议。 Has a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable具备广泛的商业管理知识，注重一些必要的因素以确保生意能成功并获得收益。Problem Solving and Decision Making解决问题和做出决定策 Diagnose problems and thoroughly analyse in

24、formation to guide decision making 找出问题并全面分析相关信息以便做出正确的决策。 Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisions在做出结论和可行的决策时应评估、吸收客观的相关信息。Customer Focus顾客聚焦点 Build and maintain positive relationships with all internal customers and guests in ord

25、er to exceed their needs与内部员工和客人建立和维持积极的关系，以便能有效满足他们的合理需求。 Take action to address these needs in order to exceed their expectations通过行动满足需求，甚至超出他们的期望值。 Create a positive hotel image in every interaction with internal and external customers通过与顾客和内部员工的交谈为酒店树立良好的形象。 Adhere to hotel brand standards坚持酒店的

26、品牌标准。 Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests保持产品和服务知识的高水准以便更好向顾客解说、出售酒店的服务及设施。 Assist guests and escort them to locations within the hotel at their request根据客人的需要，帮助和引导他们到酒店的各种场所。 Maintain knowledge of special programs an

27、d events in the hotel in order to recognize and respond to guests needs了解关于酒店特别的节目及事情，以便知晓他们的需要并做出回复。 Maintain current Hotel information to be able to provide information to guests了解酒店最新的信息以便为客人提供信息服务。 Implements procedures which enhance the guest experience执行程序以便提升客人的感受经历。Innovation创新 Generate new

28、ideas and encourage creativity from your staff不断更新创新理念并从员工那里获得更多的创造力。 Recognize the need for new and modified approaches关注需求的变化并及时调整方式。Teamwork团队 Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments to deliver positive results信任同事、主管、团队并互相交流积极的成果。 Actively pa

29、rticipate in wider hotel meetings参与更多的酒店会议。 Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication专门与部门和酒店员工进行更为礼貌地接触，使其更具亲和力，增进团队精神并保持有效的交流方式。Adaptability适应能力 Be comfortable and effective

30、in an environment of ambiguity or change在变化的环境中保持冷静和活力。 Be receptive to new ideas and respond to workplace changes in a flexible and optimistic manner 以灵活和乐观的方式去接收新的理念并适应工作环境的改变。 Complete tasks as directed by Management通过管理手段有计划地完成任务。Impact and Influence作用和影响 Promote your ideas persuasively, and shape the op