洲际客房经理助理工作描述
JOB TITLE: 职位： AREA/DEPARTMENT:
部门： JOB BAND: 级别： HOTEL LEVEL: 酒店级别： REPORTS TO: 上级： POSITIONS SUPERVISED: 职位监管
JOB SCOPE:
职责范围：
Assistant Housekeeper 客房部经理助理
Rooms Division / Housekeeping 房务部 / 客房部 5 5 V 5
Executive Housekeeper 行政管家
Housekeeping Supervisor / Floor Supervisor/ Laundry Supervisor/ Linen Room Supervisor
PA主管/楼层主管/ 洗衣房主管/ 布草房主管
Under the general direction of the Executive Housekeeper, and within the limits of established InterContinental Hotels Group policies and procedures, 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 ethos. 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签名: …………………………………………………………………………………………
Date日期: ………………………… Key Responsibilities重要职责 ? Directs the work assignment of supervisory and non-supervisory personnel Copyright InterContinental Hotels Group
Last Updated: October 17, 2014
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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, and particularly those of priority members, known repeat guests and other VIP’s 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 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 regular 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 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 Copyright InterContinental Hotels Group
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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 flow 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 monitoring 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 cleans, 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。 ? 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 Acts on behalf of the Executive Housekeeper in his / her absence as departmental performance of staff is productive. Duties include: 与主管和人力资源部经理共同确保部门业绩，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。 Copyright InterContinental Hotels Group
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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 standards 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 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 department’s 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 preparation of the departmental annual budget Copyright InterContinental Hotels Group
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