洲际客房经理助理工作描述(中英文)

CopyrightInterContinentalHotelsGroupCopyrightInterContinentalHotelsGroupLastUpdated:August8,2020Pageof5HSKP01-01JOBTITLE:职位：JOBTITLE:职位：AREA/DEPARTMENT:部门：JOBBAND:级别：HOTELLEVEL:酒店级别：REPORTSTO:上级：POSITIONSSUPERVISED职位监管JOBSCOPE:职责范围:洲际客房经理助理工作描述AssistantHousekeeper客房部经理助理RoomsDivision/Housekeeping房务部/客房部55V5ExecutiveHousekeeper行政管家HousekeepingSupervisor/FloorSupervisor/LaundrySupervisor/LinenRoomSupervisorPA主管/楼层主管/洗衣房主管/布草房主管UnderthegeneraldirectionoftheExecutiveHousekeeper,andwithinthelimitsofestablishedInterContinentalHotelsGrouppoliciesandprocedures,overseesanddirectsthedaytodayoperationofHousekeepingDepartmentandassistsintheforwardplanningofthedepartment.PromotesthedesiredworkculturearoundthefivecorevaluesofTrust,Integrity,Respect,OneTeamandServiceoftheInterContinentalHotelsGroupandthebrandethos.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:IherebyconfirmhavingreadthedutiesandagreetoperformthesedutiesassetoutintheJobDescriptiontotherequiredstandards.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： KeyResponsibilities 重要职责?Directstheworkassignmentofsupervisoryandnon-supervisorypersonnel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。?MonitorsHousekeepingpersonneltoensureguestsreceivepromptandcourteousservice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。?MonitorHousekeepingpersonneltoensurerooms,andparticularlythoseofprioritymembers,knownrepeatguestsandothe rVIP'sreceivespecialattention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。?InformsotheroperatingdepartmentsofHousekeepingmatters,whichconcernnotablytheFrontOffice,toensureaccurateroomstatus,inadditiontocommunicatingwithEngineeringandtheLaundry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。?Schedulesroutineinspectionsbysupervisors,ofallhousekeepingareasincludingoccupiedandnon-occupiedrooms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。?InspectsguestroomsinallHousekeepingareasonaregularbasistoensurefurnishing,facilitiesandequipmentarecleanandingoodrepair,wellmaintainedandreplaced/refurbishedasrequired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。?Appraiseappearance,disciplineandefficiencyofallstaffunderdirectsupervisionandinitiateimmediateremedialactionifnecessary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。?Followsuponprogressofagendaitemscoveredinregularmeetings根据例会所涉及的方面跟进工作。?EnsuresHousekeepingpersonnelarefamiliarwithinhousefacilitiesforthepurposeofassistingguests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。?MaintainsasteadyflowofcommunicationtotheExecutiveHousekeeperonallmattersaffectingtheHousekeepingDepartment就客房部的相关事项与行政管家保持稳定地沟通与交流。?Supervisesoutsidecontractorstoensurecontractualcompliance监督外部合约人以确保合同的一致性。?Ensuresthatconsumptionofguestsuppliesisundercontrol确保客用品的消费量在控制范围内。?AssistsinmonitoringandcontrollingHousekeepingproceduresincludinglostandfound,keycontrol,securityandemergencyprocedures,healthandsafetyforemployeesandguests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。?WorkswiththeExecutiveHousekeeperonroutinecleaningprogramsincludingspringcleans,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。?ActsonbehalfoftheExecutiveHousekeeperinhis/herabsenceasassigned在行政管家不在时充当他的授权代表。HumanResourceResponsibilities?WorkswithSuperiorandHumanResourceManagertoensurethedepartmentalperformanceofstaffisproductive.Dutiesinclude:与主管和人力资源部经理共同确保部门业绩，职责如下oAssistsinplanningforfuturestaffingneeds定制未来所需的员工计划。oAssistsinrecruitinginlinewithcompanyguidelines根据公司的方针辅助招聘人才。oPreparesdetailedinductionprogramsfornewstaff为新员工做详细的工作计划。oAssistsinmaintainingacomprehensive,currentandguestfocusedsetofdepartmentalstandardsandproceduresandoverseestheirimplementation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。oEnsurestrainingneedsanalysisofHousekeepingstaffiscarriedoutandtrainingprogramsaredesignedandimplementedtomeetneeds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。oProvidesinputforprobationandformalperformanceappraisaldiscussionsinlinewithcompanyguidelines根据公司的方针及时汇报检查结果和成绩评估。oCoaches,counselsanddisciplinesstaff,providingconstructivefeedbacktoenhanceperformance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。oRegularlycommunicateswithstaffandmaintainsgoodrelations定期与员工进行交流并保持良好的人际关系。oAssistswiththeefficientrosteringofhousekeepingstaffinlinewithlaborcodes根据人员编制有效地编排客房部的人员排班表。FinancialResponsibilities财务职责?Workswithsuperiorinthepreparationandmanagementofthedepartment'sbudget.Dutiesinclude:与主管一起准备和管理部门的预算工作，职责包括：oAssistsinco-ordinatingthepreparationofthedepartmentalannualbudget辅助调整年度预算的准备工作。oAssistsinmonitoringandcontrollingdepartmentalcostonanongoingbasistoensureperformanceagainstbudget控制和分析部门的现行成本，以确保成本符合预算。oAssistsinthepreparationofthehotelstrategicplan,goalsprogram,andHousekeepingDepartmentalBudget辅助准备酒店的战略计划、目标规划和客房部的预算。OccupationalHealthandSafetyResponsibilities职业保健和安全职责?DemonstrateAwarenessofOH&SpoliciesandproceduresandensureallproceduresareconductedsafelyandwithinOH&Sguidelinesandensureyourdirectreportsdothesame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的指导下确保行为落到实处。?Beawareofdutyofcareandadheretooccupational,healthandsafetylegislation,policiesandprocedures了解并坚持职业的、健康的、安全地立法、政策和程序?Befamiliarwithpropertysafety,firstaidandfireandemergencyproceduresandoperateequipmentsafelyandsensibly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。?Initiateactiontocorrectahazardoussituationandnotifysupervisorsofpotentialdangers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。?Logsecurityincidentsandaccidentsinaccordancewithhotelrequirements根据酒店的要求对事件、事故进行记录。Key KeyTasks

Competencies重要能力重要任务DriveForResults为业绩努力? Competeagainstastandardofexcellencebysettinghighperformancestandardsandpursuingaggressivegoals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。? Striveforconstantimprovementsandtakesresponsibilityforachievingbusinessresultsandperseveredespiteobstacles为能获得持续的提高、完成商业成效和扫除障碍而努力UnderstandingtheBusiness了解酒店? Demonstrateaninterestinandanunderstandingofissuesrelevanttoyourdepartmentandhotelandkeepyourknowledgeuptodate,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，包吟些法律知识。? AdherestoIntercontinentalHotelsGroupCorporateCodeofConduct,EmployeeHandbookandHotelpolicies员工手册和酒店制度要符合跟据洲际酒店集团的管理规则。? Demonstratesanunderstandingofcompetitors 'majorstrengthsandweaknesses了解竞争对手的主要优势和弱势。? Establishesandinterpretskeyperformanceindicatorstomanagethebusiness,确定和说明关键的业绩运作方法以便控制营业? consistentlytakesintoaccountsfinancialimplicationsofbusinessdecisionsandrecommendations坚持获取财务方面的一些相关的商业决策和建议。? Hasabroadknowledgeofhowthebusinessisrun,

focusesonthemajorfactorsnecessarytoensurethatthebusinessissuccessfulandprofitable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。ProblemSolvingandDecisionMaking解决问题和做出决? Diagnoseproblemsandthoroughlyanalyseinformationtoguidedecisionmaking找出问题并全面分析相关信息以便做出正确的决策。? Evaluateandassimilatecriticalinformationwhenreachingconclusionsandmakelogical,competentdecisions在做出结论和可行的决策时应评估、吸收客观的相关信息。CustomerFocus顾客聚焦点? Buildandmaintainpositiverelationshipswithallinternalcustomersandguestsinordertoexceedtheirneeds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。? Takeactiontoaddresstheseneedsinordertoexceedtheirexpectations通过行动满足需求，甚至超出他们的期望值。? Createapositivehotelimageineveryinteractionwithinternalandexternalcustomers通过与顾客和内部员工的交谈为酒店树立良好的形象。? Adheretohotelbrandstandards坚持酒店的品牌标准。? Maintainahighlevelofproductandserviceknowledgeinordertoexplainandsellservicesandfacilitiestoguests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。? Assistguestsandescortthemtolocationswithin

thehotelattheirrequest根据客人的需要，帮助和引导他们到酒店的各种场所。? Maintainknowledgeofspecialprogramsandeventsinthehotelinordertorecognizeandrespondtoguestsneeds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。? MaintaincurrentHotelinformationtobeabletoprovideinformationtoguests了解酒店最新的信息以便为客人提供信息服务。? Implementsprocedureswhichenhancetheguestexperience执行程序以便提升客人的感受经历。Innovation创新? Generatenewideasandencouragecreativityfromyourstaff不断更新创新理念并从员工那里获得更多的创造力。? Recognizetheneedfornewandmodifiedapproaches关注需求的变化并及时调整方式。Teamwork团队? Demonstrateco-operationandtrustwithcolleagues,supervisors,teamsandacrossdepartmentstodeliverpositiveresults信任同事、主管、团队并互相交流积极的成果。? Activelyparticipateinwiderhotelmeetings参与更多的酒店会议。? Interactwithdepartmentandhotelstaffinaprofessionalandpositivemannertofostergoodrapport,promoteteamspiritandensureeffectivetwowaycommunication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? Becomfortableandeffectiveinanenvironmentofambiguityorchange在变化的环境中保持冷静和活力。? Bereceptivetonewideasandrespondtoworkplacechangesinaflexible