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Major Responsibility 責(zé)任概要：
The Floor Manager has overall responsibility for the cleanliness of assigned areas in the hotel, for an efficient operation of the HSKP, as well as Laundry and Health Club, including but not limited to purchase, storage, inventory, cost-control, personnel management. Additionally, she/he is responsible for associate’s morale, a guest focused hospitality, brand
standards compliance, achieving of budgetary goals and inter-departmental relations.
樓層經(jīng)理負(fù)責(zé)酒店指定區(qū)域的清潔， 樓層、洗衣房和健身中心的有效運(yùn)作，包括但不限于采購(gòu)、倉(cāng)儲(chǔ)、庫(kù)存、 成本控制、人員管理。此外，還負(fù)責(zé)員工的管理， 以客人為中心的服務(wù)，品牌標(biāo)準(zhǔn)的合規(guī)性，預(yù)算目標(biāo)的實(shí)現(xiàn) 和部門(mén)間的關(guān)系。
Specific Duties 工作任務(wù)：
1. Ensure provision of HSKP services: 確保客房服務(wù)的規(guī)定：
1.1 Participates in the hiring, development and retention of a diverse workforce to deliver excellent products and services. Ensure that only qualified staffs are hired in the department.
參與招聘工作，發(fā)展員工和保持員工的工作效率和服務(wù)。
1.2 Sustains a work environment that focuses on fair and equitable treatment and associate’s satisfaction to enable business success.
創(chuàng)建良好的工作環(huán)境使員工更滿意從而更努力為酒店創(chuàng)造良好收益。
1.3 Ensure all areas are properly manned in accordance with the business demand, staffing schedules and work assignments are efficiently handled.
根據(jù)收益要求，確保所有區(qū)域根據(jù)要求完成任務(wù)。
1.4 Foster good coordination, harmonious and effective communication within the department and with other
departments.
在部門(mén)內(nèi)和其他部門(mén)都需要保持良好的協(xié)調(diào)與溝通關(guān)系。
2. Ensure assigned areas are clean and maintained up to hotel’s standards: 確保所有的區(qū)域是根據(jù)標(biāo)準(zhǔn)來(lái)清潔：
2.1 Conduct regular inspections of all areas of the hotel for cleanliness, maintenance, safety and security purposes. Note down observations from those areas and do necessarily followup and initiate appropriate action
immediately.
對(duì)于酒店進(jìn)行常規(guī)檢查，清潔、安全和維護(hù)，并記錄不足之處， 必要時(shí)作好更進(jìn)工作并立即行動(dòng)。
2.2 Spot check “nightly refresh” service and the VIP guestrooms on the arrival list during the day. 抽查當(dāng)天要到的貴賓房間及夜床服務(wù)。
2.3 Ensure that all guestrooms are in perfect condition always in terms of cleanliness, orderliness, condition and Brand Standard.
確保所有的客房在任何時(shí)間的清潔都有條不穩(wěn)的進(jìn)行，并保持良好的狀態(tài)。
2.4 Coordinate with Front Office regarding the room’s availability and rooms which should betaken out of order for
repair and maintenance, as well as general cleaning. 和前臺(tái)協(xié)調(diào)好可售房間及需要封的樓層。
2.5 Monitor public areas and guestrooms floors of the hotel and ensure they are spic and sanitary condition
throughout the year. Ensure Floor Supervisors follow the general cleaning procedures in their own respective areas by consistently checking their records monthly. Recommend replacement if necessary.
關(guān)注公共區(qū)域和客人房間在全年都保持良好的狀態(tài)，確保樓層主管貫徹大清潔的程序，并且檢查閱記 錄。
2.6 Support the Rooms Manager in checking allocated VIP rooms and ensure that they are clean and in order. Inspection must be done after floor supervisors have inspected the rooms.
支持并給房務(wù)經(jīng)理以協(xié)助檢查當(dāng)天要到的貴賓房間并且確保房間的整潔干凈， 而且是主管已經(jīng)檢查過(guò) 的。
2.7 Pay special attention to public areas during peak period and when important functions are going on. 在有重要會(huì)議或大型活動(dòng)時(shí)要特別關(guān)注公共區(qū)域。
2.8 Monitor contractual workers and concessionaires’ performance and behaviour. Ensure that outside contractors performed their tasks in accordance to standards set-force by the hotel.
關(guān)注酒店外包公司的員工，確保他們是根據(jù)酒店的制度和標(biāo)準(zhǔn)來(lái)操作。
2.9 Ensure monthly inventory of equipment on public areas and floors is done. Prepare replacement of equipment when necessary.
每月做好公共區(qū)域及樓層的盤(pán)點(diǎn)并且在不夠的情況下準(zhǔn)備采購(gòu)事宜。
3. Minimize guest complaints:
使客人的投訴最小化：
3.1 Receive and investigate queries and complaints from hotel guests, management staff and front office personnel, and effectively rectify the problems and complaints
接到從酒店客人，管理層及前臺(tái)的投訴時(shí)， 立即采取行動(dòng)解決投訴。
3.2 Interacts with guests to obtain feedback on product quality and service levels. 從客人處得到反饋關(guān)于產(chǎn)品質(zhì)量和服務(wù)水準(zhǔn)。
3.3 Empowers associates to provide excellent customer service. 確保員工提供給客人優(yōu)質(zhì)服務(wù)。
3.4 Observes service behaviors of associates and provides feedback. 員工的表現(xiàn)和提供反饋意見(jiàn)。
3.5 Reviews guests’ comments and Guest Voice results with associates, participates in the development and implementation of corrective action plans.
與員工分向客人的意見(jiàn)和 Guest Voice 的結(jié)果，做出發(fā)展和糾正的行動(dòng)計(jì)劃。
4. Contribute to overall efficiency of the department: 持續(xù)不斷的提高部門(mén)效率：
4.1 Act on special arrangements, instructions received from Front Office and management regarding guest special requests, then make necessary arrangements and take action.
對(duì)于從前臺(tái)處得到關(guān)于酒店客人的特殊需求時(shí)要給予必要的安排與行動(dòng)。
4.2 Attend to grievances and complaints of all staff and report to the Rooms Manager and Human Resources as necessary. Maintain good communication between management and staff of the department.
注意員工的不滿情緒和投訴并且立即匯報(bào)給房務(wù)經(jīng)理和人力資源部，維護(hù)好與其他部門(mén)間的溝通。
4.3 Emphasize good personal behavior as per guidelines laid down in the Employee Handbook and promote the spirit of teamwork whenever and wherever possible.
當(dāng)必要時(shí)強(qiáng)調(diào)個(gè)人行為舉止，提高良好的團(tuán)隊(duì)合作精神。
4.4 Serve misconduct notice to staff and counsel/ couch staff when situations call for such remedial actions. 對(duì)于行為不善的員工進(jìn)行督促管理。
4.5 Ensure hotel policies are administered fairly and consistently, disciplinary procedures are documented according to the LSOP’s.
根據(jù) LSOP 來(lái)公平公正的保證酒店的政策進(jìn)行。
4.6 Ensure key control procedures are carried out. Check key cabinet daily and make sure all keys are returned and accounted for.
確保鑰匙的控制是按照流程，鑰匙柜每日需要再次確認(rèn)是否被歸還。
4.7 Read all Floor and Public Area hand-overbooks and ensure that responsible associates in charge attend to them immediately.
閱讀樓層和公共區(qū)域的交接本，確保員工的到場(chǎng)。
4.8 Maintain personal grooming as per hotel’s standard to project an efficient, professional, neat and tidy
appearance to hotel guests and set an example to subordinates. 對(duì)于個(gè)人的儀容儀表是按照酒店標(biāo)準(zhǔn)及做好帶頭作用。
4.9 Ensure all HSKP associates are aware of all hotel emergency procedure, safety and pest control procedures. 確保所有的員工都熟知酒店的緊急， 安全和除蟲(chóng)的流程。
4.10Participate in departmental meetings and continually communicates a clear and consistent message regarding the departmental goals.
參與部門(mén)會(huì)議， 持續(xù)溝通， 同一部門(mén)的目標(biāo)。
4.11Conduct Self Brand Standard Audit in all housekeeping areas on a quarterly basis, using the BSA checklist. 每季做好客房區(qū)域的檢查，使用品牌審查的列表。
4.12Monitor and check the supplies in all storerooms and ensures accurate inventories are taken as required. 檢查倉(cāng)庫(kù)的配品確保被合理使用。
4.13Check weekly the hotel floorpantries and ensure supplies are not under/overstocked and that they are clean and tidy.
每周檢查酒店樓層的工作間保持清潔用品的備量及工作間保持干凈。
4.14Review operating statements and critique unusual results. Make all possible efforts to meet the budgeted goals. 閱讀營(yíng)運(yùn)報(bào)表使效率達(dá)到預(yù)算目標(biāo)。
4.15Ensure all punch lists are completed with the time frame specified. Be proactive and have good coordination with the Engineering Department.
保證所有的檢查表被及時(shí)更新的并且和工程部保持良好協(xié)調(diào)關(guān)系。
4.16Act on all decisions and programs decided on by the Rooms Manager. Ensure policies and procedures of the department are strictly followed.
對(duì)于上級(jí)的決定要立刻行動(dòng)，并且保證所有的規(guī)定被嚴(yán)格遵守。
4.17Follow strictly all hotel and department policies and procedures to be able to perform duties and responsibilities efficiently and effectively.
嚴(yán)格遵守酒店及部門(mén)的政策和程序， 展現(xiàn)高效的工作節(jié)奏和責(zé)任感。
4.18Make recommendations on procedures to be adopted, personnel and equipment required to the Director of Rooms. Develop and implement programs designed to improve the efficiency of the operations along with increased guest satisfaction.
提出一些可采用的建議，人事方面或設(shè)備方面。制定和實(shí)施可以提高營(yíng)運(yùn)和客人滿意度的項(xiàng)目和建 議。
5.. Follow all company policies and procedures.
遵守所有公司政策及程序。
6.Follow Marriott Information safety and protection policy and associate privacy policy,have a clear understanding of PCI, high-risk information, restricted information, non-public information and public information.When work in the company strictly abide by all kinds of information processing regulations, correctly handle all kinds of data and documents, to avoid information leakage.
遵守集團(tuán)信息安全保護(hù)及個(gè)人隱私的相關(guān)政策，對(duì)支付卡信息、高風(fēng)險(xiǎn)信息、受限信息、非公開(kāi)信息及公開(kāi)信息有清楚的認(rèn)知。在公司任職期間嚴(yán)格遵守各類信息的處理規(guī)定，正確處理各類數(shù)據(jù)及文件，防止信息泄漏