岗位职责:
1. GUEST SATISFACTION
客人满意
Upgrade guest services on a continual basis.
保持并持续不断的提高对客服务标准。
To ensure the ultimate comfort, cleanliness and safety for all of our guests, as expected.
为客人最大限度的提供客人所期望的舒适，清洁和安全的环境。
Makes suggestion to the Floor Manager on the improvement of guest service.
为楼层经理提供合理化建议以改进对客人的服务。
Ensure service and production is provided in the proper manner, and with the usual high standards of a DMH. Understand, maintain and execute operational manuals and guidelines.
确保为客人所提供的产品和服务，都依附于钓鱼台美高梅酒店集团标准，保持操作的方法和高标准的统一。
2. EMPLOYEE SATISFACTION
员工满意
Communications with staff to seek for staff’s opinions and comments on employee satisfaction issue.
经常与员工沟通以获得员工满意度的建议。
Gives feedback to the Floor Manager on the situation of maintenance of high staff morale.
向楼层经理提供如何保持员工士气的反馈。
Actively participates in the organization of all staff activities.
积极参与酒店组织的各项员工活动。
Actively participates in the Employee Opinion Survey and provides suggestions for actions to improve the scores.
积极参与员工意见调查并为改进工作环境提供可行性方案。
3. ADMINISTRATION
行政工作
Conducts self in a professional manner all the time. Adhere to the established standard of conduct and house rules, fire regulations, and department procedures and policies.
任何时候要以一种职业化来引导自我.依附已建立的管理标准和房间规则、防火规章制度、部门标准程序及政策。
Reports to shift on time. Is aware of schedule at all times and if unable to attend work, notifies the Supervisor in
adequate time.
班次变动要及时汇报，任何时候要熟知时间安排表，如不能出席工作，需在合适的时间通知上级。
To assist in cost control and payroll.
协助进行成本控制
To maintain good communications with other Departments.
与其他部门保持良好的沟通
4. OPERATION MANAGEMENT
部门运作管理
Check room attendant report and take appropriate action in cases of under or over staffing.
检查客房服务员工作报表，采取适当的措施进行员工的监督和管理。
Pick-up work assignments from the Housekeeping Department, and review for any questions. Report to assigned
area(s) with required keys, equipment, supplies, etc.
接受客房部已分配的工作任务并提出疑问.领取区域钥匙、设备、日常用品等等.
Check with Assistant Floor Manager and Clerk for the list of names of VIP and other guests and inform Room
Attendants of the same. Instruct the Room Attendants to greet as many guests as possible using their names.
与楼层经理核对VIP姓名和其它客人信息同时通知楼层服务员，以便楼层服务员尽可能用姓名来问候客人。
Supervise the Room Attendants that have been assigned to the assigned work areas.
管辖好所辖区域的楼层服务员，完成区域工作任务
Pick-up cell phone and ensure correct working condition.
携带手机、并确保沟通畅通
Inspect all rooms (vacant or occupied) checking standard of cleanliness, missing guest amenities and/or supplies.
Report any problems to the Room Attendants.
检查所有房间（空房、住客房）的清洁标准，房间缺少客用品/供应品，将问题告知楼层服务员.
Inspect all VIP and Special Attention rooms very carefully, ensuring that all special requests and amenities have
been completed.
非常谨慎地检查所有VIP和特别关注房间确保已 完成所有特殊要求和客用品的摆放
Check for maintenance work orders and complete the required report. Turn them to the Housekeeping Department.
检查跟进所有维修工作单并完成维修报告，将完好的单据交至客房部办公室
Guide and train Room Attendants under the direction of the EH and Floor Manager.
在行政管家和楼层经理的指导下引导并培训楼层服务员
Supervise all housekeeping operations and ensure adherence to policies and procedures, i.e. special projects, general
cleaning.
监督客房所有运作，依附政策和程序。如特别工程维修，房间计划清洁
Conduct spot checks (while Room Attendants are working) and ensure proper procedures and steps are being taken.
Follow up on all deficiencies.
抽查工作程序（在楼层服务员工作时）保证按照程序和步骤操作
Check to ensure that all Room Attendant return keys and sign out at the end of the shift.
在结束工作时，检查确保所有楼层服务员归还钥匙和签退
Inform the EH of any unusual events and communicate any special instructions to the P.M. Manager.
向行政管家报告异常事件，与中班经理沟通好特殊事情
May be assigned other duties/responsibilities as required.
在必要时完成分配的其它工作
Responsible for all supplies in linen closets on the floors.
负责楼层所有棉制品，客用品的管理
Responsible for the cleanliness of the floors, including linen closets.
负责楼层所有清洁包括工作间、储物柜清洁
5. COMMUNICATION
沟通与交流
Counsels employees on job related issues and where necessary on items of personal nature.
与员工进行与工作有关的沟通。
Keep open communication with Housekeeping Manager.
与客房经理保持畅通的沟通
6. STAFF RECOGNITION & PARTICIPATION
员工认可与参与
Organizes staff party.
组织员工聚会。
Organizes other staff activities.
组织其它员工活动。
7. SAFETY & HYGIENE
安全与卫生
Establish safe working conditions and practices. Ensure proper cleanliness in all areas. Require staff to wear proper apparel at all times.
为员工建立安全的工作练习环境，确保所辖区域清洁整齐，并随时确保员工穿着适当。
Check and follow the whole process of work injury. Verify the ways to avoid it happen again.
检查和追踪工伤事故处理的全过程，审核避免事故再次发生的措施。
Saving energy according to the standard of ISO 14001.
按照ISO14001标准的要求，注意节能环保。
Performs other duties as maybe assigned by Management from time to time.
完成楼层经理交办的其他工作。
任职资格:
1. Neat and pleasant appearance.
仪表整洁
2. Articulate.
表达力强
3. Good Health.
身体健康
4. Simple English speaking.
简单的英语口语
5. Technical Secondary School
中专学历
6. 2 years as Floor Supervisor in a similar size hotel.
应具备在相当规模酒店2年楼层主管的经验
7. Self-starter.
主动
8. Team-builder.
团队精神
9. Goals oriented.
目标明确
10. Tactful and sensitive to employee needs.
能体察员工需要
11. Positive role model.
以身作则
12. Computer knowledge.
计算机知识
13. Ability to work long hours.
能适应长时间工作
