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崗位職責:

1. GUEST SATISFACTION
客人滿意
Upgrade guest services on a continual basis.
保持并持續不斷的提高對客服務標準。
To ensure the ultimate comfort, cleanliness and safety for all of our guests, as expected.
為客人良好的提供客人所期望的舒適，清潔和安全的環境。
Makes suggestion to the Floor Manager on the improvement of guest service.
為樓層經理提供合理化建議以改進對客人的服務。
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.
確保為客人所提供的產品和服務，都依附于釣魚臺美高梅酒店集團標準，保持操作的方法和高標準的統一。
2. EMPLOYEE SATISFACTION
員工滿意
Communications with staff to seek for staff’s opinions and comments on employee satisfaction issue.
經常與員工溝通以獲得員工滿意度的建議。
Gives feedback to the Floor Manager on the situation of maintenance of high staff morale.
向樓層經理提供如何保持員工士氣的反饋。
Actively participates in the organization of all staff activities.
積極參與酒店組織的各項員工活動。
Actively participates in the Employee Opinion Survey and provides suggestions for actions to improve the scores.
積極參與員工意見調查并為改進工作環境提供可行性方案。
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.
任何時候要以一種職業化來引導自我.依附已建立的管理標準和房間規則、防火規章制度、部門標準程序及政策。
Reports to shift on time. Is aware of schedule at all times and if unable to attend work, notifies the Supervisor in
adequate time.
班次變動要及時匯報，任何時候要熟知時間安排表，如不能出席工作，需在合適的時間通知上級。
To assist in cost control and payroll.
協助進行成本控制
To maintain good communications with other Departments.
與其他部門保持良好的溝通
4. OPERATION MANAGEMENT
部門運作管理
Check room attendant report and take appropriate action in cases of under or over staffing.
檢查客房服務員工作報表，采取適當的措施進行員工的監督和管理。
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務并提出疑問.領取區域鑰匙、設備、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.
與樓層經理核對VIP姓名和其它客人信息同時通知樓層服務員，以便樓層服務員盡可能用姓名來問候客人。
Supervise the Room Attendants that have been assigned to the assigned work areas.
管轄好所轄區域的樓層服務員，完成區域工作任務
Pick-up cell phone and ensure correct working condition.
攜帶手機、并確保溝通暢通
Inspect all rooms (vacant or occupied) checking standard of cleanliness, missing guest amenities and/or supplies.
Report any problems to the Room Attendants.
檢查所有房間（空房、住客房）的清潔標準，房間缺少客用品/供應品，將問題告知樓層服務員.
Inspect all VIP and Special Attention rooms very carefully, ensuring that all special requests and amenities have
been completed.
非常謹慎地檢查所有VIP和特別關注房間確保已 完成所有特殊要求和客用品的擺放
Check for maintenance work orders and complete the required report. Turn them to the Housekeeping Department.
檢查跟進所有維修工作單并完成維修報告，將完好的單據交至客房部辦公室
Guide and train Room Attendants under the direction of the EH and Floor Manager.
在行政管家和樓層經理的指導下引導并培訓樓層服務員
Supervise all housekeeping operations and ensure adherence to policies and procedures, i.e. special projects, general
cleaning.
監督客房所有運作，依附政策和程序。如特別工程維修，房間計劃清潔
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（在樓層服務員工作時）保證按照程序和步驟操作
Check to ensure that all Room Attendant return keys and sign out at the end of the shift.
在結束工作時，檢查確保所有樓層服務員歸還鑰匙和簽退
Inform the EH of any unusual events and communicate any special instructions to the P.M. Manager.
向行政管家報告異常事件，與中班經理溝通好特殊事情
May be assigned other duties/responsibilities as required.
在必要時完成分配的其它工作
Responsible for all supplies in linen closets on the floors.
負責樓層所有棉制品，客用品的管理
Responsible for the cleanliness of the floors, including linen closets.
負責樓層所有清潔包括工作間、儲物柜清潔
5. COMMUNICATION
溝通與交流
Counsels employees on job related issues and where necessary on items of personal nature.
與員工進行與工作有關的溝通。
Keep open communication with Housekeeping Manager.
與客房經理保持暢通的溝通
6. STAFF RECOGNITION & PARTICIPATION
員工認可與參與
Organizes staff party.
組織員工聚會。
Organizes other staff activities.
組織其它員工活動。
7. SAFETY & HYGIENE
安全與衛生
Establish safe working conditions and practices. Ensure proper cleanliness in all areas. Require staff to wear proper apparel at all times.
為員工建立安全的工作練習環境，確保所轄區域清潔整齊，并隨時確保員工穿著適當。
Check and follow the whole process of work injury. Verify the ways to avoid it happen again.
檢查和追蹤工傷事故處理的全過程，審核避免事故再次發生的措施。
Saving energy according to the standard of ISO 14001.
按照ISO14001標準的要求，注意節能環保。
Performs other duties as maybe assigned by Management from time to time.
完成樓層經理交辦的其他工作。

1. Neat and pleasant appearance.
儀表整潔
2. Articulate.
表達力強
3. Good Health.
身體健康
4. Simple English speaking.
簡單的英語口語
5. Technical Secondary School
中專學歷
6. 2 years as Floor Supervisor in a similar size hotel.
應具備在相當規模酒店2年樓層主管的經驗
7. Self-starter.
主動
8. Team-builder.
團隊精神
9. Goals oriented.
目標明確
10. Tactful and sensitive to employee needs.
能體察員工需要
11. Positive role model.
以身作則
12. Computer knowledge.
計算機知識
13. Ability to work long hours.
能適應長時間工作