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崗位職責/職位描述

1. In charge of all
   activities on guest floors.

   負責管理客房樓層所有的工作。

2. Provide daily on the
   job training to RAs to ensure smooth operations.

   為客房服務員提供日常工作中的培訓和指導以確保工作運轉順暢。

3. Handling of guest
   enquiries/requests/complaints.

   處理客人詢問、要求和投訴。

4. Protect and maintain
   hotel properties in good order.

   保持維護酒店的清潔工具及設備設施于良好工作狀態。

5. Coordinate with
   other department to ensure smooth operations.

   與其他部門保持良好的溝通確保工作運轉順暢。

6. Open and close the
   shift and ensure effective shift hand over.

   上下班確保有效地移交工作。

7. Distribution and
   collection of keys.

   分發和收取鑰匙。

8. Ensure guest valet
   is processed and delivered in a timely manner.

   確保客人的洗衣被及時地處理和遞送。

9. Manage all special
   requests made by guests. Handle Lost & Found and lost property for the
   hotel.

   處理客人的特殊需求。處理客人遺留物品和酒店財產遺失問題。

10. Liaise with other
    departments on behalf of the guest and follow up to ensure all requests have
    been actioned to the guest’s satisfaction.

1. Co-ordinate special
   projects (decorated rooms, vermin control, window and carpet cleaning, room
   inventories).

   調整專項計劃的實施（房間的布置、蟲害的控制、窗戶及地毯的清潔、房間物品盤點）。

2. Conducts shift
   briefings to ensure hotel activities and operational requirements are known.

   召集班組會議以確保酒店的活動和運作的要求眾所周知。

3. Ensure you have
   complete knowledge of room types, layouts and facilities.

   確保已熟知房間類型、布局和設施相關知識。

4. Manage storage areas
   of floor pantry, maintain adequate stock levels, complete stock takes as
   required.

   管理樓層服務間的庫房區域，維持足夠的庫存水平，完成必需的庫存量的領取。

5. Assists operation
   monthly inventory.

    協助每月盤點。

6. Obey temporary
   arrangement or transfer by superior and department head, implement other
   responsibilities assigned by superior.

   服從部門領導工作上的臨時安排及調動，履行上級分派的其它工作和職責。

7. Undertake daily room
   checks of all VIP guest rooms, Long Staying Guests, non-self-checking Room
   Attendants and spot checks of Room Attendants who are self-checking when it
   applies.

   承擔每日VIP賓客房間檢查，常住客人的房間以及非自查服務員所做房間的檢查，以及自查服務員所做的房間的抽查。

8. Ensure that all
   colleagues comply with the grooming and uniform Standards

   確保所有同事按照儀容儀表和工作制服的相關標準工作。

9. Ensure compliance
   with legislated health and safety requirements within the workplace.

   在工作區域內遵守相關健康和安全的工作須知。

10. Comply with all
    Corporate and Hotel Standards and Procedures. Ensure all of them are in line
    with the brand standard and quality assurance requirement.

    遵守所有酒店規章制度，確保所有的工作都與品牌的標準和質量保證為標準線。

11. Actively promote a
    work environment, which cares for guests and colleagues alike.

    關心賓客和關愛同事從而營造積極地工作環境。

12. Floor Supervisor
    should be observant about any guest preference that they notice during the room
    check process, and offer assistance accordingly when appropriate, thoughtful
    handwritten note is encouraged to be left in the room to remind guest of the
    gesture offered, things that guest might be interested in, or tips that may
    enhance guest stay experience.

    主管需在檢查過程中注意觀察客人的喜好和習慣，并在合適的情況下提供協助，主管可將體貼的手寫卡片留在客房內以提供給客人有幫助的小貼士和提醒，并提升其入住體驗。

13. Perform others
    duties assigned by the management.

    履行管理層按安排的其他工作職責。