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崗位職責/職位描述

Responsible for supervising the operational efficiency of Public Area and the service delivery of those areas
within budgeted guidelines. Promotes the desired work culture around the winning ways of the Inter Continental Hotels Group and the brand ethos. ? ? ? ? ? ? ? ?
負責管理公共區域的工作，在預算范圍內確保區塊高效的運轉。圍繞洲際酒店集團及其品牌的核心價值制勝之道，促進企業文化的發展以及其品牌主張。
· ? ? ? ? Make sure that guests receive the best service by the time that is required, report to the Executive Housekeeper, and keep in touch with the other departments.
確保各項服務按時、快捷、準確、無差錯、無事故，對行政管家負責，服從行政管家的工作指令，搞好部門之間的橫向配合。
· ? ? ? ? Ensure all public area are clean by the hotel’s standard and ensure that the guest receive the best service.
確保所有公共區域按酒店的服務標準，同時保證客人最大程度的滿意。
· ? ? ? ? Manage the room staff and check the cleanliness around the service areas. Make sure that the hotel meets the international sanitation standard.
控制客用品、清潔劑的用量，確保客用品、清潔劑不外流。
· ? ? ? ? Inspect Public Area and if there have any problems, need to record them.
對公共區域維修,物品缺損、地毯清洗情況等做好檢查和記錄。
· ? ? ? ? Deal with situations where staff’s work interferes with guests’ business.
處理公共區域當天各崗位區域發生的特殊情況，并做好交接工作。
· ? ? ? ? Within the time limit, find, summarize, analyze, and report any problems at the Public Area. ?Suggest methods to improve the process and make the process more efficient.
定期對公共區域的設施設備和服務質量（衛生方面）進行總結、分析、報告，并提出工作建議。
· ? ? ? ? Complete all tasks assigned by your superiors. Report any problems to your superiors.
按時完成行政管家下達的各項任務。向行政管家匯報有關事宜，及時、準確，現時提出合理化的建議。
· ? ? ? ? Every morning, assign tasks and arrange workload as necessary to meet the hotel’s needs. Do whatever extra work is necessary. ?Keep track of what was done the day before and what needs to be done that day. ?Keep record of giving special attention when it is necessary.
主持晨會，合理安排和調整公共區域服務員的工作量，布置當日特殊項目的清潔以及總結前日工作，提醒員工服務要點。
· ? ? ? ? Check staff’s work habits. ?If there are any problems, solve the problems. ?If the problems are solved, find ways to improve staff’s behavior and work habits.
檢查服務員的操作程序，發現問題及時糾正，并予以跟進。
· ? ? ? ? Immediately and patiently solve any of the guests’ problems so that both parties are satisfied.
解決對客服務中出現的問題，及時處理客人投訴，耐心聽取意見，及時調整，處理得當。
· ? ? ? ? Establishes and maintains effective human relations and works with human resources to ensure that team members performance is effectively managed
建立和保持有效的人際關系，確保團隊工作高效實施。
· ? ? ? ? Maintains appropriate standards for dress, hygiene, uniforms, appearance, posture and conduct of Public Area personnel
管理公共區域員工的衣著、衛生、儀表 和舉止。
· ? ? ? ? Responsible for evaluating the staffs，organize and carry out the training to improve the overall quality of staff.
負責定期對屬下進行績效考核評估、組織、實施員工培訓，提高員工素質。