国际酒店房务部手册英文

国际酒店房务部手册英文内容摘要：

SUPERVISERS STAFF STAFF 16 R1. ORGANIZATION AND RESPONSIBILITIES JOB DESCRIPTION JOB TITLE: Rooms Division Manager / Director of Rooms / Senior Assistant Manager DEPARTMENT: Front Office Housekeeping Health Club DIVISION: Rooms Division REPORTS TO: Resident Manager / Executive Asst Mgr PURPOSE Provides guest services as well as supervision, direction and leadership in the Rooms Division in accordance with the objectives, performance and quality standards established by the Hotel. DUTIES AND RESPONSIBILITIES 1. Is responsible for the proper, efficient and profitable functioning of the Front Office, Housekeeping and Health Club. 2. Prepares the budget for the Rooms Division. 3. Makes decisions on capital improvements. 4. Develops a profit plan in conjunction with the Sales, Front Office and Reservation Personnel. 5. Controls expenses through planning of needs, review of purchase orders and labor standards. 6. Meets and maintains all standards set by the Hotel. 7. Reviews all the proposed changes before implementation. 8. Recruits best available candidates based on remendation and personal interviews. 17 R1. ORGANIZATION AND RESPONSIBILITIES JOB DESCRIPTION 9. Reviews regular career paths with the General Manager, Resident Manager or Executive Asst Mgr. 10. Reviews departmental programs to ensure development of future department heads. 11. Conducts salary reviews of personnel Laundry. 12. Ensures that the Front Office achieves ATR and occupancy goals. 13. Ensures that the Housekeeping Department maintains an effective level of service in guest rooms and public areas within budget. 14. Ensures that the Laundry and Valet Department maintains a high standard of excellence in providing guest Service and House Service. 15. Ensures that the well Service maintains speed and a very good standard of service. 16. Ensures that Reservation Department helps achieve the ATR goal and that it provides the management with a 7day control over daily bookings. 17. Ensures that the Telephone Department handles all administrative and guest calls promptly and in a friendly manner. 18. Visits all departments daily and observes routine activities. 19. Conducts quality checks with regard to the Room and Public Area Product and service. 20. Attends department meeting regularly. Represents Rooms Division at Division Head meetings. 21. Ensures that operating departments meet weekly to discuss past, present and future activities. 22. Assumes other duties assigned by the Management from time to time. 18 R1. ORGANIZATION AND RESPONSIBILITIES VARIANCES – ORGANIZATION CHART/JOB DESCRIPTIONS Variances may arise for a number of reasons including: degree of plexity of operation economies of scale union agreements styles of service and production manpower availability and cost creative job bination programs employee development positions Further guidance regarding job descriptions, their pletion and the process for amending positions and their job content can be found in the Corporate Personnel and Training Manual. 19 R3. KEY CONTROL MASTER KEY DISTRIBUTION GREAT GRAND MASTER: The Great Grand Master opens all guestrooms doors and all other doors related to the various departments (Sections). It will not open guestroom doors which are double locked. Keys will only be carried by: General Manager Resident Manager EMERGENCY KEY: Opens all guestroom doors including those which are double locked. THE KEY IS TO BE KEPT IN THE FRONT OFFICE SAFE AT ALL TIMES WHEN NOT IN USE. Only the following authorized personnel are allowed to handle the emergency key: General Manager Resident Manager Financial Controller RoomsDivision Director Front Office Manager Executive Housekeeper Duty Manager Director of Security An Emergency Key Logbook is to be kept and whoever of the above has to use the key has to sign in with time, reason of usage and sign out upon return of the key. This record is to be kept uptodate at all times. Issue and return are to be witnessed at all times. 20 R3. KEY CONTROL MASTER KEY DISTRIBUTION GRAND MASTER A + B GRAND MASTER A Opens all guestroom doors which are not double locked and guestroom related storage areas, such as Pantries, Linen Closets etc. Keys will only be carried by: RoomsDivision Director Front Office Manager Executive Housekeeper Duty Manager GRAND MASTER B Opens all other doors on the Hotel Premises. Keys will only be carried by: Director of Security Duty Manager FLOOR MASTER Only opens those doors on the floor indicated. Keys will be carried by: Assistant Executive Housekeeper Floor Supervisors Room Attendants 21 R3. KEY CONTROL MASTER KEY DISTRIBUTION SECTION MASTERS (BACK OF THE HOUSE) Allows Department Heads access to those areas under their immediate jurisdiction. FUNCTION ROOM KEYS This are individual keys assigned to the guest or to authorized employees. OFFICE KEYS Individual keys assigned to employees with authorized access to certain offices. 22 R3. KEY CONTROL LOST MASTERKEY/DUPLICATION LOSS OF MASTERKEY It is needless to say that losing a master key is a very serious matter and if proper controls are followed should not happen. Andy employee losing a key or keys must inform their supervisor or depart。