Major Responsibility 责任概要：
The Floor Manager has overall responsibility for the cleanliness of assigned areas in the hotel, for an efficient operation of the HSKP, as well as Laundry and Health Club, including but not limited to purchase, storage, inventory, cost-control, personnel management. Additionally, she/he is responsible for associate’s morale, a guest focused hospitality, brand
standards compliance, achieving of budgetary goals and inter-departmental relations.
楼层经理负责酒店指定区域的清洁， 楼层、洗衣房和健身中心的有效运作，包括但不限于采购、仓储、库存、 成本控制、人员管理。此外，还负责员工的管理， 以客人为中心的服务，品牌标准的合规性，预算目标的实现 和部门间的关系。
Specific Duties 工作任务：
1. Ensure provision of HSKP services: 确保客房服务的规定：
1.1 Participates in the hiring, development and retention of a diverse workforce to deliver excellent products and services. Ensure that only qualified staffs are hired in the department.
参与招聘工作，发展员工和保持员工的工作效率和服务。
1.2 Sustains a work environment that focuses on fair and equitable treatment and associate’s satisfaction to enable business success.
创建良好的工作环境使员工更满意从而更努力为酒店创造良好收益。
1.3 Ensure all areas are properly manned in accordance with the business demand, staffing schedules and work assignments are efficiently handled.
根据收益要求，确保所有区域根据要求完成任务。
1.4 Foster good coordination, harmonious and effective communication within the department and with other
departments.
在部门内和其他部门都需要保持良好的协调与沟通关系。
2. Ensure assigned areas are clean and maintained up to hotel’s standards: 确保所有的区域是根据标准来清洁：
2.1 Conduct regular inspections of all areas of the hotel for cleanliness, maintenance, safety and security purposes. Note down observations from those areas and do necessarily followup and initiate appropriate action
immediately.
对于酒店进行常规检查，清洁、安全和维护，并记录不足之处， 必要时作好更进工作并立即行动。
2.2 Spot check “nightly refresh” service and the VIP guestrooms on the arrival list during the day. 抽查当天要到的贵宾房间及夜床服务。
2.3 Ensure that all guestrooms are in perfect condition always in terms of cleanliness, orderliness, condition and Brand Standard.
确保所有的客房在任何时间的清洁都有条不稳的进行，并保持良好的状态。
2.4 Coordinate with Front Office regarding the room’s availability and rooms which should betaken out of order for
repair and maintenance, as well as general cleaning. 和前台协调好可售房间及需要封的楼层。
2.5 Monitor public areas and guestrooms floors of the hotel and ensure they are spic and sanitary condition
throughout the year. Ensure Floor Supervisors follow the general cleaning procedures in their own respective areas by consistently checking their records monthly. Recommend replacement if necessary.
关注公共区域和客人房间在全年都保持良好的状态，确保楼层主管贯彻大清洁的程序，并且检查阅记 录。
2.6 Support the Rooms Manager in checking allocated VIP rooms and ensure that they are clean and in order. Inspection must be done after floor supervisors have inspected the rooms.
支持并给房务经理以协助检查当天要到的贵宾房间并且确保房间的整洁干净， 而且是主管已经检查过 的。
2.7 Pay special attention to public areas during peak period and when important functions are going on. 在有重要会议或大型活动时要特别关注公共区域。
2.8 Monitor contractual workers and concessionaires’ performance and behaviour. Ensure that outside contractors performed their tasks in accordance to standards set-force by the hotel.
关注酒店外包公司的员工，确保他们是根据酒店的制度和标准来操作。
2.9 Ensure monthly inventory of equipment on public areas and floors is done. Prepare replacement of equipment when necessary.
每月做好公共区域及楼层的盘点并且在不够的情况下准备采购事宜。
3. Minimize guest complaints:
使客人的投诉最小化：
3.1 Receive and investigate queries and complaints from hotel guests, management staff and front office personnel, and effectively rectify the problems and complaints
接到从酒店客人，管理层及前台的投诉时， 立即采取行动解决投诉。
3.2 Interacts with guests to obtain feedback on product quality and service levels. 从客人处得到反馈关于产品质量和服务水准。
3.3 Empowers associates to provide excellent customer service. 确保员工提供给客人优质服务。
3.4 Observes service behaviors of associates and provides feedback. 员工的表现和提供反馈意见。
3.5 Reviews guests’ comments and Guest Voice results with associates, participates in the development and implementation of corrective action plans.
与员工分向客人的意见和 Guest Voice 的结果，做出发展和纠正的行动计划。
4. Contribute to overall efficiency of the department: 持续不断的提高部门效率：
4.1 Act on special arrangements, instructions received from Front Office and management regarding guest special requests, then make necessary arrangements and take action.
对于从前台处得到关于酒店客人的特殊需求时要给予必要的安排与行动。
4.2 Attend to grievances and complaints of all staff and report to the Rooms Manager and Human Resources as necessary. Maintain good communication between management and staff of the department.
注意员工的不满情绪和投诉并且立即汇报给房务经理和人力资源部，维护好与其他部门间的沟通。
4.3 Emphasize good personal behavior as per guidelines laid down in the Employee Handbook and promote the spirit of teamwork whenever and wherever possible.
当必要时强调个人行为举止，提高良好的团队合作精神。
4.4 Serve misconduct notice to staff and counsel/ couch staff when situations call for such remedial actions. 对于行为不善的员工进行督促管理。
4.5 Ensure hotel policies are administered fairly and consistently, disciplinary procedures are documented according to the LSOP’s.
根据 LSOP 来公平公正的保证酒店的政策进行。
4.6 Ensure key control procedures are carried out. Check key cabinet daily and make sure all keys are returned and accounted for.
确保钥匙的控制是按照流程，钥匙柜每日需要再次确认是否被归还。
4.7 Read all Floor and Public Area hand-overbooks and ensure that responsible associates in charge attend to them immediately.
阅读楼层和公共区域的交接本，确保员工的到场。
4.8 Maintain personal grooming as per hotel’s standard to project an efficient, professional, neat and tidy
appearance to hotel guests and set an example to subordinates. 对于个人的仪容仪表是按照酒店标准及做好带头作用。
4.9 Ensure all HSKP associates are aware of all hotel emergency procedure, safety and pest control procedures. 确保所有的员工都熟知酒店的紧急， 安全和除虫的流程。
4.10Participate in departmental meetings and continually communicates a clear and consistent message regarding the departmental goals.
参与部门会议， 持续沟通， 同一部门的目标。
4.11Conduct Self Brand Standard Audit in all housekeeping areas on a quarterly basis, using the BSA checklist. 每季做好客房区域的检查，使用品牌审查的列表。
4.12Monitor and check the supplies in all storerooms and ensures accurate inventories are taken as required. 检查仓库的配品确保被合理使用。
4.13Check weekly the hotel floorpantries and ensure supplies are not under/overstocked and that they are clean and tidy.
每周检查酒店楼层的工作间保持清洁用品的备量及工作间保持干净。
4.14Review operating statements and critique unusual results. Make all possible efforts to meet the budgeted goals. 阅读营运报表使效率达到预算目标。
4.15Ensure all punch lists are completed with the time frame specified. Be proactive and have good coordination with the Engineering Department.
保证所有的检查表被及时更新的并且和工程部保持良好协调关系。
4.16Act on all decisions and programs decided on by the Rooms Manager. Ensure policies and procedures of the department are strictly followed.
对于上级的决定要立刻行动，并且保证所有的规定被严格遵守。
4.17Follow strictly all hotel and department policies and procedures to be able to perform duties and responsibilities efficiently and effectively.
严格遵守酒店及部门的政策和程序， 展现高效的工作节奏和责任感。
4.18Make recommendations on procedures to be adopted, personnel and equipment required to the Director of Rooms. Develop and implement programs designed to improve the efficiency of the operations along with increased guest satisfaction.
提出一些可采用的建议，人事方面或设备方面。制定和实施可以提高营运和客人满意度的项目和建 议。
5.. Follow all company policies and procedures.
遵守所有公司政策及程序。
6.Follow Marriott Information safety and protection policy and associate privacy policy,have a clear understanding of PCI, high-risk information, restricted information, non-public information and public information.When work in the company strictly abide by all kinds of information processing regulations, correctly handle all kinds of data and documents, to avoid information leakage.
遵守集团信息安全保护及个人隐私的相关政策，对支付卡信息、高风险信息、受限信息、非公开信息及公开信息有清楚的认知。在公司任职期间严格遵守各类信息的处理规定，正确处理各类数据及文件，防止信息泄漏