Laundry Manager

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

ESSENTIAL FUNCTIONS主要职责：

Provides guest services and in-house service as leadership in the Housekeeping Department in accordance with the objectives, performance and quality standards established by Four Seasons Hotel & Resorts and the Hotel.

General/Technical Knowledge 综合技术知识

To have complete knowledge of Four Seasons’ Quality Standards, Service Standards and Group Specifications To have complete knowledge of Four Seasons’ Programs e.g. Guest History To have complete knowledge of Four Seasons’ standards operating policies and procedures

具有全面的四季标准的运作政策及程序方面的知识

Customer Loyalty 宾客忠实感

Makes Guest delighted and retention is the primary focus of all job function Leads the respective sections’ colleague in the efforts to ensure guest was delighted Ensures all interactions with guests are handled professionally and with care adhering to hotel’s policies and procedures

确保以专业并符合酒店政策、程序的方式与宾客进行良性的互动、交流

Service Standards服务标准

Maintains and enforces all quality and service standards and procedures for Housekeeping Services Makes gust delighted, including internal customers, the primary focus of all duties 例如：

Directly: by checking every article of gust clothing to ensure no missing buttons and replacing when needed

:检查顾客衣物的所有部分,确保没有缺扣,如 果有缺,要补上

Indirectly: Ensuring uniforms are clean and attractive for the staff to wear and guest to view

:确保制服整洁给顾客以美感

Guest requests顾客要求

Spot checks the phone log book to ensure the quick and correct handling of guest requests Analyzes and solves any recurring problems that arise Notes, collects and actions on any guest’ preferences

Guest complaints顾客投诉

Update guest history remarks (Opera system) for any guest complain or comments, to make sure delighted service presentation upon next arrival Opera系统），以便其日后再次入住时，得到喜出望外的服务 Offers all possible assistance to guests at all times

随时随地为客人提供帮助

Budget and Forecast Preparation 预算和预测准备

预算Budget

Prepares annual budget for the Laundry Department

准备每年的洗衣部门预算

Prepares laundry revenue per occupied room figures

按照住房率指数准备洗衣房费用

Prepares laundry expenses per occupied room figures

按照住房率指数准备洗衣房费用

固定资产Capex

Prepares annual Capex for needed equipment replacements and upgrades

准备每年固定资产的更换和升级

Monthly Forecast

月预算

Prepares monthly forecasts, and maintains accurate revenue and expense figures to ensure correct forecasting

准备月/季预算，保持精确地收入和消耗保证数目准确地被预算

Cost Control 库存控制

Monitors and controls all Departmental expenses

监督控制部门开支

Prepares, check and signs all invoices and requisitions

准备、检查和签署所有的发票和申请单

Signs all Purchase Orders

签署所有采购货品

Controls use of all chemicals and supplies to limit wastage

控制化学用品和供应品的用量，降低浪费

Maintenance of Equipment 设备保养

Ensures that equipment is always in proper working condition

确保设备处于正常工作状态

Develops and oversees preventive maintenance program together with the Engineer Department

和工程部一起进行设备保养

Regularly inspects all machines and equipment

经常检查机器设备

Countersigns all work orders and inspection reports.

部署维修工作单和检查报告

Quality Control 质量控制

Ensures items are processed in accordance to Four Seasons standards and requirements

确保程序按照四季集团标准和要求

Communicates Four Seasons standards to staff

与员工交四季流集团标准

Conducts daily quality inspections of all types of finished work

指导每日工作质量检查

Rooms housework

房务部工作

F&B housework

餐饮部工作

Staff uniforms

职员制服

Guest Laundry & Valet

客人洗衣

Checks linen in guest rooms and F&B outlets

检查客房布草和餐饮布草

Ensures washing formulas are followed

确保按洗衣程序运做

Establish washing formulas

建立洗衣程序

Communicates formulas to staff

传达程序给员工

Random checks correct compliance and chemical dosages

随机检查化学品剂量的正确使用

Reviews work cycles and procedures

回顾工作周期和程序

Reviews work and service cycles to ensure correct flow of work

审视工作和服务环节，确保正确的洗衣工作

Leadership 领导能力

Sets and maintains service standards

建立并保持服务标准

Clearly describes standards

清楚地阐述标准

Constantly compares staff performance to standards

持续比较员工的表现以达到标准

Leads the team

领导员工

Practices upfront, hands on, visible leadership

实践在前，亲自动手，展示领导能力

Leads by example and by doing as well as by instructing and showing

要起到带头模范作用，给员工示范和指导

Motivates employees

激励员工

Provides positive and constant feedback and reinforcement

提供积极、持续性反馈及帮助

Listens effectively

有效的倾听

Seeks out employees concerns and offers assistance

找出员工所关心的，并提供帮助

Recognizes staff birthdays and special occasions

要记住员工的生日和一些特殊事情

Coaches, counsels & disciplines employees

传授，劝告和纪律约束

Records and notes employee actions that required follow-up

记录员工的表现

Prepares for and conducts required sessions with employees

准备和举行员工会议

Determines the sections’ priorities, sets goals and follows up

制定本班组工作重点，设立目标并积极跟进

Prepares and follows action plans

准备并跟踪相关工作计划

Orders priorities correctly

制定工作重点

Prepares daily “To Do” list

准备每日“必做”单

培训   Conducts orientation and induction for new employees Prepares for and conducts new employee orientation. Conducts skills training. Conducts employee training and re-training Continually coaches and provides training assistance to staff. Observes staff performances, notes areas that require improvement, and recommends training. Analyzes training needs

Health, Safety & Hygiene 健康，安全和卫生

Practices safe working habits Handles all equipment in a proper manner Practices accident prevention measures Reports any unsafe equipment or situations to the Service Leader Maintains the cleanliness of the Laundry Follows all daily, weekly and monthly cleaning schedules ,周和月清洁计划 Follows all procedures for opening and closing the department Follows directions of Service Leader for any special cleaning projects Maintains good personal hygiene and grooming Reports to work clean and well groomed

Hotel Culture 酒店文化

Is personally committed to Four Seasons’ culture

确保对四季文化的承诺

Communicates the Four Seasons’ culture to all staff

与员工就酒店的文化进行沟通

Knows, understands and is committed to the principles of Four Seasons culture

认知、了解热四季文化，并不遗余力地为此而努力

Is guided by the Four Seasons culture in all contact with guest and other staff ,以四季文化为指导原则

NON-ESSENTIAL FUNCTIONS 其它职责：

All information should be in confidential. Performs other duties as may be required by management from time to time. Set up good relationship with all the department of the hotel, and keep smooth working Assist Security to identify any suspect and report to Security to make sure guest’s safe. Performs all duties in a manner that is environmentally responsible: Reduces waste of supplies and paper and other materials Conserves water and electricity Recycles glass, cans and paper when possible

KNOWLEDGE AND SKILLS 任职要求：

Education 教育水平：

Complete 12 years’ school education 12年义务教育

Experience 工作经验：

Minimum 5 years’ International class Hotel working experience 5年国际品牌酒店的工作经验

Skills and Abilities 技能及能力：

Good Communications skills Being calm and patient and be of service passion. Team player. Being fair and responsible. Be passion and love working.

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