Assistant Housekeeping 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：

Assist Director of Housekeeping in directing and maintaining the Public Area in accordance with the policies, standards and guidelines established by Four Seasons Hotels and Resorts and the hotel. And with the planning, organization and supervision of the cleaning and maintenance of the floors. Specific responsibilities include guest rooms, corridors, pantries, floor service area and fire escape stairs.

General/Technical Knowledge 综合技术知识

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

全面贯彻执行客房部工作质量、服务标准及政策程序

 Room standard客房标准

Spot checks rooms for standard placement of all amenities Spot checks guest rooms for the correct functioning of all equipment and facilities

抽查客房，确保客房设备、设施功能完好

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 Ensures staff are trained to understand and compete all common requests Notes, collects and actions on any guest’ preferences Practices visible management,including daily interaction and courtesycalls with guests

实现可视管理包括每日与客人沟通和礼仪电话

Guest complaints顾客投诉

Ensures that all guest complaints are handled efficiently and politely Analyzes cause for complaint and take action to minimize any reoccurrence 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

Training 培训

Prepares and oversees all new employee induction and training Prepares annual training plan Oversees implementation of training Program according to plan Keeps training records up to date

保持培训记录

Job knowledge & practical skills Training工作知识和工作技巧的培训

Prepares and uses department SOP’s Identifies and prepares section trainers Personally conducts training as required and on a regular basis Ensure the sections’ staff are well trained and able to fulfill all duties required of them

确保所属班组员工得到良好的培训，满足不同岗位的要求

Analyzes training needs分析培训需求

Lists training needs on an on-going basis base on Guest Comment Cards, observations and performance appraisals

根据顾客意见卡和对员工工作表现的观察及评估，列出所需要的培训

Leadership 领导能力

Sets and maintains service standards建立并保持服务标准

Clearly articulates standards for theconstant compares staff performance to standards

根据标准比较员工的表现

Leads the team 领导员工

Practices upfront, hands on, visible leadership 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 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，劝告和记录约束

Records and notes employee actions that required follow-up. 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 Orders priorities correctly Prepares daily “To Do” list “必做”单 Prepares shift rosters and monitors attendance records Prepares attendance records Maintains accurate absent and sick leave records

确保缺勤和病假记录的准确

Conducts performance appraisals监督表现评估

Completes appraisal forms

完成评估表格

Analyze training needs from appraisals

根据评估分析培训需要

Conducts probation review

试用期观察

Identifies & analyzes problems and develop solutions

发现问题，分析问题和解决问题

Records critical incidents and guest complaints

记录重要事例和客人投诉

Share problems, discuss and seeks solutions

共同商讨问题，寻求解决办法

ling 控制

Supervises inventories监督盘点

Controls all equipment and supplies received, issued and returned Maintains par stock at all times Supervised the standard of work of Contractors when applicable Ensures regular preventive maintenance and general cleaning are carried out in the rooms and corridors.

确保针对客房及楼层走廊的定期预防性维修保养及大清洁得以全面落实

Supervised daily room assignments

检查每日预计抵达客人房间的安排

Inspects all VIP rooms, guest floors, floor pantries and other areas daily

每日检查所有贵宾房间、客用楼层、楼层服务间及相关其它区域

Conducts checks指导检查

Coordinates with the Contractor for the replenishment of live plants ensuring inventories are kept Schedules for the carpet/floor maintenance Take inventories of equipment, cleaning supplies and plants on term Performs quality check in Public Area, Heart of House and other facilities daily Ensures that all preventive maintenance and general cleaning programs and schedules are in place and executed accordingly Maintains accurate record of all cleaning equipment and machinery

准确记录清洁设备和机器

Ensures proper care and use of equipment, carts and baskets

确保机器设备、清洁车、工作篮的正确使用

Maintains high cleaning standards on all floors

确保所有楼层的高标准清洁、维护

Checks on maintaining proper par stocks for linen, cleaning and guest room supplies

检查并确保布草、清洁用品、客用品的正确备量

Carries out monthly checks on inventories with regards to linen and guest supplies

执行布草及客房备品的月度盘点

Checks for abuse of linen & supplies

核查滥用的布草和客用品

Coordinated the maintenance of Carpets and Upholstery

协调地毯及客房内布艺装潢的维修保养

利润

Supplies备品

Ensure supplies are ordered as per usage factor and projected occupancies To constantly instill ownership in staff to maximize Rooms profit Keeps amenity, linen of Public Area inventories to assist in cost projections

Understands and is able to analyze the Dept. P&L理解且能够分析部门的损益

Makes projections based on occupancy,trends, and cost statistics Keeps accurate cost statistics Knows cost of all floors’ supplies and other items

Practices cost containment成本控制

Ensure supply wastage is minimal Ensure Public Area supplies, linen are properly cared for and used Ensure that dept. profit goals are met or exceeded Practices sound fiscal management of all dept expenses Ensure supplies are ordered as per usage factor and projected occupancies

确保楼层备品按实际用量及预测出租率出库

To constantly instill ownership in staff to maximize Rooms profit

不遗余力地发挥主人翁意识，带领所有员工争取客房最大利润

Keeps amenity, linen inventories to assist in cost projections

确保客用品、布草的盘点，协助成本调控

Understands and is able to analyze the Dept. P&L

理解且能够分析部门的损益

Makes projections based on occupancy,trends, and cost statistics.

根据住房率和成本分析制定目标

Keeps accurate cost statistics

保持精确地成本分析

Knows cost of all floors’ supplies and other items

了解楼层客用品和其它备品的成本

Ensure supply wastage is minimal

将客用品的浪费率降到最低

Ensure floor supplies, linen are properly cared for and used

确保客用备品、布草的合理使用

Ensure that dept. profit goals are met or exceeded

确保达到或超出部门收益目标

沟通

Maintains open communication with staff与部门员工保持坦诚相见的沟通

Regularly meets and discusses with staff for Hotel, departmental and sections’ issues

定期与员工开会，探讨酒店、部门及班组的相关事宜

Maintains current and available Policy and procedure manuals for all staff

确保为员工提供切实可行的政策和程序

Maintains open communication with all department and sections

保证与各部门、班组坦诚沟通

Is visible and available to the staff in floor work areas

巡视楼层员工工作区域

Ensures communication with Div/ Dept. and Section Heads is open and productive

确保与各部门、班组负责人之间的沟通坦诚，高效

Health, Safety & Hygiene 健康，安全和卫生

Ensures safe working habits确保安全的工作习惯

Sets safety standards Nurtures accident prevention culture Analyzes any accidents Checks for the proper usage of all chemicals and equipment Ensure maintenance and repair of all equipments Regular checks machinery operation, cords and plugs, etc Ensures correct storage of chemicals Regularly checks the storage of all chemicals for correct storage

Ensures cleanliness & hygiene standards确保清洁卫生标准

Ensures that all established hygiene procedures and rules are strictly adhered to

确保建立严格的卫生程序和制度,并严格执行

Oversees hotel Pest Control

监督酒店虫害控制

Emergency紧急处理

Ensures hotel emergency are clearly understood and all staff fully trained to handle emergency situations Monitors grooming and appearancestandards of employee Sets and communicates grooming standards to staff

Cleaning Standards 清洁标准

Maintains hotel wide cleaning standardsthrough quality control inspections

通过质量控制检查来保持酒店范围的清洁标准

Inspects a daily quota of Public Area Immediately actions any problem Prepares and initiates re- training programs for recurrent problem Maintains hotel wide cleaning standards through quality control inspections Inspects a daily quota of guest rooms Immediately actions any problem Prepares and initiates re-training programs for recurrent problem

Hotel Culture 酒店文化

Is personally committed toFour Seasons’sculture

确保对四季文化的承诺

Communicates the Four Seasons’s culture to all staff

与员工就酒店的文化进行沟通

Knows, understands and iscommittedto 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

KNOWLEDGE AND SKILLS 任职要求：

Education 教育水平：

College school and above

大学及以上学历

Experience 工作经验：

Minimum 3 years International class Hotel working experience 3年国际品牌酒店的工作经验

Skills and Abilities 技能及能力：

Ability to read, write and speak English. Good Communications skills and Computer 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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