Assistant Housekeeping Manager

• 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.

• 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

• 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

• Maintains and enforces all quality and service standards and procedures for Housekeeping Services

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

• 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

• 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

• 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

• 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

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

• Clearly articulates standards for theconstant compares staff performance to standards

• Practices upfront, hands on, visible leadership
• Leads by example and by doing as well as by instructing and showing

• Provides positive and constant feedback and reinforcement

• Seeks out employees concerns and offers assistance
• Recognizes staff birthdays and special occasions

• Records and notes employee actions that required follow-up.
• Prepares for and conducts required sessions with employees

• 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

• Completes appraisal forms

• Analyze training needs from appraisals

• Conducts probation review

• Identifies & analyzes problems and develop solutions

• Records critical incidents and guest complaints

• Share problems, discuss and seeks solutions

• ling控制

• 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.

• Supervised daily room assignments

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

• 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

• Ensures proper care and use of equipment, carts and baskets

• Maintains high cleaning standards on all floors

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

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

• Checks for abuse of linen & supplies

• Coordinated the maintenance of Carpets and Upholstery

• 利润

• 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

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

• 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

• To constantly instill ownership in staff to maximize Rooms profit

• Keeps amenity, linen inventories to assist in cost projections

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

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

• Keeps accurate cost statistics

• Knows cost of all floors’ supplies and other items

• Ensure supply wastage is minimal

• Ensure floor supplies, linen are properly cared for and used

• Ensure that dept. profit goals are met or exceeded

• 沟通

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

• Maintains current and available Policy and procedure manuals for all staff

• Maintains open communication with all department and sections

• Is visible and available to the staff in floor work areas

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

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

• Oversees hotel Pest Control

• 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

• 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

• Is personally committed toFour Seasons’sculture

• Communicates the Four Seasons’s culture to all staff

• Knows, understands and iscommittedto the principles of Four Seasons culture

• 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

• 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

• College school and above

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

• 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.

Four Seasons Hotels