This standard specifies the responsibility, authority, work content, requirements and assessment of the room supervisor of the room service department.

This standard applies to the scope of work of the room supervisor in the room service department.

2 Responsibility and power

Assist the housekeeping manager to check and control the daily work of the guest room, and supervise the staff to provide efficient and high-quality services to the guests.

3 Work content and requirements

1. Accept superior leadership:

(1) Attend the meeting organized by the hotel;

(two) report on the work of the department;

(3) Complete other tasks assigned by superiors;

(4) Accept the inspection and evaluation by superiors.

2. Internal management of the department:

(1) Organize to formulate and repair the job descriptions, working procedures and standards, and various management rules and regulations of this department;

(2) formulate departmental work plans;

(3) Preside over the daily work meeting of the department;

(4) Organize departmental special meetings and monthly summary meetings;

(5) Summarize the inspection and punishment of various functional departments of the hotel every month, analyze the reasons and implement the solutions;

(6) Statements, explanations and reports of the audit department. ;

(7) Complete the rounds specified by the hotel;

(8) Material management;

(9) cost control;

(10) Sign a target responsibility letter with each supervisor to implement the department's target responsibility;

(1 1) Review the plan of the supervisor and supervise its implementation;

(12) Training supervisors to improve their professional and management abilities;

(13) Supervise and inspect the work quality of the supervisor and make an evaluation;

(14) Organize the training and study of department personnel as planned;

(15) directly supervise the service attitude and work quality of department employees;

(16) dispatch relevant personnel according to business conditions;

(17) Organize, report and implement departmental rationalization proposals;

(18) presided over the internal communication meeting of the department;

(19) Handling problems reported by subordinates;

(20) Organizing the evaluation activities of the department;

(2 1) Organize departmental innovation activities;

(22) handling emergencies.

3. Cooperation with other departments:

(1) Cooperate with the room sales of the marketing department and the front office;

(2) Cooperate with Front Office Department, Marketing Department and General Manager's Office to arrange major activities and receive distinguished guests;

(3) Cooperate with the Front Office Department and the Marketing Department to implement the opinions and suggestions put forward by the guests;

(4) Cooperate with the general affairs department to ensure the quality and turnover of linen washing in this department;

(5) Cooperate with the General Affairs Department to do a good job in caring for employees' lives;

(6) Cooperate with the engineering department to maintain the guest room;

(7) Feedback the special information of residents in this department to relevant departments in time, so as to provide tracking services;

(8) Assist the security department in safety prevention and follow-up work;

(9) Cooperate with the Human Resources Department to do a good job in personnel training;

(10) Cooperate with the corporate culture department to implement corporate culture learning in this department;

(1 1) Coordinate and handle disputes between departments;

(12) Cooperate with the quality inspection of the Quality Management Department and the Audit Department;

(13) Coordinate other work requirements put forward by external departments to Housekeeping Department.

4. Customer service management:

(1) Grasp the reservation situation and the customer situation of the day;

(2) Responsible for the sending-off of VIPs and important group meetings;

(3) Supervise the accommodation reception of vip guests to ensure the provision of high-quality personalized services;

(4) inspect and supervise vip and long private rooms every day;

(5) Visit the guests in the long private room regularly;

(6) Respond to the comments and suggestions put forward by the guests in time;

(7) Disposal of valuables left by guests;

(8) Handling complaints from guests to the department;

(9) Handling other emergencies involving guests.

5. Self-management:

(1) Make personal annual and monthly study plans according to the requirements of the hotel and submit them to the department manager for approval;

(2) Participate in relevant training organized by the hotel according to the plan and actual work needs;

(3) Take relevant qualification examinations;

(4) To achieve personal goals of "innovation", "doing things with heart" and "doing one practical thing for employees every day";

(5) Listen to the opinions of all parties and implement them one by one;

(6) Self-summary on a regular basis, summarizing the deficiencies in management.