代蘇高新錦棠酒店管理（蘇州）有限公司旗下酒店招聘
Operations/Property Management營運/資產的管理?
1.?與運營管理團隊一起制定及引導和品牌戰(zhàn)略一致的運營戰(zhàn)略及可持續(xù)的工作流程系統(tǒng)。
Works with operation?management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution. ?Works with team to put sustainable work processes and systems in place that support the execution of the strategy.
2.?確保運營內部有效溝通（例如：班次例會，員工會議），確保部門信息/目標傳達清晰且一致。
Ensures that regular, on-going communication is happening in Operation?Department?(e.g., pre-shift briefings, staff meetings). Continually communicates a clear and consistent message regarding departmental goals to produce desired results.
3.?掌握商業(yè)成功的關鍵因素，并且保證運營負責人時刻關注極其重要的關鍵因素來追求結果；確保部門目標的統(tǒng)一性。做出正確且必要的決定以確保酒店朝著目標邁進步伐。
Identifies key drivers of business success and keeps Operations?leadership focused on the critical few to achieve results; ensures integration of departmental goals in game plans. Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
4.?確保品牌及區(qū)域業(yè)務得到實施并跟進，并和團隊保持必要的溝通。
Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
5.?研究和分析新產品，價格和競爭服務。向管理團隊建議新想法，使酒店能夠保持競爭力。
Researches and analyzes new products and pricing and services of competition. ?Introduces ideas to leadership team to enable property to remain competitive.
6.?運用報表審查內部業(yè)務及潛在業(yè)務，解決潛在沖突，增加收益及提供良好的客戶服務。
Works with direct reports to review business in house and potential business in area and troubleshoot potential challenges/conflicts; encourages calculated risk-taking to generate incremental revenue and deliver excellent guest service.
7.?識別及分析運營上會遇到的挑戰(zhàn)，提供解決方案以防止再次發(fā)生。
Identifies and analyzes operational challenges and facilitates the development of solutions to prevent reoccurrence.
8.?在所有運營區(qū)域營造良好的工作氛圍，以滿足或超越客人期望值為目標。
Creates an atmosphere in all operations areas that meets or exceeds guest expectations.
9.?研究新產品服務趨勢，向運營部門提供新想法以保持競爭力。
Researches new products, services or trends and introduces ideas to operations to enable property to remain competitive.
10.?審查人員配置以確保服務，運營需求，收入目標得到滿足。
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
11.?定期和員工及客人溝通，了解需求。
Tours building on a regular basis speaking with associates and guests to understand business needs and assess operational opportunities.
12.?與社區(qū)或當地政府一起合作，確保以能夠互利的方式解決涉外及外部各方問題。
Works with community and local officials to ensure operational issues that involve external parties can be resolved in a mutually beneficial manner.
13.?溝通和執(zhí)行部門或酒店應急程序，確保運營部門員工也能做到。
Communicates and executes departmental and hotel emergency procedures and ensures operations staff can do the same.
Guest Satisfaction 賓客滿意度?
1.?擁護品牌的產品和服務愿景，確保運營部門領導團隊的一致性。
Champions the brand’s service vision for product and service delivery and ensures alignment amongst the Operation Departments leadership teams.
2.?鼓勵員工提供優(yōu)質的服務，參加每日例會，在與客人和員工的互動中塑造品牌所需的服務。
Fosters associate commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and associates.
3.?示范和傳達對品牌目標客戶滿意度的主要驅動力，確保服務到位以達預期效果。
Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer profile; ensures core elements of the service strategy are in place to produce the desired results.
4.?與客人互動以獲得產品質量，服務水平，總體滿意度反饋，有效回應和處理客人遇到的問題及投訴。
Is highly visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction; effectively responds to and handles guest problems and complaints.
5.?觀察員工行為，提供反饋，幫助員工提高業(yè)務水平。
Observes service behaviors of associates and provides feedback to individuals and/or managers; continuously strives to improve service performance.
6.?協(xié)助/參加團隊會議，了解團隊需要，對運營團隊設定適當的期望值及傳達關鍵信息。
Facilitates/attends pre- and post-convention meetings to understand group needs, sets appropriate expectations and communicates critical information to Operations team.
7.?定期回顧客戶反饋卡，客人滿意度結果，并改進不足之處。與團隊領導一起回顧調查結果，并采取適當的糾正措施。
Reviews comment cards, guest satisfaction results and other data to identify areas of improvement. ?Reviews findings with leadership team and ensures appropriate corrective action is taken. ?
8.?分析服務問題及趨勢。幫助開發(fā)創(chuàng)造性的解決方案，以不斷提高客人滿意度。
Analyzes service issues and identifies trends. Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
9.?關注可能潛在發(fā)生的團隊問題，例如：場地沖突問題，賬單處理等，并和團隊一起提供有效的解決方案。
Focuses on service failures or potential service failures for high profile groups e.g., space conflicts, direct billing errors or denials and works with team to identify long term solutions.
10.?將客人滿意都作為站會/運營會議的重要組成部分，強調以創(chuàng)造創(chuàng)新方式不斷改進。
Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
11.?確保客戶認可程序在運營部門得到有效實施。
Ensures that a customer recognition program is in effect throughout operations department areas.
Human Resources 人力資源
1.?聘用能夠有專長，有創(chuàng)造力及領導力，能滿足運營業(yè)務需求的管理團隊成員。
Hires operations management team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation.
2.?確保對所屬部門制定定向培訓計劃，員工接受相對應的入職培訓以幫助今后工作的完成。確保參加部門交叉培訓的員工能支持部門日常工作。
Ensure the development of targeted training plan for the department and associates receive the appropriate new hire training to successfully perform their job. ?Ensures managers cross-train associates to support successful daily operations.
3.?針對運營部門經理及員工，根據個人長處，發(fā)展需求，職業(yè)抱負及能力，制定適當的培養(yǎng)計劃。
Creates appropriate development plans and develops team members based on their individual strengths, development needs, career aspirations and abilities. ?Ensures the same is done for all managers in the Rooms and Food and Beverage operations departments.
4.?參與管理者候選人的甄選程序。
Participates in the Management Candidacy Review Board Process.
5.?利用績效評審程序，設定目標，并要求員工對業(yè)績負責。通過具體的反饋帶領團隊提升。根據操作標準，進行年度績效考核。
Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance; coaches team by providing specific feedback to improve performance. ?Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
6.?確保服務技巧和領導力培訓貫穿于所有運營部門以支持每日的日常運作。
Ensures service, technical skills and leadership training occurs throughout the rooms areas to support successful daily operations.
7.?在運營部門中，建立并保持開放式的協(xié)作關系。
Establishes and maintains open, collaborative relationships with direct reports and entire operations team; ensures direct reports do the same for their team.
8.?積極收集員工反饋，根據員工滿意度結果找出并解決相關問題或員工疑慮。確保員工的得到公平公正的對待，必要時需要人力資源部提出問題。
Actively solicits associate feedback, reviews associate satisfaction results to identify and address associate problems or concerns. ?Ensures associates are treated fairly and equitably, brings issues to the attention of Human Resources as necessary.
9.?確保頂起進行運營部門有對進行日常運營，設立期望值及創(chuàng)造業(yè)務目標進行溝通。
Ensures that regular on-going communication takes place in rooms areas to communicate daily operations activities, set expectations and create awareness of business objectives.
10.?慶祝并公開表揚團隊成員的貢獻。
Celebrates successes and publicly recognizes the contributions of team members; ensures recognition is taking place across all rooms operational areas.
11.?確保酒店政策得到公平和統(tǒng)一的管理，按照操作標準完成部門程序及文件，并支持同行審查。
Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
Sales and Revenue Management 銷售和收益管理
1.?提供總體銷售策略，并確保與品牌的業(yè)務戰(zhàn)略，定價，酒店定位在市場上的一致性。
Provides input & supports overall sales strategy; ensures alignment with the brand business strategy and proper pricing and positioning of the property in the market.
2.?提供有洞察力的建議。
Provides recommendations to meet yield and penetration objectives.
3.?平衡銷售目標和餐飲運作能力。
Balances sales goals and commitments and F&B operations ability to deliver against them.
4.?參加收益管理會議，根據散客占比和團隊收入提供價格建議。預防問題發(fā)生并積極采取行動解決問題。
Attends the Revenue Management meeting, evaluates mix of transient and group revenue and provides pricing recommendations, anticipates problem dates and proactively takes action to resolve problems.
5.?確保運營團隊有積極進取的銷售目而制定的銷售策略，并激勵團隊每個人去實現目標，優(yōu)化目標。
Ensures operations team has a sales strategy with aggressive sales goals and motivates individuals to achieve these goals and maximize performance.
6.?參加月度的預算會議，預測長期的規(guī)劃需求。
Attend monthly projection meeting to anticipate long-term planning needs.
7.?定期與酒店會議策劃者進行溝通，評估運營部門操作是否能達到服務標準并提供反饋給各運營部門。
Communicates regularly with meeting planners on property, evaluates if operations is meeting service needs and provides feedback to operations team.
8.?參加會議策劃者的訪問或視察。
Participates in meeting planner site visits or inspections and prepares operations team for the same.
9.?通過參加地方性活動或贊助活動來發(fā)展并強大社區(qū)和公共關系。
Develops strong community and public relations by participating in local events or sponsoring activities that showcase the property.?
Financial Management?財務管理
1.?審查財務報表，根據預算確定運營績效。確定需關注的區(qū)域，并制定改善部門財務狀況的方法。在運營部門領導成本控制工作，必要時可組織重組。
Reviews reports and financial statements to determine operations performance against budget. Works with direct reports to determine areas of concern and establish ways to improve the departments’ financial performance. Leads cost containment efforts within operations including organizational restructuring when necessary.
2.?指導和支持團隊有效管理入住率，價格，工資和可控費用。在不損害客人入住體驗及員工滿意度情況下保持利潤。
Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses. ?Focuses on maintaining profit margins without compromising guest or associate satisfaction.
3.?推陳出新，支持必要的改革，以創(chuàng)造增加利潤和創(chuàng)造價值的機會。
Identifies opportunities to increase profits and create value by challenging existing processes, encouraging innovation and driving necessary change.
4.?審查工資進度報表，將預算工資和實際工資進行比較，處理問題領域并對結果負責。
Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaches direct reports to address problem areas and holds team accountable for results.
5.?進行比較分析，收集最佳做法，并指導運營團隊建立新的流程或改進現有流程從而優(yōu)化工作效率。
Conducts comparative analysis, gathers best practices and directs operations team to either establish new processes and/or improve existing processes to yield greater productivity e.g., group check-in process.
6.?談判零售商，服務供應商合同，根據操作標準，使酒店利益最大化。
Negotiates contracts with retailers, service vendors and other contractors to obtain agreements that are beneficial for the property in accordance with SOPs.
能力要求：
Specifications:
1.?豐富的餐飲或房務等運營部門的管理經驗及知識和技能。
Strong F&B and Conference & Banqueting operations knowledge and skills.
2.?豐富的領導和人員管理技能，附加培訓技能。
Strong leadership and people management skills, added with good training skills.
3.?以客戶為導向，并能夠自信地建立和超過服務標準。
Guest oriented and able to confidently build and exceed the service standards.
4.?精通服務接待，成本控制，商務談判和財務等方面的知識。
Proficient in service reception, cost control, business negotiation and financial knowledge.
5.?豐富的人際處理能力并關注細節(jié)。
Strong interpersonal skills and attention to detail.
6.?具有很強的問題解決能力，必要時鼓勵新的解決方法
Strong problem-solving skills; encourages new innovative solutions when appropriate
7.?擁有很好的英文溝通能力(口語和書寫)。
Good command in English (verbal & written).
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