營(yíng)運(yùn)管理
Operation
§? 組織每天所在班次的例會(huì)，宣布每天的住房率、到店客人、離店客人、會(huì)議宴會(huì)以及需要特別注意之處。
Conducts daily pre-shift briefings to associates on room occupancy, arrival and departures, functions/ event and special attention that is needed.
§? 在日常運(yùn)營(yíng)中與客房部及其他各部門保持緊密的聯(lián)系。
Liaises with Housekeeping and other related departments on daily operations.
§? 禮貌并高效的處理客人的要求及投訴，需要時(shí)要向前廳部經(jīng)理匯報(bào)，并且確保及時(shí)跟進(jìn)。
Handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to Front Office Manager for necessary action and assure follow up with guests.
§? 與客人建立并保持良好的賓客關(guān)系。
Establishes a rapport with guests, maintaining good customer relationship.
§? 確保收銀程序能按照嚴(yán)格的標(biāo)準(zhǔn)執(zhí)行，確保每一個(gè)程序符合酒店內(nèi)部及財(cái)務(wù)部所制定的政策及程序要求。
Ensures that the cashiering procedures are strictly adhered to and that all floats are used appropriately in accordance to Policies & Procedures set by the Hotel and personnel with access to floats comply with internal Policies & Procedures established by Finance.
§? 協(xié)調(diào)好各種修葺及維護(hù)工作以確保酒店財(cái)產(chǎn)的正常維護(hù)。
Coordinates all Repair and Maintenance and issues repair and maintenance job orders to ensure proper maintenance.
§? 在團(tuán)隊(duì)的接待工作中發(fā)揮主動(dòng)性及創(chuàng)造性，協(xié)調(diào)好與銷售部、餐飲部及其他部門之間的合作。
To exercise initiative and resourcefulness in all aspects of group handling and to co-ordinate and co-operate with Sales, F&B and other departments in all arrangements.
§? 積極地宣傳并為酒店獲取業(yè)務(wù)，如：會(huì)議宴會(huì)、促銷、餐廳和其他業(yè)務(wù)。
To promote and secure business for our hotel, special events, promotions, Outlets and other business.
§? 向員工灌輸時(shí)刻保持主人翁精神，把握每次對(duì)客的銷售機(jī)會(huì)，并在傳授的過(guò)程中身體力行。
To exemplify and instil upon the associate entrepreneurship/ ownership and a sales attitude to maintain awareness of all sales opportunities within the Hotel.
§? 確保每一個(gè)員工能時(shí)刻掌握本酒店及各其他姐妹酒店的實(shí)事動(dòng)態(tài)、服務(wù)/促銷和設(shè)施，以實(shí)現(xiàn)交叉銷售。
To ensure that all staff is constantly updated on accurate information about the Hotel and all sister properties, their services/ promotions and facilities in order to cross sell.
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薪資及生產(chǎn)力管理
Payroll & Productivity Management
§? 通過(guò)在整個(gè)部門內(nèi)建立靈活的員工編制，實(shí)施高效的薪資管理/資源分配。這將依據(jù)一個(gè)靈活的員工基數(shù)（全職員工和臨時(shí)工）、多技能及多任務(wù)的原則。
Exercises efficient Payroll Management/ Resources allocation through the establishment of a flexible workforce throughout the Department. This will be based on the principles of a flexible associate base (Full Time & Part Time associates), multi-skilling and multi-tasking.
§? 指導(dǎo)下屬確保生產(chǎn)力水平滿足凱悅設(shè)計(jì)標(biāo)準(zhǔn)和凱悅酒店集團(tuán)餐飲部營(yíng)運(yùn)手冊(cè)的要求。
Directs subordinates to ensure productivity meets the Hyatt Hotels Corporation Rooms Operations Manual requirement.
§? 關(guān)注改進(jìn)生產(chǎn)力水平及在可接受的指引下謹(jǐn)慎管理用品/薪資，確保所有設(shè)備的優(yōu)化部署和高效能。
Focuses attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines, ensuring optimum deployment and energy efficiency of all equipment.
§? 通過(guò)“靈活處理工作”（適當(dāng)情況下）和簡(jiǎn)化工作流程，來(lái)回顧和不斷探索所有員工的生產(chǎn)力水平改善。
Reviews and constantly seeks productivity level improvements of all associates through the process of “taking work out of the system” (when appropriate) and through streamlining of work process.
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人員管理
People Management
§? 協(xié)助錄用、挑選并發(fā)展前廳部員工，引導(dǎo)他們?cè)诠ぷ髦凶裱?jīng)營(yíng)、財(cái)務(wù)及行政管理的理念，確保員工掌握多項(xiàng)技能并承擔(dān)多項(xiàng)工作。
Assists with the recruitment, selection, motivation and development of Front Office associates to work following the operational, financial, administrative philosophies and willing to become multi skilled and perform multi tasks.
§? 通過(guò)參與管理，根據(jù)酒店制度和程序以及相關(guān)適用法律，對(duì)所有前廳部員工進(jìn)行緊密督導(dǎo)。
Through hands-on management, supervises closely all Front Office associates in the performance of their duties in accordance with Policies & Procedures and applicable laws.
§? 給具備能力和資源的員工委派適當(dāng)?shù)墓ぷ骱拓?zé)任，在培養(yǎng)和發(fā)展員工的同時(shí)確保營(yíng)運(yùn)標(biāo)準(zhǔn)和安全。
Delegates appropriately duties and responsibilities to equipped and resourceful associates, nurturing and developing them whilst ensuring standards of operation and safety are maintained.
§? 擁護(hù)和支持酒店的培訓(xùn)精神和以人為本的管理哲學(xué)，并和進(jìn)修及培訓(xùn)發(fā)展部經(jīng)理密切合作培養(yǎng)和發(fā)展部門培訓(xùn)員。
Instils and supports the Training initiatives and philosophies of the company and works closely with the Learning and Development Manager and takes active role in the training and development of associates.
§? 發(fā)展及協(xié)助針對(duì)提高技能和知識(shí)的培訓(xùn)活動(dòng)。
Develops and assists with training activities focused on improving skills and knowledge.
§? 確保員工完全理解酒店的規(guī)章制度并遵照?qǐng)?zhí)行。
Ensures associates have a complete understanding of Rules & Regulations, and that behaviour complies.
§? 確保所有員工對(duì)酒店產(chǎn)品知識(shí)、當(dāng)前推廣、政策改變的最新了解及保持高效的內(nèi)部溝通。
Ensures all associates maintain an up-to-date awareness of hotel product knowledge, current promotion, policy changes and appropriate internal communication.
§? 監(jiān)督員工士氣并提供工作表現(xiàn)及發(fā)展的反饋。
Monitors associate morale and provides mechanism for performance feedback and development.
§? 將指導(dǎo)原則及核心價(jià)值有效地傳達(dá)給所有層級(jí)的員工。
Effectively communicates guiding principles and core values to all levels of associates.
§? 確保每一個(gè)員工時(shí)刻保持并履行高度保護(hù)客人隱私的意識(shí)。
Ensures all associates practice the utmost protection of guests’ privacy and confidentiality.
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總則
General?
§? 確保部門的服務(wù)一貫按照部門營(yíng)運(yùn)手冊(cè)的標(biāo)準(zhǔn)，高效、一致和禮貌的完成。
Ensures services provided by the Front Office associates are always available and are always carried out to define Standard with the utmost efficiency, consistency and courtesy as detailed in the Departmental Operations Manual.
§? 按要求出席所有會(huì)議并作出貢獻(xiàn)。
Attends and contributes to all Meetings as required.
§? 確保所有員工始終提供禮貌和專業(yè)的服務(wù)。
Ensures all associates provide courteous and professional service at all times.
§? 禮貌而高效的處理客人和員工詢問(wèn)，對(duì)不能立即解決的投訴和問(wèn)題進(jìn)行匯報(bào)。
Handles guest and associate enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found.
§? 需要時(shí)，進(jìn)行房間及現(xiàn)場(chǎng)視察。
Conducts room and site inspections as requested.
§? 確保所有的設(shè)備都能夠正常運(yùn)行并定期的維修保養(yǎng)。
Ensures all equipment are in good working condition and are duly serviced/ maintained.
§? 檢查并跟進(jìn)公共區(qū)域、客用電梯、客用樓層、公共衛(wèi)生間等區(qū)域的正常工作。
Checks and follows up on the working order of the public areas, guest elevators, guest floors, public toilets, etc.
§? 同前廳部經(jīng)理和前廳部副經(jīng)理合作，協(xié)助處理客人投訴。
Liaises with the Front Office Manager/Assistant Front Office Manager on any guest related issues and complaints.
§? 根據(jù)酒店緊急事件手冊(cè)，處理所有緊急事件。
Handles all emergencies as laid down in the Hotel’s Emergency Manual.
§? 協(xié)助維護(hù)客人和酒店財(cái)產(chǎn)的高度安全。
Assists in maintaining a high level of safety and security for guests and hotel property.
§? 同客房部和工程部緊密合作，以確保酒店的公共區(qū)域始終保持干凈整潔。
Works closely with Housekeeping and Engineering departments to ensure the Hotel’s public areas are impeccably clean, tidy and will-maintained at all times.
§? 需要時(shí)，隨時(shí)為其他部門或餐廳提供幫助。
To operationally assist any department or outlet in need of help.
§? 匯報(bào)和記錄所有客人/員工事故并及時(shí)跟進(jìn)。
Reports all guest/associate incidents and follows up with necessary actions.
§? 了解關(guān)于員工及行業(yè)關(guān)系的法律、法規(guī)，理解并嚴(yán)格遵守員工手冊(cè)中的規(guī)章制度，及酒店關(guān)于防火、衛(wèi)生、健康和安全的制度。
Is knowledgeable in statutory legislation in associate and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Associate Handbook and the Hotel’s policies concerning fire, hygiene and health & safety.
§? 積極參與員工福利、安全、發(fā)展及健康的活動(dòng)，并給予建議、咨詢和真實(shí)、恰當(dāng)?shù)姆答仭?Is actively involved in the welfare, safety, development and well-being of associates providing advice, counselling and truthful, diplomatic feedback.
§? 確保高標(biāo)準(zhǔn)的個(gè)人形象和儀容儀表。
Ensures high standards of personal presentation & grooming.
§? 與客人和同事保持基于良好工作關(guān)系的接觸。
Maintains positive guest and colleague interactions with good working relationships.
§? 始終展現(xiàn)負(fù)責(zé)的管理和行為，并以積極的形象代表酒店管理團(tuán)隊(duì)和凱悅酒店集團(tuán)。
Exercises responsible management and behaviour at all times and positively representing the Hotel Management Team and Hyatt Hotels Corporation.
§? 根據(jù)酒店、行業(yè)和公司的指引，回應(yīng)需求、改變，執(zhí)行任何合理的任務(wù)及額外職責(zé)。
Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.
§? 能應(yīng)對(duì)工作職責(zé)的變化。為了滿足營(yíng)業(yè)及客戶服務(wù)需求，也許會(huì)有工作職責(zé)的變動(dòng)，包括調(diào)任至其他部門/地區(qū)。
To be flexible in your job function and perform any other reasonable duties and responsibilities which may be assigned to you, including redeployment to other departments/areas if required, in order to meet business demands and guest service needs.
§? 酒店依靠員工的靈活性以保證已達(dá)到的高標(biāo)準(zhǔn)的持續(xù)性。因此，此份工作職責(zé)僅作為最常用的工作職責(zé)的指南，如有需要，可進(jìn)行修改和調(diào)整。
The Hotel relies upon the flexibility of its associates to ensure the continuity of the high standards currently being achieved.? As such, this job description is only intended to be a guide to the most regularly performed duties and is subject to amendment and change as may be considered necessary from time to time.
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其它方面
Other Comments
§? 職位屬“副理”級(jí)并享有相應(yīng)的福利。
Position is ranked as “Assistant Manager” with related benefits provided.
立即溝通
