營運管理
Operational
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§? 確保部門的服務(wù)始終按照部門營運手冊的標(biāo)準(zhǔn)，高效、一致和禮貌的完成。
Ensures that allservices offered to guests are always available and carried out with efficiencyand courtesy in accordance with guidelines established and documented in theDepartmental Operations Manual.
§? 同銷售部緊密合作，確保銷售的最大化以達(dá)到房間收入的最大化。
Liaises closely withSales and Marketing Department, ensuring the proper market mix and achievingmaximum room revenue.
§? 根據(jù)客人認(rèn)知計劃，會面和迎接常住店客人和VIP客人。
Meets and welcomesregular and VIP guests in line with the Hotel’s Guest Recognition Programme.
§? 同部門負(fù)責(zé)人緊密合作，確保準(zhǔn)確及時的處理來店團隊、VIP客人和散客。
Liaises closely withall Department Heads to ensure accurate and prompt handling of incoming groups,VIPs and FIT guests.
§? 通知總經(jīng)理房間銷售情況和預(yù)訂情況。
Advises GeneralManager on room sales progress and status of bookings.
§? 定期對酒店區(qū)域進行檢查以確保干凈整潔和住店客人的舒適，并檢查房間和公共區(qū)域確保提供符合標(biāo)準(zhǔn)的裝飾和用品。
Periodicallyinspects all hotel areas and building premises to ensure cleanliness andcomfort for hotel guests is maintained and that all standards of amenities andtouches are provided in rooms and public areas.
§? 協(xié)調(diào)開展各項能夠滿足客人要求的活動。
Coordinates allactivities related to the achievement of guest satisfaction.
§? 定期監(jiān)控和分析競爭酒店的商業(yè)活動和趨勢。
Monitors andanalyses the activities and business trends of competitor hotels on a regularbasis.
§? 同旅行社、當(dāng)?shù)毓竞秃娇展颈３至己玫暮献麝P(guān)系。
Maintains a closerelationship with travel agencies, local business groups and airlines.
§? 計劃和實行有效的促銷活動，通過有效的價格管理確保房間收入最大化。
Plans and implementseffective upselling activities to ensure maximum room revenue through effectiverate management.
§? 使常住店客人和潛在客戶滿意。
Entertains frequent and potentialcustomers.
行政
Administration
§? 建立完善并且維護部門營運手冊，部門營運手冊應(yīng)當(dāng)反映出酒店政策和程序以及工作過程和標(biāo)準(zhǔn)。確保每年進行回顧，反映出改變。
Develops andmaintains a detailed Department Operations Manual that reflects Policies &Procedures, work processes and standards of performance within the Division.Ensures annual review to accurately reflect any changes.
§? 負(fù)責(zé)部門行政管理的有效運行，保存酒店的所有記錄和表格。
Responsible for thesmooth function of the Division’s administration, maintaining all hotel recordsand forms.
§? 確保客人資料的存檔并隨時保持更新。
Ensures guesthistory files are maintained and kept up-to-date at all times.
§? 確保客戶認(rèn)知項目的不斷更新。
Ensures the ongoingmaintenance of the Guest Recognition Programme.
§? 協(xié)助準(zhǔn)備年度商業(yè)計劃，確保部門目標(biāo)充分體現(xiàn)酒店目標(biāo)并滿足員工需要。
Responsible forpreparing the annual Rooms Business Plan, ensuring Divisional Objectives fullyaddress business objectives of the Hotel and needs of associates.
§? 與總經(jīng)理和財務(wù)部總監(jiān)密切合作準(zhǔn)備和定期更新房務(wù)部預(yù)算，確保達(dá)到預(yù)算目標(biāo)并且有效的控制成本。
Prepares andregularly updates Rooms Departmental Budget in close cooperation with theGeneral Manager and Director of Finance, ensuring targets are met and costs areeffectively controlled.
§? 負(fù)責(zé)確保所有的公司、地區(qū)、酒店和政府的報告都精確的編輯并存檔，以及及時的上交。
Responsible forensuring that all Corporate, Regional, Hotel and Governmental reports arecompiled accurately and submitted in a timely manner.
薪資和生產(chǎn)力管理
Payroll & ProductivityManagement
§? 通過在整個部門內(nèi)建立靈活的員工編制，實施高效的薪資管理/資源分配。 這將依據(jù)一個靈活的員工基數(shù)（全職員工和臨時工）、多技能及多任務(wù)的原則。
Exercises efficientPayroll Management/ Resources allocation through the establishment of aflexible workforce throughout the Room Division. This will be based on theprinciples 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)計標(biāo)準(zhǔn)和凱悅酒店集團房務(wù)部運營手冊的要求。
Directs subordinatesto ensure productivity meets standards given in accordance with Hyatt DesignStandards & Criteria and the Hyatt Hotels Corporation Rooms OperationsManual.
§? 關(guān)注改進生產(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 onimproving productivity levels and the need to prudently manage utility/ payrollcosts within acceptable guidelines, ensuring optimum deployment and energyefficiency of all equipment.
§? 確保新技術(shù)和新設(shè)備的使用，“靈活處理工作”的同時提高生產(chǎn)力。
Ensures newtechnology & equipment are embraced, improving productivity whilst takingwork out of the system.
§? 審查和批準(zhǔn)所有票據(jù)及包括房間設(shè)備和用品的訂購要求。
Reviews and approvesall invoices and Purchase Requests involving Rooms equipment and supplies.
人員管理
People Management
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§? 錄用、挑選并發(fā)展房務(wù)部員工，引導(dǎo)他們在工作中遵循經(jīng)營、財務(wù)及行政管理的理念，確保員工掌握多項技能并承擔(dān)多項工作。
Recruits, selectsand develops Rooms associates to work following the operational, financial,administrative philosophies and willing to become multi skilled and performmulti tasks.
§? 通過參與管理，根據(jù)酒店制度和程序以及相關(guān)適用法律，對所有房務(wù)部員工進行緊密督導(dǎo)。
Through hands-onmanagement, supervises closely all Rooms associates in the performance of theirduties 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)展員工的同時確保營運標(biāo)準(zhǔn)和安全。
Delegatesappropriately duties and responsibilities to equipped and resourceful associates,nurturing and developing them whilst ensuring standards of operation and safetyare maintained.
§? 擁護和支持酒店的培訓(xùn)精神和以人為本的管理哲學(xué)，并和培訓(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 the Traininginitiatives and philosophies of the company and works closely with the LearningManager in developing Departmental Trainers.
§? 確保所有經(jīng)理和領(lǐng)班在員工的培訓(xùn)和發(fā)展中發(fā)揮積極的作用。
Ensuring that allManagers and Team Leaders take an active role in the training and developmentof associates.
§? 發(fā)展及協(xié)助針對提高技能和知識的培訓(xùn)活動。
Develops and assistswith training activities focused on improving skills and knowledge.
§? 確保員工完全理解酒店的規(guī)章制度并遵照執(zhí)行。
Ensures associateshave a complete understanding of Rules & Regulations, and that behaviourcomplies.
§? 監(jiān)督員工士氣并提供工作表現(xiàn)及發(fā)展的反饋。
Monitors associatemorale and provides mechanism for performance feedback and development.
§? 進行員工年度表現(xiàn)發(fā)展評估，提供真實和準(zhǔn)確的回饋。
Conducts annualPerformance Development, providing honest and appropriate feedback.
§? 將指導(dǎo)原則及核心價值有效地傳達(dá)給所有層級的員工。
Effectivelycommunicates guiding principles and core values to all levels of associates.
總則
General
§? 在酒店行政委員會代表房務(wù)部，確保房務(wù)部高效經(jīng)濟地運營，并在需要時為其他部門提供服務(wù)及支持，確保設(shè)備、樓層和地面得到適當(dāng)維護。
Represents Rooms onthe Hotel Executive Committee ensures the efficient & economic operation ofthe Rooms Division, providing services and support to other divisions asrequired, maintaining equipment, buildings and grounds in optimum condition.
§? 主持部門會議并確保會議有計劃、高效并以結(jié)果為導(dǎo)向。
Conducts weeklyRooms meetings, ensuring all meetings are well planned, efficient and resultsoriented.
§? 按要求出席所有會議并作出貢獻。
Attends andcontributes 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 associatesprovide courteous and professional service at all times.
§? 禮貌而高效的處理客人和員工詢問，對不能立即解決的投訴和問題進行匯報，并及時回饋和跟進。
Handles guest and associateenquiries in a courteous and efficient manner, reporting complaints or problemsif no immediate solution can be found, whilst providing feedback for a promptfollow up.
§? 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)格遵守勞動合同和員工手冊中的規(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 instatutory legislation in associate and industrial relations, understanding andstrictly adhering to Rules & Regulations established in the AssociateHandbook 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，并給予建議、咨詢和真實、恰當(dāng)?shù)姆答仭?Is actively involvedin the welfare, safety, development and well-being of associates providingadvice, counselling and truthful, diplomatic feedback.
§? 確保高標(biāo)準(zhǔn)的個人形象和儀容儀表。
Ensures high standardsof personal presentation & grooming.
§? 與客人和同事保持基于良好工作關(guān)系的接觸。
Maintains positiveguest 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隊和凱悅酒店集團。
Exercisesresponsible management and behaviour at all times and positively representingthe Hotel Executive 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 requeststo undertake any reasonable tasks and secondary duties and to changes asdictated by the Hotel, industry & company.
