營運管理
Operational
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§? 確保部門的服務始終按照部門營運手冊的標準，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.
§? 根據客人認知計劃，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.
§? 同部門負責人緊密合作，確保準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.
§? 通知總經理房間銷售情況和預訂情況。
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)域確保提供符合標準的裝飾和用品。
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?shù)毓竞秃娇展颈３至己玫暮献麝P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，部門營運手冊應當反映出酒店政策和程序以及工作過程和標準。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.
§? 負責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?？腿速Y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?？蛻粽J知項目的不斷更新。
Ensures the ongoingmaintenance of the Guest Recognition Programme.
§? 協(xié)助準備年度商業(yè)計劃，確保部門目標充分體現(xiàn)酒店目標并滿足員工需要。
Responsible forpreparing the annual Rooms Business Plan, ensuring Divisional Objectives fullyaddress business objectives of the Hotel and needs of associates.
§? 與總經理和財務部總監(jiān)密切合作準備和定期更新房務部預算，確保達到預算目標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.
§? 負責確保所有的公司、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.
薪資和生產力管理
Payroll & ProductivityManagement
§? 通過在整個部門內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.
§? 指導下屬確保生產力水平滿足凱悅設計標準和凱悅酒店集團房務部運營手冊的要求。
Directs subordinatesto ensure productivity meets standards given in accordance with Hyatt DesignStandards & Criteria and the Hyatt Hotels Corporation Rooms OperationsManual.
§? 關注改進生產力水平及在可接受的指引下謹慎管理用品/薪資，確保所有設備的優(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.
§? 確保新技術和新設備的使用，“靈活處理工作”的同時提高生產力。
Ensures newtechnology & equipment are embraced, improving productivity whilst takingwork out of the system.
§? 審查和批準所有票據及包括房間設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)展房務部員工，引導他們在工作中遵循經營、財務及行政管理的理念，確保員工掌握多項技能并承擔多項工作。
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，根據酒店制度和程序以及相關適用法律，對所有房務部員工進行緊密督導。
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?shù)墓ぷ骱拓熑危谂囵B(yǎng)和發(fā)展員工的同時確保營運標準和安全。
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精神和以人為本的管理哲學，并和培訓發(fā)展部經理密切合作培養(yǎng)和發(fā)展部門培訓員。
Instils the Traininginitiatives and philosophies of the company and works closely with the LearningManager in developing Departmental Trainers.
§? 確保所有經理和領班在員工的培訓和發(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，提供真實和準確的回饋。
Conducts annualPerformance Development, providing honest and appropriate feedback.
§? 將指導原則及核心價值有效地傳達給所有層級的員工。
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部，確保房務部高效經濟地運營，并在需要時為其他部門提供服務及支持，確保設備、樓層和地面得到適當維護。
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、高效并以結果為導向。
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。.
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.
§? 了解關于員工及行業(yè)關系的法律、法規(guī)，理解并嚴格遵守勞動合同和員工手冊中的規(guī)章制度，及酒店關于防火、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?shù)姆答仭?Is actively involvedin the welfare, safety, development and well-being of associates providingadvice, counselling and truthful, diplomatic feedback.
§? 確保高標準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系的接觸。
Maintains positiveguest and colleague interactions with good working relationships.
§? 始終展現(xiàn)負責的管理和行為，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.
§? 根據酒店、行業(yè)和公司的指引，回應需求、改變，執(zhí)行任何合理的任務及額外職責。
Responds to requeststo undertake any reasonable tasks and secondary duties and to changes asdictated by the Hotel, industry & company.
