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一、崗位標(biāo)識 崗位名稱：運營經(jīng)理（Operation Manager） 所屬部門：運營管理部 直接上級：總經(jīng)理 / 業(yè)主代表 下屬團(tuán)隊：前廳、客房、餐飲、工程、安保、市場、財務(wù)、人事等八大模塊 職級定位：酒店經(jīng)營第一責(zé)任人，全面主持日常運營及中長期戰(zhàn)略落地。 二、崗位使命 在集團(tuán)品牌標(biāo)準(zhǔn)與五鉆評級規(guī)范下，以“極致體驗、卓越盈利、可持續(xù)口碑”為核心，打造本地市場標(biāo)桿級奢華酒店。 三、核心職責(zé) 1. 經(jīng)營指標(biāo)達(dá)成 ? 分解年度GOP、RevPAR、ADR、OCC、賓客滿意度（GSS≥90）、復(fù)購率等關(guān)鍵指標(biāo)，制定季度/月度行動計劃并確保達(dá)成； ? 監(jiān)控預(yù)算執(zhí)行，動態(tài)調(diào)控成本（能耗、人工、采購），實現(xiàn)年度降本增效目標(biāo)≥3%。 2. 市場與銷售策略 ? 組織市場調(diào)研，每月輸出競爭酒店RGI分析報告； ? 制定并執(zhí)行房價、渠道、宴會、MICE、婚宴、SPA、餐飲等收益策略， ? 親自維護(hù)政府、大型企業(yè)、OTA高星、黑金會員等TOP100客戶，年度協(xié)議產(chǎn)量≥總房晚25%。 3. 產(chǎn)品與服務(wù)管理 ? 依據(jù)《五星級/五鉆酒店評定規(guī)范》及集團(tuán)SOP，建立并持續(xù)優(yōu)化前廳、客房、餐飲、康體等產(chǎn)品標(biāo)準(zhǔn)，確保年度暗查得分≥95分； ? 推動“零缺陷”服務(wù)流程，重大投訴24小時內(nèi)閉環(huán)，網(wǎng)絡(luò)差評率≤0.3%。 4. 團(tuán)隊與人才發(fā)展 ? 搭建高效組織架構(gòu)，編制控制在預(yù)算內(nèi)，員工敬業(yè)度（eNPS）≥70； ? 制定人才梯隊計劃，每年培養(yǎng)不少于2名部門經(jīng)理級繼任者； ? 組織服務(wù)技能大賽、交叉培訓(xùn)、神秘顧客復(fù)盤，培訓(xùn)人均課時≥48小時/年。 5. 安全與合規(guī) ? 建立風(fēng)險管控體系（食品安全、消防、信息、財務(wù)、輿情），重大事故0起； 6. 資本性項目與創(chuàng)新 ? 引入綠色運營認(rèn)證（LEED / 綠色飯店），年度節(jié)能降耗≥5%。 7. 業(yè)主與品牌關(guān)系 ? 每月向業(yè)主及管理公司提交《運營月報》，季度召開經(jīng)營分析會； ? 確保品牌標(biāo)準(zhǔn)與在地文化融合，年度品牌審計 四、任職資格 硬性條件 ? 學(xué)歷：大專及以上（酒店管理、旅游管理、工商管理優(yōu)先）； ? 經(jīng)驗：5年以上奢華或五鉆酒店運營管理經(jīng)驗，其中2年以上駐店經(jīng)理/副總經(jīng)理同等職位經(jīng)歷； ? 核心技能：熟悉Opera PMS、POS、S&C系統(tǒng)；具備收益管理、預(yù)算編制、財務(wù)報表分析能力； ? 語言：普通話標(biāo)準(zhǔn)，英語流利（CET-6或同等水平以上）。 軟性素質(zhì) ? 領(lǐng)導(dǎo)力：具備0-1團(tuán)隊搭建及跨文化管理能力； ? 商業(yè)敏銳度：對高端客群消費趨勢、本地市場機會有前瞻洞察； ? 抗壓與應(yīng)變：能在旺季滿房、重大接待或突發(fā)事件中迅速決策并承擔(dān)責(zé)任。 五、關(guān)鍵績效指標(biāo)（KPI） 1. 財務(wù)：年度GOP達(dá)成率≥100%，RevPAR指數(shù)≥110； 2. 客戶：GSS≥90分，攜程/美團(tuán)五鉆標(biāo)簽保持率100%； 3. 團(tuán)隊：員工流失率≤15%，人才梯隊覆蓋率≥80%； 4. 合規(guī)：安全/食品/品牌審計一次性通過率100%。 六、工作條件與晉升 ? 工作地點：酒店所在地，需接受異地派遣或短期出差； ? 工作時間：綜合工時制，旺季彈性排班； ? 晉升路徑：運營經(jīng)理 → 酒店副總經(jīng)理 → 酒店總經(jīng)理 → 區(qū)域運營總監(jiān)。

Responsibility 1. Management of digital content and community outreach in the village and provide digital customer experience rich and interactive content 2. Depending on the highlights, it will ensure the management and delivery of content and information Village and Social Networks. 3. Data catching in village 4. Development on E-Survey （Depend on project or resort needs） 5. Village complaints management on Social Media 6.Others Requirement 1. Specific colleague course or above; basic in English spoken and writing; Basis of graphic design software (e.g. PS). 2. Good interpersonal skills. 3. Proficiency in Microsoft Office. 4. Experience in media marketing is preferred (e.g. Wechat, Weibo). 5. Work 6 days a week? 【G.O福利】： 雙人住宿； 一日三餐國際自助餐廳； 吧臺飲料暢飲； 度假村內(nèi)所有娛樂活動及場地設(shè)施免費使用； 機場接送服務(wù)； 工作滿一年往返度假村和住址機票； 完善的工作意外傷害保險及社會保險； 國際化G.O團(tuán)隊； 擁有登臺演出的機會； 每年輪換海外及大中華區(qū)度假村工作機會； Club Med海外度假村免費房間； 快速晉升通道。

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travelers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton, and many others. If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike. The Director of Operations is responsible for the effective operational management of the hotel in order for Head of Departments to achieve and exceed their revenue and guest satisfaction targets. What will I be doing? As the Director of Operations, you will be responsible for performing the following tasks to the highest standards: Work in conjunction with the General Manager / Area General Manager to actively manage key property issues (including capital projects; customer service; refurbishment). Assist the development of meaningful, achievable hotel budgets and other short-term and long-term hotel strategic goals. Provide effective leadership to the hotel management team and team members to ensure targets are met and exceeded. Respond to audits that are completed by the company to ensure continual improvement is achieved. Plan, direct and coordinate the service delivery of all operational departments to meet and exceed guest expectations. Comply and exceed hotel and company service standards. Ensure that costs are controlled throughout the operational departments and the results are analyzed regularly to highlight problem areas and take appropriate action. Manage and develop the Head of Departments (HODs) to ensure career progression and effective succession planning within the hotel and company. Seek and respond to guest feedback to achieve positive outcomes and high levels of customer satisfaction. Hold regular briefings and communication meetings with the HOD team. #LI-VG2 Qualifications - External What are we looking for? A Director of Operations serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you must possess the following qualifications, attitude, behaviors, skills, and values that follow: A degree or diploma in Hotel Management or equivalent Strong commercial acumen, preferably with experience in Food & Beverage or Rooms Management Experience in managing budgets, revenue proposals and forecasting results In-depth knowledge of the hotel / leisure / service sector Strong leadership skills to effectively manage and motivate the team to achieve high level performance and exceed targets Accountable and resilient Able to work under pressure It would be advantageous in this position for you to demonstrate the following capabilities and distinctions: Knowledgeable of hotel property management systems Previous experience in the same or similar role What will it be like to work for Hilton? Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities, and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. ?Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. ?And, our amazing Team Members are at the heart of it all!