Primary Responsibilities
主要職責(zé)
Manage the Daily Operations
管理酒店日常運(yùn)營(yíng)
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Communicate management
strategy and targets to department heads and line talent and lead the team to
achieve the goal(s).
與各部門(mén)經(jīng)理及第一線人才傳達(dá)管理戰(zhàn)略及任務(wù)，并帶領(lǐng)整個(gè)房務(wù)部團(tuán)隊(duì)達(dá)到目標(biāo)。
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Manages all operational tasks as well as their respective
delegation and follow-up, to ensure the smooth
of operation and the highest level of guest satisfaction.
管理房務(wù)部所有運(yùn)營(yíng)任務(wù)以及與之相關(guān)的委派與跟進(jìn)，以確保運(yùn)營(yíng)順暢和客人滿意。
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Coordinate with Revenue
Management and Sales to maximize room occupancy, rates and profits.
與收益管理和銷(xiāo)售團(tuán)隊(duì)協(xié)作，最大化酒店入住率、收入和利潤(rùn)。
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Goes through the Guest Arrival & In House list,
share the guest comments and requirement with Rooms Division team and other
departments such as F&B, ENG etc., arrange Front Office Manager/Executive Housekeeper
to check and follow up the guest require to be completed; to check the VIP
rooms daily as well.
每日梳理客人預(yù)抵及在店客人信息，與本部門(mén)及其他部門(mén)如餐飲部、工程部等分享；安排前廳部經(jīng)理或行政管家檢查跟進(jìn)客人的要求是否得到落實(shí)；并親自對(duì)重要客人的房間進(jìn)行日常檢查。
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Conduct daily walk through to ensure LQA standards
and cleanliness together with all Rooms Division policies and procedures are
adhered in front and heart of the house areas. Initiate action to correct a hazardous situation
and notify ERT of potential dangers.
進(jìn)行每日巡視以確保質(zhì)量標(biāo)準(zhǔn)、衛(wèi)生標(biāo)準(zhǔn)及所有房務(wù)部的政策與程序在前場(chǎng)和后場(chǎng)區(qū)域都被遵守和執(zhí)行，并在發(fā)現(xiàn)安全隱患時(shí)采取行動(dòng)并通知危機(jī)處置團(tuán)隊(duì)。
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Maintains high visibility with guests and colleagues,
ensure that guest and colleague concerns are resolved in a professional
and timely manner.
參與部門(mén)日常運(yùn)營(yíng)，以確?？腿嘶蛲碌膯?wèn)題能夠在最短的時(shí)間內(nèi)以專(zhuān)業(yè)的方式得以解決。
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Monitors and controls
inventories for operating equipment and items to ensure par stocks are
maintained, to order the replacements within plan.
管理和控制運(yùn)營(yíng)設(shè)備及物資儲(chǔ)存數(shù)量的盤(pán)點(diǎn)，進(jìn)行計(jì)劃性采購(gòu)。
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Participates in
conducting weekly inspections and ensures physical facilities are kept in
operational condition by full implementation of preventive maintenance programs
and judicious planning and management of FF& E, as directed.
參與每周的視察確保各項(xiàng)設(shè)施的運(yùn)行狀態(tài)與定期維護(hù)計(jì)劃相符合，并管理好固定資產(chǎn)。
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Adhere to and promote the health &
safety policies to ensure a safe work environment and knowledgeable safety
& emergency procedures for
all colleagues.
堅(jiān)持并推行健康與安全政策，以確保安全的工作環(huán)境；同時(shí)確保所有同事都熟悉了解并掌握安全及緊急程序。
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Verifies that all information requested by the
local police authorities are adhered to and prepared accurately.
確保由當(dāng)?shù)貓?zhí)法部門(mén)所要求的全部事項(xiàng)都被嚴(yán)格遵守并實(shí)行。
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Maintains ‘Safe Food
& Hygiene Standards’ and all information security standards compliance of Rooms
Division at 100%.
確?！妒称钒踩c衛(wèi)生標(biāo)準(zhǔn)》和所有信息安全標(biāo)準(zhǔn)在房務(wù)部被百分之百的執(zhí)行。
Provide
Guests’ Experience that Exceed Guests’ Expectations
為客人帶來(lái)超越期待的入住體驗(yàn)
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Systematic guest
recognition program to ensure guests and particularly those of known repeat
guests and other VIPs receive special attention. Visit long staying &
regular guests, to build and maintain a good relationship with them.
系統(tǒng)化賓客認(rèn)知流程以確保對(duì)賓客尤其是對(duì)?？偷恼J(rèn)知度，同時(shí)保證貴賓得到特殊關(guān)注；經(jīng)常性的拜訪長(zhǎng)住客和?？?，與客人建立良好的關(guān)系。
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Seeks feedback on guest
satisfaction from each of the channels, and resolves problems in accordance
with our Mission Statement and philosophy of talent empowerment, and conduct
case study within the team.
尋求各個(gè)渠道上關(guān)于客人滿意度的反饋，并根據(jù)我們的使命宣言和人才賦權(quán)的理念來(lái)解決問(wèn)題，并在之后對(duì)客人提出的意見(jiàn)或表?yè)P(yáng)及時(shí)與團(tuán)隊(duì)成員進(jìn)行案例分享。
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Systematizes internal
communication channel, to ensure accuracy and
efficiency in link of guest needs delivery.
系統(tǒng)化內(nèi)部溝通渠道，以確保客人需求被準(zhǔn)確并高效地滿足。
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Full utilization of PMS/Royal Service Manager/InTouch/iConcierge by analysis Big Data to adjust operational
procedures and embrace guest experience.
充分利用各類(lèi)酒店管理系統(tǒng)和軟件進(jìn)行大數(shù)據(jù)分析以改進(jìn)提高賓客體驗(yàn)。
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Sets short term and long term measurable objectives to continually improve
service levels.
為部門(mén)設(shè)置時(shí)效性不同的、可衡量的標(biāo)準(zhǔn)，以達(dá)到提升服務(wù)水準(zhǔn)的目的。
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To monitor Rooms
Division personnel and training to ensure guests receive prompt and courteous
services.
有效督導(dǎo)管理房務(wù)部人員及培訓(xùn)以確?？腿说玫阶羁旖荨M意的服務(wù)。
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Liaison between all sub-departments and rest of
hotel effective for guest experience.
在房務(wù)部與酒店其他部門(mén)之間有效的溝通來(lái)提高賓客體驗(yàn)。
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Focuses on the stay experience for LCAH members.
致力于提升雅高樂(lè)雅會(huì)會(huì)員的入住體驗(yàn)。
Management
and leadership of the Front Office Team
管理及領(lǐng)導(dǎo)房務(wù)部團(tuán)隊(duì)
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Creates an environment that allows colleagues to
achieve job fulfillment and provides a path for career development with Brand.? Develops strong teams through active
involvement in the operations and through the development and support of a
continually evolving team.
為所有同事創(chuàng)造出一個(gè)可以完成工作任務(wù)并在品牌內(nèi)得到提升與發(fā)展的工作環(huán)境。通過(guò)積極參與運(yùn)營(yíng)以及對(duì)同事的支持與發(fā)展來(lái)建立一個(gè)持續(xù)進(jìn)步的團(tuán)隊(duì)。
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Provides guidance and motivation to the Rooms Division Team.
Establishes and communicates on a daily basis with the Rooms Division Team. A
strong commitment to Colleague Satisfaction.
指引并激勵(lì)房務(wù)團(tuán)隊(duì)，與團(tuán)隊(duì)建立實(shí)時(shí)的溝通，并且對(duì)人才滿意度負(fù)責(zé)。
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Supports the Rooms Division team to be consistent in service, use a collaborative, enabling leadership style, have regular team
meeting.
通過(guò)協(xié)作與授權(quán)相結(jié)合的領(lǐng)導(dǎo)方式，與定期召開(kāi)部門(mén)會(huì)議的方法相結(jié)合，確保房務(wù)部保持始終如一的服務(wù)質(zhì)量。
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Controls the duty roster for sub departments
guaranteeing quality as well as considering the highest personnel cost
efficiency.
在保證服務(wù)質(zhì)量的同時(shí)，通過(guò)對(duì)各分部門(mén)排班的管控以達(dá)到效率最大化的目的。
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Drafts and evaluate work flows to improve and optimize organization.
對(duì)工作流程進(jìn)行制定和評(píng)估以達(dá)到優(yōu)化提升的目的。
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Recruit, induct and train a Front Office team who
are competent and confident to exceed guest expectations.
招聘、任命和培訓(xùn)出一個(gè)可勝任且有信心超越客人期待的前廳部團(tuán)隊(duì)。
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Creates career
development plans for all talents who are either part of the Talent Pool or
High Potentials.
為團(tuán)隊(duì)中的高潛力人才創(chuàng)建職業(yè)發(fā)展規(guī)劃。
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Use the performance review process to identify and
develop talent for growth management performance issues, using a coaching
styles.
以輔導(dǎo)的方式，通過(guò)績(jī)效評(píng)估系統(tǒng)來(lái)認(rèn)知和發(fā)展人才。
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Carry out disciplinary actions in line with hotel
procedures.
按照酒店規(guī)章制度對(duì)不合適的行為采取相應(yīng)措施。
Involvement
as a Member of the Executive Committee
酒店行政委員會(huì)職能
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Assist in the preparation,
development and implementation of the Strategic Plan, Marketing Plan, Budget
and Goals Program to ensure on an on-going basis optimum guest satisfaction,
sales potential and profitability.
參與策略計(jì)劃、市場(chǎng)計(jì)劃，預(yù)算和目標(biāo)計(jì)劃的準(zhǔn)備、實(shí)施和推進(jìn)，確保持續(xù)的最佳的客戶(hù)滿意度、銷(xiāo)售潛力和利潤(rùn)。
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Involvement in annual budgeting and manning guide process, monitor revenue and responsible for profit & loss.
參與收入預(yù)算和人員預(yù)算的制定，關(guān)注收入并對(duì)部門(mén)損益負(fù)責(zé)。
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Assist in monitoring
present and future trends, practices and systems in the hotel industry and
determine and ensure execution of competitive programs as directed.
關(guān)注酒店行業(yè)目前和將來(lái)的發(fā)展趨勢(shì)、應(yīng)用實(shí)踐和系統(tǒng)使用，確保既定的競(jìng)爭(zhēng)計(jì)劃的實(shí)施。
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Maximizes rooms revenue through participating in
yield management group meetings and implementing and supporting agreed upon
Revenue Management strategies and practices.
通過(guò)參與收益管理相關(guān)會(huì)議，以及支持并執(zhí)行收益管理戰(zhàn)略規(guī)劃及策略，以達(dá)到客房收入最大化的目的。
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Attend monthly financial related meetings and
ensure all accounting procedures are adhered to throughout the division,
including monitoring guest balance and city ledger accounts.
參與月度財(cái)務(wù)相關(guān)會(huì)議，關(guān)注賬目信息，以確保所有財(cái)務(wù)制度在部門(mén)內(nèi)被嚴(yán)格執(zhí)行。
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Oversee all labor cost controls within budget
limits and occupancy variances to maximize productivity.
通過(guò)監(jiān)督管控人工成本與入住率之間的差異來(lái)最大化勞動(dòng)生產(chǎn)率。
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Ensure cleanliness and
appearance of all guest related areas.
確保所有對(duì)客區(qū)域的清潔和外觀符合品牌標(biāo)準(zhǔn)。
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Arranges Rooms Division monthly
hygiene inspection with Hygiene Manager, collects defects report & submits
action plan, to ensure Safe Food & Hygiene Standards be implemented without
any compromises.
與衛(wèi)生經(jīng)理協(xié)調(diào)安排房務(wù)部月度衛(wèi)生檢查，收集缺陷報(bào)告并提交行動(dòng)計(jì)劃，以確保食品衛(wèi)生安全標(biāo)準(zhǔn)被嚴(yán)格地執(zhí)行和落實(shí)。
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Ensures clear
communications with all other department heads.
確保與酒店各部門(mén)經(jīng)理/總監(jiān)之間的溝通順暢。
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Participate in hotel’s Executive on Duty program.
參與酒店的行政值班。
Other
Responsibilities
其他職責(zé)
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Perform other related duties & special projects as assigned by the
supervisor.
隨時(shí)執(zhí)行上級(jí)分配的其他相關(guān)任務(wù)或特殊項(xiàng)目。
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The management reserves
the right to change / extend this job description if necessary at any point of
time during her / his employment.
如有必要，該部門(mén)有權(quán)更改或補(bǔ)充該職位描述。
Main
Complexity/Critical Issues In The Job主要復(fù)雜/關(guān)鍵工作事項(xiàng)
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Directs and co-ordinates management/operation strategy of
the Rooms Division.
指導(dǎo)和統(tǒng)籌房務(wù)部的管理/運(yùn)營(yíng)戰(zhàn)略。
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Supervises and directs the daily operation of Rooms
Division to ensure maximum guest satisfaction.
管理和督導(dǎo)房務(wù)部的日常運(yùn)營(yíng)以確保客人得到最滿意的服務(wù)。
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Manage projects
strategically, while being hands-on and detail-oriented, acting as a catalyst
for making things happen.
從戰(zhàn)略高度管理項(xiàng)目，在實(shí)踐和注重細(xì)節(jié)的同時(shí)起到催化劑的作用以成事。
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Ensure wherever possible
that colleagues are provided with a work place free of discrimination,
harassment and victimization.
確保提供給同事們一個(gè)沒(méi)有歧視、騷擾和危險(xiǎn)的工作環(huán)境。
Knowledge and Experience知識(shí)和經(jīng)驗(yàn)
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Bachelor or similar
degree from an accredited college or university with major work in
Tourism/Hotel Management as well as sound training and education in the
international luxury hotel business management.
酒店管理或相關(guān)專(zhuān)業(yè)的本科或?qū)？茖W(xué)歷，并在國(guó)際奢華酒店商務(wù)管理方面進(jìn)行過(guò)良好的培訓(xùn)和教育
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Minimum five (5) years relevant experience in a managerial position of Front Office/Housekeeping or
minimum three (3) years relevant experience in a similar position of Rooms
Division in a renown international hotel brand
在知名國(guó)際酒店內(nèi)從事至少五年前廳/客房管理崗位或至少三年房務(wù)部類(lèi)似崗位的經(jīng)驗(yàn)
Bilingual in
Mandarin and English
優(yōu)秀的中英文聽(tīng)說(shuō)讀寫(xiě)能力
PMS & Office software knowledge
熟悉并掌握Opera酒店管理系統(tǒng)及各類(lèi)辦公軟件
Budgeting and P&L experiences
熟悉預(yù)算制定和管控?fù)p益
Understanding of Revenue Management processes
了解收益管理
How to manage guest experience, understands and can
use reporting RPS, etc.
了解如何管理賓客體驗(yàn)系統(tǒng)，并可熟練使用報(bào)表工具對(duì)其進(jìn)行分析
Competencies 技能
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Strong organizational & leadership skills
優(yōu)秀的組織能力和領(lǐng)導(dǎo)能力
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Analytical skills a must combined with creativity
and initiative
結(jié)合了創(chuàng)造性和主動(dòng)性的分析能力
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Excellent interpersonal & communication skills
優(yōu)秀的人際關(guān)系和溝通能力
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Highly organized, quality and results oriented
person
極具計(jì)劃性，并以質(zhì)量和結(jié)果為導(dǎo)向
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A passion for perfection
追求完美
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Service oriented with an eye for details
以服務(wù)為導(dǎo)向的敏銳洞察力
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Confidently able to
resolve problems and make decisions
自信的解決問(wèn)題與決策的能力
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Good presentation and influencing skills
優(yōu)秀的表達(dá)和影響力
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Adaptable and flexible and able to embrace and respond to change effectively
適應(yīng)性強(qiáng)，靈活并能有效地接受和應(yīng)對(duì)變化
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Effective management style, hands-on and
approachable
有效的管理風(fēng)格，親力親為，平易近人
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Proven effective development of others, great
motivator
善于發(fā)展他人及卓越的激勵(lì)能力
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