代蘇高新錦棠酒店管理（蘇州）有限公司旗下酒店招聘
Operations/Property Management營運(yùn)/資產(chǎn)的管理?
1.?與運(yùn)營管理團(tuán)隊(duì)一起制定及引導(dǎo)和品牌戰(zhàn)略一致的運(yùn)營戰(zhàn)略及可持續(xù)的工作流程系統(tǒng)。
Works with operation?management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution. ?Works with team to put sustainable work processes and systems in place that support the execution of the strategy.
2.?確保運(yùn)營內(nèi)部有效溝通（例如：班次例會(huì)，員工會(huì)議），確保部門信息/目標(biāo)傳達(dá)清晰且一致。
Ensures that regular, on-going communication is happening in Operation?Department?(e.g., pre-shift briefings, staff meetings). Continually communicates a clear and consistent message regarding departmental goals to produce desired results.
3.?掌握商業(yè)成功的關(guān)鍵因素，并且保證運(yùn)營負(fù)責(zé)人時(shí)刻關(guān)注極其重要的關(guān)鍵因素來追求結(jié)果；確保部門目標(biāo)的統(tǒng)一性。做出正確且必要的決定以確保酒店朝著目標(biāo)邁進(jìn)步伐。
Identifies key drivers of business success and keeps Operations?leadership focused on the critical few to achieve results; ensures integration of departmental goals in game plans. Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
4.?確保品牌及區(qū)域業(yè)務(wù)得到實(shí)施并跟進(jìn)，并和團(tuán)隊(duì)保持必要的溝通。
Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
5.?研究和分析新產(chǎn)品，價(jià)格和競(jìng)爭(zhēng)服務(wù)。向管理團(tuán)隊(duì)建議新想法，使酒店能夠保持競(jìng)爭(zhēng)力。
Researches and analyzes new products and pricing and services of competition. ?Introduces ideas to leadership team to enable property to remain competitive.
6.?運(yùn)用報(bào)表審查內(nèi)部業(yè)務(wù)及潛在業(yè)務(wù)，解決潛在沖突，增加收益及提供良好的客戶服務(wù)。
Works with direct reports to review business in house and potential business in area and troubleshoot potential challenges/conflicts; encourages calculated risk-taking to generate incremental revenue and deliver excellent guest service.
7.?識(shí)別及分析運(yùn)營上會(huì)遇到的挑戰(zhàn)，提供解決方案以防止再次發(fā)生。
Identifies and analyzes operational challenges and facilitates the development of solutions to prevent reoccurrence.
8.?在所有運(yùn)營區(qū)域營造良好的工作氛圍，以滿足或超越客人期望值為目標(biāo)。
Creates an atmosphere in all operations areas that meets or exceeds guest expectations.
9.?研究新產(chǎn)品服務(wù)趨勢(shì)，向運(yùn)營部門提供新想法以保持競(jìng)爭(zhēng)力。
Researches new products, services or trends and introduces ideas to operations to enable property to remain competitive.
10.?審查人員配置以確保服務(wù)，運(yùn)營需求，收入目標(biāo)得到滿足。
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
11.?定期和員工及客人溝通，了解需求。
Tours building on a regular basis speaking with associates and guests to understand business needs and assess operational opportunities.
12.?與社區(qū)或當(dāng)?shù)卣黄鸷献?，確保以能夠互利的方式解決涉外及外部各方問題。
Works with community and local officials to ensure operational issues that involve external parties can be resolved in a mutually beneficial manner.
13.?溝通和執(zhí)行部門或酒店應(yīng)急程序，確保運(yùn)營部門員工也能做到。
Communicates and executes departmental and hotel emergency procedures and ensures operations staff can do the same.
Guest Satisfaction 賓客滿意度?
1.?擁護(hù)品牌的產(chǎn)品和服務(wù)愿景，確保運(yùn)營部門領(lǐng)導(dǎo)團(tuán)隊(duì)的一致性。
Champions the brand’s service vision for product and service delivery and ensures alignment amongst the Operation Departments leadership teams.
2.?鼓勵(lì)員工提供優(yōu)質(zhì)的服務(wù)，參加每日例會(huì)，在與客人和員工的互動(dòng)中塑造品牌所需的服務(wù)。
Fosters associate commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and associates.
3.?示范和傳達(dá)對(duì)品牌目標(biāo)客戶滿意度的主要驅(qū)動(dòng)力，確保服務(wù)到位以達(dá)預(yù)期效果。
Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer profile; ensures core elements of the service strategy are in place to produce the desired results.
4.?與客人互動(dòng)以獲得產(chǎn)品質(zhì)量，服務(wù)水平，總體滿意度反饋，有效回應(yīng)和處理客人遇到的問題及投訴。
Is highly visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction; effectively responds to and handles guest problems and complaints.
5.?觀察員工行為，提供反饋，幫助員工提高業(yè)務(wù)水平。
Observes service behaviors of associates and provides feedback to individuals and/or managers; continuously strives to improve service performance.
6.?協(xié)助/參加團(tuán)隊(duì)會(huì)議，了解團(tuán)隊(duì)需要，對(duì)運(yùn)營團(tuán)隊(duì)設(shè)定適當(dāng)?shù)钠谕导皞鬟_(dá)關(guān)鍵信息。
Facilitates/attends pre- and post-convention meetings to understand group needs, sets appropriate expectations and communicates critical information to Operations team.
7.?定期回顧客戶反饋卡，客人滿意度結(jié)果，并改進(jìn)不足之處。與團(tuán)隊(duì)領(lǐng)導(dǎo)一起回顧調(diào)查結(jié)果，并采取適當(dāng)?shù)募m正措施。
Reviews comment cards, guest satisfaction results and other data to identify areas of improvement. ?Reviews findings with leadership team and ensures appropriate corrective action is taken. ?
8.?分析服務(wù)問題及趨勢(shì)。幫助開發(fā)創(chuàng)造性的解決方案，以不斷提高客人滿意度。
Analyzes service issues and identifies trends. Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
9.?關(guān)注可能潛在發(fā)生的團(tuán)隊(duì)問題，例如：場(chǎng)地沖突問題，賬單處理等，并和團(tuán)隊(duì)一起提供有效的解決方案。
Focuses on service failures or potential service failures for high profile groups e.g., space conflicts, direct billing errors or denials and works with team to identify long term solutions.
10.?將客人滿意都作為站會(huì)/運(yùn)營會(huì)議的重要組成部分，強(qiáng)調(diào)以創(chuàng)造創(chuàng)新方式不斷改進(jìn)。
Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
11.?確?？蛻粽J(rèn)可程序在運(yùn)營部門得到有效實(shí)施。
Ensures that a customer recognition program is in effect throughout operations department areas.
Human Resources 人力資源
1.?聘用能夠有專長，有創(chuàng)造力及領(lǐng)導(dǎo)力，能滿足運(yùn)營業(yè)務(wù)需求的管理團(tuán)隊(duì)成員。
Hires operations management team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation.
2.?確保對(duì)所屬部門制定定向培訓(xùn)計(jì)劃，員工接受相對(duì)應(yīng)的入職培訓(xùn)以幫助今后工作的完成。確保參加部門交叉培訓(xùn)的員工能支持部門日常工作。
Ensure the development of targeted training plan for the department and associates receive the appropriate new hire training to successfully perform their job. ?Ensures managers cross-train associates to support successful daily operations.
3.?針對(duì)運(yùn)營部門經(jīng)理及員工，根據(jù)個(gè)人長處，發(fā)展需求，職業(yè)抱負(fù)及能力，制定適當(dāng)?shù)呐囵B(yǎng)計(jì)劃。
Creates appropriate development plans and develops team members based on their individual strengths, development needs, career aspirations and abilities. ?Ensures the same is done for all managers in the Rooms and Food and Beverage operations departments.
4.?參與管理者候選人的甄選程序。
Participates in the Management Candidacy Review Board Process.
5.?利用績效評(píng)審程序，設(shè)定目標(biāo)，并要求員工對(duì)業(yè)績負(fù)責(zé)。通過具體的反饋帶領(lǐng)團(tuán)隊(duì)提升。根據(jù)操作標(biāo)準(zhǔn)，進(jìn)行年度績效考核。
Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance; coaches team by providing specific feedback to improve performance. ?Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
6.?確保服務(wù)技巧和領(lǐng)導(dǎo)力培訓(xùn)貫穿于所有運(yùn)營部門以支持每日的日常運(yùn)作。
Ensures service, technical skills and leadership training occurs throughout the rooms areas to support successful daily operations.
7.?在運(yùn)營部門中，建立并保持開放式的協(xié)作關(guān)系。
Establishes and maintains open, collaborative relationships with direct reports and entire operations team; ensures direct reports do the same for their team.
8.?積極收集員工反饋，根據(jù)員工滿意度結(jié)果找出并解決相關(guān)問題或員工疑慮。確保員工的得到公平公正的對(duì)待，必要時(shí)需要人力資源部提出問題。
Actively solicits associate feedback, reviews associate satisfaction results to identify and address associate problems or concerns. ?Ensures associates are treated fairly and equitably, brings issues to the attention of Human Resources as necessary.
9.?確保頂起進(jìn)行運(yùn)營部門有對(duì)進(jìn)行日常運(yùn)營，設(shè)立期望值及創(chuàng)造業(yè)務(wù)目標(biāo)進(jìn)行溝通。
Ensures that regular on-going communication takes place in rooms areas to communicate daily operations activities, set expectations and create awareness of business objectives.
10.?慶祝并公開表揚(yáng)團(tuán)隊(duì)成員的貢獻(xiàn)。
Celebrates successes and publicly recognizes the contributions of team members; ensures recognition is taking place across all rooms operational areas.
11.?確保酒店政策得到公平和統(tǒng)一的管理，按照操作標(biāo)準(zhǔn)完成部門程序及文件，并支持同行審查。
Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
Sales and Revenue Management 銷售和收益管理
1.?提供總體銷售策略，并確保與品牌的業(yè)務(wù)戰(zhàn)略，定價(jià)，酒店定位在市場(chǎng)上的一致性。
Provides input & supports overall sales strategy; ensures alignment with the brand business strategy and proper pricing and positioning of the property in the market.
2.?提供有洞察力的建議。
Provides recommendations to meet yield and penetration objectives.
3.?平衡銷售目標(biāo)和餐飲運(yùn)作能力。
Balances sales goals and commitments and F&B operations ability to deliver against them.
4.?參加收益管理會(huì)議，根據(jù)散客占比和團(tuán)隊(duì)收入提供價(jià)格建議。預(yù)防問題發(fā)生并積極采取行動(dòng)解決問題。
Attends the Revenue Management meeting, evaluates mix of transient and group revenue and provides pricing recommendations, anticipates problem dates and proactively takes action to resolve problems.
5.?確保運(yùn)營團(tuán)隊(duì)有積極進(jìn)取的銷售目而制定的銷售策略，并激勵(lì)團(tuán)隊(duì)每個(gè)人去實(shí)現(xiàn)目標(biāo)，優(yōu)化目標(biāo)。
Ensures operations team has a sales strategy with aggressive sales goals and motivates individuals to achieve these goals and maximize performance.
6.?參加月度的預(yù)算會(huì)議，預(yù)測(cè)長期的規(guī)劃需求。
Attend monthly projection meeting to anticipate long-term planning needs.
7.?定期與酒店會(huì)議策劃者進(jìn)行溝通，評(píng)估運(yùn)營部門操作是否能達(dá)到服務(wù)標(biāo)準(zhǔn)并提供反饋給各運(yùn)營部門。
Communicates regularly with meeting planners on property, evaluates if operations is meeting service needs and provides feedback to operations team.
8.?參加會(huì)議策劃者的訪問或視察。
Participates in meeting planner site visits or inspections and prepares operations team for the same.
9.?通過參加地方性活動(dòng)或贊助活動(dòng)來發(fā)展并強(qiáng)大社區(qū)和公共關(guān)系。
Develops strong community and public relations by participating in local events or sponsoring activities that showcase the property.?
Financial Management?財(cái)務(wù)管理
1.?審查財(cái)務(wù)報(bào)表，根據(jù)預(yù)算確定運(yùn)營績效。確定需關(guān)注的區(qū)域，并制定改善部門財(cái)務(wù)狀況的方法。在運(yùn)營部門領(lǐng)導(dǎo)成本控制工作，必要時(shí)可組織重組。
Reviews reports and financial statements to determine operations performance against budget. Works with direct reports to determine areas of concern and establish ways to improve the departments’ financial performance. Leads cost containment efforts within operations including organizational restructuring when necessary.
2.?指導(dǎo)和支持團(tuán)隊(duì)有效管理入住率，價(jià)格，工資和可控費(fèi)用。在不損害客人入住體驗(yàn)及員工滿意度情況下保持利潤。
Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses. ?Focuses on maintaining profit margins without compromising guest or associate satisfaction.
3.?推陳出新，支持必要的改革，以創(chuàng)造增加利潤和創(chuàng)造價(jià)值的機(jī)會(huì)。
Identifies opportunities to increase profits and create value by challenging existing processes, encouraging innovation and driving necessary change.
4.?審查工資進(jìn)度報(bào)表，將預(yù)算工資和實(shí)際工資進(jìn)行比較，處理問題領(lǐng)域并對(duì)結(jié)果負(fù)責(zé)。
Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaches direct reports to address problem areas and holds team accountable for results.
5.?進(jìn)行比較分析，收集最佳做法，并指導(dǎo)運(yùn)營團(tuán)隊(duì)建立新的流程或改進(jìn)現(xiàn)有流程從而優(yōu)化工作效率。
Conducts comparative analysis, gathers best practices and directs operations team to either establish new processes and/or improve existing processes to yield greater productivity e.g., group check-in process.
6.?談判零售商，服務(wù)供應(yīng)商合同，根據(jù)操作標(biāo)準(zhǔn)，使酒店利益最大化。
Negotiates contracts with retailers, service vendors and other contractors to obtain agreements that are beneficial for the property in accordance with SOPs.
能力要求：
Specifications:
1.?豐富的餐飲或房務(wù)等運(yùn)營部門的管理經(jīng)驗(yàn)及知識(shí)和技能。
Strong F&B and Conference & Banqueting operations knowledge and skills.
2.?豐富的領(lǐng)導(dǎo)和人員管理技能，附加培訓(xùn)技能。
Strong leadership and people management skills, added with good training skills.
3.?以客戶為導(dǎo)向，并能夠自信地建立和超過服務(wù)標(biāo)準(zhǔn)。
Guest oriented and able to confidently build and exceed the service standards.
4.?精通服務(wù)接待，成本控制，商務(wù)談判和財(cái)務(wù)等方面的知識(shí)。
Proficient in service reception, cost control, business negotiation and financial knowledge.
5.?豐富的人際處理能力并關(guān)注細(xì)節(jié)。
Strong interpersonal skills and attention to detail.
6.?具有很強(qiáng)的問題解決能力，必要時(shí)鼓勵(lì)新的解決方法
Strong problem-solving skills; encourages new innovative solutions when appropriate
7.?擁有很好的英文溝通能力(口語和書寫)。
Good command in English (verbal & written).
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