Ensure smooth daily routine operation of the Rooms Division departmentincluding Front Office, Housekeeping, Recruitment and Laundry. Ensure maximumcomfort and safety for all guests in the hotel. Be responsible for planning,controlling and co-coordinating the activities of all Rooms Division personnel.
負(fù)責(zé)房務(wù)部日常運(yùn)作。確保房務(wù)部下設(shè)前廳部、客房部、娛樂部及洗衣房日常工作的順利進(jìn)行，并為酒店客人提供最大的舒適與安全。
CORE WORK ACTIVITIES崗位主要工作職責(zé)
Administration
行政
·??????????Establish theorganization chart of the Rooms Division and delegate authority.
建立和組織房務(wù)部機(jī)構(gòu)并行使領(lǐng)導(dǎo)權(quán)力。
·??????????Participate andsupport hotel’s strategic plan, develop departments target and lead the team toachieve the goal.
參與并支持酒店戰(zhàn)略計(jì)劃，制定部門發(fā)展方針，帶領(lǐng)團(tuán)隊(duì)達(dá)到各個目標(biāo)。
·??????????Be good knowledgeablewith brand standard and implement it.
熟知并執(zhí)行品牌標(biāo)準(zhǔn)。
·???????????Establish and revise the department’s SOP,P&P, rules and regulations, to ensure that standards are in accordance withthe operations manual.
建立并完善部門工作運(yùn)行手冊、規(guī)章制度、政策與程序，確保所有工作符合酒店標(biāo)準(zhǔn)。
·??????????Maintains a steadyflow of communication to General Manager and delegate and to other departmentheads.
與總經(jīng)理及其它部門負(fù)責(zé)人保持經(jīng)常穩(wěn)定的溝通。
·??????????Make recommendationsto management on equipment, work methods, supplies and decorations.
向上級匯報有關(guān)設(shè)備、工作方法、供應(yīng)品及裝飾品的管理方法。
·??????????Maintain wellrelationship with the government police, implement the police standard process.
與當(dāng)?shù)毓膊块T建立并保持良好的關(guān)系，執(zhí)行賓客信息錄入標(biāo)準(zhǔn)。
·??????????To compile and postwork schedules, lead the team to ensure complete task correct with high efficiency.
安排和分配部門工作，督導(dǎo)部門各項(xiàng)工作計(jì)劃，確保團(tuán)隊(duì)的工作效率，保質(zhì)保量完成各項(xiàng)任務(wù)。
·??????????Conducts appraisingfunctions such as hiring, performance, counselling, suspending and dismissingstaff if necessary, to ensure appropriate staffing and productivity. Consultwith section heads, Personnel Manager or delegate as appropriate in performingthese duties.
·??????????指導(dǎo)員工評估機(jī)制；比如雇傭、獎勵、忠告、暫緩及必要時解除職務(wù)，以確保適當(dāng)?shù)娜藛T分配和高效率的工作。與部門主管、人事經(jīng)理或與委派的適當(dāng)人員協(xié)商以執(zhí)行以上責(zé)任。
·??????????Monitor staffattendance and assist in planning work schedules, to schedule staffs annualleave and overtime.
根據(jù)工作需要主管員工出勤，安排員工年假和加班。
·??????????Conducts Roomsregular (departmental) meetings. Conduct regular operational meetings toreview, monitor, adjust and upgrade the performance of the Department as awhole, explaining new directions and policies and procedures at the same time.
主持房務(wù)部例會，在部門例會上就部門工作做出回顧、整理以提高工作成果，同時在例會上解釋新的政策和方向。
·??????????Prepare and check variousdaily and monthly records and reports, and other reports as required.
按需求準(zhǔn)備及檢查各種日報表、月報表及其它工作報告。
·??????????Informs otherdepartments of Rooms Division matters, ensure sell the room to be have maximumvalue, keep well communication and relationship with Reservation, Sales &Marketing and Finance departments.
向各部門傳達(dá)涉及房務(wù)部的事務(wù)，尤其是保證前臺最大價值賣房，以及與預(yù)訂部、銷售部及財務(wù)部保持密切聯(lián)系。
·??????????Organize or supporthotel or department programs and activities.
組織安排部門活動，支持酒店各類項(xiàng)目及活動。
·??????????Obey the MOD dutyroster, apply to get approve in advance if will have any changes.
服從周末及節(jié)假日行政值班表，如需調(diào)整，需要提前申請并得到同意
Financial and RevenueResponsibilities
財務(wù)及收入職責(zé)
·??????????Aware of financialtargets, works with superior to prepare department’s budget and capex.
了解財務(wù)目標(biāo)，協(xié)助上司準(zhǔn)備部門各項(xiàng)預(yù)算。
·??????????Prepare P&Lanalysis. Controls department cost to match budget base on improvingperformance.
在發(fā)展的基礎(chǔ)上分析和控制部門的現(xiàn)行成本以確保成本符合預(yù)算。
·??????????Monitors and controlsinventories for operating equipment and items to ensure par stocks aremaintained, to order the replacements within plan.
管理和控制經(jīng)營設(shè)備及運(yùn)作物資儲存數(shù)量的盤點(diǎn)，進(jìn)行計(jì)劃性采購。
·??????????Ensure sell the roomto be have maximum value.
保證前臺最大價值賣房。
·??????????Increase theUpselling revenue to achieve and exceeding the targets.
提高客房升銷收入，完成并超越預(yù)算。
·??????????Increase theTransportation, laundry room and Recreation revenue to achieve thetargets.
提高車隊(duì)、康樂以及洗衣房收入，完成預(yù)算。
·??????????Participate toincrease the hotel revenue to complete the targets.
參與提高酒店其它各項(xiàng)收入，完成預(yù)算。
·??????????To strict controlover the process of free upgrade, complimentary welcome amenities or breakfastand complimentary transportation, to avoid loss the revenue.
嚴(yán)格控制客房免費(fèi)升級、免費(fèi)水果/飲品及免費(fèi)早餐及免費(fèi)接送贈送流程，避免酒店收入的損失。
·??????????To strict controlover the process of high balance, rebate, accounts transfer or adjustment, memberpoints, monitor the pretty cash in the Front Office department, all aboveprocess in according with finance policy.
嚴(yán)格控制押金不足、費(fèi)用減免、轉(zhuǎn)賬調(diào)賬、會員積分流程，監(jiān)管部門備用金，符合財務(wù)制度。
·??????????To strict controlover the master key and room key making and distribution process, to avoid anydamage.
嚴(yán)格控制萬能鑰匙及房卡制作及發(fā)放流程，避免鑰匙管理混亂帶來的損失。
·????????Cooperate with Sales& Marketing Department or Food & Beverage Department in hotelpromotions to launch related packages.
與市場銷售部或餐飲部合作，制定相關(guān)推廣活動
·??????????Recycles where-everpossible and enforces cost saving measures to staff
在任何可能的情況下進(jìn)行資源循環(huán)利用，增強(qiáng)員工的成本控制意識。
·????????Authorise expenses tokeep balance of capital and operating budgets.
權(quán)衡主要的運(yùn)作成本及支出，保證收支平衡。
·????????Control the cost of goodspurchased, services supplied and necessary labour to the sales and productionof our products and service.
控制采購成本，服務(wù)期間支出及必要勞動力成本。
Training and HumanResources
培訓(xùn)和人力資源
·??????????Planning and revisedepartment manning within hotel’s policy and guide, to interview and hireassociates.
配合酒店政策制定及調(diào)整部門人員編制，招聘下屬員工。
·??????????Planning for futurestaffing needs and develop
定制未來所需的員工計(jì)劃。
·??????????Prepares detailedinduction programs for new staff.
為新員工做詳細(xì)的工作計(jì)劃。
·??????????Ensures trainingneeds analysis of all staff is carried out and training programs are designedand implemented to meet needs.
確保部門員工培訓(xùn)需求的分析被執(zhí)行，培訓(xùn)計(jì)劃有計(jì)劃地實(shí)施并要滿足其需求。
·??????????Regularlycommunicates with staff and maintains good relations. Establishes and maintainseffective employee relations.
定期與員工交流，建立和保持良好的員工關(guān)系。
·??????????Ensure whereverpossible that staffs are provided with a work place free of discrimination,harassment and victimization
確保提供給員工們一個沒有歧視、騷擾和危險的工作環(huán)境。
·??????????Treat complaints ofharassment and discrimination promptly and confidentially.
處理騷擾、歧視的投訴并且保密。
·??????????Treat customers andcolleagues from all cultural groups with respect and sensitivity.
使用符合文化的行為并且尊重及靈活地對待每一位客人和同事。
·??????????Identify and dealwith issues which may cause cross cultural conflict or misunderstanding.
識別和處理可能導(dǎo)致跨文化沖突或誤解的問題。
Guest ServiceResponsibilities
對客服務(wù)的責(zé)任
·??????????Is responsible andaccountable for maintaining the highest service standard in all sections ofRooms Division as well as engendering team spirit and motivation in all staff. DORmust be fair and just in any staff disciplinary action as required.
對所管轄區(qū)域所有客服務(wù)負(fù)責(zé)，達(dá)到品牌標(biāo)準(zhǔn)；教育員工對客服務(wù)要有團(tuán)隊(duì)工作精神。對任何員工必須公平、公正。
·??????????Maintains appropriatestandards of dress, hygiene uniforms, appearance, posture and conduct ofdepartment employees.
保持本部門員工服裝適當(dāng)規(guī)范、制服整潔、儀容儀表的規(guī)范。
·??????????To monitor RoomsDivision personnel and training to ensure guests receive prompt and courteousservices.
有效管理房務(wù)部人事及培訓(xùn)以確保客人得到最快捷、滿意的服務(wù)。
·??????????Supervises the abovementioned positions to ensure maximum guest satisfaction.
管理和督導(dǎo)各部門的工作以確保客人得到最滿意的服務(wù)。
·??????????Need to go throughthe Guest Arrival & In House list, share the guest comments and requirementwith FO team and other departments such as HSKP, F&B, ENG etc., arrange FOMto check and follow up the guest require to be completed; FOM to check the VIProoms daily as well.
每日梳理客人預(yù)到店及在住客人信息，與本部門及其它部門如客房部、餐飲部、工程部等分享; 并安排前廳部檢查跟進(jìn)客人的要求是否得到落實(shí); 本人對重要客人的房間進(jìn)行到店前的檢查。
·??????????Participate to reviseand implement the VIP treatment process, to ensure FO team well know theprocess and implement it completely.
參與修正并認(rèn)真執(zhí)行貴賓接待流程，確保前廳部人員充分了解并完全執(zhí)行該流程。
·??????????Communicate withguests to get the feedback, highly attention on the guest’s comments from eachof the channel, to investigate and submit report on guest comments, and conductcase study within team.
與客人溝通獲得客人的反饋意見及建議，關(guān)注來自各個渠道的客人反饋，對客人提出的批評做出調(diào)查整改報告并呈交上級，對客人提出的批評及表揚(yáng)均及時與團(tuán)隊(duì)成員進(jìn)行案例分享。
·??????????To handle the guest complainactively, to deal with the guest with win-win result.
主動參與處理客人投訴，妥善處理，即讓客人滿意也要維護(hù)好酒店。
·??????????Monitor Front Officedepartment personnel to ensure rooms and particularly those of known repeatguests and other VIPs receive special attention. Visit long staying ?ular guests, to build and maintain a good relationship with them.
管理并確保客房出租率尤其是知名人士的回頭率，同時保證重要客人得到特殊關(guān)注；拜訪長/常住客，與客人建立良好的關(guān)系。
·??????????Monitor and completeguest’s profile, ensure associates know the guest’s habits and remember thelong staying and regular guest’s name and appearance, to provide the customized serviceto the guest to make they have an excellent stay experience.
督導(dǎo)建立完善客戶檔案，確保員工知曉客人習(xí)慣及喜好，熟記常/長住客姓名及模樣，為客人提供用心的服務(wù)，讓客人留下難忘的美好記憶。
ProfessionalTechnical Responsibilities
專業(yè)技術(shù)責(zé)任
·??????????Effectivecommunication skills in both Chinese & English.
有效的中英文溝通能力。
·??????????Strong guestinteraction and interpersonal skill.
優(yōu)秀的對客服務(wù)和溝通技巧。
·??????????Possess leadershipquality and supervisory skills, independent, committed and well-organized.
具備領(lǐng)導(dǎo)才能，獨(dú)立性強(qiáng)、忠誠可靠并具良好的組織計(jì)劃能力。
·??????????Be good at trainingand develop the team members.
具備良好的培訓(xùn)及培養(yǎng)下屬的能力。
·??????????Be expert of Opera.
熟練操作Opera系統(tǒng)。
·??????????Be expert of OfficeSoftware.
熟練操作辦公軟件。
Miscellaneous
其他
·??????????All staffs arerequired to comply with every reasonable request from their hierarchicalsupervisor(s) within an amount of time that it takes to comply under normalcircumstances.
所有員工在工作中都被要求遵守直接主管所發(fā)出的一切合理要求，并且遵循、完成工作。
·??????????All staffs may beassigned to other duties in the hotel as and when required by business levels.
當(dāng)涉及到商業(yè)層面時員工須簽署酒店內(nèi)相關(guān)其他責(zé)任。
GENERAL DUTIES:
一般職責(zé)：
·??????????Abide by Hotel’s andDepartment’s policy & procedure.
遵守酒店及部門的各種規(guī)章制度。
·??????????Perform other relatedduties & special projects as assigned by the supervisor
隨時執(zhí)行上級分配的其他相關(guān)任務(wù)或特殊項(xiàng)目。
Health and Safety
健康與安全
·??????????Ensure that allpotential and real Hazards are reported immediately and rectified
確保所有潛在的和實(shí)際的危險是被立即報告和糾正的。
·??????????Be fully conversantwith all departmental Fire and Emergency procedures
熟悉各個部門的消防和緊急處理程序。
·??????????Ensure that allemergency procedures are rehearsed, implemented and enforced to provide for thesecurity and safety of guests and Staffs
為了客人們和員工們的安全和消防安全，必須確保所有的緊急程序都被預(yù)演、落實(shí)和實(shí)施。
·??????????Ensure the safety ofthe persons and the property of all within the premises by fairly applyingHotel Regulations by strict adherence to existing laws, statutes etc.
在公平的酒店規(guī)則和嚴(yán)格遵守的法律法規(guī)下，確保在酒店內(nèi)所有人的人生和財產(chǎn)安全。
·??????????Ensure all Staffwithin the department work in a manner which is safe and unlikely to give riskof harm or injury to selves or others
確保所有員工都在部門內(nèi)以安全的方式操作，避免不安全的或者不適合的冒險的行為造成自己或者其他工作人員的損傷或不便。
Confidentiality
保密制度
·??????????Ensureconfidentiality and secure storage of all intellectual property and data bases,both hard copy and electronic.
確保保密和安全的存儲所有知識產(chǎn)權(quán)和數(shù)據(jù)，包括所有印刷品和電子軟件。
·??????????Ensure Hotel,Customer and Staff Information or transactions are kept confidential during orafter employment with the company.?
保證酒店、客戶和員工的信息，交易期間或在公司就業(yè)后信息保密。
To be fullyconversant with:
需要遵守的
·??????????Hotel fire procedures
酒店消防規(guī)則
·??????????Hotel securityprocedures
酒店保安規(guī)則
·??????????Hotel Health andSafety policy and procedures
酒店健康與安全政策和規(guī)則
·??????????Hotel Facilities andattractions
酒店設(shè)備設(shè)施和功能介紹
·??????????Hotel standards ofoperation and departmental procedures
酒店運(yùn)營部門程序標(biāo)準(zhǔn)
·??????????Methods of acceptedpayment of the company
公司的財務(wù)政策
·??????????Short and long termcompany marketing promotions
短期和長期的公司市場推廣項(xiàng)目
NOTE
備注：
This document reflects the job content at timeof writing and will be subject to periodic change in the light of changingoperational and environmental requirements.?Such changes will be discussed with the job holder and the job descriptionamended accordingly.
本文件反映的相關(guān)崗位職責(zé)以盡數(shù)列出，其內(nèi)容會根據(jù)業(yè)務(wù)和環(huán)境的要求階段性變化。相應(yīng)變化將與該崗位員工溝通，并且崗位職責(zé)描述也將根據(jù)實(shí)際情況進(jìn)行修改。
立即溝通
