POSITION PURPOSE 職位目標(biāo)
Director of Rooms is responsible for ensuring hotel provides the highest level of guest service and ensuring that standards are maintained for all positions within the entire Rooms Division. The Director of Rooms will be responsible to guide all sub-departments in achieving hotel strategic directions through continual focus and reference to these strategies and our vision. The Director of Rooms also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed.
房務(wù)總監(jiān)負(fù)責(zé)確保房務(wù)部部所有同事都按照服務(wù)標(biāo)準(zhǔn)與程序?yàn)榭腿颂峁┳顑?yōu)質(zhì)的服務(wù)。并通過(guò)持續(xù)地關(guān)注與指導(dǎo)，確保酒店的戰(zhàn)略方針及遠(yuǎn)景規(guī)劃在房務(wù)部的工作范圍內(nèi)得以實(shí)現(xiàn)。同時(shí)，房務(wù)總監(jiān)也將根據(jù)需求為酒店整體的運(yùn)營(yíng)策略提供資源和協(xié)助。
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KEY ROLES & RESPONSIBILITIES 關(guān)鍵角色和職責(zé)
Manage the Daily Rooms Operations
管理房務(wù)部日常運(yùn)營(yíng)
·Communicate management (Front Office, Butler, Housekeeping, SPA & Recreation, and Engineering) 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（前廳部、管家部、客房部、水療和康樂(lè)部、工程部）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)。
·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。
·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)。
·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, S&M etc., arrange Front Office Manager/Head Butler/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、市場(chǎng)銷(xiāo)售部等分享；安排前廳部經(jīng)理、首席管家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。
·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)。
·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)，以確保客人或同事的問(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。
·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)。
·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)。
·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。
·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。
·Maintains ‘Safe Food & Hygiene Standards’ and all information security standards compliance of Rooms Division at 100%.
確保《食品安全與衛(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。
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Provide Guests’ Experience that Exceed Guests’ Expectations
為客人帶來(lái)超越期待的入住體驗(yàn)
·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)常客的認(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)住客和常客，與客人建立良好的關(guān)系。
·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。
·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。
·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)。
·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。
·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)以確保客人得到最快捷、滿意的服務(wù)。
·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)。
·Focuses on the stay experience for ALL members.
致力于提升雅高會(huì)員的入住體驗(yàn)。
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Management and leadership of the Front Office Team
管理及領(lǐng)導(dǎo)房務(wù)部團(tuán)隊(duì)
·Make sure Rooms Division complete Division/Department Target and support hotel target on GOP, LQA, EHC, EES and CR.
確保房務(wù)部門(mén)完成并協(xié)助酒店完成經(jīng)營(yíng)毛利潤(rùn)、賓客體驗(yàn)質(zhì)量，衛(wèi)生審計(jì), 員工滿意度和企業(yè)社會(huì)責(zé)任目標(biāo)值。
·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)。
·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)。
·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。
·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。
·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。
·Recruit, induct and train a Rooms 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房務(wù)部團(tuán)隊(duì)。
·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。
·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。
·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。
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Involvement as a Member of the Executive Committee
酒店行政委員會(huì)職能
·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)。
·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)。
·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。
·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。
·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。
·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。
·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)。
·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)。
·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。
·Participate in hotel’s Executive on Duty program (if needed).
參與酒店的行政值班（如需）。
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PERSONAL ATTRIBUTES 個(gè)人品質(zhì)
·Strong organizational & leadership skills
優(yōu)秀的組織能力和領(lǐng)導(dǎo)能力
·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
·Excellent interpersonal & communication skills
優(yōu)秀的人際關(guān)系和溝通能力
·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
·A passion for perfection
追求完美
·Service oriented with an eye for details
以服務(wù)為導(dǎo)向的敏銳洞察力
·Confidently able to resolve problems and make decisions
自信的解決問(wèn)題與決策的能力
·Good presentation and influencing skills
優(yōu)秀的表達(dá)和影響力
·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
·Effective management style, hands-on and approachable
有效的管理風(fēng)格，親力親為，平易近人
·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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QUALIFICATIONS 任職資格
·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)際奢華酒店管理方面進(jìn)行過(guò)良好的培訓(xùn)和教育
·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
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