POSITION PURPOSE 職位目標
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.
房務總監負責確保房務部部所有同事都按照服務標準與程序為客人提供最優質的服務。并通過持續地關注與指導，確保酒店的戰略方針及遠景規劃在房務部的工作范圍內得以實現。同時，房務總監也將根據需求為酒店整體的運營策略提供資源和協助。
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KEY ROLES & RESPONSIBILITIES 關鍵角色和職責
Manage the Daily Rooms Operations
管理房務部日常運營
·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).
與各部門經理（前廳部、管家部、客房部、水療和康樂部、工程部）及第一線人才傳達管理戰略及任務，并帶領整個房務部團隊達到目標。
·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.
管理房務部所有運營任務以及與之相關的委派與跟進，以確保運營順暢和客人滿意。
·Coordinate with Revenue Management and Sales to maximize room occupancy, rates and profits.
與收益管理和銷售團隊協作，最大化酒店入住率、收入和利潤。
·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.
每日梳理客人預抵及在店客人信息，與本部門及其他部門如餐飲部、市場銷售部等分享；安排前廳部經理、首席管家或行政管家檢查跟進客人的要求是否得到落實；并親自對重要客人的房間進行日常檢查。
·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.
進行每日巡視以確保質量標準、衛生標準及所有房務部的政策與程序在前場和后場區域都被遵守和執行，并在發現安全隱患時采取行動并通知危機處置團隊。
·Maintains high visibility with guests and colleagues, ensure that guest and colleague concerns are resolved in a professional and timely manner.
參與部門日常運營，以確保客人或同事的問題能夠在最短的時間內以專業的方式得以解決。
·Monitors and controls inventories for operating equipment and items to ensure par stocks are maintained, to order the replacements within plan.
管理和控制運營設備及物資儲存數量的盤點，進行計劃性采購。
·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設施的運行狀態與定期維護計劃相符合，并管理好固定資產。
·Adhere to and promote the health & safety policies to ensure a safe work environment and knowledgeable safety & emergency procedures for all colleagues.
堅持并推行健康與安全政策，以確保安全的工作環境；同時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.
確保由當地執法部門所要求的全部事項都被嚴格遵守并實行。
·Maintains ‘Safe Food & Hygiene Standards’ and all information security standards compliance of Rooms Division at 100%.
確保《食品安全與衛生標準》和所有信息安全標準在房務部被百分之百的執行。
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Provide Guests’ Experience that Exceed Guests’ Expectations
為客人帶來超越期待的入住體驗
·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.
系統化賓客認知流程以確保對賓客尤其是對常客的認知度，同時保證貴賓得到特殊關注；經常性的拜訪長住客和常客，與客人建立良好的關系。
·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.
尋求各個渠道上關于客人滿意度的反饋，并根據我們的使命宣言和人才賦權的理念來解決問題，并在之后對客人提出的意見或表揚及時與團隊成員進行案例分享。
·Systematizes internal communication channel, to ensure accuracy and efficiency in link of guest needs delivery.
系統化內部溝通渠道，以確保客人需求被準確并高效地滿足。
·Full utilization of PMS/Royal Service Manager/InTouch/iConcierge by analysis Big Data to adjust operational procedures and embrace guest experience.
充分利用各類酒店管理系統和軟件進行大數據分析以改進提高賓客體驗。
·Sets short term and long term measurable objectives to continually improve service levels.
為部門設置時效性不同的、可衡量的標準，以達到提升服務水準的目的。
·To monitor Rooms Division personnel and training to ensure guests receive prompt and courteous services.
有效督導管理房務部人員及培訓以確保客人得到最快捷、滿意的服務。
·Liaison between all sub-departments and rest of hotel effective for guest experience.
在房務部與酒店其他部門之間有效的溝通來提高賓客體驗。
·Focuses on the stay experience for ALL members.
致力于提升雅高會員的入住體驗。
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Management and leadership of the Front Office Team
管理及領導房務部團隊
·Make sure Rooms Division complete Division/Department Target and support hotel target on GOP, LQA, EHC, EES and CR.
確保房務部門完成并協助酒店完成經營毛利潤、賓客體驗質量，衛生審計, 員工滿意度和企業社會責任目標值。
·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.
為所有同事創造出一個可以完成工作任務并在品牌內得到提升與發展的工作環境。通過積極參與運營以及對同事的支持與發展來建立一個持續進步的團隊。
·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.
指引并激勵房務團隊，與團隊建立實時的溝通，并且對人才滿意度負責。
·Supports the Rooms Division team to be consistent in service, use a collaborative, enabling leadership style, have regular team meeting.
通過協作與授權相結合的領導方式，與定期召開部門會議的方法相結合，確保房務部保持始終如一的服務質量。
·Controls the duty roster for sub departments guaranteeing quality as well as considering the highest personnel cost efficiency.
在保證服務質量的同時，通過對各分部門排班的管控以達到效率最大化的目的。
·Drafts and evaluate work flows to improve and optimize organization.
對工作流程進行制定和評估以達到優化提升的目的。
·Recruit, induct and train a Rooms team who are competent and confident to exceed guest expectations.
招聘、任命和培訓出一個可勝任且有信心超越客人期待的房務部團隊。
·Creates career development plans for all talents who are either part of the Talent Pool or High Potentials.
為團隊中的高潛力人才創建職業發展規劃。
·Use the performance review process to identify and develop talent for growth management performance issues, using a coaching styles.
以輔導的方式，通過績效評估系統來認知和發展人才。
·Carry out disciplinary actions in line with hotel procedures.
按照酒店規章制度對不合適的行為采取相應措施。
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Involvement as a Member of the Executive Committee
酒店行政委員會職能
·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.
參與策略計劃、市場計劃，預算和目標計劃的準備、實施和推進，確保持續的最佳的客戶滿意度、銷售潛力和利潤。
·Involvement in annual budgeting and manning guide process, monitor revenue and responsible for profit & loss.
參與收入預算和人員預算的制定，關注收入并對部門損益負責。
·Assist in monitoring present and future trends, practices and systems in the hotel industry and determine and ensure execution of competitive programs as directed.
關注酒店行業目前和將來的發展趨勢、應用實踐和系統使用，確保既定的競爭計劃的實施。
·Maximizes rooms revenue through participating in yield management group meetings and implementing and supporting agreed upon Revenue Management strategies and practices.
通過參與收益管理相關會議，以及支持并執行收益管理戰略規劃及策略，以達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.
參與月度財務相關會議，關注賬目信息，以確保所有財務制度在部門內被嚴格執行。
·Oversee all labor cost controls within budget limits and occupancy variances to maximize productivity.
通過監督管控人工成本與入住率之間的差異來最大化勞動生產率。
·Ensure cleanliness and appearance of all guest related areas.
確保所有對客區域的清潔和外觀符合品牌標準。
·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.
與衛生經理協調安排房務部月度衛生檢查，收集缺陷報告并提交行動計劃，以確保食品衛生安全標準被嚴格地執行和落實。
·Ensures clear communications with all other department heads.
確保與酒店各部門經理/總監之間的溝通順暢。
·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 個人品質
·Strong organizational & leadership skills
優秀的組織能力和領導能力
·Analytical skills a must combined with creativity and initiative
結合了創造性和主動性的分析能力
·Excellent interpersonal & communication skills
優秀的人際關系和溝通能力
·Highly organized, quality and results oriented person
極具計劃性，并以質量和結果為導向
·A passion for perfection
追求完美
·Service oriented with an eye for details
以服務為導向的敏銳洞察力
·Confidently able to resolve problems and make decisions
自信的解決問題與決策的能力
·Good presentation and influencing skills
優秀的表達和影響力
·Adaptable and flexible and able to embrace and respond to change effectively
適應性強，靈活并能有效地接受和應對變化
·Effective management style, hands-on and approachable
有效的管理風格，親力親為，平易近人
·Proven effective development of others, great motivator
善于發展他人及卓越的激勵能力
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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.
酒店管理或相關專業的本科或專科學歷，并在國際奢華酒店管理方面進行過良好的培訓和教育
·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
在知名國際酒店內從事至少五年前廳/客房管理崗位或至少三年房務部類似崗位的經驗
·Bilingual in Mandarin and English
優秀的中英文聽說讀寫能力
·PMS?& Office software knowledge
熟悉并掌握Opera酒店管理系統及各類辦公軟件
·Budgeting?and P&L experiences
熟悉預算制定和管控損益
·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系統，并可熟練使用報表工具對其進行分析
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