Director of Operation 运营总监

Position Summary职位概述
Oversees and
directs all aspects of the hotel operational departments which include: Front
Desk Service, Food & Beverage/Kitchen, Housekeeping, Engineering,
Security, Fitness Centre and other relevant operating departments. Ensures these departments are well run by
focusing on the following aspects: Maximization of revenues and profits,
minimization of operating costs, implementation and follow up of service standards/team
member training. Ensures highest
levels of customer satisfaction.
负责监督导和指导酒店的运营部门包括前厅，餐饮/厨房，管家，工程，安保，健身中心及其他相关的经营部门。确保这些部门在以下几个方面的正常运营：收入和利润的最大化，运营成本最小化，实施和监督服务标准/团队成员的培训。确保顾客满意度维持在最高水平。
1.
To
support the overall strategic management of the hotel by establishing
effective working relationships with senior colleagues: in particular, the GM, DBD, FC& HRD.
通过和管理层建立良好的工作关系来支持酒店的管理战略，尤其是和总经理，商务发展总监，财务总监和人力资源总监。
2.
Fully
contribute to the design of the hotel’s business strategy.
全力关注酒店的经营战
3.
Actively
participate in the key management issues in the property (Capital projects,
refurbishment, training, customer service).
积极参与酒店内的管理核心项目。（固定资产，装修改造，培训和对客服务）
4.
Actively
support the DBD by ensuring that Front Desk and F&B team members are fully trained and committed to upselling.
确保餐饮部，前厅部的员工接受规范的促销培训并致力于更好的推销产品，以此来积极支持商务发展部的工作。
5.
Actively
support the DBD in the generation of revenue by ensuring the highest possible
level of collaboration in Conference & Banqueting organization to
maximize yield and profit.
确保宴会部门的利润以此来辅助商务发展部最大可能的创收。
6.
Conduct
routine inspections of all areas of the hotel.
对酒店的所有区域例行检查。
7.
To
achieve the planned operational profit margins in both Food & Beverage
and Rooms
在餐饮和前厅部完成计划的利润。
8.
Ensure
that costs are controlled in a detailed and structured manner. Analyze costs
on a monthly basis and prepare action plans (Cost per occupied room, food
cost; beverage costs; payroll including overtime; other expenses; other
outsource labor or services).
具有细节的成本控制方法。每月分析成本并制定行动计划(每间占有房的成本，食品成本，酒水成本，工资包含加班，其他花费，小时工和外包服务)。
9.
Ensure
that all labour costs are flexed according to levels of demand / activity /
season and that opportunities for a better balance between quality and cost
through clustering or outsourcing or both are explored fully.
确保所有的劳动力是根据需求/活动/季节来合理安排的。捕捉集团合作或外包的机会来平衡质量和成本。
10. To
jointly develop and maintain the closest possible understanding of revenue
(in rate, volume or Banqueting) from the DBD to ensure the greatest level of
alignment between revenue and cost.
共同开发维护和关注来自商务发展的收入（房价，数量或宴会），以确保收入与成本之间的最高水平。
11. Ensures
that purchasing delivers best quality for the most competitive price is
purchased.
确保所采购的物品物有所值。
12. To
manage all the direct reports (e.g. Chef, F & B Outlet Managers,
Housekeeper, Front Desk Manager, Banqueting Manager, Chief Engineer) in a
professional and motivating fashion.
用专业的和激励的方法管理直接管理范围内的团队。（如：厨师，餐厅经理，管家，客户经理，宴会经理，总工程师）
13. Set
objectives for each direct report.
为直接管理范围内的部门设立目标。
14. Review
performance on a regular and consistent basis.
定期评估表现。
15. Offer
coaching and guidance when appropriate.
在必要时提供教导和指导。
16. Recommend
relevant salary reviews.
推荐相关的工资回顾。
17. Deal
effectively with instances of poor performance.
合理的处理不良表现。
18. Identify
development needs and future career paths.
确立发展需求和事业发展路线。
19. Conduct
regular Operations meetings including all direct reports.
组织定期的营运会议包含直接管理范围内的分部门。
20. Recruit
high quality team members in conjunction with HR department.
与人力资源部一起挑选高质量的员工。
21. Ensure
sound performance management practices, through recognition and disciplinary
action if necessary.
确保健全的绩效管理制度，在必要时采取处罚行动。
22. To
ensure the team members within Operations are well managed with clear
objectives and well trained and that they are deployed in the most productive
way.
很好的管理运营部的员工，并确保他们清楚目标并通过了完善的培训，以及最合理的部署。
23. Set
clear tasks for each team members.
为每位员工设定清晰的工作任务。
24. Allocate
team members to tasks in the most flexible and productive fashion (with HRD).
灵活的为分配员工以确保生产力的合理化（和人力资源总监）。
25. Investigate
opportunities for outsourcing.
寻找外包的机会。
26. Ensure
a fully trained team of departmental trainers is in place with departmental
training action plans, rolling 3 month training plan (with HRD).
确保在各部门里有一位接受过部门培训员培训的员工，为部门制定培训计划，推出季度培训计划（和人力资源总监）。
27. Ensure
all team members are fully trained in job skills and customer service based
on departmental service standards and records are maintained. (with HRD).
确保每位员工根据部门服务标准接受系统的工作技能培训和对客服务标准，记录要保留（和人力资源总监）。
28. Ensure
effective standards of two-way communication exists for all team members.
确保有效地进行双向沟通。
29. Ensures
that all team members attending training sessions are being briefed before
and debriefed after.
确保员工按时参加先期和后期的培训。
30. Responsible
for the participation of all new team members to the Spirit of Hilton
Orientation program and ensures departmental induction takes place.
确保新员工参加“希尔顿介绍”的出席情况并提供部门的简短介绍。
31. Ensures
that work schedules/rosters are written according to hotel needs and
compliance to labour laws.
确保排班表是根据酒店的需求制定的并遵循了劳动法。
32. To
ensure the highest standards of quality in all aspects of the hotel
operation, guaranteeing that brand values and standards are never compromised.
确保酒店运营维持在最高的质量标准，不违背品牌价值和标准。
33. Ensure
highest possible levels of customer service across the operation.
尽可能的提供高标准的服务。
34. Actively
follow up on SALT & AQ
reports instituting corrective actions in a fast and effective manner.
积极跟进SALT和AQ、有效率的采取整改措施。
35. Actively
investigate what further reforms to the operation may be necessary to raise
standards.
积极地讨论如何进一步的改革以及重新制定标准的可能。
36. Ensure
that brand standards / use of logo are never compromised.
确保不违反品牌标准和logo的使用规定。
37. To
oversee the running of all Food & Beverage operations ensuring that all
department service standards are met consistently.
确保各餐厅一贯的遵循服务标准。
38. Guarantee
all aspects of food & service quality in all the outlets.
确保食品和酒水质量。
39. Oversee
the management of all outlets, the kitchen(s) and Banqueting ensuring that
standards, efficiencies and quality are actively promoted and delivered.
确保厨房和宴会部门遵循标准，提供有效率的和高质量的服务。
40. Ensure
the most cost-effective F & B purchasing / menu engineering to meet
cost/revenue priorities.
确保餐饮采购、菜单工程满座成本收益的优先次序。
41. To
investigate and implement new F& B concepts with the full involvement of
the GM & the VP.
与总经理和副总裁一起开发实施新的餐饮理念。
42. Through
F&B departmental Managers ensure the most cost-effective promotion of all
aspects of the F & B operation in conjunction with the DBD (menu
presentations/menu/pricing/promotions and ongoing activities.
促动餐饮部经理与商务发展部共同创造本清利厚的餐饮推广活动（菜单/价钱/推广）。
43. Assist
DBD in establishing (with C&C Sales) an efficient and competitive C&C
strategy including all pricing.
辅助商务发展总监建立一个有效的具有竞争力的会议和外卖战略包含价位。
44. Evaluate
competitors products and price policy twice per year.
对竞争对手的价格和产品进行一年两次的调查。
45. To
oversee the running of all Rooms Division operations ensuring that all
departmental service standards are met consistently.
确保房务区域的所有部门一贯的遵循服务标准。
46. To
ensure that the Front Desk operation, including telephone and all uniformed
services, works to the highest standards for customer satisfaction and
cost-effectiveness.
确保所有前台员工包含总机，始终提供高标准的服务以及成本效应。
47. To
ensure that all Front Desk systems are fully and effectively utilized and
that regular, ongoing training is organized.
前厅部的所有系统都在有效地利用，并持续地提供培训。
48. To
ensure that the housekeeping function (whether outsourced or not) is run to
the highest professional quality standards at the lowest level of cost.
确保管家部（不论外包与否）使用最低的成本，达到高质量的标准。
49. Ensures
good work liaisons with other departments (Hsk/ Eng/ Accounting).
与其他部门保持良好的合作（管家，工程、财务）。
50. Participates
in Weekly FO meetings to analyse performance/business and to implement action
for improvement and team spirit.
每周参加前厅部部门会议，分析表现/生意和制定发展计划。
51. Ensures
with the FDM and Revenue Manager that a maximum occupancy is reach daily.
与前厅和收入经理共同确保每天达到最高的出租率。
52. Guides
FDM on daily strategy (overbooking-out/booking).
每天为前厅经理提供战略的指引（预订）。
53. Responsible
to ensure best quality of cleanliness throughout the hotel.
确保酒店的卫生状况良好。
54. Ensures
VIP rooms are checked on a daily basis.
确保每天检查VIP房间。
55. To
oversee the running of an Engineering operation ensuring that all
departmental service/legal/safety standards are met consistently.
确保工程部的运营一贯的遵循部门标准/法律/ 安保规定。
56. To
ensure that the Engineering team works within all legal and organizational
standards and that technical efficiency is maintained at an optimum level.
确保工程部的各项工作均符合法律要求，技术标准和效率保持最佳水平。
57. With
the Chief Engineer and, most importantly, the General Manager, ensure that
the highest possible attention is paid to the safety and security of all
guests and staff through detailed reviews and checks on all procedures,
equipment etc.
与总工程师，尤其是总经理，要通过细致的检查对与客人和员工安保工相关的事宜辅以高度重视。
58. Challenge
existing levels of POMEC expenditure with the Chief Engineer ensuring that
energy, payroll and other costs are at the lowest possible level consistent
with safety and quality standards.
与总工程师确保POMEC的开支，其中包含能源，薪金和其他花费在遵循安全质量标准的前提下保持最低的花费。
59. Ensure
effective planning of maintenance works to guarantee standard of product
quality.
有效的计划维修工作来确保生产质量安全。
60. Ensures
through Chief Engineer that repairs are recorded and dealt with in the
quickest possible time.
确保维修工作以及相关的事宜在第一时间解决并记录在案。
61. To
ensure that all IT supplies
are ordered and delivered against clearly defined specifications and within
or better than agreed budget limits.
确保所有的IT项目供应有序并明确界定的规格，并控制在预算范围内或有所结余。
62. Ensure the IT SOX compliance.
确保遵循IT SOX的审核标准。
63. Ensure all IT related contracts are up to date.
确保所有IT相关的合同及时更新。
64. Ensure all IT operations are in line with the
P&P.
确保IT相关的运营遵循各项规章制度。
65. Prepare
yearly budgets in conjunction with GM/DBD/FC/HRD
for- revenue; FF&E;
manning; capital expenditure; costs and
expenses.
与GM/DBD/FC/HRD共同制定年度预算 – 收入，固定资产，人员，大额项目，成本和花费。
66. Review
and approval of all expense accounts for Operations Team.
审核和批准营运部门的所有花费。
67. Adhere to the
hotel’s security and emergency policies and procedures.
坚持酒店安全制度、紧急情况处理规定和程序。
68.
To ensure that all team members have a complete
understanding of and adhere to the Hotel’s Team member Rules and Regulations.
确保员工充分的理解并遵守员工手册内容。
69.
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，该部门有权更改或补充该职位描述。
70. Carries out any other reasonable duties and
responsibilities as assigned.
完成任何其他合理的职责和被指派的职责。