房务总监 Director of Rooms

1. 确保房务部的各项活动符合集团相关的战略，以及酒店各项行动计划的适当执行。
Ensure that the Rooms activities are aligned with the respective Corporate Strategy, and that the Hotel Actions have been implemented where appropriate.
2. 在行政委员会中代表房务部的所有职能。
Represent the Rooms function on the hotel's Executive Committee.
3. 始终确保所有员工实现酒店品牌的承诺及提供超出客人预期的服务。
Ensure that all employees deliver the brand promise and provide exceptional guest service at all times.
4. 确保员工提供适当的优质服务给内部客人。
Ensure that employees also provide excellent service to internal customers in other departments as appropriate.
5. 亲临公共区域观察对客服务情况，并与客人进行交谈，必要时，通过部门经理辅导员工的对客服务技能。
Spend time in public areas observing employee-guest interaction and talking with guests, working through Heads of Department to coach employees in guest service skills as necessary.
6. 礼貌且高效地处理所有内部及外部客人的投诉及要求，并跟进确保问题圆满解决。
Handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
7. 在确保实现酒店品牌承诺的同时，确保每个消费部门（比如：客房部）的运营成本最低化。
Ensure that each cost centre (e.g. Housekeeping) operates with the lowest possible cost structure while also delivering on the brand promise to the guest.