Director of Rooms房务总监

POSITION PURPOSE 职位目标
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.
房务总监负责确保房务部部所有同事都按照服务标准与程序为客人提供最优质的服务。并通过持续地关注与指导，确保酒店的战略方针及远景规划在房务部的工作范围内得以实现。同时，房务总监也将根据需求为酒店整体的运营策略提供资源和协助。
KEY ROLES & RESPONSIBILITIES 关键角色和职责
Manage the Daily Rooms Operations
管理房务部日常运营
·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).
与各部门经理（前厅部、管家部、客房部、水疗和康乐部、工程部）及第一线人才传达管理战略及任务，并带领整个房务部团队达到目标。
·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.
管理房务部所有运营任务以及与之相关的委派与跟进，以确保运营顺畅和客人满意。
·Coordinate with Revenue Management and Sales to maximize room occupancy, rates and profits.
与收益管理和销售团队协作，最大化酒店入住率、收入和利润。
·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.
每日梳理客人预抵及在店客人信息，与本部门及其他部门如餐饮部、市场销售部等分享；安排前厅部经理、首席管家或行政管家检查跟进客人的要求是否得到落实；并亲自对重要客人的房间进行日常检查。
·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.
进行每日巡视以确保质量标准、卫生标准及所有房务部的政策与程序在前场和后场区域都被遵守和执行，并在发现安全隐患时采取行动并通知危机处置团队。
·Maintains high visibility with guests and colleagues, ensure that guest and colleague concerns are resolved in a professional and timely manner.
参与部门日常运营，以确保客人或同事的问题能够在最短的时间内以专业的方式得以解决。
·Monitors and controls inventories for operating equipment and items to ensure par stocks are maintained, to order the replacements within plan.
管理和控制运营设备及物资储存数量的盘点，进行计划性采购。
·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.
参与每周的视察确保各项设施的运行状态与定期维护计划相符合，并管理好固定资产。
·Adhere to and promote the health & safety policies to ensure a safe work environment and knowledgeable safety & emergency procedures for all colleagues.
坚持并推行健康与安全政策，以确保安全的工作环境；同时确保所有同事都熟悉了解并掌握安全及紧急程序。
·Verifies that all information requested by the local police authorities are adhered to and prepared accurately.
确保由当地执法部门所要求的全部事项都被严格遵守并实行。
·Maintains ‘Safe Food & Hygiene Standards’ and all information security standards compliance of Rooms Division at 100%.
确保《食品安全与卫生标准》和所有信息安全标准在房务部被百分之百的执行。
Provide Guests’ Experience that Exceed Guests’ Expectations
为客人带来超越期待的入住体验
·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.
系统化宾客认知流程以确保对宾客尤其是对常客的认知度，同时保证贵宾得到特殊关注；经常性的拜访长住客和常客，与客人建立良好的关系。
·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.
寻求各个渠道上关于客人满意度的反馈，并根据我们的使命宣言和人才赋权的理念来解决问题，并在之后对客人提出的意见或表扬及时与团队成员进行案例分享。
·Systematizes internal communication channel, to ensure accuracy and efficiency in link of guest needs delivery.
系统化内部沟通渠道，以确保客人需求被准确并高效地满足。
·Full utilization of PMS/Royal Service Manager/InTouch/iConcierge by analysis Big Data to adjust operational procedures and embrace guest experience.
充分利用各类酒店管理系统和软件进行大数据分析以改进提高宾客体验。
·Sets short term and long term measurable objectives to continually improve service levels.
为部门设置时效性不同的、可衡量的标准，以达到提升服务水准的目的。
·To monitor Rooms Division personnel and training to ensure guests receive prompt and courteous services.
有效督导管理房务部人员及培训以确保客人得到最快捷、满意的服务。
·Liaison between all sub-departments and rest of hotel effective for guest experience.
在房务部与酒店其他部门之间有效的沟通来提高宾客体验。
·Focuses on the stay experience for ALL members.
致力于提升雅高会员的入住体验。
Management and leadership of the Front Office Team
管理及领导房务部团队
·Make sure Rooms Division complete Division/Department Target and support hotel target on GOP, LQA, EHC, EES and CR.
确保房务部门完成并协助酒店完成经营毛利润、宾客体验质量，卫生审计, 员工满意度和企业社会责任目标值。
·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.
为所有同事创造出一个可以完成工作任务并在品牌内得到提升与发展的工作环境。通过积极参与运营以及对同事的支持与发展来建立一个持续进步的团队。
·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.
指引并激励房务团队，与团队建立实时的沟通，并且对人才满意度负责。
·Supports the Rooms Division team to be consistent in service, use a collaborative, enabling leadership style, have regular team meeting.
通过协作与授权相结合的领导方式，与定期召开部门会议的方法相结合，确保房务部保持始终如一的服务质量。
·Controls the duty roster for sub departments guaranteeing quality as well as considering the highest personnel cost efficiency.
在保证服务质量的同时，通过对各分部门排班的管控以达到效率最大化的目的。
·Drafts and evaluate work flows to improve and optimize organization.
对工作流程进行制定和评估以达到优化提升的目的。
·Recruit, induct and train a Rooms team who are competent and confident to exceed guest expectations.
招聘、任命和培训出一个可胜任且有信心超越客人期待的房务部团队。
·Creates career development plans for all talents who are either part of the Talent Pool or High Potentials.
为团队中的高潜力人才创建职业发展规划。
·Use the performance review process to identify and develop talent for growth management performance issues, using a coaching styles.
以辅导的方式，通过绩效评估系统来认知和发展人才。
·Carry out disciplinary actions in line with hotel procedures.
按照酒店规章制度对不合适的行为采取相应措施。
Involvement as a Member of the Executive Committee
酒店行政委员会职能
·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.
参与策略计划、市场计划，预算和目标计划的准备、实施和推进，确保持续的最佳的客户满意度、销售潜力和利润。
·Involvement in annual budgeting and manning guide process, monitor revenue and responsible for profit & loss.
参与收入预算和人员预算的制定，关注收入并对部门损益负责。
·Assist in monitoring present and future trends, practices and systems in the hotel industry and determine and ensure execution of competitive programs as directed.
关注酒店行业目前和将来的发展趋势、应用实践和系统使用，确保既定的竞争计划的实施。
·Maximizes rooms revenue through participating in yield management group meetings and implementing and supporting agreed upon Revenue Management strategies and practices.
通过参与收益管理相关会议，以及支持并执行收益管理战略规划及策略，以达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.
参与月度财务相关会议，关注账目信息，以确保所有财务制度在部门内被严格执行。
·Oversee all labor cost controls within budget limits and occupancy variances to maximize productivity.
通过监督管控人工成本与入住率之间的差异来最大化劳动生产率。
·Ensure cleanliness and appearance of all guest related areas.
确保所有对客区域的清洁和外观符合品牌标准。
·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.
与卫生经理协调安排房务部月度卫生检查，收集缺陷报告并提交行动计划，以确保食品卫生安全标准被严格地执行和落实。
·Ensures clear communications with all other department heads.
确保与酒店各部门经理/总监之间的沟通顺畅。
·Participate in hotel’s Executive on Duty program (if needed).
参与酒店的行政值班（如需）。
PERSONAL ATTRIBUTES 个人品质
·Strong organizational & leadership skills
优秀的组织能力和领导能力
·Analytical skills a must combined with creativity and initiative
结合了创造性和主动性的分析能力
·Excellent interpersonal & communication skills
优秀的人际关系和沟通能力
·Highly organized, quality and results oriented person
极具计划性，并以质量和结果为导向
·A passion for perfection
追求完美
·Service oriented with an eye for details
以服务为导向的敏锐洞察力
·Confidently able to resolve problems and make decisions
自信的解决问题与决策的能力
·Good presentation and influencing skills
优秀的表达和影响力
·Adaptable and flexible and able to embrace and respond to change effectively
适应性强，灵活并能有效地接受和应对变化
·Effective management style, hands-on and approachable
有效的管理风格，亲力亲为，平易近人
·Proven effective development of others, great motivator
善于发展他人及卓越的激励能力
QUALIFICATIONS 任职资格
·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.
酒店管理或相关专业的本科或专科学历，并在国际奢华酒店管理方面进行过良好的培训和教育
·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
在知名国际酒店内从事至少五年前厅/客房管理岗位或至少三年房务部类似岗位的经验
·Bilingual in Mandarin and English
优秀的中英文听说读写能力
·PMS & Office software knowledge
熟悉并掌握Opera酒店管理系统及各类办公软件
·Budgeting and P&L experiences
熟悉预算制定和管控损益
·Understanding of Revenue Management processes
了解收益管理
·How to manage guest experience, understands and can use reporting RPS, etc.
了解如何管理宾客体验系统，并可熟练使用报表工具对其进行分析