Room Controller 房控主管

SCOPE 范围
The
Room Controller is responsible for rooms’ inventory and ensuring that guests’
requests and preferences are met and works on a partnership with both the Front
Office and Housekeeping to ensure smooth running of Rooms’ preparation, in
accordance with the standards, guidelines and policies established by The
Langham Shanghai Xintiandi and in order to ensure friendly, efficient and
customer orientated service in a clean and orderly environment.
客房协调主管负责酒店客房房态的统计、调控，以确保按照客人预定的客型及客人对客房的特别要求安排好房间，按照上海新天地朗廷酒店所制定的标准、方针、政策确保前厅、客房之间的密切、同步合作，以为我们的客人提供友善、高效的顾客第一的服务。
The Room Controller
also supervises the Front Desk, provides guest services and check-in and
check-out of guest.
同时， 客房协调员督导前台，为客人提供入住登记及结账离店的服务。
PRINCIPAL RESPONSIBILITIES 主要职责
1.
General/Technical Knowledge
综合技术知识
·
To have complete
knowledge of The Langham Shanghai Xintiandi standards
operating policies and procedures.
具有全面的上海新天地朗廷酒店标准的运做政策及程序方面的知识。
·
To have knowledge of The Langham Shanghai Xintiandi Quality Standards, Service Standards and
Group Specifications.
具有上海新天地朗廷酒店质量标准、服务标准及集团规范之运做知识。
·
To have knowledge of The Langham Shanghai Xintiandi Programs e.g. 1865member, Guest History, FFP.
具有全面的上海新天地朗廷酒店宾客活动知识，如1865会员，客史和飞行里程计划等。
2.
Customer Loyalty
宾客忠实感
·
Makes Guest delighted and retention is the
primary focus of all job function.
令宾客得到喜出望外的服务并成为我们的忠实顾客是我们的主要职责。
·
Ensures all interactions with guests are
handled professionally and with care adhering to hotel’s policies and
procedures.
确保以专业并符合酒店政策、程序的方式与宾客进行良性的互动、交流。
·
Leads the team’ colleague in the efforts to
ensure guest was delighted.
协同所属班组的同仁，努力为客人呈现喜出望外的服务。
·
Offers all possible assistance to guests at
all times.
随时随地，尽可能多地帮助客人。
·
Maintains and enforces all quality and
service standards and procedures for Housekeeping Services.
全面贯彻执行客房部工作质量、服务标准及政策程序。
·
Supervises Housekeeping and Front Office
operation and workflow to maximize guests delighted, including internal
customers.
督导前厅、客房运做，确保最大程度地令顾客满意，包括内部同事。
·
Listens to and records any guest problems or
complaints.
倾听并记录客人的问题和投诉。
·
Ensures that all guest complaints are handled
efficiently and politely.
确保及时有效而得体地处理宾客投诉。
·
Reports the guest require if it access the
Authorization from Hotel management.
如事件的处理超出个人权限，应及时上报管理层。
·
Call back to guest when it was fixed.
事件解决后，必须回复客人。
·
Analyzes cause for complaint and take action
to minimize any reoccurrence
分析投诉原因，采取行动避免复发。
·
Update guest history remarks (Opera system)
for any guest complain or comments, to make sure delighted service presentation
upon next arrival.
将客人的投诉、意见记录在其个人档案内（Opera系统），以便其日后再次入住时，得到优质的服务。
·
Does more at every guest contact point.
与客人接触中，尽可能地多帮助客人。
·
“Never says no” to guest requests.
对于客人的要求“绝不说不”。
3.
Operational
Processes
操作程序
·
Checks house status.
检查酒店的客房的状态。
·
Blocks vacant clean rooms for day’s arrivals.
为当日预计抵达的有预订的客人准备好干净的空房间。
·
Review next day’s arrivals and blocks rooms
for any special requests, early arrivals, Voyager member (e.g. VIPs) and groups.
预览次日预计的宾客预订，适当地提前为有特殊客房要求、早到的客人、Voyager会员（如：贵宾）及团队排房。
·
Proactively manage the room inventory to
maximize yield and occupancy.
积极地管理房数使利润和客房率最大化。
·
Maintain a sufficient pool of vacant-clean
rooms for Front Office /The Langham Club /
Guest Relations, by coordinating closely with Housekeeping.
通过和客房部的密切合作协调，保证足够的干净空房给前台， 朗廷会， 客户关系进行销售。
·
Establish a central point of control on
saleable rooms and assignment.
对于可卖房和房间的安排要建立中央集中控制。
·
Fully responsible to take the role and job of
Front Desk Manager if Front Desk Manager is not around。
当前台经理不在时， 客房协调员要全面负责前台经理的角色和工作职责。
·
Trace Due out at 12:00 sharp and keep a close communication with
Housekeeping. Update Late-check out reports when due out is done and pass to
DM.
12点钟准时开始跟进预退房并与客房部保持紧密联系。更新延迟退房报表并在工作结束后交接给值班经理。
·
Coordinates with Floor on the turnover of
rooms to ensure availability of vacant clean rooms upon guest’s arrival.
协调楼层客房房型的清洁比率，以确保客人抵达时有可销售的房间。
·
Coordinates with Housekeeping / Amenity
Centre to ensure accurate room assignments with correct amenities prepared and
delivered.
协调客房部及备品中心，以确保客人备品的准时、准确递送到正确的客房。
·
Set up and coordinates room maintenance
program with Housekeeping and Engineering.
根据大修计划，为工程部提前预留大修房，确保客房及工程部的合作顺畅。
·
Provide a positive and efficient arrival /
departure experience to our guests.
给客人提供快捷有效地到达和离店感受。
·
Coordinate with all concerned departments on
the correctness of Data Management.
和相关部门协调关于数据管理的正确性。
·
Support Guest Relations / Front Desk
colleagues to focus on providing customer services.
支持客户关系和前台同事，让他们专注对客服务。
·
Handle all internal follow-up works, Emails & incoming calls to ensure there is no
unnecessary disturbance to Guest Relations / Front Desk colleagues.
处理所有内部跟进适宜、邮件和来电，确保不必要的打扰干预客户关系和前台同事的对客服务。
·
Check and prepare for VIPs arrival and
departure.
检查和准备重要客人的抵达和离店。
·
Maintain accuracy Guest Profile Databases and
follow up on daily tasks.
维护客史数据的正确性和每日跟进适宜。
·
Groups arrival / departure preparation and
handling.(Task of MICE Specialist)
团队到达和离店的准备工作和处理。（团体会议协调员的工作）
·
Prepare for future arrivals and departures
proactively.
积极地准备预计客人的抵达和离店适宜。
·
Ensures that “Down time Reports” are printed and “Traces” are followed up
accordingly.
确保“系统瘫痪报表”及“跟踪报表”的及时打印与有效落实。
·
Go back and
operation on Managers’ instruction.
在必要时听从经理安排回到运营中支援。
4. Leadership
领导能力
·
Communicates standards to staff..
向员工传达酒店标准。
·
Conducts daily inspections of grooming and
appearance.
每日督导员工的仪容仪表及工作表现。
·
Maintains proper conduct standards.
保证操作标准。
·
Conducts individual counselling when
required.
需要时进行个别指导。
·
Ensure work assignments are completed.
确保完成所分配的工作。
·
Reviews work procedures.
审核工作程序。
·
Recommends improvements in attendants work Procedures.
对员工的工作程序予以提示，以便于不断提高工作质量及效率。
·
Reviews and makes recommendations of
staff on probation.
对试用期内的员工提供参考意见。
·
Assists with and conducts annual performance
appraisals.
协助员工的年度评估。
5. Productivity
& Staff Allocation
创造力和员工分配
·
Prepares daily work assignments and
responsibilities.
准备每日工作的安排及相关职责。
·
Ensures productivity standards are met and
maintained.
确保所完成的任务符合标准。
·
Supervises Front Office operation and
workflow to maximize guests’ satisfaction.
督导前台运做及工作安排，以确保最大程度地为客人提供喜出望外的服务。
·
Ensures work procedures are adhered to in
order to maximize efficiency.
严格按照程序进行操作以确保最佳工作效率。
6. Communication
沟通
·
Conveys important information on hotel and
department to staff.
向员工传达酒店及其部门重要的信息。
·
Daily advises staff on functions, meetings
and special promotions in the outlets.
每日向员工传达给酒店宴会、会议及酒店营业点特别促销推广等活动信息。
·
Encourages feedback and suggestions from all
staff.
鼓励员工积极反馈和合理化建议。
·
Communicates staff feedback, suggestions and
Concerned.
就员工的反馈、建议和所关注的问题进行交流。
·
Highlights problems, challenges and
Achievements.
强调存在的问题、挑战及所取得的成果。
·
Provides input about operational matters.
提供运作投入。
·
Reports any loss or damage of furniture,
fixtures or equipment.
就设施设备、固定资产的遗失及损坏予以汇报会。
7.
Training Function
培训
·
Prepares for and conducts new employee
orientation.
进行新员工入职培训。
·
Conducts skills training.
进行员工技巧培训。
·
Continually coaches and provides training
assistance to staff.
坚持不懈地为员工提供培训及指导。
·
Conserves water and energy by adhering to
environmental / energy conservation.
遵守环境能量保护条例以节约用水，能量。
·
Observes staff performances, notes areas that
require improvement, and recommends training.
观察员工工作表现，记录所需要改进的方面，并就培训予以建议。
8. Health,
Safety & Hygiene
健康，安全和卫生
·
Ensure that all established hygiene
procedures and rules are strictly adhered to.
确保严格按照既定的卫生程序、规则进行操作。
·
Conducts regular checks on status of
equipment and machinery.
定时检查机器设备的工作情况。
·
Reports and writes work orders when needed.
需要时，记录、开立工作单。
·
Observes and coaches staff on safe working
habit.
观察并教育员工养成安全的工作习惯。
9. Adheres to
Hotel Vision, Mission & Values
坚持酒店的前景，使命和价值
·
Knows, understands and is committed to The
Langham Shanghai Xintiandi Vision, Mission and Values.
了解、掌握并承诺履行朗廷酒店的前景目标，使命和价值观。
·
Is guided by the Vision, Mission and Values
in all contact with guest and other staff.
在与客人、同事的接触中,以前景、使命和价值观为指导原则。
10. Other
duties & Responsibilities
其它职责
·
Performs any other duties or tasks as
assigned by Department management.
完成管理层所分配的其它工作。
·
Performs all duties in a manner that is
environmentally responsible.
领导员工重视环保责任。
·
Reduces waste of supplies and paper and other
materials.
减少浪费客用品，纸张和其他原料。
·
Conserves water and electricity.
节约水电。
·
Recycles glass, cans and paper when possible.
允许时，要循环利用玻璃杯，易拉罐和纸张。
REQUIREMENTS
职位要求
Education 教育学历
·
Certificate /
Diploma / Bachelor in Hotel Management
酒店管理证书、文凭、学位
Experience 经验
·
Five years related
working experience in hotel, at least 2 years in similar capacity in line with supervisor.
五年相关的酒店工作经验，至少两年相关岗位或前台主管职位经验
·
Leadership skills and excellent
inter-personal skills.
很强的领导能力和人际交往能力
·
Displays initiative.
表现主动性
·
Commitment to professional values and
integrity.
专业价值和诚信为承诺
Job Skill / Knowledge 工作技能 / 知识
·
Out-going
personality
性格开朗
·
Good communication
skills
良好的沟通技巧
·
Office
administration experience
具备办公室行政经验
Computer Knowledge 电脑知识
·
Knowledge of MS
office software
MS office软件应用知识
·
Opera PMS
酒店Opera系统
·
FCS
FCS系统
Language Proficiency 语言能力
·
Good command of
English and Mandarin, other languages are beneficial
良好的英语和普通话，懂其他语言为佳