运营经理/运营总监

PRIMARY RESPONSIBILITIES
主要职责（制定和管理实施房务部（客房、前厅、康体、汤泉）及餐饮部的运行计划、预算计划，管理所有营运部门）
Administration
行政管理
§ Assist to ensure that the Operation Department activities are aligned with the respective Corporate Strategy, and that the Hotel Actions have been implemented where appropriate.
协助确保运营部运作符合其酒店策略，执行酒店规章。
§ Oversee the preparation and update of individual Departmental Operations Manuals.
监督部门营运手册的准备和更新工作。
§ Conduct regular divisional communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.
协助定期主持召开部门沟通会并确保分部门例会和会议确实有效且在必要时进行指导。
Customer Service
对客服务
§ Ensure that all employees deliver the brand promise and provide exceptional guest service at all times.
确保所有员工遵循品牌承诺并始终提供优异的对客服务
§ Ensure that employees also provide excellent service to internal customers in other departments as appropriate.
确保员工同样在适当的时候为其他部门的内部客人提供优质服务。
§ Handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
礼貌而高效地处理所有客人和内部客人的投诉和询问，确保问题得到圆满解决。
§ Maintain positive guest and colleague interactions with good working relationships.
与客人和同事保持基于良好工作关系的互动接触。
§ Establishes a rapport with guests, maintaining good customer relationships.
与客人建立并保持良好的客户关系。
§ Personally and frequently verify that guests at conferences and Operation Department are receiving the best possible service.
经常亲自证实酒店客人得到的是最好的服务。
§ Spend time at Operation Department (during peak periods) to ensure that they are managed well by the respective employees and functions to the fullest expectations.
在运营区域花时间巡视（高峰时段）以确保员工很好地管理餐厅区域并使各项活动达到最佳满意度。
Financial
财政
§ Maximize employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
将员工的工作能力通过多项技能、多项任务和有弹性的日程安排运用而达到最大化，以完成经营上的财政目标和顾客期望。
§ Assist to improve productivity levels and the need to prudently manage utility/ payroll costs within acceptable guidelines, ensuring optimum deployment and energy efficiency of all equipment.
协助工作效率水平的提高以及在适用的原则指引下对于设施设备或者支出成本的慎重管理的要求以达到所有设备的最佳调配和能源使用效率。
§ Assists to ensure that the outlet is operated in line with maximizing profit while delivering on the brand promise.
协助确保遵守品牌承诺以追求利润最大化为原则进行部门运作。
§ Assist the Director of Operation to achieve the monthly and annual personal target and the department’s revenue.
协助总经理达到月度和年度个人目标和部门营业收入。
§ Ensure that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information
确保与财务记录的保留、钱款处理和许可以及及时而准确的财政信息的上报全部符合酒店、公司和本地的制度、政策和规章的规定。
§ Assist in the inventory management and ongoing maintenance of hotel operating equipment and other assets.
协助进行盘点管理和酒店营运设备和其他设施持续的保存保养。
§ Manage costs proactively based on key performance indicators, work with the respective Heads of department as appropriate.
以主要的业绩表现指数为基础对成本进行预先管理控制，适当的时候让各个部门经理参与其中。
§ Ensure new technology and equipment are embraced, improving productivity whilst taking work out of the system.
确保使用新技术和设备，简化工作系统提高工作效率。
Marketing
市场
§ Prepare annual marketing plan with members of the department, as a base of annual marketing plan of Operation Department Dept.
与部门成员一起准备年度市场计划，作为完成营运部年度市场计划的依据。
§ Evaluate local, national and international market trends, vendors and other hotel/restaurant operations constantly to make sure that the hotel’s operations remain competitive and cutting edge.
不断评估当地、国内和国际市场趋势、供应商和其他酒店/竞对企业营运状况以确保酒店自身经营状况保持竞争力和领先位置。
§ Continuously seek Marketing and Public Relations opportunities to increase awareness and ultimately business.
不断寻求市场和公关方面的机会以加强关注力并最终带来生意。
Operational
营运
§ Ensure that minimum brand standards have been implemented.
确保酒店所有的乃至最细小的品牌标准都要被贯彻执行。
§ Embrace all the standard of ZhanYun Hotel expectations.
遵循执行瞻云酒店期望值。
§ Work closely with other Outlet Managers in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
以支持和灵活的态度与其他员工紧密合作，着眼于整个酒店的成功和酒店客人的满意度。
§ Ensure that Operation Department employees work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
确保运营部员工以支持和灵活的态度和“团队协作”的精神与其他部门合作。
§ Ensure consistent check and supervision on Operation Department items during operation, making feedback as appropriate.
在营运过程中将对于运营产品的检验和监督贯穿始终，并在适当的情况下作出反馈。
§ Supervise on restaurant services and catering standards, implement correct measure with, Executive Chef and Sous Chef where necessary.
监督餐厅的服务和运营标准。在必要的地方，与行政总厨和厨师长一起实施正确的措施。
§ Carry out inspection on Operation Department operation with Executive Chef frequently and thoroughly.
与行政总厨对运营营运进行频繁而全面的检查。
§ Supervise usage of fresh products in the meal preparation procedure.
监督运营准备中新鲜产品的使用。
§ Give assistance to the Executive Chef / Sous Chef on creative suggestions and ideas.
协助行政总厨/厨师长提出富有创意的建议和想法。
§ Give assistance in monitoring the monthly inventory of all operating equipment and operating supplies.
协助监督对所有运营设备和营业用品的月度盘点。
§ Communicate on daily operations and quality control with kitchen closely.
针对每日营运和质量控制与厨房密切沟通。
§ Have a thorough knowledge and understanding of all Restaurants, Bars & Events items in the menu and the ability to recommend Restaurants, Bars & Events combinations and up sell alternatives.
对菜单上的所有菜品和饮料有全面的知识和理解，并能推荐菜品和饮料的搭配及促销。
Personnel
人事
§ Assist in the recruitment and selection of all restaurant employees. Adhere to hotel guidelines when recruiting and use a competency-based approach to selecting employees.
协助所有运营员工的聘用和筛选。在招聘时遵循酒店指示，在筛选员工时以能力为基础进行选择。
§ Oversee the punctuality and appearance of all Operation Department employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
监督好所有运营部员工保持规范的形象，根据酒店和部门的仪容仪表标准，确保他们穿着正确的制服并保持高水准的个人形象及卫生。
§ Maximize the effectiveness of employees by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.
经过适当的培训、指导和/或教导，通过提高每位员工的技能和能力将其效力发挥到最大化。
§ Conduct annual Performance Appraisal with employees and to support them in their professional development goals.
协助指导员工进行年度表现评估，支持他们的职业发展目标。
§ Assist in the development of Departmental Trainers through ongoing feedback and monthly meetings.
通过持续的反馈和月度会议来协助部门培训员不断进步。
§ Plan and implement effective training programmes for employees in coordination with the Training Manager and Departmental Trainers.
与培训经理和部门培训员协调，为员工制定培训计划并落实有效的培训课程。
§ Assist in the preparation and posting of weekly work schedules, making sure that they reflect business needs and other key performance indicators.
协助每周工作时间安排的准备和记录，确保可以反映出营业需求和其他重要的业绩指数。
§ Encourage employees to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.
鼓励员工的创造性和创新,挑战和认可他们对于酒店经营的成功所作出的贡献。
§ Support, demonstrate and reinforce the ZhanYun Hotel Values and Culture Characteristics.
支持、证明并加强瞻云酒店价值观和文化的特点。
§ Ensure that all employees have a complete understanding of and adhere to employee rules and regulations.
确保所有员工都有一个全面的理解并遵守员工规则和条例。
§ Ensure that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
确保员工遵守所有与消防、防护和安全相关的酒店、公司和当地的制度、政策和规章。
Other Duties
其他职责
§ Exercise responsible management behavior at all times and positively representing the hotel team and ZhanYun Hotel.
在任何时间表现负责的管理行为，并以积极的形象代表酒店管理团队和瞻云酒店。
§ Understand and strictly adhere to Rules and Regulations established in the Employee Handbook and the hotel’s policies concerning fire, hygiene, health and safety.
理解并严格遵守员工手册中的规章制度以及涉及到消防、卫生、健康和安全的酒店政策。
§ Ensure high standards of personal presentation and grooming.
确保高标准的个人形象和仪容仪表。
§ Respond to changes in the Operation Department function as dictated by the industry, company and hotel. 根据行业、公司和酒店对于运营部职能要求的变化做出反应。
§ Attend training sessions and meetings as and when required.
需要时参加培训课程和会议。
§ Carry out any other reasonable duties and responsibilities as assigned.
执行分派的任何合理任务和额外职责。
RELATIONSHIPS 工作关系
External:
外部关系 ：
§ Give assistance to Sales Dept., Public and Media to complete the promotional activities of Operation Department Dept. Be familiar with the customers of Operation Department and foster good relations with them. Be maintaining revenue for the department.
协助销售部和公关媒体完成运营部的推广工作，熟悉运营部的客源和客人搞好良好的关系。维持部门的收入。
Internal:
内部关系：
§ Accomplish the department’s training work. To make a good working environment for the staff.
做好部门的培训工作。为员工维持一个良好的工作环境。
QUALIFICATIONS
任职资格
Education:
文化程度 University/ Higher Diploma graduate, major in Business Administration/ Hotel Management or equivalent
大专学历，高级文凭持有者。行政管理或酒店管理及相关专业。:
Experience: Engaged in hotel work for more than five years
工作经验: 5年以上酒店工作经验
Professional Skills： Catering school certificate is an advantage.
专业技能： 餐饮学校文凭者优先
Character： Mature
性格倾向： 性格成熟
Other: Independent, tactful with good interpersonal & communication skill.
其它要求: 工作独立、机智灵敏、人际交流与沟通技能出色。餐饮负责人出身优先