Director of Operation 运营总监

Primary Responsibilities
主要职责
Manage the Daily Operations
管理酒店日常运营
·
Communicate management
strategy and targets to department heads and line talent and lead the team to
achieve the goal(s).
与各部门经理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。
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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。
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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, ENG etc., arrange Front Office Manager/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、工程部等分享；安排前厅部经理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。
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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。
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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。
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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
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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。
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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。
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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。
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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。
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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。
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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。
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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。
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Focuses on the stay experience for LCAH members.
致力于提升雅高乐雅会会员的入住体验。
Management
and leadership of the Front Office Team
管理及领导房务部团队
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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。
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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。
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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。
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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。
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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。
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Recruit, induct and train a Front Office 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前厅部团队。
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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。
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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。
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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
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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。
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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。
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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。
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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。
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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。
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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。
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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。
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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。
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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。
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Participate in hotel’s Executive on Duty program.
参与酒店的行政值班。
Other
Responsibilities
其他职责
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Perform other related duties & special projects as assigned by the
supervisor.
随时执行上级分配的其他相关任务或特殊项目。
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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。
Main
Complexity/Critical Issues In The Job主要复杂/关键工作事项
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Directs and co-ordinates management/operation strategy of
the Rooms Division.
指导和统筹房务部的管理/运营战略。
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Supervises and directs the daily operation of Rooms
Division to ensure maximum guest satisfaction.
管理和督导房务部的日常运营以确保客人得到最满意的服务。
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Manage projects
strategically, while being hands-on and detail-oriented, acting as a catalyst
for making things happen.
从战略高度管理项目，在实践和注重细节的同时起到催化剂的作用以成事。
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Ensure wherever possible
that colleagues are provided with a work place free of discrimination,
harassment and victimization.
确保提供给同事们一个没有歧视、骚扰和危险的工作环境。
Knowledge and Experience知识和经验
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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，并在国际奢华酒店商务管理方面进行过良好的培训和教育
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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
Competencies 技能
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Strong organizational & leadership skills
优秀的组织能力和领导能力
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Analytical skills a must combined with creativity
and initiative
结合了创造性和主动性的分析能力
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Excellent interpersonal & communication skills
优秀的人际关系和沟通能力
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Highly organized, quality and results oriented
person
极具计划性，并以质量和结果为导向
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A passion for perfection
追求完美
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Service oriented with an eye for details
以服务为导向的敏锐洞察力
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Confidently able to
resolve problems and make decisions
自信的解决问题与决策的能力
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Good presentation and influencing skills
优秀的表达和影响力
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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
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Effective management style, hands-on and
approachable
有效的管理风格，亲力亲为，平易近人
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Proven effective development of others, great
motivator
善于发展他人及卓越的激励能力