运营总监

代苏高新锦棠酒店管理（苏州）有限公司旗下酒店招聘
Operations/Property Management营运/资产的管理
1. 与运营管理团队一起制定及引导和品牌战略一致的运营战略及可持续的工作流程系统。
Works with operation management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution. Works with team to put sustainable work processes and systems in place that support the execution of the strategy.
2. 确保运营内部有效沟通（例如：班次例会，员工会议），确保部门信息/目标传达清晰且一致。
Ensures that regular, on-going communication is happening in Operation Department (e.g., pre-shift briefings, staff meetings). Continually communicates a clear and consistent message regarding departmental goals to produce desired results.
3. 掌握商业成功的关键因素，并且保证运营负责人时刻关注极其重要的关键因素来追求结果；确保部门目标的统一性。做出正确且必要的决定以确保酒店朝着目标迈进步伐。
Identifies key drivers of business success and keeps Operations leadership focused on the critical few to achieve results; ensures integration of departmental goals in game plans. Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
4. 确保品牌及区域业务得到实施并跟进，并和团队保持必要的沟通。
Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
5. 研究和分析新产品，价格和竞争服务。向管理团队建议新想法，使酒店能够保持竞争力。
Researches and analyzes new products and pricing and services of competition. Introduces ideas to leadership team to enable property to remain competitive.
6. 运用报表审查内部业务及潜在业务，解决潜在冲突，增加收益及提供良好的客户服务。
Works with direct reports to review business in house and potential business in area and troubleshoot potential challenges/conflicts; encourages calculated risk-taking to generate incremental revenue and deliver excellent guest service.
7. 识别及分析运营上会遇到的挑战，提供解决方案以防止再次发生。
Identifies and analyzes operational challenges and facilitates the development of solutions to prevent reoccurrence.
8. 在所有运营区域营造良好的工作氛围，以满足或超越客人期望值为目标。
Creates an atmosphere in all operations areas that meets or exceeds guest expectations.
9. 研究新产品服务趋势，向运营部门提供新想法以保持竞争力。
Researches new products, services or trends and introduces ideas to operations to enable property to remain competitive.
10. 审查人员配置以确保服务，运营需求，收入目标得到满足。
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
11. 定期和员工及客人沟通，了解需求。
Tours building on a regular basis speaking with associates and guests to understand business needs and assess operational opportunities.
12. 与社区或当地政府一起合作，确保以能够互利的方式解决涉外及外部各方问题。
Works with community and local officials to ensure operational issues that involve external parties can be resolved in a mutually beneficial manner.
13. 沟通和执行部门或酒店应急程序，确保运营部门员工也能做到。
Communicates and executes departmental and hotel emergency procedures and ensures operations staff can do the same.
Guest Satisfaction 宾客满意度
1. 拥护品牌的产品和服务愿景，确保运营部门领导团队的一致性。
Champions the brand’s service vision for product and service delivery and ensures alignment amongst the Operation Departments leadership teams.
2. 鼓励员工提供优质的服务，参加每日例会，在与客人和员工的互动中塑造品牌所需的服务。
Fosters associate commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and associates.
3. 示范和传达对品牌目标客户满意度的主要驱动力，确保服务到位以达预期效果。
Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer profile; ensures core elements of the service strategy are in place to produce the desired results.
4. 与客人互动以获得产品质量，服务水平，总体满意度反馈，有效回应和处理客人遇到的问题及投诉。
Is highly visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction; effectively responds to and handles guest problems and complaints.
5. 观察员工行为，提供反馈，帮助员工提高业务水平。
Observes service behaviors of associates and provides feedback to individuals and/or managers; continuously strives to improve service performance.
6. 协助/参加团队会议，了解团队需要，对运营团队设定适当的期望值及传达关键信息。
Facilitates/attends pre- and post-convention meetings to understand group needs, sets appropriate expectations and communicates critical information to Operations team.
7. 定期回顾客户反馈卡，客人满意度结果，并改进不足之处。与团队领导一起回顾调查结果，并采取适当的纠正措施。
Reviews comment cards, guest satisfaction results and other data to identify areas of improvement. Reviews findings with leadership team and ensures appropriate corrective action is taken.
8. 分析服务问题及趋势。帮助开发创造性的解决方案，以不断提高客人满意度。
Analyzes service issues and identifies trends. Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
9. 关注可能潜在发生的团队问题，例如：场地冲突问题，账单处理等，并和团队一起提供有效的解决方案。
Focuses on service failures or potential service failures for high profile groups e.g., space conflicts, direct billing errors or denials and works with team to identify long term solutions.
10. 将客人满意都作为站会/运营会议的重要组成部分，强调以创造创新方式不断改进。
Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
11. 确保客户认可程序在运营部门得到有效实施。
Ensures that a customer recognition program is in effect throughout operations department areas.
Human Resources 人力资源
1. 聘用能够有专长，有创造力及领导力，能满足运营业务需求的管理团队成员。
Hires operations management team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation.
2. 确保对所属部门制定定向培训计划，员工接受相对应的入职培训以帮助今后工作的完成。确保参加部门交叉培训的员工能支持部门日常工作。
Ensure the development of targeted training plan for the department and associates receive the appropriate new hire training to successfully perform their job. Ensures managers cross-train associates to support successful daily operations.
3. 针对运营部门经理及员工，根据个人长处，发展需求，职业抱负及能力，制定适当的培养计划。
Creates appropriate development plans and develops team members based on their individual strengths, development needs, career aspirations and abilities. Ensures the same is done for all managers in the Rooms and Food and Beverage operations departments.
4. 参与管理者候选人的甄选程序。
Participates in the Management Candidacy Review Board Process.
5. 利用绩效评审程序，设定目标，并要求员工对业绩负责。通过具体的反馈带领团队提升。根据操作标准，进行年度绩效考核。
Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance; coaches team by providing specific feedback to improve performance. Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
6. 确保服务技巧和领导力培训贯穿于所有运营部门以支持每日的日常运作。
Ensures service, technical skills and leadership training occurs throughout the rooms areas to support successful daily operations.
7. 在运营部门中，建立并保持开放式的协作关系。
Establishes and maintains open, collaborative relationships with direct reports and entire operations team; ensures direct reports do the same for their team.
8. 积极收集员工反馈，根据员工满意度结果找出并解决相关问题或员工疑虑。确保员工的得到公平公正的对待，必要时需要人力资源部提出问题。
Actively solicits associate feedback, reviews associate satisfaction results to identify and address associate problems or concerns. Ensures associates are treated fairly and equitably, brings issues to the attention of Human Resources as necessary.
9. 确保顶起进行运营部门有对进行日常运营，设立期望值及创造业务目标进行沟通。
Ensures that regular on-going communication takes place in rooms areas to communicate daily operations activities, set expectations and create awareness of business objectives.
10. 庆祝并公开表扬团队成员的贡献。
Celebrates successes and publicly recognizes the contributions of team members; ensures recognition is taking place across all rooms operational areas.
11. 确保酒店政策得到公平和统一的管理，按照操作标准完成部门程序及文件，并支持同行审查。
Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
Sales and Revenue Management 销售和收益管理
1. 提供总体销售策略，并确保与品牌的业务战略，定价，酒店定位在市场上的一致性。
Provides input & supports overall sales strategy; ensures alignment with the brand business strategy and proper pricing and positioning of the property in the market.
2. 提供有洞察力的建议。
Provides recommendations to meet yield and penetration objectives.
3. 平衡销售目标和餐饮运作能力。
Balances sales goals and commitments and F&B operations ability to deliver against them.
4. 参加收益管理会议，根据散客占比和团队收入提供价格建议。预防问题发生并积极采取行动解决问题。
Attends the Revenue Management meeting, evaluates mix of transient and group revenue and provides pricing recommendations, anticipates problem dates and proactively takes action to resolve problems.
5. 确保运营团队有积极进取的销售目而制定的销售策略，并激励团队每个人去实现目标，优化目标。
Ensures operations team has a sales strategy with aggressive sales goals and motivates individuals to achieve these goals and maximize performance.
6. 参加月度的预算会议，预测长期的规划需求。
Attend monthly projection meeting to anticipate long-term planning needs.
7. 定期与酒店会议策划者进行沟通，评估运营部门操作是否能达到服务标准并提供反馈给各运营部门。
Communicates regularly with meeting planners on property, evaluates if operations is meeting service needs and provides feedback to operations team.
8. 参加会议策划者的访问或视察。
Participates in meeting planner site visits or inspections and prepares operations team for the same.
9. 通过参加地方性活动或赞助活动来发展并强大社区和公共关系。
Develops strong community and public relations by participating in local events or sponsoring activities that showcase the property.
Financial Management 财务管理
1. 审查财务报表，根据预算确定运营绩效。确定需关注的区域，并制定改善部门财务状况的方法。在运营部门领导成本控制工作，必要时可组织重组。
Reviews reports and financial statements to determine operations performance against budget. Works with direct reports to determine areas of concern and establish ways to improve the departments’ financial performance. Leads cost containment efforts within operations including organizational restructuring when necessary.
2. 指导和支持团队有效管理入住率，价格，工资和可控费用。在不损害客人入住体验及员工满意度情况下保持利润。
Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses. Focuses on maintaining profit margins without compromising guest or associate satisfaction.
3. 推陈出新，支持必要的改革，以创造增加利润和创造价值的机会。
Identifies opportunities to increase profits and create value by challenging existing processes, encouraging innovation and driving necessary change.
4. 审查工资进度报表，将预算工资和实际工资进行比较，处理问题领域并对结果负责。
Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaches direct reports to address problem areas and holds team accountable for results.
5. 进行比较分析，收集最佳做法，并指导运营团队建立新的流程或改进现有流程从而优化工作效率。
Conducts comparative analysis, gathers best practices and directs operations team to either establish new processes and/or improve existing processes to yield greater productivity e.g., group check-in process.
6. 谈判零售商，服务供应商合同，根据操作标准，使酒店利益最大化。
Negotiates contracts with retailers, service vendors and other contractors to obtain agreements that are beneficial for the property in accordance with SOPs.
能力要求：
Specifications:
1. 丰富的餐饮或房务等运营部门的管理经验及知识和技能。
Strong F&B and Conference & Banqueting operations knowledge and skills.
2. 丰富的领导和人员管理技能，附加培训技能。
Strong leadership and people management skills, added with good training skills.
3. 以客户为导向，并能够自信地建立和超过服务标准。
Guest oriented and able to confidently build and exceed the service standards.
4. 精通服务接待，成本控制，商务谈判和财务等方面的知识。
Proficient in service reception, cost control, business negotiation and financial knowledge.
5. 丰富的人际处理能力并关注细节。
Strong interpersonal skills and attention to detail.
6. 具有很强的问题解决能力，必要时鼓励新的解决方法
Strong problem-solving skills; encourages new innovative solutions when appropriate
7. 拥有很好的英文沟通能力(口语和书写)。
Good command in English (verbal & written).