Position Overview:
职位描述:
Responsiblefor management and running of the Housekeeping, Public Areas, Laundry, Floristand Landscaping in an efficient and cost controlled manner. Management of allcolleague’s requirements to meet the demands of the operation and ensuring theultimate guest and colleagues satisfaction by providing an unblemished servicethat create amazing experiences and everlasting memories in accordance with theset standards, policies and procedures set by the resort. This role has a high level of guest impactdirectly and indirectly. The cleanliness and presentation of each guest room,public areas and linen has a large impact on the guest’s stay and it isimperative that each area meets the resort standards on arrival of the guestsand consistently throughout their stay.
高效率地管理和运作客房部,且做到很好地管控成本,责任还包括公共区域、洗衣房、花房和园林绿化。领导部门的所有同事做到符合运营要求,严格遵循度假酒店制定的标准、政策和程序,通过为客人和其他同事提供零瑕疵服务而令他们满意,并且为他们创造美好的体验和终生难忘的回忆。这个角色在对客方面不论是直接还是间接都有很大的影响。每一间客房、每一处公共区域和每一件布草的洁净呈现都会给客人的入住体验造成正面的影响,所以很必要使每一个环节都符合度假酒店提出的标准,而且并把它贯穿到从客人到店开始一直到离店的整个入住期
The Role:
岗位职责:
OPERATIONS 运营
1. Overseas operation ofHousekeeping department 全面负责客房部的运营工作
2. Interact withindividuals outside the resort, such as suppliers, contractors and competitors 同酒店外部有个人交流,如供应商、承包人和竞争对手
3. Manage in conjunction with the Laundry Managerthe inventory and control of linens as they relate to restaurant, guestroom,suite and villa 与洗衣房经理一起管理并控制餐厅相关布草、客房、套房和别墅的布草库存
4. Oversees operation ofLaundry / Valet and Uniform Room 全面负责管理洗衣房、送洗服务和制服房
5. Verify status on room reports, determinediscrepant rooms, prioritize and update status of departing guest rooms 根据报告上的房态,查明差异,优先更新退房状态
6. Ensure that staffing level requirements are metwhen both minimum and maximum occupancy levels dictate 确保人员的配备按照要求符合住房率最低和最高水平
7. Responsible for non-valuable lost and founditems in Resort负责酒店非贵重物品的失物招领
8. Conduct regular inspections of the resort toensure adherence to cleanliness and maintenance standards 确保按照卫生标准和维护标准定期组织检查工作
9. Lead departmental meetings for the team inorder to streamline communication 为了保证通畅的信息沟通和传达定期领导举办部门会议
10. Accepts responsibilityfor carrying out other management duties as requested by the General Managerand / or the Director of Rooms 接受总经理或房务总监要求的其它管理任务
GUESTSATISFACTION 宾客满意度
1. Create luxury for the senses by developing andimplementing the service experience agreed with the General Manager
通过发展和执行总经理批示的服务体验为客人创造超奢华感受
2. Ensure delivery of the company experience byreviewing resort operations from the guests’ perspective as well as thebusiness perspective
通过从客人的角度及经营的角度回顾酒店的运营,确保公司的服务理念被付诸实践
3. Maintain a strong, personalized relationshipwith guest and ensure that their every need, however demanding, is satisfied atall times
跟客人保持良好的、个性化的宾客关系,确保他们的需求,不管有多高的要求,总是都被满足到
4. Research and record guest preferences inconjunction with team members in developing strategies to enhance the WOWfactor
联合团队成员一起研究并记录客人的喜好,并开发提高创造“哇”惊喜因素的战略
5. Keep current on the pulse of guest, constantlyseeking opportunities to follow up on and enhance their experience
深入了解客人当前的情况和需要,不断地寻求机会提高客人的入住体验
6. Work closely with the Engineering, Front OfficeManager and Guest Services Manager to ensure effective coordination of guestarrivals and departures to the highest level of product delivery
紧密地与工程部、前厅经理和宾客关系经理合作,确保客人的到达和离店等信息有效地传达和协调,使客人获得高质量的服务
LEADERSHIP 领导力
1. Deal expeditiously with any misuse ofequipment, misbehavior or breach of policy or procedure
迅速地处理任何的设备滥用、不当行为或者违背政策和程序等规章制度的行为
2. Train, motivate, evaluate, coach, mentor anddirect team members and team leader to meet desired goals
培训、激励、评估、指导和带领团队成员和主管,从而达到预期目标
3. Apply corrective discipline where necessary toensure professional conduct and expected performance levels at all times
必要的时候运用纪律惩罚措施纠正错误行为,确保始终保持专业行为和所期待的工作表现水平
4. Remedy any unsafe practices and conditionsimmediately
立即纠正任何不安全的行为和状况
5. Maintain positive & professionalrelationships with all other departments and rapport with guests and visitorsto the resort
与其他部门维持积极正面和专业的关系, 与酒店住店客人和访客保持友好和谐的关系
FINANCIAL 财务业绩
1. Develop the annual budget in conjunction withthe Director of Rooms, Director of Finance and General Manager
与房务总监、财务总监和总经理一起制订年度预算
2. Regularly monitor actual vs budgeted expenses
定期监查实际花销对比预算花销
3. Control the elements that determine thedepartment’s profit and loss by managing all major operating expenses tominimize costs while providing excellent guest and team member services.
通过对主要运营开销的管理将成本最小化,同时又能为客人和团队成员提供优质服务,从而控制已判定的影响部门盈亏的因素
4. Maintain accurate par levels and inventory ofsupplies and equipment within the department
保持部门运营用品的库存和盘点客房部用品和设备
5. Bear ultimate responsibility for monitoringconsumption and ordering replacement of linen and cleaning supplies
对监督消耗品的使用和补充布草和清洁用品的订购承担最终极责任
ADMINISTRATION 行政
1. Develop, participate in and implement businessplans for the resort that are aligned with the company’s vision, mission,principles and strategies
参与开发并执行酒店与公司愿景、使命、原则和战略一致的经营计划
2. Develop and implement strategies forhousekeeping that support achievement of the resort’s goals
开发并执行客房部的战略计划从而支持酒店目标的实现
3. Attend and ensure attendance of team members atall training sessions, courses and seminars
参加并确保团队成员参加所有的培训、课程和会议
4. Perform any guest related duties assigned by directreport
执行上级分派的任何与客人相关的工作和任务
5. Constantly seek newways and ideas to achieve the vision and mission of the resort
不断地寻求新的方法和想法从而实现酒店的愿景和使命
Talent Profile:
岗位资质:
1. Knowing the rules and regulations of Capella Tufu Bay,Hainan
熟悉海南土福湾嘉佩乐酒店的规章制度
2. Highly effectivecommunication skills (written and verbal)
高效的沟通能力(书写和口头)
3. Competent presentationand public-speaking abilities
出色的口才演讲和公众演说的能力
4. Ability to build solid& genuine relationships with customers
具备能与客人建立真诚实意的深厚宾客关系的能力
5. Highly organized andable to prioritize and meet deadlines in a fast-paced environment
工作上井井有条,能够在紧张快速的氛围中分清主次,按照轻重安排工作从而准时完成各项工作任务
6. Excellent command ofEnglish, written and verbal
良好的笔头和口头英文水平
7. Computer literacy amust, with a highly proficient knowledge of Word, Excel, Word, Outlook andPowerPoint.
必须具备电脑书写的能力,能够熟练使用办公软件:Word, Excel,Outlook 和PowerPoint
8. Self-confident,creative and proactive, able to prioritize and make effective decisions
自信、创新并且有积极主动性,能够分清主次并作出有效的决定
9. Highly effectiveleadership
高效的领导力
10. Ability to maintain ourminimum standards, colleague performance and customer satisfaction
能够维护我们的最低标准,同事的工作表现和宾客满意度
COMMUNICATION 沟通与交流
1. I foster two-way communicationbetween myself and my colleagues
与员工之间寻求双向交流
2. I respond to questions and requestswith complete answers and follow up appropriately
对提出的问题及要求即时响应及提供完整全面的回复并合理的跟进
FUNCTIONAL SKILLS AND KNOWLEDGE 职业技能与知识
1. I understand the full scope of myduties and demonstrate initiative
全面了解岗位职责并积极展现主动性
2. I take responsibility for my actions
对自己的行为负责
RESPONSE TO SUPERVISION 监管回应
1. I demonstrate respect for my leaders
尊重领导
2. I respond to supervision positively
积极响应并进行监管
TEAM MANAGEMENT & DEVELOPMENT /INFLUENCING & WORKING WITH OTHERS 团队管理和发展/影响力和团队协作
1. I promote co-operation and trust within myimmediate team, department and property as a whole
以团队、部门及酒店为整体,促进团体的协作及信任
2. I provide regular training and developmentopportunities for my colleagues to perform their duties effectively
为员工提供日常培训和发展机会以促进工作效率
3. Where Colleagues do not have anyone tosupervise, then the competency will be replaced by with the following 2behaviors:
对无直接下属的同事可遵循以下2种方式:
4. I promote co-operation and trust within mycolleagues and work environment
在工作中给予同事充分的配合及信任
5. I openly share my skills and knowledge in mywork environment
在工作中分享技能与知识
PROBLEM SOLVING & DECISION MAKING解决问题与合理决策
1. I demonstrate a logical problemsolving approach
展示有逻辑解决问题的途径
2. I can be entrusted to make decisionswhen required
关键时果断做出决策
INNOVATION & CREATIVITY 改革与创新
1. I regularly seek new opportunitiesfor change
寻求新的契机变化
2. I assist in resolving resistance tochange
排除阻力应机变化
DRIVE FOR RESULTS 注重实效
1. I set clear, realistic andchallenging goals for my department & team
为团队及部门设定清晰有挑战的目标
2. Icommunicate the business targets to my team/peers and am able to steer them toachieve the results
与员工分享经营目标并驱动部门团队与同行达到目标要求
Education学历:University / College degree or a formal education inManagement本科或大专管理专业学历(可选择的)。
Experience:经验:In depth knowledge of Hospitality, Approximately 3-4 years’ experience as a Manager / Assistant Manager有丰富的酒店行业知识,要求约3-4年的经理或副经理级的工作经验。
Other 其他::Additionallanguage ability preferred. 具有其他语言能力将优先考虑。