Ensure smooth daily routine operation of the Rooms Division departmentincluding Front Office, Housekeeping, Recruitment and Laundry. Ensure maximumcomfort and safety for all guests in the hotel. Be responsible for planning,controlling and co-coordinating the activities of all Rooms Division personnel.
负责房务部日常运作。确保房务部下设前厅部、客房部、娱乐部及洗衣房日常工作的顺利进行，并为酒店客人提供最大的舒适与安全。
CORE WORK ACTIVITIES岗位主要工作职责
Administration
行政
· Establish theorganization chart of the Rooms Division and delegate authority.
建立和组织房务部机构并行使领导权力。
· Participate andsupport hotel’s strategic plan, develop departments target and lead the team toachieve the goal.
参与并支持酒店战略计划，制定部门发展方针，带领团队达到各个目标。
· Be good knowledgeablewith brand standard and implement it.
熟知并执行品牌标准。
· Establish and revise the department’s SOP,P&P, rules and regulations, to ensure that standards are in accordance withthe operations manual.
建立并完善部门工作运行手册、规章制度、政策与程序，确保所有工作符合酒店标准。
· Maintains a steadyflow of communication to General Manager and delegate and to other departmentheads.
与总经理及其它部门负责人保持经常稳定的沟通。
· Make recommendationsto management on equipment, work methods, supplies and decorations.
向上级汇报有关设备、工作方法、供应品及装饰品的管理方法。
· Maintain wellrelationship with the government police, implement the police standard process.
与当地公安部门建立并保持良好的关系，执行宾客信息录入标准。
· To compile and postwork schedules, lead the team to ensure complete task correct with high efficiency.
安排和分配部门工作，督导部门各项工作计划，确保团队的工作效率，保质保量完成各项任务。
· Conducts appraisingfunctions such as hiring, performance, counselling, suspending and dismissingstaff if necessary, to ensure appropriate staffing and productivity. Consultwith section heads, Personnel Manager or delegate as appropriate in performingthese duties.
· 指导员工评估机制；比如雇佣、奖励、忠告、暂缓及必要时解除职务，以确保适当的人员分配和高效率的工作。与部门主管、人事经理或与委派的适当人员协商以执行以上责任。
· Monitor staffattendance and assist in planning work schedules, to schedule staffs annualleave and overtime.
根据工作需要主管员工出勤，安排员工年假和加班。
· Conducts Roomsregular (departmental) meetings. Conduct regular operational meetings toreview, monitor, adjust and upgrade the performance of the Department as awhole, explaining new directions and policies and procedures at the same time.
主持房务部例会，在部门例会上就部门工作做出回顾、整理以提高工作成果，同时在例会上解释新的政策和方向。
· Prepare and check variousdaily and monthly records and reports, and other reports as required.
按需求准备及检查各种日报表、月报表及其它工作报告。
· Informs otherdepartments of Rooms Division matters, ensure sell the room to be have maximumvalue, keep well communication and relationship with Reservation, Sales &Marketing and Finance departments.
向各部门传达涉及房务部的事务，尤其是保证前台最大价值卖房，以及与预订部、销售部及财务部保持密切联系。
· Organize or supporthotel or department programs and activities.
组织安排部门活动，支持酒店各类项目及活动。
· Obey the MOD dutyroster, apply to get approve in advance if will have any changes.
服从周末及节假日行政值班表，如需调整，需要提前申请并得到同意
Financial and RevenueResponsibilities
财务及收入职责
· Aware of financialtargets, works with superior to prepare department’s budget and capex.
了解财务目标，协助上司准备部门各项预算。
· Prepare P&Lanalysis. Controls department cost to match budget base on improvingperformance.
在发展的基础上分析和控制部门的现行成本以确保成本符合预算。
· Monitors and controlsinventories for operating equipment and items to ensure par stocks aremaintained, to order the replacements within plan.
管理和控制经营设备及运作物资储存数量的盘点，进行计划性采购。
· Ensure sell the roomto be have maximum value.
保证前台最大价值卖房。
· Increase theUpselling revenue to achieve and exceeding the targets.
提高客房升销收入，完成并超越预算。
· Increase theTransportation, laundry room and Recreation revenue to achieve thetargets.
提高车队、康乐以及洗衣房收入，完成预算。
· Participate toincrease the hotel revenue to complete the targets.
参与提高酒店其它各项收入，完成预算。
· To strict controlover the process of free upgrade, complimentary welcome amenities or breakfastand complimentary transportation, to avoid loss the revenue.
严格控制客房免费升级、免费水果/饮品及免费早餐及免费接送赠送流程，避免酒店收入的损失。
· To strict controlover the process of high balance, rebate, accounts transfer or adjustment, memberpoints, monitor the pretty cash in the Front Office department, all aboveprocess in according with finance policy.
严格控制押金不足、费用减免、转账调账、会员积分流程，监管部门备用金，符合财务制度。
· To strict controlover the master key and room key making and distribution process, to avoid anydamage.
严格控制万能钥匙及房卡制作及发放流程，避免钥匙管理混乱带来的损失。
· Cooperate with Sales& Marketing Department or Food & Beverage Department in hotelpromotions to launch related packages.
与市场销售部或餐饮部合作，制定相关推广活动
· Recycles where-everpossible and enforces cost saving measures to staff
在任何可能的情况下进行资源循环利用，增强员工的成本控制意识。
· Authorise expenses tokeep balance of capital and operating budgets.
权衡主要的运作成本及支出，保证收支平衡。
· Control the cost of goodspurchased, services supplied and necessary labour to the sales and productionof our products and service.
控制采购成本，服务期间支出及必要劳动力成本。
Training and HumanResources
培训和人力资源
· Planning and revisedepartment manning within hotel’s policy and guide, to interview and hireassociates.
配合酒店政策制定及调整部门人员编制，招聘下属员工。
· Planning for futurestaffing needs and develop
定制未来所需的员工计划。
· Prepares detailedinduction programs for new staff.
为新员工做详细的工作计划。
· Ensures trainingneeds analysis of all staff is carried out and training programs are designedand implemented to meet needs.
确保部门员工培训需求的分析被执行，培训计划有计划地实施并要满足其需求。
· Regularlycommunicates with staff and maintains good relations. Establishes and maintainseffective employee relations.
定期与员工交流，建立和保持良好的员工关系。
· Ensure whereverpossible that staffs are provided with a work place free of discrimination,harassment and victimization
确保提供给员工们一个没有歧视、骚扰和危险的工作环境。
· Treat complaints ofharassment and discrimination promptly and confidentially.
处理骚扰、歧视的投诉并且保密。
· Treat customers andcolleagues from all cultural groups with respect and sensitivity.
使用符合文化的行为并且尊重及灵活地对待每一位客人和同事。
· Identify and dealwith issues which may cause cross cultural conflict or misunderstanding.
识别和处理可能导致跨文化冲突或误解的问题。
Guest ServiceResponsibilities
对客服务的责任
· Is responsible andaccountable for maintaining the highest service standard in all sections ofRooms Division as well as engendering team spirit and motivation in all staff. DORmust be fair and just in any staff disciplinary action as required.
对所管辖区域所有客服务负责，达到品牌标准；教育员工对客服务要有团队工作精神。对任何员工必须公平、公正。
· Maintains appropriatestandards of dress, hygiene uniforms, appearance, posture and conduct ofdepartment employees.
保持本部门员工服装适当规范、制服整洁、仪容仪表的规范。
· To monitor RoomsDivision personnel and training to ensure guests receive prompt and courteousservices.
有效管理房务部人事及培训以确保客人得到最快捷、满意的服务。
· Supervises the abovementioned positions to ensure maximum guest satisfaction.
管理和督导各部门的工作以确保客人得到最满意的服务。
· Need to go throughthe Guest Arrival & In House list, share the guest comments and requirementwith FO team and other departments such as HSKP, F&B, ENG etc., arrange FOMto check and follow up the guest require to be completed; FOM to check the VIProoms daily as well.
每日梳理客人预到店及在住客人信息，与本部门及其它部门如客房部、餐饮部、工程部等分享; 并安排前厅部检查跟进客人的要求是否得到落实; 本人对重要客人的房间进行到店前的检查。
· Participate to reviseand implement the VIP treatment process, to ensure FO team well know theprocess and implement it completely.
参与修正并认真执行贵宾接待流程，确保前厅部人员充分了解并完全执行该流程。
· Communicate withguests to get the feedback, highly attention on the guest’s comments from eachof the channel, to investigate and submit report on guest comments, and conductcase study within team.
与客人沟通获得客人的反馈意见及建议，关注来自各个渠道的客人反馈，对客人提出的批评做出调查整改报告并呈交上级，对客人提出的批评及表扬均及时与团队成员进行案例分享。
· To handle the guest complainactively, to deal with the guest with win-win result.
主动参与处理客人投诉，妥善处理，即让客人满意也要维护好酒店。
· Monitor Front Officedepartment personnel to ensure rooms and particularly those of known repeatguests and other VIPs receive special attention. Visit long staying ®ular guests, to build and maintain a good relationship with them.
管理并确保客房出租率尤其是知名人士的回头率，同时保证重要客人得到特殊关注；拜访长/常住客，与客人建立良好的关系。
· Monitor and completeguest’s profile, ensure associates know the guest’s habits and remember thelong staying and regular guest’s name and appearance, to provide the customized serviceto the guest to make they have an excellent stay experience.
督导建立完善客户档案，确保员工知晓客人习惯及喜好，熟记常/长住客姓名及模样，为客人提供用心的服务，让客人留下难忘的美好记忆。
ProfessionalTechnical Responsibilities
专业技术责任
· Effectivecommunication skills in both Chinese & English.
有效的中英文沟通能力。
· Strong guestinteraction and interpersonal skill.
优秀的对客服务和沟通技巧。
· Possess leadershipquality and supervisory skills, independent, committed and well-organized.
具备领导才能，独立性强、忠诚可靠并具良好的组织计划能力。
· Be good at trainingand develop the team members.
具备良好的培训及培养下属的能力。
· Be expert of Opera.
熟练操作Opera系统。
· Be expert of OfficeSoftware.
熟练操作办公软件。
Miscellaneous
其他
· All staffs arerequired to comply with every reasonable request from their hierarchicalsupervisor(s) within an amount of time that it takes to comply under normalcircumstances.
所有员工在工作中都被要求遵守直接主管所发出的一切合理要求，并且遵循、完成工作。
· All staffs may beassigned to other duties in the hotel as and when required by business levels.
当涉及到商业层面时员工须签署酒店内相关其他责任。
GENERAL DUTIES:
一般职责：
· Abide by Hotel’s andDepartment’s policy & procedure.
遵守酒店及部门的各种规章制度。
· Perform other relatedduties & 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。
Health and Safety
健康与安全
· Ensure that allpotential and real Hazards are reported immediately and rectified
确保所有潜在的和实际的危险是被立即报告和纠正的。
· Be fully conversantwith all departmental Fire and Emergency procedures
熟悉各个部门的消防和紧急处理程序。
· Ensure that allemergency procedures are rehearsed, implemented and enforced to provide for thesecurity and safety of guests and Staffs
为了客人们和员工们的安全和消防安全，必须确保所有的紧急程序都被预演、落实和实施。
· Ensure the safety ofthe persons and the property of all within the premises by fairly applyingHotel Regulations by strict adherence to existing laws, statutes etc.
在公平的酒店规则和严格遵守的法律法规下，确保在酒店内所有人的人生和财产安全。
· Ensure all Staffwithin the department work in a manner which is safe and unlikely to give riskof harm or injury to selves or others
确保所有员工都在部门内以安全的方式操作，避免不安全的或者不适合的冒险的行为造成自己或者其他工作人员的损伤或不便。
Confidentiality
保密制度
· Ensureconfidentiality and secure storage of all intellectual property and data bases,both hard copy and electronic.
确保保密和安全的存储所有知识产权和数据，包括所有印刷品和电子软件。
· Ensure Hotel,Customer and Staff Information or transactions are kept confidential during orafter employment with the company.
保证酒店、客户和员工的信息，交易期间或在公司就业后信息保密。
To be fullyconversant with:
需要遵守的
· Hotel fire procedures
酒店消防规则
· Hotel securityprocedures
酒店保安规则
· Hotel Health andSafety policy and procedures
酒店健康与安全政策和规则
· Hotel Facilities andattractions
酒店设备设施和功能介绍
· Hotel standards ofoperation and departmental procedures
酒店运营部门程序标准
· Methods of acceptedpayment of the company
公司的财务政策
· Short and long termcompany marketing promotions
短期和长期的公司市场推广项目
NOTE
备注：
This document reflects the job content at timeof writing and will be subject to periodic change in the light of changingoperational and environmental requirements. Such changes will be discussed with the job holder and the job descriptionamended accordingly.
本文件反映的相关岗位职责以尽数列出，其内容会根据业务和环境的要求阶段性变化。相应变化将与该岗位员工沟通，并且岗位职责描述也将根据实际情况进行修改。
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