Brief Introduction 职位简介
－Manage the team and ensure the long-term operation of the establishment through the quality and development of the services that make up the senior living offer to residents.
－管理团队，为养老公寓住客提供符合公司标准的养老服务来确保机构的长期运营。
－Organize and coordinate resources to achieve the goals set by the company, according to company standards and relevant laws and regulations.
－根据公司的标准及相应的法律法规，组织和协调各种资源，以达到公司所设定目标。
－Complete the operational work.
－完成各项运营工作。
Major Responsibility 主要工作职责
Management 管理
－Take charge of the organization of staff planning, recruitment, training, motivation and evaluation with the help of the Human Resources Department
－在人力资源部的帮助下负责整个团队的人力计划、招聘、培训、激励和评估。
－Lead teams by ensuring that a stable social climate is maintained.
－领导团队，确保维持稳定和谐的团队氛围。
－Implement daily management of senior living residences to achieve all operational KPI targets.
－对养老公寓进行日常管理，以达到各类运营KPI指标。
Customer Relationship/Operation 客户关系/运营
－Internal and external relationship management and communication: Represents the Ascott Limited in a professional manner in all contexts, ensuring positive relationships are developed and maintained with all relevant external parties, including government, unions, industry and regulatory bodies, suppliers, owners and residents, etc. Collaborate with various departments to meet owner’s, guests’ and company‘s expectations.
－对内和对外关系的管理和沟通：在各个场合代表公司的职业形象，确保和外部各方面的积极关系的建立和维护，包括和政府、团体、行业间、供应商、业主、住客等的关系维护。和各部门合作以达到业主、客户和公司的期望。
－Responsible for implementing and carrying out a commercial and entertainment action plan to develop the volume of sales of services to both residents and external customers by leading the team of Sales, Network Coordinators, Animators and etc.
－负责带领销售、渠道、康乐服务部门实施和开展商业和住客活动，以增加对住客和外部客户的服务销售营收。
－Responsible for the proper organization of the annual customer satisfaction survey. And conduct follow－up interviews with clients and analyzing questionnaires.
－负责组织年度客户满意度调查，并与客户进行后续访谈并分析调查问卷。
Daily Operation / Administration 日常运营 / 行政事务管理
－For each of the establishment‘s activities, proposing at all times a range of products and services in line with the quality requirements of the company brand.
－对于公司的每一项活动，需提供符合公司品牌质量要求的产品和服务。
－Lead and manage all teams to deliver good quality service to the residents.
－带领并管理所有团队为住客提供优质服务。
－Responsible for the handling of severe complaints and customer suggestions and monitor the team to set up corrective action plan and implement within timeline.
－负责处理重大投诉和客户建议，监督团队制定应改进计划，并确保在规定时间内实施并完成计划。
－Cooperate with HQ in annual Service and Product Review （SPR）, and lead the team to set up relevant follow－up action plans and ensure the implementation.
－配合总部对公寓质进行服务和产品的年审（SPR），并确定改善方案及相应实施。
－Compliance with information and reporting procedures as well as social procedures in force within the Group.
－遵守公司集团内部各项汇报流程及程序。
－Draw up annual budgets and keep updating and ensuring that the budget is monitored and that the set ratios are respected.
－制定年度预算并进行适时更新，监督并确保预算合理合规使用。
－Responsible for full compliance with the regulations in force such as social regulations, including health and safety rules and working conditions.
－遵守现行法规，如社会法规，包括环境，健康和安全规则。
－Privilege interlocutor of the property management and of the ownership.
－负责管理方和业主方之间的沟通。
－Chair and attend each briefing meetings to do daily check and ensure important information is smoothly communicated.
－组织并参加例会，进行日常检查，确保重要信息顺利沟通。
－Responsible for training and information of the team on the operational provisions, ensures that the resources are adequate to meet the company operational standard.
－对团队进行关于运营体系规定的培训，确保符合公司运营标准。
－Define employee training needs according to the objectives and transmission of training requests to the Human Resources Department.
－根据重要岗位员工的培训目标确定其培训需求，并向人力资源部传达培训需求。
－In case of need, intervention or request for intervention of the emergency services with the residents （for example when the surveillance alarm goes off）, in accordance with the quality procedure.
－在需要的情况下，根据流程对住客进行紧急服务帮助或其他需求帮助 （例如，当监视警报响起时）。
Requirements 资质要求
－Major in hotel, tourism or economic management, major in elderly care, medical care, nursing, social work management is preferred.
－酒店、旅游或经济管理类专业毕业；专业为养老，医疗，护理，社会工作管理的优先。
－Over 5 years practical management experience in senior living residences. Familiar with the management and service process of senior living residences.
－5 年以上养老公寓管理工作经验；熟悉养老公寓的管理模式，服务流程。
－Experience in preopening, sales and marketing in well－known CCRC communities is preferred.
－有高端养老公寓或大型CCRC社区筹备及销售经验优先。
－Extensive operational management expertise and financial knowledge; Have knowledge of geriatric nursing, medical care, elder care, social work, etc.
－丰富的运营管理知识和财务知识；具备老年护理、医疗、养老、社会工作等管理知识。
－Familiar with the laws and regulations of the senior living industry.
－熟悉养老公寓行业的法律法规。
－Clear thinking, able to act mature and steady; Good emergency handling ability.
－工作思路清晰，行事稳重干练；并有良好的紧急事件处理能力。
－Strong interest in senior living industry, enthusiastic working attitude and a strong sense of responsibility.
－对养老行业有浓厚的兴趣，高度的工作热情，极强的工作责任心。
－Good teamwork and communication skills, able to withstand strong pressure.
－良好的团队合作精神和沟通协调能力，能承受较强的工作压力。
