皇冠岗位职责-房务总监.doc

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1、 JOB DESCRIPTION岗位职责JOB TITLE:ROOMS DIVISION DIRECTOR职 位 房务总监AREA/DEPARTMENT:ROOMS DIVISION部 门 房务部REPORTS TO: DEPUTY GENERAL MANAGER/GENERAL MANAGER直 接 上 级 副总经理 / 总经理JOB BAND: DIRECTOR级 别 总监POSITIONS SUPERVISED: FRONT OFFICE MANAGER / EXEC. HOUSEKEEPER 下 级 前厅部经理/行政管家JOB SCOPE: 工作范围 Oversees and dire

2、cts all aspects of Front Office, Housekeeping, Laundry operations and Recreation and Health Club operations. 监管和指导前厅部、客房部、洗衣房以及娱乐健身俱乐部的日常工作。TESTIMONIAL: I hereby confirm having read the duties and agree to perform these duties as set out in the Job Description to the required standards. 证明：本人确认已阅读了职

3、责描述，并同意履行工作职责描述中所规定的职责。 Signature:签名 Date: 日期 .Key Responsibilities主要职责HUMAN RESOURECS人力资源 Supervises the overall activities of Front Office, Housekeeping, Laundry, Recreation and Health Club operations监督前厅部、客房部、洗衣房、娱乐健身俱乐部的整体工作。 Monitors the personnel of these operations to ensure guests receive pr

4、ompt, cordial attention and personal recognition监督上述各部门的工作人员，确保及时，礼貌的接待宾客，并使客人感觉得到充分的重视。 Ensures staff, particularly guest contact personnel, are familiar with Club members, known repeat guests and other VIPs and provide special attention and recognition确保员工，特别是直接与客人交往的工作人员熟悉会员，能够认別出常客及其它贵宾，并对这些特殊客人

5、格外关照。 Coordinates exchange of pertinent information between departments within the Rooms Division and directs exchange of information with other departments, notably, Engineering and Security协调房务部各部门之间的相关信息的交流工作，并指导房务部与其它部门，特别是工程部和保安部之间的信息交流。 Consults with Department Heads and General Manager on an

6、ongoing basis to improve business conduct保持与部门负责人及总经理的磋商机制，以改进业务。 Assumes overall responsibility for maintaining presentation standards to ensure facilities and equipment are clean, in good repair and well maintained承担保持外观规范的整体责任，确保各项设施和设备的清洁，正常运转，并得到妥善维护。 Schedules and regularly conducts routine in

7、spections of areas under control计划并实施对所管区域的定期检查。PRODUCT AND SERVICE PUALITY产品和服务质量 Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of Room Division employees确保房务部员工的行为、装束、卫生、制服穿着、外表和仪态的标准。 Conducts comprehensive monthly departmental meetings to include re

8、view of procedures and events which warrant special handling and detailed information每月召开综合性部门会议，内容包括对需要特别处理和提供详细信息的程序及活动的总结。FINANCE财政 Assist in managing hotel revenue generation and maximization through full utilization of hotel systems, business processes and specifications. Review and approve/den

9、y all discount and rebate requests.协助为酒店创造营业收入，并通过充分利用酒店的系统，商业程序和规定使收入最大化。审批或拒绝所有折扣和退款要求。 Achieve budgeted revenues, control labor costs and expenses, and maximize profitability within all areas of responsibility. Participate in the preparation of the annual departmental operating budget and financi

10、al plans which support the overall objectives of the hotel.完成营业收入预算，控制劳动成本和支出，在职责范围内获取最大的利润。参与编制部门年度运营预算和支持酒店总体目标的财务计划。 Prepare and submit statistical, performance, and forecast analyses and reports as required.编制和提交必要的统计，业绩和预测分析和报告。 Communicate to appropriate departments all pertinent information r

11、elated to the expected arrival and departure of VIPs and other key guests, or other special guest needs.与相关部门沟通贵宾和其他重要客人的抵店和离店的相关信息，或其它特殊的客人需求。 Ensure training and procedures are in place for PBX to serve as a central communications point during emergency/crisis situations and that relationships wit

12、h local fire, police, and emergency personnel are developed and maintained. 确保进行程控交换机的培训并按程序执行，从而在紧急情况下成为中心通讯站。与当地消防，警察和急救人员的保持密切关系。 Promotes Inter-hotel sales and in-house facilities促进店内的销售及推销酒店内的设施。 Monitors and controls the inventories for operating equipment and supplies监察和管理运营所需物的设备和供应品的库存。 Com

13、municates to the General Manager to his/her delegate, and other Department heads, all information likely to be of interest to them向总经理或其代表和其它部门的负责人通报他们可能感兴趣的所有信息 。 Monitors and controls the Room Division Operation in the areas of revenue expenditure, profitable and performance against budget从收益支出、利润

14、、业绩表现和预算的差异等方面对房务部的运营进行监测和管理。 Works with Human Resources on manpower planning and management needs和人力资源部一起进行人力规划和管理需求。 Works with Director of Finance in the preparation and management of the Departments budget. 和财务总监一起编制和管理部门预算。GENERAL 概要l To ensure Hotels Fire, Health and Safety Procedures are impl

15、emented.确保酒店的防火、医疗保健程序得到贯彻实施。l To perform other assignments as requested.按要求履行其他工作指派。l Encourages the highest possible standard of environmental management.适应酒店高标准的工作环境。Occupational Health and Safety Responsibilities职业保健及安全职责l Demonstrate Awareness of OH&S policies and procedures and ensure all proc

16、edures are conducted safely and within OH&S guidelines表现出职业保健及安全职责方面的政策及程序的意识，确保在职业保健指导方针下安全地进行所有程序并确保下属也是按此规程进行操作。l Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures关心并知晓遵守职业、保健及安全方面的政策、法规及程序的职责。l Be familiar with property safety, first aid

17、and fire and emergency procedures and operate equipment safely and sensibly熟悉酒店安全、急救及消防、紧急应变程序，安全谨慎地操作设备。l Initiate action to correct a hazardous situation and notify supervisors of potential dangers发起消除安全隐患的行动并通知主管潜在的危险。l Log security incidents and accidents in accordance with hotel requirements按照酒

18、店要求记录安全事故及事件。Key Competencies主要资质Key Tasks主要任务Drive For Results获取结果 Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.拥

19、有在与他人交往时大多数时间所使用的沟通技巧；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。 Good writing skills具有良好写作技巧 Proficient in the use of Microsoft Office 熟练使用微软办公软件 Problem solving, reasoning, motivating, organizational and training abilities具有解决问题，推理，号召，组织和培训能力 A high energy level and a passion for achieving results充满活力和拥有实现目标的热情

20、Strong Leadership skills in managing teams to drive for results 能引领团队实现目标 Ability to manage complex relationships管理复杂关系的能力 A passion for delivering superior results有追求最佳效果的热情Understanding the Business理解酒店业l Demonstrate an interest in and an understanding of issues relevant to your department and hot

21、el and keep your knowledge up to date, including legislative information.显示出与本部门及酒店有关事宜的兴趣及理解，并不断更新相关最新情况，包括法律法规。l Adheres to The International Conference Center Corporate Code of Conduct of Conduct, Employee Handbook and Hotel policies.遵守国际会议中心行为准则、员工手册及酒店政策。l Demonstrates an understanding of compe

22、titors major strengths and weaknesses.表现出对竞争对手优势及弱势方面的理解。l Establishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations.设立并解释用以管理酒店经营的营运指标，始终考虑到经营决策及建议会为财务方面产生的影响。l Has a broad knowledg

23、e of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable.在酒店运营方面有广博的知识，重点放在确保酒店生意成功且赢利的必要重要环节上。Problem Solving and Decision Making解决问题及决策l Diagnose problems and thoroughly analyze information to guide decision making.诊断问题并全面分析指引决策的

24、信息。l Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisions.当得出结论时，应先评估并吸收关键信息，然后进行逻辑分析、做出有说服力的决定。Customer Focus关注客户l Build and maintain positive relationships with all internal customers and guests in order to exceed their needs.与所有内、外部客人建立并保持积极

25、关系，以超过其期望。l Take action to address these needs in order to exceed their expectations.采取行动说明这些需求以便能超过他们的期望。l Create a positive hotel image in every interaction with internal and external customers.在与内部及外部客人每一次互动的时候都争创积极的酒店形象。l Adhere to hotel brand standards.坚持酒店品牌标准。l Maintain a high level of produc

26、t and service knowledge in order to explain and sell services and facilities to guests.保持产品及服务高标准，以便向客人解释并销售服务及设施。l Assist guests and escort them to locations within the hotel at their request.协助客人，并按其要求引领客人去酒店内的相应位置。l Maintain knowledge of special programs and events in the hotel in order to recogn

27、ize and respond to guests needs.保持对酒店内特殊计划及活动的认知，如客人有需要时可识别并进行回复。l Maintain current Hotel information to be able to provide information to guests.保持对酒店当前信息的认知，以便将相关信息提供给客人。l Implements procedures which enhance the guest experience.实施会使客人满意度提升的工作程序。Innovation创新l Generate new ideas and encourage creat

28、ivity from your staff.从本部门员工处获取新想法并对其创造性予以鼓励。l Recognize the need for new and modified approaches.认可新的、改良的方法的需要。Teamwork团队精神l Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments to deliver positive results.在同事、主管、团队人员及部门间显示出合作与信任。l Actively participate in wi

29、der hotel meetings.积极参与酒店各项会议。l Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication.以专业积极的方式与部门及酒店员工进行互动，以培养促进和谐的团队精神并确保有效的双向沟通。Adaptability适应性l Be comfortable and effective in an enviro

30、nment of ambiguity or change.可适应变化的环境，并且能够有效地工作。l Be receptive to new ideas and respond to workplace changes in a flexible and optimistic manner.善于接收新想法，以灵活乐观的方式回应工作中发生的改变。l Complete tasks as directed by Management.完成由管理层指派的任务。Impact and Influence效果及影响l Promote your ideas persuasively, and shape the

31、 opinion of subordinates and overcome resistance.有说服性的提出自己的意见，并将下属的意见归纳整理。l Build consensus for action and negotiate mutually beneficial solutions to problems.使行动能得到大多数人的支持，并通过协商取得双赢的解决方法。l Establish influential contacts with suppliers.与供应商建立有影响力的关系。Leading and Developing People领导并培养员工l Inspire othe

32、rs to excel by clearly communicating business values and direction, recognizing good performance and providing managerial support.通过清楚沟通行业价值趋向激励其它员工超越自我，认可良好的工作表现并提供管理支持。l Develop potential of others through coaching and development opportunities to build organization capability for the future.通过指导及创造机会培养其它有潜力的员工，为部门的将来积蓄能量。Cultural Awareness文化认知l Understands and takes into account the global nature of the business; works effectively with colleagues from different view points, cultures and countries.理解与考虑到行业的全球性；与持不同观点、不同文化及来自不同国家的客人及同事高 效地共事。