ผู้อำนวยการห้อง房务总监

DUTIES AND RESPONSIBILITIES工作职责

FINANCIAL RETURNS 财务回报: 

• Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management. 
  参与制定部门年度预算与财务计划。重点通过指定恰当的房价策略、推动员工积极性和管理库存房量，来监控预算和控制人力成本等各项费用。
• Oversee night audit function and preparation of daily financial reports. 
  监管夜审工作并准备每日财务报告。
• Prepare and submit statistical, performance, and forecast analyses and reports as required. 
  准备并提交各项统计资料与经营报表，并按要求提供各种分析和报告。
• Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control.  
  维护各项必要流程，保证钱款、信贷、财务交易的安全和宾客的安全，并对库存进行管理。
• Use company systems and processes to maximise revenue. Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.
  通过使用公司系统和流程促进营收最大化。开发各种计划，通过前台散客管理和追加销售从而提高客房入住率和平均每日房价。

PEOPLE 员工团队: 

• Direct day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance. 处理员工日常事务，计划并分配工作，为每个员工设定工作和发展目标。为员工提供教导、辅导并给予定期反馈，协助解决各种员工矛盾，提高团队成员的绩效。
• Educate and train team members in compliance with brand standards, service behaviours, and governmental regulations. Ensure staff has the tools, training, and equipment to carry out job duties. 
  遵照品牌标准、服务行为及政府法规教育和培训所有团队员工。确保员工获得恰当培训，并配备完成工作所需的各种工具和设备。
• Promote teamwork and quality service through daily communication and coordination with other departments. 
  通过与其它部门进行日常沟通和协作促进团队合作，提高服务质量。
• Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with hotel or company rules and policies.
  根据酒店或公司的规定和政策，对员工工资、工作规程或其它与人力资源相关的事务提出建议或初拟方案。

GUEST EXPERIENCE 宾客体验: 

• Ensure front office staff provides guests with prompt service, professional attention and personal recognition. 
  确保前台员工为宾客提供快捷、专业和个性化的服务。
• Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships that drive continuous improvements in guest satisfaction. 
  确保宾客抵达酒店时受到欢迎和问候，把握时间和宾客进行交流。以恰当的方式对宾客的投诉予以回应，通过与宾客建立良好的关系并获取反馈，不断提升宾客满意度。
• Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies. 
  对前台和公共区域进行例行检查，若发现任何问题马上采取行动。
• Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals. 
  确保对宾客满意度调查数据加以分析，开发并执行各种计划来达成既定目标。
• Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs.
  同有关部门交流所有相关信息，包括贵宾宾客和重要客户抵达与离店，或者其他宾客的特殊需求等。

RESPONSIBLE BUSINESS 企业责任: 

• Regularly audit all financial transactions to ensure governmental regulations and data privacy requirements are met. 
  定期审查所有财务交易，确保遵守政府法律及数据隐私要求等。
• Act as a central communication point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel. 
  在突发事件或危机情况中担当主要联络人，与当地消防、公安和应急部门人员建立联系
• Perform other duties as assigned. May also serve as manager on duty.
  完成其它分配的任务。可能需要担任值班经理。  

QUALIFICATIONS AND REQUIREMENTS任职要求

• Bachelor’s degree / higher education qualification / equivalent in Hotel Administration, Business Administration and four years of guest service/hotel experience with two years in a management capacity, or an equivalent combination of education and experience. Must speak local language(s). Other languages preferred. 
  酒店管理或工商类学士及以上学历或同等学历，4年宾客服务或酒店服务工作经验，其中2年处于管理岗位，或具有其它同等学历及经验。必须掌握本地语言。能同时使用其它语言者优先。