營運管理
Operational
?
§? 確保前廳部能按照凱悅酒店集團的品牌標準順利并高效的運行。
Ensures the FrontOffice operates successfully and efficiently in accordance with Hyatt HotelsCorporation brand standards.
§? 確保每日的貴賓、特殊客人、長住客的房間在客人到店前的預鎖狀態(tài)，以及歡迎禮品適時適當?shù)呐渲谩?Ensures that alldaily VIP rooms, special guest rooms, long stay guest rooms for arrivals areblocked in advance and welcome amenities are appropriately ordered.
§? 確保所有房間能按照客人的到店時間提前封閉并及時通知客房部。
Ensures that allrooms are pre-block according to arrival time and Housekeeping is informed.
§? 與客房部及工程部保持緊密的聯(lián)系，以確保房間能得到及時的封閉及維護。
Works closely withHousekeeping and Engineering Departments to ensure that rooms are blocked andmaintained in a timely manner.
§? 確保對客用及其他部門所用客房鑰匙的嚴格管理。
Ensures that themanagement of guest room keys are strict controlled for guest and otherdepartment..
§? 確保整個前廳部（包括前臺、副理柜、禮賓部等）資金運轉能夠按照本酒店及酒店財務部所制定的政策及程序實施。
Ensures that all cashfloats (Front Desk, Head Host, Concierge etc.) are used appropriately inaccordance to Policies & Procedures which set by the Hotel and the personnelwith access to cash floats should comply with international Policies &Procedures which established by Finance.
§? 經(jīng)常與客房部經(jīng)理及其相關副理巡視酒店, 以確保酒店各種標準能夠得到執(zhí)行且錯誤能夠得以改正。
Conducts frequentand thorough inspections together with the Housekeeping Manager and relevantAssistant Managers to ensure standard are met and any faults/ repair areaddressed.
§? 與收益部相協(xié)調(diào)以確保得到正確的市場數(shù)據(jù)最終使得平均房價最大化。
Liaises with the Revenue Department to ensure the proper market mixto achieve the maximum average roomrate.
§? 確保每日當班副理工作報告能得到清晰及準確的更新，并確保各種事項的及時跟進。
Ensures that thedaily Assistant Managers’ report is properly and clearly updated and all tracesare properly followed up in a timely basis.
§? 確保商業(yè)管理技能得到充分發(fā)揮以獲得房間銷售的最大化。
Ensures commercialmanagement techniques of availability control are applied to achieve themaximisation of room sales.
§? 在酒店出現(xiàn)超額預定時做出相應決策，確保所有超額預定是由管理層人員進行。
Makes all decisionsregarding overbooking the Hotel, ensures all booking are carried out by amember of management.
§? 確保前廳部以銷售的態(tài)度運作，使得每個員工都有銷售意識，以獲得收入的最大化。
Ensures Front Officeoperates with a sales attitude, and all personnel are aware of sales andopportunities within the Hotel, which will assist with the maximisation ofrevenue.
§? 將和預設的業(yè)績指標相關的任何風險和機遇及時告知酒店高層管理人員。
Keeps seniormanagement informed of any risk or opportunity in relation to the pre-setperformance figures.
§? 確保前廳部的每一個員工對客房收入目標以及新制定程序有充分的意識，并保持這種行為的有效性及適時性。
Ensures all FrontOffice personnel are aware of all room sales revenue targets, new proceduresand that they are kept informed of performance results and instructions.
§? 堅持酒店的信用政策以確保每筆預期收入的獲得。
Adheres to companycredit policies to ensure all revenue expected will be received.
§? 時時關注競爭對手過去和將來的運作以確保本酒店正確的銷售策略能得以實施。
Monitors competitorperformance both past and future to ensure correct selling strategies areapplied.
對客服務
Guest Service
§? 建立并維護良好的賓客關系，在對客服務的過程中滿足客人的要求并解決客人的投訴。
Establishes rapportwith guests to maintain the good customer relationship and handles all guestcomplaints, requests and enquiries on Front Office services.
§? 經(jīng)常檢查，以確保員工依照凱悅酒店集團標準對客人提供專業(yè)的辦理入住及退房的服務。
Personally andfrequently verifies that guests check-in/ out are receiving the best possibleservice in line with Hyatt Hotels Corporation standards.
§? 確保每一間貴賓、凱悅天地會員的房間在客人到店前經(jīng)過精心的準備及檢查，其中包括清潔度、禮品的配置及房間的工程維修狀態(tài)。
Ensures that allVIP’s, Word of Hyatt Member roomsare checked prior to the arrival of the guest for 100% readiness. This includescleanliness, amenities state of repair.
§? 確保每一個貴賓及長住客在抵店時得到接待，在可能的情況下通知到酒店的總經(jīng)理、運營總監(jiān)及相關同事。
Ensures that all VIP/ Long Staying guests are met uponarrival by the duty Head Host and where appropriate General Manager/Director ofOperations or related colleagues.
§? 高峰時段在酒店前臺及大堂，持續(xù)檢查對客服務質(zhì)量標準和清潔標準。
Schedules self to bein the lobby and the Front Desk during peak operation hours, constantlychecking on standards of services quality of guest interaction and cleanliness.
§? 在客人辦理入住時親切問候客人并協(xié)助前臺員工工作，親自護送貴賓、凱悅天地會員,以確保客人的要求能得到及時的傳達并滿足。
Greets and assistsat the check in of guests and escorting of VIP, World of Hyatt Members, ensuring that needs are addressedand satisfied.
§? 確保客人的每件行李能及時地運送到其房間。
Ensures that luggageis swiftly sent to their rooms.
§? 確保客人的電話及留言服務得到及時的傳達。
Ensures a speedytelephone and message service for guests at all times.
§? 確保所有員工對酒店產(chǎn)品知識、當前推廣、政策改變的最新了解及保持高效的內(nèi)部溝通。
Ensures allassociates maintain an up-to-date awareness of hotel product knowledge, currentpromotion, policy changes and appropriate internal communication.
§? 維持并促進與當?shù)芈眯猩缂奥糜螜C構的良好合作。
Maintains andpromotes excellent working relationships with local Travel Agents and TourOperators.
§? 確保前廳部對于客人的要求在適當?shù)臅r間內(nèi)給與及時的、專業(yè)的回饋。
Ensures that theFront Office responds to guests’ correspondences and enquiries appropriately,professionally and within an appropriate time frame.
§? 對于客人的意見及回饋要有前瞻性的意識，時刻保持良好的公共關系。
Pro-active inseeking guest comments and feedback, maintaining excellent public relations.
§? 確保客史能按照既定的標準記錄。
Ensures that GuestHistory records are maintained to agree standard at all times.
§? 經(jīng)常對房間進行檢查以確保令客人滿意的清潔度及工程維修狀態(tài)。
Frequently inspectsrooms to ensure satisfactory cleanliness and maintenance.
§? 保持對新型市場趨勢及競爭對手行為的時時關注，以確保客人對部門運行的持續(xù)滿意度。
Maintains awarenessof new market trends and activities of competitors ensuring that the operationremains preferable in the eye of customer.
§? 長期實施對客認知計劃并維護相關的客史數(shù)據(jù)庫。
Implements aconsistent Guest Recognition Programmes and maintains a relevant GuestDatabase.
行政
Administration
§? 協(xié)助制定，維護和更新部門營運手冊，部門營運手冊應當反映出酒店政策和程序以及工作過程和標準。確保每年進行回顧，反映出改變。
Assists with thedevelopment, maintenance and update of detailed Department Operations Manualthat reflects Policies & Procedures, working processes and standards of performance within theDivision. Ensures annual review to accurately reflect any changes.
§? 協(xié)助準備房務部年度商業(yè)計劃，確保部門目標充分體現(xiàn)酒店目標并滿足員工需要。
Assists with thepreparation of the annual Rooms Business Plan ensuring Divisional Objectivesfully address the business objectives of the Hotel and needs of associates.
§? 協(xié)助營運總監(jiān)準備并定期更新房務部預算，確保達到預算目標并且有效的控制成本。
Assists with thepreparation and regular update of the Rooms Departmental Budget in closecooperation with the Director of Operations, ensuring targets are met and costs are effectivelycontrolled.
§? 確保本部門所有相關的表格及報告能夠及時地遞交到總部。
Ensures that allroom related forms and reports are forwarded in time to the Corporate/Divisional Office.
§? 確保所有前廳部的報告及相互信件能夠及時并準確的完成。
Ensures that allFront Office Department reports and correspondence are completed punctually andaccurately.
薪資和生產(chǎn)力管理
Payroll & ProductivityManagement
§? 通過在整個部門內(nèi)建立靈活的員工編制，實施高效的薪資管理/資源分配。 這將依據(jù)一個靈活的員工基數(shù)（全職員工和臨時工）、多技能及多任務的原則。
Exercises efficientPayroll Management/ Resources allocation through the establishment of aflexible workforce throughout the department. This will be based on theprinciples of a flexible associate base (Full Time & Part Time associates),flexible roster, multi-skilling and multi-tasking.
§? 指導下屬確保生產(chǎn)力水平滿足凱悅設計標準和凱悅酒店集團房務部營運手冊的要求。
Directs subordinatesto ensure productivity meets standards given in accordance with Hyatt DesignStandards & Criteria and the Hyatt Hotels Corporation Rooms OperationsManual.
§? 關注改進生產(chǎn)力水平及在可接受的指引下謹慎管理用品/薪資，確保所有設備的優(yōu)化部署和高效能。
Focuses attention onimproving productivity levels and the need to prudently manage utility/ payrollcosts within acceptable guidelines ensuring optimum deployment and energyefficiency of all equipment.
§? 確保新技術和新設備的使用，“靈活處理工作”的同時提高生產(chǎn)力。
Ensures newtechnology & equipment are embraced, improving productivity whilst takingwork out of the system.
§? 通過“靈活處理工作”（適當情況下）和簡化工作流程，來回顧和不斷探索所有員工的生產(chǎn)力水平改善。
Reviews andconstantly seeks Productivity level improvements of all associates through theprocess of “taking work out of the system” (when appropriate) and throughstreamlining of work process.
人員管理
People Management
§? 錄用、挑選并發(fā)展前廳部員工，引導他們在工作中遵循經(jīng)營、財務及行政管理的理念，確保員工掌握多項技能并承擔多項工作。
Recruits, selects,motivates and develops Front Office associates to work following theoperational, financial, administrative philosophies ensuring associates aremulti skilled and perform multi tasks.
§? 通過參與管理，根據(jù)酒店制度和程序以及相關適用法律，對所有前廳部員工進行緊密督導。
Through hands-onmanagement, supervises closely all Front Office associates in the performanceof their duties in accordance with Policies & Procedures and applicablelaws.
§? 給具備能力和資源的員工委派適當?shù)墓ぷ骱拓熑危谂囵B(yǎng)和發(fā)展員工的同時確保營運標準和安全。
Delegatesappropriately duties and responsibilities to equipped and resourcefulassociates, nurturing and developing them whilst ensuring standards ofoperation and safety are maintained.
§? 擁護和支持酒店的培訓精神和以人為本的管理哲學，并和進修及培訓發(fā)展部經(jīng)理密切合作培養(yǎng)和發(fā)展部門培訓員。
Instils and supportsthe Training initiatives and philosophies of the company and works closely withthe Learning and Development Manager in developing a team of activeDepartmental Trainers.
§? 確保所有經(jīng)理,副理和領班在員工的培訓及發(fā)展中發(fā)揮積極的作用。
Ensuring that allManagers, Assistant Managers and Team Leaders take an active role in thetraining and development of associates.
§? 對新入職的員工進行培訓，并為新入職的員工及老員工定期進行跟進培訓。
Conducts trainingcourses for new associates, and regular “refresher” courses for newly hired andexisting associates.
§? 發(fā)展及協(xié)助針對提高技能和知識的培訓活動。
Develops and assistswith training activities focused on improving skills and knowledge.
§? 確保員工完全理解酒店的規(guī)章制度并遵照執(zhí)行。
Ensures associateshave a complete understanding of Rules & Regulations, and that behaviourcomplies.
§? 及時觀察并指導所有員工的表現(xiàn)及行為并向其部門經(jīng)理提供反饋，對于符合標準的要給與表揚，對于有悖于標準的要進行適時的指導并更正。
Observes the overallconduct & appearance of all associates & provide feedback to theirDepartment Heads should performance standards need to be praised, or addressedfor corrective action & to take disciplinary action of necessary withregard to misconduct and violation of hotel’s regulations.
§? 確保所有員工對酒店產(chǎn)品知識、當前推廣、政策改變的最新了解及保持高效的內(nèi)部溝通。
Ensures allassociates maintain an up-to-date awareness of hotel product knowledge, currentpromotion, policy changes and appropriate internal communication.
§? 監(jiān)督員工士氣并提供工作表現(xiàn)及發(fā)展的反饋。
Monitors associatemorale and provides mechanism for performance feedback and development.
§? 進行員工年度表現(xiàn)發(fā)展評估，提供真實和準確的回饋。
Conducts annual performance development review forrespective associates and providing truthful and appropriate feedback.
§? 將指導原則及核心價值有效地傳達給所有層級的員工。
Effectivelycommunicates guiding principles and core values to all levels of associates.
總則
General
§? 當營運總監(jiān)缺席時，在行政委員會代表房務部，確保房務部順利和有效的運營，并在需要時為其他部門提供服務及支持。
In the absence ofthe Director of Operation, represents Rooms on theHotel Leadership Committee, ensures the efficient & smooth operation of theRooms Division, providing services and support to other Divisions as required.
§? 按要求出席所有會議并獻言獻策。
Attends andcontributes to all Meetings as required.
§? 指導每天的部門會議，傳達當天客人的相關信息；指導定期舉行的前廳部會議，確保員工獲知相關政策、程序、特殊事件及客人的意見。
To conduct dailydepartmental briefings focusing on the days guest related matters and regularly Front Office meetings to keep associatesinformed of policies and procedures, special events and guest comments.
§? 確保所有員工始終提供禮貌和專業(yè)的服務。
Ensures allassociates provide courteous and professional service at all times.
§? 禮貌而高效的處理客人和員工詢問，對不能立即解決的投訴和問題進行匯報，并及時回饋和跟進。
Handles guest andassociate enquiries in a courteous and efficient manner, reporting complaintsor problems if no immediate solution can be found, whilst providing feedbackfor prompt follow up.
§? 了解關于員工及行業(yè)關系的法律、法規(guī)，理解并嚴格遵守員工手冊中的規(guī)章制度，及酒店關于防火、衛(wèi)生、健康和安全的制度。
Be knowledgeable instatutory legislation in associate and industrial relations, understanding andstrictly adhering to Rules & Regulations established in the AssociateHandbook and the Hotel’s policies concerning fire, hygiene and health & safety.
§? 積極參與員工福利、安全、發(fā)展及健康的活動，并給予建議、咨詢和真實、恰當?shù)姆答仭?Be actively involvedin the welfare, safety, development and well-being of associates providingadvice, counselling and truthful, diplomatic feedback.
§? 確保所有前臺員工始終有高標準的個人形象和儀容儀表。
Ensures highstandards of personal presentation & grooming of all Front Officeassociates.
§? 與客人和同事保持基于良好工作關系的接觸。
Maintainspositive interaction with guest and colleague and keep a good workingrelationship with them as always.
§? 始終展現(xiàn)負責的管理和行為，并以積極的形象代表酒店管理團隊和凱悅酒店集團。
Exercises responsiblemanagement and behaviour at all times and positively representing the HotelManagement Team and Hyatt Hotels Corporation.
§? 確保恰當?shù)臐M足當?shù)卣畬τ诰频昕腿说囊蟆?To ensure propercompletion of all local government requirements concerning hotel guests.
§? 針對所有部門建立高效的溝通協(xié)調(diào)機制，尤其加強對于收銀、信貸、銷售、客服、維修、電話及安全的管理及協(xié)調(diào)。
Establishes anefficient method for the coordination of all departments, with particularemphasis on cashiers, credit, sales, housekeeping, maintenance, telephone andsecurity.
§? 根據(jù)酒店值班經(jīng)理的排班安排履行其功效及職責。
To assume thefunctions and responsibilities of Duty Manager in accordance with the Hotel’sDuty Manager’s roster.
§? 根據(jù)酒店、行業(yè)和公司的指引，回應需求、改變，執(zhí)行任何合理的任務及額外職責。
Responds to requeststo undertake any reasonable tasks and secondary duties and to changes asdictated by the Hotel, industry and company.
