營(yíng)運(yùn)管理
Operational
?
§? 確保前廳部能按照凱悅酒店集團(tuán)的品牌標(biāo)準(zhǔn)順利并高效的運(yùn)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(zhǎng)住客的房間在客人到店前的預(yù)鎖狀態(tài)，以及歡迎禮品適時(shí)適當(dāng)?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(shí)間提前封閉并及時(shí)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(shí)的封閉及維護(hù)。
Works closely withHousekeeping and Engineering Departments to ensure that rooms are blocked andmaintained in a timely manner.
§? 確保對(duì)客用及其他部門所用客房鑰匙的嚴(yán)格管理。
Ensures that themanagement of guest room keys are strict controlled for guest and otherdepartment..
§? 確保整個(gè)前廳部（包括前臺(tái)、副理柜、禮賓部等）資金運(yùn)轉(zhuǎn)能夠按照本酒店及酒店財(cái)務(wù)部所制定的政策及程序?qū)嵤?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(guān)副理巡視酒店, 以確保酒店各種標(biāo)準(zhǔn)能夠得到執(zhí)行且錯(cuò)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(chǎng)數(shù)據(jù)最終使得平均房?jī)r(jià)最大化。
Liaises with the Revenue Department to ensure the proper market mixto achieve the maximum average roomrate.
§? 確保每日當(dāng)班副理工作報(bào)告能得到清晰及準(zhǔn)確的更新，并確保各種事項(xiàng)的及時(shí)跟進(jìn)。
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(yù)定時(shí)做出相應(yīng)決策，確保所有超額預(yù)定是由管理層人員進(jìn)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(yùn)作，使得每個(gè)員工都有銷售意識(shí)，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(yù)設(shè)的業(yè)績(jī)指標(biāo)相關(guān)的任何風(fēng)險(xiǎn)和機(jī)遇及時(shí)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(gè)員工對(duì)客房收入目標(biāo)以及新制定程序有充分的意識(shí)，并保持這種行為的有效性及適時(shí)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(jiān)持酒店的信用政策以確保每筆預(yù)期收入的獲得。
Adheres to companycredit policies to ensure all revenue expected will be received.
§? 時(shí)時(shí)關(guān)注競(jìng)爭(zhēng)對(duì)手過去和將來的運(yùn)作以確保本酒店正確的銷售策略能得以實(shí)施。
Monitors competitorperformance both past and future to ensure correct selling strategies areapplied.
對(duì)客服務(wù)
Guest Service
§? 建立并維護(hù)良好的賓客關(guān)系，在對(duì)客服務(wù)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(tuán)標(biāo)準(zhǔn)對(duì)客人提供專業(yè)的辦理入住及退房的服務(wù)。
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(huì)員的房間在客人到店前經(jīng)過精心的準(zhǔn)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(gè)貴賓及長(zhǎng)住客在抵店時(shí)得到接待，在可能的情況下通知到酒店的總經(jīng)理、運(yùn)營(yíng)總監(jiān)及相關(guān)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(shí)段在酒店前臺(tái)及大堂，持續(xù)檢查對(duì)客服務(wù)質(zhì)量標(biāo)準(zhǔn)和清潔標(biāo)準(zhǔn)。
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(shí)親切問候客人并協(xié)助前臺(tái)員工工作，親自護(hù)送貴賓、凱悅天地會(huì)員,以確保客人的要求能得到及時(shí)的傳達(dá)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(shí)地運(yùn)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(wù)得到及時(shí)的傳達(dá)。
Ensures a speedytelephone and message service for guests at all times.
§? 確保所有員工對(duì)酒店產(chǎn)品知識(shí)、當(dāng)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(jìn)與當(dāng)?shù)芈眯猩缂奥糜螜C(jī)構(gòu)的良好合作。
Maintains andpromotes excellent working relationships with local Travel Agents and TourOperators.
§? 確保前廳部對(duì)于客人的要求在適當(dāng)?shù)臅r(shí)間內(nèi)給與及時(shí)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(duì)于客人的意見及回饋要有前瞻性的意識(shí)，時(shí)刻保持良好的公共關(guān)系。
Pro-active inseeking guest comments and feedback, maintaining excellent public relations.
§? 確保客史能按照既定的標(biāo)準(zhǔn)記錄。
Ensures that GuestHistory records are maintained to agree standard at all times.
§? 經(jīng)常對(duì)房間進(jìn)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(duì)新型市場(chǎng)趨勢(shì)及競(jìng)爭(zhēng)對(duì)手行為的時(shí)時(shí)關(guān)注，以確保客人對(duì)部門運(yùn)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(zhǎng)期實(shí)施對(duì)客認(rèn)知計(jì)劃并維護(hù)相關(guān)的客史數(shù)據(jù)庫(kù)。
Implements aconsistent Guest Recognition Programmes and maintains a relevant GuestDatabase.
行政
Administration
§? 協(xié)助制定，維護(hù)和更新部門營(yíng)運(yùn)手冊(cè)，部門營(yíng)運(yùn)手冊(cè)應(yīng)當(dāng)反映出酒店政策和程序以及工作過程和標(biāo)準(zhǔn)。確保每年進(jìn)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(zhǔn)備房務(wù)部年度商業(yè)計(jì)劃，確保部門目標(biāo)充分體現(xiàn)酒店目標(biāo)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(yíng)運(yùn)總監(jiān)準(zhǔn)備并定期更新房務(wù)部預(yù)算，確保達(dá)到預(yù)算目標(biāo)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(guān)的表格及報(bào)告能夠及時(shí)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(bào)告及相互信件能夠及時(shí)并準(zhǔn)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(gè)部門內(nèi)建立靈活的員工編制，實(shí)施高效的薪資管理/資源分配。 這將依據(jù)一個(gè)靈活的員工基數(shù)（全職員工和臨時(shí)工）、多技能及多任務(wù)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(dǎo)下屬確保生產(chǎn)力水平滿足凱悅設(shè)計(jì)標(biāo)準(zhǔn)和凱悅酒店集團(tuán)房務(wù)部營(yíng)運(yùn)手冊(cè)的要求。
Directs subordinatesto ensure productivity meets standards given in accordance with Hyatt DesignStandards & Criteria and the Hyatt Hotels Corporation Rooms OperationsManual.
§? 關(guān)注改進(jìn)生產(chǎn)力水平及在可接受的指引下謹(jǐn)慎管理用品/薪資，確保所有設(shè)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(shù)和新設(shè)備的使用，“靈活處理工作”的同時(shí)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(dāng)情況下）和簡(jiǎn)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(dǎo)他們?cè)诠ぷ髦凶裱?jīng)營(yíng)、財(cái)務(wù)及行政管理的理念，確保員工掌握多項(xiàng)技能并承擔(dān)多項(xiàng)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(guān)適用法律，對(duì)所有前廳部員工進(jìn)行緊密督導(dǎo)。
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(dāng)?shù)墓ぷ骱拓?zé)任，在培養(yǎng)和發(fā)展員工的同時(shí)確保營(yíng)運(yùn)標(biāo)準(zhǔn)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(hù)和支持酒店的培訓(xùn)精神和以人為本的管理哲學(xué)，并和進(jìn)修及培訓(xùn)發(fā)展部經(jīng)理密切合作培養(yǎng)和發(fā)展部門培訓(xùn)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(lǐng)班在員工的培訓(xùn)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(duì)新入職的員工進(jìn)行培訓(xùn)，并為新入職的員工及老員工定期進(jìn)行跟進(jìn)培訓(xùn)。
Conducts trainingcourses for new associates, and regular “refresher” courses for newly hired andexisting associates.
§? 發(fā)展及協(xié)助針對(duì)提高技能和知識(shí)的培訓(xùn)活動(dòng)。
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?qǐng)?zhí)行。
Ensures associateshave a complete understanding of Rules & Regulations, and that behaviourcomplies.
§? 及時(shí)觀察并指導(dǎo)所有員工的表現(xiàn)及行為并向其部門經(jīng)理提供反饋，對(duì)于符合標(biāo)準(zhǔn)的要給與表揚(yáng)，對(duì)于有悖于標(biāo)準(zhǔn)的要進(jìn)行適時(shí)的指導(dǎo)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(duì)酒店產(chǎn)品知識(shí)、當(dāng)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(jìn)行員工年度表現(xiàn)發(fā)展評(píng)估，提供真實(shí)和準(zhǔn)確的回饋。
Conducts annual performance development review forrespective associates and providing truthful and appropriate feedback.
§? 將指導(dǎo)原則及核心價(jià)值有效地傳達(dá)給所有層級(jí)的員工。
Effectivelycommunicates guiding principles and core values to all levels of associates.
總則
General
§? 當(dāng)營(yíng)運(yùn)總監(jiān)缺席時(shí)，在行政委員會(huì)代表房務(wù)部，確保房務(wù)部順利和有效的運(yùn)營(yíng)，并在需要時(shí)為其他部門提供服務(wù)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(huì)議并獻(xiàn)言獻(xiàn)策。
Attends andcontributes to all Meetings as required.
§? 指導(dǎo)每天的部門會(huì)議，傳達(dá)當(dāng)天客人的相關(guān)信息；指導(dǎo)定期舉行的前廳部會(huì)議，確保員工獲知相關(guān)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(wù)。
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(duì)不能立即解決的投訴和問題進(jìn)行匯報(bào)，并及時(shí)回饋和跟進(jìn)。
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(guān)于員工及行業(yè)關(guān)系的法律、法規(guī)，理解并嚴(yán)格遵守員工手冊(cè)中的規(guī)章制度，及酒店關(guān)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(dòng)，并給予建議、咨詢和真實(shí)、恰當(dāng)?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(tái)員工始終有高標(biāo)準(zhǔn)的個(gè)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(guān)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(fù)責(zé)的管理和行為，并以積極的形象代表酒店管理團(tuán)隊(duì)和凱悅酒店集團(tuán)。
Exercises responsiblemanagement and behaviour at all times and positively representing the HotelManagement Team and Hyatt Hotels Corporation.
§? 確保恰當(dāng)?shù)臐M足當(dāng)?shù)卣畬?duì)于酒店客人的要求。
To ensure propercompletion of all local government requirements concerning hotel guests.
§? 針對(duì)所有部門建立高效的溝通協(xié)調(diào)機(jī)制，尤其加強(qiáng)對(duì)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(zé)。
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(yīng)需求、改變，執(zhí)行任何合理的任務(wù)及額外職責(zé)。
Responds to requeststo undertake any reasonable tasks and secondary duties and to changes asdictated by the Hotel, industry and company.
