工作目标Job Objective
房务总监是酒店的行政委员会成员，属高层管理人员，负责在酒店已建立的制度和程序的限定范围内，指导和协助整个房务部的工作活动；监督和指导房务部部的日常运作，并帮助推行部门计划，其中包括前厅部、客房部及保安部。同时与其他部门负责人保持密切合作。
The Director of Rooms belongs to high level management, it is one of the EXCOM member in charge and direct overall activities of the Rooms Division oversees within the limits of established Hotels Group policies and procedures, to directs and coordinate the day to day operation of Room Division and assists in the forward planning of the department which include Front Office, Housekeeping and Security; Cooperates, coordinates and communicates with other department heads as required.
主要职责MAIN DUTIES:
行政ADMINISTRATION
建立和组织房务部机构并行使领导权力。Establish the organization chart of the Rooms Division and delegate authority.
参与并支持酒店战略计划，制定部门发展方针，带领团队达到各个目标。Participate and support hotel’s strategic plan, develop departments target and lead the team to achieve the goal.
熟知并执行品牌标准。Be good knowledgeable with brand standard and implement it.
建立并完善部门工作运行手册、规章制度、政策与程序，确保所有工作符合酒店标准。Establish and revise the department’s SOP, P&P, rules and regulations, to ensure that standards are in accordance with the operations manual.
与总经理和它部门负责人保持经常稳定的沟通。Maintains a steady flow of communication to General Manager and to other department heads.
向上级汇报有关设备、工作方法、供应品及装饰品的管理方法。Make recommendations to management on equipment, work methods, supplies and decorations.
与当地政府相关部门建立并保持良好的关系。Maintain well relationship with the government related department.
安排和分配部门工作，督导部门各项工作计划，确保团队的工作效率，保质保量完成各项任务。To compile and post work schedules, lead the team to ensure complete task correct with high efficiency.
指导员工评估机制；比如雇佣、奖励、忠告、暂缓及必要时解除职务，以确保适当的人员分配和高效率的工作。与部门经理、人事经理或与委派的适当人员协商以执行以上责任。Conducts appraising functions such as hiring, performance, counselling, suspending and dismissing staff if necessary, to ensure appropriate staffing and productivity. Consult with department heads, Personnel Manager or delegate as appropriate in performing these duties.
督导各部门根据工作需要安排员工出勤，合理安排员工年假和加班。Monitor ambassador attendance and assist in planning work schedules, to monitor schedule ambassador annual leave and overtime.
主持前厅部例会，在部门例会上就部门工作做出回顾、整理以提高工作成果，同时在例会上解释新的政策和方向。Conducts Front Office regular (departmental) meetings. Conduct regular operational meetings to review, monitor, adjust and upgrade the performance of the Department as a whole, explaining new directions and policies and procedures at the same time.
按需求准备及检查各种日报表、月报表及其它工作报告。Prepare and check various daily and monthly records and reports, and other reports as required.
向各部门传达涉及房务部的事务，尤其是保证前台最大价值卖房及客房部及时供房
Informs other departments of Rooms Division matters, ensure sell the room to be have maximum value and make sure HSKP provide the rooms for sell on time.
组织安排部门活动，支持酒店各类项目及活动。Organize or support hotel or department programs and activities.
服从周末及节假日行政值班表，如需调整，需要提前申请并得到同意。Obey the MOD duty roster, apply to get approve in advance if will have any changes.Financial and Revenue Responsibilities财务及收入职责
了解财务目标，协助上司准备部门各项预算。Aware of financial targets, works with superior to prepare department’s budget and capex.
在发展的基础上分析和控制部门的现行成本以确保成本符合预算。Prepare P&L analysis. Controls department cost to match budget base on improving performance.
管理和控制经营设备及运作物资储存数量的盘点，进行计划性采购。Monitors and controls inventories for operating equipment and items to ensure par stocks are maintained, to order the replacements within plan.
参与提高酒店其它各项收入，完成预算。Participate to increase the hotel revenue to complete the targets.
在任何可能的情况下进行资源循环利用，增强员工的成本控制意识。ecycles where-ever possible and enforces cost saving measures to staff Training and Human Resources培训和人力资源
配合酒店政策制定及调整部门人员编制，招聘下属员工。Planning and revise department manning within hotel’s policy and guide, to interview and hire associates.
定制未来所需的员工计划。Planning for future ambassador needs and develop.
定期与员工交流，建立和保持良好的员工关系。
Regularly communicates with staff and maintains good relations. Establishes and maintains effective employee relations.
确保提供给大使们一个没有歧视、骚扰和危险的工作环境。
Ensure wherever possible that ambassadors are provided with a work place free of discrimination, harassment and victimisation
处理骚扰、歧视的投诉并且保密。Treat complaints of harassment and discrimination promptly and confidentially.
使用符合集团文化的行为并且尊重及灵活地对待每一位客人和同事。Treat customers and colleagues from all cultural groups with respect and sensitivity.
识别和处理可能导致跨文化冲突或误解的问题。
Identify and deal with issues which may cause cross cultural conflict or misunderstanding.
Guest Service Responsibilities
对客服务的责任
房务总监对房务部对客服务负责，达到品牌标准；教育员工对客服务要有团队工作精神。对任何员工必须公平、公正。The Director of Rooms is responsible and accountable for maintaining the highest service standard as well as spirit and motivation in all ambassadors. Must be fair and just in any staff disciplinary action as required.
保持本部门员工服装适当规范、制服整洁、仪容仪表的规范。Maintains appropriate standards of dress, hygiene uniforms, appearance, posture and conduct of department employees.
有效督导管理房务部人事及培训以确保客人得到最快捷、满意的服务。To monitor Rooms Divison personnel and training to ensure guests receive prompt and courteous services.
管理和督导各部门的工作以确保客人得到最满意的服务。Supervises the above mentioned positions to ensure maximum guest satisfaction.
每日梳理客人预到店及在住客人信息，与本部门及其它部门如客房部、餐饮部、工程部等分享; 并安排前厅经理或行政管家检查跟进客人的要求是否得到落实; 本人对重要客人的房间进行到店前的检查。To go through the Guest Arrival & In House list, share the guest comments and requirement with FO team and other departments such as HSKP, F&B, ENG etc., arrange FOM/EH to check and follow up the guest require to be completed; To check the VIP rooms daily as well.
修正并检查落实贵宾接待流程，确保各部门人员充分了解并完全执行该流程。To revise and implement the VIP treatment process, to ensure team well know the process and implement it completely.
与客人沟通获得客人的反馈意见及建议，关注来自各个渠道的客人反馈，对客人提出的批评做出调查整改报告并呈交上级，对客人提出的批评及表扬均及时与团队成员进行案例分享。Communicate with guests to get the feedback, highly attention on the guest’s comments from each of the channel, to investigate and submit report on guest comments, and conduct case study within team.
主动参与处理客人投诉，妥善处理，即让客人满意也要维护好酒店。To handle the guest complain actively, to deal with the guest with win-win result.
管理房务部人员以确保客房出租率尤其是知名人士的回头率，同时保证重要客人得到特殊关注；拜访长/常住客，与客人建立良好的关系。Monitor Rooms Division personnel to ensure rooms and particularly those of known repeat guests and other VIPs receive special attention. Visit long staying & regular guests, to build and maintain a good relationship with them.
督导建立完善客户档案，确保员工知晓客人习惯及喜好，熟记常/长住客姓名及模样，为客人提供用心的服务，让客人留下难忘的美好记忆。Monitor and complete guest’s profile, ensure associates know the guest’s habits and remember the long staying and regular guest’s name and appearance, to provide the Cousu Main service to the guest to make they have an excellent stay experience. Professional Technical Responsibilities专业技术责任
有效的中英文沟通能力。Effective communication skills in both Chinese & English.
优秀的对客服务和沟通技巧。Strong guest interaction and interpersonal skill.
具备领导才能，独立性强、忠诚可靠并具良好的组织计划能力。Possess leadership quality and supervisory skills, independent, committed and well-organized.
具备良好的培训及培养下属的能力。Be good at training and develop the team members.
熟练操作Opera系统。Be expert of Opera.
熟练操作办公软件。Be expert of Office Software.
具有在房务部最少超过5年的经理职位工作。Experience in the manager position of Rooms for over 5 years will be preferred. Miscellaneous其他
All ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.所有大使在工作中都被要求遵守直接主管所发出的一切合理要求，并且遵循、完成工作。
All ambassadors may be assigned to other duties in the hotel as and when required by business levels.当涉及到商业层面时大使须签署酒店内相关其他责任。 GENERAL DUTIES:一般职责：
遵守酒店及部门的各种规章制度。Abide by Hotel’s and Department’s policy & procedure.
随时执行上级分配的其他相关任务或特殊项目。Perform other related duties & special projects as assigned by the supervisor Health and Safety健康与安全
确保所有潜在的和实际的危险是被立即报告和纠正的。Ensure that all potential and real Hazards are reported immediately and rectified
熟悉各个部门的消防、紧急和炸弹处理程序。Be fully conversant with all departmental Fire, Emergency and Bomb procedures
为了客人们和大使们的安全和消防安全，必须确保所有的紧急程序都被预演、落实和实施。Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and Ambassadors
在公平的酒店规则和严格遵守的法律法规下，确保在酒店内所有人的人生和财产安全。Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.
确保所有大使都在部门内以安全的方式操作，避免不安全的或者不适合的冒险的行为造成自己或者其他工作人员的损伤或不便。Ensure all Ambassador within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others
遵循雅高健康、安全和环境政策，来养成使用安全操作手册和实践安全工作的习惯。减少对环境的影响和防止污染。Use safe manual handling techniques and practise safe work habits following Accor Health, Safety and Environment policies, maintain procedures to minimise our impact on the environment and prevent pollution. Confidentiality保密制度
确保保密和安全的存储所有知识产权和数据，包括所有印刷品和电子软件。遵守雅高互联网和电子邮件政策。
Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Accor Internet and Email policy
保证酒店、客户和大使的信息，交易期间或在公司就业后信息保密。
Ensure Hotel, Customer and Ambassador Information or transactions are kept confidential during or after employment with the company.
To be fully conversant with:
需要遵守的
酒店消防规则Hotel fire procedures
酒店保安规则Hotel security procedures
酒店健康与安全政策和规则Hotel Health and Safety policy and procedures
酒店设备设施和功能介绍Hotel Facilities and attractions
酒店运营部门程序标准Hotel standards of operation and departmental procedures
索菲特奢华体验的关键和仪容仪表指导原则Sofitel Keys of Luxury and Appearance guidelines
索菲特“美妙绝伦”的愿景和她的战略方针Sofitel “BE Magnifique” vision and its corresponding strategies
公司的财务政策Methods of accepted payment of the company
短期和长期的公司市场推广项目
