招聘房务副总监（客房工作经验）_北京金融街丽思卡尔顿酒店招聘信息-最佳东方

JOB SUMMARY

· Functions as the strategic business leader of the property's Rooms Operations. Areas of responsibility include Front Office, Business Center, Recreation/Health Club and Housekeeping.

作为酒店客房运营的战略业务领导者。职责范围包括前厅、商务中心、水疗健身/健康俱乐部和客房服务。

· Position works with direct reports (department heads) to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Rooms Operations meet the brand’s standards, targets customer needs, ensures associate satisfaction, focuses on growing revenues and maximizes the financial performance of the department.

与直接下属（部门主管）合作，制定和实施部门战略，确保品牌服务战略和品牌计划的实施。该职位确保客房运营符合品牌标准，以客户需求为目标，确保员工满意度，专注于增加收入，并最大限度地提高部门的财务绩效。

· As a member of the Executive Committee, develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and associates and provides a return on investment to the owner and Marriott International.

作为执行委员会成员，制定并实施酒店战略，提供产品和服务以满足或超过品牌目标客户和同事的需求和期望，并为业主和万豪国际提供投资回报。

CANDIDATE PROFILE

Education and Experience

· 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

工商管理、酒店和餐厅管理或相关专业在正规大学 2 年课程;4年客户服务、前台、客房服务、销售、管理运营或相关专业领域经验。

OR或

· 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years’ experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

工商管理、酒店及餐厅管理或相关专业4年制学士学位;2年客户服务、前台、客房、销售、管理运营或相关专业领域经验。

Skills and Knowledge

· Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

客户和个性化服务 - 了解提供客户和个性化服务的准则和流程。包括客户需求评估、服务满足质量标准以及客户满意度评估。

· Management of Financial Resources - Determining how money will be spent to get the work done, and accounting for these expenditures.

财务管理 - 确定如何花费资金来完成工作，并核算这些支出。

· Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

行政管理 - 了解战略规划、资源分配、人力资源建模、领导技术、生产方法以及人员和资源协调方面的业务和管理原则。

· Applied Business Knowledge - Understanding market dynamics, enterprise level objectives and important aspects of the company’s business to accurately diagnose strengths and weaknesses, anticipate opportunities and risks, identify issues, and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business results.

应用业务知识 - 了解市场动态、企业层面目标和公司业务的重要方面，以准确诊断优势和劣势，预测机会和风险，发现问题，并制定战略和计划。使个人和团队行动与推动业务成果的战略和计划保持一致。

· Management of Material Resources - Obtaining and seeing to the appropriate use of equipment, facilities, and materials needed to do certain work.

物料资源管理 - 获取并查看执行某些工作所需的设备、设施和材料的适当使用。

CORE WORK ACTIVITIES

1.Managing Profitability盈利能力管理

· Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.

向品牌目标客户展示和传达客人满意度的关键驱动因素

· Analyzes service issues and identifies trends.

分析服务问题并识别趋势。

· Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.

做出并执行必要的决策使酒店朝着达成目标的方向前进

· Works with Rooms management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

和房务部其他管理层一同制定与丽思卡尔顿品牌的商业战略相一致的运营战略，并引导其执行。

2.Managing Revenue Goals收益目标管理

· Monitors Rooms operations sales performance against budget.

根据预算监控房务部运营销售业绩。

· Reviews reports and financial statements to determine Rooms operations performance against budget.

审查报告和财务报表，根据预算确定房务部运营情况。

· Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.

指导和支持运营团队有效管理住宿率、房价和营运费用

· Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

审查工资进度报告，比较预算工资和实际工资，直接指导解决报告问题，并使团队对结果负责。

3.Leading Operations and Department Teams引导运营和部门团队

· Champions the brand’s service vision for product and service delivery and ensures alignment amongst the Rooms leadership teams.

维护品牌在产品和服务交付方面的服务愿景，确保客房领导团队之间的一致性。

· Develops systems to enable associates to understand guest satisfaction results.

开发系统，使员工了解客户满意度结果。

· Communicates a clear and consistent message regarding departmental goals to produce desired results.

就部门目标传达清晰一致的信息，以产生预期的结果。

4.Managing the Guest Experience管理客人体验

· Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.

与领导团队一起回顾客人的反馈并确保采取适当的纠正措施。

· Responds to and handles guest problems and complaints.

回应并处理客人的问题和投诉。

· Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

定期与客人保持接触和沟通，以获得产品质量、服务水平和整体满意度的反馈。

· Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.

在房务部和餐饮部区域创造一个可以满足和超过客人预期的氛围。

5.Managing and Conducting Human Resources Activities管理和执行人力资源活动

· Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

促进创造性解决方案的发展，以克服障碍，并确保实施不断提升客人满意度结果

· Ensures associates are treated fairly and equitably.

确保公平和平等的对待员工

· Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).

确保在房务部开展有规律的、持续的沟通（比如上班前的例会，员工会议）

· Fosters associate commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and associates.

培养员工对提供优质服务的承诺，参与日常的会议，并在客人和员工的所有互动中树立理想的服务行为模式

· Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.

将客人满意度作为员工/运营会议的组成部分，并强调以创新的方式不断改进结果

· Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance. 利用绩效评估流程为直接下属设定目标和期望，让员工对成功的绩效负责

· Solicits associate feedback, utilizes an “open door policy” and reviews associate satisfaction results to identify and address associate problems or concerns.

征求同事的反馈，利用“开放政策”，并审查同事的满意度结果，以识别和设法解决同事的问题或担忧

· Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.

根据标准和当地操作程序(SOPs and LSOPs)，确保政策的执行是公平和一致的，纪律程序和文件是完整的，并支持同行评审过程

· Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.

根据标准操作程序与直接下属进行年度绩效评估

· Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.

支持变革，确保品牌和区域业务计划的实施，并在必要时与团队沟通后续行动

· Be responsible for hotel security and safety, hygiene levels of Rooms and Public Areas.

负责酒店的安全保卫，房间和公共区域的卫生水平

· Make sure everything in Rooms division is compliance with local laws.

确保房务部所有的事情符合当地法律

MANAGING EMPLOYEE DEVELOPMENT

· Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.

支持部门入职培训计划，让员工接受适当的新员工培训，以成功地完成他们的工作

· Ensures employees are cross-trained to support successful daily operations.

确保员工接受交叉培训，以支持日常运营的成功

· Ensures coordination and facilitation of new hire orientation program to generate a positive first impression for employees and emphasize the importance of guest service in company culture.

确保协调和促进新员工入职培训计划，以给员工留下良好的第一印象，并强调公司文化中对客服务的重要性

· Collaborates with management team to ensure departmental orientation processes are in place and employees receive the appropriate new hire training to successfully perform their job.

与管理团队合作，确保部门培训程序到位，员工接受适当的新员工培训，以成功地完成他们的工作

丽思卡尔顿酒店为每位人才提供平等的就业机会" Talent, meet Respect." It's our pleasure. The Ritz-Carlton is an equalopportunity employer committed to hiring a diverse workforce. 北京金融街丽思卡尔顿酒店，地理位置得天独厚，坐落于西城区金融街太平桥与金城坊东街交汇处，与城市地标及众多文化古迹如故宫仅举步之遥。酒店拥有253间配置卓越的客房，环境优雅舒适，高科技便利设施应有尽有，是商旅及休闲度假者的理想选择。The Ritz-Carlton Beijing, FinancialStreet offering 253 well-appointed guest rooms, comforting amenities and wealthof high-tech conveniences, the hotel is an ideal choice for both business andleisure travelers. The strategic location at the intersection of TaipingqiaoStreet and Jinchengfangdong will afford guests easy access to busy Chang’anAvenue. 我们的绅士淑女是对客服务承诺中最重要的资源。通过实施信任、诚实、尊重、正直和承诺的原则，我们培养并充分发挥员工的天分以达到个人和企业的互利。Ritz-Carlton 致力于创造一个尊重差异化、提高生活质量、实现个人抱负、巩固Ritz-Carlton成功秘诀的工作环境。At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests. By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company. The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton mystique is strengthened.工作日面试时间：每周一到周五下午13:00至17:00地点：北京市西城区金城坊东街1号北京金融街丽思卡尔顿酒店地下二层人力资源部（金融街购物中心东侧）乘车路线：乘坐地铁1号或2号线至复兴门下车；4号线至灵镜胡同下车；公交车7路、38路辟才胡同下车请携带中英文简历及近期一张一寸近照参加面试