岗位概述 Job Summary：
负责监督和指导客房或餐饮部门的各方面。客房包括前台、客房清洁、洗衣、康乐、SPA和健身俱乐部的运营。餐饮方面，包括餐饮服务和宴会运营。
在行政部门方面（人力资源和财务），应进行相应监控和监督，并保持日常信息通畅。
在商务发展部门也将行控制和监督。特别是，预订和收入管理将是销售的基础，确保建立关于住宿和宴会预订的运营和深入服务的方法。
Oversees and directs all aspects of either the Rooms function or Food and Beverage function. Under rooms, operations including Front Office, Housekeeping, Laundry, Recreation, Spa and Health Club. Under Food and
Beverage, operations include Food & Beverage Service and Banqueting operations.
The administrative departments (human resources and finance) should be monitored and supervisor, and be kept informed on a daily basis.
The Commercial Department will likewise exercise control and supervision. In particular, reservations and revenue management will be the cornerstone of sales, and will ensure the establishment of in-depth service regarding operational and service methods for lodging and banquet reservations.
基本职责（关键角色）
Essential Duties and Responsibilities – (Key Activities of the role)
与酒店外部的客人和个人互动，包括社区领导、政府官员、旅游行业代表、供应商、竞争对手以及当地社区的其他成员。
Interacts with guests and individuals outside the hotel, including, community leaders, government officials, travel industry representatives, suppliers, competitors and other members of the local community.
人事与行政职责 Human Resources & Administration
a) 与人力资源总监共同监督运营部门成员的面试、新员工的选拔和任命，特别是住宿和餐饮部门。
Oversee with the Director of Human Resources the interviewing for operational department members, selection and appointment of new employees within the lodging and food and beverage departments.
b) 识别有潜力在将来胜任部门故责任的员工并参与制定他们的发展计划。
Identify potential future department heads and participate in the development of their development plans.
c) 建立和维护有效的内部沟通和会议结构，以确保最佳的团队合作和生产力。
Establish and maintain an effective internal communication and meeting structure to ensure optimal teamwork and productivity
d) 监督各部门负责人，全面管理所有员工的职能，以提高或改善部门的质量标准。
Thoroughly manage the functions of all employees through the supervision of each department head to raise and/or improve the quality standards of the department
e) 进行能力开发和绩效评估，以识别关键人员进行进一步的发展和系统性的职业发展。
Conduct competency development and performance evaluations to identify key personnel for further development and systematic career development.
f) 与人力资源部门合作，标准化组织结构，考虑到人力资源规划和劳动生产率。
Work with the Human Resources Department to standardize the organizational structure, taking into account workforce planning and labor productivity.
g) 建立和维护有效的员工关系，包括与所有员工的开放型沟通。
Establish and maintain effective employee relations, including open communication with all employees.
h) 组织高质量团队建设，包括与培训团队进行每月员工会议，提高员工的积极性和意识，并与执行委员会成员协调，配合完成部门培训。
Organize quality team building opportunities and monthly employee meetings with the training team and improve their motivation and heightened awareness with Executive Committee Member, and coordinate with training dept
市场营销职责 Commercial
a) 与酒店外部的行业、客人和个人互动，包括现有和潜在客户、附属公司代表、社区领导、政府官员、旅游业代表、供应商、竞争对手和其他社区成员等。
Interact with industry, guests, and individuals outside the hotel, including current and potential customers, representatives of owned companies, community leaders, government officials, travel industry representatives, suppliers, competitors, and other community members.
b) 协助制定和实施销售和战略计划、营销计划以及针对性项目，以持续提供建议并确保最佳客户满意度、需求潜力和盈利能力。
Assist in the development and implementation of sales and strategic plans, marketing plans, and targeted programs to continuously advise and ensure optimal customer satisfaction, demand potential, and profitability.
c) 与收入管理控制部门协作，准备并提交与收入管理相关的月度预测报告给总经理。
Prepare and submit monthly forecast reports with revenue management to the general manager in conjunction with the revenue management and the control
d) 制定意识提升项目、广告和促销活动，以最大化市场知名度和客户光顾数。
Develop awareness programs, advertising and promotional campaigns to maximize market awareness and patronage
e) 监测客户调查和客户满意度结果，以识别不足、投诉等，并改善服务质量。
Monitor customer surveys and customer satisfaction results to identify deficiencies, complaints, etc. and improve thorough service matters
f) 通过个人参与所有潜在市场，协助寻找可能的销售机会。
Assist with possible sales opportunities through personal involvement with all potential markets.
g) 在房地产和商业、社会及政府社区中建立并维持卓越的可见性和参与度。
Establish and maintain an exceptional level of visibility and involvement in the real estate and business, social, and governmental communities.
财务及行政职责 Finance & Administration
a) 参与并领导战略业务和运营计划的制定。
Participate as a practitioner and provide leadership in the development of strategic business and operational plans
b) 与财务总监、收益管理总监和商业发展总监合作，制定和管理年度预算，并向总经理报告。
Work with the Director of Finance, the Director of Revenue Management, and the Director of Commercial to develop and manage the annual budget and report to the General Manager
c) 与收益管理部门一起准备并提交每月的展望/预测报告给总经理。
Prepare and submit monthly outlook/forecast reports with the Revenue Management to the General Manager.
d) 制定每月报告并与执行委员会成员汇编报告。
Develop monthly reports and compile reports with Executive Committee members.
e) 监控采购操作，确保遵循酒店政策和程序。
Monitor purchasing operations to ensure compliance with hotel policies and procedures.
f) 参与现金管理程序的实施和监控，包括库存和应收款项。
Contribute to the implementation and monitoring of the cash management program, including inventory and receivables.
g) 酒店的消费品库存每月进行一次，设备相关的库存至少每三个月进行一次，特别是客房和餐饮部门。所有库存都要进行记录和监控，并向总经理报告。
Hotel inventory of general consumer goods is conducted monthly, and equipment-related inventory is conducted at least once every three months, especially for Rooms and Food &Beverage department. And all inventories are attended and supervised the numbers, and report to General Manager
运营相关职责 Related Major Operations
a) 建立酒店的新标准，并提供建议和指导，以确保通过提供优质的客人服务和设施实现最高水平的客户满意度。
Establish new standards for the hotel and provide advice and guidance to ensure the highest level of guest satisfaction by providing quality guest services and amenities.
b) 及时回应客户投诉和不满，并及时向客房总监、前台经理和值班经理寻求报告，并根据需要采取行动
Respond to customer complaints and grievances in a timely manner and seek timely reports from the Rooms Director, Front Office Manager, and Duty Manager, and take action as needed.
c) 参与进行每月检查，确保通过全面实施预防性维护计划以及根据指示合理规划和管理家具及设备（FF&E）和资本支出（CapEx），保持物理设施处于运营状态。
Participate in conducting monthly inspections to ensure that the physical facilities are kept in operational condition through full implementation of the preventive maintenance program and wise planning and management of FF&E and CapEx as directed
d) 与房务总监一起定期检查所有客房，特别是在VIP入住和别墅入住时，确保不出现失误，并在入住时迎接客人。
Inspect and conduct regular inspections and enforcement of all guest rooms with the Director of Rooms, especially during VIP check-in and check-in Villa without any fail, and greet guests at check-in time
e) 确保实施和实践应急程序，以保护客人和员工的安全。
Ensure that emergency procedures are practiced and implemented to protect the safety and security of guests and employees
f) 审查并实施节能计划，以在不牺牲人类舒适的情况下最小化能源和公共事业的消耗。
Review and implement energy conservation plans to minimize energy and utility consumption without sacrificing human comfort.
g) 参与值班经理（MOD）工作，负责夜班，实施并报告犯罪预防、设施和运营管理，客户支持和满意度等工作。Participate in MOD and be in charge of the night shift to implement and report on crime prevention, facility and operational management, including customer support and satisfaction.
h) 根据需要与总经理、社区和政府办公室协调功能和活动。
Coordinate functions and activities with the General Manager, the community, and government offices as appropriate.
