酒店房务部培训 皇冠岗位职责-房务总监

义乌国际会议中心LastUpdated:TIME\@"MMMMd,yyyy"June9,2012 PagePAGE1of5JOBDESCRIPTION岗位职责JOBTITLE: ROOMSDIVISIONDIRECTOR职位房务总监AREA/DEPARTMENT: ROOMSDIVISION部门房务部REPORTSTO: DEPUTYGENERALMANAGER/GENERALMANAGER直接上级副总经理/总经理JOBBAND: DIRECTOR级别总监POSITIONSSUPERVISED:FRONTOFFICEMANAGER/EXEC.HOUSEKEEPER下级前厅部经理/行政管家JOBSCOPE:工作范围OverseesanddirectsallaspectsofFrontOffice,Housekeeping,LaundryoperationsandRecreationandHealthCluboperations.监管和指导前厅部、客房部、洗衣房以及娱乐健身俱乐部的日常工作。TESTIMONIAL:IherebyconfirmhavingreadthedutiesandagreetoperformthesedutiesassetoutintheJobDescriptiontotherequiredstandards.证明：本人确认已阅读了职责描述，并同意履行工作职责描述中所规定的职责。Signature:签名……………………Date:日期………….

KeyResponsibilities主要职责HUMANRESOURECS人力资源SupervisestheoverallactivitiesofFrontOffice,Housekeeping,Laundry,RecreationandHealthCluboperations监督前厅部、客房部、洗衣房、娱乐健身俱乐部的整体工作。Monitorsthepersonneloftheseoperationstoensureguestsreceiveprompt,cordialattentionandpersonalrecognition监督上述各部门的工作人员，确保及时，礼貌的接待宾客，并使客人感觉得到充分的重视。Ensuresstaff,particularlyguestcontactpersonnel,arefamiliarwithClubmembers,knownrepeatguestsandotherVIPsandprovidespecialattentionandrecognition确保员工，特别是直接与客人交往的工作人员熟悉会员，能够认別出常客及其它贵宾，并对这些特殊客人格外关照。CoordinatesexchangeofpertinentinformationbetweendepartmentswithintheRoomsDivisionanddirectsexchangeofinformationwithotherdepartments,notably,EngineeringandSecurity协调房务部各部门之间的相关信息的交流工作，并指导房务部与其它部门，特别是工程部和保安部之间的信息交流。ConsultswithDepartmentHeadsandGeneralManageronanongoingbasistoimprovebusinessconduct保持与部门负责人及总经理的磋商机制，以改进业务。Assumesoverallresponsibilityformaintainingpresentationstandardstoensurefacilitiesandequipmentareclean,ingoodrepairandwellmaintained承担保持外观规范的整体责任，确保各项设施和设备的清洁，正常运转，并得到妥善维护。Schedulesandregularlyconductsroutineinspectionsofareasundercontrol计划并实施对所管区域的定期检查。PRODUCTANDSERVICEPUALITY产品和服务质量Maintainsappropriatestandardsofconduct,dress,hygiene,uniforms,appearanceandpostureofRoomDivisionemployees确保房务部员工的行为、装束、卫生、制服穿着、外表和仪态的标准。Conductscomprehensivemonthlydepartmentalmeetingstoincludereviewofproceduresandeventswhichwarrantspecialhandlinganddetailedinformation每月召开综合性部门会议，内容包括对需要特别处理和提供详细信息的程序及活动的总结。FINANCE财政Assistinmanaginghotelrevenuegenerationandmaximizationthroughfullutilizationofhotelsystems,businessprocessesandspecifications.Reviewandapprove/denyalldiscountandrebaterequests.协助为酒店创造营业收入，并通过充分利用酒店的系统，商业程序和规定使收入最大化。审批或拒绝所有折扣和退款要求。Achievebudgetedrevenues,controllaborcostsandexpenses,andmaximizeprofitabilitywithinallareasofresponsibility.Participateinthepreparationoftheannualdepartmentaloperatingbudgetandfinancialplanswhichsupporttheoverallobjectivesofthehotel.完成营业收入预算，控制劳动成本和支出，在职责范围内获取最大的利润。参与编制部门年度运营预算和支持酒店总体目标的财务计划。Prepareandsubmitstatistical,performance,andforecastanalysesandreportsasrequired.编制和提交必要的统计，业绩和预测分析和报告。CommunicatetoappropriatedepartmentsallpertinentinformationrelatedtotheexpectedarrivalanddepartureofVIP’sandotherkeyguests,orotherspecialguestneeds.与相关部门沟通贵宾和其他重要客人的抵店和离店的相关信息，或其它特殊的客人需求。EnsuretrainingandproceduresareinplaceforPBXtoserveasacentralcommunicationspointduringemergency/crisissituationsandthatrelationshipswithlocalfire,police,andemergencypersonnelaredevelopedandmaintained.确保进行程控交换机的培训并按程序执行，从而在紧急情况下成为中心通讯站。与当地消防，警察和急救人员的保持密切关系。PromotesInter-hotelsalesandin-housefacilities促进店内的销售及推销酒店内的设施。Monitorsandcontrolstheinventoriesforoperatingequipmentandsupplies监察和管理运营所需物的设备和供应品的库存。CommunicatestotheGeneralManagertohis/herdelegate,andotherDepartmentheads,allinformationlikelytobeofinteresttothem向总经理或其代表和其它部门的负责人通报他们可能感兴趣的所有信息。MonitorsandcontrolstheRoomDivisionOperationintheareasofrevenueexpenditure,profitableandperformanceagainstbudget从收益支出、利润、业绩表现和预算的差异等方面对房务部的运营进行监测和管理。WorkswithHumanResourcesonmanpowerplanningandmanagementneeds和人力资源部一起进行人力规划和管理需求。WorkswithDirectorofFinanceinthepreparationandmanagementoftheDepartment’sbudget.和财务总监一起编制和管理部门预算。GENERAL概要ToensureHotel’sFire,HealthandSafetyProceduresareimplemented.确保酒店的防火、医疗保健程序得到贯彻实施。Toperformotherassignmentsasrequested.按要求履行其他工作指派。Encouragesthehighestpossiblestandardofenvironmentalmanagement.适应酒店高标准的工作环境。OccupationalHealthandSafetyResponsibilities职业保健及安全职责DemonstrateAwarenessofOH&SpoliciesandproceduresandensureallproceduresareconductedsafelyandwithinOH&Sguidelines表现出职业保健及安全职责方面的政策及程序的意识，确保在职业保健指导方针下安全地进行所有程序并确保下属也是按此规程进行操作。Beawareofdutyofcareandadheretooccupational,healthandsafetylegislation,policiesandprocedures关心并知晓遵守职业、保健及安全方面的政策、法规及程序的职责。Befamiliarwithpropertysafety,firstaidandfireandemergencyproceduresandoperateequipmentsafelyandsensibly熟悉酒店安全、急救及消防、紧急应变程序，安全谨慎地操作设备。Initiateactiontocorrectahazardoussituationandnotifysupervisorsofpotentialdangers发起消除安全隐患的行动并通知主管潜在的危险。Logsecurityincidentsandaccidentsinaccordancewithhotelrequirements按照酒店要求记录安全事故及事件。KeyCompetencies主要资质KeyTasks主要任务DriveForResults获取结果Communicationskillsareutilizedasignificantamountoftimewheninteractingwithothers;demonstratedabilitytointeractwithcustomers,employeesandthirdpartiesthatreflectshighlyonthehotel,thebrandandtheCompany.拥有在与他人交往时大多数时间所使用的沟通技巧；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。Goodwritingskills具有良好写作技巧ProficientintheuseofMicrosoftOffice 熟练使用微软办公软件Problemsolving,reasoning,motivating,organizationalandtrainingabilities 具有解决问题，推理，号召，组织和培训能力Ahighenergylevelandapassionforachievingresults 充满活力和拥有实现目标的热情StrongLeadershipskillsinmanagingteamstodriveforresults能引领团队实现目标Abilitytomanagecomplexrelationships 管理复杂关系的能力Apassionfordeliveringsuperiorresults 有追求最佳效果的热情UnderstandingtheBusiness理解酒店业Demonstrateaninterestinandanunderstandingofissuesrelevanttoyourdepartmentandhotelandkeepyourknowledgeuptodate,includinglegislativeinformation.显示出与本部门及酒店有关事宜的兴趣及理解，并不断更新相关最新情况，包括法律法规。AdherestoTheInternationalConferenceCenterCorporateCodeofConductofConduct,EmployeeHandbookandHotelpolicies.遵守国际会议中心行为准则、员工手册及酒店政策。Demonstratesanunderstandingofcompetitors’majorstrengthsandweaknesses.表现出对竞争对手优势及弱势方面的理解。Establishesandinterpretskeyperformanceindicatorstomanagethebusiness,consistentlytakesintoaccountsfinancialimplicationsofbusinessdecisionsandrecommendations.设立并解释用以管理酒店经营的营运指标，始终考虑到经营决策及建议会为财务方面产生的影响。Hasabroadknowledgeofhowthebusinessisrun,focusesonthemajorfactorsnecessarytoensurethatthebusinessissuccessfulandprofitable.在酒店运营方面有广博的知识，重点放在确保酒店生意成功且赢利的必要重要环节上。ProblemSolvingandDecisionMaking解决问题及决策Diagnoseproblemsandthoroughlyanalyzeinformationtoguidedecisionmaking.诊断问题并全面分析指引决策的信息。Evaluateandassimilatecriticalinformationwhenreachingconclusionsandmakelogical,competentdecisions.当得出结论时，应先评估并吸收关键信息，然后进行逻辑分析、做出有说服力的决定。CustomerFocus关注客户Buildandmaintainpositiverelationshipswithallinternalcustomersandguestsinordertoexceedtheirneeds.与所有内、外部客人建立并保持积极关系，以超过其期望。Takeactiontoaddresstheseneedsinordertoexceedtheirexpectations.采取行动说明这些需求以便能超过他们的期望。Createapositivehotelimageineveryinteractionwithinternalandexternalcustomers.在与内部及外部客人每一次互动的时候都争创积极的酒店形象。Adheretohotelbrandstandards.坚持酒店品牌标准。Maintainahighlevelofproductandserviceknowledgeinordertoexplainandsellservicesandfacilitiestoguests.保持产品及服务高标准，以便向客人解释并销售服务及设施。Assistguestsandescortthemtolocationswithinthehotelattheirrequest.协助客人，并按其要求引领客人去酒店内的相应位置。Maintainknowledgeofspecialprogramsandeventsinthehotelinordertorecognizeandrespondtoguestsneeds.保持对酒店内特殊计划及活动的认知，如客人有需要时可识别并进行回复。MaintaincurrentHotelinformationtobeabletoprovideinformationtoguests.保持对酒店当前信息的认知，以便将相关信息提供给客人。Implementsprocedureswhichenhancetheguestexperience.实施会使客人满意度提升的工作程序。Innovation创新Generatenewideasandencouragecreativityfromyourstaff.从本部门员工处获取新想法并对其创造性予以鼓励。Recognizetheneedfornewandmodifiedapproaches.认可新的、改良的方法的需要。Teamwork团队精神Demonstrateco-operationandtrustwithcolleagues,supervisors,teamsandacrossdepartmentstodeliverpositiveresults.在同事、主管、团队人员及部门间显示出合作与信任。Activelyparticipateinwiderhotelmeetings.积极参与酒店各项会议。Interactwithdepartmentandhotelstaffinaprofessionalandpositivemannertofostergoodrapport,promoteteamspiritandensureeffectivetwowaycommunication.以专业积极的方式与部门及酒店员工进行互动，以培养促进和谐的团队精神并确保有效的双向沟通。Adaptability适应性Becomfortableandeffectiveinanenvironmentofambiguityorchange.可适应变化的环境，并且能够有效地工作。Bereceptivetonewideasandrespondtoworkplacechangesinaflexib