营运管理

Operational

§ 确保部门的服务始终按照部门营运手册的标准，高效、一致和礼貌的完成。

Ensures that allservices offered to guests are always available and carried out with efficiencyand courtesy in accordance with guidelines established and documented in theDepartmental Operations Manual.

§ 同销售部紧密合作，确保销售的最大化以达到房间收入的最大化。

Liaises closely withSales and Marketing Department, ensuring the proper market mix and achievingmaximum room revenue.

§ 根据客人认知计划，会面和迎接常住店客人和VIP客人。

Meets and welcomesregular and VIP guests in line with the Hotel’s Guest Recognition Programme.

§ 同部门负责人紧密合作，确保准确及时的处理来店团队、VIP客人和散客。

Liaises closely withall Department Heads to ensure accurate and prompt handling of incoming groups,VIPs and FIT guests.

§ 通知总经理房间销售情况和预订情况。

Advises GeneralManager on room sales progress and status of bookings.

§ 定期对酒店区域进行检查以确保干净整洁和住店客人的舒适，并检查房间和公共区域确保提供符合标准的装饰和用品。

Periodicallyinspects all hotel areas and building premises to ensure cleanliness andcomfort for hotel guests is maintained and that all standards of amenities andtouches are provided in rooms and public areas.

§ 协调开展各项能够满足客人要求的活动。

Coordinates allactivities related to the achievement of guest satisfaction.

§ 定期监控和分析竞争酒店的商业活动和趋势。

Monitors andanalyses the activities and business trends of competitor hotels on a regularbasis.

§ 同旅行社、当地公司和航空公司保持良好的合作关系。

Maintains a closerelationship with travel agencies, local business groups and airlines.

§ 计划和实行有效的促销活动，通过有效的价格管理确保房间收入最大化。

Plans and implementseffective upselling activities to ensure maximum room revenue through effectiverate management.

§ 使常住店客人和潜在客户满意。

Entertains frequent and potentialcustomers.

行政

Administration

§ 建立完善并且维护部门营运手册，部门营运手册应当反映出酒店政策和程序以及工作过程和标准。确保每年进行回顾，反映出改变。

Develops andmaintains a detailed Department Operations Manual that reflects Policies &Procedures, work processes and standards of performance within the Division.Ensures annual review to accurately reflect any changes.

§ 负责部门行政管理的有效运行，保存酒店的所有记录和表格。

Responsible for thesmooth function of the Division’s administration, maintaining all hotel recordsand forms.

§ 确保客人资料的存档并随时保持更新。

Ensures guesthistory files are maintained and kept up-to-date at all times.

§ 确保客户认知项目的不断更新。

Ensures the ongoingmaintenance of the Guest Recognition Programme.

§ 协助准备年度商业计划，确保部门目标充分体现酒店目标并满足员工需要。

Responsible forpreparing the annual Rooms Business Plan, ensuring Divisional Objectives fullyaddress business objectives of the Hotel and needs of associates.

§ 与总经理和财务部总监密切合作准备和定期更新房务部预算，确保达到预算目标并且有效的控制成本。

Prepares andregularly updates Rooms Departmental Budget in close cooperation with theGeneral Manager and Director of Finance, ensuring targets are met and costs areeffectively controlled.

§ 负责确保所有的公司、地区、酒店和政府的报告都精确的编辑并存档，以及及时的上交。

Responsible forensuring that all Corporate, Regional, Hotel and Governmental reports arecompiled accurately and submitted in a timely manner.

薪资和生产力管理

Payroll & ProductivityManagement

§ 通过在整个部门内建立灵活的员工编制，实施高效的薪资管理/资源分配。 这将依据一个灵活的员工基数（全职员工和临时工）、多技能及多任务的原则。

Exercises efficientPayroll Management/ Resources allocation through the establishment of aflexible workforce throughout the Room Division. This will be based on theprinciples of a flexible associate base (Full Time & Part Time associates),multi-skilling and multi-tasking.

§ 指导下属确保生产力水平满足凯悦设计标准和凯悦酒店集团房务部运营手册的要求。

Directs subordinatesto ensure productivity meets standards given in accordance with Hyatt DesignStandards & Criteria and the Hyatt Hotels Corporation Rooms OperationsManual.

§ 关注改进生产力水平及在可接受的指引下谨慎管理用品/薪资，确保所有设备的优化部署和高效能。

Focuses attention onimproving productivity levels and the need to prudently manage utility/ payrollcosts within acceptable guidelines, ensuring optimum deployment and energyefficiency of all equipment.

§ 确保新技术和新设备的使用，“灵活处理工作”的同时提高生产力。

Ensures newtechnology & equipment are embraced, improving productivity whilst takingwork out of the system.

§ 审查和批准所有票据及包括房间设备和用品的订购要求。

Reviews and approvesall invoices and Purchase Requests involving Rooms equipment and supplies.

人员管理

People Management

§ 录用、挑选并发展房务部员工，引导他们在工作中遵循经营、财务及行政管理的理念，确保员工掌握多项技能并承担多项工作。

Recruits, selectsand develops Rooms associates to work following the operational, financial,administrative philosophies and willing to become multi skilled and performmulti tasks.

§ 通过参与管理，根据酒店制度和程序以及相关适用法律，对所有房务部员工进行紧密督导。

Through hands-onmanagement, supervises closely all Rooms associates in the performance of theirduties in accordance with Policies & Procedures and applicable laws.

§ 给具备能力和资源的员工委派适当的工作和责任，在培养和发展员工的同时确保营运标准和安全。

Delegatesappropriately duties and responsibilities to equipped and resourceful associates,nurturing and developing them whilst ensuring standards of operation and safetyare maintained.

§ 拥护和支持酒店的培训精神和以人为本的管理哲学，并和培训发展部经理密切合作培养和发展部门培训员。

Instils the Traininginitiatives and philosophies of the company and works closely with the LearningManager in developing Departmental Trainers.

§ 确保所有经理和领班在员工的培训和发展中发挥积极的作用。

Ensuring that allManagers and Team Leaders take an active role in the training and developmentof associates.

§ 发展及协助针对提高技能和知识的培训活动。

Develops and assistswith training activities focused on improving skills and knowledge.

§ 确保员工完全理解酒店的规章制度并遵照执行。

Ensures associateshave a complete understanding of Rules & Regulations, and that behaviourcomplies.

§ 监督员工士气并提供工作表现及发展的反馈。

Monitors associatemorale and provides mechanism for performance feedback and development.

§ 进行员工年度表现发展评估，提供真实和准确的回馈。

Conducts annualPerformance Development, providing honest and appropriate feedback.

§ 将指导原则及核心价值有效地传达给所有层级的员工。

Effectivelycommunicates guiding principles and core values to all levels of associates.

总则

General

§ 在酒店行政委员会代表房务部，确保房务部高效经济地运营，并在需要时为其他部门提供服务及支持，确保设备、楼层和地面得到适当维护。

Represents Rooms onthe Hotel Executive Committee ensures the efficient & economic operation ofthe Rooms Division, providing services and support to other divisions asrequired, maintaining equipment, buildings and grounds in optimum condition.

§ 主持部门会议并确保会议有计划、高效并以结果为导向。

Conducts weeklyRooms meetings, ensuring all meetings are well planned, efficient and resultsoriented.

§ 按要求出席所有会议并作出贡献。

Attends andcontributes to all Meetings as required.

§ 确保所有员工始终提供礼貌和专业的服务。.

Ensures all associatesprovide courteous and professional service at all times.

§ 礼貌而高效的处理客人和员工询问，对不能立即解决的投诉和问题进行汇报，并及时回馈和跟进。

Handles guest and associateenquiries in a courteous and efficient manner, reporting complaints or problemsif no immediate solution can be found, whilst providing feedback for a promptfollow up.

§ 了解关于员工及行业关系的法律、法规，理解并严格遵守劳动合同和员工手册中的规章制度，及酒店关于防火、卫生、健康和安全的制度。

Is 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.

§ 积极参与员工福利、安全、发展及健康的活动，并给予建议、咨询和真实、恰当的反馈。

Is actively involvedin the welfare, safety, development and well-being of associates providingadvice, counselling and truthful, diplomatic feedback.

§ 确保高标准的个人形象和仪容仪表。

Ensures high standardsof personal presentation & grooming.

§ 与客人和同事保持基于良好工作关系的接触。

Maintains positiveguest and colleague interactions with good working relationships.

§ 始终展现负责的管理和行为，并以积极的形象代表酒店管理团队和凯悦酒店集团。

Exercisesresponsible management and behaviour at all times and positively representingthe Hotel Executive Team and Hyatt Hotels Corporation.

§ 根据酒店、行业和公司的指引，回应需求、改变，执行任何合理的任务及额外职责。

Responds to requeststo undertake any reasonable tasks and secondary duties and to changes asdictated by the Hotel, industry & company.