营运管理

Operational

§ 确保前厅部能按照凯悦酒店集团的品牌标准顺利并高效的运行。

Ensures the FrontOffice operates successfully and efficiently in accordance with Hyatt HotelsCorporation brand standards.

§ 确保每日的贵宾、特殊客人、长住客的房间在客人到店前的预锁状态，以及欢迎礼品适时适当的配置。

Ensures that alldaily VIP rooms, special guest rooms, long stay guest rooms for arrivals areblocked in advance and welcome amenities are appropriately ordered.

§ 确保所有房间能按照客人的到店时间提前封闭并及时通知客房部。

Ensures that allrooms are pre-block according to arrival time and Housekeeping is informed.

§ 与客房部及工程部保持紧密的联系，以确保房间能得到及时的封闭及维护。

Works closely withHousekeeping and Engineering Departments to ensure that rooms are blocked andmaintained in a timely manner.

§ 确保对客用及其他部门所用客房钥匙的严格管理。

Ensures that themanagement of guest room keys are strict controlled for guest and otherdepartment..

§ 确保整个前厅部（包括前台、副理柜、礼宾部等）资金运转能够按照本酒店及酒店财务部所制定的政策及程序实施。

Ensures that all cashfloats (Front Desk, Head Host, Concierge etc.) are used appropriately inaccordance to Policies & Procedures which set by the Hotel and the personnelwith access to cash floats should comply with international Policies &Procedures which established by Finance.

§ 经常与客房部经理及其相关副理巡视酒店, 以确保酒店各种标准能够得到执行且错误能够得以改正。

Conducts frequentand thorough inspections together with the Housekeeping Manager and relevantAssistant Managers to ensure standard are met and any faults/ repair areaddressed.

§ 与收益部相协调以确保得到正确的市场数据最终使得平均房价最大化。

Liaises with the Revenue Department to ensure the proper market mixto achieve the maximum average roomrate.

§ 确保每日当班副理工作报告能得到清晰及准确的更新，并确保各种事项的及时跟进。

Ensures that thedaily Assistant Managers’ report is properly and clearly updated and all tracesare properly followed up in a timely basis.

§ 确保商业管理技能得到充分发挥以获得房间销售的最大化。

Ensures commercialmanagement techniques of availability control are applied to achieve themaximisation of room sales.

§ 在酒店出现超额预定时做出相应决策，确保所有超额预定是由管理层人员进行。

Makes all decisionsregarding overbooking the Hotel, ensures all booking are carried out by amember of management.

§ 确保前厅部以销售的态度运作，使得每个员工都有销售意识，以获得收入的最大化。

Ensures Front Officeoperates with a sales attitude, and all personnel are aware of sales andopportunities within the Hotel, which will assist with the maximisation ofrevenue.

§ 将和预设的业绩指标相关的任何风险和机遇及时告知酒店高层管理人员。

Keeps seniormanagement informed of any risk or opportunity in relation to the pre-setperformance figures.

§ 确保前厅部的每一个员工对客房收入目标以及新制定程序有充分的意识，并保持这种行为的有效性及适时性。

Ensures all FrontOffice personnel are aware of all room sales revenue targets, new proceduresand that they are kept informed of performance results and instructions.

§ 坚持酒店的信用政策以确保每笔预期收入的获得。

Adheres to companycredit policies to ensure all revenue expected will be received.

§ 时时关注竞争对手过去和将来的运作以确保本酒店正确的销售策略能得以实施。

Monitors competitorperformance both past and future to ensure correct selling strategies areapplied.

对客服务

Guest Service

§ 建立并维护良好的宾客关系，在对客服务的过程中满足客人的要求并解决客人的投诉。

Establishes rapportwith guests to maintain the good customer relationship and handles all guestcomplaints, requests and enquiries on Front Office services.

§ 经常检查，以确保员工依照凯悦酒店集团标准对客人提供专业的办理入住及退房的服务。

Personally andfrequently verifies that guests check-in/ out are receiving the best possibleservice in line with Hyatt Hotels Corporation standards.

§ 确保每一间贵宾、凯悦天地会员的房间在客人到店前经过精心的准备及检查，其中包括清洁度、礼品的配置及房间的工程维修状态。

Ensures that allVIP’s, Word of Hyatt Member roomsare checked prior to the arrival of the guest for 100% readiness. This includescleanliness, amenities state of repair.

§ 确保每一个贵宾及长住客在抵店时得到接待，在可能的情况下通知到酒店的总经理、运营总监及相关同事。

Ensures that all VIP/ Long Staying guests are met uponarrival by the duty Head Host and where appropriate General Manager/Director ofOperations or related colleagues.

§ 高峰时段在酒店前台及大堂，持续检查对客服务质量标准和清洁标准。

Schedules self to bein the lobby and the Front Desk during peak operation hours, constantlychecking on standards of services quality of guest interaction and cleanliness.

§ 在客人办理入住时亲切问候客人并协助前台员工工作，亲自护送贵宾、凯悦天地会员,以确保客人的要求能得到及时的传达并满足。

Greets and assistsat the check in of guests and escorting of VIP, World of Hyatt Members, ensuring that needs are addressedand satisfied.

§ 确保客人的每件行李能及时地运送到其房间。

Ensures that luggageis swiftly sent to their rooms.

§ 确保客人的电话及留言服务得到及时的传达。

Ensures a speedytelephone and message service for guests at all times.

§ 确保所有员工对酒店产品知识、当前推广、政策改变的最新了解及保持高效的内部沟通。

Ensures allassociates maintain an up-to-date awareness of hotel product knowledge, currentpromotion, policy changes and appropriate internal communication.

§ 维持并促进与当地旅行社及旅游机构的良好合作。

Maintains andpromotes excellent working relationships with local Travel Agents and TourOperators.

§ 确保前厅部对于客人的要求在适当的时间内给与及时的、专业的回馈。

Ensures that theFront Office responds to guests’ correspondences and enquiries appropriately,professionally and within an appropriate time frame.

§ 对于客人的意见及回馈要有前瞻性的意识，时刻保持良好的公共关系。

Pro-active inseeking guest comments and feedback, maintaining excellent public relations.

§ 确保客史能按照既定的标准记录。

Ensures that GuestHistory records are maintained to agree standard at all times.

§ 经常对房间进行检查以确保令客人满意的清洁度及工程维修状态。

Frequently inspectsrooms to ensure satisfactory cleanliness and maintenance.

§ 保持对新型市场趋势及竞争对手行为的时时关注，以确保客人对部门运行的持续满意度。

Maintains awarenessof new market trends and activities of competitors ensuring that the operationremains preferable in the eye of customer.

§ 长期实施对客认知计划并维护相关的客史数据库。

Implements aconsistent Guest Recognition Programmes and maintains a relevant GuestDatabase.

行政

Administration

§ 协助制定，维护和更新部门营运手册，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。

Assists with thedevelopment, maintenance and update of detailed Department Operations Manualthat reflects Policies & Procedures, working processes and standards of performance within theDivision. Ensures annual review to accurately reflect any changes.

§ 协助准备房务部年度商业计划，确保部门目标充分体现酒店目标并满足员工需要。

Assists with thepreparation of the annual Rooms Business Plan ensuring Divisional Objectivesfully address the business objectives of the Hotel and needs of associates.

§ 协助营运总监准备并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。

Assists with thepreparation and regular update of the Rooms Departmental Budget in closecooperation with the Director of Operations, ensuring targets are met and costs are effectivelycontrolled.

§ 确保本部门所有相关的表格及报告能够及时地递交到总部。

Ensures that allroom related forms and reports are forwarded in time to the Corporate/Divisional Office.

§ 确保所有前厅部的报告及相互信件能够及时并准确的完成。

Ensures that allFront Office Department reports and correspondence are completed punctually andaccurately.

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 department. This will be based on theprinciples of a flexible associate base (Full Time & Part Time associates),flexible roster, 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营运手册的要求。

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.

§ 通过“灵活处理工作”（适当情况下）和简化工作流程，来回顾和不断探索所有员工的生产力水平改善。

Reviews andconstantly seeks Productivity level improvements of all associates through theprocess of “taking work out of the system” (when appropriate) and throughstreamlining of work process.

人员管理

People Management

§ 录用、挑选并发展前厅部员工，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, selects,motivates and develops Front Office associates to work following theoperational, financial, administrative philosophies ensuring associates aremulti skilled and perform multi tasks.

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

Through hands-onmanagement, supervises closely all Front Office associates in the performanceof their duties in accordance with Policies & Procedures and applicablelaws.

§ 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 resourcefulassociates, nurturing and developing them whilst ensuring standards ofoperation and safety are maintained.

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

Instils and supportsthe Training initiatives and philosophies of the company and works closely withthe Learning and Development Manager in developing a team of activeDepartmental Trainers.

§ 确保所有经理,副理和领班在员工的培训及发展中发挥积极的作用。

Ensuring that allManagers, Assistant Managers and Team Leaders take an active role in thetraining and development of associates.

§ 对新入职的员工进行培训，并为新入职的员工及老员工定期进行跟进培训。

Conducts trainingcourses for new associates, and regular “refresher” courses for newly hired andexisting 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.

§ 及时观察并指导所有员工的表现及行为并向其部门经理提供反馈，对于符合标准的要给与表扬，对于有悖于标准的要进行适时的指导并更正。

Observes the overallconduct & appearance of all associates & provide feedback to theirDepartment Heads should performance standards need to be praised, or addressedfor corrective action & to take disciplinary action of necessary withregard to misconduct and violation of hotel’s regulations.

§ 确保所有员工对酒店产品知识、当前推广、政策改变的最新了解及保持高效的内部沟通。

Ensures allassociates maintain an up-to-date awareness of hotel product knowledge, currentpromotion, policy changes and appropriate internal communication.

§ 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 annual performance development review forrespective associates and providing truthful 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

§ 当营运总监缺席时，在行政委员会代表房务部，确保房务部顺利和有效的运营，并在需要时为其他部门提供服务及支持。

In the absence ofthe Director of Operation, represents Rooms on theHotel Leadership Committee, ensures the efficient & smooth operation of theRooms Division, providing services and support to other Divisions as required.

§ 按要求出席所有会议并献言献策。

Attends andcontributes to all Meetings as required.

§ 指导每天的部门会议，传达当天客人的相关信息；指导定期举行的前厅部会议，确保员工获知相关政策、程序、特殊事件及客人的意见。

To conduct dailydepartmental briefings focusing on the days guest related matters and regularly Front Office meetings to keep associatesinformed of policies and procedures, special events and guest comments.

§ 确保所有员工始终提供礼貌和专业的服务。

Ensures allassociates provide 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 andassociate enquiries in a courteous and efficient manner, reporting complaintsor problems if no immediate solution can be found, whilst providing feedbackfor prompt follow up.

§ 了解关于员工及行业关系的法律、法规，理解并严格遵守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。

Be 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。

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

§ 确保所有前台员工始终有高标准的个人形象和仪容仪表。

Ensures highstandards of personal presentation & grooming of all Front Officeassociates.

§ 与客人和同事保持基于良好工作关系的接触。

Maintainspositive interaction with guest and colleague and keep a good workingrelationship with them as always.

§ 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。

Exercises responsiblemanagement and behaviour at all times and positively representing the HotelManagement Team and Hyatt Hotels Corporation.

§ 确保恰当的满足当地政府对于酒店客人的要求。

To ensure propercompletion of all local government requirements concerning hotel guests.

§ 针对所有部门建立高效的沟通协调机制，尤其加强对于收银、信贷、销售、客服、维修、电话及安全的管理及协调。

Establishes anefficient method for the coordination of all departments, with particularemphasis on cashiers, credit, sales, housekeeping, maintenance, telephone andsecurity.

§ 根据酒店值班经理的排班安排履行其功效及职责。

To assume thefunctions and responsibilities of Duty Manager in accordance with the Hotel’sDuty Manager’s roster.

§ 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 and company.