房务部总监（客房背景）

1.确保房务部保持正常高效率的运营，并保持下属各部门遵循酒店品牌标准和酒店的服务特性。

To ensure the smoothand efficient running of all operational aspects of the Rooms Division and toensure that the various departments are run according to the standards set forthe brand in general and the hotel specifically.

2.始终确保所有员工实现酒店品牌的承诺及提供超出客人预期的服务。

Ensures that all associates deliver thebrand promise and provide exceptional guest service at all times.

3.确保前厅部员工以及客房部员工提供适当的优质服务给客人。

Ensure that front desk staff and housekeeping staff provide appropriate, high-quality service to guests.    

4.出现在公共区域观察对客服务情况，并与客人进行交谈，必要时，通过部门经理辅导员工的对客服务技能。

Spends time in public areas observing associate-guestinteraction and talking with guests, working through Heads of Department tocoach associates in guest service skills as necessary.

5.礼貌且高效地处理所有内部及外部客人的投诉及要求，并跟进确保问题圆满解决。

Handles all guest and internal customercomplaints and inquiries in a courteous and efficient manner, following throughto make sure problems are resolved satisfactorily.

6.维护客人与同事间保持良好关系。

Maintains positive guest and colleagueinteractions with good working relationships.

7.持续不断地对当地、国内或国际市场趋势，和其他酒店运营进行评估，从而确保酒店的运营处于优秀竞争位置。

Constantly evaluates local, national andinternational market trends, vendors and other hotel operations to make surethat the hotel’s own operations remain competitive and cutting edge.

8.鼓励部门经理寻找市场营销和公关的机会，从而增加知名度及生意。

Encourages Heads of Department to lookfor Marketing and Public Relations opportunities to increase awareness andultimately business.

9.积极的参加每周收益管理会议，监督定价结构的合理性，确保收益及整体利润的大化。

Actively participates in weeklyyield and revenue management meetings, oversees the appropriate

pricing structures to maximiseyield and overall profits.

10.与市场销售部保持联系，接待常客和潜在的客人。

Entertains frequent and potentialcustomers, in liaison with the Sales and Marketing Department.

11.关注所有入住及退房客人的入住体验，协助部门经理，确保完美无缺的服务体验并在必要时进行调整。

Oversees the Rooms experience from check-into check-out for all guests, working through each Head of Department to ensurea seamlessly perfect guest experience and make adjustments where necessary.

12.确保给客人提供最基本的品牌标准服务外，也要为客人适时提供多种选择的品牌服务。

Ensures that all company minimum brandstandards have been implemented, and that optional brand standards have beenimplemented where appropriate.

13.适时会见并问候常住客及贵宾，确保恰当地处理他们的预定，房间分配及登记入住。

Meets and greets regular and VIP guestsas appropriate, ensures the proper handling of all of their reservations, room assignmentsand check-in experience.

14.确保执行酒店客人奖赏计划。

Ensures the implementation of thehotel’s Guest Recognition Programme.

15.定期检查客房以及其他房务部管辖区域，确保维护既定的标准。

Regularly inspects rooms and other Roomsareas to ensure that the set standards are being maintained.

16.与工程部一起维护客房及公共区域达到高标准。

Works with the Engineering Department tomaintain guest rooms and the public areas to the highest standard.