Mgr-Operations I

JOB SUMMARY 工作概述 Responsible for assisting in successfully executing all operations in the hotel Operations departments (may include Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance) and managing staff. 負責協助成功執行飯店各營運部門之所有運作（可能包含前台、商務中心、休閒/健身中心、客房部、餐飲/廚務部及工程/維修部），並管理相關人員。 Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. Leads specific teams while assisting with meeting or exceeding property goals. 致力於持續提升房客與員工的滿意度，並最大化部門的財務表現。確保各項標準與作業流程均被遵循。帶領特定團隊，同時協助達成或超越飯店的營運目標。

CORE WORK ACTIVITIES 核心工作職責 Leading Operations Team 領導營運團隊

Ensures that goals are being translated to the team as they relate to guest tracking and productivity.

Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.

Understands employee and guest satisfaction results and developing game plans to attack needed areas and expand on the strengths. 理解員工與賓客滿意度的結果，並制定行動計畫以改善不足之處，並進一步強化優勢。 Ensures that the team has the capabilities to meet expectations. ​​確保團隊具備達成期望目標的能力。 Leads by example demonstrating self-confidence, energy and enthusiasm. 以身作則，展現自信、活力與熱忱。 Assists employees in understanding guests’ ever-changing needs and expectations, and exceeding them.

Managing Property Operations Function(s) 管理飯店營運職能

Follows property specific second effort and recovery plan.

Responds/Publishes all guest satisfaction results and reviews in a timely fashion including all guest satisfaction forms, comment cards and guest letters.

Takes proactive approaches when dealing with employee concerns. 在處理員工問題時採取主動積極的方式。 Extends professionalism and courtesy to employees at all times. 始終對員工展現專業與禮貌。 Communicates/updates all goals and results with employees. 與員工溝通並更新所有目標及結果。 Meets semiannually with staff on a one-to-one basis.

Assists/teaches the team scheduling against guests and hours/occupied room goals.

Performs hourly job functions as needed.

Partake troubleshoot on-site IT solution 協助現場簡易 IT 問題排除 Oversees all housekeeping management and work, including guest room quality check, public area cleanliness. 管理客房與公共區域清潔品質

Managing and Monitoring Activities that Affect the Guest Experience 管理與監控影響賓客體驗的各項活動

Provides excellent customer service by being readily available/approachable for all guests.

Takes proactive approaches when dealing with guest concerns.

Extends professionalism and courtesy to guests at all times.

Responds timely to customer service department requests. 及時回應客服部門的需求。 Ensures all team members meet or exceed all hospitality requirements.

Handles all guest complaints and service recovery

Managing Profitability 管理盈利能力

Communicate and liaise with all support functions and also third party suppliers and partners.

Manage the purchasing of all food and beverage items and hotel operating equipment 掌握餐飲與營運物品的採購管理 Adhere to correct purchasing procedures, ensuring consistent pricing and quality across all vendors. 依照正確的採購程序，確保所有供應商之間的價格一致性與品質水準。 Assists in performing required