Job Summary
职位简述
Assisting Director of Front Office managing a smooth day to day operations of Front Office in an attentive, friendly, efficient and courteous manner, providing all guests with high quality of service while maximizing room revenue, productivity, efficiency and meanwhile developing all direct reports and colleagues skills and competencies.
在友好、高效和礼貌的工作方式下协助前厅总监管理前厅部日常运营，给所有的客人提供高质量的服务的同时最大限度地提高客房收入，生产力，效率，与此同时，发展所有直接报告和同事的技能和能力。
Key Duties and Responsibilities
主要义务和职责
Effectively communicate with Director, Front Office to ensure aligning strategic plans and implementation of priorities.
有效的和前厅总监沟通，理解部门战略计划和实施。提高部门效率
Strategic planning and execution to enhance productivity, and efficiency throughout the assigned departments.
战略规划和执行，以提高整个部门的效率
Ensure all colleagues are aware of all departmental objectives, Brand Wisdom targets, and LQA standards and are kept
informed of performance results.
确保所有员工了解各部门的目标，例如惠评网的目标，和LQA的标准，及时了解绩效结果
Ensure all colleagues are following ‘Resort Grooming Standards’ which reflects on brand image
确保所有员工遵守酒店仪容仪表标准”体现了品牌形象
Ensure all guests are receiving and assisted with high level of service in an efficient, warm and professional manner by all colleagues.
保证所有客人都接收并服务客人以高效的服务水平高，所有的同事们都有热情和专业的态度
Actively review and attend guest complaints, comments and feedback, communicate feedback when necessary with colleagues after studying root cause and taking necessary corrective/preventative actions.
积极审查和参加客人投诉、意见和反馈，沟通反馈，必要时与同事在研究的根本原因并采取必要的纠正/预防措施
Implement plans and procedures to continuously enhance and improve overall guest experience and customer service.
实施计划和程序，不断加强和改进整体客户体验和客户服务。
Ensure regular monthly communication meetings and daily briefings are held within the departments.
保证每月定期沟通会议和每日例会在部门举行
Ensure regular communication meetings are held with other functional/supporting departments such as Room Reservations, Finance, HK, Facilities, IT, etc. to discuss any challenges that may affect guest service process.
确保定期的沟通会议与其他功部门，如客房预订、财务、客房、设施、IT 等，讨论任何可能影响客户服务流程的困难
Conduct mid-year and annual ‘Performance Review’ with all direct reports of assigned departments, and ensure that all levels of colleagues receives a fair and thorough ‘Performance Reviews’ following Human Resources guidelines.
在年中和年度“绩效考核”中，所有下属部门都有直接的报告，并确保所有级别的同事在人力资源指导方针的指导下，得一个公正而
全面的“绩效评估
Coordinate with Director Resort Operations all level of colleague’s development and succession plans ensuring providing fair career growth opportunity, team efficiency, diversity, and enhanced competencies and skills.
协调和假村运营各级同事的发展和继任计划，确保提供公平的职业发展机会，团队效率，多样性，和增强能力和技巧
Involve in all Human Resources activities such as selection, interview, and recruitment process to ensure having the right pool of talents that supports our brand image and growth.
参与所有人力资源活动，如选择、面试和招聘流程，以确保拥有合适的人才储备，以支持我们的品牌形象和成长
Involve in all related daily procedures to Human Resources and Finance such as Attendance, Leaves, Store Requisitions, etc.ensuring that all colleagues are following the proper policies and procedures
参与有关人力资源和财务的所有相关日常程序，如出席、离职、仓库要求等，确保所有同事都遵循正确的政策和程序
Ensure all colleagues are treated with dignity, respect creating a healthy work place environment and increased motivation levels.
确保所有同事都有尊严地对待，尊重创造一个健康的工作场所环境来激励员工。
Ensure an on-going update to all work procedures and policies that best matches the culture of change in the organization.
确保对所有的工作程序和政策进行持续更新，这些程序和策略与组织中的变更匹配
Review on daily basis forecast of various events taking place within the resort to ensure proper planning is in place and colleagues in various departments are ready to deliver the expected level of service
每天对在度假村内发生的各种事件进行日常预测，以确保适当的计划到位，各部门的同事的服务达到预期水平
Review on daily basis individual and group guest forecast and occupancies, have proper planning for guest arrival, stay and departure experiences.
每天根据个人和团体客人的预测和入住情况进行回顾，对客人的到来、停留和离开的经验进行适当的规划
Monitoring on daily basis JD power scores, guest comments, also meet with the respective departmental managers on weekly basis to agree on action plans that will improve scores and achieve the guest satisfaction goals.
每天根据 JD power 的评分，客人的评论，每周也会与各部门的经理见面，就行动计划达成一致意见，以提高分数，达到客户满意的目标
Involve with Vice President, Rooms in all activities that relates to Revenue Management, Sales, Marketing, and Events by
representing Rooms Operation in decision making of Revenue Strategy, Packages and Offers, Managing High Occupancy and Book Out situations, challenges that affects guest experience, large groups and events, etc.
与副总裁联系，在所有与收入管理、销售、市场营销和会议相关的活动中，通过代表客房销售来决定收入策略、套餐、高入住率和预订情况、影响客人体验、大型团体和活动等的挑战
Director, Front Office Resort Operations in all aspects of financial planning, forecasting, budgeting, monthly profit and loss
statement analysis of all direct report departments.
前厅总监要在财务规划、预测、预算各方面业务，所有直接报告部门月度收益表分析
Develop plans that controls and reduces cost, and also maximizing efficiency and work place productivity within assigned budgets and without affecting guest experience.
制定控制和降低成本的计划，并在分配的预算内最大化效率和工作效率，但不影响客户体验。
Assist in attending various meetings as required or in the absence of Director, Resort Operation.
根据需要协助参加度假村的各种会议。
Achieve and improve all targets of key drivers supporting quality assurance standards and procedures (i.e. ISO 9001)
实现和改进支持质量保证标准和程序的关键的所有目标(例如 ISO 9001)。
Skills, Experience & Educational Requirements
技能、经验和教育要求
Strong interpersonal and leadership skills
良好的人际关系和领导能力
High level of adaptability and self-motivation
高水平的适应性和自我激励
Strong administrative skills
很强的管理能力.
Communication skills
沟通技巧
Rooms Operation background in medium or large sized hotel/resort
在中型或大型酒店/度假村的工作经验
