Regency Club Assistant Manager

Job description

行政

Administration

§ 监督并协助准备及更新嘉宾轩部门运营手册。

Oversees and assists in the preparation and updates of the RegencyClub Departmental Operations Manual.

§ 协助定期召开沟通会议，以确保部门例会及会议的有效性和必要性。

Conducts regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.

§ 在房务部总监和前厅部经理缺席的情况下，在酒店行政委员会中代理行使房务部职能。

Represents the Rooms function on the hotel's Executive Committee in the absence of Director of Roomsand Front Office Manager

§ 负责嘉宾轩每日的正常运转。

Daily operations of the RegencyClub.

§ 确保前台所有员工的电脑操作技能及财务相关技能的培训及更新。

Ensure that all Front Deskstaff are properly trained and updated on all PMS and Finance related skills.

对客服务

Customer Service

§ 始终确保嘉宾轩所有员工实现酒店品牌承诺并提供超出客人预期的服务。

Ensures that all Regency Club associates deliver the brand promise and provide exceptional guest service at all times.

§ 确保嘉宾轩员工适时为酒店内部客人提供优质的服务。

Ensures that Regency Club associates also provide excellent service to internal customers as appropriate.

§ 确保根据当日的预订要求，提前分房、同时正确摆放欢迎赠品。

Ensuresthat on day reservations' requests are adhered to and rooms are blocked in advance with welcome amenities are appropriately ordered.

§ 确保根据抵店时间将所有房间提前分房，并通知客房部。

Ensuresthat all rooms are pre-blocked accordingly to arrival time and housekeeping is informed.

§ 与客房部和工程部密切合作，确保根据维护保养要求锁房。

Worksclosely with Housekeeping and Engineering Department to ensure that rooms are blocked accordingly for maintenance.

§ 确保严格的房卡管理制度。

Ensures the strict control of room keys.

§ 始终确保前厅部所有员工实现酒店品牌承诺并提供超出客人预期的服务。

Ensures that all Front Office associates deliver the brand promise and provide exceptional guest service at all times.

§ 确保前厅部员工适时为酒店内部客人提供优质的服务。

Ensures that Front Office associates provide excellent service to internal customers as appropriate.

§ 协助贵宾及常住客的接待和入住登记。

Assists in greeting and checking-in VIP and Long Stay guests.

§ 确保将每日预抵贵宾、特殊客人、常住客人的房间提前预留，并通知客房部准备房间，确保每间房间放置适当的欢迎赠品。

Ensures that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities.

§ 经常亲自确保客人在入住/退房时，根据凯悦酒店集团的标准始终得到最好的服务。

Personally and frequently verifies that guests check-in /out are receiving the best possible service in line with Hyatt HotelsCorporationstandards.

§ 经常亲自确保客人在入住登记和办理离店时得到尽善尽美的服务。

Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.

§ 确保副理在贵宾及常住客到店时问候接待客人，在必要情况下通知总经理/ 运营总监/ 前厅部经理。

Ensuresthat all V.I.P / Long Staying guests are met on arrival by the AssistantManager and where appropriate General Manager /Director of Operationor Front Office Manager.

§ 确保所有嘉宾轩员工熟知酒店当前推广、政策和其他重要信息。

Ensures that all Regency Club associates are aware of current promotions, policies and other important information.

§ 确保嘉宾轩所有员工熟知酒店产品知识及服务。

Ensures that all Regency Club associates are familiar with the hotel's products and services.

§ 始终执行客人认知计划并且维护相关的客史档案。

Implements consistent guest recognition programmes and maintains a relevant guest history database.

§ 确保客史档案的准确性，并提前登记所有常客。

Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.

§ 礼貌而高效的处理客人和员工询问，跟进并确保问题得到圆满解决。

Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

§ 与客人和同事保持基于良好工作关系的接触。

Maintains positive guest and colleague interactions with good working relationships.

§ 经常亲自确认客人在入住登记和办理离店时能否得到尽善尽美的服务。

Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.

§ 在繁忙时段巡视嘉宾轩，确保嘉宾轩有条不紊的运作并实现酒店品牌承诺。

Spends time in Regency Club during peak periods to ensure that both areas are managed well by the respective team and delivers the brand promise.

财务

Financial

§ 通过利用多种技能、多项任务和灵活的员工编制使员工生产力最大化，以达到酒店财务目标并满足客人期望。

Maximises associate productivity through the use of multi-skills, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

§ 在确保实现酒店品牌承诺的同时，确保嘉宾轩的运营成本最低化，并根据主要业绩指标对部门成本进行合理控制 。

Ensures that the Regency Club operates with the lowest possible cost structure while also delivering on the brand promise to the guest, proactively managing costs based on key performance indicators.

§ 与相关部门经理和嘉宾轩员工协作，通过合理的收益管理、升级销售和库存管理，使客房销售和收入最大化。

Maximises rooms' sales and revenues for the hotel through appropriate yield management, up-selling and inventory management initiatives, working closely with the relevant Heads of Department and Regency Clubassociates.

§ 适时协助完成月度预测。

Assists in monthly reforecast, as appropriate.

§ 协助准备年度商业计划。

Assists in the preparation of the Annual Business Plan.

§ 确保遵循与财务记账、资金处理及营业执照相关的酒店、公司及当地的政策与法规，及时准确的汇报财务信息。

Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.

市场营销

Marketing

§ 确认市场需求，获得额外利润。

Identifies market needs to generate additional revenue.

§ 与市场销售部一起参加每周收益和利润管理会议。

Participates in weekly Yield/management meeting conducted together with Sales and Marketing.

运作

Operational

§ 与相关部门经理协作，管理房务部的整体服务标准，必要时采取措施进行改进。

Monitors rooms' standards in general, working through the respective Head of Department to take corrective action where necessary.

§ 与客房部经理和副理协作，经常巡视和全面检查房间和其它房务区域的总体运营情况。

Conducts frequent and thorough inspections of guest rooms and Rooms areas in general together with the Housekeeping Manager and Assistant Managers - Housekeeping.

§ 与客房部和工程部密切合作，在必要时的锁房维护。

Works closely with the Housekeeping and Engineering Departments to block rooms as necessary for maintenance.

§ 确保在房间超订的情况下，协助安排外部客人的住宿。

Assists in securing external guest accommodation in overbooking situations.

§ 确保公共区域的洁净，符合酒店标准。

Ensures that public areas are clean and up to standard.

§ 经常检查客房的洁净和保养情况，确保客人的满意度。

Frequently inspectsrooms to ensure satisfactory cleanliness and maintenance.

§ 确保酒店所有基本品牌标准的执行，并适时为客人提供多种选择的品牌服务。

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

§ 尽可能向潜在客人推广凯悦天地计划。

PromotesWorld of Hyattprogramme to potential guests whenever possible.

§ 根据顾客意见调查结果，确保所有改进措施贯彻执行。

Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.

§ 以协助和灵活的态度与其他部门经理密切合作，关注酒店的整体成功和客人的满意度。

Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

§ 坚持发扬“群策群力”的精神，确保嘉宾轩的员工以协助和灵活的态度与其他部门合作。

Ensures that the Regency Club associates work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.

§ 确保所有客人的详细资料根据规定准确输入数据库。

Ensures that all guest details are entered correctly in accordance with the principles of clean data.

§ 确保嘉宾轩的整洁，摆放并更新阅读读物。

Ensures that the Regency Club are clean, tidy and well stocked with updated reading materials.

人事

Personnel

§ 负责招聘甄选嘉宾轩员工。遵守酒店的招聘原则，依据素能来选择员工。

Assists in the recruitment and selection of all Regency Club associates. To follow hotel guidelines when recruiting and use a competency-based approach to selecting associates.

§ 监督嘉宾轩所有员工的仪容仪表和守时情况，确保他们根据部门的仪容仪表的规范着装整齐并保持高标准的个人形象和仪容仪表。

Oversees the punctuality and appearance of all Regency Club associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department's grooming standards.

§ 进行员工年度表现发展评估，协助员工达到职业目标。

Conducts annual Performance Development Discussions with Regency Club associates, supports them in their professional development goals.

§ 与进修及培训发展部经理和部门培训员协调，为嘉宾轩所有员工计划并执行有效的培训计划。

Plans and implements effective training programmes for all Regency Club associates in coordination with the Training Manager and Departmental Trainers.

§ 通过月度例会上的持续反馈和协助，支持部门培训员。

Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings.

§ 通过恰当的培训、指导和/或辅导，发展嘉宾轩员工的工作技能和生产力水平。

Develops the skills and effectiveness of all Regency Club associates through the appropriate training, coaching, and / or mentoring.

§ 准备并公布每周工作计划，确保符合酒店生意需求和其它主要业绩指标。

Prepares and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.

§ 鼓励员工开拓创新，并认可他们所作出的贡献。

Encourages associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.

§ 支持并执行以人为本的理念，体现并发扬凯悦的价值观和文化特色。

Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt's Values and Culture Characteristics.

§ 确保员工完全理解酒店的规章制度并遵照执行。

Ensures that associates have a complete understanding of and adhere to associate rules and regulations.

§ 确保所有员工遵守酒店、公司及当地有关火灾和自然灾害的安全常识。

Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

§ 根据员工意见调查表的结果，确保相关改进措施的执行。

Feedback the results of the Associate Opinion Survey and ensure that the relevant changes are implemented.

其他职责

Other Duties

§ 熟知员工和行业的法律法规。

Is knowledgeable in statutory legislation in associate and industrial relations.

§ 确保高标准的个人形象和仪容仪表。

Ensures high standards of personal presentation and grooming.

§ 与竞争酒店和其他公司，包括导游和本地的旅行社，建立长期稳定的关系。

Maintains strong, professional relationships with the relevant representatives from competitor hotels and other organisations, including tour operators and local travel agents.

§ 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 responsible management and behaviour at all times and positively representing the hotel management team and Hyatt Hotels Corporation.

§ 随着行业、公司和酒店的变化，对房务部职能作出相应调整。

Responds to changes in the Rooms function as dictated by the industry, company and hotel.

§ 熟知酒店的员工手册并且理解酒店的规章制度，尤其是有关火灾、卫生、健康、与安全的政策和程序。

Reads the hotel's Associate Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.

§ 按要求参加必要的培训和例会。

Attends training sessions and meetings as and when required.

§ 完成其他合理分配的职责和任务。

Carries out any other reasonable duties and responsibilities as assigned.