Ensure smooth daily routine operation of the Rooms Division departmentincluding Front Office, Housekeeping, Recruitment and Laundry. Ensure maximumcomfort and safety for all guests in the hotel. Be responsible for planning,controlling and co-coordinating the activities of all Rooms Division personnel. Responsible for the daily operation of the Housing Department. To ensure the smooth daily work of the Front Office Department, Housekeeping Department, Entertainment Department and Laundry under the Housekeeping Department, and to provide maximum comfort and safety for hotel guests. Main job responsibilities of CORE WORK ACTIVITIES Administration administration · Establish theorganization chart of the Rooms Division and delegate authority. Establish and organize the organization of the Housing Department and exercise leadership. · Participate andsupport hotel’s strategic plan, develop departments target and lead the team toachieve the goal. Participate in and support the hotel's strategic plan, formulate departmental development policies, and lead the team to achieve various goals. · Be good knowledgeablewith brand standard and implement it. Be familiar with and implement brand standards. · Establish and revise the department’s SOP, P&P, rules and regulations, to ensure that standards are in accordance withthe operations manual. Establish and improve department operation manuals, rules and regulations, policies and procedures to ensure that all work conforms to hotel standards. · Maintains a steadyflow of communication to General Manager and delegate and to other departmentheads. Keep regular and stable communication with the General Manager and other department heads. · Make recommendationsto management on equipment, work methods, supplies and decorations. Report the management methods of equipment, working methods, supplies and decorations to the superior. · Maintain wellrelationship with the government police, implement the police standard process. Establish and maintain good relations with local public security departments, and implement guest information entry standards. · To compile and postwork schedules, lead the team to ensure complete task correct with high efficiency. Arrange and allocate the work of the department, supervise the work plans of the department, ensure the work efficiency of the team, and complete the tasks with quality and quantity guaranteed. · Conducts appraisingfunctions such as hiring, performance, counselling, suspending and dismissingstaff if necessary, to ensure appropriate staffing and productivity. Consultwith section heads, Personnel Manager or delegate as appropriate in performingthese duties. ·Guide staff evaluation mechanism; Such as employment, reward, advice, suspension and dismissal when necessary to ensure proper personnel allocation and efficient work. Negotiate with the department head, HR manager or the appointed appropriate personnel to carry out the above responsibilities. · Monitor staffattendance and assist in planning work schedules, to schedule staffs annualleave and overtime. According to the work needs, the supervisor shall attend the work and arrange annual leave and overtime for employees. · Conducts Roomsregular (departmental) meetings. Conduct regular operational meetings toreview, monitor, adjust and upgrade the performance of the Department as awhole, explaining new directions and policies and procedures at the same time. Preside over the regular meeting of the Housing Department, review and sort out the work of the department at the regular meeting of the department to improve the work results, and explain the new policies and directions at the regular meeting. · Prepare and check variousdaily and monthly records and reports, and other reports as required. Prepare and check various daily reports, monthly reports and other work reports as required. · Informs otherdepartments of Rooms Division matters, ensure sell the room to be have maximumvalue, keep well communication and relationship with Reservation, Sales &Marketing and Finance departments. Communicate the affairs related to the Housing Department to all departments, especially to ensure the maximum value of the front desk, and keep close contact with the Reservation Department, Sales Department and Finance Department. · Organize or supporthotel or department programs and activities. Organize and arrange department activities to support various projects and activities of the hotel. · Obey the MOD dutyroster, apply to get approve in advance if will have any changes. Obey the administrative duty schedule on weekends and holidays. If adjustment is required, it needs to be applied for and approved in advance Financial and RevenueResponsibilities Financial and income responsibilities · Aware of financialtargets, works with superior to prepare department’s budget and capex. Understand the financial objectives and assist the superior to prepare the department budget. · Prepare P&Lanalysis. Controls department cost to match budget base on improvingperformance. Analyze and control the current cost of the department on the basis of development to ensure that the cost meets the budget. · Monitors and controlsinventories for operating equipment and items to ensure par stocks aremaintained, to order the replacements within plan. Manage and control the inventory of operating equipment and operating materials, and carry out planned procurement. · Ensure sell the roomto be have maximum value. Ensure the maximum value of the front desk. · Increase theUpselling revenue to achieve and exceeding the targets. Increase the revenue of room sales, complete and exceed the budget. · Increase theTransportation, laundry room and Recreation revenue to achieve thetargets. Increase the revenue of fleet, recreation and laundry, and complete the budget. · Participate toincrease the hotel revenue to complete the targets. Participate in improving other revenues of the hotel and complete the budget. · To strict controlover the process of free upgrade, complimentary welcome amenities or breakfastand complimentary transportation, to avoid loss the revenue. Strictly control the process of free room upgrade, free fruit/drinks, free breakfast and free shuttle to avoid the loss of hotel revenue. · To strict controlover the process of high balance, rebate, accounts transfer or adjustment, memberpoints, monitor the pretty cash in the Front Office department, all aboveprocess in according with finance policy. Strictly control the process of insufficient deposit, fee deduction, transfer and account adjustment, and member points, and supervise the department's reserve fund, which conforms to the financial system. · To strict controlover the master key and room key making and distribution process, to avoid anydamage. Strictly control the production and distribution process of master keys and room cards to avoid losses caused by chaotic key management. · Cooperate with Sales& Marketing Department or Food & Beverage Department in hotelpromotions to launch related packages. Cooperate with the Marketing Department or the Food and Beverage Department to develop relevant promotional activities · Recycles where-everpossible and enforces cost saving measures to staff Recycle resources whenever possible to enhance employees' awareness of cost control. · Authorise expenses tokeep balance of capital and operating budgets. Weigh major operating costs and expenditures to ensure balance of income and expenditure. · Control the cost of goodspurchased, services supplied and necessary labour to the sales and productionof our products and service. Control procurement cost, expenditure during service period and necessary labor cost. Training and HumanResources Training and human resources · Planning and revisedepartment manning within hotel’s policy and guide, to interview and hireassociates. Cooperate with the hotel to formulate policies and adjust the staffing of the department, and recruit subordinates. · Planning for futurestaffing needs and develop Customize future employee plans. · Prepares detailedinduction programs for new staff. Make detailed work plans for new employees. · Ensures trainingneeds analysis of all staff is carried out and training programs are designedand implemented to meet needs. Ensure that the analysis of training needs of department employees is carried out, and the training plan is implemented in a planned way to meet their needs. · Regularlycommunicates with staff and maintains good relations. Establishes and maintainseffective employee relations. Regularly communicate with employees to establish and maintain good employee relations. · Ensure whereverpossible that staffs are provided with a work place free of discrimination, harassment and victimization Ensure that employees are provided with a working environment free from discrimination, harassment and danger. · Treat complaints ofharassment and discrimination promptly and confidentially. Handle complaints of harassment and discrimination and keep them confidential. · Treat customers andcolleagues from all cultural groups with respect and sensitivity. Use culturally appropriate behaviors and treat each guest and colleague with respect and flexibility. · Identify and dealwith issues which may cause cross cultural conflict or misunderstanding. Identify and deal with issues that may lead to cross-cultural conflict or misunderstanding. Guest ServiceResponsibilities Responsibility for customer service · Is responsible andaccountable for maintaining the highest service standard in all sections ofRooms Division as well as engendering team spirit and motivation in all staff. DORmust be fair and just in any staff disciplinary action as required. Be responsible for all customer services within the jurisdiction, and meet brand standards; Educate employees to have team spirit in customer service. Be fair and impartial to any employee. · Maintains appropriatestandards of dress, hygiene uniforms, appearance, posture and conduct ofdepartment employees. Maintain proper and standard clothing, neat uniform and standard appearance of employees in the department. · To monitor RoomsDivision personnel and training to ensure guests receive prompt and courteousservices. Effectively manage the personnel and training of the Housekeeping Department to ensure that guests receive the fastest and most satisfactory service. · Supervises the abovementioned positions to ensure maximum guest satisfaction. Manage and supervise the work of each department to ensure that guests receive the most satisfactory service. · Need to go throughthe Guest Arrival & In House list, share the guest comments and requirementwith FO team and other departments such as HSKP, F&B, ENG etc., arrange FOMto check and follow up the guest require to be completed; FOM to check the VIProoms daily as well. Sort out the information of the guests' expected arrival and staying guests every day, and share it with the department and other departments such as the Housekeeping Department, the Food and Beverage Department, and the Engineering Department; And arrange the Front Office Department to check and follow up whether the requirements of the guests have been implemented; I check the rooms of important guests before arriving at the store. · Participate to reviseand implement the VIP treatment process, to ensure FO team well know theprocess and implement it completely. Participate in revising and carefully implementing the VIP reception process to ensure that the front office staff fully understand and fully implement the process. · Communicate withguests to get the feedback, highly attention on the guest’s comments from eachof the channel, to investigate and submit report on guest comments, and conductcase study within team. Communicate with the guests to get their feedback and suggestions, pay attention to the feedback from the guests from all channels, make investigation and rectification report on the criticism raised by the guests and submit it to the superior, and timely share the case with the team members on the criticism and praise raised by the guests. · To handle the guest complainactively, to deal with the guest with win-win result. Actively participate in the handling of guest complaints and properly handle them, not only to satisfy guests but also to maintain the hotel. · Monitor Front Officedepartment personnel to ensure rooms and particularly those of known repeatguests and other VIPs receive special attention. Visit long staying ®ular guests, to build and maintain a good relationship with them. Manage and ensure the room occupancy rate, especially the return rate of celebrities, and ensure that important guests receive special attention; Visit long/regular guests and establish good relations with them. · Monitor and completeguest’s profile, ensure associates know the guest’s habits and remember thelong staying and regular guest’s name and appearance, to provide the customized serviceto the guest to make they have an excellent stay experience. Supervise the establishment and improvement of customer files, ensure that employees know the habits and preferences of guests, memorize the names and appearances of frequent/long-term guests, provide attentive services for guests, and leave guests with unforgettable memories. ProfessionalTechnical Responsibilities Professional technical responsibility · Effectivecommunication skills in both Chinese & English. Effective communication skills in English and Chinese. · Strong guestinteraction and interpersonal skill. Excellent customer service and communication skills. · Possess leadershipquality and supervisory skills, independent, committed and well-organized. Have leadership ability, strong independence, loyalty, reliability and good organizational planning ability. · Be good at trainingand develop the team members. Have good ability to train and cultivate subordinates. · Be expert of Opera. Proficiency in Opera system. · Be expert of OfficeSoftware. Proficient in operating office software. Miscellaneous other · All staffs arerequired to comply with every reasonable request from their hierarchicalsupervisor(s) within an amount of time that it takes to comply under normalcircumstances. All employees are required to comply with all reasonable requirements issued by the direct supervisor, and follow and complete the work. · All staffs may beassigned to other duties in the hotel as and when required by business levels. When it comes to the business level, employees must sign other responsibilities related to the hotel. GENERAL DUTIES: General responsibilities: · Abide by Hotel’s andDepartment’s policy & procedure. Abide by the rules and regulations of the hotel and department. · Perform other relatedduties & special projects as assigned by the supervisor Perform other related tasks or special projects assigned by the superior at any time. Health and Safety Health and Safety · Ensure that allpotential and real Hazards are reported immediately and rectified Ensure that all potential and actual hazards are reported and corrected immediately. · Be fully conversantwith all departmental Fire and Emergency procedures Be familiar with the fire control and emergency procedures of each department. · Ensure that allemergency procedures are rehearsed, implemented and enforced to provide for thesecurity and safety of guests and Staffs All emergency procedures must be rehearsed, implemented and implemented for the safety and fire safety of guests and employees. · Ensure the safety ofthe persons and the property of all within the premises by fairly applyingHotel Regulations by strict adherence to existing laws, statutes etc. Ensure the safety of life and property of all people in the hotel under fair hotel rules and strictly observed laws and regulations. · Ensure all Staffwithin the department work in a manner which is safe and unlikely to give riskof harm or injury to selves or others Ensure that all employees operate in a safe manner within the department to avoid injury or inconvenience to themselves or other staff caused by unsafe or unsuitable risky behaviors. Confidentiality Confidentiality system · Ensureconfidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Ensure confidentiality and secure storage of all intellectual property rights and data, including all printed materials and electronic software. · Ensure Hotel,Customer and Staff Information or transactions are kept confidential during orafter employment with the company. Ensure the confidentiality of the information of the hotel, customers and employees during the transaction or after employment in the company. To be fullyconversant with: Compliance · Hotel fire procedures Hotel fire rules · Hotel securityprocedures Hotel Security Rules · Hotel Health andSafety policy and procedures Hotel Health and Safety Policies and Rules · Hotel Facilities andattractions Hotel facilities and functions · Hotel standards ofoperation and departmental procedures Procedure standard of hotel operation department · Methods of acceptedpayment of the company Financial policy of the company · Short and long termcompany marketing promotions Short term and long-term company marketing projects NOTE remarks: This document reflects the job content at timeof writing and will be subject to periodic change in the light of changingoperational and environmental requirements. Such changes will be discussed with the job holder and the job descriptionamended accordingly. The responsibilities of relevant positions reflected in this document are listed as many as possible, and their contents will change periodically according to the requirements of business and environment. Corresponding changes will be communicated with the employees of the position, and the job description will also be modified according to the actual situation.