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崗位職責/職位描述

Job Summary

職位簡述

To execute and to assist the Rooms Division in managing trainings and development function of the department ensuring that all，service and performance targets are achieved.

執行并協助房務部管理部門的培訓和發展職能，確保所有服務和績效目標得以實現。?

Key Duties and Responsibilities

主要義務和職責

Identifies departmental training needs and coordinate improvement plans with departmental trainers

確定各部門的培訓需求與部門培訓師協調改進計劃。

To facilitate customer service, supervisory and skills training workshops

方便客戶服務，管理和技能培訓的學習。

Review on daily basis JD Power scores of various Rooms Departments and ensure analyzing shortfall for further improvements.

每天根據 JD Power 得分的分值來審核，進一步改進不足和確定培訓方案。

Attend daily Rooms operations meeting and share necessary information of training and development of colleagues

參加日常會議室的操作和分享同事的培訓和發展必要的信息

Monitor and ensure that departmental trainings are conducted consistently.

監控并確保部門進行持續培訓。

Manage and assist cross training initiatives within Rooms

在房務部管理和協助交叉培訓計劃

Assist and prepare training plans for Internship, management trainees and new joiners program within Rooms Division

協助并準備管理培訓及新員工的培訓計劃

Manage and facilitate departmental trainings for the Rooms Division

管理和協助部門的部門培訓

Facilitate delivery of training programs as required by Learning and Development of Atlantis Sanya

由三亞亞特蘭蒂斯學習和發展部來促進培訓項目。

Ensures and monitor that monthly on the job trainings are in placed in each area of the Rooms Division.

保證和監控，按部門的要求每月對崗位培訓分區。

Assigns and nominate management colleagues for off the job trainings as per requirement of Atlantis Sanya

根據三亞亞特蘭蒂斯的要求，指定管理人員進行工作培訓

Ensure departmental training targets are monitored and achieved aligning with resort training targets

確保部門培訓目標得到監控，并達到與度假培訓目標相一致的水平?

Coordinate with Learning & Development to ensure consistency of trainings in the Rooms Division of Atlantis Sanya

與學習與發展協調，確保亞特蘭蒂斯酒店房務部培訓的一致性

Utilize all development plans from Individual Performance Appraisals that individual team members’ requirements are achieved and that individual and departmental goals are followed through.

利用個人績效評估的所有發展計劃，個別團隊成員的需求達到了，個人和部門的目標同時實現。

Conducts audit and assessment to individual team members related to training needs and analysis. Assessments must follow LQA/IFH Mystery Shopper standards

進行審計和評估團隊成員個人相關的培訓需求分析。評估必須遵循 LQA/神秘顧客的標準.

Conduct and facilitate internal colleagues surveys for Rooms Division all year round to ensure it aligns with annual ‘CES’

對公司內部房務部員工進行全年的調查，以確保其與每年的“CES”保持一致

Ensures that all employees are fully conversant and product knowledge is up to date with the hotels facilities and services.

確保所有員工完全熟悉產品知識是最新的酒店設施和服務。

Conduct a monthly product knowledge tests to maintain colleagues product knowledge levels

每月給同事進行產品知識測試。

Assist Departmental Trainers in their development and monitors the effectiveness of their trainings

協助部門培訓師發展并監督他們的培訓效果

Assist, Formulate and Implements Quality Core Processes within Rooms such as formulating necessary Standards and Procedure required by the business.

協助、制定和實施內部的質量核心流程，如制定業務所需的標準和程序。

Ensures and verifies that guests are receiving the best possible service available within the Front of House Operations that employees project professionalism and are well trained and provide friendly and efficient service, maintaining an atmosphere of tranquility.

確保并確認客人正在接受最有效的服務，在他們的工作前，員工們都是專業的，受過良好的培訓，提供友好和高效的服務，保持一種安靜的氛圍

Assisting Operations during peak hours checking on the standards of services, cleanliness, greeting and assisting in checking in and checking out guests. Ensures all cash and foreign currency transactions are handled efficiently and appropriately.

協助運營高峰時段檢查服務，清潔，迎接和協助入住和退房的客人。確保所有現金和外幣交易都得到有效和適當的處理。

Verifies constantly that the physical product in all aspects is consistent with the hotel standards.

不斷地驗證所有方面的產品是否符合酒店的標準。

Ensures that all policies and procedure in regards to staff appearance, hygiene and sanitation are enforced.

確保所有有關人員外表、衛生和環境衛生的政策和程序都得到執行

Skills, Experience & Educational Requirements
技能、經驗和教育要求
Minimum 2 years’ experience in the related field. Must be service oriented individual with good decision making capability.
至少 2 年相關領域的工作經驗。必須具有良好的決策能力和服務意識。
College Level on any related hospitality course
大專水平的相關的課程。
Excellent administration, planning and analysis skills
優秀的管理、規劃和分析的能力
Fluency and good command of English Language, both oral and written. Multi lingual skills will be an added advantage
流利，良好的英語口語和書面。有多種語言技能者優先。
Strong interpersonal skills
較強的人際交往能力。
Ability to analyze business trends and performance
分析業務趨勢和性能的能力
Managerial skills and decision making responsibilities
管理技巧和決策責任
Ability to establish effective working relationships with all levels of employees.
能夠與所有員工建立有效的工作關系
Accountability for delivering higher level of guest service and business result.
負責提供更高水平的客戶服務和業務結果
Ability to handle different conflicts and overcome resistance
處理不同分歧和克服阻力的能力
Problem solving skills
解決問題的能力
Strong in leading and developing people
領導力強和發展員工
Ability to impact and influence internal and external audience.
能夠影響和影響內部和外部的客人。
Accountability for self-development
責任自我發展
Adaptability and flexibility to the team and the requirements of the business
業務的需求對團隊給予適應性和靈活性幫助
Ability to prioritize and organize effectively and delegate task where necessary
能夠有效地安排和組織工作，并在必要的地方委派任務?