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【崗位職責(zé)】
1. 領(lǐng)導(dǎo)團隊致力于提供卓越的賓客滿意度，全面負責(zé)從預(yù)訂到退房的每一個環(huán)節(jié)，包括入住前溝通、迎賓服務(wù)和退房后跟進。
2. 及時有效地解決升級的賓客問題，確保解決方案符合品牌準(zhǔn)則并超越賓客期望。
3. 分析來自點評平臺和內(nèi)部調(diào)查的賓客反饋，找出改進機會并采取糾正措施。
4. 制定并執(zhí)行忠誠度計劃，以促進賓客重復(fù)預(yù)訂和口碑傳播。
5. 管理酒店日常運營，包括客房清潔、維護、前臺和禮賓服務(wù)，確保遵守健康、安全和衛(wèi)生法規(guī)（包括當(dāng)?shù)囟唐诤烷L期租賃法律）。
6. 制定并執(zhí)行所有運營流程、入住/退房流程和質(zhì)量保證審核的標(biāo)準(zhǔn)操作程序 (SOP)。
7. 負責(zé)客用品、清潔用品和便利設(shè)施的庫存管理，優(yōu)化庫存水平，有效減少浪費并降低成本。
8. 與第三方供應(yīng)商（公共服務(wù)人員、維修技師、布草服務(wù)人員）協(xié)調(diào)，確保服務(wù)質(zhì)量，協(xié)商合同，并解決績效問題。
9. 招聘、培訓(xùn)、指導(dǎo)和管理前臺接待員、客房服務(wù)員、維修人員和禮賓人員團隊。
10. 定期進行績效評估，設(shè)定明確的關(guān)鍵績效指標(biāo) (KPI)，并實施培訓(xùn)計劃，以提升團隊成員在客戶服務(wù)標(biāo)準(zhǔn)、安全規(guī)程和酒店技術(shù)方面的技能。
11. 營造積極的工作環(huán)境，促進協(xié)作、責(zé)任擔(dān)當(dāng)和員工留任。
12. 協(xié)助編制年度運營預(yù)算，監(jiān)控支出，并在不影響服務(wù)質(zhì)量的前提下尋找節(jié)約成本的機會。
13. 追蹤收入指標(biāo)，包括入住率、平均每日房價 (ADR) 和每間可供出租客房收入 (RevPAR)，并與銷售團隊合作，推動收入增長。
14. 管理公寓行政事務(wù)，包括記錄保存、許可證續(xù)期以及遵守當(dāng)?shù)厣虡I(yè)法規(guī)。
15. 監(jiān)督物業(yè)管理軟件 (PMS)、渠道管理工具和智能家居技術(shù)的實施和維護，以簡化運營。
16. 進行日常物業(yè)檢查，確保所有公寓均符合品牌在清潔度、功能性和美觀性方面的標(biāo)準(zhǔn)。
17. 確保完全遵守當(dāng)?shù)亻L期和短期租賃法規(guī)、稅務(wù)要求和安全規(guī)范（包括消防、電氣和應(yīng)急準(zhǔn)備標(biāo)準(zhǔn)）。
18. 領(lǐng)導(dǎo)應(yīng)急響應(yīng)計劃，包括制定疏散方案并在危機期間與地方當(dāng)局協(xié)調(diào)。
19. 根據(jù)業(yè)務(wù)和酒店的需要，隨時增加的其他職責(zé)和任務(wù)。
1. Lead efforts to deliver industry-leading guest satisfaction by overseeing all touchpoints from reservation to check-out, including pre-arrival communications, welcome services, and post stay follow-ups.
2.?Resolve escalated guest issues promptly and effectively, ensuring resolutions align with brand guidelines and exceed guest expectations.
3. Analyze guest feedback from review platforms and internal surveys to identify improvement opportunities and implement corrective actions.
4.?Develop and execute loyalty initiatives to drive repeat bookings and positive word-of-mouth referrals.
5.?Manage daily property operations, including housekeeping, maintenance, front desk, and concierge services, ensuring compliance with health, safety, and sanitation regulations (including local short-term and?long -term rental laws).
6.?Create and enforce standard operating procedures (SOPs) for all operational workflows, check-in/check-out processes, and quality assurance audits.
7.?Oversee inventory management for guest supplies, cleaning materials, and amenities, optimizing stock levels to minimize waste and reduce costs.
8.?Coordinate with third-party vendors (public attendant, maintenance technicians, linen services) to ensure service quality, negotiate contracts, and resolve performance issues.
9.?Recruit, train, mentor, and supervise a team of front desk agents, housekeepers, maintenance staff, and concierge personnel.
10.?Conduct regular performance reviews, set clear KPIs, and implement training programs to upskill team members on customer service standards, safety protocols, and property technology.
11.?Foster a positive work environment that promotes collaboration, accountability, and employee retention.
12. Assist in preparing the annual operations budget, monitor expenses, and identify cost-saving opportunities without compromising service quality.
13.?Track revenue metrics including occupancy rates, average daily rate (ADR), and revenue per available room (RevPAR), and collaborate with the sales team to drive revenue growth.
14.?Manage property administration, including record-keeping, license renewals, and compliance with local business regulations.
15.?Oversee the implementation and maintenance of property management software (PMS), channel management tools, and smart home technology to streamline operations.
16.?Conduct routine property inspections to ensure all apartments meet brand standards for cleanliness, functionality, and aesthetic appeal.
17.?Ensure full compliance with local long-term and short-term rental regulations, tax requirements, and safety codes (including fire, electrical, and emergency preparedness standards).
18.?Lead emergency response planning, including developing evacuation protocols and coordinating with local authorities during crises.
19. Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
【崗位要求】
1. 經(jīng)驗：3年以上服務(wù)式公寓、精品酒店或長/短租物業(yè)的運營管理經(jīng)驗。
2. 領(lǐng)導(dǎo)能力：具備領(lǐng)導(dǎo)跨職能團隊、解決沖突并激勵員工達成績效目標(biāo)的卓越能力。
3. 客戶至上：熱衷于提供卓越的賓客體驗，并擁有提升賓客滿意度的成功經(jīng)驗。
4. 技術(shù)能力：熟悉物業(yè)管理系統(tǒng)（例如Opera）、渠道管理系統(tǒng)和智能物業(yè)技術(shù)（例如無鑰匙門禁系統(tǒng)、智能溫控器）。
5. 合規(guī)知識：了解當(dāng)?shù)亻L短租法規(guī)、健康與安全法律以及數(shù)據(jù)隱私標(biāo)準(zhǔn)（如適用，例如GDPR）。
6. 軟技能：優(yōu)秀的英語/當(dāng)?shù)卣Z言口頭和書面溝通能力，較強的解決問題能力和出色的組織能力，能夠有效管理多項任務(wù)。
7. 教育背景：擁有酒店管理、工商管理或相關(guān)領(lǐng)域的副學(xué)士或?qū)W士學(xué)位者優(yōu)先考慮。
8. 證書：酒店運營相關(guān)證書（可選）。
1. Experience: 3+ years of progressive experience in operations management within serviced apartments, boutique hotels, or long-term /short-term rental properties.
2. Leadership Skills: Demonstrated ability to lead cross-functional teams, resolve conflicts, and motivate employees to achieve performance goals.
3. Customer Focus: Passion for delivering exceptional guest experiences with a track record of improving satisfaction scores.
4. echnical Proficiency: Familiarity with property management systems (e.g., Opera), channel managers, and smart property technology (keyless entry systems, smart thermostats).
5. Compliance Knowledge: Understanding of local long-term and short-term rental regulations, health and safety laws, and data privacy standards (GDPR as applicable).
6. Soft Skills: Excellent verbal and written communication skills in English /Local Languages or other languages such as Japanese or Korean is?a plus,?strong problem-solving abilities, and exceptional organizational skills to manage competing priorities.
7. Education: Associate's or Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.
8. Certifications: Optional certification in hospitality operations.

雄安凱賓斯基大酒店是雄安國貿(mào)中心項目的重要組成部分，按照“綠色、智能、創(chuàng)新”理念傾力打造，面積約8.5萬平方米，由高端酒店和高級公寓組成，擁有約410間客房和131套服務(wù)式公寓，配備了一個占地1000多平方米的宴會廳和多個會議室、全天候餐廳、啤酒屋、大堂酒吧、熟食店和中餐廳，滿足商務(wù)和休閑旅客的需求。雄安凱賓斯基大酒店的建成將充分發(fā)揮承接高質(zhì)量疏解功能，為雄安國貿(mào)中心打造集高品質(zhì)商務(wù)辦公、高端集中商業(yè)、星級酒店、服務(wù)式公寓、軌道交通及航空服務(wù)功能于一體的雄安特色TOD（以公共交通為導(dǎo)向的發(fā)展模式）項目提供重要支撐。