Mgr-Operations I

JOB SUMMARY 工作概述

Responsible for assisting in successfully executing all operations in the hotel Operations departments (may include Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance) and managing staff. 

負責協助成功執行飯店各營運部門之所有運作（可能包含前台、商務中心、休閒/健身中心、客房部、餐飲/廚務部及工程/維修部），並管理相關人員。

Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. Leads specific teams while assisting with meeting or exceeding property goals.

致力於持續提升房客與員工的滿意度，並最大化部門的財務表現。確保各項標準與作業流程均被遵循。帶領特定團隊，同時協助達成或超越飯店的營運目標。

CORE WORK ACTIVITIES 核心工作職責

Leading Operations Team 領導營運團隊

• Ensures that goals are being translated to the team as they relate to guest tracking and productivity.

確保與房客追蹤及工作效率相關的目標能夠清楚傳達並落實於團隊中。

• Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.

營造並維護飯店環境，強調激勵、授權、團隊合作、持續改進，以及對提供優質服務的熱忱。

• Understands employee and guest satisfaction results and developing game plans to attack needed areas and expand on the strengths.
  理解員工與賓客滿意度的結果，並制定行動計畫以改善不足之處，並進一步強化優勢。
• Ensures that the team has the capabilities to meet expectations.
  ​​確保團隊具備達成期望目標的能力。
• Leads by example demonstrating self-confidence, energy and enthusiasm.
  以身作則，展現自信、活力與熱忱。
• Assists employees in understanding guests’ ever-changing needs and expectations, and exceeding them.

協助員工了解賓客不斷變化的需求與期望，並超越其期望。

Managing Property Operations Function(s) 管理飯店營運職能

• Follows property specific second effort and recovery plan.

遵循飯店特定的二次努力與恢復計畫。

• Responds/Publishes all guest satisfaction results and reviews in a timely fashion including all guest satisfaction forms, comment cards and guest letters. 

及時回覆並發布所有顧客滿意度結果與評論，包括所有顧客滿意度表格、意見卡及來信。

• Takes proactive approaches when dealing with employee concerns.
  在處理員工問題時採取主動積極的方式。
• Extends professionalism and courtesy to employees at all times.
  始終對員工展現專業與禮貌。
• Communicates/updates all goals and results with employees.
  與員工溝通並更新所有目標及結果。
• Meets semiannually with staff on a one-to-one basis.

每半年與員工進行一次一對一會談。

• Assists/teaches the team scheduling against guests and hours/occupied room goals.

協助並指導團隊依據賓客需求及工時／入住房間目標進行排班。

• Performs hourly job functions as needed.

視需要執行每小時的工作職責。

• Partake troubleshoot on-site IT solution   
  協助現場簡易 IT 問題排除
• Oversees all housekeeping management and work, including guest room quality check, public area cleanliness. 
  管理客房與公共區域清潔品質

Managing and Monitoring Activities that Affect the Guest Experience 管理與監控影響賓客體驗的各項活動

• Provides excellent customer service by being readily available/approachable for all guests. 

透過隨時可接觸及親切的態度，為所有賓客提供卓越的服務。

• Takes proactive approaches when dealing with guest concerns.

在處理賓客問題時採取主動積極的方式。

• Extends professionalism and courtesy to guests at all times.

始終對賓客展現專業與禮貌。

• Responds timely to customer service department requests.
  及時回應客服部門的需求。
• Ensures all team members meet or exceed all hospitality requirements.

確保所有團隊成員達到或超越所有款待服務標準。

• Handles all guest complaints and service recovery

處理客訴並執行服務補償措施

Managing Profitability 管理盈利能力

• Communicate and liaise with all support functions and also third party suppliers and partners.

與所有支援部門以及第三方供應商與合作夥伴進行溝通與聯繫

• Manage the purchasing of all food and beverage items and hotel operating equipment
  掌握餐飲與營運物品的採購管理
• Adhere to correct purchasing procedures, ensuring consistent pricing and quality across all vendors.
  依照正確的採購程序，確保所有供應商之間的價格一致性與品質水準。
• Assists in performing required annual Quality audit with GM & RD.
  協助與總經理及餐飲總監執行所需的年度品質審核。
• Ensures a viable key control program is in place.
  確保已建立可行的鑰匙管理制度。
• Developing new f&b items and menu updating accordingly
  發展新餐飲項目並定期更新菜單 
• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
  審查財務報表、銷售與活動報告及其他績效資料，以評估生產力與目標達成情況，並確定需要降低成本及改善計畫的領域。
• Seek opportunities to generate revenue while providing added value to our guests
  在提升賓客體驗與價值的同時，尋求創造收益的機會。

Conducting Human Resources Activities 執行人力資源相關工作

• Interviews and assists in making hiring decisions.

進行面試並協助做出招聘決策。

• Receives hiring recommendations from team supervisors.

接收團隊主管的招聘建議。

• Ensures orientations for new team members are thorough and completed in a timely fashion.

確保新進團隊成員的導向訓練完整且及時完成。

• Ensures a sound understanding of brand values.

確保團隊理解品牌價值/觀念

• Create shift schedules, ensure adequate manning cover at all times, and assign daily tasks with accurate recording attendance and overtime
  安排班表與人力配置，紀錄出勤與加班
• Train and develop system training & service standards to all ambassadors following a training plan
  根據培訓計畫進行系統與服務培訓
• Ensure a working understanding of legislation that governs the operation of a hotel and its activities; including employment law, health and safety, food safety, alcohol licensing, first aid and fire safety 
  確保對管理飯店營運及其相關活動的法規有充分的了解；包括勞動法、健康與安全、食品安全、酒類執照、急救以及消防安全等。

Other 其他

• Performs other duties as assigned to meet business needs.

執行為滿足業務需求而指派的其他職責。

CANDIDATE PROFILE 應徵條件

Education and Experience 學歷與經驗

• High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area. 

高中學歷或同等學歷（GED）；具備4年賓客服務、前台、客房或相關專業領域之工作經驗。

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area.

取得認可大學之二年制學位，主修飯店與餐飲管理、款待管理、企業管理或相關科系；並具備2年賓客服務、前台、客房或相關專業領域之工作經驗。

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

萬豪國際致力於成為提供平等就業機會的雇主，歡迎所有人才並提供公平的發展機會。

我們積極營造一個重視並讚揚員工多元背景的工作環境。我們最大的優勢在於員工在文化、才能與經驗上的多樣融合。我們承諾在任何受法律保護的基礎上不進行歧視，包括身心障礙、退伍軍人身分或其他依法受保護的身分。