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万豪酒店是万豪国际集团的旗舰品牌，遍布全球 500 多个地区，正在不断推进待客的艺术，让我们的客人拥有精彩纷呈的旅程。作为万豪酒店的主人，您将通过提供极佳的选择、精致的风格和精心设计的细节，帮助我们遵守这一承诺。凭借您的技能和想象力，我们将一道创新和重塑酒店业的未来。
作为上海最大规模的万豪品牌酒店，上海雅居乐万豪酒店于2011年11月24日正式开业，其落座于繁华的城市中心，位于西藏中路，毗邻人民广场和人民公园。步行至南京路步行街仅需30秒，也可步行至上海繁华的著名景点 —— 外滩，苏州河及新天地。
Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.
Construction of the largest full-service Marriott-branded hotel in Shanghai, Shanghai Marriott Hotel City Centre opened its doors on 24 November, 2011. Located aside People's Square and Park on Xi Zang （Middle） Road, the Shanghai Marriott Hotel City Centre enjoys a premium downtown location. Nanjing Pedestrian Street is a 30 second stroll from the hotel's street entrance. The BUND, Suzhou Creek and the lively Xintiandi are all within easy walking distance.
MAJOR RESPONSIBILITIES 責任概要 :
Functions as the Strategic Business Leader of Hotel Operations and acts as General Manager in his/her absence. Areas of responsibility include Front Office, Recreation/Fitness Center, Housekeeping, Loss Prevention, Engineering, Food and Beverage and Event Management, where applicable. Position works with direct reports (executive committee members and department heads) to develop and implement the operations strategy and ensures implementation of the brand service strategy and brand initiatives. The position ensures operations meets the brand’s target customer needs, ensures associate satisfaction, focuses on growing revenues and maximizes financial performance. As a member of the executive committee, develops and implements hotel-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and property associates and provide a return on investment to the owner and Marriott International.
SPECIFIC DUTIES 工作任務 :
The following are specific responsibilities and contributions critical to the successful performance of the position:
Develops an operational strategy that is aligned with the brand’s business strategy and leads its execution. Works with team to put sustainable work processes and systems in place that support the execution of the strategy.
Keeps operations team focused on the critical components of operations to drive guest satisfaction and the desired financial results; makes and executes key decisions to keep property moving forward towards achievement of goals.
Champions change. Ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
Establishes a vision for product and service delivery on property.
Continually communicates a clear and consistent message regarding operational goals to produce desired results.
Identifies and analyzes operational challenges and facilitates the development of solutions to prevent reoccurrence.
Ensures that all operational areas have an atmosphere that is conducive to the overall guest experience.
Researches new products, services or trends and introduces ideas to operations to enable property to remain competitive.
Analyzes pricing and services of competition and maintains active relationship with competition.
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
Tours building on a regular basis speaking with associates and guests to determine business needs and assess operational opportunities.
Participates in public space walk-throughs with Engineering, Housekeeping and Stewarding to ensure guest rooms, public space and back of the house areas are well maintained and preventative maintenance processes are in place.
Works with community and local officials to ensure operational issues that involve external parties can be resolved in a mutually beneficial manner.
Ensures regional business initiatives are implemented and communicates follow-up actions to team as necessary.
Communicates and executes departmental and hotel emergency procedures and ensures operations staff can do the same.
Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership team.
Fosters associate commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and associates.
Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer; ensures core elements of the service strategy are in place to produce the desired results.
Serves as the customer advocate on the property. Pulls together resources to resolve guest and operational issues and impact results.
Is highly visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
Observes service behaviors of associates and provides feedback to individuals and/or managers; continuously strives to improve service performance.
Facilitates/attends pre- and post-convention meetings to establish relationship with customer, understand group needs and set and manage expectations.
Reviews comment cards, guest satisfaction results and other data to identify areas of improvement. Reviews findings with leadership team and ensures appropriate corrective action is taken.
Analyzes service issues and identifies trends. Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
Ensures leadership team is focused on service failures or potential service failures for high profile groups e.g., space conflicts, direct billing errors or denials and works with team to identify long term solutions.
Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to meet or exceed guest expectations and continually improve results.
Ensures that a customer recognition program is in effect throughout all operations areas.
Hires operations management team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation.
Ensures operations managers develop a departmental orientation program and associates receive the appropriate new hire training to successfully perform their job. Ensures managers cross-train associates to support successful daily operations.
Creates appropriate development plans and develops team members based on their individual strengths, development needs, career aspirations and abilities. Ensures the same is done for all managers in the property.
Is knowledgeable of leadership talent in the property; identifies resource needs to strengthen team and plans for future openings.
Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance. Coaches team by providing specific feedback to improve performance. Conducts annual performance appraisals with direct reports according to Standard Operating Procedures.
Participates in the Management Candidacy Review Board process.
Ensures service, technical skills and leadership training occurs throughout operations to support successful daily operations.
Establishes and maintains open, collaborative relationships with direct reports and entire team. Ensures direct reports do the same for their team.
Establishes a presence with associates on property and actively solicits associate feedback. Utilizes an “open door” policy and reviews associate satisfaction results to identify and address associate problems or concerns. Ensures associates are treated fairly and equitably.
Ensures that regular on-going communication takes place throughout operations to recognize performance, set expectations and create awareness of business objectives.
Celebrates successes and publicly recognizes the contributions of team members; ensures recognition occurs in all operations areas.
Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
Ensures team participates in community service events sponsored by Marriott International to build teamwork and enhance community relationships (e.g., Community Clean-up Day, visits to senior citizens homes and homeless shelters).
Sales and Revenue Management
Provides input and supports overall sales strategy.
Suggests innovative marketing ideas to gain market share.
Balances sales goals and commitments with operations ability to deliver against them.
Participates in weekly sales strategy meeting to anticipate service and staffing needs.
Attends the revenue management meeting, evaluates mix of transient and group revenue and provides pricing recommendations, anticipates problem dates and proactively takes action to resolve problems.
Reviews sales contracts for current year and next year. Identifies dates when transient rates may be listing lower than group rates and recommends changes to rates if necessary or develops alternate strategy.
Ensures operations team has a sales strategy with aggressive goals and motivates individuals to achieve these goals and maximize performance.
Attends monthly projection meeting to anticipate long term planning needs.
Communicates regularly with meeting planners on property, evaluates if operations is meeting service needs and provides feedback to operations team.
Uses the STAR report, competitive shopping and other resources to maintain an awareness of the hotel’s market position. Researches competitor’s strategies to identify ways to increase market share and maximize revenue.
Participates in meeting planner site visits or inspections and prepares operations team for the same.
Develops strong community and public relations by participating in local events or sponsoring activities that showcase the property.
Has overall responsibility for operations sales performance against budget. Monitors the department’s actual and projected sales to ensure revenue goals are met or exceeded and opportunities are identified and addressed. Reviews RevPAR, meal period covers, room capture ratio and average check on a daily basis.
Participates in sales calls with members of the sales team to acquire new business.
Reviews financial reports and statements to determine how Operations is performing against budget. Works with direct reports to determine areas of concern and establish ways to improve the departments’ financial performance. Leads cost containment efforts within operations including organizational restructuring when necessary.
Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses. Strives to maintain profit margins without compromising guest or associate satisfaction.
Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaches direct reports to address problem areas and holds team accountable for results.
Conducts comparative analysis and gathers best practices. Encourages operations team to either establish new processes or improve existing processes to yield greater productivity e.g., banquet set-up and group check-in process.
Facilitates the capital expenditure process with the operations departments. Works with direct reports to identify ways to improve product or service levels and add value for the customer and associates. Ensures capital expenditure funds are being used to address the priorities outlined in the service strategy.
Negotiates contracts with retailers, service vendors and other contractors to obtain agreements that are beneficial for the property in accordance with SOPs (e.g., Avendra).
Provides the operational expertise during owner meetings; gives meaning or context to the financial results, demonstrates an understanding of cash flow and owner priorities.
Shares new ideas for stimulating business opportunities, improving service and increasing profitability.
Builds owner loyalty through good communication, recognition and involvement in key decisions.
Understands the Management Agreement and ensures decisions are made in accordance to the agreement.
Establishes relationship with owner as a business partnership and supports the relationship between the General Manager and the owner.
Balances owner’s objectives and Marriott International’s objectives to produce mutually beneficial solutions.
Performs other duties as assigned to meet business needs.
The following are specific responsibilities and contributions critical to the successful performance of the position: