一、战略规划与目标管理 1. 战略制定：制定酒店年度、季度运营战略、预算及经营目标，并监督执行。 2. 体系搭建：建立和完善运营管理体系、标准操作规程（SOP）和服务标准。 3. 市场分析：分析市场趋势和竞争对手动态，为战略发展提供运营层面的决策支持。 二、全面运营管理 4. 全业态统筹：全面负责酒店前厅、客房、餐饮、工程、安保等运营部门的日常管理与协调。 5. 跨部门协同：确保各部门高效协同运作，主持召开运营部门日、周、月度工作例会。 三、经营目标与业绩提升 7. KPI拆解：拆解营收、利润、入住率（Occupancy）、平均房价（ADR）、每间可售房收入（RevPAR）、经营毛利（GOP）等核心经营指标，并落地到各部门。 8. 营收增长：优化收入结构，提升餐饮、康体、会议等二次消费占比；独立策划落地日常运营推广及节假日促销活动。 9. 成本管控：审核预算与财务报表，严控运营耗材、人力、能耗等成本。 四、服务品质与客户体验 10. 服务标准：建立并维护高端服务标准与客户服务体系。 11. 客诉处理：亲自督导处理重大客户投诉及突发事件，闭环处理舆情问题。 12. OTA口碑：管控全网OTA平台口碑与宾客评价，提升网评口碑与品牌声誉。 五、团队建设与人才培养 13. 团队管理：负责运营团队的组建、培训、绩效评价与考核。 14. 人才梯队：搭建中层及基层运营团队，构建人才梯队与关键岗位选拔培养机制。 15. 培训体系：制定培训计划，确保全员获得系统的入职培训与职业发展支持。 六、安全合规与应急管理 16. 安全管理：全面负责酒店消防、治安、食品卫生及公共卫生管理工作。 17. 合规运营：确保酒店运营符合国家及地方相关法律法规。 18. 应急处置：完善应急处置机制，负责突发事件的现场指挥与处理。 七、日常行政事务 19. 数据复盘：定期完成经营数据复盘，出具运营分析报告，迭代优化运营策略。 20. 其他工作：完成上级交办的其他工作任务。 任职要求（参考行业通用标准）： · 学历：大专及以上学历，酒店管理、旅游管理、工商管理等相关专业优先。 · 经验：5年以上酒店运营管理经验，其中2年以上同岗位工作经验；有国际品牌酒店或连锁酒店集团经验者优先； · 技能：精通酒店运营全流程；具备扎实的财务分析能力，能熟练解读P&L报表；熟悉酒店PMS系统。 · 能力：具备出色的领导力、沟通协调能力、数据分析能力与商业敏锐度；具备极强的服务意识与危机处理能力。 · 语言：良好的中英文沟通能力者优先。

岗位职责 一、全面运营管理 1. 全面负责酒店前厅、客房、餐饮、康体娱乐、中西厨房等运营部门的日常管理与协调，确保各部门高效协同运作； 2. 制定并执行酒店运营战略、服务标准与流程规范，建立完善的运营管理体系； 3. 主导运营期及第三方外包单位的运营规划、团队组建、标准建立及监管第三方外租单位运营符合酒店服务的各项标准工作。 二、经营目标达成 4. 参与制定年度经营预算与收入目标，监控各部门经营指标完成情况，确保客房收益的增长； 5. 优化收入结构，提升餐饮、康体、会议等二次消费占比，推动整体营收增长； 6. 审核运营报表与财务数据，控制运营成本（固定费用与变动费用），提升经营效益。 三、服务品质与客户体验 7. 建立并维护高端度假服务标准，确保客户满意度与忠诚度持续提升； 8. 主导客户体验优化项目，积极处理宾客投诉，确保服务补救及时有效； 9. 维护酒店物业外观与设施状态，确保公共区域、客房、餐饮及康体设施达到或超越宾客期望。 四、团队建设与人才培养 10. 负责运营部门核心管理团队的招聘、面试、选拔与培养； 11. 设定绩效目标，定期进行绩效评估与辅导，营造积极高效的团队氛围； 12. 制定培训计划，确保全员获得系统的入职培训与职业发展支持。 五、安全合规与应急管理 13. 全面负责酒店安全、消防、食品卫生及公共卫生管理工作； 14. 确保酒店运营符合国家及地方相关法律法规（消防、卫生、劳动、食品安全等）； 15. 担任值班经理，负责突发事件的现场指挥与应急处理。 --- 任职要求 教育背景 - **学历要求**：本科及以上学历，酒店管理、旅游管理、工商管理或相关专业优先； - **知识储备**：熟悉酒店行业相关法律法规，具备扎实的酒店运营管理理论基础。 工作经验 - **年限要求**：8年以上高星级酒店或度假酒店运营管理经验，**2年以上同岗位（运营总监/驻店经理）管理经验**优先； - **项目经验**：具有**珠三角度假型酒店运营部门负责人3年以上经验**者优先，有高端度假型酒店或连锁品牌酒店背景者优先； - **地域经验**：熟悉粤港澳大湾区或华南地区酒店市场者优先。 ### 专业技能 - 精通酒店前厅、客房、餐饮、外包及政务接待等多部门运营管理； - 具备优秀的财务分析能力与预算管控能力，熟悉酒店收益管理； - 熟悉酒店PMS系统（Opera/西软/中软、XMS等）及办公软件操作； - 具备敏锐的市场洞察力，能够根据市场变化及时调整运营策略。 核心素质 - **领导力**：具备出色的团队领导与跨部门协调能力，能够激励团队达成目标； - **沟通能力**：优秀的中英文书面及口头表达能力，能够与国际宾客及团队有效沟通； - **抗压能力**：能够在高压及快节奏环境下工作，适应节假日及周末值班安排； - **创新思维**：具备战略眼光与创新意识，能够推动服务创新与流程优化。 --- ## 薪酬福利 | 项目 | 内容 | |------|------| | **薪资待遇** | 具有市场竞争力的薪酬 | **社会保障** | 六险一金（按实际工资基数缴纳） | | **食宿安排** | 提供免费员工宿舍及工作餐 | | **带薪假期** | 法定节假日、年假、婚假、产假等 | | **培训发展** | 集团化管理培训、职业晋升通道、跨店考察学习机会 | | **员工福利** | 员工折扣、节日福利、生日福利、团建活动 | | **其他** | 专项津贴 | --- ## 工作地点 **广东省清远市清城区清远瞻云度假酒店**

【岗位职责】 1、制定及执行饭店市场销售计划 2、酒店市场开发、客源组织和酒店商品客房、餐饮、会议的销售工作。 3、分析市场动向、特点和发展趋势，设立市场目标。 4、走访客户，根据市场变化，并不断改进服务工作。 5、审核服务活动的策划方案，组织员工工作。 6、签定住房优惠协议、旅行社房价协议及各种合作协议、认报刊合同、广告宣传服务协议。 7、统筹酒店内外的公关宣传工作;审阅酒店对外发布的宣传稿件。 8、对外通过接待、出访、新闻媒介等，对内做好各部门的推销和宣传活动等，管理美工制作，以达到酒店经营的宣传目标。 【岗位要求】 1、广省内酒店工作经验5年以上。 2、按照公司整体要求，制定和组织实施公司在市场策划、销售管理、客户服务和物业管理的战略规划。 3、负责项目可行性比选阶段的市场研究、客户分析、市场定位和营销推广方案设计。 4、负责监督和考核公司各项目的营销推广、销售进度、销售回款和客户服务等，支持和保障项目实施。 5、负责组织营销推广、销售执行、客户服务等方面专业人员的培训。

Responsibilities 工作职责： 1.Manages all operational tasks as well as their respective delegation and follow-up, to ensure the smooth of operation and the highest level of guest satisfaction. 管理所有运营任务以及与之相关的委派与跟进，以确保运营顺畅和客人满意。 2.Anticipate and address guest issues and establish proactive processes to promote guest satisfaction. 参与并解决客人的问题，建立积极主动的处理流程从而提高客人的满意度。 3.Conduct daily walk through to ensure LQA standards and cleanliness together with all Rooms Division policies and procedures are adhered in front and heart of the house areas. 进行每日巡视以确保质量标准、卫生标准及所有房务部的政策与程序在前场和后场区域都被遵守和执行。 4.Develop, recommend, implement and manage the operational department’s annual and long term goals. 制定、推荐、实施和管理运营部门的年度和长期目标。 5.Ensure that all operations departments are maximizing revenue and profit potentials while minimizing costs. 确保各运作部门在最大限度降低成本的同时，实现收入和利润的最大化。 6.Provide effective leadership to the hotel management team and team members to ensure targets are met and exceeded. 为酒店管理团队和团队成员提供有效的领导，确保达到并超越目标。 Job Specs 职位要求 1.Prior experience in a leadership role in an international luxury hotel. Preferably with experience in Rooms Management. 具有国际奢华酒店同等工作经验，具有房务管理经验者优先。 2.Experience in managing budgets, revenue proposals and forecasting results. 具有管理预算、收入建议和预测结果的经验。 3.Strong communicator, exhibits exceptional leadership in motivating and exerting positive influences, resulting in positive relationship with colleagues. 善于沟通，在激励和施加积极影响方面表现出卓越的领导力，与同事建立积极的关系。 4.Highly organized, with a keen eye for detail and a drive to achieve targets. 很强的组织性，对细节非常敏锐，目标导向型。 5.Work honestly with strong responsibility，fairly handle matters. 工作认真负责，作风正派、处事公正，有良好的素质。 6.Confidently able to resolve problems and make decisions. 具备决策能力、解决问题的能力。 7.Fluent written & spoken English. 流利的英语读写能力。

【岗位职责】 1. 全面管理前厅、客房、餐厅工作； 2. 统筹前厅部运营管理工作，确保入住/退房高效顺畅； 3. 管控房态与预订，协调收益策略，优化客房分配； 4. 建立客史档案，推动个性化服务，处理重大客诉； 5. 负责楼层、PA、布草房运营与品质管控； 6. 制定清洁保养标准，确保客房卫生达标； 7. 管控客用品、布草成本，监督设备维护； 8. 统筹餐厅送餐服务日常运营； 9. 确保出品质量、服务标准及食品安全合规； 10. 协助优化菜单与成本控制，提升餐饮毛利率； 11. 执行洲际品牌标准，优化宾客全流程体验； 12. 三大部门团队建设、培训考核及梯队培养； 【任职要求】 1. 精通前厅、客房、餐饮核心运营，熟悉收益管理与成本控制； 2.本科及以上学历； 3.英语熟练，抗压能力强； 4. 有洲际品牌工作经验优先；

工作职责： • Support the overall strategic management of the hotel by establishing effective working relationships with senior colleagues, in particular, the GM, DBD, FC & HRD. • In－charge of Front Office, Housekeeping, Security, Engineering, Food and Beverage, Kitchen and Recreation as well as Food Safety. • Actively participate in the key management issues in the property （Capital projects, refurbishment, training, customer service） • Train and implement Hilton standards and related departmental regulations • Conduct routine inspections of all areas of the hotel to ensure that the hotel’s hardware and software are in optimum condition. • Make a detailed and reasonable cost control plan to control operating costs of each department to maximize operating profit without compromising Hilton standards, safety procedures and guest experience. • Analyze costs on a monthly basis and prepare action plans for cost per occupied room, food cost, beverage costs, payroll including overtime and other expenses such as for out－sourced labor or services. • Manage all direct reports professionally, encouraging good teamwork and operations. • Make or approve appropriate annual/quarterly/monthly budgets, targets and work plans for each direct report • Conduct regular Operations meetings including all direct reports • Supervise team members’ performance and grooming daily • Ensure that duty rosters are based on the needs of the hotel and are compliant with labor laws • Ensure that hotel and direct reports achieve all key targets including but not limited to revenue, profit, SALT, QA, turnover, etc. • Work with the DBD and F&B Managers to ensure that all aspects of F&B is operating cost effectively （menu presentations/menu/pricing/promotions and ongoing activities） • Assist the DBD in establishing （with C&C Sales） an efficient and competitive C&C strategy and pricing • Supervise and head all hotel activities, such as celebrations, decorations, communication and coordination with conference organizers, etc. • Evaluate competitors’ products and price policies twice a year • Ensure that VIP guests receive the care and service they deserve every day • Adhere to the hotel’s security and emergency policies and procedures • Assist the General Manager in all activities and functions related to the daily operations of the hotel. • Complete relevant tasks assigned by the General Manager • Acting Deputy in the General Manager’s absence • The Management reserves the right to make changes to this job description at its sole discretion and without advance notice • Carry out any other reasonable duties and responsibilities as assigned 任职资格： • A College Degree or equivalent • At least 3 years of relevant experience • Experienced in the Hospitality, Travel or Leisure industry management • Proficient in English, Chinese and Microsoft Office • Strong commercial acumen • Resourceful, creative and able to maintain flexibility • Hospitality: Passionate about delivering exceptional guest experiences • Integrity: Do the right thing, all the time • Leadership: Strive to be leader in our industry and in our communities • Teamwork: A team player in everything you do • Ownership: Take ownership of your actions and decisions • Now: Operate with a sense of urgency and discipline • Experience in F&B and Rooms Management preferred

汇报对象： 酒店总经理 一、岗位职责 1. 系统管理与集成    · 全面负责酒店各类核心系统的日常运维与优化，包括但不限于 PMS（如 Opera、Fidelio）、ERP、POS、CRS、财务系统、能耗管理系统等。    · 打通各系统数据接口，确保数据自动、准确抓取，消除信息孤岛。 2. 数据提取与监管    · 熟练使用 SQL 或系统内置报表工具，定期从数据库中提取运营数据（客房入住率、平均房价、RevPAR、餐饮上座率、人工成本、能耗单间成本等）。    · 建立数据监控看板（BI 工具，如 Power BI、Tableau），实现关键指标的实时可视化。 3. 数据分析与建议输出    · 对提取的数据进行深度分析，发现效率瓶颈、成本异常、收益机会等。    · 每月/每季向总经理提交《运营数据分析报告》，明确问题根因，并提供可落地的改进建议（例如：动态定价策略、排班优化、能耗控制方案、会员复购提升计划等）。    · 参与收益管理决策，协助制定预算与经营预测。 4. 跨部门统筹与赋能    · 协调前厅、客房、餐饮、财务、工程等部门的数据需求，指导各部门经理使用系统报表及分析工具。    · 组织系统与数据培训，提升全酒店的数据化运营水平。 二、任职条件 维度 具体要求 学历与经验 本科及以上学历，计算机、信息管理、酒店管理、统计学等相关专业。 系统技能（核心） - 精通酒店 PMS（Opera 优先）、ERP、财务系统； - 能独立编写 SQL 查询语句，从后台数据库抓取数据； - 熟练使用 Excel（高级函数、透视表）及至少一种 BI 工具（Power BI / Tableau）。 数据分析能力 具备结构化思维，能从数据中提炼业务洞见；能独立完成从“数据提取→清洗→分析→报告→建议”的全流程。 管理能力 较强的跨部门协调与沟通能力，能推动一线部门采纳数据建议。 逻辑清晰、结果导向、抗压能力强。 三、加分项 · 有酒店数字化转型项目（如上线新 PMS、自动化对账、AI 收益管理工具）经验。 · 熟悉 Python/R 进行更复杂的数据分析。 · 有国际连锁五星级酒店（万豪、洲际、希尔顿等）同岗位经验。    本岗位5.5天工作制

工作职责： The Director of Operations has a pivotal leadership role within the hotel. The role oversees and directs all aspects of the hotel operational departments which includes, Front office, Food & Beverage, Kitchen, Housekeeping, Engineering, Security, Health & Leisure and other relevant operating departments. The Director of Operations ensures these departments are well run by focusing on maximizing revenues and profits, optimizing operational efficiency, ensuring excellent service standards, and cultivating a highperforming team. The individual must possess strategic thinking, exceptional leadership skills, sharp business acumen, and the ability to adapt to the dynamic hospitality environment. Key Responsibilities: Strategic Planning & Execution: ✓ Develops and implements strategic operational plans to achieve hotel financial goals, including labor optimization, inventory management, and operational cost control, while ensuring customer service and driving progress towards key performance indicators （KPIs） like GOP, RevPAR, Customer Promise and Talent and Purpose etc. ✓ Evaluates competitor strategies and market dynamics to identify opportunities for differentiation, working with commercial teams to develop pricing and marketing initiatives that enhance the guest experience and drive operational efficiency. ✓ Evaluate and optimize operational processes to maximize efficiency and profitability （include proposing and implementing an approved CAPEX budget）. ✓ Oversee the preparation of accurate financial reports and analyze key performance indicators to forecast operational needs, develop departmental budgets, and track performance against operational targets. ✓ Reviews of monthly operational reports and financial statements to determine hotel performance, join the monthly P&L and owner meeting ensure action plans in place. ✓ Based on the hotel’s operational needs, certain duties may need to be handled when GM is absent. Guest Experience: ✓ Lead and inspire operations team to consistently exceed guest expectations and deliver exceptional service. ✓ Implement and monitor service standards across all operations departments. ✓ Ensure full compliance with hotel operations with Hilton’s fire safety and food safety standards. ✓ Ensure the continuous maintenance and regular updating of the hotel’s operational equipment and assets align with the Hilton brand standards. ✓ Analyze guest feedback and identify opportunities for improvement. Leadership & Team Development: ✓ Provides effective leadership and direction to the operations management team, leading operations to effectively manage occupancy & rate, wages, and controllable expenses. ✓ Develop and mentor team members, fostering a culture of continuous improvement and professional growth. ✓ Build a high－performing team through effective communication, collaboration, and conflict resolution. ✓ Implement Hilton standards and ensure compliance with company policies and procedures. Problem Solving & Decision Making: ✓ Analyze complex operations issues and make informed decisions to resolve problems and drive operational excellence. ✓ Demonstrate critical thinking and adaptability in ambiguous or challenging situations. ✓ Take ownership of difficult situations and implement effective solutions. ✓ Collaborate with the General Manager and other leadership teams to address key property issues. ✓ Draw on relationships with owners, department heads and external partners, to make wise decisions regarding operational activity and strategic goals. Continuous Improvement & Innovation: ✓ Stay informed about industry trends, best practices, and emerging technologies. ✓ Identify opportunities for process improvement and implement innovative solutions to drive efficiency and enhance the guest experience. ✓ Continuously evaluate the effectiveness of operations strategies and adjust as needed to achieve business goals. ✓ Actively engage in Travel with Purpose program 任职资格： Bachelor’s degree and above are preferred. Passion for the hospitality industry, and Customer－centric mindset, Experience in F&B or Rooms Management is preferred. Experienced in hotel operations management, or seasoned in commercial management with strong operations sense is welcome, preferably in a similar size and type of property. Advance operations management capability, including exceptional customer service skills, commercial acumen and leadership management. Proficiency in Microsoft Office Suite and hotel management systems Fluent in written and spoken English