【岗位职责】
1. 领导团队致力于提供卓越的宾客满意度，全面负责从预订到退房的每一个环节，包括入住前沟通、迎宾服务和退房后跟进。
2. 及时有效地解决升级的宾客问题，确保解决方案符合品牌准则并超越宾客期望。
3. 分析来自点评平台和内部调查的宾客反馈，找出改进机会并采取纠正措施。
4. 制定并执行忠诚度计划，以促进宾客重复预订和口碑传播。
5. 管理酒店日常运营，包括客房清洁、维护、前台和礼宾服务，确保遵守健康、安全和卫生法规（包括当地短期和长期租赁法律）。
6. 制定并执行所有运营流程、入住/退房流程和质量保证审核的标准操作程序 (SOP)。
7. 负责客用品、清洁用品和便利设施的库存管理，优化库存水平，有效减少浪费并降低成本。
8. 与第三方供应商（公共服务人员、维修技师、布草服务人员）协调，确保服务质量，协商合同，并解决绩效问题。
9. 招聘、培训、指导和管理前台接待员、客房服务员、维修人员和礼宾人员团队。
10. 定期进行绩效评估，设定明确的关键绩效指标 (KPI)，并实施培训计划，以提升团队成员在客户服务标准、安全规程和酒店技术方面的技能。
11. 营造积极的工作环境，促进协作、责任担当和员工留任。
12. 协助编制年度运营预算，监控支出，并在不影响服务质量的前提下寻找节约成本的机会。
13. 追踪收入指标，包括入住率、平均每日房价 (ADR) 和每间可供出租客房收入 (RevPAR)，并与销售团队合作，推动收入增长。
14. 管理公寓行政事务，包括记录保存、许可证续期以及遵守当地商业法规。
15. 监督物业管理软件 (PMS)、渠道管理工具和智能家居技术的实施和维护，以简化运营。
16. 进行日常物业检查，确保所有公寓均符合品牌在清洁度、功能性和美观性方面的标准。
17. 确保完全遵守当地长期和短期租赁法规、税务要求和安全规范（包括消防、电气和应急准备标准）。
18. 领导应急响应计划，包括制定疏散方案并在危机期间与地方当局协调。
19. 根据业务和酒店的需要，随时增加的其他职责和任务。
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.
【岗位要求】
1. 经验：3年以上服务式公寓、精品酒店或长/短租物业的运营管理经验。
2. 领导能力：具备领导跨职能团队、解决冲突并激励员工达成绩效目标的卓越能力。
3. 客户至上：热衷于提供卓越的宾客体验，并拥有提升宾客满意度的成功经验。
4. 技术能力：熟悉物业管理系统（例如Opera）、渠道管理系统和智能物业技术（例如无钥匙门禁系统、智能温控器）。
5. 合规知识：了解当地长短租法规、健康与安全法律以及数据隐私标准（如适用，例如GDPR）。
6. 软技能：优秀的英语/当地语言口头和书面沟通能力，较强的解决问题能力和出色的组织能力，能够有效管理多项任务。
7. 教育背景：拥有酒店管理、工商管理或相关领域的副学士或学士学位者优先考虑。
8. 证书：酒店运营相关证书（可选）。
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.
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