房务总监
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Job overview
The role oversees all hotel housekeeping, front desk, concierge, and laundry operations, ensuring service quality and guest satisfaction while developing annual plans, budgets, and performance standards. It leads team building, process optimization, digital tool integration, and cross‑department collaboration to drive efficiency and revenue growth.
Skills & qualifications
Skills
Qualifications
Full job description
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全面统筹酒店客房部、前厅部、礼宾部、洗衣房等房务相关部门的日常运营与管理，确保服务品质持续达标并不断提升客户满意度。
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制定并落实房务板块年度经营计划、预算目标及服务质量标准，监控关键运营指标（如客房出租率、平均房价、GOP贡献、宾客满意度NPS等）并推动持续优化。
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负责房务团队建设与人才培养，包括部门负责人选拔、骨干员工梯队搭建、绩效管理及跨部门协作机制建设。
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主导客房产品升级、服务流程优化及数字化工具应用（如PMS系统深度使用、智能客控对接等），提升运营效率与宾客体验。
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处理重大宾客投诉及突发事件，牵头制定并完善房务相关应急预案与服务补救机制。
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协同市场销售、餐饮、工程等部门，参与酒店整体产品定位、主题活动策划及收益管理策略落地。
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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；持有国际品牌酒店集团（如万豪、洲际、希尔顿、香格里拉等）房务总监或同等岗位经验者优先。
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具备8年以上高星级酒店运营管理经验，其中至少3年担任房务部经理或同等管理岗位，有全盘统筹多部门协同运营的成功实践。
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精通酒店房务各模块业务流程（含客房运营、前厅接待、礼宾服务、布草洗涤、设施维护等），熟悉主流酒店管理系统（Opera、Fidelio等）及收益管理逻辑。
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具备优秀的团队领导力、跨部门协调能力及客户导向意识，能有效推动服务标准落地与组织效能提升。
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具备较强的财务敏感度和数据分析能力，可独立完成预算编制、成本管控及经营分析报告。
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具备良好的中英文书面与口头表达能力，能胜任多语言宾客服务场景及国际品牌标准对接要求。
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At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.
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