Careers - Ascott China

Deputy General Manager, Senior Living

Brief Introduction
Assist with General Manager to help integrate various resources to ensure the orderly operation of the property, and to create the maximum profit according to company’s strategy.

Major Responsibility

Management
- Assist the General Manager in the organization of schedules, recruitment, training, motivation and evaluation of personnel, etc.
- To work collaboratively with General Manager, finance, sales, operations functions to achieve the operational KPI targets.

Customer Relationship/Operation
- Under supervision of GM to work on both internal and external relationship management and communication: represents the Ascott Limited in a professional manner, ensure positive relationships are developed and maintained with all relevant parties, including suppliers, owners and residents, etc. Collaborate with various departments to meet owner’s, guests’ and company's expectations.
- Work with GM to set up the general activities themes and major plan for the property and work with relevant department to draft the detailed activity calendar and monitor the follow ups.

Daily Operation/Administration
- For each of the establishment's activities, proposing at all times a range of products and services in line with the quality requirements of the company brand.
- Full compliance with the regulations in force, in particular in the social field, concerning health and safety rules and working conditions.
- Supervision of the administrative and commercial secretariat.
- Good management of the premises and equipment.
- Registration and processing of customer complaints.
- Good management of the catering activity: monitor the F&B team on their liaison with the suppliers (cold and hot drinks, snacks, etc.), maintenance of equipment (coffee machines, tables, chairs, counters, etc.) and crockery (washing, storage, etc.), ensure high standards of hygiene on food safety.
- Evaluate the resident's needs and ensuring the smooth running and quality of the services provided.
- Participate in the annual Service and Product Review and responsible to set up the follow-up action plan and its implementation.
- Conduct interviews with residents and questionnaires to monitor services.
- Together with GM, conduct follow-up interviews with clients and analyzing questionnaires.
- In case of need, intervention or request for intervention of the emergency services with the residents (for example when the surveillance alarm goes off), in accordance with the quality procedure.

Requirements
- Major in hotel, tourism or economic management，elderly care, medical care, nursing, social work management is preferred.
- 3 years practical management experience in senior living residences. Familiar with the management and service process of senior living residences.
- Experience in preopening, sales and marketing in well-known CCRC communities is preferred.
- Extensive operational management expertise and financial knowledge; Have knowledge of geriatric nursing, medical care, elder care, social work, etc.
- Familiar with the laws and regulations of the senior living industry.
- Proactive and good communication skill.
- Work hard, ambitious and strong sense of responsibility.
- Good teamwork and organization skills, able to withstand strong pressure.

General Manager, Senior Living

Brief Introduction
- Manage the team and ensure the long-term operation of the establishment through the quality and development of the services that make up the senior living offer to residents.
- Organize and coordinate resources to achieve the goals set by the company, according to company standards and relevant laws and regulations.
- Complete the operational work.

Major Responsibility
Management
- Take charge of the organization of staff planning, recruitment, training, motivation and evaluation with the help of the Human Resources Department.
Lead teams by ensuring that a stable social climate is maintained.
- Implement daily management of senior living residences to achieve all operational KPI targets.

Customer relationship/operation
- Internal and external relationship management and communication: Represents the Ascott Limited in a professional manner in all contexts, ensuring positive relationships are developed and maintained with all relevant external parties, including government, unions, industry and regulatory bodies, suppliers, owners and residents, etc. Collaborate with various departments to meet owner’s, guests’ and company's expectations.
- Responsible for implementing and carrying out a commercial and entertainment action plan to develop the volume of sales of services to both residents and external customers by leading the team of Sales, Network Coordinators, Animators and etc.
- Responsible for the proper organization of the annual customer satisfaction survey. And conduct follow-up interviews with clients and analyzing questionnaires.

Daily Operation / Administration
- For each of the establishment's activities, proposing at all times a range of products and services in line with the quality requirements of the company brand.
- Lead and manage all teams to deliver good quality service to the residents.
- Responsible for the handling of severe complaints and customer suggestions and monitor the team to set up corrective action plan and implement within timeline.
- Cooperate with HQ in annual Service and Product Review (SPR), and lead the team to set up relevant follow-up action plans and ensure the implementation.
- Compliance with information and reporting procedures as well as social procedures in force within the Group.
- Draw up annual budgets and keep updating and ensuring that the budget is monitored and that the set ratios are respected.
- Responsible for full compliance with the regulations in force such as social regulations, including health and safety rules and working conditions.
- Privilege interlocutor of the property management and of the ownership.
- Chair and attend each briefing meetings to do daily check and ensure important information is smoothly communicated.
- Responsible for training and information of the team on the operational provisions, ensures that the resources are adequate to meet the company operational standard.
- Define employee training needs according to the objectives and transmission of training requests to the Human Resources Department.
- In case of need, intervention or request for intervention of the emergency services with the residents (for example when the surveillance alarm goes off), in accordance with the quality procedure.

Requirements
- Major in hotel, tourism or economic management, major in elderly care, medical care, nursing, social work management is preferred.
- Over 5 years practical management experience in senior living residences. Familiar with the management and service process of senior living residences.
- Experience in preopening, sales and marketing in well-known CCRC communities is preferred.
- Extensive operational management expertise and financial knowledge; Have knowledge of geriatric nursing, medical care, elder care, social work, etc.
- Familiar with the laws and regulations of the senior living industry.
- Clear thinking, able to act mature and steady; Good emergency handling ability.
- Strong interest in senior living industry, enthusiastic working attitude and a strong sense of responsibility.
- Good teamwork and communication skills, able to withstand strong pressure.

Housekeeping Manager

Major Responsibility

- Involve in making and implementing Housekeeping policies and standards.

- Supervise staff to comply with rules and regulations, ensure operation procedures and service standards are met.

- Monitor the status of apartments every day, guide supervisors to manage attendants, and guarantee the implantation of work plan.

- Inspect the Residence Facilities, Public Areas and the Back of the House (including all storerooms, luggage rooms and offices) are kept clean and well maintained.

- Coordinate with Sales Department, guarantee best occupancy rate, ensure that apartments and equipments are clean.

- Work closely with other department managers to contribute to the operation of the property.

- Strengthen connection with other Ascott properties, make sure the information sharing requested by guest service.

- Assist residence manager to meet and provide a fond farewell to important/group guests, provide service for important activities/events.

- Check and confirm readiness of apartments for VIP/VVIP, visit guests on special occasions, eg. ill guests, long-stay guests.

- Ask guests their opinion of housekeeping work, deal with complains properly, improve housekeeping service.

- Monitor and control items consumption and the usage of cleaning equipments, manage regular stock inventory.

- Control Lost & Found, report management and file storage, conduct expenditure estimates.

- Improve staff quality, inspire initiative, encourage staff to attend training programs.

- Communicate with staff on a timely basis, find out and solve problems.

- Promote and train high-potentials.

- Take the Manager-on-duty job regularly.

- In compliance with the Ascott Group's Environmental Health and Safety (EHS) guidelines and policies, pay attention to energy conservation and the safe operation in daily work.

- Other duties assigned by superiors.

Requirements

- College degree or equivalent;

- Minimum three years supervisory working experience in hotel or serviced residence, pre-opening experience preferred;

- English listening/speaking/reading/writing skills preferred;

- Familiar with relative professional knowledge, housekeeping management, service procedure and quality standards;

- Sense of initiative, ability to obey, team spirit, enthusiasm of serviced residence/hotel;

- Strong ability to organize and coordinate, flexibility, ability to execute, good language expression capability, and information management skills;

- Strict compliance with procedure, good communication skills, ability to answer questions and deal with emergency;

- Excellent computer skills including proficiency in Microsoft Office software (e.g. Word、Excel、PowerPoint、Outlook, etc.);

- Ability to work under pressure.

Assistant Sales Manager

Major Responsibility

- Responsible for market development to increase and retain customers.

- Establish and maintain good customer relationships to increase sales revenue.

- Complete the entire sales process, including sales tracking, scene investigation, price negotiations, contract preparation and signing.

- Serve customers, understand their needs and try to satisfy their requirements.

- Create and participate in various sales events to enhance customer relationships.

- Prepare and analyze sales reports.

Requirements

- Bachelor degree or above, fluent in listening, speaking, reading and writing English abilities

- More than 5 years hotel / service apartment sales experience.

- Good interpersonal communication skills to effectively carry out internal / external communications.

- Strong team spirit, organization and planning capabilities.

- Full of enthusiasm, can work under pressure.

Housekeeping Supervisor

Major Responsibility

- Monitor the status of apartments every day, be responsible for human resource deployment and assigning daily work.

- Perform routine inspection on assigned areas and ensure that high standards of cleanliness and safety are met.

- Organize and inspect comprehensive room cleanliness.

- Prepare apartments before guests' arrival, inspect apartments before guests' departure.

- Record living habits and special requirements of long-stay guests and VIP, and ensure that their requirements are properly arranged.

- Communicate with guests, make sure that assigned attendants know their special requirements, and offer excellent service.

- Deal with guests' requirements and complaints properly, report exceptional situations and special events to superiors.

- Assist manager to manage items storage, consumption management, and regular stock inventory.

- Involve in safety and fire precaution work, ensure that each attendant know what to do in case of emergency, assist Security Department to check fire fighting equipments, make a safe environment for guests.

- Comply with operation rules and service standards, train attendants, especially new ones.

- Perform visual inspections on attendants' appearance and politeness to ensure that Ascott standards are met.

- Establish clear rewards and punishment system, motivate staff and improve productivity.

- Offer reasonable advice and suggestions, improve management of Housekeeping Department.

- In compliance with the Ascott Group's Environmental Health and Safety (EHS) guidelines and policies, pay attention to energy conservation and the safe operation in daily work.

- Other duties assigned by superiors.

Requirements

- Minimum two to three years supervisory working experience in hotel or serviced residence;

- Familiar with operation rules of serviced residence/hotel housekeeping, strict compliance with procedure;

- Good communication skills, ability to train staff;

- Sense of initiative, ability to obey, team spirit;

- Enthusiasm of serviced residence/hotel;

- Ability to work under pressure.

Business Development Manager

Brief Introduction

To actively conduct business development of accommodation projects such as Service Residence, Long Stay Apartments, Senior Living, Business Hotels, etc. through sourcing, evaluating, relationship building, negotiating, and eventual Signing in accordance to Company’s target and requirements. Business development model includes Management Contracts, Franchise and Manachise.

Major Responsibility

In accordance to Company’s BD target and requirements:

-Actively source for business development deals, choose and select compatible partners for collaboration and to establish relationship with them.

-To engage in active discussion with potential partners on suitable projects and to provide accurate and appropriate cooperation proposal, including conducting market and customer research and analysis, brand positioning, financial modeling, contract terms, etc.

-Follow closely and constantly progress of project, establish strong relationship with partners and to be responsible for eventual signing of contracts.

-To maintain good relationship with existing partners and to assist in any collaboration issues, contract renewals, etc.

-Work closely with internal resources and departments to provide effective and efficient support to the project and partners.

Requirements

-Bachelor’s degree or above, preferably majoring in real estate, business, engineering and finance.

-2-5 years working experience in Hospitality/Real Estate Business Development and related fields.

-Able to develop and source collaboration channels and partners and possess a certain amount of related resources.

-Have good communication skills and problem-solving abilities.

-Have right working attitude, integrity, trust-worthy.

-Able to withstand work pressure and constant traveling.

Sales Manager

Major Responsibility

- Responsible for market development to increase and retain customers.

- Establish and maintain good customer relationships to increase sales revenue.

- Complete the entire sales process, including sales tracking, scene investigation, price negotiations, contract preparation and signing.

- Serve customers, understand their needs and try to satisfy their requirements.

- Create and participate in various sales events to enhance customer relationships.

- Prepare and analyze sales reports.

Requirements

- Bachelor degree or above, fluent in listening, speaking, reading and writing English abilities

- More than 5 years hotel / service apartment sales experience.

- Good interpersonal communication skills to effectively carry out internal / external communications.

- Strong team spirit, organization and planning capabilities.

- Full of enthusiasm, can work under pressure.

Residence Manager

Brief Introduction
- Organize and coordinate resources to achieve the goals set by the company, according to company standards and relevant laws and regulations.
- Complete the operational work.

Major Responsibility
- Revenue management: involve in management of sales action plan, inventory management with yield management principles, and participate in market competition analysis.
- Team management: managing data, staffing and employment proposals, planning, training, as well as designing employee career development.
- Cost management: control staff costs and various costs incurred within sectors according to the annual budget.
- Asset and security management: understand the property’s facilities operation and train the subordinates in these areas. Overall management of property assets and ensure a long-term investment value of assets. Effective management of the owner / representatives and to maintain good communication relationships. Responsible for financial planning and coordination to improve productivity and return on investment.
- Sales relationships: according to self- knowledge and evaluation and reports provided to understand, follow and develop customer relationships.
- Cash Flow Management: Manage the invoice, cash receipt and payment as well as accounting of receivables.
- Internal and external relationship management and communication: Represents the Ascott Limited in a professional manner in all contexts, ensuring positive relationships are developed and maintained with all relevant external parties, including government, unions, industry and regulatory bodies, and suppliers. Collaborate with various departments to meet customers’, guests’ and company's expectations.
- Standards’ and procedures’ management: adopt and supervision all existing programs to ensure the smooth implementation of all company policies, regulations and the behaviors.
- Ensure that all the property behaviors comply with all relevant laws and regulation acts.
- Works co-operatively with internal resources including corporate office.
- Be a property manager on duty on a regular basis.
- In compliance with the Ascott Group's Environmental Health and Safety (EHS) guidelines and policies, pay attention to energy conservation and the safe operation in daily work.
- Complete other tasks assigned by superiors.
- Achieve Key Performance Indicators as set and agreed to.

Requirements
- Major in hotel, tourism or economic management;
- Over 3years practical management experience in serviced apartments/five-star international branded hotels;
- Extensive operational management expertise and financial knowledge;
- Familiar with local legislation and regulations;
- Excellent listening, speaking, reading and writing communication skills in Mandarin and English (multi-foreign language ability is preferred);
- Clear thinking, able to act mature and steady;
- Enthusiastic working attitude and a strong sense of responsibility;
- Good teamwork and communication skills, able to withstand strong pressure.

Security Officer

Job Description

- Ensure the security of the guest and their property.

Major Responsibility
- Be conscientious and do a good job according to the regulations, procedures and service standard of the company.
- Make sure staff in all departments work under the regulations of security.
- Immediately correct the behaviors which go against the regulations and insure to report promptly if necessary.
- Work with good manner; be polite to all the guests. Always remember “guests are supreme, safety comes first”. Be ready to provide quality services to guests at any time.
At the lobby:
- Help the guests with their baggage. Arrange the cars and providing the information which needed by the guests.
- Conduct the vehicles passing by, be response to the safety of the vehicles and pedestrians. Make sure the driving lane is clear.
- Be conscious all the time; make sure the residents’ properties are not harmed.
Monitoring:
- Find out the abnormal condition and suspicious personnel, response correctly if there are any fire alarms. Manage the keys, make records of all actions.
- Check and maintenance of the equipments at the surveillance room, keep records.
Patrolling:
- Patrolling around the certain route around property.
- Keep an eye on the engineering and hygiene problem of the public area; find the potential accident in time. Report to the superior if there is an unusual case.

- Check and maintenance of the firefighting equipment.

Employee’s entrance:

- Make records of the entering vehicles, the visitors and monitor the in and out of the items.
- In compliance with the Ascott Group's Environmental Health and Safety (EHS) guidelines and policies, pay attention to energy conservation and the safe operation in daily work.

- Ensure all the work commitments are met.

Requirements
- Minimum of senior high school is required;
- Relevant experience or veterans are preferred;
- Deal with things quickly and decisively, alertness, accurate and understand certain security knowledge;
- Responsible, honest and have a good attitude;
- Good image, good personality, healthy, no criminal record;
- Good communication skill, good team player;
- Be able to work under pressure.

Club House Attendant

Job Description
- Be responsible for the daily duties of the club house.

Major Responsibility
- In charge of the daily work of the club house. Proper and timely deal with the customer requirements, inquiries and complaints.
- If necessary, report to the supervisors in time.
- Ensure to comply with the Ascott related policies, procedures and standards.
- In compliance with the Ascott Group's Environmental Health and Safety (EHS) guidelines and policies, pay attention to energy conservation and the safe operation in daily work.
- Any other tasks assigned by the supervisors.

Requirements
- College degree and above, major in hospitality or hotel management. Having working experience in swimming pool is preferred;
- Over 2 years working experience in wellness center of serviced apartment or star hotels;
- Professional grooming with good communication skills;
- Good communication and can work under great pressure.

Housekeeping Attendant

Job Description
- As an attendant, you will be responsible for the cleanliness of assigned areas and ensure all work adhere to Ascott service standards.

Major Responsibility
- Clean assigned rooms, including changing bed sheets, changing terry, cleaning bidet\toilet, vacuuming floor etc, and replace amenities on a timely basis, eg: beverage, soap and toiletries.
- Clean public area in assigned floor.
- Be responsible for comprehensive room cleanliness.
- Respond to guests' requests, such as cleaning wastebaskets, replacing extra terry, cleaning bathrooms etc.
- Operate equipments properly, conduct basic maintenance, report problems to superiors or engineers, guarantee the normal operation of all equipments.
- Be alert to assigned area' s safety, prepare for fire/theft/accident prevention work, report exceptional situations to superiors immediately.
- Stock and count items in assigned areas, achieve resource conservation, report problems on a timely basis.
- Return or report any personal belongings left behind by the guest.
- Fill out work report correctly, write down real data and records.
- Know clearly about manners and politeness, apply them into daily work flexibly.
- Comply with the standards in our employee handbook, housekeeping rules and operation procedures in daily work.
- Follow supervisor and other superiors' arrangements, obey orders and be a team player.
- In compliance with the Ascott Group's Environmental Health and Safety (EHS) guidelines and policies, pay attention to energy conservation and the safe operation in daily work.
- Other duties assigned by superiors.

Requirements
- Minimum one year working experience in Housekeeping Department of hotel or serviced residence;
- Enthusiasm of serviced residence/hotel;
- Responsible, careful, honest, reliable;
- Sense of initiative, ability to obey, team spirit;
- Ability to understand well, good communication skills;
- Ability to work under pressure.

Guest Service Officer

Job Description
- Responsible for all daily Guest Services, Reception activities.

Major Responsibility
- Daily check in, check-out, reservation and reception work.
- Ensure correct handling of billing and administrative work, including the review and report archiving
- Reflect good professional image of companies and individuals in daily work and keep a good communication and coordination with partner of property.
- Proper and timely handing of customer requirements, inquiries and complaints. If necessary, promptly report to their superiors
- Ensure compliance with related policies, procedures and standards of Ascott
- Any other tasks assigned by supervisor

Requirements
- College degree or above, major in hotel management, tourism or graduate in language related disciplines.
- Relevant work experience is preferred
- Good communication skills, have good English or (Japanese / Korean) speaking ability.
- Good grooming.
- Can accept shift work

Guest Service Supervisor

Job Description
- Assist managers to provide customers with effective and satisfied customer service, so as to achieve the Ascott standards.

Major Responsibility
- Deal with daily check in/out, scheduled and reception task.
- Assist in arrangements for manager staff the normal schedule.
- Supervise guest service officers in their daily work and front desk for good customer service embodied in the professional image of companies and individuals.
- Proper and timely processing of customer requirements, inquiries and complaints. If necessary, promptly report to their superiors.
- Ensure and comply with Ascott relevant policies, procedures and standards.
- Any other tasks assigned by leader.

Requirements
- College degree or above, major in hotel management, tourism or graduate in language related disciplines.
- Apartments with more than 2 years service / experience-star hotel front desk.
- Good communication skills have good English or (Japanese / Korean) speaking ability.
- Good grooming, be familiar with front desk working process.
- Can be accept shift work.
- Able to take greater pressure.

Guest Service Manager

Job Description
- Lead guest service staff to provide effective and satisfying service to customers, so as to achieve the standards of Ascott.

Major Responsibility
- To ensure the full implementation of guest service and "crisis management" policies and procedures formulated by Ascott Group, as well as doing necessary supplement and completion according to the actual situation of the property.
- Responsible for supervision the daily check-in, check-out, reservation and greeting work done by guest service staff.
- Appropriately arrange normal work and rest schedule for guest service staff.
- Ensure the guest service present a professional image of companies and individuals in their daily work and good customer service.
- Maintain the good communication and coordination with all hotel partners.
- Properly and timely deal with customer requirements, inquiries and complaints. If necessary, promptly report to their superiors.
- Ensure compliance with Ascott and related policies, procedures and standards.
- Be a property manager on duty on a regular basis.
- Any other tasks assigned by supervisor.

Requirements
- Degree or above, major in hotel management, tourism or graduate in language related disciplines.
- More than 3 years work experience in reception department of serviced apartment/star hotels.
- Good communication skills, good English / Japanese / Korean capabilities.
- Good grooming, familiar with workflow of reception.
- Good communication skill, able to work under pressure.

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