Primary Responsibilities 主要职责
BASIC SKILLS基本技能
· To maintain a high guest service focus by approaching your job with the guest always in mind.
在整个工作过程中,始终保持高度的客户服务意识。
· To actively promote the service and facilities of the Fairmont Hotels to guests and suppliers of the hotel.
能够积极的向客人及供应商推荐酒店的服务及设施。
Confidently knowing all information of hotel and the F&B outlets.
熟悉所有餐厅及酒店其他部门的信息和促销。
· Strictly no offensive or impolite language.
不可使用冒犯或不礼貌的语言。
· Communicating effectively with relevant departments and regular guests to maximize in house and group business for the restaurant, ensuring direct liaison with them upon arrival.
有效的与酒店其他部门如销售、前台和回头客沟通协调,尽可能的增加餐厅生意,保持直接联系。
· Having detailed knowledge of all departmental standards.
熟悉所有部门服务标准。
· Be available to lead the team in the Restaurant & Bars during any busy days or special events.
能有效率的在任何时间段领导餐厅或酒吧的团队。
· Preparing rosters and job schedules for colleague to meet business needs (taking into consideration internal activities and occupancy and external events, promotions etc).
制定每位人才的排班表及工作安排。(考虑内部活动,客人入住率, 特殊活动及产品促销等)
· Being able to explain the standards to the colleagues and getting their understanding.
可以清楚的向其人才解释服务标准并测试人才的理解能力。
· Be able to assess colleague performance against standards.
能够按照服务标准评估其他人才的工作表现。
· Ensure that training on departmental standards is regularly conducted in the outlets.
确保日常部门的培训能够按照服务标准进行并确保不时的组织再培训。
· Enforcing standards through regular standards review checks.
通过反复检查,督导服务标准的实施工作。
· Understanding what’s going on in other departments and implications for your own department.
了解酒店其他部门的经营活动及其与自己部门的影响。
· Planning ahead and ensuring adequate resources are available
预先准备并确保各种经营设施设备的充足。
· Managing the departmental operation and taking action where necessary to ensure smooth running and participating in service duties during service periods, where necessary.
有效管理部门运作,为保证服务及餐厅的正常运营采取必要的措施。
· Maintain event and function histories to assist with returning events.
保留餐厅活动记录。
· To establish good communication with the kitchen team.
与厨房的人才建立良好的沟通渠道。
· To attend & participate in regular F&B, operational & roster meetings.
参加餐饮部例会。
· To provide and communicate clear direction to the team.
为团队提供正确的信息渠道。
· Communicating aims to the team and seek their understanding.
与团队沟通要达到的目标。
· Understanding the aims of the hotel and the department’s role in achieving it.
理解酒店的目标,清楚部门在完成目标过程中所扮演的角色。
· Keeping the team up-to-date about departmental, hotel and company activities through regular communication meetings & memos. This includes special events and promotions in the restaurant.
随时更新团队成员与酒店其他部门的交流,了解酒店其他部门的活动,包括特殊活动,餐厅促销等等。
· Be responsible for the preparation of the events detail, equipment and brochure.
负责准备促销活动的细节和用品如宣传册等。
· Identifying, communicating and acting potential sales leads.
共同鉴定和沟通与潜在的销售线索。
· Control strictly of outlets FF&E and OS&E with daily, weekly and monthly inventory. Responsible for all asset count and loss.
严格的管理酒店资产和用品。需执行每日,每周和每月的盘点并杜绝遗失的可能性。对于部门的资产和用品的遗失有绝对的责任。
· Following company control procedures, controlling costs without compromising standards.
遵守酒店的各项财务制度,坚决执行各种成本制度。
· Fully understand of the outlets P&L. Analyzing and explaining any financial variance against plan.
对于部门的P&L有全面的了解。能理解并解释分析财务计划中的异常情况。
· Set up and maintain the leave plans for the department. To clear all annual leave and overtime hours by one financial year.
制定部门休假计划。在年底前清除所有年假和加班小时。
· Always look for ways to upsell and add value.
能通过多种促销的手段为酒店带来更多经济效益。
· To perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
在工作过程中,能够做好本职工作,保证自己及其他人的安全。
· Use a heartiest approach – make the guests feel welcome, feel heart-warmed, feel incredible, and belong.
发自内心的接待顾客,令客人感到宾至如归,喜出望外。
· To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
具有积极合作的精神。以热心的态度对待所有的工作, 并乐于利用一切机会学习技能以便于改进自己的工作的技巧。
· Conduct all administrative work required.
执行所有必要的行政工作。
· To abide by all rules, regulations, policies and procedures of the hotel.
遵守所有的规则,规章,政策和酒店的流程。
· The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.
如有必要,该部门有权更改或补充该职位描述。
· Carries out any other reasonable duties and responsibilities as assigned.
完成任何其他合理的职责和被指派的职责。