Primary Responsibilities主要职责
·Directs and controls all subordinate staff to ensure that all day to day operational matters are handled on time and guest expectations are met.
·Provides guidance and assistance to the outlet employees helping them in the execution of their duties and responsibilities.
·Oversees the service standards in the outlet ensuring that they conform to the requisite standards and meet or exceed customer expectations.
·Liases with the kitchen, stewarding, housekeeping and engineering to ensure that the operation runs smoothly in areas of joint responsibility.
·Assists in monitoring and controlling the financial performance of the outlet controlling costs and expenses.
·Assists in monitoring and controlling the hotel’s OE inventory and participates in inventory taking.
·Conducts frequent front and back of house checks ensuring mise-en-place, service procedures, standards of cleanliness and hygiene, repair and maintenance, employee grooming and manning levels are in order and takes appropriate action where necessary.
·Assists in the maintenance of efficient administration preparing and submitting reports on time as directed.
·Assists in the selection, training and evaluation of subordinate employee.
·Coaches, counsels, disciplines and develops subordinate employees.
·Handles customer complaints if possible, or reports them to manager.
·指导并监督下属员工确保日常运营并达到客人期望值。
·为下属员工提供指引并辅助他们履行应完成的任务及责任。
·执行对服务流程标准的监督以保证员工符合规定的标准同时达到或超越客人的期望。
·与厨房，管事部，客房部及工程部等相关部门协调以确保每日运营顺利进行。
·在成本与花销的控制等财务事项中发挥监督与控制的作用。
·监督及管理酒店的盘点并积极参与盘点的具体工作。
·彻底并反复检查以确保运营的准备工作，服务程序，卫生情况，设备的维修及保养，员工形象及礼貌等就绪无误，若有缺失则立即采取行动。
·按照要求在保持高效的准备工作及及时总结报告中起到积极作用。
·帮助选拔，培训及评估下属员工。
·锻炼,劝勉,规范及发展下属员工。
·尽可能处理客人的投诉，或向经理报告。
Knowledge and Experience知识和经验
·Secondary school and above
·Sound organizational skills
·Good customer relations skills
·Sound leadership and motivational skills
·中专及以上
·良好的组织技能
·良好的与客人沟通技能
·完善的领导和激励技巧
