1.
Food & Beverage Department
1.1.
Outlet Service
·
Wear appropriate uniforms for
the area, as supplied by the hotel.
·
Greet and seat guest
·
Remember guest’s names and
address them by their surname.
·
Take and process food and
beverage orders
·
Assist all associates to
carry out the tasks according to the S&P, and comply with the Sheraton
Guests Satisfaction.
·
Serve Food & Beverage in
a friendly and professional manner.
·
Farewell the guest
·
Locating the guest in the
outlet when required
·
Explanation of required
waiting periods to the guest
·
Obtain Feedback from guests regularly
·
Record the guest feedback
·
Maintains a comprehensive set
of guest history records.
·
Present and finalized accounts
1.2.
Menu and beverage Knowledge
·
Good command food product and
menu knowledge.
·
Good knowledge &
understanding of Food Preparation Standard & Procedure.
·
Good beverage knowledge
·
Good knowledge of Wines,
spirits and Cocktails
·
Good knowledge of beverage
service
1.3.
Provide Advice on menu
·
Discuss menu items and advise
guests on menu selection
·
Explain the menu items to
guests when necessary
·
Make arrangements for guests
with special needs
·
Coordinate with the kitchen
1.4.
Assist in beverage service
·
Recommend and sell drinks to
guests
·
Take drink orders
·
Prepare and use coffee making
machine
·
Explain the types and styles
of wine
·
Advise guests on their wine
choice
·
Promote and sell cocktails to
guests
1.5.
Patron Care
·
Advise guests on alcoholic
beverages
·
Identify the strengths of
alcoholic beverages
·
Advise guests on the effects
of alcoholic beverages
·
Assess level of intoxication
of guest and take suitable action
·
Assist guests to drink within
appropriate limits
·
Monitor factors which
interfere with the total experience of guests
·
Advise guest on the Hotel’s
policy on smoking
1.6.
Prepare for Functions and
Service
·
Prepare room/ stations layout
for function service
1.7.
Assist in the following
Outlet Operations During Assigned Shifts
·
Cash handling and banking
procedures
·
Daily banking and cash flow
reports
·
Instruct staff in cash
security procedures
·
Deal with irregular payment
·
Monitor standards of guest
facilities and services
·
Outlet service
1.8.
Assist in preparing Outlet
for Service
·
Ensure that the work area is
clean at all the times
·
Clean outlet equipment
·
Keep the reception area clean
and tidy
·
Answer the phone as per the
standard Phone answering procedures
·
Clean the phone and maintain
the phones in working order
·
Care for the menu and drink
list
·
Complete and maintain
reservations
·
Prepare the table seating
plan
·
Take and record reservations
·
Record and pass information
·
Arrange special occasions
2.
Guest Service/Sales
2.1.
Guest Service/ Relations
·
Complete the task according
to the standard & procedure
·
Deliver high quality service
to guests
·
Ensure guest needs and
reasonable requests are met
·
Seek opportunities to
continually improve guest service
·
Report any guest feedback to
the supervisor on duty
·
Abide by the Sheraton Guest
Satisfaction System
·
Establish and maintain
effective guest relations
·
To remember and address guests
by their names.
·
Know and recognize regular
guests and their needs
·
Demonstrate effective and
appropriate interaction with guests whilst maintaining a professional
approach and image
·
Communication with guests in
a manner which promotes goodwill, trust and satisfaction
·
Take appropriate action to resolve
guest complaints
·
To be empowered to handle
special requests and complains from outlet guests
2.2.
Sell and Promote Products and
Services
·
Understand Starwood SPG plan
·
Sell the hotel and Sheraton’s
products and services using-selling and suggestive selling techniques
·
Promote the hotel and
Sheraton Products and services
·
Maintain a high level of
product and service knowledge in order to explain and sell services and
facilities to guests
3.
Training
·
Attend all kinds of hotel
training
·
Attend the department
training
·
Provide training support to
new associates
4.
Computing
4.1.
Food & beverage Computer
Programs
·
Access and use Food &
Beverage computer programs
·
Be familiar with using MICROS
POS. system.
·
Must be knowledgeable and
efficient with all the functions and operations of the Micros Machine.
·
Must also be able to process
all transactions smoothly and efficiently with no delays to the guest.
·
Be familiar with using
TMSsystem.
4.2.
Word Processing
·
Access and use word
processing computer packages
5.
Safety/Cleaning/Maintenance
5.1.
Maintain a safe and Secure
Working environment
·
Be aware of duty of care, and
adhere to occupational health and safety legislation, policies and procedures
·
Initiate action to correct a
hazardous situation and notify supervisors/ managers of potential danger
·
Adhere to the hotel’s
security and emergency policies and procedures
·
Be familiar with property
safety, current first aid and fire emergency procedures
·
Log security incidents and
accidents in accordance with hotel requirements
5.2.
Cleaning/Maintenance Programs
·
Adhere to Department cleaning
and maintenance programs
·
Ensure a high level of cleanliness
and hygiene is maintained in your area
6.1 Other Tasks
·
Carry out other tasks as
directed by your supervisors
1. 餐饮部
1.1. 餐厅服务
·
在工作区域确保制服整洁、大方
·
向客人问候并安排为其安排座位
·
记住客人姓名并称呼客人姓名
·
接收餐饮定单、传递餐饮定单
·
协助员工按照标准与程序完成任务。遵守饭店的规章制度及喜来登令客人满意计划
·
提供彬彬有礼的专业餐饮服务
·
欢送客人
·
帮助寻找客人
·
向客人解释等候时间
·
获得客人反馈意见
·
记录客人反馈意见
·
记录客人档案
·
作好最后结算工作
1.2. 菜单、酒水知识
·
熟悉餐饮资识和餐厅菜单
·
了解并熟知所有食品准备的标准和程序
·
熟悉酒水知识
·
鸡尾酒的配制
·
酒水服务知识
1.3. 为厨房的烹饪提供建议
·
与客人讨论菜单并为他们的选择提供建议
·
解释菜单，给客人提供菜单项目的建议
·
为客人的特殊需求做出安排
·
与厨房协作
1.4. 提供酒水服务
·
为客人建议并销售饮料
·
接受饮料定单
·
准备并使用咖啡机
·
解释酒水的类型和特色
·
为客人选择酒水提供建议
·
促销并为客人销售鸡尾酒
1.5. 关照常客
·
为客人建议酒精饮料
·
确认酒精饮料的浓度
·
提醒客人酒精饮料的影响
·
估计客人的酒量并采取合适的行动
·
帮助客人不过量饮酒
·
监督影响客人的所有不利因素
·
提醒客人酒店的关于吸烟的政策
1.6. 为特殊仪式做准备
·
设计特殊仪式服务的房间/布置
1.7. 在安排好工作后协助餐厅以下工作的运行
·
现金处理和帐务程序
·
准备资金日常存储工作及资金流动报告
·
建立并监督员工使用现金安全工作步骤
·
处理非常规结帐工作
·
监督客用设施和服务的标准
·
餐厅服务
1.8. 协助餐厅服务的准备工作
·
确保任何时间工作区域整洁
·
清洁餐厅设施
·
保持领位台清洁
·
标准接听电话
·
清洁电话、保持电话正常工作
·
保存菜牌、酒水牌
·
填写和保存预定簿
·
准备餐厅座位图
·
接收和记录预订
·
记录和传达信息
·
安排特别活动
2. 对客服务/销售
2.1. 对客服务/关系
·
根据标准与程序完成任务
·
向客人传递高水平服务
·
确保客人的需求和合理要求被满足
·
不断寻找机会发展对客服务
·
汇报客人意见及反馈
·
遵守喜来登顾客满意标准
·
建立并维持有效的对客关系
·
尽力记住客人的姓名并以姓氏称呼
·
了解长住和常来客人的习惯
·
以职业化的形象和态度实施有效的和合适的对客影响
·
以能够促进友好、信任和满意的态度与客人交流
·
采取合适的行动解决客人的抱怨
·
有承担起上级授予的处理客人特殊要求投诉的能力
2.2. 销售及促销产品和服务
·
掌仕达屋SPG推广计划
·
使用鼎力销售和建议性销售和方法和技巧销售酒店和喜来登的产品与服务
·
促销酒店和喜来登的产品与服务
·
维持对产品与服务的高度了解以便于向客人解释和销售服务与实施
3. 培训
·
参加酒店的各种培训
·
接受部门培训
·
培训新员工
4. 电脑
4.1. 餐饮电脑系统
·
掌握并使用餐饮电脑系统
·
掌握MICROS收银系统
·
操作收银机各种功能
·
迅速完全正确输入客人的点单
·
掌握TMS 预订系统
4.2. 文字工作
·
掌握和使用文字处理软件包
5. 安全/清洁/养护
5.1. 维持一个安全可靠的工作环境
·
强调保养职责，遵守工作区健康和安全法规、政策和程序
·
采取行动排除危险，向上级或经理报告危险隐患
·
坚持酒店安全制度、紧急情况处理规定和程序
·
熟悉对财产安全、紧急救护和火警等处理程序
·
依照酒店要求记录安全日志和事故记录
5.2. 清洁/养护工作
·
坚持酒店的清洁和养护
·
保持维护所在工作区域的高度整洁
6.1其它任务
·
完成你上级交待的其它任务
