岗位职责
Customer Service
宾客服务
• Ensures the delivery of brand promise and provides exceptional guest service at all times.
确保遵循品牌承诺并始终提供优异的对客服务。
• Provides excellent service to internal customers in other departments as appropriate.
在适当的时候为其他部门的内部客人提供优质服务。
• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
礼貌而高效地处理所有客人和内部客人的投诉和询问，确保问题得到圆满解决。
• Maintains positive colleague interactions with good working relationships.
和同事保持基于良好工作关系的互动接触。
• Establishes a rapport with guests maintaining good customer relationships.
与客人建立并保持良好的客户关系。
• One should ensure our associates (service) are always reachable while it is needed by customers and show passion to provide our authentic service.
在客户有需要时，确保我们服务的员工始终可以联系到，并表现出对提供真诚服务的热情。
• Follows Event Standards for customer service.
遵守客户服务的会议宴会标准。
Financial
财务
• Assists to improve productivity levels and the need to prudently manage utility costs within acceptable guidelines.
关注工作效率水平的提高以及在适用的原则指引下对于设施设备的成本的慎重管理的要求。
• Ensures that the outlet is operated in line with maximizing profit while delivering on the brand promise.确保遵守品牌承诺以追求利润最大化为原则进行部门运作。
• Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.
确保财务记录的保留、钱款处理和许可以及及时而准确的财政信息的上报全部符合酒店、公司和本地的制度、政策和规章的规定。
• Assists in the inventory management and ongoing maintenance of hotel operating equipment and other assets.
协助进行盘点管理和酒店营运设备和其他设施持续的保存保养。
• Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system.
确保使用新技术和设备，简化工作系统提高工作效率。
Operational
营运
• Ensures that brand standards have been implemented.
确保酒店的品牌标准都被贯彻执行。
• Responds to the results of HeartBeat and ensures that the relevant changes are implemented.
对于宾客满意度调查做出回应并落实相应的改善措施。
• Works closely with other Managers in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
以支持和灵活的态度与其他经理紧密合作，着眼于整个酒店的成功和酒店客人的满意度。
• Ensures that Food and Beverage associates work in a supportive and flexible manner with other departments.
确保餐饮部员工以支持和灵活的态度和“团队协作”的精神与其他部门合作。
• Tastes and monitors the food and beverage products served throughout the operation, provides feedback where appropriate.
在营运过程中将对于餐饮产品的检验和监督贯穿始终，并在适当的情况下作出反馈。
• Assists with conducting monthly inventory checks on all operating equipment and supplies.
协助对所有运营设备和营业用品的月度盘点。
• Assists to liaise with the Kitchen Department on daily operations and quality control.
协助与厨房针对每日营运和质量控制密切沟通。
• Has a thorough knowledge and understanding of all food and beverage items in the menu and the ability to recommend Food and Beverage combinations and upsell alternatives.
对菜单上的所有菜品和饮料有全面的知识和理解，并能推荐菜品和饮料的搭配及促销。
• Ensures that the outlet is kept clean and organized, both at the front as well as the back of house.
确保餐厅的前、后区域的洁净有序。
• Acts as an Event Service Leader for medium sized functions and be available to guests especially during set-up, coffee breaks and meal breaks.
在中等规模的活动中，充当会议宴会服务领班，特别是在摆台、茶歇时间和用餐时间为客人提供服务。
• Follows all checklists for the relevant event type.
遵守相关会议宴会类型的所有检查清单。
• Meets and liaises with the Kitchen and Beverage Department before the event to go through the final details and special requests. Maintains constant communication with the Chef de Cuisine - Events to ensure a smooth operation.
在会议宴会开始之前，与厨房和酒水部会面并联络，了解详细情况及特殊需求。与会议宴会的厨师长保持沟通，确保宴会的顺利进行。
Personnel
人事
• Oversees the punctuality and appearance of all Food and Beverage associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
监督餐饮部所有员工的守时性和仪容仪表，确保他们根据酒店和部门的仪容仪表要求身着正确的制服并保持高标准的仪容仪表和个人卫生状况。
• Encourages associates to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.
鼓励员工成为有创意的、主动的、具有挑战精神并可以认识到自身对于营运成功所作贡献的员工。
• Ensures that all associates have a complete understanding of and adhere to associate rules and regulations.
确保所有员工完全理解并严格遵守员工守则。
• Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
确保员工遵守所有与消防、防护和安全相关的酒店、公司和当地的制度、政策和规章。
• Feedbacks the results of Colleague HeartBeat and ensures that the relevant changes are implemented.
对于员工心语调查做出反馈并落实相应的改善措施。
Other Duties
其他
• Be knowledgeable in statutory legislation in associate and industrial relations.
熟知与员工和行业相关的法律法规。
• Understands and strictly adheres to Rules and Regulations established in the Associate Handbook and the hotel's policies concerning fire, hygiene, health and safety.
理解并严格遵守员工手册中的规章制度以及涉及到消防、卫生、健康和安全的酒店政策。
• Ensures high standards of personal presentation and grooming.
确保高标准的个人形象和仪容仪表。
• Responds to changes in the Food and Beverage function as dictated by the industry, company and hotel.
根据行业、公司和酒店对于餐饮职能要求的变化做出反应。
• Attends training sessions and meetings as and when required.
需要时参加培训课程和会议。
• Carries out any other reasonable duties and responsibilities as assigned.
执行分派的任何合理任务和额外职责。
岗位要求
Required Skills –
技能要求
• Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
完全代表酒店、品牌和公司与顾客、员工和第三方交往的能力。
• Alcohol awareness certification and/or food service permit or valid health/food handler card as required by local government agency.
持有当地政府规定的含酒精饮品知识课程证书或食品服务许可证或有效的健康或食品上岗证。
• Problem solving and training abilities.
具有解决问题和培训的能力
Qualifications –
学历
• Diploma in Hotel Management, Food & Beverage, or related field.
酒店管理，餐饮或相关专业的大专学历。
Experience –
经历
• 2 years related experience or an equivalent combination of education and experience. Supervisory experience preferred.
2年相关工作经历，或与此相当的教育和相关工作经验结合的背景。具主管经验优先考虑。
