Job Responsibilities岗位职责 The Supervisor’s main function is to promote and ensure guest satisfaction, achieved through his/her ability to develop and maintain a strong team environment, placing emphasis on associate satisfaction and the delivery of prompt, courteous service. The supervisor is accountable for sales and profit in his/her area.主管的主要工作要促进并且确保客人满意。通过他的/ 她的能力去发展和维持以形成一个强大的团队环境。同时着重于员工满意度，有效的送餐和礼貌的服务。 主管要对他的/ 她所负责的区域的销售和利润是负责。 1.Assume responsibility for the daily operations of the In Room Dining operation or any other assigned outlet to ensure a smooth running, profitable operation within the framework of the hotel.承担对客房送餐部日常营运的责任或任何其它分配的工作以确保运转平稳,并且在酒店框架中创收。 2.Assist in working toward positive financial results.协助部门向积极的财政结果努力。 3.Assist in ensuring that scheduling is done accurately and in a timely manner.协助确定本部门的正确工作安排并且及时地执行。 4.Assist in maintaining a highly motivated and well-trained staff.协助保持对员工较高的鼓励和较好的培训员工。 5.Initiate aggressive guest interaction through seeking and soliciting feedback from guests.经过寻找和听取来自客人的回馈来加强与客人的进一步互动。 6.Train, maintain and enforce all Food and Beverage service standards in Room Service.培训、保持和加强客房送餐部的餐饮服务标准。 7.Enforce the established drink recipe and presentation guidelines to ensure consistent quality beverage to our guests in accordance with the approved bar guide.按照酒吧要求加强建立酒水配方和展示册来确保服务给客人的酒水质量保持一致。 8.Handle daily associate relations (i.e. scheduling, time adjustments).处理日常员工关系 (例如： 排班,班次调整) 9.Find solutions for problems such as call outs, last minute orders, or any other daily problems that may arise.找到解决问题的方法，比如：外卖服务、最后点单时间, 或者其他可能发生的日常问题。 10.Conduct taste panels and menu classes on a daily basis for Room Service and DTS.组织客房送餐部和乐意为您服务中心的日常试菜和菜单培训。 Job Requirement岗位要求 1.At least 4 years F&B experience. 至少4 年的餐饮经验。 2.Demonstrated strong hospitality and communication skills.良好的好客和沟通技巧。 3.Demonstrated good communication in English and Mandarin.良好英语和普通话沟通能力。 4.Minimum vocational school.至少职业院校。

【岗位职责】 1、监督团队中的主管，服务员以及接线员的工作 2、根据公司的政策和知识来培训，评估和计划送餐部团队员工 3、与分析审计报告板块提高服务和餐饮质量来保持一致，客人的意见卡片建议事宜，需要规划到行动计划 4、保持部门的持续提升 5、为了部门的正常愉悦的操作，掌握系统的使用和准备日常的工作贯彻等 6、评估团队成员的工作表现并报告给部门经理 7、有效的预防部门的一次性消费品的浪费，调料也是整体的食品成本 8、把客人对食品的建议和意见描述并传达给经理 9、确保工作状况在自己的掌控之下并井井有条 10、为了能够最好的帮助到客人，要了解其他餐饮部门的工作流程与知识技能 11、确保部门的餐具，瓷器和服务器皿的库存良好 12、在接线员部在的时候要替代他们的工作 13、贯彻部门经理的工作需要与任务，送餐部门是自己的主要工作职责，在紧急的情况下可以寻求其他部门的帮助，来管理其他区域因为缺席没来的主管，有时需要接受分配的特别任务来执行额外的职责 14、餐饮部的知识丰富尤其在正式餐厅 【岗位要求】 1.至少2年以上的同岗位工作经验。 2.良好的运营和管理技能。 3.良好的仪容仪表。 4.积极主动。 5.团队有良好的沟通才能，监督和刺激员工的积极性。 6.良好的英文书面和口语能力。

【岗位职责】 1、监督团队中的主管，服务员以及接线员的工作 2、根据公司的政策和知识来培训，评估和计划送餐部团队员工 3、与分析审计报告板块提高服务和餐饮质量来保持一致，客人的意见卡片建议事宜，需要规划到行动计划 4、保持部门的持续提升 5、为了部门的正常愉悦的操作，掌握系统的使用和准备日常的工作贯彻等 6、评估团队成员的工作表现并报告给部门经理 7、有效的预防部门的一次性消费品的浪费，调料也是整体的食品成本 8、把客人对食品的建议和意见描述并传达给经理 9、确保工作状况在自己的掌控之下并井井有条 10、为了能够最好的帮助到客人，要了解其他餐饮部门的工作流程与知识技能 11、确保部门的餐具，瓷器和服务器皿的库存良好 【岗位要求】 1、熟练掌握岗位工作流程和服务技能； 2、具备较强的服务能力、洞察能力、沟通能力、承受能力、应变能力和组织指挥能力，并有效督导班组提供优质服务。

【岗位职责】 1、监督团队中的主管，服务员以及接线员的工作 2、根据公司的政策和知识来培训，评估和计划送餐部团队员工 3、与分析审计报告板块提高服务和餐饮质量来保持一致，客人的意见卡片建议事宜，需要规划到行动计划 4、保持部门的持续提升 5、为了部门的正常愉悦的操作，掌握系统的使用和准备日常的工作贯彻等 6、评估团队成员的工作表现并报告给部门经理 7、有效的预防部门的一次性消费品的浪费，调料也是整体的食品成本 8、把客人对食品的建议和意见描述并传达给经理 9、确保工作状况在自己的掌控之下并井井有条 10、为了能够最好的帮助到客人，要了解其他餐饮部门的工作流程与知识技能 11、确保部门的餐具，瓷器和服务器皿的库存良好 12、在接线员部在的时候要替代他们的工作 13、贯彻部门经理的工作需要与任务，送餐部门是自己的主要工作职责，在紧急的情况下可以寻求其他部门的帮助，来管理其他区域因为缺席没来的主管，有时需要接受分配的特别任务来执行额外的职责 14、餐饮部的知识丰富尤其在正式餐厅 【岗位要求】 1、将会有夜班的工作 2、具备英语沟通能力并渴望学习具备其他国家语言

RESPONSIBILITIES 职责 · Manage day-to-day operations of In-Room Dining 管理送餐部的日常运作 · Handle complaints and make effective service recovery 处理投诉并采取有效的补救措施 · Ensure standards are being followed in accordance with F&B policies and procedures 确保遵循所有与餐饮部政策和程序一致的标准 · Ensure all talents have full product knowledge 确保所有人才有全面的产品知识 · Regularly inspect food & beverage quality 定期检查食品和酒水质量 QUALIFICATIONS 任职资格 · Degree in Hotel Restaurant Management or equivalent 酒店管理专业毕业或相等学历 · Excellent reading, written and oral proficiency in English 优秀的英语听，说，读，写能力 · Experienced in all aspects of restaurant service 餐饮服务方面经验丰富

岗位职责 1.监督团队中的主管及服务员的工作 2.根据公司的政策和知识来培训，评估和计划送餐部团队员 3.与分析审计报告板块提高服务和餐饮质量来保持一致，客人的意见卡片建议事宜，需要规划到行动计划 4.保持部门的持续提升 5.为了部门的正常愉悦的操作，掌握系统的使用和准备日常的工作贯彻等 6.评估团队成员的工作表现并报告给部门经理 7.有效的预防部门的一次性消费品的浪费，调料也是整体的食品成本 把客人对食品的建议和意见描述并传达给经理 8.确保工作状况在自己的掌控之下并井井有条 9.为了能够最好的帮助到客人，要了解其他餐饮部门的工作流程与知识技能 10.确保部门的餐具，瓷器和服务器皿的库存良好 11.在接线员部在的时候要替代他们的工作 12.贯彻部门经理的工作需要与任务，送餐部门是自己的主要工作职责，在紧急的情况下可以寻求其他部门的帮助，来管理其他区域因为缺席没来的主管，有时需要接受分配的特别任务来执行额外的职责 岗位要求 1.能够接受有夜班的工作 2.具备英语沟通能力并渴望学习具备其他国家语言 3.餐饮部的知识丰富尤其在西餐厅或送餐部

【职位描述】 With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others. If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike. The Assistant Food & Beverage Manager has the key responsibility of ensuring that all Food & Beverage outlets, Conference and Banqueting operations are managed as successful independent profit centers, ensuring maximum guest satisfaction and consistency in line with Hilton International standards. He / she will achieve these through the key strategies of planning, controlling, organizing and marketing. What will I be doing? As the Assistant Food & Beverage Manager, you will be responsible for performing the following tasks to the highest standards: • Listen and respond spontaneously to questions asked by guests, team members and suppliers. • Find an immediate solution to precise and simple problems. • Know how to improvise during an emergency. • Learn lessons from difficult experiences to be proactive in area of competence. • A peacemaker who does everything to anticipate and respond to guest needs, arbitrate divergent interests and guarantee a friendly environment. • Respect the procedures, is punctual, has a good personal appearance and accomplishes tasks with precision. • Trustworthy and monitors the quality of personal work, taking responsibility for it. • Ensure that rules and procedures are respected, advising the people involved in any situation which could result in a lack of quality / security. • Open and asks for advice from others, conscious of his role in creating a good team image. • A team player who demonstrates flexibility in adapting to team constraints. • Respect others and their cultures, encouraging consensus building. • Open to ideas of others, receptive to those ideas and able to adapt an established way of working. • Enthusiastically propose and implement creative solutions in area of responsibility in order to stay ahead of the game. • Understand relevant OH&S legislations and their implications on the operation of the department and communicate to the team their responsibilities within OH&S. • Ensure that safe and healthy working practices are implemented at all times. • Understand and know how to anticipate the needs of guests, getting feedback from guests. • Agree to and implement actions to make improvements to customer service. • Positively deal with and learning from customer complaints and comments with follow-up and feedback to the Food & Beverage Manager. • Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during operation hours each day. • Uncover the major causes of satisfaction and dissatisfaction, ensuring that the information is communicated to the appropriate parties further up the hierarchy. • Ensure that all standards for service delivery as identified in the Guest Satisfaction Manual and the Standard Operating Procedures Manual are consistently delivered throughout the department. • Have detailed knowledge of departmental standards, explain these standards to the team and assess team members’ performance against these standards. • Monitor standards through regular standards review checks. • Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service. • Implement and follow-through with improvements identified. • Plan, prioritize, organize and control the day-to-day operation. • Communicate effectively with the Front Office and Groups & Tours teams to maximize in-house and group business for the atrium, ensuring direct liaison with Group Leaders upon arrival. • Describe, assign and delegate duties and authority for the operation of the restaurant at all times. • Understand the situation in other departments and their implications for your own department. • Plan ahead and ensure adequate resources are available. • Manage the departmental operation and take action where necessary to ensure it runs smoothly, participating in service duties during service periods, where necessary. • Coordinate with Engineering and Housekeeping departments to ensure that cleaning is followed-up with and procedures are maintained. • Maintain in-depth technical knowledge and skills required for the job. • Participate in future menu changes with the F&B Manager and the Executive Chef, taking into consideration new F&B trends, market demands and sales achievements. • Attend and participate in regular F&B, operational and roster meetings. • Assist the F&B Manager with the preparation of events brochures and outlet promotions. • Identify, communicate and act on potential sales leads. • Create an environment where “everyone sells”. • Set higher objectives than in the past, for self and the team, improving actions taken in order to create more sales. • Use key monitors and financial targets to evaluate the department’s performance and make future plans. • Complete regular financial and operating reports, as required or requested by the F&B Manager. • Forecast potential revenues and costs. • Following company’s control procedures, controlling costs without compromising standards. • Analyze and explain any financial variance against plan. • Set-up and maintain the leave plans for the department. • Understand the goals of the hotel and the department’s role in achieving it. • Communicate to the team key information concerning the strategy of the company. • Keep the team up to date on departmental, hotel and company activities through regular communication, meetings and memos, including special events and promotions in the restaurant. • Understand the quantity and quality of people needed to operate the department. • Carry out selection interviews and make effective recruitment decisions. • Ensure that new recruits have all relevant information before commencing employment. • Ensure that standards training, and assessments are carried out. • Regularly review individual and team performance against objectives and provide feedback. • Develop and implement department training plans to meet business needs. • Review and evaluate all training activities. • Assign projects and missions to facilitate personal development and that of the team. • Adhere to the hotel’s security and emergency policies and procedures. • Ensure that all team members have a complete understanding of and adhere to the hotel’s team member rules and regulations. • Carry out any other reasonable duties and responsibilities as assigned. • The Management reserves the right to make changes to this job description at its sole discretion and without advance notice. 【任职要求】 What are we looking for? An Assistant Food & Beverage Manager serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow: • 2-4 years in a managerial position in a 4 / 5-star category hotel. • Familiar with computer systems. • Considerable skill in math and algebraic equations using percentages. • Able to communicate in English, both verbally and in writing, with guests and employees, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and to collect. • Motivated and committed, approaching all tasks with enthusiasm and seize opportunities to learn new skills or knowledge in order to improve personal performance. • Flexible and responds quickly and positively to changing requirements including the performance of any tasks requested of you. • Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals. • Diplomatic and shows enthusiasm and conviction that encourages guests to try new experiences. • Strong F&B and Conference & Banqueting operations knowledge and skills. • Strong leadership, people management and training skills. • Guest oriented and able to confidently build and exceed service standards. • Thorough knowledge of service, cost control in F&B, labour controls, beverage menu writing, maintenance, merchandising, computer and accountings. • Strong interpersonal skills and attention to details. • Key strengths (under the 9 competencies) in people management communication and planning. • Thorough knowledge of food and beverage operations including food, beverages, supervisory aspects, service techniques, and guest interaction. • Able to work under pressure and deal with stressful situations during busy periods. What will it be like to work for Hilton? Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

Job Summary: 1. Ensure that L&G report to work as scheduled. Document any late or absent employees. 2. Assign work and side duties to L&G in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations which compromise the department’s standards and delegate these tasks. 3. Monitor and handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction. Ability to solve guest’s dissatisfaction (GXP) and answer all guests’ correspondence by mail, email and telephone or facsimile to ensure guests satisfaction. (within 24 hours at the latest for written document) 4. After the meeting with the banquet director/manager, review the menu for the group and necessary equipment. Ensure that delivery time, quantity, special requests are arranged as ordered. Candidate Profile: 1. Two years of related work experience. 2. Fluency in oral and reading English Understanding. 3. Marriott Group or Ritz-Carlton Hotel work experience preferred.

【岗位职责】 1、指导、监督送餐部领班、服务员及订餐员的工作情况。 2、定期对本部门人员进行技能技巧，应对技巧培训。 3、督导和巡视重要宾客房间的送餐服务工作。 4、送餐前，检查送餐车、托盘及赠品，确保一切准备就绪，一旦需要即可送出。 5、送餐后,随时关注该房的动态、客人有什么需要,及时的提供服务。 6、控制营业所需的餐具，定期参加盘点。 7、编制员工排班表，监督员工考勤记录，每月进行评估员工。 8、解决各方面的服务问题，处理客人的投诉。针对客人提出的建议给予感谢。 【岗位要求】 1、大专以上学历，具有5年以上本岗位工作经验。 2、通晓餐厅管理和服务方面的知识，具有熟练的服务技能。 3、有一定的外语会话能力和处理餐厅突发事件的应变能力。

1. Implement all sales action plans related to the respective market as outlined in sales action plan with supervision under Restaurante Operation Manager. 在经理督导下，制定每周及每月餐饮销售计划，执行相应的餐饮销售活动。 2. Ensure that the invoicing effectively corresponds to all services agreed upon and rendered. 确保对能对商品价格进行有效估价，尽可能地符合客人的意愿，将酒店服务做到最好。 3. Confidently knowing the food and beverage menu contents and be able to explain them in detail to guests. 熟悉掌握菜单及饮料单上的内容，并可以详细的给客人做出解释 4. Deliver Food and Beverage service of high standard and in accordance with departmental standards and    procedures 按照部门的规范和程序提供高标准的餐饮服务 5. Communicates to his/her superior any difficulties, guest comments and other relevant information    与上级领导交流有关疑难，客人意见和其它相关信息 6. Promote the hotel as often as possible through entertaining, conduction, site inspections, and presentation  hotel etc. 通过热情招待、加强交流、定点拜访、酒店介绍等销售技巧，提高销售业绩，促进酒店经营发展。 7. Pay visits to former, existing and potential clients in view of entering into contracts with them, especially commercial accounts. 保持与酒店老客户、现有及潜在客户之间的联系，尤其是商业合作上的联系。 8. Organize regular visits in accordance to a predetermined plan and maintain relationship well with customers. 根据预定计划组织定期的客户拜访，与客户保持良好关系。 9. Meet and accompany any top key accounts, VIP guests upon arrival to ensure statisfaction. 在主要客户及贵宾到店时欢迎其光临，并做好在店内的接待工作。 10.Provide after-sales service and in particular to ensure all guests complaints are taken seriously and discussed with the respective departments if necessary. 提供完善的售后服务，确保妥善处理所有客人投诉，如需要可与相关部门进行商讨沟通。 11.Keep himself/herself well informed about the restaurant especially in key departments. 始终了解餐厅的运营信息，尤掌握酒店重要部门的信息更新。 12.Get and well known all information of market by using competitor awareness tool, especially key F&B competitors, its production and related promotions and report to DOFB/FBM in a timely manner. 利用竞争对手分析工具了解并熟悉竞争对手相关产品信息，特别是重点客户及相应产量，密切监控竞争对手动态，并定期及时向餐饮总监/餐饮经理汇报。 13.Maintains a high level of exposure for the hotel in major market areas through sales call or joint sales call, telephone, fax, and written communications. 通过直接销售拜访、联合销售拜访、电话销售、通信等方式努力将酒店主要市场保持在一个高水准的位置。 14.Carry 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。 15.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。 Required Qualifications 任职要求 1. More than 1 year of the same position experience. 具有1年以上相关岗位工作经验。 2. Able to endure hard work.Have good sense of responsibility and team work. 工作勤奋，具有团队合作精神。 3.Communicate with guest efficiently.Customer oriented, Credibility. 与宾客的有效沟通能力强，具有服务意识，为人正直、诚实、敬业。 4. Good professional habits. Integrity. 具有良好的工作习惯、较高的职业素养与道德。

Managing Day-to-Day Room Service Operations 管理客房送餐的日常运作 ·Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.监督和管理员工。管理所有的日常运作。了解员工的工作岗位，能够在员工缺席的情况下履行职责。Ensures property policies are administered fairly and consistently.确保财产政策得到公平和一致的管理。 ·Communicates areas in need of attention to staff and follows up to ensure follow through. 与员工沟通需要关注的地方，并跟进以确保贯彻执行。 ·Supervises daily shift operations and ensures compliance with all Room Service policies, standards and procedures.监督每天的工作并确保所有客房服务政策，标准和程序的执行。 ·Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.监督员工水平，确保客人服务、运营需求和财务目标得到满足。 · Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. 运用人际关系和沟通技巧去领导、影响和鼓励他人;提倡健全的财务/业务决策;演示了诚实、正直;领导以身作则。 ·Encourages and builds mutual trust, respect, and cooperation among team members.鼓励并建立团队成员之间的相互信任、尊重和合作。 ·Serves as a role model to demonstrate appropriate behaviors.充当行为榜样，展示适当的行为。 ·Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.为下属提供指导和指导，包括制定绩效标准和监控绩效。 ·Develops specific goals and plans to prioritize, organize, and accomplish your work.制定具体的目标和计划，按优先级排列、组织和完成工作。 ·Ensures and maintains the productivity level of employees. 确保并保持员工的生产力水平。 ·Provides the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective.提供领导、愿景和方向，将各部门的目标整合在一起，并以高效和有效的方式对其进行优先排序。 ·Celebrates successes and publicly recognizes the contributions of team members.庆祝成功，并公开认可团队成员的贡献。 · Communicates performance expectations in accordance with job descriptions for each position.根据每个职位的工作描述，沟通绩效预期。 ·Ensures that regular on-going communication is happening with employees to create awareness of business objectives, communicate expectations, recognize performance and produce desired results.确保与员工进行定期的沟通，以建立对业务目标的认识、沟通期望、认可绩效并产生预期结果。 ·Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.与员工建立并保持开放、协作的关系，并确保员工在团队中也这样做。 ·Observes service behaviors of employees and provides feedback to individuals.观察员工的服务行为，并向员工提供反馈。 · Solicits employee feedback, utilizes an "open door" policy and reviews employee satisfaction results to identify and address employee problems or concerns.征求员工的反馈意见，采用“门户开放”的政策，审查员工满意度结果，以发现并解决员工的问题或担忧。 ·Strives to improve service performance. 努力改善服务绩效。 ·Supervises service behaviors of employees and provides feedback to individuals.监督员工的服务行为，并向员工提供反馈。

岗位职责/职位描述 Duties and Responsibilities工作职责 · Greet VIP guests personally 亲自迎接贵宾 · Liaise with other departments to ensure excellent service delivery 与其它部门联系，以确保提供高质量的服务   · Oversee maintenance of efficient repeat guest history system 对高效的常客客史档案系统维护实施监管 · Perform such functions as to include but not be limited to: 行使下列功能，包括但不仅限于： o Attending to special requests by guests 回应客人提出的特别要求 · Develop and implement guest telephone contact systems 开发和应用客人电话联系系统 · Handle guest complaints and refer them as necessary, follows up on corrective action 处理客人投诉，如有必要则将其提交给有关部门，并对纠正措施进行跟进 · Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary 评估所有员工的外在形象、守纪情况和工作效率并进行直接监管，如有必要，可采取  直接的纠正措施 · Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations 组织和召开客户关系部全体人员参加的会议，以加强交流和保证业务的顺利进行 · Works with Superior and Human Resources on manpower planning and management needs 与上级领导和人力资源部一起进行人力规划和管理需求。 · Works with Superior and Director of Finance in the preparation and management of the Department’s budget. 与上级领导和财务总监一起编制和管理部门预算。

有同等星级酒店工作经验者优先考虑

财务回报 ·          按照酒店的规定存储餐饮存货 ·          按酒店的制度计账 ·          准确和清楚的填写收据 员工团队 ·          与员工建立并保持良好的工作关系。 ·          参加和参与每日的例会和其它计划好的会议。 ·          参加和参与计划好的培训课程。 宾客体验 ·          按照部门的规范和程序提供高标准的餐饮服务。 ·          与上级领导交流有关疑难，客人意见和其它相关信息。 ·          确保部门的以下各项工作就绪为客人提供服务： ·    遵守洲际酒店集团的个人仪表仪容规范著装无可挑剔 ·    确保在开始营业前餐厅准备就绪，侍应生和餐桌服务员都遵守开始营业规范 ·    确保餐厅运营设备的清洁并正常工作 ·    按照酒店的规定保持工服和个人仪表的高标准 ·    协助饮料服务 ·    协助食品服务 ·    阅读并熟悉预订 ·    准备好特别活动 ·    接听电话订位并按餐厅的规范在预订冊上记录 ·    按领位员的标准培训员工 ·    保持迎宾台的清洁 ·    遵守卫生规范和程序 ·    协作职责和服务的准备工作 ·    保持所有菜单和饮料单的清洁 ·          高效的提供服务： ·    迎宾并安排客人就坐 ·    询问客人是否有预订，如有预定在预订册上做记录 ·    为客人登记预订并注有用餐喜好，如客人没有预订则在预订册上记录 ·    周到的满足客人要求 ·    安全的举餐盘使破损将到最低 ·    确的处理付款方法 ·    陪同客人前往喜欢的餐台或预订的餐台，按餐厅标准安排客人就坐 ·    周到的为客人服务，并尽可能解决客人的投诉，向上级领到报告所有事件 ·    与客人谈论有关的餐饮产品 ·    确保迅速且高效的清理餐桌。 ·    对菜单有具体的了解，包括每日特价。 ·    了解当前酒店所有的活动 ·          通过确保以下内容高效的提供饮品服务： ·     遵守酒精饮料服务归定，推销饮料并定时为客人续酒。 ·     与客人谈论葡萄酒，建意葡萄酒的品种和风格，写单和为客人送酒 ·     向客人推销鸡尾酒 ·     调配和装饰鸡尾酒 ·     按规范提供热的咖啡和茶 ·          正确处理客人的投诉。

主要职责 Main Duties     营运 Operational   § 根据凯悦标准，为客人提供顺畅、高效的服务。 Provides fluent and efficient service in accordance with Hyatt standard. § 为客人推荐服务，回应客人关于餐饮的要求并提供建议。 Gives recommendation on service and responds guest Food and Beverage request as well as provides suggestion. § 根据顺序和程序为客人安排座位、点单并服务食物和饮料。 Assigns seats to guest according to subsequence and procedures, takes order of food and beverage. § 全面了解MICROS系统。 Has a thorough knowledge to all sides of MICROS System. § 根据部门营运手册的要求，确保餐厅所有食物和饮料、机器和设备的正常运作。 Ensure all food and beverage, machines and equipment to be normal running according to Departmental Operation Manual. § 努力使客人满意，并使客人经常光顾餐厅。 Makes effort to satisfy our customers and makes them repeat to dine in the restaurant.   § 为客人点单和上菜，避免不必要的延误。 Takes food order and delivers foods to avoid unnecessary delay. § 掌握关于餐厅菜单和酒单的知识。 Has thorough knowledge of menus and wine list. § 促销菜单并说服客人选择价格较高的食物以增加总收入，例如：汤，饮料，沙拉，甜点，等等。 Up sells menus and persuades customers to select higher price foods to increase revenue, e.g. soup, beverage, salad, dessert etc.   § 向餐厅经理/副理报告任何困难或问题，以便找到解决方法或进行下一步行动。 Reports any difficulties and problems to Manager / Assistant Manager to find out solutions or take next action. § 保持所有设备和客人需求是同等的。 Maintain equality to both all equipment and customer requests. § 确保根据标准及运作需要摆台。 Ensures table setting to accord to standard and operational requirement. § 确保在用餐结束后，所有餐桌的干净整洁。 Ensures that all tables are clean and tides up after dining over. § 准确为客人预定餐桌并确定用餐人数。 Makes reservation accurately to customers and confirms dining pax.     客房服务 Room Service   § 在结束与客人的通话前，为客人点单并重复所点的内容。 Repeats order items before phone hung up. § 确保按客人的要求正确点单。 Ensures to take correct orders for customers accordingly. § 确保所有食物及时送到客人房间。 Ensures the prompt delivery all foods to guest rooms on time. § 严格遵守酒店政策和程序，特别是进入客房。 Adheres hotel Policies and Procedures strictly, particularly in entering guest rooms. § 确保不能进入有“请勿打扰”的客房。 Ensures not to enter the guest room with “Do Not Disturb”. § 当被告知收餐具时，确保收走在客人房间或走廊的所有餐具。 Ensures to collect all tableware at room or in the corridor when getting inform. § 确保所有帐单的准确并在送餐时收回款项。 Ensures that all billings are correct and collects the payment on room service.     宴会 Event Service   § 根据客人要求布置宴会场地。 Furnishes banquet venue according to customer requests. § 确保所有会议的视频设备都事先经过测试。 Ensures that video equipment are check before all functions beginning. § 确保将会议横幅摆放在正确的位置。 Ensures to display the event banner on the right place. § 满足任何客人的要求，如遇到困难则向副理报告，以便得到建议或找到解决方法。 Satisfies any final guest request, reports any difficulties to Assistant Manager to gain his/her suggestion or solution. § 将餐布和设备送入仓库前，确保餐布和设备的干净整洁。 Ensures that table linen and equipment are clean before stored.   § 与客房部紧密合作，确保会议、宴会场地始终干净整洁。 Cooperates with Public Cleaning closely and ensures that all event venues are clean. § 与工程部紧密合作，确保设备的正常运作。 Cooperates with Engineering closely and ensures that all event equipment are good used.     总则 General   § 按要求出席所有会议并作出贡献。 Attends and contributes to all meetings as required. § 确保部门的服务一贯按照部门营运手册的标准，高效、一致和礼貌的完成。 Ensures services provided by the department are always available and are always carried out to define Standard with the utmost efficiency, consistency and courtesy as detailed in the Department Operation Manual. § 始终提供礼貌和专业的服务。 Consistently provides courtesy and professional service. § 保持对酒店产品知识、当前推广、政策改变的最新了解及保持高效的内部沟通。 Maintains the updated understanding to hotel product knowledge, upsell activities, policy change and the efficient communication internally. § 根据安排出席酒店及部门的培训，以提高技能和知识。 Attends the arrangement trainings of hotel and department accordingly to develop skills and knowledge. § 礼貌而高效的处理客人和员工询问，对不能立即解决的投诉和问题进行汇报。 Handles guest and associate enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found. § 熟悉并严格遵守员工手册中的规章制度，及酒店关于防火、卫生、健康和安全的制度。 Is knowledgeable adhere to rules & regulations established in the Associate Handbook and the hotel’s policies concerning fire, hygiene and health & safety. § 确保高标准的个人形象和仪容仪表。 Ensures high standards of personal presentation & grooming. § 与客人和同事保持基于良好工作关系的接触。 Maintains positive guest and colleague interactions with good working relationships. § 根据酒店、行业和公司的指引，回应需求、改变，执行任何合理的任务及额外职责。 Responds to request to undertake any reasonable tasks and secondary duties and to changes as dictated by the hotel, industry and company.

财务回报 ·          利用餐厅每个月不同的推广活动，吸引更多的客户 ·          加强与客人的联系，建立长期合作关系 员工团队 ·          与员工建立并保持良好的工作关系。 ·          参加和参与每日的例会和其它计划好的会议。 ·          参加和参与计划好的培训课程。 ·          在经理缺席时主持交接班说明会，确保员工了解酒店的活动和运营的要求。 · 宾客体验 ·          在自己当班期间尽可能解决所有的投诉，并在工作日志中记录所有投诉以便进一步跟进的工 ·          监督现金的处理和存放程序。 ·          编制每日存款和流动资金报告。 ·          制定并指导员工执行现金安全制度。 ·          处理异常的付款情况。 ·          监督服务设备的维护保养。 ·          监督客用设施和服务的标准。 ·          控制存货和监督保安成序。 ·          协助菜单和酒水单的设计工作。 ·          监督各项职能。 ·          监督餐厅的服务。 ·          和上级领导一起进行人力规划和管理需求。 ·          和上级领导一起编制和管理部门预算。

按公司要求未顾客提供优质服务 按公司管理制度标准完成日常工作

遵守纪律，热爱本职工作，按规定着装，注意仪表仪容，和使用规范的服务举止。 保持地面清洁无杂物、水渍、油渍。 保持公共区域内的烟盅，垃圾桶，地面，玻璃，墙壁，天花板，灯具，指示牌，电源开关，各种扶手，空调，出进风口，换气口，家具及各种装饰物等的清洁。 负责餐厅绿植的保养与清洁工作；保持客用楼梯，电梯间，台阶，地毯，窗户的清洁卫生。 每市前完成客用餐具的添加，及客用餐具放置区的卫生清洁工作。 每市中巡场检查客用餐具的使用情况，定时完成餐具添加补充工作，确保顾客能够正常使用。 每市中巡场检查门店卫生情况，完成随手清洁工作。 高峰期协助服务人员収桌翻台，提高门店翻台效率。 爱护并正确使用公物、工具、设备，节约用水，清洁消耗用品等。 发现设备损坏、丢失、断电、断水等异常情况，第一时间报告上级管理人员。 每市后清理垃圾，补充清洁用品；清点清洁工具，使用后做到清洁用具定位放置，不遗失。

主要职责 Main Duties     宾客服务 Customer Service   §  确保遵循品牌承诺并始终提供优异的对客服务。 Ensures the delivery of brand promise and provides exceptional guest service at all times. §  在适当的时候为其他部门的内部客人提供优质服务。 Provides excellent service to internal customers in other departments as appropriate. §  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。 Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily. §  与客人和同事保持基于良好工作关系的互动接触。 Maintains positive guest and colleague interactions with good working relationships. §  与客人建立并保持良好的客户关系。 Establishes a rapport with guests maintaining good customer relationships.   财务 Financial   §  协助促进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或者支出成本的慎重管理的要求。 Assists to improve productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines. §  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。 Assists to ensure that the outlet is operated in line with maximising profit while delivering on the brand promise. §  协助餐厅经理达到月度和年度个人目标和餐厅营业收入。 Assists the Outlet Manager to achieve the monthly and annual personal target and the outlet’s revenue. §  确保与财务记录的保留、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。 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 §  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。 Assists in the inventory management and ongoing maintenance of hotel operating equipment and other assets. §  确保使用新技术和设备，简化工作系统提高工作效率。 Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system §  熟练操作收银系统。 Fully conversant with all aspects of the Cashier System. §  按照客人消费的项目计算账单费用。 Computes bill according to items consumed by guests. §  向客人呈送相应的账单。 Presents checks/ bill showing amount due. §  记录收取的金额并准备报表。 Records amounts received and prepares reports of transactions. §  报价并详细说明所收取项目。 Quotes price and describes features of items for which money is received. §  对特别的项目作必要的核查。 Makes necessary checks needed for specific function.   §  完成日常的值班交接。 Makes daily transactions on shift. §  在餐厅账单、日常交接和报告中说明任何差异的情况。 Reports and explains any discrepancies in outlet checks, daily transactions and reports. §  核对所有客人呈交信用卡，确保所有信用卡都在有效期内。 Verifies all credit cards presented by guest before to validity of the card. §  严格遵守财务部发出的关于收银及现金处理的政策和程序。 Strictly adheres to all policies and procedures issued by the Finance with regard to cashiering and cash handling. §  有效控制部门破损，在规定范围之内。 Effectively control department breakage within the prescribed scope.     营运 Operational   §  确保酒店最基本的品牌标准都要被贯彻执行。 Ensures that minimum brand standards have been implemented. §  确保贯彻执行所有凯悦温情和餐饮经典20条的标准。 Ensures that all Touches of Hyatt and the Food and Beverage Top 20 are implemented. §  对于客户调查结果做出回应并落实相应的改善措施。 Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented. §  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。 Works closely with other Outlet Managers in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests. §  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。 Ensures that Food and Beverage employees work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”. §  确保餐厅的前、后区域的洁净有序。 Ensures that the outlet is kept clean and organised, both at the front as well as the back of house. §  协助与厨房针对每日营运和质量控制密切沟通。 Assist to liaise with the Kitchen and Beverage Department on daily operations and quality control if appropriate. §  成为亲身实践操作的主管人员并时常出现在餐厅区域，尤其是繁忙时段。 Be a hands-on supervisor and be present at all times in the Outlet, especially during busy periods.   §  协助监督对所有运营设备和营业用品的月度盘点。 Assists with conducting monthly inventory checks on all operating equipment and supplies. §  协助与厨房针对每日营运和质量控制进行密切沟通。 Assist to liaise and organise with Housekeeping Department that the cleaning schedules are strictly adhered to.     总则 General   §  监督部门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。 Oversees the punctuality and appearance of Outlet, 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. §  经过适当的培训、指导和/或教导，通过提高每位员工的技能和能力将其效力发挥到最大化。 Maximises the effectiveness of employees by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring. §  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。 Encourages employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation. §  支持落实以人为本，示范并加强凯悦价值观和文化特性。 Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics. §  确保所有员工完全理解并严格遵守员工守则。 Ensures that all employees have a complete understanding of and adhere to employee rules and regulations. §  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。 Ensures that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security. §  对于员工意见调查做出反馈并落实相应的改善措施。 To feedback the results of the Employee Engagement Survey and ensure that the relevant changes are implemented.               其他责任 Other Duties   §  在任何时间表现负责的主管行为，并以积极的形象代表酒店管理团队和凯悦国际。 Exercises responsible supervisory behaviour at all times and positively representing the hotel team and Hyatt International. §  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。 Understands and strictly adheres to Rules and Regulations established in the Employee Handbook and the hotel's policies concerning fire, hygiene, health and safety. §  确保高标准的个人形象和仪容仪表。 Ensures high standards of personal presentation and grooming. §  根据行业、公司和酒店对于餐饮部职能要求的变化做出反应。 Responds to changes in the Food and Beverage function as dictated by the industry, company and hotel. §  需要时参加培训课程和会议。 Attends training sessions and meetings as and when required. §  执行分派的任何合理任务和额外职责。 Carries out any other reasonable duties and responsibilities as assigned.