【崗位職責(zé)】 1、提供酒水服務(wù) 2、接收酒水定單 3、準(zhǔn)備并服務(wù)雞尾酒及下午茶 4、使用冷藏系統(tǒng) 5、布置開放式吧臺(tái) 6、在開放式吧臺(tái)準(zhǔn)備并服務(wù)飲料 7、清潔并準(zhǔn)備開放式吧臺(tái) 8、出示賬單，結(jié)賬 9、對(duì)客服務(wù)/銷售 10、向客人傳遞高水平服務(wù) 11、確保客人的需求和合理要求被滿足 12、不斷尋找機(jī)會(huì)發(fā)展對(duì)客服務(wù) 13、以職業(yè)化的形象和態(tài)度實(shí)施有效的和合適的對(duì)客影響 14、以能夠促進(jìn)友好、信任和滿意的態(tài)度與客人交流 15、維持對(duì)產(chǎn)品與服務(wù)的高度了解以便于向客人解釋和銷售服務(wù)與實(shí)施

【職位描述】 1.經(jīng)常去查看餐飲準(zhǔn)備中僅可用新鮮的產(chǎn)品。 2.協(xié)助行政總廚/行政副總廚提出富有創(chuàng)意的建議和想法。 3.針對(duì)每日營(yíng)運(yùn)和質(zhì)量控制與廚房密切溝通。 4.對(duì)菜單上的所有菜品和飲料有全面的知識(shí)和理解，并能推薦菜品和飲料的搭配及促銷。 5.不斷尋求市場(chǎng)和公關(guān)方面的機(jī)會(huì)以加強(qiáng)關(guān)注力并最終帶來生意。 6.確保遵守品牌承諾以追求利潤(rùn)最大化為原則進(jìn)行部門運(yùn)作。 【任職要求】 1. 相關(guān)工作經(jīng)驗(yàn)優(yōu)先 2. 團(tuán)隊(duì)合作能力強(qiáng) 3. 快速的適應(yīng)力及學(xué)習(xí)能力 4. 思維靈活，積極主動(dòng) 5. 較強(qiáng)的溝通及管理能力

【職位描述】 行政 Administration § 協(xié)助確保餐飲部運(yùn)作符合其酒店策略，適當(dāng)執(zhí)行酒店規(guī)章。 Assists to ensure that the Food and Beverage activities are aligned with the respective Corporate Strategy, and that the Hotel Actions have been implemented where appropriate. § 在適當(dāng)?shù)臅r(shí)候協(xié)助準(zhǔn)備和更新部門營(yíng)運(yùn)手冊(cè)。 Assists to prepare and update Departmental Operations Manuals as appropriate. § 協(xié)助定期主持召開部門溝通會(huì)并確保分部門例會(huì)和會(huì)議確實(shí)有效且在必要時(shí)進(jìn)行指導(dǎo)。 Assists to conduct regular divisional communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary. 賓客服務(wù) Customer Service § 確保所有員工遵循品牌承諾并始終提供優(yōu)異的對(duì)客服務(wù)。 Ensures that all associates deliver the brand promise and provide exceptional guest service at all times. § 確保員工同樣在適當(dāng)?shù)臅r(shí)候?yàn)槠渌块T的內(nèi)部客人提供優(yōu)質(zhì)服務(wù)。 Ensures that associates also provide excellent service to internal customers in other departments as appropriate. § 禮貌而高效地的方式處理所有客人和內(nèi)部客人的投訴和詢問，確保問題得到圓滿解決。 Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily. § 與客人和同事保持基于良好工作關(guān)系的互動(dòng)接觸。 Maintains positive guest and colleague interactions with good working relationships. § 與客人建立并保持良好的客戶關(guān)系。 Establishes and maintain good customer relationships with customers. § 經(jīng)常親自證實(shí)餐廳客人得到的是最好的服務(wù)。 Personally and frequently verifies that guests in the Outlet are receiving the best possible service. § 在餐廳區(qū)域花時(shí)間巡視（高峰時(shí)段）以確保員工很好地管理餐廳區(qū)域并使各項(xiàng)活動(dòng)達(dá)到最佳滿意度。 Spends time in the Outlet (during peak periods) to ensure that the Outlet is managed well by the respective associates and functions to the fullest expectations. 財(cái)務(wù) Financial § 將員工的工作能力通過多項(xiàng)技能、多項(xiàng)任務(wù)和有彈性的日程安排運(yùn)用而達(dá)到最大化，以完成經(jīng)營(yíng)上的財(cái)政目標(biāo)和顧客期望。 Maximises associates productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests. § 關(guān)注工作效率水平的提高以及在適用的的原則指引下對(duì)于設(shè)施設(shè)備或者支出成本的慎重管理的要求以達(dá)到所有設(shè)備的最佳調(diào)配和能源使用效率。 Focuses attention on improving productivity levels and the needs to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment. § 確保遵守品牌承諾以追求利潤(rùn)最大化為原則進(jìn)行部門運(yùn)作。 Assists to ensure that the outlet is operated in line with maximising profit while delivering on the brand promise. § 協(xié)達(dá)到月度和年度個(gè)人目標(biāo)和餐廳營(yíng)業(yè)收入。 Achieve the monthly and annual personal target and the outlet’s revenue. § 確保與財(cái)務(wù)記錄的保留、錢款處理和許可以及及時(shí)而準(zhǔn)確的財(cái)政信息的上報(bào)全部符合酒店、公司和本地的制度、政策和規(guī)章的規(guī)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 § 協(xié)助進(jìn)行盤點(diǎn)管理以及酒店?duì)I運(yùn)設(shè)備和其他設(shè)施持續(xù)的保存保養(yǎng)。 Assists in the inventory management and ongoing maintenance of hotel operating equipment and other assets. § 以主要的業(yè)績(jī)表現(xiàn)指數(shù)為基礎(chǔ)對(duì)成本進(jìn)行預(yù)先管理控制，適當(dāng)?shù)臅r(shí)候讓各個(gè)部門經(jīng)理參與其中。 Manages costs proactively based on key performance indicators, works with the respective Heads of Department as appropriate. § 確保使用新技術(shù)和設(shè)備，簡(jiǎn)化工作系統(tǒng)提高工作效率。 Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system. 市場(chǎng)營(yíng)銷 Marketing § 與部門成員一起準(zhǔn)備年度市場(chǎng)計(jì)劃，作為完成餐飲部年度市場(chǎng)計(jì)劃的依據(jù)。 Prepares with the Outlet team, a yearly marketing plan which is the basis of the Food and Beverage Annual Marketing Plan. § 不斷評(píng)估當(dāng)?shù)亍?guó)內(nèi)和國(guó)際市場(chǎng)趨勢(shì)、供應(yīng)商和其他酒店/餐飲企業(yè)營(yíng)運(yùn)狀況以確保酒店自身經(jīng)營(yíng)狀況保持競(jìng)爭(zhēng)力和領(lǐng)先位置。 Evaluates local, national and international market trends, vendors and other hotel/restaurant operations constantly to make sure that the hotel’s operations remain competitive and cutting edge. § 不斷尋求市場(chǎng)和公關(guān)方面的機(jī)會(huì)以加強(qiáng)關(guān)注力并最終帶來生意。 Continuously seeks Marketing and Public Relations opportunities to increase awareness and ultimately business. 營(yíng)運(yùn) Operational § 確保酒店最基本的品牌標(biāo)準(zhǔn)都要被貫徹執(zhí)行。 Ensures that minimum brand standards have been implemented. § 確保貫徹執(zhí)行所有凱悅溫情和餐飲經(jīng)典20條的標(biāo)準(zhǔn)。 Ensures that all Touches of Hyatt and the Food and Beverage Top 20 are implemented. § 對(duì)于客戶調(diào)查結(jié)果做出回應(yīng)并落實(shí)相應(yīng)的改善措施。 Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented. § 以支持和靈活的態(tài)度與其他經(jīng)理緊密合作，著眼于整個(gè)酒店的成功和酒店客人的滿意度。 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. § 確保餐飲部員工以支持和靈活的態(tài)度和“團(tuán)隊(duì)協(xié)作”的精神與其他部門合作。 Ensures that Food and Beverage associates work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”. § 在營(yíng)運(yùn)過程中將對(duì)于餐飲產(chǎn)品的檢驗(yàn)和監(jiān)督貫穿始終，并在適當(dāng)?shù)那闆r下作出反饋。 Tastes and monitors the food and beverage products served throughout the operation, provides feedback where appropriate. § 監(jiān)督餐廳的服務(wù)和餐飲標(biāo)準(zhǔn)。在必要的地方，與餐廳副理、尚萃大廚和廚師長(zhǎng)一起實(shí)施正確的措施。 Monitors service and food and beverage standards in the Outlet. Work with the Assistant Outlet Managers, Head Chefs and Chef de Cuisines to take corrective actions where necessary. § 與尚萃大廚對(duì)餐飲營(yíng)運(yùn)進(jìn)行頻繁而全面的檢查。 Conducts frequent and thorough inspections together with the Head Chef, of the Food and Beverage Operation. § 經(jīng)常去查看餐飲準(zhǔn)備中僅可用新鮮的產(chǎn)品。 Frequently verifies that only fresh products are used in food and beverage preparation. § 協(xié)助尚萃大廚提出富有創(chuàng)意的建議和想法。 Assists the Head Chefs with creative suggestions and ideas. § 協(xié)助監(jiān)督對(duì)所有運(yùn)營(yíng)設(shè)備和營(yíng)業(yè)用品的月度盤點(diǎn)。 Assists in conducting monthly inventory checks on all operating equipment and supplies. § 針對(duì)每日營(yíng)運(yùn)和質(zhì)量控制與廚房密切溝通。 Liaises with the Kitchen and Beverage Department on daily operations and quality control. § 對(duì)菜單上的所有菜品和飲料有全面的知識(shí)和理解，并能推薦菜品和飲料的搭配及促銷。 Have 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. § 確保餐廳的前、后區(qū)域的潔凈有序。 Ensures that the outlet is kept clean and organised, both at the front as well as the back of house. § 與客房部配合，確保嚴(yán)格執(zhí)行既定的清潔計(jì)劃。 Liaises and organises with Housekeeping Department that the established cleaning schedules are strictly adhered to. 人事 Personnel § 協(xié)助所有餐飲員工的聘用和篩選。在招聘時(shí)遵循酒店指示，在篩選員工時(shí)以能力為基礎(chǔ)進(jìn)行選擇。 Assists in the recruitment and selection of all Food and Beverage associates. Adheres to hotel guidelines when recruiting and uses a competency-based approach to selecting employees. § 監(jiān)督餐飲部所有員工的守時(shí)性和儀容儀表，確保他們根據(jù)酒店和部門的儀容儀表要求身著正確的制服并保持高標(biāo)準(zhǔn)的儀容儀表和個(gè)人衛(wèi)生狀況。 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. § 經(jīng)過適當(dāng)?shù)呐嘤?xùn)、指導(dǎo)和/或教導(dǎo)，通過提高每位員工的技能和能力將其效力發(fā)揮到最大化。 Maximises the effectiveness of associates by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring. § 協(xié)助指導(dǎo)員工進(jìn)行年度表現(xiàn)評(píng)估，支持他們的職業(yè)發(fā)展目標(biāo)。 Assists to conduct annual Performance Development Discussions with associates and to support them in their professional development goals. § 與進(jìn)修及培訓(xùn)發(fā)展部經(jīng)理為員工制定培訓(xùn)計(jì)劃并落實(shí)有效的培訓(xùn)課程。 Plans and implements effective training programmes for associates in coordination with the Learning and Development Department Manager. § 協(xié)助每周工作時(shí)間安排的準(zhǔn)備和記錄，確保可以反映出營(yíng)業(yè)需求和其他重要的業(yè)績(jī)指數(shù)。 Assists in the preparation and posting of weekly work schedules, making sure that they reflect business needs and other key performance indicators. § 鼓勵(lì)員工成為有創(chuàng)意的、主動(dòng)的、具有挑戰(zhàn)精神并可以認(rèn)識(shí)到自身對(duì)于營(yíng)運(yùn)成功所作貢獻(xiàn)的員工。 Encourages associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation. § 支持落實(shí)人本品牌，示范并加強(qiáng)凱悅價(jià)值觀和文化特性。 Supports the implementation of The People Brand, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics. § 確保所有員工完全理解并嚴(yán)格遵守員工守則。 Ensures that all associates have a complete understanding of and adhere to associates rules and regulations. § 確保員工遵守所有與消防、防護(hù)和安全相關(guān)的酒店、公司和當(dāng)?shù)氐闹贫取⒄吆鸵?guī)章。 Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security. § 對(duì)于員工敬業(yè)度調(diào)查協(xié)助做出反饋并落實(shí)相應(yīng)的改善措施。 Assists to feedback the results of the Employee Engagement Survey and ensure that the relevant changes are implemented. 其他 Other Duties § 在任何時(shí)間表現(xiàn)負(fù)責(zé)的管理和行為，并以積極的形象代表酒店管理團(tuán)隊(duì)和凱悅國(guó)際。 Exercises responsible management and behaviour at all times and positively representing the hotel management team and Hyatt International. § 理解并嚴(yán)格遵守員工手冊(cè)中的規(guī)章制度以及涉及到消防、衛(wèi)生、健康和安全的酒店政策。 Understands and strictly adheres to Rules and Regulations established in the Associate Handbook and the hotel's policies concerning fire, hygiene, health and safety. § 確保高標(biāo)準(zhǔn)的個(gè)人形象和儀容儀表。 Ensures high standards of personal presentation and grooming. § 根據(jù)行業(yè)、公司和酒店對(duì)于餐飲職能要求的變化做出反應(yīng)。 Responds to changes in the Food and Beverage function as dictated by the industry, company and hotel. § 需要時(shí)參加培訓(xùn)課程和會(huì)議。 Attends training sessions and meetings as and when required. § 執(zhí)行分派的任何合理任務(wù)和額外職責(zé)。 Carries out any other reasonable duties and responsibilities as assigned. 【任職要求】 至少2年同等職位的豪華酒店及大型酒店集團(tuán)工作經(jīng)驗(yàn)，或知名獨(dú)立酒吧相關(guān)從業(yè)經(jīng)驗(yàn)

薪資福利 1.工資5200元起 2.輪班制 3.提供工作餐 4.提供住宿 如有其他需求，比如添加更多福利、對(duì)工作環(huán)境的描述等，都可以隨時(shí)告訴我 崗位職責(zé)： 1、負(fù)責(zé)前廳的日常管理工作，包括服務(wù)流程監(jiān)督輔助店長(zhǎng)日常工作等； 2、處理顧客投訴，提升顧客滿意度，維護(hù)餐廳形象； 3、協(xié)助店長(zhǎng)進(jìn)行前廳區(qū)域衛(wèi)生及設(shè)備的日常維護(hù)； 4、負(fù)責(zé)新員工培訓(xùn)，確保服務(wù)質(zhì)量符合公司標(biāo)準(zhǔn)； 任職要求： 1、具備良好的溝通能力和團(tuán)隊(duì)協(xié)作精神； 2、有1年以上餐飲前廳管理經(jīng)驗(yàn)，熟悉服務(wù)流程和標(biāo)準(zhǔn)； 3、形象氣質(zhì)佳，有較強(qiáng)的責(zé)任心和抗壓能力； 4、能夠適應(yīng)快節(jié)奏的工作環(huán)境，具備良好的問題解決能力。

【崗位職責(zé)】 1、全面負(fù)責(zé)大堂吧的日常運(yùn)營(yíng)管理工作，確保服務(wù)流程標(biāo)準(zhǔn)化、規(guī)范化； 2、監(jiān)督并指導(dǎo)員工執(zhí)行服務(wù)標(biāo)準(zhǔn)，提升客戶滿意度，處理客人投訴及突發(fā)事件； 3、負(fù)責(zé)大堂吧的排班、考勤及員工培訓(xùn)，提高團(tuán)隊(duì)服務(wù)技能與工作效率； 4、管理酒水及物料庫(kù)存，控制成本，定期盤點(diǎn)并提交采購(gòu)需求； 5、維護(hù)設(shè)施設(shè)備正常運(yùn)行，確保環(huán)境衛(wèi)生符合酒店標(biāo)準(zhǔn)； 6、協(xié)助制定促銷活動(dòng)方案，推動(dòng)酒水及特色產(chǎn)品銷售，完成營(yíng)收目標(biāo)； 7、與其他部門協(xié)調(diào)合作，確保服務(wù)銜接順暢。 【崗位要求】 1、中專及以上學(xué)歷，酒店管理、旅游管理或相關(guān)專業(yè)優(yōu)先； 2、2年以上酒店餐飲服務(wù)經(jīng)驗(yàn)，1年以上大堂吧或酒吧主管崗位經(jīng)驗(yàn)； 3、熟悉酒水知識(shí)、會(huì)調(diào)酒及咖啡制作等服務(wù)流程，具備成本管控意識(shí)； 4、具備較強(qiáng)的團(tuán)隊(duì)管理能力、溝通能力及客戶服務(wù)意識(shí)； 5、能適應(yīng)倒班工作制； 6、工作細(xì)致耐心，能高效處理突發(fā)情況，抗壓能力強(qiáng)。

職位描述： 我們熱情，不僅對(duì)客人 我們規(guī)范，不僅于制度 和我們一樣，帶著夢(mèng)想 即刻起，點(diǎn)贊你的生活，從這一份工作開始! 只要你有才，虛以待位，只等你來! 無限的發(fā)展空間，我們的成長(zhǎng)邀請(qǐng)你一同參與! 崗位要求：? 倍受信賴，親切友善，遠(yuǎn)見卓識(shí)

協(xié)助大堂吧經(jīng)理領(lǐng)導(dǎo)團(tuán)隊(duì)完成公司提出的目標(biāo)，確保高水準(zhǔn)的服務(wù)、任何時(shí)候確保食品質(zhì)量和出品。大堂吧主管督導(dǎo)的工作宗旨是完成的客人滿意度，完成公司的財(cái)務(wù)收益。 擁有餐飲方面的經(jīng)驗(yàn)，了解餐飲運(yùn)營(yíng)和現(xiàn)代管理原則。 至少2年餐飲運(yùn)營(yíng)經(jīng)驗(yàn)，在一家飯店至少2年相似職位。 較好的運(yùn)營(yíng)和管理技能，有上進(jìn)心。

We are currently looking for a?Service Leader - Traveler's Lounge?to join our F&B team. 我們正在尋找一位賓客服務(wù)主管 - 旅行者之家加入我們餐飲部團(tuán)隊(duì)。 Interact and engage with guests and maintains high quality service standards. ? ? ?與客人互動(dòng)并保持高質(zhì)量的服務(wù)標(biāo)準(zhǔn)。 Motivate team members and maintain a high level of team spirit (or team cohesiveness). ? ? ?激勵(lì)團(tuán)隊(duì)成員，保持高度的團(tuán)隊(duì)精神(或團(tuán)隊(duì)凝聚力)。 Handle guest complaints effectively and professionally. ? ? ?有效和專業(yè)地處理客人的投訴。 Consistently looking to increase satisfaction levels from a Colleague, Guest and Owner perspective. ? ? ?始終如一地從同事、客人和老板的角度來提高滿意度。 Support the daily operation in collaboration with the Service Manager, assist with monthly forecasting, weekly schedule, restaurant profitability evaluation etc. ? ? ? ?與服務(wù)經(jīng)理合作支持日常運(yùn)營(yíng)，協(xié)助完成月度預(yù)測(cè)、周計(jì)劃、餐廳盈利能力評(píng)估等工作。 We are looking for someone who: 候選人應(yīng)具備以下特質(zhì)： Has a passion for Food & Beverage ? ? ?對(duì)餐飲有熱情 Loves interacting with guests ? ? ?喜歡與客人互動(dòng) Believes in teamwork ? ? ?相信團(tuán)隊(duì)合作 Preferably has experience working in either a luxury restaurant or a 5* hotel background ? ? ?有豪華餐廳或五星級(jí)酒店工作經(jīng)驗(yàn)者優(yōu)先 A self-starter and a team player ? ? ?積極主動(dòng)，善于團(tuán)隊(duì)合作 Enjoys being challenged ? ? ?喜歡挑戰(zhàn)

Role： Responsible for organizing the bar department, overseeing and preparing a variety of beverages including coffee and cocktails, and ensuring excellent customer service while adhering to the company's operational and hygiene standards. Responsibilities: - Oversees the preparation and supervision of all beverages, following company guidelines and product manuals, with extensive knowledge of the beverage industry and various techniques and trends. - Acts as a point of reference for customers, ensuring a welcoming atmosphere in line with company standards and understanding their needs to provide excellent service. - Manages opening and closing procedures, ensuring the bar area and equipment are prepared and maintained. - Ensures the bar area is always orderly and that all equipment is functional and clean, following hygiene standards. - Responsible for the correct storage of products, stock management, and warehouse logistics in compliance with hygiene and health standards. - Coordinates with service staff and pastry counter assistants to ensure service timings are met. - Presents and promotes products to stimulate customer interest and sales. - Handles complaints and involves the Director as necessary, based on the situation and customer type. - Participates in maintaining cleanliness, order, and the pastry shop's image, following company guidelines and reporting any maintenance needs. - Ensures bar staff adhere to company guidelines regarding appearance and company image. - Manages staff scheduling in collaboration with Caffè manager - Utilizes interpersonal communication techniques to effectively manage team relationships and suggests training activities for professional development. - Proposes new seasonal cocktails. Note: The activities listed above are illustrative and not exhaustive.

崗位職責(zé) 1、按照部門的規(guī)范和程序提供高標(biāo)準(zhǔn)的餐飲服務(wù)。 2、正確處理客人的投訴。 3、根據(jù)酒吧存貨量領(lǐng)取酒吧物品。 4、為酒吧侍應(yīng)生提供基本的飲料知識(shí)和飲料服務(wù)的培訓(xùn)。 5、召開每日例會(huì)和參加計(jì)劃好的餐飲部會(huì)議。 6、為銷售，飲品創(chuàng)新和利潤(rùn)制定部門的規(guī)范和程序。 崗位要求 1、英文溝通能力，其他的語種也是被需求的 2、掌握有關(guān)于食品，酒水，運(yùn)營(yíng)各個(gè)方面的知識(shí)以及工作能力 3、3年有關(guān)的工作經(jīng)驗(yàn)，1年以上副經(jīng)理級(jí)經(jīng)驗(yàn) 4、優(yōu)秀的行政管理技能 5、擁有敏銳的商業(yè)嗅覺 6、懂得自我激勵(lì)以及保持積極的態(tài)度 7、較強(qiáng)的領(lǐng)導(dǎo)能力，懂得激勵(lì)團(tuán)隊(duì)隊(duì)員以及跟團(tuán)隊(duì)的溝通 8、良好的英文書寫能力和口語能力 9、良好的儀容儀表 10、較強(qiáng)的抗壓能力

【崗位職責(zé)】 1、負(fù)責(zé)酒店茶藝區(qū)域的日常運(yùn)營(yíng)管理，包括茶品展示、茶席布置及茶藝表演等服務(wù)工作 2、根據(jù)賓客需求提供專業(yè)茶藝服務(wù)，講解茶文化知識(shí)并推薦適合的茶飲 3、定期維護(hù)保養(yǎng)茶具設(shè)備，確保茶藝區(qū)域環(huán)境整潔、器具完好 4、參與酒店特色茶飲的研發(fā)與創(chuàng)新，制定季節(jié)性茶單及特色茶藝活動(dòng)方案 5、負(fù)責(zé)茶葉采購(gòu)、庫(kù)存管理及成本控制工作 6、培訓(xùn)指導(dǎo)新入職員工掌握基礎(chǔ)茶藝服務(wù)技能 【崗位要求】 1、熱愛中國(guó)傳統(tǒng)文化，對(duì)茶葉品類、沖泡技法及茶道禮儀有深入了解 2、具備優(yōu)秀的服務(wù)意識(shí)和溝通能力，能根據(jù)賓客需求提供個(gè)性化茶藝服務(wù) 3、有較強(qiáng)的學(xué)習(xí)能力和創(chuàng)新意識(shí)，能持續(xù)鉆研茶藝專業(yè)知識(shí) 4、形象氣質(zhì)佳，普通話標(biāo)準(zhǔn)，具備基礎(chǔ)的英語交流能力者優(yōu)先 5、能適應(yīng)彈性工作時(shí)間，包括周末及節(jié)假日值班 6、持有國(guó)家認(rèn)證的茶藝師資格證書者優(yōu)先考慮

Position Summary職位概述 This position is concerned with the efficient and professional service of food and beverages within the Restaurant, ensuring that the restaurant returns a budgeted profit through tight cost and Stock control. Direct supervision of team member is necessary, while ensuring that all guests receive optimum???????????? ?Service in accordance with the standards, policies and procedures of DT by Hilton Shenyang. 餐廳主管/領(lǐng)班的職位要求能夠提供專業(yè)快捷的服務(wù)。通過成本及庫(kù)存控制來獲得計(jì)劃盈利。直接督導(dǎo)員工的工作，通過遵守餐廳和 本酒店的規(guī)章制度以確保為客人提供符合 標(biāo)準(zhǔn)的完美服務(wù)。 1.???????? To maintain a high customer service focus by approaching your job with the customers always in mind. 在整個(gè)工作過程中，始終保持高度的客戶服務(wù)意識(shí)。???? 2.???????? To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly? communicating with both customers and colleagues. 保持積極的工作態(tài)度，做好本職工作，并且主動(dòng)解決問題，能夠始終清晰的與客人或同事進(jìn)行交流。 3.??? ??To contribute ideas and suggestions to enhance operational/environmental procedures in the Hotel. 能夠提出對(duì)酒店的運(yùn)作及環(huán)境有益的意見或建議。 4.???????? To actively promote the service and facilities of the Hilton Hotels to guests and suppliers of the hotel. 能夠積極的向客人及供應(yīng)商推薦酒店的服務(wù)及設(shè)施。 5.???????? To perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace. 在工作過程中能夠做好本職工作，保證自己及其他人的安全。 6.???????? Confidently knowing the food and beverage menu contents and be able to explain them in detail to guests. 熟悉掌握菜單及飲料單上的內(nèi)容，并可以詳細(xì)的給客人做出解釋。 7.???????? Understand dietary requirements and offer appropriate suggestions. 了解健康食品的要求，并可以給出適當(dāng)?shù)慕ㄗh。 8.???????? In consultation with the Manager, agreeing and implementing actions to make improvements to customer service. 與經(jīng)理商討，并做到如何提高對(duì)客服務(wù)意識(shí)，達(dá)成一致標(biāo)準(zhǔn)并采取相應(yīng)的行動(dòng)。 9.???????? By completing checklist in product knowledge. 能夠達(dá)到產(chǎn)品知識(shí)的要求。 10.???? Be able to make suggestions on the menu that might suit guests of different nationalities. 可以根據(jù)客人不同的國(guó)籍推薦菜單上的食品。 11.???? By knowing menu items of all other outlets to recommend guests to other outlets. 了解其他餐廳的菜肴，以便向客人推薦。 12.???? Confidently knowing opening hours of all restaurants & Hotel outlets. 熟悉所有餐廳及酒店其他部門的營(yíng)業(yè)時(shí)間。 13.???? Being able to recommend other restaurants & city attractions to Hotel guests. 可以向客人推薦其它具有吸引力的餐廳或場(chǎng)所。 14.???? To actively check team member product knowledge on each shift. 在工作中隨時(shí)檢查員工的產(chǎn)品知識(shí)。 15.???? Undertake steps/process to ensure that all areas of the restaurant are set are set to the standards required for breakfast, lunch and dinner.? This also includes checking the cashier desk set-up& communicating with the Chefs about any details for the shift including how many reservations for the day. 遵守服務(wù)程序，保證餐廳的各個(gè)區(qū)域都符合早餐、午餐及晚餐的服務(wù)標(biāo)準(zhǔn)。其中包括收銀臺(tái)的準(zhǔn)備工作，及和廚師交流，餐廳預(yù)定的詳細(xì)情況。 16.???? Check reservations for the day, ensuring that the restaurant & team member have tables ready and large bookings have been confirmed by phone. 檢查餐廳當(dāng)天預(yù)定，保證員工能夠按照預(yù)定準(zhǔn)備及正確擺臺(tái)，做好相應(yīng)的準(zhǔn)備，并能致電確認(rèn)預(yù)定。 17.???? By assisting service & kitchen team member where required and carry out any reasonable duties requested by the manager. 在必要的時(shí)候協(xié)助服務(wù)團(tuán)隊(duì)及廚房團(tuán)隊(duì)，并完成經(jīng)理交代的任務(wù)。 18.???? By ensuring all team member is briefed for the details of the shift ahead. 確保所有員工提前了解換班的詳細(xì)安排。 19.???? By completing checklist on preparing the restaurant for service. 完成賬單檢查表以準(zhǔn)備餐廳服務(wù)。 20.???? Greet guests with a smile, offer assistance with coats, bags etc., and introduce yourself. 微笑服務(wù)，協(xié)助顧客就座、掛外套及背包等，并做自我介紹。 21.???? Ensure all guests are escorted to a table, asked if they would prefer smoking or non smoking. 保證客人都被引領(lǐng)入座并詢問他們喜歡吸煙區(qū)或非吸煙區(qū)。 22.???? Follow up any guest questions or queries immediately and if you don’t know the answer, check with your Manager. 滿足客人的各項(xiàng)要求，如不能立即回答客人的問題請(qǐng)與經(jīng)理聯(lián)系。 23.???? Ensure all service procedures are carried out to the standards required. 確保所有服務(wù)都符合標(biāo)準(zhǔn)。 24.???? Make sure all areas are cleaned and maintained in accordance with operating procedure. 確保所有區(qū)域與開始用餐時(shí)一樣整潔。 25.???? To supervise the restaurant roster on a daily basis and ensure it is in line with the changing business levels. Make any changes in order to achieve the F&B Team service standards and budget goals. 在生意變化的基礎(chǔ)上調(diào)整員工排班，做任何變化要確保餐飲部服務(wù)質(zhì)量及預(yù)算。 26.???? Control the allocated labor for each shift to ensure that customer expectations are met whilst achieving the desired labor cost. 控制每個(gè)人員的分配，以確保顧客的期望得到滿足而達(dá)到預(yù)期的人員成本。 27.???? Assist the restaurant managers with training all team member for ‘induction training’ and ‘on the job training’. 協(xié)助餐廳經(jīng)理進(jìn)行就職培訓(xùn)，及在職培訓(xùn)。 28.???? Offer team member constructive feedback about their performance after every shift in an aim to develop their skills and confidence. 為提高員工的工作技能及自信心，在每個(gè)班次的工作之后總結(jié)他們的工作表現(xiàn)。 29.???? Provide leadership and direction for all team member while on duty by offering professional skills and leading by example. 通過體現(xiàn)自身的專業(yè)素質(zhì)，為餐廳的其他員工樹立良好榜樣。 30.???? Ensuring the shift is reviewed and hand-over and briefings are carried out. 確保每個(gè)班次的回顧，交接班及例會(huì)的召開。 31.???? 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，該部門有權(quán)更改或補(bǔ)充該職位描述。 32.???? Carries out any other reasonable duties and responsibilities as assigned. 完成任何其他合理的職責(zé)和被指派的職責(zé)。

崗位職責(zé)： 1. 培訓(xùn)，指導(dǎo)和監(jiān)督我們員工并監(jiān)督順暢和優(yōu)雅的服務(wù)。 2. 監(jiān)督和維持的服務(wù)標(biāo)準(zhǔn)。 3. 檢查客戶滿意度，滿足客人的需要和適當(dāng)?shù)母M(jìn)投訴。 4. 推動(dòng)和保證客人的意見并積極反饋。 崗位要求： 1.掌握飲料知識(shí)-咖啡，茶等。 2.良好的溝通能力。 3.基本的英語溝通能力。

【崗位職責(zé)】 （大堂吧主管） 1、對(duì)餐廳經(jīng)理負(fù)責(zé)，具體實(shí)施對(duì)大堂吧的日常營(yíng)運(yùn)管理工作。 2、負(fù)責(zé)制定大堂吧工作計(jì)劃，并有效組織實(shí)施。 3、每日參與并檢查、指導(dǎo)大堂吧工作執(zhí)行情況，及時(shí)發(fā)現(xiàn)問題、處理問題并做好記錄。 4、負(fù)責(zé)主持大堂吧每日例會(huì)；參加大堂吧/酒吧每周周會(huì)、每月月會(huì)、樓面協(xié)調(diào)會(huì)、餐飲部經(jīng)營(yíng)分析會(huì)，并確保上情下達(dá)、下情上呈。 5、負(fù)責(zé)部門新員工培訓(xùn)和員工的在崗培訓(xùn)工作，確保員工的素質(zhì)、技能符合崗位要求。 6、合理調(diào)配人力，保證部門日常工作的人員配置并保持樓面清潔衛(wèi)生和服務(wù)質(zhì)量水準(zhǔn)。 7、負(fù)責(zé)作業(yè)前菜單或工作單的查看，主動(dòng)了解每位客人對(duì)服務(wù)和出品的特殊要求，并及時(shí)將信息傳達(dá)給服務(wù)人員和出品部門，且須一一檢查落實(shí)。 8、全程負(fù)責(zé)并參與每次的VIP服務(wù)，服務(wù)結(jié)束后，及時(shí)召集服務(wù)人員工進(jìn)行總結(jié)。 9、依據(jù)客人需求對(duì)大堂吧各項(xiàng)管理制度、政策以及部門操作程序、出品及服務(wù)標(biāo)準(zhǔn)提出有建設(shè)性的意見和建議。 10、與餐飲部其他部門的有效協(xié)調(diào)和溝通，使工作順利進(jìn)行。 11、與客人建立良好的公共關(guān)系，并及時(shí)處理發(fā)生在部門的各類投訴、意外和突發(fā)事件。 12、關(guān)注市場(chǎng)，積極參與部門經(jīng)營(yíng)推廣方案的討論，并提出對(duì)經(jīng)營(yíng)有建設(shè)性的建議。 13、參與部門營(yíng)運(yùn)現(xiàn)場(chǎng)的操作、檢查、監(jiān)督，并及時(shí)予以工作指導(dǎo)。 14、對(duì)直接下屬進(jìn)行約談和工作評(píng)估，并適時(shí)有效的激勵(lì)各級(jí)員工士氣。 15、定時(shí)與成控部主管聯(lián)系，確保大堂吧酒水成本得到有效控制。 16、與營(yíng)業(yè)部及其他部門密切聯(lián)系出色完成各項(xiàng)接待任務(wù)。 17、負(fù)責(zé)執(zhí)行大堂吧設(shè)備、設(shè)施的維護(hù)保養(yǎng)工作，使之經(jīng)常處于完好的狀態(tài)并得到合理的使用，防止事故發(fā)生。 18、負(fù)責(zé)檢查大堂吧員工個(gè)人、區(qū)域環(huán)境等衛(wèi)生及員工操作安全狀況，貫徹執(zhí)行飲食衛(wèi)生制度，確保部門各項(xiàng)衛(wèi)生及安全措施的實(shí)施。 【崗位要求】 1、同崗位工作經(jīng)驗(yàn)2年以上 2、性別不限，工作認(rèn)真負(fù)責(zé)，并有一定的管理水平和經(jīng)營(yíng)理念 3、懂各種酒水知識(shí)，有一定英語對(duì)話能力 4、萬豪旗下品牌酒店經(jīng)歷優(yōu)先，

崗位概述： 根據(jù)預(yù)先確定的標(biāo)準(zhǔn)和規(guī)格確保提供有效率的服務(wù)給客人。確保根據(jù)標(biāo)準(zhǔn)及規(guī)則給客人提供高效率的服務(wù)。主要職責(zé)將餐廳的運(yùn)作情況及服務(wù)細(xì)節(jié)報(bào)告于大堂酒吧經(jīng)理/副經(jīng)理。 經(jīng)驗(yàn)： 2-3年其他四星或五星酒店同職位的工作經(jīng)驗(yàn) 其它技能要求： 領(lǐng)導(dǎo)才能、培訓(xùn)技巧、組織能力 開朗及外向性格 積極的工作態(tài)度

We are looking for a Service Leader - Lobby Lounge with following duties and requirements: 我們?cè)趯ふ乙晃痪邆湟韵绿刭|(zhì)，并可獨(dú)立承擔(dān)相應(yīng)崗位職責(zé)的大堂吧主管人選： As a Service Leader - Lobby Lounge,?we?rely on you to: 作為酒店大堂吧主管，需承擔(dān)以下主要工作職責(zé)： 1.Be responsible for the daily operation and management of the lobby bar. 2. Be responsible for formulating the work plan of the lobby bar and effectively organizing and implementing it. 3. Participate in, inspect and guide the implementation of the lobby bar work every day, promptly identify problems, handle them and keep good records. 4. Be responsible for the training of new employees in the department and the on-the-job training of employees to ensure that their qualities and skills meet the job requirements. 5. Be fully responsible for and participate in each VIP service. After the service is completed, promptly convene the service staff for a summary. 6. Based on the guests' demands, offer constructive opinions and suggestions on the various management systems, policies, departmental operation procedures, product and service standards of the lobby bar. 7. Establish good public relations with guests and handle all kinds of complaints, accidents and emergencies that occur in the department in a timely manner 8. Ensure that the cost of beverages in the lobby bar is effectively controlled. 9. Be responsible for inspecting the personal hygiene and regional environment of the staff in the lobby bar, as well as the safety conditions of staff operations. Implement the food hygiene system and ensure the implementation of all hygiene and safety measures of the department. 1.負(fù)責(zé)大堂吧的日常營(yíng)運(yùn)管理工作。 2.負(fù)責(zé)制定大堂吧工作計(jì)劃，并有效組織實(shí)施。 3.每日參與并檢查、指導(dǎo)大堂吧工作執(zhí)行情況，及時(shí)發(fā)現(xiàn)問題、處理問題并做好記錄。 4.負(fù)責(zé)部門新員工培訓(xùn)和員工的在崗培訓(xùn)工作，確保員工的素質(zhì)、技能符合崗位要求。 5.全程負(fù)責(zé)并參與每次的VIP服務(wù)，服務(wù)結(jié)束后，及時(shí)召集服務(wù)人員工進(jìn)行總結(jié)。 6.依據(jù)客人需求對(duì)大堂吧各項(xiàng)管理制度、政策以及部門操作程序、出品及服務(wù)標(biāo)準(zhǔn)提出有建設(shè)性的意見和建議。 7.與客人建立良好的公共關(guān)系，并及時(shí)處理發(fā)生在部門的各類投訴、意外和突發(fā)事件 8.確保大堂吧酒水成本得到有效控制。 9.負(fù)責(zé)檢查大堂吧員工個(gè)人、區(qū)域環(huán)境等衛(wèi)生及員工操作安全狀況，貫徹執(zhí)行飲食衛(wèi)生制度，確保部門各項(xiàng)衛(wèi)生及安全措施的實(shí)施。 We are looking someone who: 我們尋找的人選需具備： 1. More than one year of working experience in the same position 2. Be conscientious and responsible in work, and have a certain level of management skills and business philosophy 3. Be familiar with various wine knowledge and have a certain ability to have English conversations 3. Possess a strong sense of dedication and responsibility, noble professional ethics, and good discipline and self-cultivation. 4. Be capable of working in accordance with service standards, be responsive, intelligent and flexible. 1、同崗位工作經(jīng)驗(yàn)1年以上 2、工作認(rèn)真負(fù)責(zé)，并有一定的管理水平和經(jīng)營(yíng)理念 3、懂各種酒水知識(shí)，有一定英語對(duì)話能力 3、具有強(qiáng)烈的事業(yè)心和責(zé)任感,高尚的職業(yè)道德,良好的紀(jì)律修養(yǎng)。 4、能夠按服務(wù)標(biāo)準(zhǔn)進(jìn)行工作,反應(yīng)靈敏,機(jī)智靈活。 If you are the right person, what are you waiting for? Click the apply button now! 如果您就是合適的人選，那還等什么？馬上點(diǎn)擊申請(qǐng)按鈕吧！

崗位職責(zé) 1.執(zhí)行西餐廳主管的工作指令，并向其報(bào)告工作； 2.堅(jiān)持讓客人完全滿意的服務(wù)宗旨，帶領(lǐng)班組員工按服務(wù)程序和要求，做好大堂吧的接待服務(wù)； 3.掌握全班組員工的出勤情況，檢查班組的儀容儀表，考核平時(shí)工作表現(xiàn)，定期向西餐廳主管匯報(bào)； 4.隨時(shí)注意大堂吧的動(dòng)態(tài)，及時(shí)妥善處理發(fā)生的各種問題，做好醉酒客人的處理工作； 5.做好交接班工作，并做好記錄； 6.掌握各種酒水知識(shí)，并能夠調(diào)制雞尾酒； 7.制定酒水控制、安全、衛(wèi)生等各項(xiàng)規(guī)章制度，并督導(dǎo)實(shí)施； 8.檢查大堂吧環(huán)境衛(wèi)生及餐具衛(wèi)生。 崗位要求 1.二年以上星級(jí)酒店以上大堂吧領(lǐng)班工作經(jīng)驗(yàn)； 2.具有良好的組織能力及溝通協(xié)調(diào)能力； 3.具有強(qiáng)烈的事業(yè)心和責(zé)任感，高尚的職業(yè)道德，良好的紀(jì)律修養(yǎng)； 4.能夠按服務(wù)標(biāo)準(zhǔn)進(jìn)行工作，反應(yīng)靈敏，機(jī)智靈活。

職責(zé)義務(wù)： Duties & Responsibilities: 1.實(shí)施工作標(biāo)準(zhǔn)和服務(wù)程序，督促員工嚴(yán)格履行其崗位職責(zé)。 Implement working standards and service procedures, and urge employees to strictly perform their duties. 2.正確處理客人的投訴。 Handle guest complaints correctly. 3.根據(jù)酒吧存貨量領(lǐng)取酒吧物品。 Pick up bar items according to the bar stock. 4.了解客情，親自為重要賓客服務(wù)。 Understand customers and personally serve important guests. 5.為酒吧侍應(yīng)生提供基本的飲料知識(shí)和飲料服務(wù)的培訓(xùn)。 Provide basic beverage knowledge and beverage service training to the bar staff. 6.檢查交接大堂吧服務(wù)用品，做好每月盤點(diǎn)工作。 Check the delivery of lobby bar service supplies, and do a good job of monthly inventory. 7.做好賓客檔案，積極與賓客溝通。 Do a good job of guest files and actively communicate with guests. 專業(yè)知識(shí)技能： Job Knowledge / Skill: 1.大專以上學(xué)歷或同等學(xué)歷，1年以上同崗位工作經(jīng)歷，能用一門外語進(jìn)行對(duì)客服務(wù)。 College degree or equivalent, more than 1 year work experience in the same position, able to speak a foreign language for customer service. 2.掌握有關(guān)于食品，酒水，運(yùn)營(yíng)各個(gè)方面的知識(shí)以及工作能力。 Have knowledge and working ability about food, beverage and operation. 3.熱愛本職工作，工作勤勤懇懇，認(rèn)真負(fù)責(zé)。 Love their work, work diligently, serious and responsible. 4.身體健康，儀表端莊。 Good health and good appearance.

1.????? Food & Beverage Department 1.1.??????? Outlet operation ·???????? Ensure all the staff to carry out the task according to the S&P ·???????? Complies with the hotel specific, guidelines of Sheraton Guests Satisfaction Index. The incumbent will initiate systems and procedures to meet and if possible exceed guest’s expectations ·???????? Assist with the management of outlet service ·???????? Assist with the management of cash handling procedures and banking procedures ·???????? Oversee the preparation of daily banking and cash flow reports ·???????? Instruct staff in credit policies and facilities ·???????? Instruct staff in cash security procedures ·???????? Manage the maintenance of equipment ·???????? Monitor standards of guest facilities and services ·???????? Control stock and monitor stock security procedures 2.????? Management/strategic planning 2.1.??????? Assist in Strategic Planning and Development ·???????? Take part in the preparation and planning and department/unit/outlet goals and objectives ·???????? Participate in the preparation of strategic plans and operation plans. ·???????? Determining optimum staffing, product, stock and equipment levels, in relation to business needs, keeping in mind the various seasonal periods of business 2.2.??????? ?Assist with the Planning and implementation of Sales & Marketing Strategies for outlet. ·???????? Assist with the preparation of sales and marketing plans ·???????? Assist with the development of new products and services ·???????? Assist with the development of marketing strategies ·???????? Assist with the evaluation of sales and marketing activities 2.3.??????? Consider Economic Relevant to the Department ·???????? Take into account external economic issues when planning and making decisions ·???????? Anticipate economic business level fluctuations ·???????? Monitor information and trends in the industry ·???????? Interpret economic data 2.4.??????? Quality Management Systems ·???????? Monitor the implementation of quality management systems 2.5.??????? Consider Tourism Issues Relevant to the Department ·???????? Consider political and social influences on business ·???????? Analyze tourism data ·???????? Liaise with relevant parties ·???????? Identify major environmental quality management systems 3.????? Finance Management 3.1.??????? POS. systems (Captain orders, shift change control of cash) ·???????? Control and check daily operation of all POS. systems ·???????? Ensure that all Cash floats and all systems are as per the P&P of the accounting department ·???????? Ensure that all Checks are posted accurately to the appropriate codes and departments ·???????? All canceled dockets are to be summarized on the void and canceled summary and signed ·???????? Account for all dockets used list out all docket control form and all unused docket ·???????? Conduct readings/report on the Micros machine at the start and end of the shift if needed. 3.2.??????? Financial Matters ·???????? Assist in the preparation and monitoring the accounts of the unit/ outlet ·???????? Assist in the preparation and management of the unit/ outlet budgets ·???????? Monitor, analyze and report variations from the budget ·???????? Assist with the preparation of performance reports for the unit/ outlet ·???????? Assist with the ratio analysis ·???????? Assist with analysis of the trend data ·???????? Contribute to pricing decisions ·???????? Analyze sales mix 4.????? Purchasing/Stock 4.1.??????? Manage Purchasing & Stock Control in conjunction with the Manager 4.2.??????? Stock Control ·???????? Handle and store stock according to stock control procedures 5.????? Human Resources 5.1.??????? Certificate ·???????? Be certified TSW, MFT, SOFT SKILLS and other management skills. 5.2.??????? Training: ·???????? Training, development and rostering of staff. ·???????? Determining and implementing on going training needs for associates at different levels. 5.3.??????? Manage Work Operations ·???????? Coordinate work operations within the department/ unit/ outlet ·???????? Develop performance standards for operations in the department/ unit/ outlet ·???????? Assess work operations and prepare plans to implement change when required ·???????? Coordinate between other departments/ units ·???????? Monitor productivity of the unit 5.4.??????? Industrial relations ·???????? Prevent and resolve grievances ·???????? Counsel staff and prevent work related problems ·???????? Resolve disputes ·???????? Discipline staff 5.5.??????? Staff Management ·???????? Determine and plan for future staffing needs ·???????? Assist in Recruiting staff ·???????? Prepare staff rosters ·???????? Facilitate multi-skill ensuring maximum flexibility of staff rotation to busy areas all exercised ·???????? Maintain up-to-date staff records ·???????? Customize position profiles for your area of responsibility using the Sheraton Human Resources Management System ·???????? Manage staff training and development using Sheraton Human Resources Management System ·???????? Assist with the planning and delivery of department orientation programs ·???????? Implement staff performance appraisals ·???????? Carry out exit interviews 5.6.??????? Supervise Staff ·???????? Provide ongoing advice and support to staff under supervision ·???????? Supervise staff performance ·???????? Implement appropriate management practices that provide staff motivation and communication 5.7.??????? Instruct Staff ·???????? Provide one to one instruction to associates when required 6.????? Menu Knowledge 6.1.??????? Menu ·???????? Good command of food product and menu knowledge. ·???????? Assist Outlet manager and Executive chef, in menu planning ·???????? Good knowledge & understanding of Food Service Standard & Procedure. ·???????? To examine goods for quality and quantity 6.2.??????? Drink list ·???????? Good command of beverage knowledge ·???????? Implement beverage service skills 7.????? Guest Service/Sales 7.1.??????? Manage Guest Service ·???????? Responsible for guest and staff satisfaction in the outlet ·???????? Continually improving and enhancing service standards, and updating the Standards and Procedures as and when required. ·???????? Manage the delivery of high quality service to guests ·???????? Manage the development and implementation of guest service strategies 7.2.??????? Manage the Sales and Promotion of Products and Services ·???????? Understand Starwood SPG plans ·???????? Continually develop sales and promotional strategies for the Hotel’s products and services 7.3.??????? Guest Service/ Relations ·???????? Make appropriate recommendations for guests. ·???????? Deliver high quality service to guests ·???????? Ensure guest needs and reasonable requests are met ·???????? Seek opportunities to continually improve guest service ·???????? Abide by the Sheraton Guest Satisfaction System ·???????? Establish and maintain effective guest relations ·???????? 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 ·???????? Make sure all questions are well taken care off and personally check guest satisfaction of all questions 7.4.??????? Sell and Promote Products and Services ·???????? Sell the hotel and Sheraton’s products and services using-selling and suggestive selling techniques ·???????? Promote the hotel and Sheraton’s products ·???????? Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests 8.????? Computer 8.1.??????? Maintain Computer Systems ·???????? In conjunction with Information Systems Manager and Director of F&B: ·???????? Maintain security of data ·???????? Resolve systems and equipment problems 8.2.??????? Human Resources Computer Programs ·???????? Access and use the Sheraton Human Resources Management Systems 8.3.??????? Food & Beverage Computer ·???????? Know how to use DELPHI banquet sales computer system ·???????? Access and use MICROS cashier system ·???????? Access and use Food & Beverage computer programs 8.4.??????? Word Processing ·???????? Access and use word processing computer packages 9.?????? Safety/Cleaning/Maintenance 9.1.??????? Manage Safety/ Cleaning/ Maintenance ·???????? In conjunction with the Safety/ Security Manager manage the development and implementation of safety/ security policies and procedures for the department/ unit/ outlet ·???????? In conjunction with appropriate personnel manage the development and implementation of cleaning/ maintenance programs for the department/ unit/ outlet 9.2.??????? 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 fire emergency procedures ·???????? Log security incidents and accidents in accordance with hotel requirements 9.3.??????? Cleaning/ Maintenance Programs ·???????? Adhere to hotel cleaning and maintenance programs ·???????? Ensure a high level of cleaning is maintained in your work area 10.? Communication/General 10.1.???? Meeting ·???????? Attend and conduct departmental, and Interdepartmental meetings ·???????? Conduct daily pre meal meeting with Dinning Room associates to keep them informed of updates, new directions, policies and procedures and daily menu items 10.2.???? Manage Working Relationships ·???????? Prepare and conduct meeting and group presentations to keep staff/ management/ other parties informed of hotel operations and other relevant issues ·???????? Plan team systems and structures ·???????? Set team goals in consultation with team members according to hotel/ department goals, policies and practices ·???????? Manage cross cultural communication 10.3.???? Maintain and Implement Effective Interpersonal Skills ·???????? Maintain personal presentation to hotel and Sheraton standards ·???????? Demonstrate professional attitude and behavior at all times ·???????? Analyze, evaluate and improve your personal performance on a continual basis 10.4.???? Quality Systems ·???????? Apply hotel quality assurance principles 10.5.???? Comply with all Hotel and Corporate Guidelines ·???????? Abide by the Sheraton Code of Conduct ·???????? Abide by the Sheraton Employee Handbook ·???????? Abide by both the Hotel and Sheraton policies and procedures 10.6.???? Communication ·???????? Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two-way communication ·???????? Deal effectively with guests and workplace colleagues from a variety of cultures ·???????? Work effectively in a team 10.7.???? Administration Procedures ·???????? Prepare and maintain files, reports, letters, memorandums and other relevant business documentation ·???????? Ensure a daily logbook for the outlet is maintained with information as to covers, revenues, special events, quest praise and complaints and other notes happenings. The logbook is left every night for Director of F & B’s information & signature ·???????? Ensure all reporting and servicing deadlines are met on a timely basis 10.8.???? Other Tasks ·???????? Carry out other tasks as directed by your supervisors 1.? 餐飲部 1.1.?? 大堂吧運(yùn)作 ·????????確保員工按照標(biāo)準(zhǔn)與程序完成任務(wù) ·????????遵守飯店的規(guī)章制度及喜來登令客人滿意計(jì)劃，推廣相關(guān)系統(tǒng)的程序知識(shí)以盡可能的超越客人期望 ·????????協(xié)助管理大堂吧服務(wù) ·????????協(xié)助管理現(xiàn)金的兌付和每日的結(jié)帳工作 ·????????監(jiān)督每日財(cái)務(wù)報(bào)告 ·????????指導(dǎo)員工了解信用政策和設(shè)備 ·????????指導(dǎo)員工了解現(xiàn)金安全兌換程序 ·????????負(fù)責(zé)設(shè)備的維護(hù) ·????????監(jiān)督客用設(shè)施和對(duì)客服務(wù)的標(biāo)準(zhǔn) ·????????控制存貨并監(jiān)督存貨安全程序 2.? 管理/戰(zhàn)備計(jì)劃 2.1.?? 協(xié)助制定和開發(fā)戰(zhàn)略計(jì)劃 ·????????參與準(zhǔn)備和制定部門/單元/服務(wù)點(diǎn)的目標(biāo) ·????????掌握市場(chǎng)營(yíng)銷數(shù)據(jù) ·????????根據(jù)生意需求及淡、旺季情況決定運(yùn)作設(shè)備 2.2.?? 協(xié)助市場(chǎng)營(yíng)銷戰(zhàn)略的計(jì)劃和實(shí)施 ·????????協(xié)助準(zhǔn)備市場(chǎng)營(yíng)銷計(jì)劃 ·????????協(xié)助發(fā)展新產(chǎn)品和服務(wù) ·????????協(xié)助發(fā)展?fàn)I銷戰(zhàn)略 ·????????協(xié)助評(píng)價(jià)市場(chǎng)營(yíng)銷活動(dòng) 2.3.?? 考慮與部門相關(guān)的經(jīng)濟(jì)因素的資料 ·????????在制定計(jì)劃和決策時(shí)考慮外部經(jīng)濟(jì)因素 ·????????預(yù)測(cè)經(jīng)濟(jì)波動(dòng)水平 ·????????解釋經(jīng)濟(jì)數(shù)據(jù) ·????????在經(jīng)營(yíng)中考慮政治和社會(huì)影響 2.4.?? 質(zhì)量管理系統(tǒng) ·????????監(jiān)督質(zhì)量管理系統(tǒng)的實(shí)施 2.5.?? 考慮與部門相關(guān)的旅游事件 ·????????在做計(jì)劃和決策時(shí)考慮旅游事件 ·????????分析旅游數(shù)據(jù) ·????????與相關(guān)團(tuán)體保持聯(lián)系 ·????????確認(rèn)質(zhì)量管理系統(tǒng)的大環(huán)境 3.? 財(cái)務(wù)管理 3.1.?? 收銀系統(tǒng)、現(xiàn)金、點(diǎn)菜單的管理 ·????????每天檢查收銀機(jī)工作系統(tǒng) ·????????保證所有現(xiàn)金收入和收銀系統(tǒng)按照標(biāo)準(zhǔn)和程序操作 ·????????確保所有帳單輸入、打印正確 ·????????確保取消帳單、點(diǎn)菜單必須由大堂吧經(jīng)理簽字和注明原因 ·????????檢查使用和沒使用的點(diǎn)菜單和帳單 ·????????需要時(shí)指導(dǎo)怎樣讀和作收銀系統(tǒng)開啟、關(guān)機(jī)報(bào)告 3.2.?? 日常財(cái)務(wù)管理 ·????????協(xié)助準(zhǔn)備和監(jiān)督單元/小組的賬務(wù) ·????????協(xié)助準(zhǔn)備和管理單元/小組的預(yù)算 ·????????控制、分析和報(bào)告預(yù)算的變動(dòng) ·????????協(xié)助準(zhǔn)備單元/小組表現(xiàn)報(bào)告 ·????????協(xié)助進(jìn)行和解釋比率分析 ·????????協(xié)助分析趨勢(shì)性數(shù)據(jù) ·????????為制定價(jià)格決策作貢獻(xiàn) ·????????分析銷售結(jié)構(gòu) 4.? 采購(gòu)/存貨 4.1.?? 管理采購(gòu)/存貨控制與采購(gòu)經(jīng)理/餐飲總監(jiān)配合 4.2.?? 存貨控制 ·????????按照存貨控制程序處理和儲(chǔ)存存貨 5.? 人力資源 5.1.???管理證書 ·????????獲得TSW培訓(xùn)技巧、MFT、SOFTSKILL 培訓(xùn)技巧及管理技巧證書 5.2.???培訓(xùn) ·????????培訓(xùn)、發(fā)展和管理員工 ·????????根據(jù)員工實(shí)際情況實(shí)行因材施教的培訓(xùn) 5.3.???操作管理 ·????????在部門/單元/服務(wù)點(diǎn)內(nèi)進(jìn)行協(xié)調(diào) ·????????建立部門/單元/服務(wù)點(diǎn)的實(shí)際工作水平 ·????????評(píng)估工作表現(xiàn)，并在必要時(shí)制定調(diào)整計(jì)劃 ·????????與其它部門/單元間運(yùn)轉(zhuǎn)協(xié)調(diào) ·????????監(jiān)督單元工作效率 5.4.???公共關(guān)系 ·????????避免和調(diào)解報(bào)怨 ·????????與員工溝通避免與工作相關(guān)的矛盾 ·????????解決爭(zhēng)端 ·????????約束員工遵守紀(jì)律 5.5.???員工管理 ·????????明確和制定本部門各崗位所需人員的編制計(jì)劃 ·????????招聘員工 ·????????準(zhǔn)備員工花名冊(cè) ·????????鼓勵(lì)員工掌握多技能以保證員工在工作繁忙時(shí)最大的工作適應(yīng)性 ·????????維護(hù)現(xiàn)有員工記錄 ·????????使用“喜來登人力資源管理系統(tǒng)”制定所在責(zé)任區(qū)內(nèi)的各崗位描述 ·????????使用“喜來登人力資源管理系統(tǒng)”來管理員工培訓(xùn)和發(fā)展 ·????????協(xié)助計(jì)劃和實(shí)施入店教育 ·????????進(jìn)行員工表現(xiàn)評(píng)估 ·????????實(shí)施員工離職面談 5.6.???管理員工 ·????????給予所管轄的員工以不斷的建議和支持 ·????????指導(dǎo)員工表現(xiàn) ·????????實(shí)施合適的管理方式給予員工動(dòng)力和溝通 5.7.???一對(duì)一指導(dǎo)員工 ·????????必要時(shí)對(duì)員工進(jìn)行個(gè)別面對(duì)面指導(dǎo) 6.? 菜單、酒水知識(shí) 6.1.?? 菜單 ·????????熟悉餐飲資識(shí)和大堂吧菜單 ·????????協(xié)助大堂吧經(jīng)理與行政總廚共同磋商制定菜單 ·????????了解并熟知所有食品準(zhǔn)備的標(biāo)準(zhǔn)和程序 ·????????控制食品出產(chǎn)的標(biāo)準(zhǔn) 6.2.?? 酒水 ·????????熟悉酒水知識(shí) ·????????酒水服務(wù)知識(shí) 7.? 對(duì)客服務(wù)/銷售 7.1.?? 管理對(duì)客服務(wù) ·????????加強(qiáng)、提高服務(wù)水準(zhǔn)以超出規(guī)定的服務(wù)要求 ·????????承擔(dān)起客人滿意的責(zé)任。 ·????????負(fù)責(zé)向客人傳送高水平服務(wù) ·????????負(fù)責(zé)對(duì)客服務(wù)戰(zhàn)略的發(fā)展和實(shí)施 7.2.?? 負(fù)責(zé)銷售和促銷產(chǎn)品與服務(wù) ·????????掌握SPG推廣計(jì)劃 ·????????不斷為酒店產(chǎn)品與服務(wù)發(fā)展銷售和促銷戰(zhàn)略 7.3.?? 對(duì)客服務(wù)/關(guān)系 ·????????為客人提出有創(chuàng)造性的建議 ·????????傳送高水平對(duì)客服務(wù) ·????????確保客人的需求和合理的要求被滿足 ·????????不斷尋找機(jī)會(huì)改進(jìn)對(duì)客服務(wù) ·????????遵守喜來登顧客滿意標(biāo)準(zhǔn) ·????????建立和維持有效的對(duì)客關(guān)系 ·????????以職業(yè)化的態(tài)度和形象展示有效的和合適的對(duì)客服務(wù)技巧 ·????????用可以增進(jìn)友好、信任和滿意的態(tài)度與客人交流 ·????????采取合適的行動(dòng)解決客人抱怨 ·????????確保所有的問題被依次解決并親自確認(rèn)客人對(duì)所有問題都滿意 7.4.?? 銷售和促銷產(chǎn)品與服務(wù) ·????????使用鼎力銷售的方法和建議性銷售的技巧銷售喜來登的產(chǎn)品與服務(wù) ·????????促銷酒店和喜來登的產(chǎn)品與服務(wù) ·????????維持對(duì)產(chǎn)品和服務(wù)的高度了解以便于向客人解釋和銷售服務(wù)和設(shè)施 8.? 電腦 8.1.?? 維護(hù)電腦系統(tǒng) ·????????與信息經(jīng)理和餐飲總監(jiān)配合 ·????????維護(hù)安全數(shù)據(jù) ·????????解決系統(tǒng)和設(shè)備問題 8.2.?? 人力資源電腦系統(tǒng) ·????????掌握和使用喜來登人力資源管理系統(tǒng) 8.3.?? 餐飲電腦系統(tǒng) ·????????掌握DELPHI 電腦宴會(huì)銷售系統(tǒng) ·????????掌握MICROS 電腦收銀系統(tǒng) ·????????掌握和使用餐飲電腦軟件 8.4.?? 文字工作 ·????????掌握和使用文字處理軟件包 9.? 安全/清潔/養(yǎng)護(hù) 9.1.?? 管理安全/清潔/養(yǎng)護(hù) ·????????與安全保衛(wèi)經(jīng)理配合為部門/單元/服務(wù)點(diǎn)建立并實(shí)施安全保衛(wèi)政策和程序 ·????????與合適的人員一起為部門/單元/服務(wù)點(diǎn)建立和實(shí)施清潔/養(yǎng)護(hù)程序 9.2.?? 維持一個(gè)安全可靠的工作環(huán)境 ·????????強(qiáng)調(diào)保養(yǎng)職責(zé)，遵守工作區(qū)健康和安全法規(guī)、政策和程序 ·????????采取行動(dòng)排除危險(xiǎn)，向上級(jí)或經(jīng)理報(bào)告危險(xiǎn)隱患 ·????????堅(jiān)持酒店安全制度、緊急情況處理規(guī)定和程序 ·????????熟悉對(duì)財(cái)產(chǎn)安全、緊急救護(hù)和火警等處理程序 ·????????依照酒店要求記錄安全日志和事故記錄 9.3.?? 清潔/養(yǎng)護(hù)工作 ·????????堅(jiān)持酒店的清潔和養(yǎng)護(hù) ·????????保持維護(hù)所在工作區(qū)域的高度整潔 10. 溝通/日常工作 10.1.? 會(huì)議 ·????????準(zhǔn)時(shí)出席各種會(huì)議 ·????????組織召開餐前會(huì)議，傳達(dá)信息 10.2.? 管理工作關(guān)系 ·????????準(zhǔn)備和主持會(huì)議或小組展示向員工/管理者/其它組織通告酒店運(yùn)作和其它方面的情況 ·????????安排工作小組的體系和結(jié)構(gòu) ·????????根據(jù)酒店/部門目標(biāo)、政策和實(shí)際情況與工作小組成員一起制定小組目標(biāo) ·????????管理跨文化交流 10.3.? 維持和實(shí)施有效的人際交流技巧 ·????????使個(gè)人表現(xiàn)達(dá)到酒店和喜來登標(biāo)準(zhǔn) ·????????隨時(shí)表現(xiàn)出職業(yè)態(tài)度和行為 ·????????以不斷提高的標(biāo)準(zhǔn)分析、衡量、改善你的個(gè)人表現(xiàn) 10.4.? 質(zhì)量體系 ·????????實(shí)施酒店質(zhì)量保障原則 10.5.? 遵守酒店和公司的所有工作指南 ·????????遵守喜來登行為準(zhǔn)則 ·????????遵守喜來登員工手冊(cè) ·????????遵守酒店和喜來登和規(guī)章制度 10.6.? 溝通 ·????????以職業(yè)的、肯定的方式與部門和酒店員工建立起親密關(guān)系以促進(jìn)團(tuán)隊(duì)精神和有效的雙向交流 ·????????與具不同文化背景的客人和同事有效溝通 ·????????在團(tuán)隊(duì)內(nèi)有效工作 10.7.? 程序管理 ·????????準(zhǔn)備和維護(hù)文檔、報(bào)告、信函、備忘錄和其它相關(guān)業(yè)務(wù)資料 ·????????確保在大堂吧的每日工作日志中記錄下餐具情況，收入和利潤(rùn)，特殊事件，客人表?yè)P(yáng)和投訴及其它需記錄下的事件。工作日志每天工作結(jié)束前需交給餐飲總監(jiān)過目和簽字 ·????????保證所有報(bào)告和服務(wù)都按時(shí)完成 10.8.? 其它任務(wù) ·????????完成你上級(jí)交待的其它任務(wù)