【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!
