【职位描述】
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在整个工作过程中，始终保持高度的客户服务意识。
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保持积极的工作态度，做好本职工作，并且主动解决问题，能够始终清晰的与客人或同事进行交流。
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能够提出对酒店的运作及环境有益的意见或建议。
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能够积极的向客人及供应商推荐酒店的服务及设施。
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在工作过程中能够做好本职工作，保证自己及其他人的安全。
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建立一种每个员工都关注如何能为客人创造“一次特殊经历”，提供非凡客户服务的工作环境。
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在服务期间积极收集客人及服务人员的反馈。
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就如何改进对客服务采取相应的措施。
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以积极的态度处理客人的投诉及建议，并把必要的信息反馈给餐饮部经理。
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在服务时间内以积极的态度，高效、准确的定位及满足客人要求及需要。
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当餐厅或酒吧繁忙的时候提供必要的帮助。
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积极主动的为客人服务，满足客人任何合理要求，并且培训员工能够预见客人的需求。
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确保在对客服务指南，标准服务手册中的所有标准都能够在整个部门持续有效的贯彻。
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熟悉部门服务标准。
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可以清楚的向其他员工解释服务标准。
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能够按照服务标准评估其他员工的工作表现。
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确保日常部门的培训能够按照服务标准进行。
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通过反复检查，督导服务标准的实施工作。
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针对工作中的不足制定计划，以避免影响对客服务质量。
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针对于工作中的不足采取必要的行动。
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计划，确定优先次序，组织及控制每日餐厅的运营。
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制定每位员工的排班表及工作安排。（考虑内部活动，客人入住率， 特殊活动及产品促销等）
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有效的与前台及团队领队协调，尽可能的增加餐厅生意，与领队保持直接联系。
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分配， 指派，组织授权餐厅日常的经营工作。
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了解酒店其他部门的经营活动及其与自己部门的影响。
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预先准备并确保各种经营设施设备的充足。
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有效管理部门运作，为保证服务及餐厅的正常运营采取必要的措施。
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与客房部及工程部通力合作，保证部门设施的完好及清洁。
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确认每个班次之间做好总结，并与下个班次进行工作交接。
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确保岗位所需知识的更新。
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保留餐厅活动记录。
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与厨房的员工建立良好的沟通渠道。
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协助餐饮部经理及行政总厨根据餐饮发展趋势，适当需求及销售情况进行餐厅菜单的修改。
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参加餐饮部例会。
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为团队提供正确的信息渠道。
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理解酒店的目标，清楚部门在完成目标过程中所扮演的角色。
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与团队沟通要达到的目标。
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制定团队及成员的目标。
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代表团队与酒店的其他部门沟通。
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随时更新团队成员与酒店其他部门的交流，了解酒店其他部门的活动，包括特殊活动，餐厅促销等等。
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寻找机会，增加酒店及部门的收入。
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能够预见营业状况的变化。
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经过与餐饮部经理商议之后，进行销售促销及员工奖励活动。
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协助餐饮部经理，准备促销活动宣传册。
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共同鉴定和沟通与潜在的销售线索。
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建立一个每个人都进行促销的工作环境。
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在盈利预算的基础上对餐厅的财务进行管理。
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在餐厅运营表现及财务目标的基础上,对餐厅的工作表现进行评估，制定未来发展计划。
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完成餐饮部经理要求的财务报表及各种日常财务报表。
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能够作出收入及成本预算。
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遵守酒店的各项财务制度。
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坚决执行各种成本制度。
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为团队成员解释分析财务计划中的异常情况。
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制定部门休假计划。
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根据酒店现状及发展趋势，选择，培训，发展员工的技能以满足酒店需要。
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了解部门正常运转所需要的人员及人员素质。
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辅助并进行高效的招聘工作。
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保证应聘人员在入职前得到一切相关信息。
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辅助制定并执行部门入职培训计划。
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确保部门的培训指南定期更新。
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确定标准培训及评估的实施。
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确保客人及员工的健康及安全。
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了解OH&S 的各项规定，并熟悉其与日常经营中的关系。
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通过与员工交流使其了解OH&S规定的责任及义务。
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确保所有安全及卫生程序的执行。
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确保每年至少组织一次食品安全培训。
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如有必要，该部门有权更改或补充该职位描述。
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完成任何其他合理的职责和被指派的职责。
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Maintain a high customer service focus by approaching your job with the customers always in mind.
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Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
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Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
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Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
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Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
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Create an environment where everyone in the department is focus on “creating that special experience” to deliver exceptional customer service.
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Actively seek verbal feedback from customers and team members at each service period.
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Agree on and implement actions to make improvements to customer service.
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Positively deal with and learn from customer complaints and comments with follow-up and feedback to the Food & Beverage Manager.
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Make sure all customers’ requests and queries are responded to promptly and effectively while assisting on the floor during meal periods each day.
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Be available to assist on duty in the restaurant and bars during any busy days or special events.
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Be proactive towards guests, assisting them with any reasonable requests, and training all team member to see these things before the guests ask.
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Ensure all standards for service delivery as identified in the Guest Satisfaction manual and the Standard Operating Procedures manual are consistently delivered throughout the department.
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Knowledgeable of Hilton departmental standards.
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Able to explain the standards to the team and Managers, assessing team members against these standards.
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Ensure that training on departmental standards is regularly conducted in the outlets.
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Monitor standards through regular standards review checks.
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Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service.
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Implement and follow-through with improvements identified.
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Plan, prioritize, organize and control the day-to-day operation.
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Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy, external events, promotions, etc.).
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Communicate effectively with the Front Office and Groups & Tours teams to maximise inhouse and group business for the restaurant, ensuring direct liaison with Group Leaders upon arrival.
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Describe, assign and delegate duties and authority for the operation of the restaurant at all times.
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Understand the situation in other departments and their implications for your own department.
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Plan ahead and ensure adequate resources are available.
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Manage the departmental operation and taking action where necessary to ensure it runs smoothly, participating in service duties during service periods, where necessary.
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Coordinate with Engineering and Housekeeping departments to ensure that cleaning is followed-up with and procedures are maintained.
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Ensure that the shift is reviewed, and handovers and briefings are carried out.
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Maintain in-depth technical knowledge and skills required for the job.
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Establish good communication with the Kitchen team.
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Maintain event and function histories to assist with returning events.
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Participate in future menu changes with the Food & Beverage Manager and the Executive Chef, taking into consideration new F&B trends, market demands and sales achievements.
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Attend and participate in regular F&B operational and roster meetings.
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Understand the goals of the hotel and the department’s role in achieving it, communicating goals and clear direction to the team.
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Set and agree to departmental objectives for self and team.
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Represent the needs of the team to others in the hotel.
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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.
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Seek out and maximize departmental and hotel revenue opportunities.
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Be aware of potential highs and lows in the business.
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Create and implement sales promotions and team member incentives as per discussion with the F&B Manager.
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Assist the F&B Manager with preparation of event brochures.
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Identify, communicate and act on potential sales leads.
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Create an environment where “everyone sells”.
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Supervise the financial performance of the department in line with the profit plan.
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Use key monitors and financial targets to evaluate the department’s performance and make future plans.
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Complete regular financial and operating reports as required or requested by the F&B Manager.
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Forecast potential revenues and costs.
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Following company control procedures, control costs without compromising standards.
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Analyse and explain any financial variance against plan.
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Set-up and maintain leave plans for the department.
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Assist with selecting, training, coaching and developing people to meet current and future needs of the department and the hotel.
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Understand the quantity and quality of people needed to operate the department.
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Assist with carrying out selection interviews and making effective recruitment decisions.
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Ensure that new recruits have all the relevant information before commencing employment.
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Assist with planning and ensuring departmental orientation is carried out.
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Ensure that the Orientation Training manual for each outlet is kept up to date.
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Ensure that standards training and assessments are carried out.
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Ensure the health, safety and well-being of customers and all team members.
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Understand relevant OH&S legislations and their implications on the operation of the department.
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Communicate to the team their responsibilities within OH&S.
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Ensure that safe and healthy working practices are implemented at all times.
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Ensure that hygiene training is conducted at least once a year.
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Carry out any other reasonable duties and responsibilities as assigned.
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The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
【任职要求】
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二至四年在四/五星级酒店的相关管理经验。
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良好的英语口译及书写能力。
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具有积极合作的精神。以热心的态度对待所有的工作， 并乐于利用一切机会学习技能以便于改进自己的工作的技巧。
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具有极强的应变能力。灵活反应并以积极的态面对需求更改的事情，包括任何工作要求的改变的。
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具有较强的团队精神，通过合作及对同事工作的支持达到团队的共同目标。
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优秀的领导和人员管理技能，附加培训技能。
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以客户为导向，并能够自信地建立和超过服务标准 。
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具有全面的关于服务,劳动力控制, 饮料, 维修, 广告, 电脑和财务方面的知识。
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优秀的人际处理能力并关注细节。
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在九项能力资格认证中, 人员管理沟通和计划安排为强项。
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了解并熟练掌握相关餐厅营业知识，包括餐厅的食品、酒水、管理方面、服务技能及与客人交流沟通。
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有数理知识。
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有英语读、说、写能力，部分要求有能力、有技巧的去避免投诉、能收集准确的信息，解决问题。
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能有效抗压并有效处理业务繁忙时的工作。外向性格、可以长时间的工作。
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2-4 years in a managerial position in 4 / 5-star category hotel.
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Familiar with computer systems.
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Motivated and committed, approaching all tasks with enthusiasm and seize opportunities to learn new skills or knowledge in order to improve personal performance.
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Flexible and responds quickly and positively to changing requirements including the performance of any tasks requested of you.
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Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
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Strong leadership, people management and training skills.
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Guest oriented and able to confidently build and exceed service standards.
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Thorough knowledge of service, cost control in F&B, labour controls, beverage menu writing, maintenance, merchandising, computer and accountings.
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Strong interpersonal skills and attention to details.
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Key strengths (under the 9 competencies) in people management communication and planning.
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Thorough knowledge of restaurant operations including food, beverages, supervisory aspects,
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service techniques, and guest interaction.
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Considerable skills in math and algebraic equations using percentages.
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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 accurate information and to resolve problems.
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Able to work under pressure and deal with stressful situations during busy periods.Outgoing personality and willing to work for long hours.
