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北京王府井希尔顿酒店

    职位:大堂吧领班

  • 职位性质:全职
  • 工作地区:北京市东城区
  • 招聘人数:1人
  • 学  历:不限
  • 工作经验:不限
  • 所 在 地:不限
  • 户 籍 地:不限
  • 提供食宿:提供食宿
  • 年龄要求:不限
  • 计算机能力:不限
  • 语言要求:英语(流利)
  • 性别要求:不限
  • 婚姻状况:不限
  • 国际联号工作经历:不限
  • 薪资待遇:面议
  • 职位有效期2017-10-16至2017-12-15

岗位职责/职位描述

Assist Supervisor and on operations and development of the outlet and to ensure that these areas are profit centre, operate with well-formulated objectives, Under the general guidance and supervision of the Assistant Outlet Manager and within limits of the established Hilton Hotel Policies & Procedures and Brand Service Standards.

协助部门主管,确保每个区域以完善的经营方式成为酒店的利润中心, 在部门经理的指导和管理下,根据限定的酒店规章制度及品牌服务标准来服务。

Ensure prompt, efficient and courteous –service

确保服务是快速的,高效礼貌的服务

Improve service standards and Assist in service

提高服务水平,对所有员工的服务提供帮助

Review regularly SALT scores Analyze guest questionnaires
Solicit guest feedback
Analyze guest feedback from log book
Where necessary to provide action plans in order to improve SALT scores

定期的回顾顾客调查问卷和顾客反馈表,从日志记录本中分析顾客反馈意见;在有需要的时候提供行动计划以便提升Salt分数

To maintain a high customer service focus by approaching your job with the customers always in mind

工作中始终把客人放在第一位,提高对客服务的质量

To look after the need of  the staff and deliver a high standard of customer service

关注员工的需求,给客人最高质量的服务

To ensure that all guest have received service beyond their expectations

确保客人得到的服务远超过他们的期望值

To manage team in individual skills and performance to the highest possible level

管理团队不同的业务技能和绩效,达到最高的水平

To ensure that all systems and procedures are carried out with accuracy according to Hilton Brand Standards

确保所有的系统和程序遵照希尔顿的品牌标准执行

To assist the department manager for all activities smoothly tracking and feedback

  协助部门经理对所有活动的顺利进行跟踪及反馈。

To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues

给员工积极的影响,根据员工不同的个性解决问题,与员工和客人的交流要始终保持清晰

To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance

做事要主动,承担,热情;抓住每个学习的机会去锻炼提升自我

To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you灵活,积极,快速应对各种可能的工作变化

To perform evaluations providing constructive feedback regarding job performance, development plan, service quality, and Brand Service Standards as necessary

如有需要,实行工作评估和有建设性的反馈,发展计划,服务水平和品牌服务标准.

Inform the Outlet Manager on a daily basis of all relevant information in operational and personal matters, including information告知部门经理每日相关信息在运营和个人事宜上

Perform related duties and special projects as assigned by Outlet Manager

执行好部门经理交付的相关职责和特殊的计划

To actively promote the services and facilities of the to guests of the Hotel

提升酒店服务和设施方便顾客

To perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace

在保证个人和他人安全的前提下,执行好个人义务和职责

To provide leadership and direction to Team Members

执行领导能力指导团队成员

To ensure compliance on Brand Standards at all times

确保始终遵守品牌服务标准

To maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals. This should be achieved by conducting regular (weekly or monthly) team meetings, developing individuals (i.e. training)

以相互支持和协作的精神达到团队目标,来提高团队凝聚力。这需要通过定期(每周/每月)的团队会议,和个人发展来达到目标。(如:培训等)

To be able to handle guests complaints and take appropriate action. Also to follow up those actions to ensure that guest is satisfied with the outcome

要能够处理客人投诉,采取恰当的行动。还要进行跟进以确保客人对结果的满意度。

To perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace

在保证个人和他人安全的前提下,执行好个人义务和职责

Meet and greet guest

接待和问候客人

Monitor and analyze levels of guest satisfaction

监督和分析顾客满意度

Exceed guest satisfaction & to maximize return guests

服务超越顾客的满意度;使客人的到最大的回报

Set and maintain service standards

设立和维护服务准则

Assist Outlet Manager regularly on reviewing

协助部门经理定期的检查

Prepare monthly action plan Grade priorities
Coordinate daily to-do list

协助餐厅经理做出重点事项计划;调整每日工作一览表

Record critical incidents
Share problems with team & discusses solutions

记录重要事件;探讨问题和解决方案

Set priorities & oversees monthly plans

设立并监督每月优先事项的计划

List training needs on an on-going basis using guest comments, observations and performance appraisals

依据客人评价记录,协助经理做出培训需要,观察和实施评估

Motivate team members

激励员工

Be a driver for OnQ insider

onQ系统的引导者

Coach, counsel, discipline team - members.

协助经指导,劝告,训导员工

Determine priorities, set goals, and follow up.

设立目标,定下重要事项并且实行

Identify and analyze problems and inform manager.

确认和分析问题和解决方案

Organize orientation & induction of - team members.监督团队成员的入职培训

Attend Outlet Meetings参与部门会议

Conduct formal training seminars to continuously enhance the development of all team members as warrant by the situation. Work closely with the training department in achieving all training objectives

执行正规的培训来持续强化成员发展进步;与培训部门保持良好合作

Summarize section performance
Highlight achievements, problems, challenges Participate in discussions

总结业绩;强化成果,问题,挑战;参与讨论

Convey important Hotel/F&B information
to monitor the following reports to the relevant department: 传达酒店信息;监管报告并提供给相关部门

Maintain records保存会议纪要

Attend daily briefing参加每日例会

Provide feedback to Outlet Manager向部门经理提供反馈

Maintains wastage/breakage statistics, briefs employees on wastage costs/savings and maintains statistics

坚持损耗和破损的控制,培训员工节约成本

Organize and monitor Attendance/rosters Productivity
Guest history Logbook, Covers, Revenue
Accidents
Team members’ files
Repair & maintenance request

组织和监控考勤,利润表,客史记录,客人数,事故,团队成员档案和维修申

Conducts regular inspections and always keeps hygiene at all times

协助经理执行定期检查是部门始终保持卫生状态

Monitors and maintain grooming & appearance - standards of team members

持续监督团队成员的标准仪容仪表,起到表率

Understands and completely follows company standards and procedures of safety, i.e. fire preventive measures

了解并完全遵循酒店安全标准和制度.如火灾的预防等

Ensures effective up selling done by self and team members

确保自己和员工有效的销售技巧

Provide feedback to Outlet Manager on changing market conditions, including trends of the competition.

给部门经理关于市场变化和竞争对手动态的反馈汇报

Recommend promotional packages to compliment regular sales generated by the sales staff, especially during low periods

推荐使用促销套餐来增进销量,尤其是在淡季

Assist the Outlet Manager in controlling and analyzing on an on-going basis for the following: 
(a) Quality levels of product and service based on QA audit (b) SALT scores
(c) Operating costs

协助部门经理跟进基本信息的控制和分析:

(a)Salt评分表

 (b)运营成本

Ensure optimum performance in specific areas as assigned in the above areas

确保在以上方面,任务分配给最好的表现的人员

Establish good relationship with team members. 建立良好的团队成员关系

Respect and treat team members fairly. 尊重和平等对待员工

Handle, under the guidance of the Outlet Manager responsibilities such as hiring specific levels of team members, orientation, job performance appraisal, coaching to ensure appropriate staffing and productivity.

在部门经理的指引下,培训和确保合适的员工与工作能力

Liaise with the Outlet Manager regards to F&B pricing, granting of F&B Outlet related concessions and menu planning as dictated by existing market trends.

与部门经理就现有市场动态,沟通价格定位,优惠政策及菜单的设计

Provide input in relations to decorations and theme ideas to continuously enhance the execution of outlet events.

提供有装饰和主题相关的想法来持续性增强餐饮销售

Monitor tentative outlet bookings placed by all sales team members and regularly check on developments of its status

监管潜在的餐饮预订并经常检查这些预订所处的状态

Assist the Outlet Manager in the compilation of new menus and beverage lists.

协助餐厅经理编辑新菜单和酒水单

Participate on the preparations, presentations and service of Food and Beverage products to ensure highest standard of quality at all times参与准备工作,餐饮出品的展示和服务,确保失踪保持最高的标准.

Inform the Outlet Manager on a daily basis of all relevant information in operational and personal matters, including information告知部门经理每日相关运营信息和个人事宜

Perform related duties and special projects as assigned by Outlet Manager

执行好部门经理和主管交付的相关任务和特殊的工作

Required Qualifications必要的资历要求:

Related education background and working experience

任何具有相关教育背景和工作经验

Preferred Qualifications 更高的资历要求:

Waiter/Watitress working experience

具备服务生的相关工作经验

Be able to skillful use Micros

具有应用 POS (MICROS)系统的经验