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Responsibilities/主要工作职责
Core Competencies:
核心要求
·To maintain a high guest service focus by approaching your job with the
guests always in mind.
在整个工作过程中,始终保持高度的客户服务意识。
·To have a positive impact, taking personal responsibility and initiative to resolve
issues, always clearly communicating with both guests and colleagues.
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。
·To be motivated and committed, approaching all tasks with enthusiasm and seizing
opportunities to learn new stills or knowledge in order to improve your personal performance.
具有积极合作的精神, 以极其热心的态度对待所有的工作,并且乐于借助一切机会学习新技能以便于改进自己的工作表现。
·To be flexible, responding quickly and positively to changing requirements including
the performance.
具有极强的应变能力, 反映迅速并以积极的态度面对要求的改变,包括任何工作要求的改变。
·To maintain high team focus by showing co-operation and support to colleagues in
the pursuit of team goals.
具有极强的团队精神,通过合作及对同事工作的支持达到团队的目标。
·To contribute ideas and suggestions to enhance operational/environmental
procedures in the Hotel.
能够提出对酒店的运作及环境有益的意见或建议。
·To actively promote the service and facilities of the Hilton Hotels to guests and
suppliers of the hotel.
能够积极的向客人及供应商推荐酒店的服务及设施。
·To perform all duties and responsibilities in a manner that ensures your safety and
that of others in your workplace.
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。
Job Specific Competencies:具体工作要求:
·The Banqueting Manager is required to focus on eight areas that directly impact
Hilton key result areas:
·宴会服务经理应负责八个方面的工作,这些工作将直接影响希尔顿酒店的几个主要环节:
Managing Guest Service客户服务管理
·Creating an environment where everyone in the department is focus on “creating
that special experience” to deliver exceptional guest service.
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。
·Actively seeking verbal feedback from guests and team members and managers
at each service period.
在服务期间积极收集客人及服务人员的反馈。
·Agreeing and implementing actions to make improvements to guest service
就如何改进对客服务采取相应的措施
·Positively dealing with and learning from guest complaints and comments with
follow up and feedback to the Food & Beverage Manager
以积极的态度从客人的投诉和建议,并在协助餐厅经理处理事件的过程中吸取经验
·Positively dealing with and learning from guest complaints and comments with
follow up and feedback to the Food and Beverage Service Manager
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服务经理
·Be available to assist on duty in the Restaurant & Bars during any busy days or
special events
确认当餐厅或酒吧繁忙或有特殊活动的时间能够提供必要的协助。
·Making sure all guest requests and queries are responded to promptly and
effectively while assisting on the floor during meal periods each day.
在服务时内以积极的态度,高效、准确的定位及满足客人要求及需要。
·Be Pro-Active towards guests, assisting them with any reasonable requests, and
training all team member to see these things before the guests ask.
主动的对待客人,满足客人任何合理的要求,并且培训员工能够预见客人的要求。
·Managing the delivery of Service Standards.
保证服务标准的实施。
·To ensure all standards for Service Delivery as identified in the Guest Satisfaction
Manual and the Standard Operating and Procedures Manual are consistently
delivered throughout the department.
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。
·Having detailed knowledge of all departmental Standards.
熟悉部门服务标准。
·Being able to explain the standards to the team members and managers.
可以清楚的向其他员工解释服务标准。
·Assessing team member performance against Standards
能够按照服务标准对 其他员工的表现进行评估。
·Monitoring Standards through regular Standards Review checks
通过反复检查,督导服务标准的实施工作
·Developing action plans to address shortfalls in Standards and identifying shortfalls
before they affect guest service
针对工作中的不足制定计划,以避免影响对客服务质量。
·Implementing and following though improvements identified
针对于工作中的不足采取必要的行动。
Managing the Operation. 营运管理
·To plan, priorities organize and control the day-to-day operation.
计划,确定优先次序,组织及控制每日餐厅的运营。
·Preparing rosters and job schedules for team member to meet business needs
(taking into consideration internal activities and occupancy and external events, promotions etc)
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)
·Assist with communication to Front Office and Groups & Tours about any functions
that concern them.
协助与前台及团队联系,尽可能增加餐厅的生意,与领队保持直接联系。
·To describe, assign and delegate duties and authority for the operation of the
Catering department at all times
分配,指派, 日常工作,授权餐厅的经营活动。
·Understanding what’s going on in other departments and implications for your own
department.
了解其他部门的经营活动及其与自己部门的影响。
·Planning ahead and ensuring adequate resources are available
预先准备并确认各类物品的充足。
·Managing the departmental operation and taking action where necessary to ensure
smooth running and participating in service duties during functions, where necessary.
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
·To co-ordinate with Engineering and Housekeeping Departments to ensure
maintenance and cleanliness. Ensure follow-up procedures are maintained.
与客房部及工程部门通力合作,保证部门设备的完好与清洁.
·Ensuring the shift is reviewed and handovers and briefings are carried out
确认在每个班次结束前做好回顾,并且与下一个班次做好交接。
·Maintaining in-depth technical knowledge and skills required for the job
保持岗位所需的知识的更新。
·To establish good communication with the Kitchen team
与厨房的员工建立良好的沟通。
·To provide and communicate clear direction to the team.
为团队提供正确的信息渠道
·Maintain event and function histories to assist with returning events
保留活动记录
·To 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.
协助餐饮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。
·To attend & participate in regular F&B, operational & roster meetings.
参加餐饮部例会。
Managing the Team 团队管理
·To provide and communicate clear direction to the team.
为团队提供正确的信息渠道。
·Understanding the aims of the hotel and the department’s role in achieving it.
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。
·Communicating aims to the team during trainings & communication meetings.
培训及部门会议时要有明确的目标。
·Getting members of the team to work co-operatively with others
促使团队中的成员竭诚合作。
·Ensure all managers are communicating effectively through daily briefings.
确保各餐厅经理在例会中能够有效率的沟通。
·Assist with keeping the team up-to-date about departmental, hotel and company
activities through regular communication meetings & memos. This includes special events and promotions in the restaurant.
在例行的交流会上协助团队成员掌握酒店及部门的第一手资料,其中包括特殊活动及促销活动。
Managing the Sales销售管理
·To seek out and maximize departmental and hotel revenue opportunities.
寻找机会,增加酒店及部门的收入。
·Being aware of potential highs and lows in the business
提前预见生意的状况。
·Identifying, communicating and take action for potential sales leads
指出,交流,并对潜在的销售采取必要的行动。
·Creating an environment where “everyone sells”
创造出一种每个人都进行销售的环境。
Managing Financial Performance.财务管理
·To supervise the financial performance of the department in line with the profit plan.
在盈利预算的基础上对餐厅的财务进行管理。
·Managing Financial Performance
财务的管理
·To supervise the financial performance of the department in line with the profit plan.
在赢利计划的基础上管理餐厅的财务。
·Using key monitors and financial targets to evaluate the department’s performance
and make future plans
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。
·Analyzing financial information that is provided via the Micros and Payroll System, to
assist decision making
通过对Micros 系统及薪金水平进行分析,制定工作计划。
·To complete regular financial and operating reports, as required or requested by the
Food & Beverage Manager
完成餐饮部经理要求的财务报表及各种日常财务报表。
·Forecasting potential revenues and costs
能够做出收入及成本预算。
·Following company control procedures
遵守酒店的各项财务制度。
·Controlling costs without compromising standards
坚决执行各种成本制度.
·Communicating relevant financial information to the team
与团队成员分享近期财务状况。.
·Analyzing and explaining any financial variance against plan
为团队成员解释分析财务计划中的异常情况。.
·Set up and maintain the Leave plans for the Department.
制定部门休假计划。
Managing People Development. 人员发展的管理
·To assist with selecting, training, coaching and developing people to meet current
and future needs of the department and the hotel.
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。
·Understanding the quantity and quality of people needed to operate the department.
了解部门正常运转所需要的人员及人员素质。
·Carrying out selection interviews and making effective recruitment decisions.
负责面试并进行高效的招聘工作。
·Ensuring the new recruits has all relevant information before commencing
employment
保证应聘人员在入职前得到一切相关信息。
·Planning and ensuring departmental orientation is carried out.
制定并执行部门入职培训计划。
·Ensuring Standards Training and assessment is carried out.
确定标准培训及评估的实施。
·Regularly reviewing individual & team performance against objectives & providing
feedback.
根据部门目标及反馈,经常性的对员工及团队的表现加以评估。
·Developing and implementing department training plans to meet business needs
为了满足商业需要,制定并实施部门培训计划。
·Reviewing and evaluating all training activities
回顾并评估所有培训活动。
·Carrying out annual appraisals in accordance with legal and hotel guidelines with all
team member and identify individuals training needs
根据法律及酒店指南开展年度评估活动,并指出个人发展计划。
·Introduce appropriate Product knowledge courses.
介绍合适的产品知识课程。
·To participate in traineeship programs, providing structured training to those
people starting careers in the Hospitality industry.
参加培训计划,为培训生制定结构严谨的培训计划,以帮助开展其服务业的职业生涯。
Managing Health and Safety. 卫生安全管理
·To ensure the health, safety and wellbeing of guests and all team members.
确保客人及员工的健康及安全。
·Understanding relevant OH & S legislation & the implications on the operation of the
department.
了解 OH&S 的各项规定,并熟悉其与日常经营中的关系。
·Communicating to the team their responsibilities within OH & S.
通过与员工交流使其了解 OH&S规定的责任及义务。
·Ensuring that safe and healthy working practices are implemented at all times.
确保所有安全及卫生程序的执行。
·Ensuring that Hygiene Training is conducted at least once per year.
确保每年至少组织一次食品安全培训。
贵阳东景希尔顿酒店坐落于贵州省贵阳市观山湖区(烈变国际广场对面),是该区首家希尔顿品牌酒店,已于2020年01月12日开业营业。酒店拥有299间客房,集全日餐厅、中餐厅、大堂吧、行政酒廊,以及泳池、健身中心于一体,并提供900平米大宴会厅和多功能厅等设施设备。 Benefits for Team Member员工福利1. Free Duty Meals 免费工作餐2. Free Team Member Dormitory 免费员工宿舍3. Social Insurance and Housing Fund 社会保险和住房公积金4. Team Member Travel Program 团队成员入住优惠价5. Leave Benefits 假期福利 Public holiday, annual leave, paid medical leave, maternity leave, marriage leave, and etc. 法定节假日、年假、带薪病假、产假及陪产假、婚假等。6. Team Member Awards 团队成员嘉奖7. Team Member Training System 团队成员培训 In Hilton Worldwide, we provide online courses (in the Hilton Worldwide University), class training, cross training in sister hotels and internal transfer opportunities for all full-time team members. 我们提供在职培训、课堂培训、全员免费希尔顿大学课程、国内外姐妹酒店交叉培训机会 以及集团内部调动机会。8. Variety of Activities 团队成员活动