崗位職責
Customer Service
賓客服務
? Ensures the delivery of brand promise and provides exceptional guest service at all times.
確保遵循品牌承諾并始終提供優異的對客服務。
? Provides excellent service to internal customers in other departments as appropriate.
在適當的時候為其他部門的內部客人提供優質服務。
? Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
禮貌而高效地處理所有客人和內部客人的投訴和詢問，確保問題得到圓滿解決。
? Maintains positive colleague interactions with good working relationships.
和同事保持基于良好工作關系的互動接觸。
? Establishes a rapport with guests maintaining good customer relationships.
與客人建立并保持良好的客戶關系。
? One should ensure our associates (service) are always reachable while it is needed by customers and show passion to provide our authentic service.
在客戶有需要時，確保我們服務的員工始終可以聯系到，并表現出對提供真誠服務的熱情。
? Follows Event Standards for customer service.
遵守客戶服務的會議宴會標準。
Financial
財務
? Assists to improve productivity levels and the need to prudently manage utility costs within acceptable guidelines.
關注工作效率水平的提高以及在適用的原則指引下對于設施設備的成本的慎重管理的要求。
? Ensures that the outlet is operated in line with maximizing profit while delivering on the brand promise.確保遵守品牌承諾以追求利潤最大化為原則進行部門運作。
? 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.
確保財務記錄的保留、錢款處理和許可以及及時而準確的財政信息的上報全部符合酒店、公司和本地的制度、政策和規章的規定。
? Assists in the inventory management and ongoing maintenance of hotel operating equipment and other assets.
協助進行盤點管理和酒店營運設備和其他設施持續的保存保養。
? Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system.
確保使用新技術和設備，簡化工作系統提高工作效率。
Operational
營運
? Ensures that brand standards have been implemented.
確保酒店的品牌標準都被貫徹執行。
? Responds to the results of HeartBeat and ensures that the relevant changes are implemented.
對于賓客滿意度調查做出回應并落實相應的改善措施。
? 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.
以支持和靈活的態度與其他經理緊密合作，著眼于整個酒店的成功和酒店客人的滿意度。
? Ensures that Food and Beverage associates work in a supportive and flexible manner with other departments.
確保餐飲部員工以支持和靈活的態度和“團隊協作”的精神與其他部門合作。
? Tastes and monitors the food and beverage products served throughout the operation, provides feedback where appropriate.
在營運過程中將對于餐飲產品的檢驗和監督貫穿始終，并在適當的情況下作出反饋。
? Assists with conducting monthly inventory checks on all operating equipment and supplies.
協助對所有運營設備和營業用品的月度盤點。
? Assists to liaise with the Kitchen Department on daily operations and quality control.
協助與廚房針對每日營運和質量控制密切溝通。
? Has 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.
對菜單上的所有菜品和飲料有全面的知識和理解，并能推薦菜品和飲料的搭配及促銷。
? Ensures that the outlet is kept clean and organized, both at the front as well as the back of house.
確保餐廳的前、后區域的潔凈有序。
? Acts as an Event Service Leader for medium sized functions and be available to guests especially during set-up, coffee breaks and meal breaks.
在中等規模的活動中，充當會議宴會服務領班，特別是在擺臺、茶歇時間和用餐時間為客人提供服務。
? Follows all checklists for the relevant event type.
遵守相關會議宴會類型的所有檢查清單。
? Meets and liaises with the Kitchen and Beverage Department before the event to go through the final details and special requests. Maintains constant communication with the Chef de Cuisine - Events to ensure a smooth operation.
在會議宴會開始之前，與廚房和酒水部會面并聯絡，了解詳細情況及特殊需求。與會議宴會的廚師長保持溝通，確保宴會的順利進行。
Personnel
人事
? 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.
監督餐飲部所有員工的守時性和儀容儀表，確保他們根據酒店和部門的儀容儀表要求身著正確的制服并保持高標準的儀容儀表和個人衛生狀況。
? Encourages associates to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.
鼓勵員工成為有創意的、主動的、具有挑戰精神并可以認識到自身對于營運成功所作貢獻的員工。
? Ensures that all associates have a complete understanding of and adhere to associate rules and regulations.
確保所有員工完全理解并嚴格遵守員工守則。
? Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
確保員工遵守所有與消防、防護和安全相關的酒店、公司和當地的制度、政策和規章。
? Feedbacks the results of Colleague HeartBeat and ensures that the relevant changes are implemented.
對于員工心語調查做出反饋并落實相應的改善措施。
Other Duties
其他
? Be knowledgeable in statutory legislation in associate and industrial relations.
熟知與員工和行業相關的法律法規。
? Understands and strictly adheres to Rules and Regulations established in the Associate Handbook and the hotel's policies concerning fire, hygiene, health and safety.
理解并嚴格遵守員工手冊中的規章制度以及涉及到消防、衛生、健康和安全的酒店政策。
? Ensures high standards of personal presentation and grooming.
確保高標準的個人形象和儀容儀表。
? Responds to changes in the Food and Beverage function as dictated by the industry, company and hotel.
根據行業、公司和酒店對于餐飲職能要求的變化做出反應。
? Attends training sessions and meetings as and when required.
需要時參加培訓課程和會議。
? Carries out any other reasonable duties and responsibilities as assigned.
執行分派的任何合理任務和額外職責。
崗位要求
Required Skills –
技能要求
? Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
完全代表酒店、品牌和公司與顧客、員工和第三方交往的能力。
? Alcohol awareness certification and/or food service permit or valid health/food handler card as required by local government agency.
持有當地政府規定的含酒精飲品知識課程證書或食品服務許可證或有效的健康或食品上崗證。
? Problem solving and training abilities.
具有解決問題和培訓的能力
Qualifications –
學歷
? Diploma in Hotel Management, Food & Beverage, or related field.
酒店管理，餐飲或相關專業的大專學歷。
Experience –
經歷
? 2 years related experience or an equivalent combination of education and experience. Supervisory experience preferred.
2年相關工作經歷，或與此相當的教育和相關工作經驗結合的背景。具主管經驗優先考慮。
