Scope of Position
The Sommelier is responsible for the extensive wine program throughout the entire hotel. Although this position will work primarily with the fine dining restaurant, he/she will also support the other food and beverage outlets as well through the selection of various wines and design of the wine lists that each outlet will utilize for service.
Requirements
Mandatory
Educational level:
Bachelor’s degree in hospitality or other related field
Course of study with Wine Associations (e.g.) American Sommelier Association, Court of Master Sommeliers, Wine & Spirit Education Trust
Work experience:
Minimum of 3 years experience in a similar position, preferable in luxury hotel/restaurant environment
Personal qualities:
Reading, writing and oral proficiency in the English language.
Must be willing to work a flexible schedule in order to accomplish all major responsibilities and tasks.
Must be a self-motivator and motivator of others.
Must work in a safe, prudent and organized manner.
Must be able to relate to all levels of Guests and management.
Must have a minimum of 2 years experience in a similar position, preferably in luxury environment
Must have the ability to handle multiple tasks at one time.
Must be able to consistently delight and satisfy our Guest
Must have very good communication skills
Must have excellent attention to details, and extensive service knowledge
Job knowledge:
Must have a in-depth knowledge of food and preparation
Must have an advanced-level knowledge of wine
Must have a in-depth knowledge of beverage and bar related products
Must have a in-depth knowledge of laws related to beverage service
Prior experience in a renovation or pre-opening environment is desirable
Globally-recognized F&B certification requested
Restaurant and or Retail experience that has involved selling of wine and guest relations
Looking to forge relationships with wine-makers and key players in wine-sector
Desirable
Established award winning lists
职责范围
侍酒师负责整个酒店所有酒类项目。尽管此职位员工基本上和高级餐厅合作,他/她通过选择不同酒类的品种和每个部门需要用的酒单也支持其他餐饮部门提供服务。
职位要求
必须具备
教育水平:
酒店本科学历或者其他相关领域
葡萄酒协会课程,美国侍酒师协会,侍酒师证书,葡萄酒及烈酒教育信托基金
工作经历:
至少3年以上相关职位经验,具有奢华酒店/餐厅经验者为先
个人素质:
英语读,写,说流利
必须愿意为了完成所有职责和任务在灵活的时间下工作
必须能够自我激励及他人.
必须在安全,谨慎,有组织的方式下工作
必须有能力使所有层次的客人和管理层相处融洽
必须有能力在同一时间处理多种任务
必须能够让我们的客人感到一贯的喜悦满意
必须有良好的沟通技巧
必须特别关注细节和拥有广泛的服务知识
工作知识:
必须拥有食物准备的知识
必须拥有良好的酒类知识
必须拥有饮料和酒吧相关产品的资深知识
必须拥有关于饮料服务的资深知识
先前拥有重新翻新或开张经验者为佳
全球认可的餐饮证书
餐厅或者零售经验包括销售酒类和处理客人关系
寻找和酒类制造商和酒类关键人物建立良好关系
可以具备
奖状
岗位职责:
1、Upon closing, co-ordinate and follow-up with banquet or convention services, reservations and or other departments to ensure delivery of superior guest services.
随着订单的完成,协调、跟进宴会或会议服务、预订和或其他部门的工作,确保为客人提供优质服务。
2、Demonstrate a flexible and mature management style and adapt your actions to influence others to achieve results
展示灵活和成熟的管理模式,用你的行为去影响他人以取得业绩。
3、As directed, compile and input market intelligence information, have sound knowledge of Competitors .
有指导性地汇总和提供市场资讯,并有竞争对手的资讯和知识。
任职要求:
1、大专以上学历,形象气质佳
2、具备较强的沟通协调能力,抗压能力强
3、有一定的英语听说能力
1. To maintain a high
customer service focus by approaching your job with the customers always in
mind.
在整个工作过程中,始终保持高度的客户服务意识。
2. To have a positive
impact, taking personal responsibility and initiative to resolve issues, always
clearly communicating with both customers 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。
3. 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。
4. 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。
5. 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。
9.Creating an
environment where everyone in the department is focus on “creating that special
experience” to deliver exceptional customer 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。
10. Actively seeking verbal feedback from
customers and team member at each service period.
在服务期间积极收集客人及服务人员的反馈。
11. Agreeing and
implementing actions to make improvements to customer service.
就如何改进对客服务采取相应的措施。
6. Positively dealing with and learning from
customer complaints and comments with follow up and feedback to the Food and
Beverage 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经理。
12.Making sure all
customer requests and queries are responded to promptly and effectively while
assisting on the floor during meal periods each day.
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。
13.Be available to
assist on duty in the Restaurant & Bars during any busy days or special
events.
当餐厅或酒吧繁忙的时候提供必要的帮助。
14.Be Pro-Active
towards guests, assisting them with any reasonable requests, and training all
team member to see these things before the guests ask.
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。
15.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。
16.Having detailed
knowledge of all departmental Standards.
熟悉部门服务标准。
17.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。
18.Be able to assess
team member performance against standards.
能够按照服务标准评估其他员工的工作表现。
19.Ensure that
training on Departmental Standards is regularly conducted in the outlets.
确保日常部门的培训能够按照服务标准进行。
20.Monitoring
Standards through regular Standards Review checks.
通过反复检查,督导服务标准的实施工作。
21.Developing action
plans to address shortfalls in Standards and identifying shortfalls before they
affect customer service.
针对工作中的不足制定计划,以避免影响对客服务质量。
22.Implementing and
following though improvements identified.
针对于工作中的不足采取必要的行动。
23.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。
24.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)
25.Communicating effectively with Front Office and Groups & Tours to
maximise in house and group business for the restaurant, ensuring direct
liaison with Group Leaders upon arrival.
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。
26.To describe, assign and delegate duties and authority for the operation
of the Restaurant at all times.
分配,指派,组织授权餐厅日常的经营工作。