JOB RESPONSIBILIES【岗位职责】
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。
6.Actively seeking verbal feedback from customers 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。
7. Act as an Event Service Leader for large VIP functions and be available to guests especially during set-up, coffee breaks and meal breaks.
在大型VIP活动，充当会议宴会服务领班，特别是在摆台、茶歇时间和用餐时间为客人提供服务。
8.
Meets and liaises with the Kitchen and Beverage Department before the event to go through the final details and special requests.
Maintain constant communication with the Chef de Cuisine Events to ensure a smooth operation.
在会议宴会开始之前，与厨房和酒水部会面并联络，了解详细情况及特殊需求。与会议宴会的厨师长保持沟通，确保宴会的顺利进行。
9.
Be fully conversant with all aspects of the Micros System.
充分了解Micros系统的各个方面。
10.
Strictly adheres to all policies and procedures issued by Finance with regards to cashiering and cash handling.
严格遵守财务部发布与出纳和现金处理相关的所有政策和程序。
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。
12.
Positively dealing with and learning from customer complaints and comments with follow up and feedback to the Banquet 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宴会厅服务经理。
13.
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。
14.
Having detailed knowledge of all departmental Standards.
熟悉部门服务标准。
15.
Being able to explain the standards to the team members.
可以清楚的向其他员工解释服务标准。
16.
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。
17.
Monitoring Standards through regular Standards Review checks.
通过反复检查，督导服务标准的实施工作。
18.
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。
19.
Implementing and following though improvements identified.
针对于工作中的不足采取必要的行动。
20.
Assist with preparing rosters and job schedules for team member to meet business needs (taking into consideration internal activities and occupancy and external events, promotions etc).
协助准备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）
21.
Maintain event and function histories to assist with returning events.
保留活动记录。
22.
To attend & participate in regular F&B, operational & roster meetings.
参加餐饮部例会。
23.
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。
24.
Communicating aims to the team during trainings & communication meetings.
培训及部门会议时要有明确的目标。
25.
Getting members of the team to work co-operatively with others.
促使团队中的成员竭诚合作。
JOB SPECIFICATION【岗位要求】
1.
2-4
years in a managerial position in 4/5 Star category hotel
二至四年在四/五星级酒店的相关管理经验。
2.
Good English skills (written & verbal).
良好的英语口译及书写能力。
3.
Familiar with Computer operation.
精通计算机程序。
4.Strong in Leadership skills & good training conducting skills.
领导技能及培训技巧。
5.Outgoing personality. Willing to work for long hours.
外向性格、可以长时间的工作。
