I. job responsibilities
一 岗位职责
1.By completing TBS checklist in product knowledge.
能够达到TBS 产品知识的要求.
2.To actively check staff product knowledge on each shift.
在工作中随时检查员工的产品知识。
3.By ensuring all staff are briefed for the details of the shift ahead.
确保所有员工提前了解换班详细安排。
4.Control the allocated labour for each shift to ensure that customer expectations are met whilst achieving the desired labour cost.
管理每个班次所安排的人力资源,在一定人力资源的基础上满足客人的期望。
5.Assist the restaurant managers with training all staff for ‘induction training’ and ‘on the job training’.
协助餐厅经理进行就职培训,及在职培训。
6.Offer staff constructive feedback about their performance after every shift in an aim to develop their skills and confidence.
为提高员工的工作技能及自信心,在每个班次的工作之后总结他们的工作表现。
7.Provide leadership and direction for all staff while on duty by offering professional skills and leading by example.
通过体现自身的专业素质,为餐厅的其他员工树立良好榜样。
8.Reporting any accidents/incidents to the Supervisor/Manager.
向上一级主管或经理汇报发生的任何事故。
9.Food & Beverage mission is established and instilled in all team members.
餐饮部的工作使命在所有员工当中被建立并贯彻。
II. Post requirements
二 岗位要求
1. Education and professional knowledge: technical secondary school or above.
历及专业知识:中专以上学历.
2.Work experience requirement: more than two years working experience in the same position.
工作经验要求:两年以上同岗位工作经验.
3. Personal ability and other special requirements: good work planning ability, information communication ability, ability to handle customer complaints and solve problems.
个人能力及其他特殊要求:具有良好的工作计划能力、信息沟通能力、处理顾客投诉和解决问题的能力.
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。
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. 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。
8. Positively dealing with and learning from customer complaints and comments with follow up and feedback to the Catering Manager.
以积极的态度从客人的投诉和建议,并在协助宴销经理处理事件的过程中吸取经验。
9. Positively dealing with and learning from customer complaints and comments with follow up and feedback to the BQT Manager.
以积极的态度处理客人的投诉及建议,并把信息反馈给宴会厅经理。