【岗位职责】 1、监督团队中的主管，服务员以及接线员的工作 2、根据公司的政策和知识来培训，评估和计划送餐部团队员工 3、与分析审计报告板块提高服务和餐饮质量来保持一致，客人的意见卡片建议事宜，需要规划到行动计划 4、保持部门的持续提升 5、为了部门的正常愉悦的操作，掌握系统的使用和准备日常的工作贯彻等 6、评估团队成员的工作表现并报告给部门经理 7、有效的预防部门的一次性消费品的浪费，调料也是整体的食品成本 8、把客人对食品的建议和意见描述并传达给经理 9、确保工作状况在自己的掌控之下并井井有条 10、为了能够最好的帮助到客人，要了解其他餐饮部门的工作流程与知识技能 11、确保部门的餐具，瓷器和服务器皿的库存良好 12、在接线员部在的时候要替代他们的工作 13、贯彻部门经理的工作需要与任务，送餐部门是自己的主要工作职责，在紧急的情况下可以寻求其他部门的帮助，来管理其他区域因为缺席没来的主管，有时需要接受分配的特别任务来执行额外的职责 14、餐饮部的知识丰富尤其在正式餐厅 【岗位要求】 1、将会有夜班的工作 2、具备英语沟通能力并渴望学习具备其他国家语言

·          Directly responsible for Private Kitchen area, ensuring a smooth running, profitable operation within the framework of the hotel. 直接全面负责管理整个私家厨房，保证其营运顺畅，实现利润最大化。 ·          Keep the F&B Manager informed of all current information in the Private Kitchen. 及时向餐饮部经理汇报私家厨房的相关信息和情况。 ·          To ensure optimum guest satisfaction at all times in keeping with policies. 遵照酒店规章制度，提升客户满意度。 ·          To ensure adequate supplies of equipment and maintenance of par levels. 保证送餐用品和设备的充足供应。 ·          To ensure that billing and cashiering is carried out as per standard operating procedures. 监督收银及出纳的工作，确保其按照标准的运行程序进行。 ·          Be responsible for guest check control. 负责核查客人的账单。 ·          Be responsible for control of floor master keys. 监管楼层总钥匙。 ·          Ensure that fire, health, safety and hygiene standards are maintained. 保证消防，健康，安全及清洁的各项指标达到酒店标准并时刻保持。 ·          Monitor appearance of Private Kitchen colleagues. Guest contact servers or attendants must maintain a sharp look—proper uniform clean, pressed; shoes shined; hair at correct length and clean; hands well-manicured. 检查同事仪容，仪表。无论对客或非对客都必须严格遵守仪容仪表的规定：制服要干净平整并按照要求穿戴，鞋子要擦亮，头发按照要求长短修剪并保持干净，手指甲要修剪整齐。 ·          Organize preparation of trays and trolleys for service. 安排准备服务所需的推车和拖盘。 ·          Maintain and control all food and beverage par levels. 维护控制食物和酒水达到应有标准。 ·          Be aware of special cashiering procedures, executive checks, etc. and ensure they are properly accounted for. 熟知收银相关程序，包括内部转账程序，账单程序以及确保其正确入账。 ·          Be aware of all Langham’s guest programs, discounts, etc. and ensure that billing is correct. 知晓所有朗廷的程序，相关折扣等，以确保收银工作正确无误。 ·          Check daily for special events and requests to see that orders go out properly and on time. 检查每日重要事件及特别要求，确保所有客人的点单正确按时地发出。 ·          Institute, monitor, and maintain aggressive hospitality program for Private Kitchen by: 通过以下方式，为私家厨房制订，监查并维护积极而强有力的待客程序。 ·          Handle guest complaints and keep management and all colleagues concerned to be aware of guest satisfaction level. 处理解决客人的投诉，并让酒店管理层及下属同事都清楚地了解客人的满意标准。 ·          Follow all policy and procedures, to include training of all personnel, and be responsible for use of proper procedures on bank handling, checking, voiding, and tallying cards. 遵守电脑账单程序，包括培训，负责处理账单，取消以及记账。 ·          Monitor colleague side work schedule, daily cleaning, and heavy duty cleaning schedules. 监督同事附属工作、日常打扫及重要清洁的任务安排。 ·          Walk all floors at the end of the shift to inspect server’s clearing of floors. 在班次结束前，检查确保所有的楼层服务区清理干净。 ·          Above all, lead by example through a “hands-on” approach to motivate associates to excel. 综上所述，要以身作则，为同事树立起良好的榜样，激励同事的工作热情。 ADMINISTRATIVE 行政管理   ·          Communicate daily with management all operational and personnel problems, complaints and comments and develop solutions to such. 每日与上级进行交流沟通，汇报所有营运和人事相关问题、客人的意见和投诉，发展完善解决方针。 ·          Attend the following meetings, when necessary: Banquet Event Order, colleague and F & B. 必要时参加下列会议：宴会会议，同事会议和餐饮部会议。 ·          Set up and maintain controls for care of equipment to minimize costs through breakage. 制定并实施设备的维护控制，如遇损坏，能够尽量降低由于损坏导致的成本。 ·          Supervise inventory counts, as required. 按照要求监督库存计数。 ·          Honour all reasonable requests made by a manager, which is may be outside your normal job activities to achieve complete guest satisfaction and service throughout the hotel. 为最大地满足客人的需求以达到酒店服务的高标准，接受并履行经理委派的可能超正常工作范畴的所有合理的要求。 ·          Be aware of accident prevention and help enforce safe working conditions. Zero accidents are our goal. 了解事故预防并加强工作安全，目标是零事故 Perform any duties assigned by the Management deemed necessary. 执行任何管理层委托的工作。 MARKETING 市场营销   ·          Be aware of all Langham guest Incentive programs and the correct accounting procedures pertaining to them. 清楚地了解所有朗廷客人的奖励活动和正确的记账程序。 ·          Assist in the development and execution of marketing plans for the outlet. 同时协助于所有为餐厅制订的市场推广计划的发展及实施。 REQUIREMENTS 职位要求 Experience 经验 ·          Minimum 5 years experience of room service operations, at least 2 years’ experience of management. 五年送餐工作经验和至少有两年以上的客服送餐管理经验。 Job Skill / Knowledge 工作技能 / 知识 ·          Demonstrated leadership qualities. 能体现领导者的素质。 ·          Demonstrated good technical knowledge of restaurant operations. 具备优秀的专业的餐厅运营知识。 ·          Demonstrated strong hospitality and communication skills. 有较好的服务精神和沟通技巧。 ·          Demonstrated strong work ethic. 有较强的工作敬业精神。 ·          Demonstrated great hospitality skills and sensitivity to guest needs. 良好的服务待客技巧预知客人的需求。 ·          Demonstrated a good understanding of food production. 对食物产品知识的充分了解。

FINANCIAL RETURNS 财务回报: Ensures that the monthly forecast of food and beverage revenue, cost and expense figures are achieved. 保证每月的食品以及酒水的花费成本及收支达到预定指标。 Strictly adhere to the established operating budget and ensure that all costs are controlled. 亚格坚持制定营运预算并控制所有的花销。 Manages the outlet as a separate profit centre, assuming responsibility for all revenues and expenses. 将本部门作为独立的赢利中心,有责任设定所有的收入和支出预算。 Plans and organizes festive and seasonal food/beverage promotions within the outlet. 在部门内部计划并组织节日性和季节性的餐饮销售活动。 Develops and implements Promotions Calendar for F&B products.制定可发展并执行针对餐饮部产品的销售日程 Up-sells property facilities 全面销售产品 Actively pursues cost saving measures 积极控制成本的额度。 Analyses food and beverage statistics through point of sale system在销售体系中分析并统计食品及酒水的情况。 Participates in the formulation of the Annual Marketing Plan, to establish a list of marketing activities in linewith the compilation of the Annual Business Plan.参与制定年度销售计划，制定符合年度经营计划的销售活动计划。 Plans and organizes festive and seasonal food/beverage promotions within the outlet. 组织和计划节假日及时令食物和水果的推广。 Manage day-to-day staffing requirements, plan and assign work, and establish performance anddevelopment goals for team members. Provide mentoring, coaching and regular feedback to help manageconflict and improve team member performance. 处理员工日常事务，计划并分配工作，为每个员工设定工作绩效目标。为员工提供教导、辅导并给予定期反馈，协助解决各种员工矛盾，提高员工绩效。 Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties. 对全体员工实施教育与培训，确保所有工作符合国家、各省市与地方的法律和安全法规。确保为员工提供适当的培训，保证为他们配备完成工作所需的各种工具和设备。 Ensure staff is properly trained on systems, security and cash handling procedures, and service and qualitystandards. 确保员工获得与操作系统、安全、现金处理流程、服务和标准有关的恰当培训。 ldentifies training needs and plan training programs for the associates. 确定培训需要并计划培训内容。 conducts training for the associates in accordance with the Annual Training Plan in order that associatesnave necessary skills to perform their duties. 按照年度培训计划参与指导培训，以保证所有员工具备相应的服务技能。 Liaises and inform the Food and Beverage Department and Human Resources Department of all trainingsession 所有培训都需要联系并通知餐饮以及人力资源部门 Develops departmental trainers and assign training responsibilities. 发展部蹩争舞珂恿抠榭拔迹町杳苗嵋朝萱猩纲懦戛津蹭岳略凋鑫驰射洋玮酩击刷冈朕峒招需孑跋呢浊叵睹萨乓轲顺氏甲决湍吹姿淆靡荧敖镶寰沈瞅佯虐钢暄馨刊谏胃架杀栽纶训任务。 Assists in the training of the associates ensuring that they have the necessary skill to perform their dutieswith maximum efficiency. 协助培训员工确保他们具备相关必要的服务技能,高效率的完成任务Conducts associates' yearly performance appraisals.对员工进行年度工作评估。 Assists in the building of an efficient team of associates by taking an active interest in their welfare, safetyand development. 关心员工的福利，安全以及发展，协助构建一个扎实肯干的团队。

【岗位职责】 1、监督团队中的主管，服务员以及接线员的工作 2、根据公司的政策和知识来培训，评估和计划送餐部团队员工 3、与分析审计报告板块提高服务和餐饮质量来保持一致，客人的意见卡片建议事宜，需要规划到行动计划 4、保持部门的持续提升 5、为了部门的正常愉悦的操作，掌握系统的使用和准备日常的工作贯彻等 6、评估团队成员的工作表现并报告给部门经理 7、有效的预防部门的一次性消费品的浪费，调料也是整体的食品成本 8、把客人对食品的建议和意见描述并传达给经理 9、确保工作状况在自己的掌控之下并井井有条 10、为了能够最好的帮助到客人，要了解其他餐饮部门的工作流程与知识技能 11、确保部门的餐具，瓷器和服务器皿的库存良好 【岗位要求】 1、熟练掌握岗位工作流程和服务技能； 2、具备较强的服务能力、洞察能力、沟通能力、承受能力、应变能力和组织指挥能力，并有效督导班组提供优质服务。

岗位职责/职位描述 Duties and Responsibilities工作职责 · Greet VIP guests personally 亲自迎接贵宾 · Liaise with other departments to ensure excellent service delivery 与其它部门联系，以确保提供高质量的服务   · Oversee maintenance of efficient repeat guest history system 对高效的常客客史档案系统维护实施监管 · Perform such functions as to include but not be limited to: 行使下列功能，包括但不仅限于： o Attending to special requests by guests 回应客人提出的特别要求 · Develop and implement guest telephone contact systems 开发和应用客人电话联系系统 · Handle guest complaints and refer them as necessary, follows up on corrective action 处理客人投诉，如有必要则将其提交给有关部门，并对纠正措施进行跟进 · Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary 评估所有员工的外在形象、守纪情况和工作效率并进行直接监管，如有必要，可采取  直接的纠正措施 · Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations 组织和召开客户关系部全体人员参加的会议，以加强交流和保证业务的顺利进行 · Works with Superior and Human Resources on manpower planning and management needs 与上级领导和人力资源部一起进行人力规划和管理需求。 · Works with Superior and Director of Finance in the preparation and management of the Department’s budget. 与上级领导和财务总监一起编制和管理部门预算。

确保酒店最基本的品牌标准都要被贯彻执行。 Ensures that minimum brand standards have been implemented. 确保贯彻执行所有凯悦温情和餐饮经典20条的标准。 Ensures that all Touches of Hyatt and the Food and Beverage Top 20 are implemented.对于客户调查结果做出回应并落实相应的改善措施。 Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.以支持和灵活的态度与其他餐厅经理紧密合作，着眼于整个酒店的成功和酒店客人的满意度。 Works closely with other Outlet Managers in a supportive and flexible manner, focusing on the overall success of the hotel and the sati sfaction of hotel guests. 确保部门员工以支持和灵活的态度和“团队协作”的精神与其他部门合作。 Ensures that Outlet employees work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”. 在营运过程中将对于餐饮产品的检验和监督贯穿始终，并在适当的情况下作出反馈。 Tastes and monitors the food and beverage products served throughout the operation, provides feedback where appropriate. 监督餐厅的服务和餐饮标准。在必要的地方与餐厅主管和厨师长一起实施正确的措施。 Monitors service and food and beverage standards in the Outlet.  Work with theTeam Leader, and Chef de Cuisines to take corrective actions where necessary 与厨师长共同对餐饮营运进行频繁而全面的检查。 Conducts frequent and thorough inspections together with the Chef de Cuisines , of the Food and Beverage Operation. 经常查证餐饮准备中仅可用新鲜的产品。 Frequently verifies that only fresh products are used in food and beverage preparation.  协助行政总厨/厨师长提出富有创意的建议和想法。 Assists the Executive Chef/Chef de Cuisines with creative suggestions and ideas. 监督对所有运营设备和营业用品的月度盘点。 Conducts monthly inventory checks on all operating equipment and supplies. 针对每日营运和质量控制与厨房密切沟通。 Liaises with the Kitchen on daily operations and quality control. 对菜单上所有菜品和饮料有全面的知识和理解，并能推荐菜品和饮料的搭配及促销。 Have 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. 确保餐厅的前、后区域的洁净有序。 Ensures that the outlet is kept clean and organised, both at the front as well as the back of house. 与客房部配合，确保严格执行既定的清洁计划。 Liaises and organises with Housekeeping Department that the established cleaning schedules are strictly adhered to. 确保根据经营理念对部门进行高效地管理，根据标准提供有礼的、专业的、高效且富有弹性的服务。 Ensure that the outlet is managed efficiently according to the established concept statement, providing courteous, professional, efficient and flexible service at all times. 确保所有的设备和用品处于严格的安全库存量，并且确保部门有足够的设备和用品的配备。 Establishes and strictly adheres to the par stocks for all operating equipment, supplies, inventoried items, and to ensure that the outlet is adequately equipped. 从准备工作、服务和菜单方面主持 每日班前例会。 Conducts daily pre-shift briefings to employees on preparation, service and menu.

【岗位职责】 1、指导、监督送餐部领班、服务员及订餐员的工作情况； 2、定期对本部门人员进行技能技巧，应对技巧培训； 3、督导和巡视重要宾客房间的送餐服务工作； 4、送餐前，检查送餐车、托盘及赠品，确保一切准备就绪，一旦需要即可送出； 5、送餐后,随时关注该房的动态、客人有什么需要,及时的提供服务； 6、控制营业所需的餐具，定期参加盘点； 7、编制员工排班表，监督员工考勤记录，每月进行评估员工； 8、解决各方面的服务问题，处理客人的投诉。针对客人提出的建议给予感谢。 【岗位要求】 1、大专以上学历或同等学历，具有3年以上本岗位工作经验； 2、通晓餐厅管理和服务方面的知识，具有熟练的服务技能； 3、有一定的外语会话能力和处理餐厅突发事件的应变能力。