【职位描述】
·
在整个工作过程中，始终保持高度的客户服务意识。
·
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。
·
能够提出对酒店的运作及环境有益的意见或建议。
·
能够积极的向客人及供应商推荐酒店的服务及设施。
·
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。
·
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。
·
在服务期间积极收集客人及服务人员的反馈。
·
就如何改进对客服务采取相应的措施。
·
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。
·
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。
·
当餐厅或酒吧繁忙的时候提供必要的帮助。
·
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。
·
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。
·
熟悉部门服务标准。
·
可以清楚的向其他员工解释服务标准。
·
能够按照服务标准评估其他员工的工作表现。
·
确保日常部门的培训能够按照服务标准进行。
·
通过反复检查，督导服务标准的实施工作。
·
针对工作中的不足制定计划，以避免影响对客服务质量。
·
针对于工作中的不足采取必要的行动。
·
计划，确定优先次序，组织及控制每日餐厅的运营。
·
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）
·
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。
·
Maintain a high customer service focus by approaching your job with the customers always in mind.
·
Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
·
Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
·
Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
·
Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
·
Create an environment where everyone in the department is focus on “creating that special experience” to deliver exceptional customer service.
·
Actively seek verbal feedback from customers and team members at each service period.
·
Agree on and implement actions to make improvements to customer service.
·
Positively deal with and learn from customer complaints and comments with follow-up and feedback to the Food & Beverage Manager.
·
Make sure all customers’ requests and queries are responded to promptly and effectively while assisting on the floor during meal periods each day.
·
Be available to assist on duty in the restaurant and bars during any busy days or special events.
·
Be proactive towards guests, assisting them with any reasonable requests, and training all team member to see these things before the guests ask.
·
Ensure all standards for service delivery as identified in the Guest Satisfaction manual and the Standard Operating Procedures manual are consistently delivered throughout the department.
·
Knowledgeable of Hilton departmental standards.
·
Able to explain the standards to the team and Managers, assessing team members against these standards.
·
Ensure that training on departmental standards is regularly conducted in the outlets.
·
Monitor standards through regular standards review checks.
·
Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service.
·
Implement and follow-through with improvements identified.
·
Plan, prioritize, organize and control the day-to-day operation.
·
Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy, external events, promotions, etc.).
·
Communicate effectively with the Front Office and Groups & Tours teams to maximise inhouse and group business for the restaurant, ensuring direct liaison with Group Leaders upon arrival.
·
Describe, assign and delegate duties and authority for the operation of the restaurant at all times.
【任职要求】
·
二至四年在四/五星级酒店的相关管理经验。
·
良好的英语口译及书写能力。
·
具有积极合作的精神。以热心的态度对待所有的工作， 并乐于利用一切机会学习技能以便于改进自己的工作的技巧。
·
具有极强的应变能力。灵活反应并以积极的态面对需求更改的事情，包括任何工作要求的改变的。
·
具有较强的团队精神，通过合作及对同事工作的支持达到团队的共同目标。
·
优秀的领导和人员管理技能，附加培训技能。
·
以客户为导向，并能够自信地建立和超过服务标准 。
·
具有全面的关于服务,劳动力控制, 饮料, 维修, 广告, 电脑和财务方面的知识。
·
优秀的人际处理能力并关注细节。
·
在九项能力资格认证中, 人员管理沟通和计划安排为强项。
·
了解并熟练掌握相关餐厅营业知识，包括餐厅的食品、酒水、管理方面、服务技能及与客人交流沟通。
·
有数理知识。
·
有英语读、说、写能力，部分要求有能力、有技巧的去避免投诉、能收集准确的信息，解决问题。
·
能有效抗压并有效处理业务繁忙时的工作。
·
2-4 years in a managerial position in 4 / 5-star category hotel.
·
Familiar with computer systems.
·
Motivated and committed, approaching all tasks with enthusiasm and seize opportunities to learn new skills or knowledge in order to improve personal performance.
·
Flexible and responds quickly and positively to changing requirements including the performance of any tasks requested of you.
·
Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
·
Strong leadership, people management and training skills.
·
Guest oriented and able to confidently build and exceed service standards.
·
Thorough knowledge of service, cost control in F&B, labour controls, beverage menu writing, maintenance, merchandising, computer and accountings.
·
Strong interpersonal skills and attention to details.
·
Key strengths (under the 9 competencies) in people management communication and planning.
·
Thorough knowledge of restaurant operations including food, beverages, supervisory aspects,
·
service techniques, and guest interaction.
·
Considerable skills in math and algebraic equations using percentages.
·
Able to communicate in English, both verbally and in writing, with guests and employees, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and to collect accurate information and to resolve problems.
·
Able to work under pressure and deal with stressful situations during busy periods.
浙公网安备33010602002015
电子营业执照/人力资源服务许可证