The incumbent will be adequately
empowered to make decisions in various situations relating to guest feedback,
staff issues, and other coordinating department issues. Responsible for
ensuring that food and beverage sales are properly processed through the
electronic register and that all dockets and cash are accounted for in
accordance with Sheraton YanTai Golden Beach Resort Policy and Procedures and
to provide service to guests as and when directed by the Restaurant Managers.
Leading the associates to provide
excellent service to the guests and achieve department goals and objectives.
有权在特定的场合，不同的情况下对客人的反馈意见、员工方面的问题及与其它相关部出相应处理决定。负责确保所有客人的消费都正确无误的输入电子计算系统。同时确保所有票据及现金都按照烟台金沙滩喜来登度假酒店的规定及程序完成。依照餐厅经理的指示为客人提供相应的服务。带领小组成员出色完成上级交代任务，确保员工给客人提供优质的服务并达到部门的目标。
1.
Food
& Beverage Department餐饮部
1.1.
Supervise Outlet Operations
During Assigned Shifts 在当班期间管理餐厅运行
•
Follow the arrangement of
the hotel, provide club service and Chinese restaurant guest private room
service
•
听从酒店的安排，进行会所服务和中餐厅客人包房服务
•
Ensure all the staff to
carry out the task according to the S&P
•
确保员工按照标准与程序完成任务
• Complies with the hotel
specific, guidelines of Sheraton Guests Satisfaction Index. The incumbent will
initiate systems and procedures to meet and when possible exceed guest’s
expectations
•
遵守饭店的规章制度及喜来登令客人满意计划，推广相关系统的程序知识以尽可能的超越客人
期望
•
Monitor cash handling and
banking procedures
•
监督付款情况和每日的结帐工作
•
Assist with the
maintenance of equipment
•
监督设备的维护工作
•
Control stock and monitor
stock security procedures
•
控制存货并控制存货安全程序
•
Assist with functions
•协助特别宴会的工作。
•Assist with outlet
service
•协助餐厅服务。
•Look for solutions in
your job NOT blame
•在工作中遇到问题时，照找出解决方法，而不是抱怨。
• Ensure opening &
closing check lists are accurately. Ensure Associate Grooming is perfect &
the outlet is spotlessly clean before each & every service period…. NEVER
accept second best!
•
确保每次在餐厅营运之前，检查所有员工的仪表符合酒店的要求，餐厅干净整洁。记住：我们没有第二选择。
2.
Purchasing/Stock
采购/存货
2.1. Purchasing & Stock Control 监督采购及存货控制
•
Assist with the
implementation of purchasing procedures
•
监督采购程序的完成
•
Assist with handling and
store stock according to stock control procedures
•
按照存货控制程序处理和储存存货
3.
Human
Resources 人力资源
3.1. Certificate
管理证书
•
Be certified TSW and
Management Skills.
•
获得TSW培训技巧及管理技巧证书。
•
Training, development and
rostering of staff.
•
培训、发展和管理员工
•
Determining and
implementing ongoing training needs for associates at different levels.
•
根据员工实际情况实行因材施教的培训
3.2. Monitor and Supervise Work Operations
监督操作管理
•
Supervise service
operations of the unit/ outlet
•
在部门/单元/服务点内监督操作管理
3.3. Maintain a Positive Industrial Relations Climate 维持一个积极的职业关系环境
•
Assist in the resolving
and the prevention of grievances
•
避免和调解报怨
•
Help to Counsel staff and
prevent work related problems
•
与员工沟通避免与工作相关的矛盾
•
Assist in resolving
disputes
•
解决争端
•
Assist in the Discipline
staff
•
约束员工遵守纪律
•
Maintain a positive
working attitude.
•
保持一个积极的工作态度
3.4. Staff Management 员工管理
•
Take part in the
recruitment of staff
•
参与员工招聘
•
Assist with the planning
of orientation programs
•
协助计划和实施入店教育
•
Assist with the
preparation of staff rosters
•
协助准备员工花名册
•
Assist with maintaining
up-to-date staff records
•
协助维护现有员工记录
•
Facilitate multi-skill,
ensuring maximum flexibility of staff rotation to busy areas all exercised
•
鼓励员工掌握多技能以保证员工在工繁忙时最大的工作适应性
•
Assist the manager with
staff training and development
•
协助员工培训与发展
•
Conduct job related
associate performance appraisals
•
建立员工工作表现测评
3.5. Supervise Staff 指导员工
•
Provide ongoing advice
and support to staff under your supervision
•
给予所管辖的员工以不断的建议和支持
•
Monitor associate
performance
•
指导员工表现
•
Carry out appropriate
management practices that provide staff motivation and communication
•
实施合适的管理方式给予员工动力和沟通
3.6. Instruct Staff （一对一）指导员工
•
Provide one to one
instruction to staff members when required
•
必要时对员工进行个别面对面指导
4.
Menu
Knowledge 菜单、酒水知识
4.1. Menu 菜单
•
Good command food product
and menu knowledge.
•
熟悉餐饮知识和餐厅菜单。
•
Total knowledge &
understanding of Food Preparation Standard & Procedure.
•
了解并熟知所有食品准备的标准和程序
•
To examine goods for
quality and quantity.
•
控制食品出产的标准
4.2. Drink list 酒水
•
Good command of beverage
knowledge
•
熟悉酒水知识
•
Good knowledge of
cocktail recipes
•
熟悉鸡尾酒的配制
•
Implement beverage
service skill training
•
完成酒水服务技巧知识的培训
5.
Guest
Service/Sales 对客服务/销售
5.1. Guest Service/ Relations
•
Make appropriate
recommendations for guests.
•
承担起让客人满意的责任
•
Deliver high quality
service to guests
•
为客人提出有创造性的建议
•
Ensure guest needs and
reasonable requests are met
•
传送高水平对客服务
•
Seek opportunities to
continually improve guest service
•
遵守喜来登顾客满意标准
•
Abide by the Sheraton
Guest Satisfaction System
•
确保客人的需求和合理的要求被满足
•
Establish and maintain
effective guest relations
•
不断寻找机会改进对客服务
•
Demonstrate effective and
appropriate interaction with guests whilst maintaining a professional approach
and image
•
建立和维持有效的对客关，以职业化的态度和形象展示有效的和合适的对客服务技巧
•
Communication
with guests in a manner which promotes goodwill, trust and satisfaction
•
用可以增进友好、信任和满意的态度与客人交流
•
Take appropriate action
to resolve guest complaints
•
采取合适的行动解决客人抱怨
•
To be empowered to handle
special requests and complains from outlet guests
•
有承担起上级授予的处理客人特殊要求投诉的能力
5.2. Sell and Promote Products and Services 销售和促销产品与服务
•
Understand the Marriott
BONVOY plan
•
掌握万豪BONVOY推广计划
•
Sell the hotel and
Sheraton’s products and services using-selling and suggestive selling
techniques
•
使用鼎力销售的方法和建议性销售的技巧销售喜来登的产品与服务
•
Promote the hotel and
Sheraton’s products
•
促销酒店和喜来登的产品与服务
•
Maintain a high level of
product and service knowledge in order to explain and sell services and
facilities to guests
•
维持对产品和服务的高度了解以便于向客人解释和销售服务和设施
6.
Computer
电脑
6.1. Food & Beverage Computer 餐饮电脑系统
•
Access and use Food &
Beverage computer program
•
掌握和使用餐饮电脑软件
6.2. Word Processing 文字工作
•
Access and use word
processing computer packages
•
掌握和使用文字处理软件系列。
7.
Safety/Cleaning/Maintenance
安全/清洁/养护
7.1. Maintain a Safe and Secure Working Environment
维持一个安全可靠的工作环境
•
Be aware of duty of care,
and adhere to occupational health and safety legislation, policies and
procedures
•
强调保养职责，遵守工作区健康和安全法规、政策和程序
•
Initiate action to correct
a hazardous situation and notify supervisors/ managers of potential danger
•
采取行动排除危险，向上级或经理报告危险隐患
•
Adhere to the hotel’s
security and emergency policies and procedures
•
坚持酒店安全制度、紧急情况处理规定和程序
•
Be familiar with property
safety, current first aid fire emergency procedures
•
熟悉对财产安全、紧急救护和火警等处理程序
•
Log security incidents
and accidents in accordance with hotel requirements
•
依照酒店要求记录安全日志和事故记录
•
Initiate an atmosphere of
‘Care’ in the outlet particularly with regards to Owner Assets eg Loss &
Breakage of expensive operational equipment.
•
培养员工们对酒店所有部门的花费昂贵的财产有‘爱护’的态度。譬如：遗失、打碎物品等事要避免发生。
7.2. Cleaning/ Maintenance Programs
清洁/养护
•
Adhere to hotel cleaning
and maintenance programs
•
坚持酒店的清洁和养护
•
Ensure a high level of
cleaning is maintained in your work area
•
保持维护所在工作区域的高度整洁
8.
Communication/General
沟通/日常工作
8.1. Manage Working Relationships 管理工作关系
•
Conduct meetings to keep
associates informed of hotel operations and other relevant issues
•
主持会议向员工通告酒店运作和其它方面的情况
8.2. Maintain and Implement Effective Interpersonal Skills 维持和实施有效的人际交流技巧
•
Maintain personal
presentation to hotel and Sheraton standards
•
使个人表现达到酒店和喜来登标准
•
Demonstrate professional
attitude and behavior at all times
•
随时表现出职业态度和行为
•
Analyze, evaluate and
improve your personal performance on a continual basis
•
以不断提高的标准分析、衡量、改善你的个人表现
8.3. Quality Systems 质量体系
•
Apply hotel quality
assurance principles
•
实施酒店质量保障原则
8.4. Comply with all Hotel and Corporate Guidelines 遵守酒店和公司的所有工作指南
•
Follow all policies and
procedures of Marriott and hotel.
•
遵守万豪国际集团和酒店的所有政策和程序。
•
Abide by the Sheraton Code of Conduct
•
遵守喜来登行为准则
•
Abide by the Sheraton
Employee Handbook
•
遵守喜来登员工手册
•
Abide by both the Hotel
and Sheraton policies and procedures
•
遵守酒店和喜来登和规章制度
8.5. Communication 沟通
•
Interact with department
and hotel staff in a professional and positive manner to foster good rapport,
promote team spirit and ensure effective two-way communication
•
以职业的、肯定的方式与部门和酒店员工建立起亲密关系以促进团队精神和有效的双向交流
•
Deal effectively with
guests and workplace colleagues from a variety of cultures
•
与具不同文化背景的客人和同事有效沟通
•
Work effectively in a
team
•
在团队内有效工作
•
Be up to date in Local
& International news stories.
•
保持了解本地与世界的实事新闻。
•
Ensure you & your team
are in tune with our Butlers so you know who is in House, their likes &
dislikes etc.
•
确保让你的员工轮流地与管家合作一起服务客户，如此你就可以了解我们的客户们的情况，他们的嗜好及不喜欢的事物等等。
•
Read Hotel/Outlet notice
boards…know what is going on in ‘YOUR’ hotel…share information at pre service
briefings.
•
保持查看我们酒店、部门的信息板，注意上面的信息，知道酒店最新消息。在每个部门营运之前的员工短会上交流相关心得。
8.6
Administration
行政管理
•
Assist in the preparation
and maintain files, reports, letters, memorandums and other relevant business
documentation
•
协助你所在的部门准备和维护文档、报告、信函、备忘录和其它与相关业务资料。
• Ensure a daily logbook for
the outlet is maintained with information as to covers, revenues, special
events, quest praise and complaints and other notes happenings. The logbook is
left every night for Director of F & B’s information & signature
•
确保在餐厅的每日工作日志中记录下餐具情况，收入和利润，特殊事件，客人表扬和投诉及其它需记录下的事件。工作日志每天工作结束前需交给餐饮总监过目和签字
•
Ensure all reporting and
servicing deadlines are met on a timely basis
•
保证所有报告和服务都按时完成
8.7. Other Tasks其他任务
•
Upholding a team spirit and providing
assistance and support to other relevant departments as required by hotel
operational needs.
秉持团队协作精神，根据酒店运营需要，需协助支持其他相关部门的工作。
•
Participating in and supporting the creation and promotion of the
hotel's social media content (e.g., providing high-quality materials, assisting
in the execution and dissemination of online/offline events, etc.) within the
scope of Marriott’s relevant social media policies, with the aim of enhancing
the hotel's online reputation and increasing its revenue.
在符合万豪社交媒体相关政策范围内，参与并支持酒店社交媒体内容的创建与推广（如提供优质素材、协助线上/线下活动执行、传播等），以提升酒店在线声誉和酒店创收。
•
Ensure all employees dealing with cash accounts need to sign the
petty cash agreement, abide by all Marriott International's policy especially
"Marriott International Cash Over/Short Policy" and the hotel's local
cash over/short policy, and follow the cash control procedures in lSRA and
CSAT.
确保所有处理现金账务的员工都需签署备用金合约，遵守万豪集团的《万豪国际现金长/短款规定》和酒店本地的现金长短款政策，并遵循ISRA和 CSAT 中的现金控制流程。
•
Carry out other tasks as
directed by your supervisors
•
完成你上级交待的其它任务
立即沟通
