Hilton Outlet Supervisor - Banquet 宴会主管 in Shanghai, China

Principle Responsibilities & Position Purpose:

职责目标:

This position is concerned with the efficient and professional service of food and beverages within the Banquet, ensuring that the restaurant returns a budgeted profit through tight cost and stock control. Direct supervision of staff is necessary, while ensuring that all guests receive optimum service in accordance with the standards, policies and procedures of this hotel and Hilton International.

此职位要求能够为宴会提供专业快捷的餐饮服务,通过成本及库存控制来获得计划盈利。直接督导员工的工作,通过遵守餐厅和希尔顿国际酒店的规章制度以确保为客人提供符合标准的完美服务。

Essential Responsibilities:

基本职责

Confidently knowing the food and beverage menu contents and be able to explain them in detail to guests.

熟悉掌握菜单及饮料单上的内容,并可以详细的给客人做出解释。

Understand dietary requirements and offer appropriate suggestions.

了解健康食品的要求,并可以给出适当的建议。

By completing TBS checklist in product knowledge.

能够达到TBS产品知识的要求。

Be able to make suggestions on the menu that might suit guests of different nationalities.

可以根据客人不同的国籍推荐菜单上的食品。

By knowing menu items of all other outlets to recommend guests to other outlets.

了解其他餐厅的菜肴,以便向客人推荐。

Confidently knowing opening hours of all restaurants & Hotel outlets.

熟悉所有餐厅及饭店其他部门的营业时间。

Being able to recommend other restaurants & city attractions to Hotel guests.

可以向客人推荐其他具有吸引力的餐厅或场所。

To actively check staff product knowledge on each shift.

在工作中随时检查员工的产品知识。

Undertake steps/process to ensure that all areas of the restaurant are set are set to the standards required for breakfast, lunch and dinner. This also includes checking the cashier desk set-up & communicating with the Chefs about any details for the shift including how many reservations for the day.

遵守服务程序,保证餐厅的各个区域都符合早餐,午餐及晚餐的服务标准。其中包括收银台的准备工作,及和厨师交流餐厅预定的详细情况。

Check reservations for the day, ensuring that the restaurant & staff have tables ready and large bookings have been confirmed by phone.

检查餐厅当天预定,保证员工能够按照预定准备及正确摆台,做好相应的准备,并能致电确认预定。

By assisting bar attendants & kitchen staff where required and carry out any reasonable duties requested by the Manager.

在必要的时候协助酒吧及厨房的同事,并完成经理交与的任务。

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。

By completing TBS checklist on preparing the restaurant for service.

完成TBS账单表以准备餐厅服务。

To be actively involved in the duties of a food and beverage attendant and cashier while on duty, as well as supervising the service of all guests in the restaurant.

积极完成餐厅侍者及收银的工作,并主管所有客人的服务工作。

Greet guests with a smile, offer assistance with coats, bags etc., and introduce yourself.

微笑服务,协助顾客就座、挂外套、背包等,并作自我介绍。

Ensure all guests are escorted to a table, asked if they would prefer smoking or non smoking.

保证客人都被引导入座并询问他们希望在吸烟区或非吸烟区就座。

Ensure all guests are offered a drink within the first two minutes of being seated and quickly followed up with a food menu.

保证客人就座后的两分钟内提供饮料,随后提供食品菜单。

All breakfast guests & any single diners should be offered a paper to read.

提供报纸给所有用早餐的客人及单独用餐的客人。

Ensure all service procedures are carried out to the standards required.

确保所有服务都符合标准。

Ensure all drinks are replenished, never letting cup or glass to become empty.

保证询问客人的饮料是否续杯,保证不发生空杯的情况。

Take personal responsibility for the service experience of all guests in the restaurant by visiting and introducing yourself to all guests & actively checking on their satisfaction.

各尽其职,向客人做自我介绍,注意收集客人满意度的反馈。

Follow up any guest questions or queries immediately and if you don’t know the answer, check with your Manager.

满足客人的各项要求,如不能立即回答客人的问题请与经理联系。

A supervisor must have detailed knowledge of Departmental Standards.

作为主管需熟悉掌握部门的各项标准。

Be able to explain the Standards to the team.

可以为团队成员解释介绍服务标准。

Positively dealing with and learning from customer complaints and comments with follow up and feedback to the Manager.

以积极的态度为客人服务,协助各种合理要求,并对餐厅其他员工进行客人需求的培训。

Be Pro-Active towards guests, assisting them with any reasonable requests, and training all staff to see these things before the guests ask.

以积极主动的态度为客人服务,协助各种合理要求,并对餐厅其他员工进行客人需求的培训。

Ensure service standards per TBS checklist are being achieved.

确保达到TBS各项要求。

Make sure all areas are cleaned and maintained in accordance with operating procedures.

确保所有区域与开始用餐时一样整洁。

Positively end the guests experience by checking satisfaction.

在客人用餐接近尾声的时候,询问客人对用餐是否满意。

All guests check must be presented promptly on request with a feedback form & brochure.

在客人结帐时,账单要与客人满意程度调查及其他宣传单一起放在账单夹中。

Encourage all guests to fill out feedback forms when they leave.

鼓励客人在用餐结束之后填写调查表。

Assist with guest coats and bags.

帮客人取回外套及书包。

Thank all guests and wish them a pleasant day.

感谢客人的光临,并祝愉快。

To supervise the restaurant roster on a daily basis and ensure it is in line with the changing business levels. Make any changes in order to achieve the F&B team’s service standards and budget goals.

在生意变化的基础上调整员工排班,做任何变化要确保餐饮部服务质量及财务预算。

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。

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。

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。

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。

Be aware of the restaurant & overall F&B targets for food, beverage, payroll & general expense costs.

了解整个餐饮部的食品、饮料,工资成本及其他杂项目成本的预算。

To co-ordinate with Engineering and Housekeeping Departments to ensure maintenance and cleanliness. Ensure follow-up procedures are maintained.

与工程部及客房部通力合作,以确保对科服务设施的完好整洁。

Ensuring the shift is reviewed and hand-over and briefings are carried out.

确保每个班次的回顾,交接班及例会的召开。

Being aware of potential highs and lows in the business.

了解生意潜在的增长或减低的态势。

Identifying and communicating potential sales leads to Manager.

能够一时到潜在的销售并向经理汇报。

Creating an environment where“everyone sells”.

创造出一种每个人都在推销的工作环境。

Communicating relevant financial information to the team.

与团队成员沟通有关的财务状况。

Understanding relevant OH&S legislation & the implications on the operation of the department.

理解相关OH&S法规,并在餐厅的日常运营中执行。

Ensuring that safe and healthy working practices are observed throughout service.

在服务过程中确保严格遵守卫生及安全守则。

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。

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。

Specific Job Knowledge, Skill and Ability:

工作技能技巧要求 :

To maintain a high customer service focus by approaching your job with the customers always in mind.

在服务工作的整个过程中,时刻保持高度的客户服务意识。

To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.

具有积极合作的精神。以热心的态度对待所有的工作,并乐于借助一切机会学习技能以便于改进自己的工作表现。

To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.

具有极强的应变能力。反应迅速并以积极的态面对需求的改变,包括任何工作要求的改变。

To maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.

具有极强的团队精神,通过合作及对同事工作的支持达到团队的共同目标。

能够提出对酒店的运作及环境有益的意见或建议。

To actively promote the services 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。

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,保证自己及他人的安全。

Give guest service the highest priority.

将服务客人放在首位。

Display professional behavior at all times.

在工作过程中始终体现职业素质。

Refrain from quarreling.

制止争执。

Avoid offensive or impolite language.

避免使用冒犯或不礼貌的语言。

Do not use alcoholic beverages or illegal drugs.

禁止饮用酒精饮料或服用非法药物。

Refrain from speaking with another team member or acquaintance, either by telephone or personally, in the presence of a guest.

当有客人在场时,不准与其他员工或认识的人员闲谈。

Do not use cell phones, IPODS, or PDA’s in guest view (unless business related).

在客人视野范围内不准使用手机、mp3或掌上电脑(有商务需求时除外)。

All team members delivering services must wear clean, well maintained, clearly identified uniforms.

所有员工提供服务时必须穿着整洁干净的制服。

Job: Banquets and Catering

Title: Outlet Supervisor - Banquet 宴会主管

Location: null

Requisition ID: HOT05U57

EOE/AA/Disabled/Veterans