Hilton Outlet Supervisor - Banquet 宴会主管 in Shanghai, China
Principle Responsibilities & Position Purpose:
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.
Confidently knowing the food and beverage menu contents and be able to explain them in detail to guests.
Understand dietary requirements and offer appropriate suggestions.
By completing TBS checklist in product knowledge.
Be able to make suggestions on the menu that might suit guests of different nationalities.
By knowing menu items of all other outlets to recommend guests to other outlets.
Confidently knowing opening hours of all restaurants & Hotel outlets.
Being able to recommend other restaurants & city attractions to Hotel guests.
To actively check staff product knowledge on each shift.
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.
Check reservations for the day, ensuring that the restaurant & staff have tables ready and large bookings have been confirmed by phone.
By assisting bar attendants & kitchen staff where required and carry out any reasonable duties requested by the Manager.
By ensuring all staff are briefed for the details of the shift ahead.
By completing TBS checklist on preparing the restaurant for service.
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.
Greet guests with a smile, offer assistance with coats, bags etc., and introduce yourself.
Ensure all guests are escorted to a table, asked if they would prefer smoking or non smoking.
Ensure all guests are offered a drink within the first two minutes of being seated and quickly followed up with a food menu.
All breakfast guests & any single diners should be offered a paper to read.
Ensure all service procedures are carried out to the standards required.
Ensure all drinks are replenished, never letting cup or glass to become empty.
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.
Follow up any guest questions or queries immediately and if you don’t know the answer, check with your Manager.
A supervisor must have detailed knowledge of Departmental Standards.
Be able to explain the Standards to the team.
Positively dealing with and learning from customer complaints and comments with follow up and feedback to the Manager.
Be Pro-Active towards guests, assisting them with any reasonable requests, and training all staff to see these things before the guests ask.
Ensure service standards per TBS checklist are being achieved.
Make sure all areas are cleaned and maintained in accordance with operating procedures.
Positively end the guests experience by checking satisfaction.
All guests check must be presented promptly on request with a feedback form & brochure.
Encourage all guests to fill out feedback forms when they leave.
Assist with guest coats and bags.
Thank all guests and wish them a pleasant day.
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.
Control the allocated labour for each shift to ensure that customer expectations are met whilst achieving the desired labour cost.
Assist the restaurant managers with training all staff for‘induction training’and‘on the job training’.
Offer staff constructive feedback about their performance after every shift in an aim to develop their skills and confidence.
Provide leadership and direction for all staff while on duty by offering professional skills and leading by example.
Be aware of the restaurant & overall F&B targets for food, beverage, payroll & general expense costs.
To co-ordinate with Engineering and Housekeeping Departments to ensure maintenance and cleanliness. Ensure follow-up procedures are maintained.
Ensuring the shift is reviewed and hand-over and briefings are carried out.
Being aware of potential highs and lows in the business.
Identifying and communicating potential sales leads to Manager.
Creating an environment where“everyone sells”.
Communicating relevant financial information to the team.
Understanding relevant OH&S legislation & the implications on the operation of the department.
Ensuring that safe and healthy working practices are observed throughout service.
Reporting any accidents/incidents to the Supervisor/Manager.
Food & Beverage mission is established and instilled in all team members.
Specific Job Knowledge, Skill and Ability:
To maintain a high customer service focus by approaching your job with the customers always in mind.
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.
To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
To maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.
To actively promote the services and facilities of the Hilton Hotels to guests and suppliers of the Hotel.
To perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
Give guest service the highest priority.
Display professional behavior at all times.
Refrain from quarreling.
Avoid offensive or impolite language.
Do not use alcoholic beverages or illegal drugs.
Refrain from speaking with another team member or acquaintance, either by telephone or personally, in the presence of a guest.
Do not use cell phones, IPODS, or PDA’s in guest view (unless business related).
All team members delivering services must wear clean, well maintained, clearly identified uniforms.
Job: Banquets and Catering
Title: Outlet Supervisor - Banquet 宴会主管
Requisition ID: HOT05U57