1.?????
Food & Beverage Department
1.1.???????
Outlet operation
·????????
Ensure all the staff to carry
out the task according to the S&P
·????????
Complies with the hotel
specific, guidelines of Sheraton Guests Satisfaction Index. The incumbent
will initiate systems and procedures to meet and if possible exceed guest’s
expectations
·????????
Assist with the management of
outlet service
·????????
Assist with the management of
cash handling procedures and banking procedures
·????????
Oversee the preparation of
daily banking and cash flow reports
·????????
Instruct staff in credit
policies and facilities
·????????
Instruct staff in cash
security procedures
·????????
Manage the maintenance of
equipment
·????????
Monitor standards of guest
facilities and services
·????????
Control stock and monitor
stock security procedures
2.?????
Management/strategic planning
2.1.???????
Assist in Strategic
Planning and Development
·????????
Take part in the preparation and
planning and department/unit/outlet goals and objectives
·????????
Participate in the
preparation of strategic plans and operation plans.
·????????
Determining optimum staffing,
product, stock and equipment levels, in relation to business needs, keeping
in mind the various seasonal periods of business
2.2.???????
?Assist with the Planning and implementation
of Sales & Marketing Strategies for outlet.
·????????
Assist with the preparation
of sales and marketing plans
·????????
Assist with the development
of new products and services
·????????
Assist with the development
of marketing strategies
·????????
Assist with the evaluation of
sales and marketing activities
2.3.???????
Consider Economic Relevant to
the Department
·????????
Take into account external
economic issues when planning and making decisions
·????????
Anticipate economic business
level fluctuations
·????????
Monitor information and
trends in the industry
·????????
Interpret economic data
2.4.???????
Quality Management Systems
·????????
Monitor the implementation of
quality management systems
2.5.???????
Consider Tourism Issues
Relevant to the Department
·????????
Consider political and social
influences on business
·????????
Analyze tourism data
·????????
Liaise with relevant parties
·????????
Identify major environmental
quality management systems
3.?????
Finance Management
3.1.???????
POS. systems (Captain orders,
shift change control of cash)
·????????
Control and check daily
operation of all POS. systems
·????????
Ensure that all Cash floats
and all systems are as per the P&P of the accounting department
·????????
Ensure that all Checks are
posted accurately to the appropriate codes and departments
·????????
All canceled dockets are to
be summarized on the void and canceled summary and signed
·????????
Account for all dockets used
list out all docket control form and all unused docket
·????????
Conduct readings/report on
the Micros machine at the start and end of the shift if needed.
3.2.???????
Financial Matters
·????????
Assist in the preparation and
monitoring the accounts of the unit/ outlet
·????????
Assist in the preparation and
management of the unit/ outlet budgets
·????????
Monitor, analyze and report
variations from the budget
·????????
Assist with the preparation
of performance reports for the unit/ outlet
·????????
Assist with the ratio
analysis
·????????
Assist with analysis of the
trend data
·????????
Contribute to pricing
decisions
·????????
Analyze sales mix
4.?????
Purchasing/Stock
4.1.???????
Manage Purchasing & Stock
Control in conjunction with the Manager
4.2.???????
Stock
Control
·????????
Handle
and store stock according to stock control procedures
5.?????
Human
Resources
5.1.???????
Certificate
·????????
Be certified TSW, MFT, SOFT
SKILLS and other management skills.
5.2.???????
Training:
·????????
Training, development and
rostering of staff.
·????????
Determining and implementing on
going training needs for associates at different levels.
5.3.???????
Manage Work Operations
·????????
Coordinate work operations
within the department/ unit/ outlet
·????????
Develop performance standards
for operations in the department/ unit/ outlet
·????????
Assess work operations and
prepare plans to implement change when required
·????????
Coordinate between other
departments/ units
·????????
Monitor productivity of the
unit
5.4.???????
Industrial
relations
·????????
Prevent and resolve
grievances
·????????
Counsel staff and prevent
work related problems
·????????
Resolve disputes
·????????
Discipline staff
5.5.???????
Staff Management
·????????
Determine and plan for future
staffing needs
·????????
Assist in Recruiting staff
·????????
Prepare staff rosters
·????????
Facilitate multi-skill
ensuring maximum flexibility of staff rotation to busy areas all exercised
·????????
Maintain up-to-date staff
records
·????????
Customize position profiles
for your area of responsibility using the Sheraton Human Resources Management
System
·????????
Manage staff training and
development using Sheraton Human Resources Management System
·????????
Assist with the planning and
delivery of department orientation programs
·????????
Implement staff performance
appraisals
·????????
Carry out exit interviews
5.6.???????
Supervise Staff
·????????
Provide ongoing advice and
support to staff under supervision
·????????
Supervise staff performance
·????????
Implement appropriate
management practices that provide staff motivation and communication
5.7.???????
Instruct Staff
·????????
Provide one to one
instruction to associates when required
6.?????
Menu Knowledge
6.1.???????
Menu
·????????
Good command of food product
and menu knowledge.
·????????
Assist Outlet manager and
Executive chef, in menu planning
·????????
Good knowledge &
understanding of Food Service Standard & Procedure.
·????????
To examine goods for quality
and quantity
6.2.???????
Drink list
·????????
Good command of beverage
knowledge
·????????
Implement beverage service
skills
7.?????
Guest Service/Sales
7.1.???????
Manage Guest Service
·????????
Responsible for guest and
staff satisfaction in the outlet
·????????
Continually improving and enhancing
service standards, and updating the Standards and Procedures as and when
required.
·????????
Manage the delivery of high
quality service to guests
·????????
Manage the development and
implementation of guest service strategies
7.2.???????
Manage the Sales and
Promotion of Products and Services
·????????
Understand Starwood SPG plans
·????????
Continually develop sales and
promotional strategies for the Hotel’s products and services
7.3.???????
Guest Service/ Relations
·????????
Make appropriate
recommendations for guests.
·????????
Deliver high quality service
to guests
·????????
Ensure guest needs and
reasonable requests are met
·????????
Seek opportunities to
continually improve guest service
·????????
Abide by the Sheraton Guest
Satisfaction System
·????????
Establish and maintain
effective guest relations
·????????
Demonstrate effective and
appropriate interaction with guests whilst maintaining a professional
approach and image
·????????
Communication with guests in
a manner which promotes goodwill, trust and satisfaction
·????????
Take appropriate action to
resolve guest complaints
·????????
Make sure all questions are
well taken care off and personally check guest satisfaction of all questions
7.4.???????
Sell and Promote Products and
Services
·????????
Sell the hotel and Sheraton’s
products and services using-selling and suggestive selling techniques
·????????
Promote the hotel and
Sheraton’s products
·????????
Maintain a high level of
product and service knowledge in order to explain and sell services and
facilities to guests
8.?????
Computer
8.1.???????
Maintain Computer Systems
·????????
In conjunction with
Information Systems Manager and Director of F&B:
·????????
Maintain security of data
·????????
Resolve systems and equipment
problems
8.2.???????
Human Resources Computer
Programs
·????????
Access and use the Sheraton
Human Resources Management Systems
8.3.???????
Food & Beverage Computer
·????????
Know how to use DELPHI
banquet sales computer system
·????????
Access and use MICROS cashier
system
·????????
Access and use Food &
Beverage computer programs
8.4.???????
Word Processing
·????????
Access and use word
processing computer packages
9.??????
Safety/Cleaning/Maintenance
9.1.???????
Manage Safety/ Cleaning/
Maintenance
·????????
In conjunction with the
Safety/ Security Manager manage the development and implementation of safety/
security policies and procedures for the department/ unit/ outlet
·????????
In conjunction with
appropriate personnel manage the development and implementation of cleaning/
maintenance programs for the department/ unit/ outlet
9.2.???????
Maintain a Safe and Secure
Working Environment
·????????
Be aware of duty of care, and
adhere to occupational health and safety legislation, policies and procedures
·????????
Initiate action to correct a
hazardous situation and notify supervisors/ managers of potential danger
·????????
Adhere to the hotel’s
security and emergency policies and procedures
·????????
Be familiar with property
safety, current first aid fire emergency procedures
·????????
Log security incidents and
accidents in accordance with hotel requirements
9.3.???????
Cleaning/ Maintenance
Programs
·????????
Adhere to hotel cleaning and
maintenance programs
·????????
Ensure a high level of
cleaning is maintained in your work area
10.?
Communication/General
10.1.???? Meeting
·????????
Attend and conduct
departmental, and Interdepartmental meetings
·????????
Conduct daily pre meal
meeting with Dinning Room associates to keep them informed of updates, new
directions, policies and procedures and daily menu items
10.2.???? Manage Working Relationships
·????????
Prepare and conduct meeting
and group presentations to keep staff/ management/ other parties informed of
hotel operations and other relevant issues
·????????
Plan team systems and
structures
·????????
Set team goals in
consultation with team members according to hotel/ department goals, policies
and practices
·????????
Manage cross cultural
communication
10.3.???? Maintain and Implement Effective Interpersonal Skills
·????????
Maintain personal
presentation to hotel and Sheraton standards
·????????
Demonstrate professional
attitude and behavior at all times
·????????
Analyze, evaluate and improve
your personal performance on a continual basis
10.4.???? Quality Systems
·????????
Apply hotel quality assurance
principles
10.5.???? Comply with all Hotel and Corporate Guidelines
·????????
Abide by the Sheraton Code of
Conduct
·????????
Abide by the Sheraton
Employee Handbook
·????????
Abide by both the Hotel and
Sheraton policies and procedures
10.6.???? Communication
·????????
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
·????????
Deal effectively with guests
and workplace colleagues from a variety of cultures
·????????
Work effectively in a team
10.7.???? Administration Procedures
·????????
Prepare and maintain files,
reports, letters, memorandums and other relevant business documentation
·????????
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
·????????
Ensure all reporting and
servicing deadlines are met on a timely basis
10.8.???? Other Tasks
·????????
Carry out other tasks as
directed by your supervisors
1.? 餐飲部
1.1.?? 大堂吧運(yùn)作
·????????確保員工按照標(biāo)準(zhǔn)與程序完成任務(wù)
·????????遵守飯店的規(guī)章制度及喜來(lái)登令客人滿意計(jì)劃，推廣相關(guān)系統(tǒng)的程序知識(shí)以盡可能的超越客人期望
·????????協(xié)助管理大堂吧服務(wù)
·????????協(xié)助管理現(xiàn)金的兌付和每日的結(jié)帳工作
·????????監(jiān)督每日財(cái)務(wù)報(bào)告
·????????指導(dǎo)員工了解信用政策和設(shè)備
·????????指導(dǎo)員工了解現(xiàn)金安全兌換程序
·????????負(fù)責(zé)設(shè)備的維護(hù)
·????????監(jiān)督客用設(shè)施和對(duì)客服務(wù)的標(biāo)準(zhǔn)
·????????控制存貨并監(jiān)督存貨安全程序
2.? 管理/戰(zhàn)備計(jì)劃
2.1.?? 協(xié)助制定和開發(fā)戰(zhàn)略計(jì)劃
·????????參與準(zhǔn)備和制定部門/單元/服務(wù)點(diǎn)的目標(biāo)
·????????掌握市場(chǎng)營(yíng)銷數(shù)據(jù)
·????????根據(jù)生意需求及淡、旺季情況決定運(yùn)作設(shè)備
2.2.?? 協(xié)助市場(chǎng)營(yíng)銷戰(zhàn)略的計(jì)劃和實(shí)施
·????????協(xié)助準(zhǔn)備市場(chǎng)營(yíng)銷計(jì)劃
·????????協(xié)助發(fā)展新產(chǎn)品和服務(wù)
·????????協(xié)助發(fā)展?fàn)I銷戰(zhàn)略
·????????協(xié)助評(píng)價(jià)市場(chǎng)營(yíng)銷活動(dòng)
2.3.?? 考慮與部門相關(guān)的經(jīng)濟(jì)因素的資料
·????????在制定計(jì)劃和決策時(shí)考慮外部經(jīng)濟(jì)因素
·????????預(yù)測(cè)經(jīng)濟(jì)波動(dòng)水平
·????????解釋經(jīng)濟(jì)數(shù)據(jù)
·????????在經(jīng)營(yíng)中考慮政治和社會(huì)影響
2.4.?? 質(zhì)量管理系統(tǒng)
·????????監(jiān)督質(zhì)量管理系統(tǒng)的實(shí)施
2.5.?? 考慮與部門相關(guān)的旅游事件
·????????在做計(jì)劃和決策時(shí)考慮旅游事件
·????????分析旅游數(shù)據(jù)
·????????與相關(guān)團(tuán)體保持聯(lián)系
·????????確認(rèn)質(zhì)量管理系統(tǒng)的大環(huán)境
3.? 財(cái)務(wù)管理
3.1.?? 收銀系統(tǒng)、現(xiàn)金、點(diǎn)菜單的管理
·????????每天檢查收銀機(jī)工作系統(tǒng)
·????????保證所有現(xiàn)金收入和收銀系統(tǒng)按照標(biāo)準(zhǔn)和程序操作
·????????確保所有帳單輸入、打印正確
·????????確保取消帳單、點(diǎn)菜單必須由大堂吧經(jīng)理簽字和注明原因
·????????檢查使用和沒使用的點(diǎn)菜單和帳單
·????????需要時(shí)指導(dǎo)怎樣讀和作收銀系統(tǒng)開啟、關(guān)機(jī)報(bào)告
3.2.?? 日常財(cái)務(wù)管理
·????????協(xié)助準(zhǔn)備和監(jiān)督單元/小組的賬務(wù)
·????????協(xié)助準(zhǔn)備和管理單元/小組的預(yù)算
·????????控制、分析和報(bào)告預(yù)算的變動(dòng)
·????????協(xié)助準(zhǔn)備單元/小組表現(xiàn)報(bào)告
·????????協(xié)助進(jìn)行和解釋比率分析
·????????協(xié)助分析趨勢(shì)性數(shù)據(jù)
·????????為制定價(jià)格決策作貢獻(xiàn)
·????????分析銷售結(jié)構(gòu)
4.? 采購(gòu)/存貨
4.1.?? 管理采購(gòu)/存貨控制與采購(gòu)經(jīng)理/餐飲總監(jiān)配合
4.2.?? 存貨控制
·????????按照存貨控制程序處理和儲(chǔ)存存貨
5.? 人力資源
5.1.???管理證書
·????????獲得TSW培訓(xùn)技巧、MFT、SOFTSKILL 培訓(xùn)技巧及管理技巧證書
5.2.???培訓(xùn)
·????????培訓(xùn)、發(fā)展和管理員工
·????????根據(jù)員工實(shí)際情況實(shí)行因材施教的培訓(xùn)
5.3.???操作管理
·????????在部門/單元/服務(wù)點(diǎn)內(nèi)進(jìn)行協(xié)調(diào)
·????????建立部門/單元/服務(wù)點(diǎn)的實(shí)際工作水平
·????????評(píng)估工作表現(xiàn)，并在必要時(shí)制定調(diào)整計(jì)劃
·????????與其它部門/單元間運(yùn)轉(zhuǎn)協(xié)調(diào)
·????????監(jiān)督單元工作效率
5.4.???公共關(guān)系
·????????避免和調(diào)解報(bào)怨
·????????與員工溝通避免與工作相關(guān)的矛盾
·????????解決爭(zhēng)端
·????????約束員工遵守紀(jì)律
5.5.???員工管理
·????????明確和制定本部門各崗位所需人員的編制計(jì)劃
·????????招聘員工
·????????準(zhǔn)備員工花名冊(cè)
·????????鼓勵(lì)員工掌握多技能以保證員工在工作繁忙時(shí)最大的工作適應(yīng)性
·????????維護(hù)現(xiàn)有員工記錄
·????????使用“喜來(lái)登人力資源管理系統(tǒng)”制定所在責(zé)任區(qū)內(nèi)的各崗位描述
·????????使用“喜來(lái)登人力資源管理系統(tǒng)”來(lái)管理員工培訓(xùn)和發(fā)展
·????????協(xié)助計(jì)劃和實(shí)施入店教育
·????????進(jìn)行員工表現(xiàn)評(píng)估
·????????實(shí)施員工離職面談
5.6.???管理員工
·????????給予所管轄的員工以不斷的建議和支持
·????????指導(dǎo)員工表現(xiàn)
·????????實(shí)施合適的管理方式給予員工動(dòng)力和溝通
5.7.???一對(duì)一指導(dǎo)員工
·????????必要時(shí)對(duì)員工進(jìn)行個(gè)別面對(duì)面指導(dǎo)
6.? 菜單、酒水知識(shí)
6.1.?? 菜單
·????????熟悉餐飲資識(shí)和大堂吧菜單
·????????協(xié)助大堂吧經(jīng)理與行政總廚共同磋商制定菜單
·????????了解并熟知所有食品準(zhǔn)備的標(biāo)準(zhǔn)和程序
·????????控制食品出產(chǎn)的標(biāo)準(zhǔn)
6.2.?? 酒水
·????????熟悉酒水知識(shí)
·????????酒水服務(wù)知識(shí)
7.? 對(duì)客服務(wù)/銷售
7.1.?? 管理對(duì)客服務(wù)
·????????加強(qiáng)、提高服務(wù)水準(zhǔn)以超出規(guī)定的服務(wù)要求
·????????承擔(dān)起客人滿意的責(zé)任。
·????????負(fù)責(zé)向客人傳送高水平服務(wù)
·????????負(fù)責(zé)對(duì)客服務(wù)戰(zhàn)略的發(fā)展和實(shí)施
7.2.?? 負(fù)責(zé)銷售和促銷產(chǎn)品與服務(wù)
·????????掌握SPG推廣計(jì)劃
·????????不斷為酒店產(chǎn)品與服務(wù)發(fā)展銷售和促銷戰(zhàn)略
7.3.?? 對(duì)客服務(wù)/關(guān)系
·????????為客人提出有創(chuàng)造性的建議
·????????傳送高水平對(duì)客服務(wù)
·????????確?？腿说男枨蠛秃侠淼囊蟊粷M足
·????????不斷尋找機(jī)會(huì)改進(jìn)對(duì)客服務(wù)
·????????遵守喜來(lái)登顧客滿意標(biāo)準(zhǔn)
·????????建立和維持有效的對(duì)客關(guān)系
·????????以職業(yè)化的態(tài)度和形象展示有效的和合適的對(duì)客服務(wù)技巧
·????????用可以增進(jìn)友好、信任和滿意的態(tài)度與客人交流
·????????采取合適的行動(dòng)解決客人抱怨
·????????確保所有的問(wèn)題被依次解決并親自確認(rèn)客人對(duì)所有問(wèn)題都滿意
7.4.?? 銷售和促銷產(chǎn)品與服務(wù)
·????????使用鼎力銷售的方法和建議性銷售的技巧銷售喜來(lái)登的產(chǎn)品與服務(wù)
·????????促銷酒店和喜來(lái)登的產(chǎn)品與服務(wù)
·????????維持對(duì)產(chǎn)品和服務(wù)的高度了解以便于向客人解釋和銷售服務(wù)和設(shè)施
8.? 電腦
8.1.?? 維護(hù)電腦系統(tǒng)
·????????與信息經(jīng)理和餐飲總監(jiān)配合
·????????維護(hù)安全數(shù)據(jù)
·????????解決系統(tǒng)和設(shè)備問(wèn)題
8.2.?? 人力資源電腦系統(tǒng)
·????????掌握和使用喜來(lái)登人力資源管理系統(tǒng)
8.3.?? 餐飲電腦系統(tǒng)
·????????掌握DELPHI 電腦宴會(huì)銷售系統(tǒng)
·????????掌握MICROS 電腦收銀系統(tǒng)
·????????掌握和使用餐飲電腦軟件
8.4.?? 文字工作
·????????掌握和使用文字處理軟件包
9.? 安全/清潔/養(yǎng)護(hù)
9.1.?? 管理安全/清潔/養(yǎng)護(hù)
·????????與安全保衛(wèi)經(jīng)理配合為部門/單元/服務(wù)點(diǎn)建立并實(shí)施安全保衛(wèi)政策和程序
·????????與合適的人員一起為部門/單元/服務(wù)點(diǎn)建立和實(shí)施清潔/養(yǎng)護(hù)程序
9.2.?? 維持一個(gè)安全可靠的工作環(huán)境
·????????強(qiáng)調(diào)保養(yǎng)職責(zé)，遵守工作區(qū)健康和安全法規(guī)、政策和程序
·????????采取行動(dòng)排除危險(xiǎn)，向上級(jí)或經(jīng)理報(bào)告危險(xiǎn)隱患
·????????堅(jiān)持酒店安全制度、緊急情況處理規(guī)定和程序
·????????熟悉對(duì)財(cái)產(chǎn)安全、緊急救護(hù)和火警等處理程序
·????????依照酒店要求記錄安全日志和事故記錄
9.3.?? 清潔/養(yǎng)護(hù)工作
·????????堅(jiān)持酒店的清潔和養(yǎng)護(hù)
·????????保持維護(hù)所在工作區(qū)域的高度整潔
10. 溝通/日常工作
10.1.? 會(huì)議
·????????準(zhǔn)時(shí)出席各種會(huì)議
·????????組織召開餐前會(huì)議，傳達(dá)信息
10.2.? 管理工作關(guān)系
·????????準(zhǔn)備和主持會(huì)議或小組展示向員工/管理者/其它組織通告酒店運(yùn)作和其它方面的情況
·????????安排工作小組的體系和結(jié)構(gòu)
·????????根據(jù)酒店/部門目標(biāo)、政策和實(shí)際情況與工作小組成員一起制定小組目標(biāo)
·????????管理跨文化交流
10.3.? 維持和實(shí)施有效的人際交流技巧
·????????使個(gè)人表現(xiàn)達(dá)到酒店和喜來(lái)登標(biāo)準(zhǔn)
·????????隨時(shí)表現(xiàn)出職業(yè)態(tài)度和行為
·????????以不斷提高的標(biāo)準(zhǔn)分析、衡量、改善你的個(gè)人表現(xiàn)
10.4.? 質(zhì)量體系
·????????實(shí)施酒店質(zhì)量保障原則
10.5.? 遵守酒店和公司的所有工作指南
·????????遵守喜來(lái)登行為準(zhǔn)則
·????????遵守喜來(lái)登員工手冊(cè)
·????????遵守酒店和喜來(lái)登和規(guī)章制度
10.6.? 溝通
·????????以職業(yè)的、肯定的方式與部門和酒店員工建立起親密關(guān)系以促進(jìn)團(tuán)隊(duì)精神和有效的雙向交流
·????????與具不同文化背景的客人和同事有效溝通
·????????在團(tuán)隊(duì)內(nèi)有效工作
10.7.? 程序管理
·????????準(zhǔn)備和維護(hù)文檔、報(bào)告、信函、備忘錄和其它相關(guān)業(yè)務(wù)資料
·????????確保在大堂吧的每日工作日志中記錄下餐具情況，收入和利潤(rùn)，特殊事件，客人表?yè)P(yáng)和投訴及其它需記錄下的事件。工作日志每天工作結(jié)束前需交給餐飲總監(jiān)過(guò)目和簽字
·????????保證所有報(bào)告和服務(wù)都按時(shí)完成
10.8.? 其它任務(wù)
·????????完成你上級(jí)交待的其它任務(wù)
立即溝通
