崗位職責(zé)
This position is concerned with the strategic management of the Restaurant, in line with prescribed Hilton Worldwide & Hilton Xi’an policies and procedures.
餐廳經(jīng)理的職位是極具挑戰(zhàn)性的工作，應(yīng)遵守餐廳、本酒店及希爾頓國際酒店既定的政策原則和運作程序。
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1. To maintain a high customer service focus by approaching your job with the customers always in mind.
在整個工作過程中，始終保持高度的客戶服務(wù)意識。?????????
2. To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
保持積極的工作態(tài)度，做好本職工作，并且主動解決問題，能夠始終清晰的與客人或同事進行交流。
3. To contribute ideas and suggestions to enhance operational/environmental procedures in the Hotel.
能夠提出對酒店的運作及環(huán)境有益的意見或建議。
4. To actively promote the service and facilities of the Hilton Hotels to guests and suppliers of the hotel.
能夠積極的向客人及供應(yīng)商推薦酒店的服務(wù)及設(shè)施。
5. To perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
在工作過程中能夠做好本職工作，保證自己及其他人的安全。
9. Creating an environment where everyone in the department is focus on “creating that special experience” to deliver exceptional customer service.
建立一種每個員工都關(guān)注如何能為客人創(chuàng)造“一次特殊經(jīng)歷”，提供非凡客戶服務(wù)的工作環(huán)境。
10. Actively seeking verbal feedback from customers and team member at each service period.
在服務(wù)期間積極收集客人及服務(wù)人員的反饋。
11. Agreeing and implementing actions to make improvements to customer service.
就如何改進對客服務(wù)采取相應(yīng)的措施。
6.? Positively dealing with and learning from customer complaints and comments with follow up and feedback to the Food and Beverage Manager.
以積極的態(tài)度處理客人的投訴及建議，并把必要的信息反饋給餐飲部經(jīng)理。
12. Making sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during meal periods each day.
在服務(wù)時間內(nèi)以積極的態(tài)度，高效、準確的定位及滿足客人要求及需要。
13. Be available to assist on duty in the Restaurant & Bars during any busy days or special events.
當(dāng)餐廳或酒吧繁忙的時候提供必要的幫助。
14. Be Pro-Active towards guests, assisting them with any reasonable requests, and training all team member to see these things before the guests ask.
積極主動的為客人服務(wù)，滿足客人任何合理要求，并且培訓(xùn)員工能夠預(yù)見客人的需求。
15. To ensure all standards for Service Delivery as identified in the Guest Satisfaction Manual and the Standard Operating and Procedures Manual are consistently delivered throughout the department.
確保在對客服務(wù)指南，標準服務(wù)手冊中的所有標準都能夠在整個部門持續(xù)有效的貫徹。
16. Having detailed knowledge of all departmental Standards.
熟悉部門服務(wù)標準。
17. Being able to explain the standards to the team members and managers.
可以清楚的向其他員工解釋服務(wù)標準。
18. Be able to assess team member performance against standards.
能夠按照服務(wù)標準評估其他員工的工作表現(xiàn)。
19. Ensure that training on Departmental Standards is regularly conducted in the outlets.
確保日常部門的培訓(xùn)能夠按照服務(wù)標準進行。
20. Monitoring Standards through regular Standards Review checks.
通過反復(fù)檢查，督導(dǎo)服務(wù)標準的實施工作。
21. Developing action plans to address shortfalls in Standards and identifying shortfalls before they affect customer service.
針對工作中的不足制定計劃，以避免影響對客服務(wù)質(zhì)量。
22. Implementing and following though improvements identified.
針對于工作中的不足采取必要的行動。
23. To plan, priorities organize and control the day-to-day operation.
計劃，確定優(yōu)先次序，組織及控制每日餐廳的運營。
24. Preparing rosters and job schedules for team member to meet business needs (taking into consideration internal activities and occupancy and external events, promotions etc).
制定每位員工的排班表及工作安排。（考慮內(nèi)部活動，客人入住率， 特殊活動及產(chǎn)品促銷等）
25. Communicating effectively with Front Office and Groups & Tours to maximise in house and group business for the restaurant, ensuring direct liaison with Group Leaders upon arrival.
有效的與前臺及團隊領(lǐng)隊協(xié)調(diào)，盡可能的增加餐廳生意，與領(lǐng)隊保持直接聯(lián)系。
26. To describe, assign and delegate duties and authority for the operation of the Restaurant at all times.
分配， 指派，組織授權(quán)餐廳日常的經(jīng)營工作。
27. Understanding what’s going on in other departments and implications for your owndepartment.
了解酒店其他部門的經(jīng)營活動及其與自己部門的影響。
28. Planning ahead and ensuring adequate resources are available.
預(yù)先準備并確保各種經(jīng)營設(shè)施設(shè)備的充足。
29. Managing the departmental operation and taking action where necessary to ensure smooth running and participating in service duties during service periods, where necessary.
有效管理部門運作，為保證服務(wù)及餐廳的正常運營采取必要的措施。
30. To co-ordinate with Engineering and Housekeeping Departments to ensure maintenance and cleanliness. Ensure follow-up procedures are maintained.
與客房部及工程部通力合作，保證部門設(shè)施的完好及清潔。
31. Ensuring the shift is reviewed and handovers and briefings are carried out.
確認每個班次之間做好總結(jié)，并與下個班次進行工作交接。
32. Maintaining in-depth technical knowledge and skills required for the job.
確保崗位所需知識的更新。
33. Maintain event and function histories to assist with returning events.
保留餐廳活動記錄。
34. To establish good communication with the Kitchen team.
與廚房的員工建立良好的溝通渠道。
35. To participate in future menu changes with the F&B Manager and the Executive Chef taking into consideration new F&B trends, market demands and sales achievements.
協(xié)助餐飲部經(jīng)理及行政總廚根據(jù)餐飲發(fā)展趨勢，適當(dāng)需求及銷售情況進行餐廳菜單的修改。
36. To attend & participate in regular F&B, operational & roster meetings.
參加餐飲部例會。
37. To provide and communicate clear direction to the team.
為團隊提供正確的信息渠道
38. Understanding the aims of the hotel and the department’s role in achieving it.
理解酒店的目標，清楚部門在完成目標過程中所扮演的角色。
39. Communicating aims to the team.
與團隊溝通要達到的目標。
40. Setting and agreeing to departmental objectives for self and team.
制定團隊及成員的目標。
41. Representing the needs of the team to others in the hotel.
代表團隊與酒店的其他部門溝通。
42. Keeping the team up-to-date about departmental, hotel and company activities through regular communication meetings & memos. This includes special events and promotions in the restaurant.隨時更新團隊成員與酒店其他部門的交流，了解酒店其他部門的活動，包括特殊活動，餐廳促銷等等。
43. To seek out and maximize departmental and hotel revenue opportunities.
尋找機會，增加酒店及部門的收入。
44. Being aware of potential highs and lows in the business.
能夠預(yù)見營業(yè)狀況的變化。
45. Creating and implementing sales promotions and team member incentives as per discussion with F&B? Manager.
經(jīng)過與餐飲部經(jīng)理商議之后，進行銷售促銷及員工獎勵活動。
46.? Assist F&B Manager with the preparation of the Events Brochure.
協(xié)助餐飲部經(jīng)理，準備促銷活動宣傳冊。
47. Identifying, communicating and actioning potential sales leads.
共同鑒定和溝通與潛在的銷售線索.
48. Creating an environment where “everyone sells”.
建立一個每個人都進行促銷的工作環(huán)境。
49. To supervise the financial performance of the department in line with the profit plan.
在盈利預(yù)算的基礎(chǔ)上對餐廳的財務(wù)進行管理。
50. Using key monitors and financial targets to evaluate the department’s performance and make future plans.
在餐廳運營表現(xiàn)及財務(wù)目標的基礎(chǔ)上,對餐廳的工作表現(xiàn)進行評估，制定未來發(fā)展計劃。
51. To complete regular financial and operating reports, as required or requested by the Food & Beverage Manager.
完成餐飲部經(jīng)理要求的財務(wù)報表及各種日常財務(wù)報表。
52. Forecasting potential revenues and costs.
能夠作出收入及成本預(yù)算。
53. Following company control procedures.
遵守酒店的各項財務(wù)制度。
54. Controlling costs without compromising standards.
堅決執(zhí)行各種成本制度。
55. Analyzing and explaining any financial variance against plan.
為團隊成員解釋分析財務(wù)計劃中的異常情況。
56. Set up and maintain the Leave plans for the Department.
制定部門休假計劃。
57. To assist with selecting, training, coaching and developing people to meet current and future needs of the department and the hotel.
根據(jù)酒店現(xiàn)狀及發(fā)展趨勢，選擇，培訓(xùn)，發(fā)展員工的技能以滿足酒店需要。
58. Understanding the quantity and quality of people needed to operate the department.
了解部門正常運轉(zhuǎn)所需要的人員及人員素質(zhì)。
59. Assist with carrying out selection interviews and making effective recruitment decisions.
輔助并進行高效的招聘工作。
60. Ensuring that the new recruits have all relevant information before commencing employment.保證應(yīng)聘人員在入職前得到一切相關(guān)信息。
61. Assist with planning and ensuring departmental orientation is carried out.
輔助制定并執(zhí)行部門入職培訓(xùn)計劃。
62. Ensuring that the Orientation Training Manual for each outlets is kept up-to-date.
確保部門的培訓(xùn)指南定期更新。
63. Ensuring Standard Training and assessment is carried out.
確定標準培訓(xùn)及評估的實施。
64. To ensure the health, safety and well being of customers and all team members.
確?？腿思皢T工的健康及安全。
65. Understanding relevant OH & S legislation & the implications on the operation of the department.
了解 職業(yè)健康和安全的各項規(guī)定，并熟悉其與日常經(jīng)營中的關(guān)系。
66. Communicating to the team their responsibilities within OH & S.
通過與員工交流使其了解 職業(yè)健康和安全規(guī)定的責(zé)任及義務(wù)。
67. Ensuring that safe and healthy working practices are implemented at all times.
確保所有安全及衛(wèi)生程序的執(zhí)行。
68. Ensuring that Hygiene Training is conducted at least once per year.
確保每年至少組織一次食品安全培訓(xùn)。
69. The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.
如有必要，該部門有權(quán)更改或補充該職位描述。
70. Carries out any other reasonable duties and responsibilities as assigned.
完成任何其他合理的職責(zé)和被指派的職責(zé)。
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崗位要求
1. 2-4? years in a managerial position in 4/5 Star category hotel
二至四年在四/五星級酒店的相關(guān)管理經(jīng)驗。
2. Good English skills (written & verbal).
良好的英語口譯及書寫能力。
3. Familiar with Computer operation.
精通計算機程序。
?4. 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.
具有積極合作的精神。以熱心的態(tài)度對待所有的工作， 并樂于利用一切機會學(xué)習(xí)技能以便于改進自己的工作的技巧。
5. To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
具有極強的應(yīng)變能力。靈活反應(yīng)并以積極的態(tài)面對需求更改的事情，包括任何工作要求的改變的。
6. To maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.
具有較強的團隊精神，通過合作及對同事工作的支持達到團隊的共同目標。
7.? Strong leadership and people management skills, added with good training skills.
強壯的領(lǐng)導(dǎo)和人員管理技能，附加培訓(xùn)技能。
8. Guest oriented and able to confidently build and exceed the service standards.
以客戶為導(dǎo)向，并能夠自信地建立和超過服務(wù)標準?。
9. Thorough knowledge of service, cost control in F&B, labor controls, beverage menu writing, maintenance, merchandising, computer and accountings.
具有徹底的關(guān)于服務(wù),勞動力控制, 飲料, 維修, 廣告, 電腦和財務(wù)方面的知識。
10. Strong interpersonal skills and attention to detail.
強壯的人際處理能力并關(guān)注細節(jié)。
11. Under the 9 competencies have key strengths in People Management Communication and Planning.
在九項能力資格認證中, 人員管理溝通和計劃安排為強項。
12. Thorough knowledge of restaurant operations including foods, beverages, supervisory aspects,
service techniques, and guest interaction.
了解并熟練掌握相關(guān)餐廳營業(yè)知識，包括餐廳的食品、酒水、管理方面、服務(wù)技能及與客人交流溝通。
13. Considerable skill in math [and algebraic equations] using percentages.
有數(shù)理知識。
14.? Ability to communicate in English, both orally 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.
有英語讀、說、寫能力，部分要求有能力、有技巧的去避免投訴、能收集準確的信息，解決問題。
15. Ability to work under pressure and deal with stressful situations during busy periods.
能有效抗壓并有效處理業(yè)務(wù)繁忙時的工作。
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