【職位描述】
希爾頓擁有18大卓越酒店品牌在全球100多個(gè)國家和地區(qū)直接管理、特許經(jīng)營、持有以及租賃。除了我們旗艦品牌希爾頓酒店及度假村還包括：華爾道夫酒店及度假村、LXR、康萊德酒店及度假村、希爾頓嘉悅里酒店、Signia、格芮希爾頓精選酒店、希爾頓逸林酒店及度假村、Tapestry Collection by Hilton、希爾頓尊盛酒店、Tempo、 Motto、希爾頓花園酒店、希爾頓歡朋酒店、Tru by Hilton、希爾頓欣庭酒店、希爾頓惠庭酒店和希爾頓分時(shí)度假俱樂部。在亞太，我們已有300多家在營和接近500家在開發(fā)的酒店。
職位陳述
餐廳主管的職位要求能夠提供專業(yè)快捷的服務(wù)。通過成及庫存控制來獲得計(jì)劃盈利。直接督導(dǎo)員工的工作，通過遵守餐廳和 本酒店的規(guī)章制度以確保為客人提供符合 標(biāo)準(zhǔn)的完美服務(wù)。
我的具體職責(zé)是什么??
作為餐廳主管，您將應(yīng)以最高標(biāo)準(zhǔn)完成以下任務(wù)：
·?在整個(gè)工作過程中，始終保持高度的客戶服務(wù)意識(shí)。
·?保持積極的工作態(tài)度，做好本職工作，并且主動(dòng)解決問題，能夠始終清晰的與客人或同事進(jìn)行交流。
·?能夠提出對(duì)酒店的運(yùn)作及環(huán)境有益的意見或建議。
·?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。
·?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。
·?熟悉掌握菜單及飲料單上的內(nèi)容，并可以詳細(xì)的給客人做出解釋。
·?了解健康食品的要求，并可以給出適當(dāng)?shù)慕ㄗh。
·?與經(jīng)理商討，并做到如何提高對(duì)客服務(wù)意識(shí)，達(dá)成一致標(biāo)準(zhǔn)并采取相應(yīng)的行動(dòng)。
·?能夠達(dá)到產(chǎn)品知識(shí)的要求。
·?可以根據(jù)客人不同的國籍推薦菜單上的食品。
·?了解其他餐廳的菜肴，以便向客人推薦。
·?熟悉所有餐廳及酒店其他部門的營業(yè)時(shí)間。
·?可以向客人推薦其它具有吸引力的餐廳或場(chǎng)所。
·?在工作中隨時(shí)檢查員工的產(chǎn)品知識(shí)。
·?遵守服務(wù)程序，保證餐廳的各個(gè)區(qū)域都符合早餐、午餐及晚餐的服務(wù)標(biāo)準(zhǔn)。其中包括收銀臺(tái)的準(zhǔn)備工作，及和廚師交流，餐廳預(yù)定的詳細(xì)情況。
·?檢查餐廳當(dāng)天預(yù)定，保證員工能夠按照預(yù)定準(zhǔn)備及正確擺臺(tái)，做好相應(yīng)的準(zhǔn)備，并能致電確認(rèn)預(yù)定。
·?在必要的時(shí)候協(xié)助酒吧及廚房的同事，并完成經(jīng)理交代的任務(wù)。
·?確保所有員工提前了解換班的詳細(xì)安排。
·?完成賬單檢查表以準(zhǔn)備餐廳服務(wù)。
·?微笑服務(wù)，協(xié)助顧客就座、掛外套及背包等，并做自我介紹。
·?保證客人都被引領(lǐng)入座并詢問他們喜歡吸煙區(qū)或非吸煙區(qū)。
·?滿足客人的各項(xiàng)要求，如不能立即回答客人的問題請(qǐng)與經(jīng)理聯(lián)系。
·?確保所有服務(wù)都符合標(biāo)準(zhǔn)。
·?確保所有區(qū)域與開始用餐時(shí)一樣整潔。
·?在生意變化的基礎(chǔ)上調(diào)整員工排班，做任何變化要確保餐飲部服務(wù)質(zhì)量及預(yù)算。
·?控制每個(gè)人員的分配，以確保顧客的期望得到滿足而達(dá)到預(yù)期的人員成本。
·?協(xié)助餐廳經(jīng)理進(jìn)行就職培訓(xùn)，及在職培訓(xùn)。
·?為提高員工的工作技能及自信心，在每個(gè)班次的工作之后總結(jié)他們的工作表現(xiàn)。
·?通過體現(xiàn)自身的專業(yè)素質(zhì)，為餐廳的其他員工樹立良好榜樣。
·?確保每個(gè)班次的回顧，交接班及例會(huì)的召開。
·?如有必要，該部門有權(quán)更改或補(bǔ)充該職位描述。
·?完成任何其他合理的職責(zé)和被指派的職責(zé)。
With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
The Outlet Supervisor is concerned with the efficient and professional service of food and beverages within the restaurant, ensuring that the restaurant returns a budgeted profit through tight cost and stock control. This role directly supervises team members while ensuring that all guests receive optimum service in accordance with the standards, policies and procedures of Hilton.
What will I be doing?
As the Outlet Supervisor, you will be responsible for performing the following tasks to the highest standards:
? Maintain a high customer service focus by approaching your job with the customers always in mind.
? Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
? Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
? Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
? Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
? Confidently know the food and beverage menu contents and explain them in detail to guests.
? Understand dietary requirements and offer appropriate suggestions.
? In consultation with the Manager, agree and implement actions to make improvements to customer service.
? Complete the checklist in product knowledge.
? Make suggestions on the menu that might suit guests of different nationalities.
? Familiarize with menu items of all other outlets to recommend guests to other outlets.
? Confidently know the opening hours of all restaurants and hotel outlets.
? Able to recommend other restaurants and city attractions to hotel guests.
? Actively check team members’ product knowledge on each shift.
? Undertake steps / processes to ensure that all areas of the restaurant are set to the standards required for breakfast, lunch and dinner, including the checking of the cashier desk set-up and communicating with the Chefs on any details for the shift and number of reservations for the day.
? Check reservations for the day, ensuring that the restaurant and team members have tables ready and large bookings have been confirmed by phone.
? Assist bartenders and kitchen team members where required and carry out any reasonable duties requested by the Manager.
? Ensure that all team members are briefed for the details of the shift ahead.
? Complete the checklist on preparing the restaurant for service.
? Greet guests with a smile, offer assistance with coats, bags, etc., and introduce yourself.
? Escort guests to a table and ask if they would prefer a smoking or non-smoking table.
? Follow-up on any guest questions or queries immediately and if you don’t have the answer, check with your Manager.
? Ensure that all service procedures are carried out to the standards required.
? Make sure that all areas are cleaned and maintained in accordance with operating procedure.
? Supervise the restaurant roster on a daily basis and ensure it is in line with the changing business levels, making any changes in order to achieve the F&B team 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 restaurant managers with training all team members for the ‘induction training’ and ‘on the job training’.
? Offer team members constructive feedback about their performance after every shift in an aim to develop their skills and confidence.
? Provide leadership and direction for all team members while on duty by offering professional skills and leading by example.
? Ensure that the shift is reviewed, handovers and briefings are carried out.
? Carry out any other reasonable duties and responsibilities as assigned.
? The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
【任職要求】
我們尋找什么樣的人才?
希爾頓餐廳主管職位始終要以賓客的利益為重并與其他團(tuán)隊(duì)成員密切合作。若要成功地應(yīng)聘這一職位，您的態(tài)度、行為、技能和價(jià)值觀應(yīng)符合下列標(biāo)準(zhǔn):
·?二至四年在四/五星級(jí)酒店的相關(guān)管理經(jīng)驗(yàn)。
·?良好的英語口譯及書寫能力。
·?具有積極合作的精神。以熱心的態(tài)度對(duì)待所有的工作， 并樂于利用一切機(jī)會(huì)學(xué)習(xí)技能以便于改進(jìn)自己的工作的技巧。
·?具有極強(qiáng)的應(yīng)變能力。靈活反應(yīng)并以積極的態(tài)面對(duì)需求更改的事情，包括任何工作要求的改變的。
·?具有較強(qiáng)的團(tuán)隊(duì)精神，通過合作及對(duì)同事工作的支持達(dá)到團(tuán)隊(duì)的共同目標(biāo)。
·?領(lǐng)導(dǎo)技能及培訓(xùn)技巧。
·?外向性格、可以長時(shí)間的工作。
服務(wù)于希爾頓將會(huì)如何？
希爾頓全球是國際最具知名度的酒店管理公司之一，其下品牌包括從豪華的全面服務(wù)酒店，度假村到公寓式酒店以及中端酒店等。近一個(gè)世紀(jì)，希爾頓全球致力于通過全球品牌. 延續(xù)為全球客戶提供優(yōu)質(zhì)服務(wù)的傳統(tǒng)，堅(jiān)持為商務(wù)和休閑旅游人士提供最優(yōu)質(zhì)的客房、服務(wù)、產(chǎn)品和品牌價(jià)值。我們的愿景“讓世界充滿陽光，讓大家都感受到熱情的溫暖 –讓世界充滿陽光，讓大家都感受到熱情的溫暖，提供與眾不同的卓越體驗(yàn)，讓每位賓客在每家酒店的每次住宿都倍感滿意” 團(tuán)結(jié)我們作為一個(gè)團(tuán)隊(duì)每天都在世界各地創(chuàng)造非凡的酒店體驗(yàn)。同時(shí)，我們的驚人的團(tuán)隊(duì)成員的是希爾頓的核心所在！
What are we looking for?
An Outlet Supervisor serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
? 2-4 years managerial position in a 4 / 5-star category hotel.
? Good English skills, both verbal and written to meet business needs.
? Motivated and committed, approaching all tasks with enthusiasm and seize opportunities to learn new skills or knowledge in order to improve personal performance.
? Flexible and responds quickly and positively to changing requirements including the performance of any tasks requested of you.
? Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
? Strong leadership and training skills.
? Outgoing personality and willing to work for long hours.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
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