營運管理
Operational
§ 根據(jù)順序，為客人點單并服務(wù)。
Take order and serve the guest according to the sequence.
§ 銷售產(chǎn)品。
Up-sell product.
§ 維持客用品并控制成本。
Maintain guest supplies and control the cost.
§ 下班時，確保飲料存貨正確。
Ensure beverage stock in the bar is correct.
§ 根據(jù)標準確保自助餐布置和服務(wù)。
Ensure buffet set up and service according to the standard.
§ 根據(jù)部門工作安排，確保服務(wù)的順暢。
Ensure smoothly service according to the task arranged.
§ 處理客人關(guān)于食品和酒水方面的要求以及疑問。
Handle enquiries and require in food and beverage.
§ 協(xié)助每月進行運營設(shè)備及營業(yè)用品盤點。
Assists in conducting monthly inventory checks on all operating equipment and supplies.
§ 負責在服務(wù)之前對員工進行指導。
Provide guidance before serving.
§ 具備充足的菜單知識，能夠向客人推薦和促銷餐飲產(chǎn)品。
Knowledgeable in food and beverage, Able to up-sell and recommend food and beverage.
§ 能夠?qū)π聠T工和實習生進行培訓。
Able to train the new coming staffs and trainees.
§ 與餐務(wù)部、客房部和工程部保持良好的溝通，確保餐廳的整潔和保養(yǎng)。
Maintain communication with stewarding, housekeeping and engineering, Ensure restaurant clean and well maintained.
§ 根據(jù)菜單為客人提供食品和飲料。
Provide food and beverage according to the menu.
§ 適應(yīng)餐飲部或酒店其他部門崗位的靈活調(diào)換。
Exchange the position flexible.
§ 始終提供高效、優(yōu)質(zhì)的服務(wù)。
Provide efficient and high quality service all the time.
§ 擺臺并根據(jù)不同的用餐時間調(diào)整擺臺。
Set up and tune over the table in the meal period.
§ 根據(jù)布草房建立的安排表，把臟的布草送到洗衣房并把干凈的拿回部門。
Change the linen according to the schedule.
§ 根據(jù)部門營運手冊的標準進行擺臺。
Set up tables according to the Department Operation Manual.
§ 收集所有食物和飲料的需求。
Collect the needs in food and beverage.
§ 在不忙的時候，疊餐巾。
Fold napkin when not busy.
§ 嚴格遵守餐廳的營業(yè)時間。
Strict in restaurant opening hours.
§ 始終確保服務(wù)臺、吧臺和周圍環(huán)境的干凈整潔。
Maintain bar area tidy and clean.
§ 嚴格控制客用品，減少損壞和浪費。
Strict in control guest supplies, Release breakage and waste.
§ 以禮貌、高效的方式，處理客人要求。
Handle guest require in a professional and efficiency manner.
§ 完全理解并嚴格執(zhí)行部門營運手冊。
Fully understand and strict in Department Operations Manual.
§ 根據(jù)工作計劃和部門培訓工序表處理所有工作。
All the work process according to the work plan and training task list.
§ 完全理解并應(yīng)用餐飲部寶典20條。
Fully understand F&B Top 20.
§ 完全理解并支持凱悅餐飲部愿景和使命。
Fully understand and support Hyatt F&B vision and mission.
送餐服務(wù)
Room Service
§ 在結(jié)束與客人的通話前，為客人點單并重復(fù)所點的內(nèi)容。
Repeat order before hang up the phone.
§ 確保按客人的要求正確點單。
Ensure order are correct.
§ 確保所有食物、酒水及時送到客人房間。
Ensure all the food and beverage delivering on time.
§ 嚴格遵守酒店政策和程序，特別是進入客房。
Strict in hotel policy and procedure, especially enter the guest room.
§ 確保不能進入有“請勿打擾”的客房。
Ensure never enter “DND” room.
§ 當被告知收餐具時，確保收走在客人房間或走廊的所有餐具。
Take away all the cutleries and chinaware form the guest room and corridor when informed.
§ 確保所有帳單的準確并在送餐時收回款項。
Ensure the check correct.
宴會
Banquet
§ 根據(jù)客人要求布置宴會、會議場地。
Set up function according to the guest request.
§ 確保所有會議的視頻設(shè)備都事先經(jīng)過測試。
Ensure all the AV equipment had been tested before function.
§ 確保將會議橫幅擺放在正確的地點/位置。
Ensure banner hanged up at correct position.
§ 將餐布和設(shè)備送入倉庫前，確保餐布和設(shè)備的干凈整潔。
Ensure equipment are cleaned before stored into store room.
§ 與客房部緊密合作，確保會議場地始終干凈整潔。
Work closely with housekeeping to ensure function tidy and clean.
§ 與工程部緊密合作，確保會議設(shè)備的正常運作。
Work closely with engineering, ensure meeting equipment working smooth.
收銀管理
Cashier Management
§ 執(zhí)行凱悅宴會會議服務(wù)標準
Always follow “Great Events = Hyatt” standards
§ 確保根據(jù)客人的消費項目打印帳單。
Ensure bill always according to the guest order.
§ 在帳單上顯示總金額。
Total amount always shows on the bill.
§ 為客人找零，提供現(xiàn)金支票及發(fā)票。
Provide cash check and invoice.
§ 確保記錄所有收入并準備報告。
Ensure all the income was record.
§ 讀出并記錄收銀機上的總數(shù)，禁止留現(xiàn)金在手上。
Check the total amount, never keep cash on hand.
§ 確保收入的準確并對這些款項做必要的描述。
Ensure income item all correct.
§ 檢查特殊支票。
Check the special check.
§ 確保當班時填寫每日記錄。
Ensure fill in the daily record when on duty.
§ 如客人取消預(yù)訂，可通過現(xiàn)金或信用卡為客人退款。
When the guest cancel order, we can pay back by cash or credit card.
§ 確保收到的現(xiàn)金為真鈔。
Ensure cash are real.
§ 確保客人的信用卡在有效期內(nèi)。
Ensure guest credit card in period of validity.
§ 嚴格遵守財務(wù)部關(guān)于收銀、現(xiàn)金處理的政策和程序。
Strict in the policy and procedure of cashier and cash.
行政
Administration
§ 維護部門日志。
Maintains the Daily Log Book.
§ 及時提交所有客人/員工的事故報告。
Report the guest/associate accident report.
§ 根據(jù)酒店”失物招領(lǐng)”程序處理所有“失物招領(lǐng)”物品。
Handle lost and found items according to the policy and procedure.
薪資與生產(chǎn)力管理
Payroll & Productivity Management
§ 通過在整個部門內(nèi)建立靈活的員工編制，實施高效的薪資管理/資源分配。這將依據(jù)一個靈活的員工基數(shù)（全職員工及臨時工）、多技能及多任務(wù)的原則。
Exercises efficient Payroll Management/ Resource allocation through the establishment of a flexible workforce throughout the Division. This will be based on the principles of a flexible associate base (Full Time & Part Time associates), multi-skilling and multi-tasking.
§ 指導下屬確保生產(chǎn)力水平滿足凱悅酒店集團餐飲部運營手冊的要求。
Directs subordinates to ensure productivity meets the Hyatt Hotels Corporation Food and Beverage Operations Manual requirements.
§ 關(guān)注改進生產(chǎn)力水平及在可接受的指引下謹慎管理用品/薪資，確保所有設(shè)備的優(yōu)化部署和高效能。
Focuses attention on improving productivity levels and the need to prudently manage utility/ payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.
§ 確保使用新技術(shù)和新設(shè)備以提高生產(chǎn)力。
Ensures new technology & equipment are embraced as to improve productivity.
§ 通過“靈活處理工作”（適當情況下）和簡化工作流程，來回顧和不斷探索所有員工的生產(chǎn)力水平改善。
Reviews and constantly seeks Productivity level improvements of all associates through the process of “taking work out of the system” (when appropriate) and through streamlining of work process.
人員管理
People Management
§ 給具備能力和資源的員工委派適當?shù)墓ぷ骱拓熑?，在培養(yǎng)和發(fā)展員工的同時確保營運標準和安全。
Delegates appropriately duties and responsibilities to equipped and resourced associates, nurturing and developing them whilst ensuring standards of operation and safety are maintained.
§ 通過參與管理，根據(jù)酒店制度和程序以及相關(guān)適用法律，對所有餐飲部員工進行緊密督導。
Through hands on management, supervises closely all Food and Beverage Service associates in the performance of their duties in accordance with policies & procedures and applicable laws.
§ 擁護和支持酒店的培訓精神和以人為本的管理哲學，并和進修及培訓發(fā)展部經(jīng)理、餐廳經(jīng)理密切合作培養(yǎng)和發(fā)展員工。
Instils and supports the Training initiatives and philosophies of the company and works closely with the Learning and Development Manager and Outlet Manager to develop a team of multi-skill associates.
§ 發(fā)展及協(xié)助針對提高技能和知識的培訓活動。
Develops and assists with training activities focused on improving skills and knowledge.
§ 確保員工完全理解酒店的規(guī)章制度并遵照執(zhí)行。
Ensures associates have a complete understanding of rules and regulations, and that behaviour complies.
§ 監(jiān)督員工士氣并提供工作表現(xiàn)及發(fā)展的反饋。
Monitors associate morale and provides mechanism for performance feedback and development.
§ 進行員工年度表現(xiàn)發(fā)展評估，提供真實和準確的回饋。
Assists in conducting the annual Performance Appraisals providing honest and appropriate feedback.
§ 將指導原則和核心價值有效地傳達給所有層級的員工。
Effectively communicates guiding principles and core values to all levels of associates.
總則
General
§ 按要求出席所有會議并作出貢獻。
Attends and contributes to all meetings as required.
§ 確保部門的服務(wù)一貫按照部門營運手冊的標準，高效、一致和禮貌的完成。
Ensures services provided by the department are always available and are always carried out to define Standard with the utmost efficiency, consistency and courtesy as detailed in the Department Operation Manual.
§ 確保始終提供禮貌和專業(yè)的服務(wù)。
Ensures provide courteous and professional service at all times.
§ 保持對酒店產(chǎn)品知識、當前推廣、政策改變的最新了解及保持高效的內(nèi)部溝通。
Maintain an up-to-date awareness of hotel product knowledge, current promotion, policy changes and appropriate internal communication.
§ 按時參加酒店及部門的培訓，以提高技能和知識。
Attend the training on time to improve skill and knowledge.
§ 禮貌而高效的處理客人和員工詢問，對不能立即解決的投訴和問題進行匯報
Handles guest and associate enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found.
§ 確保高標準的個人形象和儀容儀表。
Ensures high standards of personal presentation & grooming.
§ 與客人和同事保持基于良好工作關(guān)系的接觸。
Maintains positive guest and colleague interactions with good working relationships.
§ 根據(jù)酒店、行業(yè)和公司的指引，回應(yīng)需求、改變，執(zhí)行任何合理的任務(wù)及額外職責。
Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the hotel, industry and company.
