MAJOR RESPONSIBILIES 責任概要 :
Leading the hotel’s food and beverage operation, including Restaurants/Bars, Room Service and Banquets/Catering. Position oversees the development and implementation of divisional strategies and ensures implementation of the brand service strategy and brand initiatives.
The position ensures the food and beverage operation meets the brand’s target customer needs, ensures associate satisfaction, focuses on growing revenues and maximizes the financial performance of the division.
Delivers products and services to meet or exceed the needs and expectations of the target customer and property associates and provides a return on investment to the owner and Marriott International.
管理酒店内餐饮部日常运作,并包含餐厅/酒吧,送餐服务和宴会/宴会销售. 在其职位应监督属下有效地提高和完成. 其职位要保证餐饮部内日常宾客的需求, 保证员工的满意度, 关注提高收益和财务状况. 超越其当时的需求并预期宾客的目标将投资回报给业主和万豪国际集团。
SPECIFIC DUTIES 工作任務 :
Operations/Property Management 业务管理
l Works with direct reports to develop promotions, food and wine pairings, menu items and presentations.
l 直接参与到部门的促销活动, 食物, 酒类, 以及菜单的陈列。
l Creates an atmosphere in all food and beverage areas that meets or exceeds guest expectation.
l 创造良好的用餐环境从而超越宾客的预期值。
l Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).
l 确保酒店的规章制度管理公平并具一致, 所有的书面文本文件都依据当地编制的规章标准进行。
l Conducts annual performance appraisals with direct reports according to Standard Operating Procedures.
l 依据当地编制的规章标准给予年度鉴定结果。
l Develops a food and beverage operating strategy that is aligned with the brand’s business strategy and leads its execution.
l 在品牌商业战略的情况下提高餐饮日常运作。
l Ensures that regular, on-going communication occurs in all areas of food and beverage (e.g., pre-meal briefings, staff meetings, culinary team).
l 确保日常进行的和正进行的工作在所有的餐饮部区域内每天运作 (列如: 每日例会, 员工会议和烹饪团队)。
l Works with direct reports to review business in house and potential business in surrounding area and troubleshoot potential challenges/conflicts.
l 时常回顾部门内营运状况并挖掘周边有潜力的商业发展机会。
l Reviews staffing levels to ensure that guest service and operational needs are met.
l 时常关心员工的层次,对其进行分析才能确保宾客能得到最优质的服务。
l Communicates and executes departmental and hotel emergency procedures.
l 沟通并实施部门和酒店内的应急措施。
l Provides feedback to associates based on observation of service behaviours.
l 在显而易见的服务行为中将其反馈给你的员工。
l Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
l 回顾宾客意见卡, 宾客满意指数报表.作为提升自我服务的一种途径。
l Hires food & beverage leadership team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation.
l 雇用在餐饮宴会方面有较强服务经验的人员, 能在今后的商业机遇中起到关键作用。
l Ensures new hires participate in the department’s orientation program and receive the appropriate new hire training to successfully perform their job.
l 确保新加入部门的员工都参加过相应的入职培训, 这样才能更完成出色完成今后的工作。
l Utilizes associate feedback and an “open door” policy to identify and address associate problems or concerns in a timely manner.
l 对你的员工实施“开门政策”并有时段性的反馈给员工。
l Reviews financial reports and statements to determine how Food and Beverage is performing against budget.
l 时常回顾财务报表并决心达到预期的预算。
l Ensures cash control and liquor control policies are in place in food & beverage areas and followed by all related associates.
l 确保所有相应的员工知道现金控制和烈酒控制的规定。
l
Ensures integration of departmental goals.
l 确保完成部门内部目标。
l Establishes guidelines so associates understand expectations and parameters.
l 设立统一方针能让员工清楚地明白预期值和其中的变数。
l Ensures associates receive on-going training to understand guest expectations.
l 确保员工每次都能按时收到进行中的培训资料从而明白宾客的需求。
l Strives to improve service performance.
l 努力提高服务质量。
l Communicates critical information gained from pre- and post-convention meetings to areas of responsibility.
l 信息交流和相关区域内的信息传送。
l Estimate food, liquor, wine, and other beverage consumption in order to anticipate amounts to be purchased or requisitioned.
l 控制食品，烈酒，酒类和其他饮料的用量从而能更好控制以后每次的采购数量。
l Order and purchase equipment and supplies.
l 采购并定购设备和其他材料。
l Performs other duties as assigned to meet business needs.
l 制定日程计划，安排商业会面。
Guest Satisfaction宾客满意度
l Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
l 积极展现待客殷勤,优良的宾客服务和积极向上的氛围。
l Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints.
l 虚心接受客人提出的反馈便于我们提升服务质量,并有效的对客人提出的问题和投诉进行反馈。
l Empowers associates to provide excellent customer service.
Establishes guidelines so associates understand expectations and parameters.
Ensures associates receive on-going training to understand guest expectations.
l 允许员工展示出众的服务技巧.建造方针使员工明白预期和变数.保证员工接受最新的培训使他们明白客人所期望的服务。
l Observes service behaviours of associates and provides feedback to individuals and or managers; continuously strives to improve service performance.
l 注意到员工的服务行为并提供反馈费每个人或是经理,不断的努力才能提升服务形象。
l Reviews comment cards, guest satisfaction results and other data to identify areas of improvement; reviews findings with associates to develop appropriate correction action, shares plans with hotel leadership and ensures corrective action is taken to continuously improve results.
l 回顾意见卡,客人满意度和其他的日常反馈资料建立统一的提高范畴;回顾已经发生的事件来找寻正确适合的决定,和酒店其他领导人一同分担计划确保在合适正确的方式下进行并提高总体成绩。
l Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
l 将客人满意度也作为每日例会分享的一部分。
l Meets with guests on an informal basis during meals or upon departure to obtain feedback on quality of food and beverage, service levels and overall satisfaction.
l 通过和客人接触而获得对于餐饮服务上的质量反馈，服务层次和总体满意度。
l Attends pre- and post-convention meetings to understand group needs, set appropriate expectations and gather critical information to communicate to areas of responsibility.
l 参加预备会议和商讨会议得知团队客人的需求，设定合适的需求并告知相应的负责区域。
l Owns and drives brand standards in all outlets.
l 每个餐厅必须实行万豪标准程序。
HUMAN RESOURCES人力资源
l Interviews and hires management and hourly associates with the appropriate skills to meet the business needs of the operation.
l 通过面试获取有相应才能的员工能在今后的工作中起到作用。
l Develops implements and maintains a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job.
l 对新进的员工进行合理有效的入职培训为他们能在今后的工作中出色的完成工作。
l Uses all available on the job training tools for associates.
l 使用现有工作中所有可以使用的工具对员工进行培训。
l Conducts hourly associate performance appraisals according to Standard Operating Procedures.
l 在标准营运程序的基础上对员工的表现进行评定。
l Manages associate progressive discipline procedures for areas of responsibility.
Ensures hotel policies are administered fairly and consistently.
Ensures disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).
l 管理员工在其负责的区域中要负责,保证酒店内的规章制度分配的公平并一致性.确保所有的书面作业都按照。
l Ensures on-going communication is happening in all areas of responsibility to create awareness of business objectives and communicates expectations, recognizes performance and produces desired business results.
l 确保所有正在的信息可以正确无误的传达到每个相应负责的区域中,并预期达到渴望的商业结果。
l Celebrates successes and publicly recognizes the contributions of team members; ensures recognition is taking place across areas of responsibility.
Maintains an on-going associate recognition program.
l 积极鼓励员工，对其进行认可。维护正运行中的员工进行项目。
l Ensures self and direct report managers attend appropriate core training classes.
l 确保自身和直接汇报的经理积极参加适合的课程培训。
Sales and Revenue Management 销售和收益管理
l Implements new concepts and promotions for the western restaurant outlets, Lobby Lounge, Room Service and Man Ho.
l 实行对西餐厅，大堂吧，送餐服务和中餐厅翻新主题并有新的促销活动。
l Develops and critiques marketing activities in accordance with the overall marketing plan for each outlet.
l 根据每个销售渠道的总体营销计划开发和评论营销活动。
l Maximizes revenue opportunities through competitive pricing of food & beverage products and services.
l 最大的收入机会是通过餐饮产品和服务间的竞争。
l Develops and implements incentive programs for staff to maximize revenue and encourage goal attainment for all areas.
l 提高和履行激励项目给员工，达到最大限度的收益值并鼓励所有区域。
Financial Management财务管理
l Manages areas of operation to budget by reviewing operating statements, budget worksheets and payroll progress reports.
l 要对营运部门的日常运作进行跟进，并包括预算工作表和支出表。
l Manages department's controllable expenses to achieve or exceed budgeted goals.
l 管理部门控制的收益并达到预期的目标。
l Prepares monthly P&L critiques.
l 准备每月“收入和亏损”报表的解释说明。
l Understands the impact of department's operation on the overall hotel financial goals; educates staff on details as appropriate.
l 应该清楚的知道部门的日常营运会直接影响到酒店的财务目标，对员工进行详细的教育和说明。
l Ensures cash control and liquor control procedures are followed by all western restaurants, Lobby Lounge, and Room Service and Man Ho associates.
l 确保所有的西餐厅员工，大堂吧，送餐服务部和中餐厅的员工执行现金控制和烈酒控制的相关程序。
Other其他
l Performs other duties as assigned to meet business needs.
l 安排好日常商务会面行程。
JOB SPECIFICATION职位要求:
Experience工作经验
l
Food and Beverage "front of the house" management experience with demonstrated leadership.
l 有“前台（直接面对客人的）”管理经验。
Skills and Knowledge 技能和知识
l
Extensive knowledge of Restaurant, Bar/Lounge and Room Service operational procedures.
l 拥有餐厅,酒吧/酒廊和送餐服务营运个方面的广泛知识。
l Knowledge of basic food handling and sanitation standards.
l 拥有基本的食品知识和食品消毒标准知识。
l Knowledge of liquor control procedures.
l 拥有烈酒控制的知识。
l Knowledge of restaurant and room service equipment and routine maintenance needs.
l 拥有餐厅和送餐服务部内设备方面和例行维修需要的知识。
l Effective influence skills.
l 有效地感染力技巧。
l Effective decision making skills.
l 有效的决策力。
l Strong problem-solving skills.
l 较强地处理事务技巧。
l Strong communication skills (verbal, listening, writing).
l 较强地沟通能力技巧(口头,听和写)。
l Financial management skills e.g., ability to analyze P&L statements, develop operating budgets,
l forecasting and capital expenditure planning.
l 财务知识技能,例如:亏损和收益报表,提高预算,预期和观望支出计划。
l Ability to execute against the established Food & Beverage operations strategy; drive results.
l 有能力执行并设立餐饮部营运方面的策略;提高收益。
l Ability to acquire and maintain relationships e.g., associates, customers, vendors.
l 有能力获得并维护日常的联系,比如:和员工间,客人间,供货商之间。
l Ability to work well in stressful and high pressure situations.
l 有能力在高压力的形势下出色完成工作。
l Knowledge of overall hotel operations as they affect restaurant and related areas.
l 拥有整体酒店营运方面的知识并带动到餐厅和其他相关区域。
l Good negotiation skills.
l 良好的谈判技巧。
l Ability to effectively manage labor productivity.
l 有能力安排适合地人员编制。
l Good presentation and platform skills.
l 良好的展现力和演讲技巧。
l Strong customer and associate relation skills.
l 较强的宾客与员工之间的沟通技巧。
l Strong organization skills.
l 较强的组织能力。
l Effective conflict management skills.
l 有效地处理管理冲突间的技巧。
l Effective change management skills.
l 有效地管理转换技巧。
l Good training/facilitator skills.
l 良好的培训/简易的技巧。
l Knowledge of purchasing, inventory controls, supplies, and equipment.
l
在采购,盘点控制,原料供给和设施设备方面的知识。
l Retail merchandising skills for Gourmet 360.
l 有零售店方面的经销知识。
l Knowledge of governmental regulations and safety standards.
有政府规则和食品安全标准方面的知识。
Education or Certification教育程度和相关证书
l High School Diploma or equivalent required; Bachelor’s Degree preferred.
l 高等学校或相等学历要求,学士学位者优先。
l Hospitality Management Degree beneficial.
l 有相关酒店管理方面的职位要求。
l Certifications as required to comply with local, state and health codes.
l 所有相关证书需符合当地法律,实时和健康要求。
立即沟通
