岗位职责
This position is concerned with the strategic management of the Restaurant, in line with prescribed Hilton Worldwide & Hilton Xi’an policies and procedures.
餐厅经理的职位是极具挑战性的工作，应遵守餐厅、本酒店及希尔顿国际酒店既定的政策原则和运作程序。
1. To maintain a high customer service focus by approaching your job with the customers always in mind.
在整个工作过程中，始终保持高度的客户服务意识。
2. To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
保持积极的工作态度，做好本职工作，并且主动解决问题，能够始终清晰的与客人或同事进行交流。
3. To contribute ideas and suggestions to enhance operational/environmental procedures in the Hotel.
能够提出对酒店的运作及环境有益的意见或建议。
4. To actively promote the service and facilities of the Hilton Hotels to guests and suppliers of the hotel.
能够积极的向客人及供应商推荐酒店的服务及设施。
5. To perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
在工作过程中能够做好本职工作，保证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.
建立一种每个员工都关注如何能为客人创造“一次特殊经历”，提供非凡客户服务的工作环境。
10. Actively seeking verbal feedback from customers and team member at each service period.
在服务期间积极收集客人及服务人员的反馈。
11. Agreeing and implementing actions to make improvements to customer service.
就如何改进对客服务采取相应的措施。
6.
Positively dealing with and learning from customer complaints and comments with follow up and feedback to the Food and Beverage Manager.
以积极的态度处理客人的投诉及建议，并把必要的信息反馈给餐饮部经理。
12. Making sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during meal periods each day.
在服务时间内以积极的态度，高效、准确的定位及满足客人要求及需要。
13. Be available to assist on duty in the Restaurant & Bars during any busy days or special events.
当餐厅或酒吧繁忙的时候提供必要的帮助。
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.
积极主动的为客人服务，满足客人任何合理要求，并且培训员工能够预见客人的需求。
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.
确保在对客服务指南，标准服务手册中的所有标准都能够在整个部门持续有效的贯彻。
16. Having detailed knowledge of all departmental Standards.
熟悉部门服务标准。
17. Being able to explain the standards to the team members and managers.
可以清楚的向其他员工解释服务标准。
18. Be able to assess team member performance against standards.
能够按照服务标准评估其他员工的工作表现。
19. Ensure that training on Departmental Standards is regularly conducted in the outlets.
确保日常部门的培训能够按照服务标准进行。
20. Monitoring Standards through regular Standards Review checks.
通过反复检查，督导服务标准的实施工作。
21. Developing action plans to address shortfalls in Standards and identifying shortfalls before they affect customer service.
针对工作中的不足制定计划，以避免影响对客服务质量。
22. Implementing and following though improvements identified.
针对于工作中的不足采取必要的行动。
23. To plan, priorities organize and control the day-to-day operation.
计划，确定优先次序，组织及控制每日餐厅的运营。
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).
制定每位员工的排班表及工作安排。（考虑内部活动，客人入住率， 特殊活动及产品促销等）
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.
有效的与前台及团队领队协调，尽可能的增加餐厅生意，与领队保持直接联系。
26. To describe, assign and delegate duties and authority for the operation of the Restaurant at all times.
分配， 指派，组织授权餐厅日常的经营工作。
27. Understanding what’s going on in other departments and implications for your owndepartment.
了解酒店其他部门的经营活动及其与自己部门的影响。
28. Planning ahead and ensuring adequate resources are available.
预先准备并确保各种经营设施设备的充足。
29. Managing the departmental operation and taking action where necessary to ensure smooth running and participating in service duties during service periods, where necessary.
有效管理部门运作，为保证服务及餐厅的正常运营采取必要的措施。
30. To co-ordinate with Engineering and Housekeeping Departments to ensure maintenance and cleanliness. Ensure follow-up procedures are maintained.
与客房部及工程部通力合作，保证部门设施的完好及清洁。
31. Ensuring the shift is reviewed and handovers and briefings are carried out.
确认每个班次之间做好总结，并与下个班次进行工作交接。
32. Maintaining in-depth technical knowledge and skills required for the job.
确保岗位所需知识的更新。
33. Maintain event and function histories to assist with returning events.
保留餐厅活动记录。
34. To establish good communication with the Kitchen team.
与厨房的员工建立良好的沟通渠道。
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.
协助餐饮部经理及行政总厨根据餐饮发展趋势，适当需求及销售情况进行餐厅菜单的修改。
36. To attend & participate in regular F&B, operational & roster meetings.
参加餐饮部例会。
37. To provide and communicate clear direction to the team.
为团队提供正确的信息渠道
38. Understanding the aims of the hotel and the department’s role in achieving it.
理解酒店的目标，清楚部门在完成目标过程中所扮演的角色。
39. Communicating aims to the team.
与团队沟通要达到的目标。
40. Setting and agreeing to departmental objectives for self and team.
制定团队及成员的目标。
41. Representing the needs of the team to others in the hotel.
代表团队与酒店的其他部门沟通。
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.随时更新团队成员与酒店其他部门的交流，了解酒店其他部门的活动，包括特殊活动，餐厅促销等等。
43. To seek out and maximize departmental and hotel revenue opportunities.
寻找机会，增加酒店及部门的收入。
44. Being aware of potential highs and lows in the business.
能够预见营业状况的变化。
45. Creating and implementing sales promotions and team member incentives as per discussion with F&B
Manager.
经过与餐饮部经理商议之后，进行销售促销及员工奖励活动。
46.
Assist F&B Manager with the preparation of the Events Brochure.
协助餐饮部经理，准备促销活动宣传册。
47. Identifying, communicating and actioning potential sales leads.
共同鉴定和沟通与潜在的销售线索.
48. Creating an environment where “everyone sells”.
建立一个每个人都进行促销的工作环境。
49. To supervise the financial performance of the department in line with the profit plan.
在盈利预算的基础上对餐厅的财务进行管理。
50. Using key monitors and financial targets to evaluate the department’s performance and make future plans.
在餐厅运营表现及财务目标的基础上,对餐厅的工作表现进行评估，制定未来发展计划。
51. To complete regular financial and operating reports, as required or requested by the Food & Beverage Manager.
完成餐饮部经理要求的财务报表及各种日常财务报表。
52. Forecasting potential revenues and costs.
能够作出收入及成本预算。
53. Following company control procedures.
遵守酒店的各项财务制度。
54. Controlling costs without compromising standards.
坚决执行各种成本制度。
55. Analyzing and explaining any financial variance against plan.
为团队成员解释分析财务计划中的异常情况。
56. Set up and maintain the Leave plans for the Department.
制定部门休假计划。
57. To assist with selecting, training, coaching and developing people to meet current and future needs of the department and the hotel.
根据酒店现状及发展趋势，选择，培训，发展员工的技能以满足酒店需要。
58. Understanding the quantity and quality of people needed to operate the department.
了解部门正常运转所需要的人员及人员素质。
59. Assist with carrying out selection interviews and making effective recruitment decisions.
辅助并进行高效的招聘工作。
60. Ensuring that the new recruits have all relevant information before commencing employment.保证应聘人员在入职前得到一切相关信息。
61. Assist with planning and ensuring departmental orientation is carried out.
辅助制定并执行部门入职培训计划。
62. Ensuring that the Orientation Training Manual for each outlets is kept up-to-date.
确保部门的培训指南定期更新。
63. Ensuring Standard Training and assessment is carried out.
确定标准培训及评估的实施。
64. To ensure the health, safety and well being of customers and all team members.
确保客人及员工的健康及安全。
65. Understanding relevant OH & S legislation & the implications on the operation of the department.
了解 职业健康和安全的各项规定，并熟悉其与日常经营中的关系。
66. Communicating to the team their responsibilities within OH & S.
通过与员工交流使其了解 职业健康和安全规定的责任及义务。
67. Ensuring that safe and healthy working practices are implemented at all times.
确保所有安全及卫生程序的执行。
68. Ensuring that Hygiene Training is conducted at least once per year.
确保每年至少组织一次食品安全培训。
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，该部门有权更改或补充该职位描述。
70. Carries out any other reasonable duties and responsibilities as assigned.
完成任何其他合理的职责和被指派的职责。
岗位要求
1. 2-4
years in a managerial position in 4/5 Star category hotel
二至四年在四/五星级酒店的相关管理经验。
2. Good English skills (written & verbal).
良好的英语口译及书写能力。
3. Familiar with Computer operation.
精通计算机程序。
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.
具有积极合作的精神。以热心的态度对待所有的工作， 并乐于利用一切机会学习技能以便于改进自己的工作的技巧。
5. To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
具有极强的应变能力。灵活反应并以积极的态面对需求更改的事情，包括任何工作要求的改变的。
6. To maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.
具有较强的团队精神，通过合作及对同事工作的支持达到团队的共同目标。
7.
Strong leadership and people management skills, added with good training skills.
强壮的领导和人员管理技能，附加培训技能。
8. Guest oriented and able to confidently build and exceed the service standards.
以客户为导向，并能够自信地建立和超过服务标准 。
9. Thorough knowledge of service, cost control in F&B, labor controls, beverage menu writing, maintenance, merchandising, computer and accountings.
具有彻底的关于服务,劳动力控制, 饮料, 维修, 广告, 电脑和财务方面的知识。
10. Strong interpersonal skills and attention to detail.
强壮的人际处理能力并关注细节。
11. Under the 9 competencies have key strengths in People Management Communication and Planning.
在九项能力资格认证中, 人员管理沟通和计划安排为强项。
12. Thorough knowledge of restaurant operations including foods, beverages, supervisory aspects,
service techniques, and guest interaction.
了解并熟练掌握相关餐厅营业知识，包括餐厅的食品、酒水、管理方面、服务技能及与客人交流沟通。
13. Considerable skill in math [and algebraic equations] using percentages.
有数理知识。
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.
有英语读、说、写能力，部分要求有能力、有技巧的去避免投诉、能收集准确的信息，解决问题。
15. Ability to work under pressure and deal with stressful situations during busy periods.
能有效抗压并有效处理业务繁忙时的工作。
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