Banquet Operation Manager宴会运营经理(储备)

To
achieve departmental goals, in terms of Guest Satisfaction, financial
targets, training and high employee morale.
实现本部门在客人满意率、利润收入指标、提高员工士气等方面为达到目标。
1. Food & Beverage Department
餐饮部
1.1 Venue operation
餐厅运作
·
Assist with the development
of Standards & Procedures, in keeping with the hotel policies and
procedures
协助按照饭店的标准程序制定服务标准及规则
·
Ensure all the staff
to carry out the task according to the S&P
确保员工按照标准与程序完成任务
·
Complies with the
hotel specific, guidelines of Guests Satisfaction Index. The incumbent will
initiate systems and procedures to meet and if possible exceed guest’s
expectations
遵守饭店的规章制度及令客人满意计划，推广相关系统的程序知识以尽可能的超越客人期望
·
Assist with the
management of venue service
协助管理餐厅服务
·
Assist with the
management of cash handling procedures and banking procedures
协助管理现金的兑付和每日的结帐工作
·
Oversee the
preparation of daily banking and cash flow reports
监督每日财务报告
·
Instruct associates in
credit policies and facilities
指导员工了解信用政策和设备
·
Instruct associates in
cash security procedures
指导员工了解现金安全兑换程序
·
Manage the maintenance
of equipment
负责设备的维护
·
Monitor standards of
guest facilities and services
监督客用设施和对客服务的标准
·
Control stock and
monitor stock security procedures
控制存货并监督存货安全程序
·
Take part in menu and
wine list creation
参与菜单和酒单的创造
2. Management/strategic planning
管理/战备计划
2.1 Assist in Strategic Planning and Development
协助制定和开发战略计划
·
Take part in the
preparation and planning and department/unit/venue goals and objectives.
参与准备和制定部门/单元/服务点的目标
·
Access sales and marketing
data.
参与准备战略计划和经营计划
·
Determining a
purchasing plan, according to the financial budget of the venue.
根据经营情况，制定每年和每月预算
·
Determining optimum
associates, product, stock and equipment levels, in relation to business
needs, keeping in mind the various seasonal periods of business.
根据生意需求及淡、旺季情况决定运作设备
2.2 Assist with the Planning and implementation of Sales & Marketing
Strategies for venue.
协助市场营销战略的计划和实施
·
Assist with the
preparation of sales and marketing plans
协助准备市场营销计划
·
Assist with the
development of new products and services
协助发展新产品和服务
·
Assist with the
development of marketing. Strategies
协助发展营销战略
·
Assist with the
evaluation of sales and marketing activities
协助评价市场营销活动
2.3 Consider Economic Relevant to the Department
考虑与部门相关的经济因素的资料
·
Take into account external
economic issues when planning and making decisions
在制定计划和决策时考虑外部经济因素
·
Anticipate economic
business level fluctuations
预测经济波动水平
·
Monitor information
and trends in the industry
解释经济数据
·
Interpret economic
data
在经营中考虑政治和社会影响
2.4 Quality Management Systems
质量管理系统
·
Monitor the
implementation of quality management systems
监督质量管理系统的实施
2.5 Consider Tourism Issues Relevant to the Department
考虑与部门相关的旅游事件
·
Consider political and
social influences on business
在做计划和决策时考虑旅游事件
·
Analyze tourism data
分析旅游数据
·
Liaise with relevant
parties
与相关团体保持联系
·
Identify major
environmental quality management systems
确认质量管理系统的大环境
3. Finance Management
财务管理
3.1 POS. systems (Captain orders, shift change control of cash)
收银系统、现金、点菜单的管理
·
Control and check
daily operation of all POS. systems
每天检查收银机工作系统
·
Ensure that all Cash
floats and all systems are as per the P&P of the accounting department
保证所有现金收入和收银系统按照标准和程序操作
·
Ensure that all Checks
are posted accurately to the appropriate codes and departments
确保所有帐单输入、打印正确
·
All canceled dockets are
to be summarized on the void and canceled summary and signed
确保取消帐单、点菜单必须由餐厅经理签字和注明原因
·
Account for all
dockets used list out all docket control form and all unused docket
检查使用和没使用的点菜单和帐单
·
Conduct
readings/report on the Micros machine at the start and end of the shift.
指导怎样读和作收银系统开启、关机报告
3.2 Financial Matters
日常财务管理
·
Assist in the preparation
and monitoring the accounts of the unit/ venue
协助准备和监督单元/小组的账务
·
Assist in the preparation
and management of the unit/ venue budgets
协助准备和管理单元/小组的预算
·
Monitor, analyze and
report variations from the budget
控制、分析和报告预算的变动
·
Assist with the preparation
of performance reports for the unit/ venue
协助准备单元/小组表现报告
·
Assist with the ratio
analysis
协助进行和解释比率分析
·
Assist with analysis
of the trend data
协助分析趋势性数据
·
Contribute to pricing
decisions
为制定价格决策作贡献
·
Analyze sales mix
分析销售结构
4. Purchasing/Stock
采购/存货
4.1 Manage Purchasing & Stock Control in conjunction with the Manager
管理采购/存货控制与采购经理/餐饮总监配合
4.2 Stock Control
存货控制
·
Handle and store stock
according to stock control procedures
按照存货控制程序处理和储存存货
5. Human Resources
人力资源
5.1 Training:
培训
·
Training, development
and rostering of associates.
培训、发展和管理员工
·
Determining and
implementing on going training needs for associates at different levels.
根据员工实际情况实行因材施教的培训
5.2 Manage Work Operations
操作管理
·
Coordinate work
operations within the department/ unit/ venue
在部门/单元/服务点内进行协调
·
Develop performance
standards for operations in the department/ unit/ venue
建立部门/单元/服务点的实际工作水平
·
Assess work operations
and prepare plans to implement change when required
评估工作表现，并在必要时制定调整计划
·
Coordinate between
other departments/ units
与其它部门/单元间运转协调
·
Monitor productivity
of the unit
监督单元工作效率
5.3 Industrial relations
公共关系
·
Prevent and resolve
grievances
避免和调解报怨
·
Counsel associates and
prevent work related problems
与员工沟通避免与工作相关的矛盾
·
Resolve disputes
解决争端
·
Discipline associates
约束员工遵守纪律
5.4 Staff Management
员工管理
·
Determine and plan for
future staffing needs
明确和制定本部门各岗位所需人员的编制计划
·
Assist in Recruiting associates
协助招聘员工
·
Prepare associates
rosters
准备员工花名册
·
Facilitate multi-skill
ensuring maximum flexibility of associates rotation to busy areas all
exercised
鼓励员工掌握多技能以保证员工在工作繁忙时最大的工作适应性
·
Maintain up-to-date associates
records
维护现有员工记录
·
Customize position
profiles for your area of responsibility using the Human Resources Management
System
使用“人力资源管理系统”制定所在责任区内的各岗位描述
·
Manage staff training
and development using Human Resources Management System
使用“人力资源管理系统”来管理员工培训和发展
·
Assist with the
planning and delivery of department orientation programs
协助计划和实施入店教育
·
Implement associates
performance appraisals
进行员工表现评估
·
Carry out exit
interviews
实施员工离职面谈
5.5 Supervise Associates
管理员工
·
Provide ongoing advice
and support to associates under supervision
给予所管辖的员工以不断的建议和支持
·
Supervise associates
performance
指导员工表现
·
Implement appropriate
management practices that provide associates motivation and communication
实施合适的管理方式给予员工动力和沟通
5.6 Instruct Associates
一对一指导员工
·
Provide one to one
instruction to associates when required
必要时对员工进行个别面对面指导
6. Menu Knowledge
菜单、酒水知识
6.1 Menu
菜单
·
Good command of food
product and menu knowledge.
熟悉餐饮资识和宴会厅菜单
·
Good knowledge &
understanding of Food Service Standard & Procedure.
了解并熟知所有食品准备的标准和程序
·
To examine goods for
quality and quantity
控制食品出产的标准
6.2 Drink list
酒水
·
Good command of
beverage knowledge
熟悉酒水知识
·
Implement beverage
service skills
酒水服务知识
7. Guest Service/Sales
对客服务/销售
7.1 Manage Guest Service
管理对客服务
·
Responsible for guest and
associates satisfaction in the venue
加强、提高服务水准以超出规定的服务要求
·
Continually improving
and enhancing service standards, and updating the Standards and Procedures as
and when required.
承担起客人满意的责任
·
Manage the delivery of
high quality service to guests
负责向客人传送高水平服务
·
Manage the development
and implementation of guest service strategies
负责对客服务战略的发展和实施
7.2 Manage the Sales and Promotion of Products and Services
负责销售和促销产品与服务
·
Understand Hotel promotion plans
掌握集团和酒店的推广计划
·
Continually develop
sales and promotional strategies for the Hotel’s products and services
不断为酒店产品与服务发展销售和促销战略
7.3 Guest Service/ Relations
对客服务/关系
·
Make appropriate
recommendations for guests.
为客人提出有创造性的建议
·
Deliver high quality
service to guests
传送高水平对客服务
·
Ensure guest needs and
reasonable requests are met
确保客人的需求和合理的要求被满足
·
Seek opportunities to continually
improve guest service
不断寻找机会改进对客服务
·
Abide by the Guest
Satisfaction System
遵守顾客满意标准
·
Establish and maintain
effective guest relations
建立和维持有效的对客关系
·
Demonstrate effective
and appropriate interaction with guests whilst maintaining a professional
approach and image
以职业化的态度和形象展示有效的和合适的对客服务技巧
·
Communication with
guests in a manner which promotes goodwill, trust and satisfaction
用可以增进友好、信任和满意的态度与客人交流
·
Take appropriate
action to resolve guest complaints
采取合适的行动解决客人抱怨
·
Make sure all
questions are well taken care off and personally check guest satisfaction of
all questions
确保所有的问题被依次解决并亲自确认客人对所有问题都满意
7.4 Sell and Promote Products and Services
销售和促销产品与服务
·
Sell the hotel and
products and services using-selling and suggestive selling techniques
使用鼎力销售的方法和建议性销售的技巧销售的产品与服务
·
Promote the hotel and
products
促销酒店的产品与服务
·
Maintain a high level
of product and service knowledge in order to explain and sell services and
facilities to guests
维持对产品和服务的高度了解以便于向客人解释和销售服务和设施
8. Computer
电脑
8.1 Maintain Computer Systems
维护电脑系统
·
In conjunction with
Information Systems Manager and Director of F&B:
与信息经理和餐饮总监配合
·
Maintain security of
data
维护安全数据
·
Resolve systems and
equipment problems
解决系统和设备问题
8.2 Human Resources Computer Programs
人力资源电脑系统
·
Access and use
the Human Resources Management Systems
掌握和使用人力资源管理系统
8.3 Food & Beverage Computer
餐饮电脑系统
·
Know how to use Opera
system
掌握Opera电脑系统
·
Access and use MICROS
cashier system
掌握MICROS 电脑收银系统
·
Access and use Food
& Beverage computer programs
掌握和使用餐饮电脑软件
8.4 Word Processing
文字工作
·
Access and use word processing
computer packages
掌握和使用文字处理软件包
9. Safety/Cleaning/Maintenance
安全/清洁/养护
9.1 Manage Safety/ Cleaning/ Maintenance
管理安全/清洁/养护
·
In conjunction with
the Safety/ Security Manager manage the development and implementation of
safety/ security policies and procedures for the department/ unit/ venue
与安全保卫经理配合为部门/单元/服务点建立并实施安全保卫政策和程序
·
In conjunction with
appropriate personnel manage the development and implementation of cleaning/
maintenance programs for the department/ unit/ venue
与合适的人员一起为部门/单元/服务点建立和实施清洁/养护程序
9.2 Maintain a Safe and Secure Working Environment
维持一个安全可靠的工作环境
·
Be aware of duty of
care, and adhere to occupational health and safety legislation, policies and
procedures
强调保养职责，遵守工作区健康和安全法规、政策和程序
·
Initiate action to
correct a hazardous situation and notify supervisors/ managers of potential
danger
采取行动排除危险，向上级或经理报告危险隐患
·
Adhere to the hotel’s
security and emergency policies and procedures
坚持酒店安全制度、紧急情况处理规定和程序
·
Be familiar with
property safety, current first aid fire emergency procedures
熟悉对财产安全、紧急救护和火警等处理程序
·
Log security incidents
and accidents in accordance with hotel requirements
依照酒店要求记录安全日志和事故记录
9.3 Cleaning/ Maintenance Programs
清洁/养护工作
·
Adhere to hotel
cleaning and maintenance programs
坚持酒店的清洁和养护
·
Ensure a high level of
cleaning is maintained in your work area
保持维护所在工作区域的高度整洁
10. Communication/General
10.1 Meeting
会议
·
Attend and conduct
departmental, and Interdepartmental meetings
准时出席各种会议
·
Conduct daily pre meal
meeting with Dinning Room associates to keep them informed of updates, new
directions, policies and procedures and daily menu items
组织召开餐前会议，传达信息
10.2 Manage Working Relationships
管理工作关系
·
Prepare and conduct
meeting and group presentations to keep associates/ management/ other parties
informed of hotel operations and other relevant issues
准备和主持会议或小组展示向员工/管理者/其它组织通告酒店运作和其它方面的情况
·
Plan team systems and
structures
安排工作小组的体系和结构
·
Set team goals in
consultation with team members according to hotel/ department goals, policies
and practices
根据酒店/部门目标、政策和实际情况与工作小组成员一起制定小组目标
·
Manage cross cultural
communication
管理跨文化交流
10.3 Maintain and Implement Effective Interpersonal Skills
维持和实施有效的人际交流技巧
·
Maintain personal
presentation to hotel and Sheraton standards
使个人表现达到酒店和喜来登标准
·
Demonstrate
professional attitude and behavior at all times
随时表现出职业态度和行为
·
Analyze, evaluate and
improve your personal performance on a continual basis
以不断提高的标准分析、衡量、改善你的个人表现
10.4 Quality Systems
质量体系
·
Apply hotel quality
assurance principles
实施酒店质量保障原则
10.5 Comply with all Hotel and Corporate Guidelines
遵守酒店和公司的所有工作指南
·
Abide by the Code of
Conduct
遵守行为准则
·
Abide by the Employee
Handbook
遵守员工手册
·
Abide by both the
Hotel and policies and procedures
遵守酒店和规章制度
10.6 Communication
沟通
·
Interact with
department and hotel associates in a professional and positive manner to
foster good rapport, promote team spirit and ensure effective two-way
communication
以职业的、肯定的方式与部门和酒店员工建立起亲密关系以促进团队精神和有效的双向交流
·
Deal effectively with
guests and workplace colleagues from a variety of cultures
与具不同文化背景的客人和同事有效沟通
·
Work effectively in a
team
在团队内有效工作
10.7 Administration Procedures
程序管理
·
Prepare and maintain
files, reports, letters, memorandums and other relevant business
documentation
准备和维护文档、报告、信函、备忘录和其它相关业务资料
·
Ensure a daily logbook
for the outlet is maintained with information as to covers, revenues, special
events, quest praise and complaints and other notes happenings. The logbook
is left every night for Director of F & B’s information & signature
确保在餐厅的每日工作日志中记录下餐具情况，收入和利润，特殊事件，客人表扬和投诉及其它需记录下的事件。工作日志每天工作结束前需交给餐饮总监过目和签字
·
Ensure all reporting
and servicing deadlines are met on a timely basis
保证所有报告和服务都按时完成
10.8 Other Tasks
其它任务
·
Carry out other tasks
as directed by your supervisors
完成你上级交待的其它任务