餐厅领班 F&B Captain（班妮海鲜餐厅/聚驿大堂吧/采悦轩中餐厅/盛宴餐厅）

1.
Food & Beverage Department
1.1.
Outlet operation
·
Ensure all the staff to carry
out the task according to the S&P
·
Complies with the hotel
specific, guidelines of GEI. The incumbent will initiate systems and procedures
to meet and if possible exceed guest’s expectations
·
Assist with the management of
outlet service
·
Monitor standards of guest
facilities and services
2.
Finance Management
2.1.
POS. systems (Captain orders,
shift change control of cash)
·
Control and check daily
operation of all Infransys. systems
·
Ensure that all Checks are posted
accurately to the appropriate codes and departments
·
All canceled dockets are to be
summarized on the void and canceled summary and signed
·
Account for all dockets used
list out all docket control form and all unused docket
2.2.
Completed daily logbook.
3.
Purchasing/Stock
3.1.
Stock
Control
·
Handle and
store stock according to stock control procedures
4.
Human
Resources
4.1.
Training:
·
Training, development and
rostering of staff.
·
Determining and implementing on
going training needs for associates at different levels.
4.2.
Industrial
relations
·
Prevent and resolve grievances
·
Counsel staff and prevent work
related problems
·
Resolve disputes
·
Discipline staff
4.3.
Staff Management
·
Prepare staff rosters
·
Facilitate multi-skill ensuring
maximum flexibility of staff rotation to busy areas all exercised
·
Maintain up-to-date staff
records
4.4 Supervise Staff
·
Provide ongoing advice and
support to staff under supervision
·
Supervise staff performance
·
Implement appropriate
management practices that provide staff motivation and communication
4.5 Instruct Staff
·
Provide one to one instruction
to associates when required
5
Menu Knowledge
5.4
Menu
·
Good command of food product
and menu knowledge.
·
Good knowledge &
understanding of Food Service Standard & Procedure.
·
To examine goods for quality
and quantity
5.5
Drink list
·
Good command of beverage
knowledge
·
Implement beverage service
skills
6
Guest Service/Sales
6.1 Manage Guest Service
·
Responsible for guest and staff
satisfaction in the outlet
·
Continually improving and enhancing
service standards, and updating the Standards and Procedures as and when
required.
·
Manage the development and
implementation of guest service strategies
6.2
Manage the Sales and Promotion
of Products and Services
6.3 Guest Service/ Relations
·
Make appropriate recommendations
for guests.
·
Deliver high quality service to
guests
·
Ensure guest needs and
reasonable requests are met
·
Seek opportunities to
continually improve guest service
·
Establish and maintain
effective guest relations
·
Communication with guests in a
manner which promotes goodwill, trust and satisfaction
·
Take appropriate action to
resolve guest complaints
·
Make sure all questions are
well taken care off and personally check guest satisfaction of all questions
6.4
Sell and Promote Products and
Services
·
Sell the hotel and Sheraton’s
products and services using-selling and suggestive selling techniques
·
Promote the hotel and Sheraton’s
products
·
Maintain a high level of
product and service knowledge in order to explain and sell services and
facilities to guests
7
Computer
7.1
Food & Beverage Computer
·
Access and use MICROS cashier
system
·
Access and use Food &
Beverage computer programs of table management system
7.2
Word Processing
·
Access and use word processing
computer packages
8
Safety/Cleaning/Maintenance
8.1
Manage Safety/ Cleaning/
Maintenance
·
In conjunction with the Security
Manager manage the development and implementation of safety/ security policies
and procedures for the department/ unit/ outlet
8.2
Maintain a Safe and Secure
Working Environment
·
Be aware of duty of care, and
adhere to occupational health and safety legislation, policies and procedures
·
Initiate action to correct a
hazardous situation and notify supervisors/ managers of potential danger
·
Adhere to the hotel’s security
and emergency policies and procedures
·
Be familiar with property
safety, current first aid fire emergency procedures
·
Log security incidents and
accidents in accordance with hotel requirements
9
Communication/General
9.1
Meeting
·
Conduct daily pre meal meeting
with Dinning Room associates to keep them informed of updates, new directions,
policies and procedures and daily menu items
9.2
Manage Working Relationships
·
Plan team work
·
Set team goals in consultation
with team members according to hotel/ department goals, policies and practices
9.3
Maintain and Implement
Effective Interpersonal Skills
·
Maintain personal presentation
to hotel and Sheraton standards
·
Analyze, evaluate and improve
your personal performance on a continual basis
9.4
Comply with all Hotel and
Corporate Guidelines
·
Abide by the Starwood Code of
Conduct
·
Abide by the Sheraton Employee
Handbook
·
Abide by both the Hotel and
Sheraton policies and procedures
9.5
Communication
·
Interact with department and
hotel staff in a professional and positive manner to foster good rapport,
promote team spirit and ensure effective two-way communication
·
Deal effectively with guests
and workplace colleagues from a variety of cultures
·
Work effectively in a team
9.6
Administration Procedures
·
Prepare and maintain files,
reports, letters, memorandums and other relevant business documentation
·
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 outlet manager
·
Ensure all reporting and
servicing deadlines are met on a timely basis
9.7
Other Tasks
·
Carry out other tasks as
directed by your supervisors
1. 餐饮部
1.1. 餐厅运作
·
确保员工按照标准与程序完成任务
·
遵守酒店的规章制度及GEI计划，推广相关系统的程序知识以尽可能的超越客人期望
·
协助管理餐厅服务
·
监督客用设施和对客服务的标准
2. 财务管理
2.1. 收银系统、现金、点菜单的管理
·
每天检查点单机工作系统
·
确保所有帐单输入、打印正确
·
确保取消帐单、点菜单必须由餐厅经理签字和注明原因
·
检查使用和没使用的点菜单和帐单
2.2. 需要填写每日营业报表
3. 采购/存货
3.1. 存货控制
·
按照存货控制程序处理和储存存货
4. 人力资源
4.1 培训
·
培训、发展和管理员工
·
根据员工实际情况实行因材施教的培训
4.2 公共关系
·
避免和调解报怨
·
与员工沟通避免与工作相关的矛盾
·
解决争端
·
约束员工遵守纪律
4.3 员工管理
·
准备员工花名册
·
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
·
维护现有员工记录
4.4 管理员工
·
给予所管辖的员工以不断的建议和支持
·
指导员工表现
·
实施合适的管理方式给予员工动力和沟通
4.5 一对一指导员工
·
必要时对员工进行个别面对面指导
5. 菜单、酒水知识
5.1. 菜单
·
熟悉餐饮知识和餐厅菜单
·
了解并熟知所有食品准备的标准和程序
·
控制食品出产的标准
5.2. 酒水
·
熟悉酒水知识
·
酒水服务知识
6. 对客服务/销售
6.1. 管理对客服务
·
加强、提高服务水准以超出规定的服务要求
·
承担起客人满意的责任。
·
负责对客服务战略的发展和实施
6.2. 负责销售和促销产品与服务
6.3. 对客服务/关系
·
为客人提出有创造性的建议
·
传送高水平对客服务
·
确保客人的需求和合理的要求被满足
·
不断寻找机会改进对客服务
·
建立和维持有效的对客关系
·
用可以增进友好、信任和满意的态度与客人交流
·
采取合适的行动解决客人抱怨
·
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
6.4. 销售和促销产品与服务
·
使用鼎力销售的方法和建议性销售的技巧销售喜来登的产品与服务
·
促销酒店和喜来登的产品与服务
·
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
7. 电脑
7.1. 餐饮电脑系统
·
掌握MICROS 电脑收银系统
·
掌握和使用餐饮电脑软件TMS
7.2. 文字工作
·
掌握和熟练使用文字处理软件包
8. 安全/清洁/养护
8.1. 管理安全/清洁/养护
·
与保安部经理配合为部门建立并实施安全保卫政策和程序
8.2. 维持一个安全可靠的工作环境
·
强调保养职责，遵守工作区健康和安全法规、政策和程序
·
采取行动排除危险，向上级或经理报告危险隐患
·
坚持酒店安全制度、紧急情况处理规定和程序
·
熟悉对财产安全、紧急救护和火警等处理程序
·
依照酒店要求记录安全日志和事故记录
9. 沟通/日常工作
9.1. 会议
·
组织召开餐前会议，传达信息
9.2. 管理工作关系
·
安排工作
·
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
9.3. 维持和实施有效的人际交流技巧
·
使个人表现达到酒店和喜来登标准
·
以不断提高的标准分析、衡量、改善你的个人表现
9.4. 遵守酒店和公司的所有工作指南
·
遵守喜达屋行为准则
·
遵守喜来登员工手册
·
遵守酒店和喜来登和规章制度
9.5. 沟通
·
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
·
与具不同文化背景的客人和同事有效沟通
·
在团队内有效工作
9.6. 程序管理
·
准备和维护文档、报告、信函、备忘录和其它相关业务资料
·
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部门经理过目和签字
·
保证所有报告和服务都按时完成
9.7. 其它任务
·
完成上级交待的其它任务