中/西餐厅/大堂吧领班

主要职责
Main Duties
宾客服务
Customer Service
§ 确保遵循品牌承诺并始终提供优异的对客服务。
Ensures the delivery of brand promise and provides exceptional guest service at all times.
§ 在适当的时候为其他部门的内部客人提供优质服务。
Provides excellent service to internal customers in other departments as appropriate.
§ 礼貌而高效地处理所有客人和内部客人的投诉和询问确保问题得到圆满解决。
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
§ 与客人和同事保持基于良好工作关系的互动接触。
Maintains positive guest and colleague interactions with good working relationships.
§ 与客人建立并保持良好的客户关系。
Establishes a rapport with guests maintaining good customer relationships.
财务
Financial
§ 协助促进工作效率水平的提高以及在适用的原则指引下对于设施设备或者支出成本的慎重管理的要求。
Assists to improve productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines.
§ 确保遵守品牌承诺以追求利润最大化为原则进行部门运作。
Assists to ensure that the outlet is operated in line with maximising profit while delivering on the brand promise.
§ 协助餐厅经理达到月度和年度个人目标和餐厅营业收入。
Assists the Outlet Manager to achieve the monthly and annual personal target and the outlet’s revenue.
§ 确保与财务记录的保留、钱款处理和许可以及及时而准确的财政信息的上报全部符合酒店、公司和本地的制度、政策和规章的规定。
Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information
§ 协助进行盘点管理和酒店营运设备和其他设施持续的保存保养。
Assists in the inventory management and ongoing maintenance of hotel operating equipment and other assets.
§ 确保使用新技术和设备，简化工作系统提高工作效率。
Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system
§ 熟练操作收银系统。
Fully conversant with all aspects of the Cashier System.
§ 按照客人消费的项目计算账单费用。
Computes bill according to items consumed by guests.
§ 向客人呈送相应的账单。
Presents checks/ bill showing amount due.
§ 记录收取的金额并准备报表。
Records amounts received and prepares reports of transactions.
§ 报价并详细说明所收取项目。
Quotes price and describes features of items for which money is received.
§ 对特别的项目作必要的核查。
Makes necessary checks needed for specific function.
§ 完成日常的值班交接。
Makes daily transactions on shift.
§ 在餐厅账单、日常交接和报告中说明任何差异的情况。
Reports and explains any discrepancies in outlet checks, daily transactions and reports.
§ 核对所有客人呈交信用卡，确保所有信用卡都在有效期内。
Verifies all credit cards presented by guest before to validity of the card.
§ 严格遵守财务部发出的关于收银及现金处理的政策和程序。
Strictly adheres to all policies and procedures issued by the Finance with regard to cashiering and cash handling.
§ 有效控制部门破损，在规定范围之内。
Effectively control department breakage within the prescribed scope.
营运
Operational
§ 确保酒店最基本的品牌标准都要被贯彻执行。
Ensures that minimum brand standards have been implemented.
§ 确保贯彻执行所有凯悦温情和餐饮经典20条的标准。
Ensures that all Touches of Hyatt and the Food and Beverage Top 20 are implemented.
§ 对于客户调查结果做出回应并落实相应的改善措施。
Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
§ 以支持和灵活的态度与其他经理紧密合作，着眼于整个酒店的成功和酒店客人的满意度。
Works closely with other Outlet Managers in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
§ 确保餐饮部员工以支持和灵活的态度和“团队协作”的精神与其他部门合作。
Ensures that Food and Beverage employees work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
§ 确保餐厅的前、后区域的洁净有序。
Ensures that the outlet is kept clean and organised, both at the front as well as the back of house.
§ 协助与厨房针对每日营运和质量控制密切沟通。
Assist to liaise with the Kitchen and Beverage Department on daily operations and quality control if appropriate.
§ 成为亲身实践操作的主管人员并时常出现在餐厅区域，尤其是繁忙时段。
Be a hands-on supervisor and be present at all times in the Outlet, especially during busy periods.
§ 协助监督对所有运营设备和营业用品的月度盘点。
Assists with conducting monthly inventory checks on all operating equipment and supplies.
§ 协助与厨房针对每日营运和质量控制进行密切沟通。
Assist to liaise and organise with Housekeeping Department that the cleaning schedules are strictly adhered to.
总则
General
§ 监督部门员工的守时性和仪容仪表，确保他们根据酒店和部门的仪容仪表要求身着正确的制服并保持高标准的仪容仪表和个人卫生状况。
Oversees the punctuality and appearance of Outlet, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
§ 经过适当的培训、指导和/或教导，通过提高每位员工的技能和能力将其效力发挥到最大化。
Maximises the effectiveness of employees by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.
§ 鼓励员工成为有创意的、主动的、具有挑战精神并可以认识到自身对于营运成功所作贡献的员工。
Encourages employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
§ 支持落实以人为本，示范并加强凯悦价值观和文化特性。
Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.
§ 确保所有员工完全理解并严格遵守员工守则。
Ensures that all employees have a complete understanding of and adhere to employee rules and regulations.
§ 确保员工遵守所有与消防、防护和安全相关的酒店、公司和当地的制度、政策和规章。
Ensures that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
§ 对于员工意见调查做出反馈并落实相应的改善措施。
To feedback the results of the Employee Engagement Survey and ensure that the relevant changes are implemented.
其他责任
Other Duties
§ 在任何时间表现负责的主管行为，并以积极的形象代表酒店管理团队和凯悦国际。
Exercises responsible supervisory behaviour at all times and positively representing the hotel team and Hyatt International.
§ 理解并严格遵守员工手册中的规章制度以及涉及到消防、卫生、健康和安全的酒店政策。
Understands and strictly adheres to Rules and Regulations established in the Employee Handbook and the hotel's policies concerning fire, hygiene, health and safety.
§ 确保高标准的个人形象和仪容仪表。
Ensures high standards of personal presentation and grooming.
§ 根据行业、公司和酒店对于餐饮部职能要求的变化做出反应。
Responds to changes in the Food and Beverage function as dictated by the industry, company and hotel.
§ 需要时参加培训课程和会议。
Attends training sessions and meetings as and when required.
§ 执行分派的任何合理任务和额外职责。
Carries out any other reasonable duties and responsibilities as assigned.