Service Leader-Room Service 服务主管-送餐

· Effectively manage the room service operation by implementing the following:
· 有效的管理客房送餐的日常工作，确保如下工作的执行：
o Oversee the Implementation of standards as detailed in the departmental standards and procedures manual
o 监督部门工作程序手册中列出的各项规范的贯彻执行。
o Enforce shift hand over procedures
o 执行交接班程序。
o Enforce correct bill paying procedures
o 遵守正确的结账程序。
o Conduct effective shift briefings ensuring all staff are aware of VIPs, special occasions, daily specials; emphasis on up-selling certain products; etc
o 有效的进行交接班说明会，确保所有员工了解重要客人，特殊活动，每日特价，重点是推销某些产品等。
o Encourage and motivate staff to provide optimum service during all shifts
o 激励在岗员工为客人提供卓越的服务。
· Share recommendations and guest comments to Chef and Food and Beverage Manager to reflect current customer profile
· 与厨师和餐饮经理交流意见和客人的建议从而反应当前客人的情况。
· Ensure that meals are being served in a professional and timely manner by circulating within the outlet and communicating with the kitchen and the order takers.
· 通过各个部门之间的合作，确保餐饮出品的专业与及时
Handle guest complaints using Service Standards.
· 按照标准处理客人的投诉。
· Monitor and supervise set up and maintenance of room service area to ensure that it is up to standard.
· 监督指导摆台及服务区域达到标准
· Ensure availability of manpower, supplies, and equipment to ensure positive guest experience.
· 通过人力，供给，设备的提供来确保客人满意的体验。
· Assist in scheduling, supervision and control of TSA, servers, and bus attendants.
· 帮助日程安排，按照标准监督和管理服务员。
· Assist in the completion of reports on production and necessary requisitions.
· 协助完成出品成果和需要采购的物品的报告。
· Assist in regulation of distribution of necessary supplies.
· 协助纠正和分配必需品的补充。
· Adhere to and understand all In Room Dining policies and service procedures.
· 清楚和遵守送餐部的服务标准与规章制度
· Answer Customer Service Related Inquires.
· 回答客人的相关问题
· Accept and properly handle all cash and credit transactions.
· 能够掌握现金及信用卡的结账
· Possess knowledge of IRD Menu.
· 精通送餐部菜单的知识
· Properly use and supervise or train the use of Micros System.
· 能够使用，知道或培训电子收银系统。
· Ensure that all condiments are served when needed and stocked in proper areas.
· 确保调味品的备货充足及服务。
· Ensure proper use of equipment and utilization of safety procedures.
· 正确的使用设备确保安全
· Supervise and stock and clean Refrigerator, prep area, condiment area.
· 指导，备货和冷柜的清洁，准备区域，调味品的存放
· Ensure all food items are prepared in advance.
· 确保预先准备所有食物
· Participate in all closing procedures.
· 参与所有的结束流程。
· Supervise, coach, and council all Associates.
· 指导，培训员工，并多和员工讨论。
· Supervise general cleaning tasks utilizing cleaning to adhere to health and safety standards.
· 按照健康和安全的标准指导安排员工做正常的清洁工作
· Checking on associate discipline, grooming standards and punctuality.
· 监督员工的纪律，仪容仪表规范及准时上下班
· Ensuring of service standards during operations and also to give training and guidance.
· 对员工做培训和指导确保部门运作期间标准的服务
· Checking of guests’ satisfaction and proper handling of feedback and follow-up.
· 调查客人的满意度并跟进
· To update and disseminate relevant information to associates.
· 更新并与同事分享相关的信息
· Associate development, counseling and resolving staff conflict
· 对同事之间的冲突进行化解
· Weekly entry of associate overtime and allowances
· 每周记录同事加班及补钟。
· Updating of annual leave, PHs, MCs and other forms of leave.
· 及时更新年假公休，婚嫁及其他各种假期
· Keeping track of outlet’s operating cutleries and crockery to ensure par level for smooth operation.
· 为确保餐厅运作的正常要明了部门运作使用的餐具及器皿。
· Requisition of items, which need to be replenished due to breakages or replacement.
· 对由于破损和丢失所造成的物品的流失要及时地申请领货
· Responsible for raising stewarding/dry store requisition form.
· 对大量的提货负责
· Monthly stock take of both the stewarding equipment and dry store par, with reference to checklists issued by the stewarding department and cost control respectively.
· 每月在管事部及干货仓库的领货记录将被发放到管事部和成本部等相关部门
· Responsible for the maintenance of all operating equipment and properties in the outlet.
· 对部门的设备器材及用品等负责
· To raise engineering work order and co-ordinate damaged items for repair.
· 对损坏待修的东西要通知工程部来修
· Liaise with engineering department for repair status and for collection of repaired items.
· 随时与工程部保持联系，维修损坏的物品
· Checking of void checks against daily void check report to ensure that all void checks are accounted for.
· 按照每天账单取消报表核对取消的账单确保每张取消的账单都有说明
· Submission of void checks report and void checks together with daily media.
· 登记取消的账单，把每天的取消的账单集中到一起。
· Collection and monitoring of daily outlet’s tips collection.
· 监督和收集每天的小费
· Manage special amenities and special events
· 特殊设施和活动的管理工作。
· Anticipate market changes and review operations when necessary
· 有效的预测市场的变化，并在必要时审评运营工作。
· Conduct competitor analysis
· 对竞争对手进行分析。
· Manage customer database and utilize effectively
· 管理顾客数据库并有效的加以使用。
· Up-sell property facilities
· 推销酒店的设施。
· Actively pursue cost saving measures
· 积极的实行节约成本的措施。
· Recycle wherever possible
· 尽可能再利用能源。
· Manage wage and beverage cost
· 管理工资和饮料成本。
· Forecasting
· 进行预测工作。
· Stock control
· 有效的控制存货。
· Analyze statistics and change your operations to reflect customer preferences
· 分析统计数据，按照客人的喜好改变运营方法。
· Mix your own shift hours to ensure you know what is happening in your department at all times (ie nights, days, week-ends and during the week, break, lunch and evening shifts)
· 混合自己的轮班时间确保随时了解部门内发生的事情(如夜班，白班，周末和周一至周五班，间休，午餐时间和晚班)。
· Conduct monthly staff meeting to ensure all management projects, policies, new product, staff movement …etc are notified and documented. During this time, encourage comments and ideas from staff for the interest of room service department
· 召开月度员工会议确保通知所有管理项目，规章，新产品，员工变动并记录在案。
· Enforce cleanliness of Room Service area and kitchen equipment and maintenance
· 执行客房送餐服务区域和厨房的清洁标准，并予以保持。
· Make conversation to guests during their order and find out their likes and dislikes as well as building rapport
· 在客人点餐时与客人交谈，发现客人的喜好，同时建立友善的关系。
· Maintain good relations with other members of Food and Beverage including Kitchen, Stewarding and Service Operations
· 与餐饮部其它部分保持良好的工作关系，包括厨房，管事部和服务部门。
· Actively participate in departmental training and give support and feedback
· 积极的参加部门培训并给予支持和反馈。
· Ensure sufficient operational equipment and linen
· 确保备有充足的运营设备和布巾。

· Handle guests complaints professionally
· 专业的处理客人的投诉。
· Handle guests complaints professionally
· Report and document every single glitch in food and beverage immediately, to superiors, Executive Chef and other related Managers
· 及时向上级领导，行政总厨和相关经理汇报餐饮工作中发生的每次事故并予以记录。
· Works with Superior on manpower planning and management needs
· 和上级领导一起进行人力规划和管理需求。
· Works with Superior in the preparation and management of the Department’s budget
· 和上级领导一起编制和管理部门预算。