餐饮服务经理

Duties and Responsibilities工作职责
· 行政
· Administration
· 确保餐饮部运作符合其酒店策略，适当执行酒店规章。
· Ensures that the Food and Beverage activities arealigned with the respective Corporate Strategy, and that the Hotel Actions havebeen implemented where appropriate.
· 监督部门营运手册的准备和更新工作。
· Oversees thepreparation and update of individual Departmental Operations Manuals.
· 定期主持召开部门沟通会并确保分部门例会和会议确实有效且在必要时进行指导。
· Conductsregular divisional communications meetings and ensure that departmentalbriefings and meetings are effective and conducted as necessary.
· 在餐饮总监不在岗时确保餐饮部正常运作。
· Ensures thesmooth operation of the Food and Beverage Department in the absence of the Foodand Beverage Director.
· 宾客服务
· Customer Service
· 确保所有员工遵循品牌承诺并始终提供优异的对客服务。
· Ensures thatall associates deliver the brand promise and provide exceptional guest serviceat all times.
· 确保员工同样在适当的时候为其他部门的内部客人提供优质服务。
· Ensures thatassociates also provide excellent service to internal customers in otherdepartments as appropriate.
· 在公共区域花时间观察员工和客人之间的交流并和客人交谈，必要的时候通过部门经理在对客服务技能上对员工进行指导。
· Spends timein public areas observing associate-guest interaction and talking with guests,works through Heads of Department to coach employees in guest service skills asnecessary.
· 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 allguest and internal customer complaints and inquiries in a courteous andefficient manner, following through to make sure problems are resolvedsatisfactorily.
· 与客人和同事保持基于良好工作关系的互动接触。
· Maintainspositive guest and colleague interactions with good working relationships.
· 财务
· Financial
· 将员工的工作能力通过多项技能、多项任务和有弹性的日程安排的运用而达到最大化，以完成经营上的财政目标和顾客期望。
· Maximisesassociate productivity through the use of multi-skilling, multi-tasking andflexible scheduling to meet the financial goals of the business as well as theexpectations of the guests.
· 确保每个盈利部门（例如：餐厅、酒吧、宴会厅）都在遵循品牌承诺的条件下以利润最大化为目标而运作。
· Ensures thateach profit centre (e.g. Outlet, Bar, Banquets) is operated in line withmaximising profit while delivering on the brand promise.
· 确保每个消耗部门（例如：管事部）同样在遵循对客人的品牌承诺的条件下，以可能达到的最低成本损耗结构运作。
· Ensures thateach cost centre (e.g. Stewarding) operates with the lowest possible coststructure while also delivering on the brand promise to the guest.
· 协助餐饮部年度经营计划的准备工作。
· Assists inthe preparation of the Annual Business Plan for Food and Beverage.
· 协助进行月度的再度预测，适当的时候让各个部门经理参与其中。
· Assists inthe monthly reforecasting, involves the respective Heads of Department asappropriate.
· 以主要的业绩表现指数为基础对成本进行预先管理控制，适当的时候让各个部门经理参与其中。
· Managescosts proactively based on key performance indicators, works with therespective Heads of Department as appropriate.
· 确保财务记录的保留、钱款处理和许可全部符合酒店、公司和本地的制度、政策和规章的规定。
· Ensures thatall hotel, company and local rules, policies and regulations relating tofinancial record keeping, money handling and licensing are adhered to.
· 协助进行盘点管理以及酒店营运设备和其他设施持续的保存保养。
· Assists inthe inventory management and ongoing maintenance of hotel operating equipmentand other assets.
· 积极参加每周收益管理会议，监督适用的价格结构以达到收益和餐厅及宴会厅整体利润的最大化。
· Participatesin weekly yield and revenue management meetings actively, oversees theappropriate pricing structures to maximise yield and overall profits in Outletsand Banquets.
· 市场营销
· Marketing
· 协助准备、使用并更新一份年度市场计划，按照需要分派到各个部门。
· Assists inthe preparation, utilisation and update of the Annual Marketing Plan, brokendown as necessary by department.
· 不断评估当地、国内和国际市场趋势、供应商和其他酒店/餐饮企业营运状况以确保酒店自身经营状况保持竞争力和领先位置。
· Evaluateslocal, national and international market trends, vendors and otherhotel/restaurant operations constantly to make sure that the hotel’s operationsremain competitive and cutting edge.
· 鼓励部门经理寻求市场和公关方面的机会以加强关注力并最终带来生意。
· EncouragesHeads of Department to look for Marketing and Public Relations opportunities toincrease awareness and ultimately business.
· 营运
· Operational
· 确保酒店所有的乃至最细小的品牌标准都要被贯彻执行并在适用的地方有选择地执行品牌标准。
· Ensures thatall company minimum brand standards have been implemented, and that optionalbrand standards have been implemented where appropriate.
· 监督所有营运情况，尤其在旺季期间，并和各个部门经理一起调整需要改动的地方。
· Monitors alloperations, especially during peak business periods, working through therespective Head of Department to make adjustments where necessary.
· 确保餐饮部对于客户调查结果做出回应并落实相应的改善措施。
· Ensures thatFood and Beverage Departments respond to the results of the Consumer Audit andto ensure that the relevant changes are implemented.
· 以支持和灵活的态度与其他管理层成员紧密合作，着眼于整个酒店的成功和酒店客人的满意度。
· Worksclosely with other Leadership Committee members in a supportive and flexiblemanner, focusing on the overall success of the hotel and the satisfaction ofhotel 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 thatFood and Beverage associates work in a supportive and flexible manner withother departments, in a spirit of “We work through Teams”.
· 确保所有员工了解季节性产品和市场上的新产品的最新消息。
· Ensures thatall associates are up to date with the availability of seasonal and newproducts on the market.
· 在营运过程中将对于餐饮产品的检验和监督贯穿始终，并在适当的情况下作出反馈。
· Tastes andmonitors the food and beverage products served throughout the operation,provides feedback where appropriate.
· 人事
· Personnel
· 协助所有餐饮部员工的聘用和筛选。确保部门经理在招聘时遵循酒店指示，在筛选员工时以能力为基础进行选择。
· Assists inthe recruitment and selection of all Food and Beverage associates. Ensures thatHeads of Department follow hotel guidelines when recruiting and use acompetency-based approach to selecting their associates.
· 监督餐饮部所有员工的出勤情况和仪容仪表，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 thepunctuality and appearance of all Food and Beverage associates, making surethat they wear the correct uniform and maintain a high standard of personalappearance and hygiene, according to the hotel and department’s groomingstandards.
· 经过适当的培训、指导和/或教导，通过提高每个部门经理的技能和能力将其效力发挥到最大化。
· Maximisesthe effectiveness of Heads of Department by developing each of their skills andabilities through the appropriate training, coaching, and/or mentoring.
· 指导部门经理定期进行表现评估，支持他们的职业发展目标。确保他们可以指导其员工进行年度表现评估。
· Conductsfrequent Performance Development Discussions with Heads of Department and tosupport them in their professional development goals. Ensures that they in turnconduct annual Performance Development Discussions with their associates.
· 通过持续的反馈和月度会议来协助部门培训员不断进步。
· Assists inthe development of Service Coach through ongoing feedback and monthly meetings.
· 确保每个部门经理在与培训经理和部门培训员协调下为其员工制定培训计划并落实有效的培训课程。
· Ensures thateach Head of Department plans and implements effective training programmes fortheir associates in coordination with the Training Manager and their Training Coordinator.
· 监督各个部门每周工作时间安排的准备和记录，确保可以反映出营业需求和其他重要的业绩指数。
· Oversees thepreparation and posting of weekly work schedules in each department, makingsure that they reflect business needs and other key performance indicators.
· 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。
· Encouragesassociates to be creative and innovative, challenging and recognising them fortheir contribution to the success of the operation.
· 确保所有员工完全理解并严格遵守员工守则。
· Ensures thatall associates have a complete understanding of and adhere to associate rulesand 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 thatassociates follow all hotel, company and local rules, policies and regulationsrelating to fire and hazard safety, and security.
· 对于员工体验调查做出反馈并落实相应的改善措施。
· Feedbacksthe results of the Associate Experience Survey and ensures that the relevantchanges are implemented.
· Other Duties
· 其他职责
· 熟知与员工和行业相关的法律法规。
· Isknowledgeable in statutory legislation in associate and industrial relations.
· 在任何时间表现负责的管理和行为，并以积极的形象代表酒店管理团队。
· Exercisesresponsible management and behaviour at all times and positively representingthe hotel management team.
· 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。
· Understandsand strictly adheres to Rules and Regulations established in the AssociateHandbook 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 highstandards of personal presentation and grooming.
· 与竞争酒店、商业伙伴和其他组织的相关代表保持密切而专业的关系来往。
· Maintainsstrong, professional relationships with relevant representatives fromcompetitor hotels, business partners and other organisations.
· 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 tochanges in the Food and Beverage function as dictated by the industry, companyand hotel.
· 需要时参加培训课程和会议。
· Attendstraining sessions and meetings as and when required.
· 执行分派的任何合理任务和额外职责。
· Carries outany other reasonable duties and responsibilities as assigned.