Outlet Service Manager 餐饮服务经理

As the Outlet Manager, you will be responsible for performing the following tasks to the highest standards:
作为餐厅经理，您将应以最高标准完成以下任务
· Maintain a high customer service focus by approaching your job with the customers always in mind.
Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
保持积极的工作态度，做好本职工作，并且主动解决问题，能够始终清晰的与客人或同事进行交流。
· Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
能够提出对酒店的运作及环境有益的意见或建议。
· Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
能够积极的向客人及供应商推荐酒店的服务及设施。
· Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
在工作过程中能够做好本职工作，保证自己及其他人的安全。
· Create an environment where everyone in the department is focus on “creating that special experience” to deliver exceptional customer service.
建立一种每个员工都关注如何能为客人创造“一次特殊经历”，提供非凡客户服务的工作环境。
· Actively seek verbal feedback from customers and team members at each service period.
在服务期间积极收集客人及服务人员的反馈。
· Agree on and implement actions to make improvements to customer service.
就如何改进对客服务采取相应的措施。
· Positively deal with and learn from customer complaints and comments with follow-up and feedback to the Food & Beverage Manager.
以积极的态度处理客人的投诉及建议，并把必要的信息反馈给餐饮部经理
· Make sure all customers’ requests and queries are responded to promptly and effectively while assisting on the floor during meal periods each day.
在服务时间内以积极的态度，高效、准确的定位及满足客人要求及需要。
· Be available to assist on duty in the restaurant and bars during any busy days or special events.
当餐厅或酒吧繁忙的时候提供必要的帮助。
· Be proactive towards guests, assisting them with any reasonable requests, and training all team member to see these things before the guests ask.
积极主动的为客人服务，满足客人合理要求，并且培训员工能够预见客人的需求
· Ensure all standards for service delivery as identified in the Guest Satisfaction manual and the Standard Operating Procedures manual are consistently delivered throughout the department.
确保在对客服务指南，标准服务手册中的所有标准都能够在整个部门持续有效的贯彻
· Able to explain the standards to the team and Managers, assessing team members against these standards.
能够按照服务标准评估其他员工的工作表现。
· Ensure that training on departmental standards is regularly conducted in the outlets.
确保日常部门的培训能够按照服务标准进行。
· Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service.
针对工作中的不足制定计划，以避免影响对客服务质量。
· Implement and follow-through with improvements identified.
针对于工作中的不足采取必要的行动。
· Plan, prioritize, organize and control the day-to-day operation.
计划，确定优先次序，组织及控制每日餐厅的运营。
· Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy, external events, promotions, etc.).
制定每位员工的排班表及工作安排。（考虑内部活动，客人入住率，特殊活动及产品促销等）
· Communicate effectively with the Front Office and Groups & Tours teams to maximise inhouse and group business for the restaurant, ensuring direct liaison with Group Leaders upon arrival.
有效的与前台及团队领队协调，尽可能的增加餐厅生意，与领队保持直接联系。
· Describe, assign and delegate duties and authority for the operation of the restaurant at all times.
分配，指派，组织授权餐厅日常的经营工作。
· Understand the situation in other departments and their implications for your own department.
了解酒店其他部门的经营活动及其与自己部门的影响。
· Plan ahead and ensure adequate resources are available.
预先准备并确保各种经营设施设备的充足。
· Manage the departmental operation and taking action where necessary to ensure it runs smoothly, participating in service duties during service periods, where necessary.
有效管理部门运作，为保证服务及餐厅的正常运营采取必要的措施。
· Coordinate with Engineering and Housekeeping departments to ensure that cleaning is followed-up with and procedures are maintained.
与客房部及工程部通力合作，保证部门设施的完好及清洁。
· Ensure that the shift is reviewed, and handovers and briefings are carried out.
确认每个班次之间做好总结，并与下个班次进行工作交接。
· Participate in future menu changes with the Food & Beverage Manager and the Executive Chef, taking into consideration new F&B trends, market demands and sales achievements.
协助餐饮部经理及行政总厨根据餐饮发展趋势，适当需求及销售情况进行餐厅菜单的修改。
· Attend and participate in regular F&B operational and roster meetings.
参加餐饮部例会。
· Understand the goals of the hotel and the department’s role in achieving it, communicating goals and clear direction to the team.
理解酒店的目标，清楚部门在完成目标过程中所扮演的角色。
· Set and agree to departmental objectives for self and team.
制定团队及成员的目标。
· Keep the team up to date on departmental, hotel and company activities through regular communication meetings and memos, including special events and promotions in the restaurant.
随时更新团队成员与酒店其他部门的交流，了解酒店其他部门的活动，包括特殊活动，餐厅促销等等。
· Seek out and maximize departmental and hotel revenue opportunities.
寻找机会，增加酒店及部门的收入。
· Be aware of potential highs and lows in the business.
能够预见营业状况的变化。
· Identify, communicate and act on potential sales leads.
共同鉴定和沟通与潜在的销售线索。
· Supervise the financial performance of the department in line with the profit plan.
在盈利预算的基础上对餐厅的财务进行管理。
· Use key monitors and financial targets to evaluate the department’s performance and make future plans.
在餐厅运营表现及财务目标的基础上，对餐厅的工作表现进行评估，制定未来发展计划。
· Complete regular financial and operating reports as required or requested by the F&B Manager.
完成餐饮部经理要求的财务报表及各种日常财务报表。
· Forecast potential revenues and costs.
能够作出收入及成本预算。
· Assist with selecting, training, coaching and developing people to meet current and future needs of the department and the hotel.
根据酒店现状及发展趋势，选择，培训，发展员工的技能以满足酒店需要。
· Ensure the health, safety and well-being of customers and all team members.
确保客人及员工的健康及安全。
· Ensure that hygiene training is conducted at least once a year.
确保每年至少组织一次食品安全培训。
· Carry out any other reasonable duties and responsibilities as assigned.
完成任何其他合理的职责和被指派的职责。