中餐厅主管/领班 Outlet Supervisor/Team Leader

如果您欣赏全球旅行对世界的影响，您可能就是我们正在寻找的希尔顿团队成员。因为在希尔顿，我们永远不会忘记我们在这里的初衷：取悦我们的客人、团队成员和业主。
餐厅主管/领班的职责是在餐厅内提供高效、专业的食品和饮料服务，通过严格控制成本和库存，确保餐厅获得预算利润。该职位直接监督团队成员，同时确保所有客人都能享受到符合希尔顿标准、政策和程序的最佳服务。
我将做些什么？
作为餐厅主管/领班，你将负责按照最高标准执行以下任务：
- 在工作中始终以客户为中心，保持高度的客户服务意识。
- 发挥积极影响，承担个人责任，主动解决问题，始终与顾客和同事保持清晰的沟通。
- 为改进酒店的运营/环境程序献计献策。
- 积极向客人和酒店供应商宣传希尔顿酒店的服务和设施。
- 以确保自己和工作场所其他人安全的方式履行所有职责和责任。
- 自信地了解餐饮菜单内容，并向客人详细解释。
- 了解饮食要求并提供适当的建议。
- 与经理协商，商定并实施改善客户服务的行动。
- 完成产品知识核对表。
- 就菜单提出适合不同国籍客人的建议。
- 熟悉所有其他分店的菜单，向客人推荐其他分店。
- 自信地了解所有餐厅和酒店分店的营业时间。
- 能够向酒店客人推荐其他餐厅和城市景点。
- 每班积极检查团队成员的产品知识。
- 采取步骤/流程，确保餐厅所有区域的早餐、午餐和晚餐设置符合标准要求，包括检查收银台的设置，与厨师沟通当班的任何细节和当天的预订数量。
- 检查当天的预订情况，确保餐厅和团队成员准备好餐桌，并通过电话确认大额预订。
- 在需要时协助调酒师和厨房团队成员，并履行经理要求的任何合理职责。
- 确保向所有团队成员介绍当班细节。
- 完成餐厅服务准备清单。
- 微笑迎接客人，帮助客人拿外套、包等，并做自我介绍。
- 引导客人入座，并询问他们是选择吸烟桌还是非吸烟桌。
- 立即跟进客人的任何问题或询问，如果没有答案，请向经理询问。
- 确保所有服务程序均按要求标准执行。
- 确保所有区域都按照操作流程进行清洁和维护。
- 监督餐厅每天的轮值情况，确保其符合不断变化的业务水平，并做出任何变动，以达到餐饮团队的服务标准和预算目标。
- 控制每班分配的劳动力，确保在达到预期劳动力成本的同时，满足客户的期望。
- 协助餐厅经理对所有团队成员进行 "入职培训 "和 "在职培训"。
- 在每次轮班后，就团队成员的表现提供建设性的反馈意见，以提高他们的技能和信心。
- 在值班期间，通过提供专业技能和以身作则，为所有团队成员提供领导和指导。
- 确保对轮班工作进行总结、交接和简报。
- 履行分配的其他合理职责。
- 管理层保留对本职位说明进行修改的权利，恕不提前通知。
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
The Outlet Supervisor/Team Leader is concerned with the efficient and professional service of food and beverages within the restaurant, ensuring that the restaurant returns a budgeted profit through tight cost and stock control. This role directly supervises team members while ensuring that all guests receive optimum service in accordance with the standards, policies and procedures of Hilton.
What will I be doing?
As the Outlet Supervisor/Team Leader, you will be responsible for performing the following tasks to the highest standards:
• 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.
• Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
• Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
• Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
• Confidently know the food and beverage menu contents and explain them in detail to guests.
• Understand dietary requirements and offer appropriate suggestions.
• In consultation with the Manager, agree and implement actions to make improvements to customer service.
• Complete the checklist in product knowledge.
• Make suggestions on the menu that might suit guests of different nationalities.
• Familiarize with menu items of all other outlets to recommend guests to other outlets.
• Confidently know the opening hours of all restaurants and hotel outlets.
• Able to recommend other restaurants and city attractions to hotel guests.
• Actively check team members’ product knowledge on each shift.
• Undertake steps / processes to ensure that all areas of the restaurant are set to the standards required for breakfast, lunch and dinner, including the checking of the cashier desk set-up and communicating with the Chefs on any details for the shift and number of reservations for the day.
• Check reservations for the day, ensuring that the restaurant and team members have tables ready and large bookings have been confirmed by phone.
• Assist bartenders and kitchen team members where required and carry out any reasonable duties requested by the Manager.
• Ensure that all team members are briefed for the details of the shift ahead.
• Complete the checklist on preparing the restaurant for service.
• Greet guests with a smile, offer assistance with coats, bags, etc., and introduce yourself.
• Escort guests to a table and ask if they would prefer a smoking or non-smoking table.
• Follow-up on any guest questions or queries immediately and if you don’t have the answer, check with your Manager.
• Ensure that all service procedures are carried out to the standards required.
• Make sure that all areas are cleaned and maintained in accordance with operating procedure.
• Supervise the restaurant roster on a daily basis and ensure it is in line with the changing business levels, making any changes in order to achieve the F&B team service standards and budget goals.
• Control the allocated labour for each shift to ensure that customer expectations are met whilst achieving the desired labour cost.
• Assist restaurant managers with training all team members for the ‘induction training’ and ‘on the job training’.
• Offer team members constructive feedback about their performance after every shift in an aim to develop their skills and confidence.
• Provide leadership and direction for all team members while on duty by offering professional skills and leading by example.
• Ensure that the shift is reviewed, handovers and briefings are carried out.
• Carry out any other reasonable duties and responsibilities as assigned.
• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
Qualifications - Internal
我们需要什么样的人才？
为希尔顿品牌服务的主管/领班始终代表我们的客人工作，并与其他团队成员合作。要成功胜任这一职位，您必须具备以下态度、行为、技能和价值观：
- 良好的英语口语和书面表达能力，以满足业务需求。
- 有上进心和责任感，对所有任务都充满热情，并能抓住机会学习新技能或知识，以提高个人业绩。
- 灵活应变，对不断变化的要求做出快速、积极的反应，包括完成要求你完成的任何任务。
- 在追求团队目标的过程中，与同事合作并给予支持，从而保持高度的团队关注。
- 具有很强的领导能力和培训技能。
- 性格外向，愿意长时间工作。
在希尔顿工作是一种什么样的体验？
希尔顿是全球领先的酒店管理公司，业务涵盖从豪华的全方位服务酒店和度假村到长住套房和中等价位酒店等住宿领域。近一个世纪以来，希尔顿一直为商务和休闲旅客提供最优质的住宿、服务、设施和价值。希尔顿致力于延续其传统，为全球品牌提供卓越的宾客体验。我们的愿景是让热情好客的光辉洒满大地，我们的团队团结一致，每天在世界各地创造非凡的好客体验。而我们出色的团队成员正是这一切的核心！
What are we looking for?
An Outlet Supervisor/Team Leader serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
• Good English skills, both verbal and written to meet business needs.
• Motivated and committed, approaching all tasks with enthusiasm and seize opportunities to learn new skills or knowledge in order to improve personal performance.
• Flexible and responds quickly and positively to changing requirements including the performance of any tasks requested of you.
• Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
• Strong leadership and training skills.
• Outgoing personality and willing to work for long hours.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!