國(guó)際酒店餐廳經(jīng)理崗位職責(zé)(中英文詳盡版)

1、Job Summary:To ensure smooth and efficient operation of the assigned outlets. Operate the outlets as a business unit as per the standards and procedures and practice managerial principles, in order to achieve departmental goals, in terms of guest satisfaction, financial targets, and training and hig

2、h employee morale崗位概述：確保餐廳、酒吧及宴會(huì)的順利運(yùn)作，并超越客人的期望。根據(jù)標(biāo)準(zhǔn)與程序?qū)⒉?廳作為生意單位來(lái)經(jīng)營(yíng)。作為餐廳經(jīng)理應(yīng)不斷提高、完善管理技能，以實(shí)現(xiàn)本 部門在客人滿意率、利潤(rùn)收入指標(biāo)、提高員工士氣等方面目標(biāo)。Duties & Responsibilities:To achieve departmental goals, in terms of guest satisfaction, financial targets, training and high employee morale1. Food & Beverage Department1.1. Outle

3、t operationDevelop standards & procedures, in keeping with the hotel policies and proceduresEnsure all the staff carry out the tasks according to the S&PComplies with the hotel specific guidelines of Hotel Guests Satisfaction Index. The incumbent will initiate systems and procedures to meet and if p

4、ossible exceed guest s expectations Manage outlet service Manage cash handling proceduresOversee the preparation of daily banking and cash flow reportsInstruct staff in credit policies and facilities Establish cash security procedures Manage the maintenance of equipment Monitor standards of guest fa

5、cilities and services Control stock and monitor stock security procedures Take part in menu and wine list creation職責(zé)義務(wù)：實(shí)現(xiàn)本部門在客人滿意率、利潤(rùn)收入指標(biāo)、提高員工士氣等方面為達(dá)到目標(biāo)。餐飲部管理餐廳運(yùn)行按照飯店的標(biāo)準(zhǔn)程序制定服務(wù)標(biāo)準(zhǔn)及規(guī)則 確保員工按照標(biāo)準(zhǔn)與程序完成任務(wù) 遵守飯店的規(guī)章制度及酒店令客人滿意計(jì)劃，推廣相關(guān)系統(tǒng)的程序知 識(shí)，盡可能的超越客人期望管理餐廳服務(wù)管理現(xiàn)金的兌付和每日的結(jié)帳工作監(jiān)督每日財(cái)務(wù)報(bào)告指導(dǎo)員工了解信用政策和設(shè)備建立現(xiàn)金安全兌換程序負(fù)責(zé)設(shè)備的維護(hù)監(jiān)

6、督客用設(shè)施和對(duì)客服務(wù)的標(biāo)準(zhǔn)控制存貨并監(jiān)督存貨安全程序參與菜單和酒單的編寫管理/戰(zhàn)備計(jì)劃參與戰(zhàn)略計(jì)劃的制定和開(kāi)發(fā)參與準(zhǔn)備和制定部門 / 單元 / 服務(wù)點(diǎn)的目標(biāo)2. Management/Strategic PlanningTake part in strategic planning and development Take part in the preparation and planning and department/unit/outlet goals and objectives Access sales and marketing data Participate in the p

7、reparation of strategic plans and operation plans Determining a purchasing plan, according to the financial budget of the outlet Determining optimum staffing, product, stock and equipment levels, in relation to business needs, keeping in mind the various seasonal periods of businessAssist with the p

8、lanning and implementation of sales & marketing strategiesAssist with the preparation of sales and marketing plansAssist with the development of new products and servicesAssist with the development of marketing strategies Assist with the evaluation of sales and marketing activitiesConsider economic/

9、political social issues relevant to the departmentTake into account external economic issues when planning and making decisions Anticipate economic business level fluctuations Monitor information and trends in the industry Interpret economic dataConsider tourism issues relevant to the department參與準(zhǔn)備

10、戰(zhàn)略計(jì)劃和經(jīng)營(yíng)計(jì)劃掌握市場(chǎng)營(yíng)銷數(shù)據(jù)根據(jù)經(jīng)營(yíng)情況，制定每年和每月預(yù)算根據(jù)生意需求及淡、旺季情況決定運(yùn)作設(shè)備協(xié)助市場(chǎng)營(yíng)銷戰(zhàn)略的計(jì)劃和實(shí)施協(xié)助準(zhǔn)備市場(chǎng)營(yíng)銷計(jì)劃協(xié)助發(fā)展新產(chǎn)品和服務(wù)協(xié)助發(fā)展?fàn)I銷戰(zhàn)略 協(xié)助評(píng)價(jià)市場(chǎng)營(yíng)銷活動(dòng)考慮與部門相關(guān)的經(jīng)濟(jì) /政治/ 社會(huì)因素的資料 在制定計(jì)劃和決策時(shí)考慮外部經(jīng)濟(jì)因素 預(yù)測(cè)經(jīng)濟(jì)波動(dòng)水平 解釋經(jīng)濟(jì)數(shù)據(jù) 在經(jīng)營(yíng)中考慮政治和社會(huì)影響 考慮與部門相關(guān)的旅游事件在做計(jì)劃和決策時(shí)考慮旅游事件分析旅游數(shù)據(jù) 與相關(guān)團(tuán)體保持聯(lián)系 確認(rèn)質(zhì)量管理系統(tǒng)的大環(huán)境 財(cái)務(wù)管理收銀系統(tǒng)、現(xiàn)金、點(diǎn)菜單的管理每天檢查收銀機(jī)工作系統(tǒng)保證所有現(xiàn)金收入和收銀系統(tǒng)按照標(biāo)準(zhǔn)和程序操作確保所有帳單輸入、打印正確所有取

11、消帳單、點(diǎn)菜單必須由餐廳經(jīng)理簽字和注明原因 日常財(cái)務(wù)管理Consider political and social influences on businessAnalyze tourism data Liaise with relevant parties Identify major environmental quality management systems3. Finance Management3.1 POS systems (captain orders, shift change control of cash) Control and check daily operati

12、on of all POS systems Ensure that all cash floats and all systems are as per the P&P of the accounting department Ensure that all checks are posted accurately to the appropriate codes and departments All canceled dockets are to be summarized on the void and canceled summary and signed3.2 Manage fina

13、ncial matters Assist with the management of department finances Prepare and monitor accounts of the unit/outlet Prepare and manage unit/outlet budgets Monitor, analyze and report variations from the budget Prepare unit/outlet performance reports Perform and interpret ratio analysis Analyze trend dat

14、aMake pricing decisions in cooperation with Director of F&BAnalyze sales mix4 Purchasing/Stock4.1 Manage purchasing & stock controlIn conjunction with the Purchasing Manager to協(xié)助管理部門財(cái)務(wù)準(zhǔn)備和監(jiān)督單元 / 小組的賬務(wù) 準(zhǔn)備和管理單元 / 小組的預(yù)算 控制、分析和報(bào)告預(yù)算的變動(dòng) 準(zhǔn)備單元 / 小組表現(xiàn)報(bào)告 進(jìn)行和解釋比率分析 分析趨勢(shì)性數(shù)據(jù) 與餐飲總監(jiān)配合制定價(jià)格決策 分析銷售結(jié)構(gòu) 采購(gòu)/ 存貨管理采購(gòu) / 存貨控制

15、與采購(gòu)經(jīng)理 / 餐飲總監(jiān)配合發(fā)展和監(jiān)督采購(gòu)程序的完成 建立采購(gòu)明細(xì)單 評(píng)估貨物和服務(wù)的標(biāo)價(jià) 商議價(jià)格和采購(gòu)條款 準(zhǔn)備采購(gòu)預(yù)算 建立經(jīng)濟(jì)的訂購(gòu)數(shù)量 建立存貨控制程序監(jiān)督采購(gòu)及存貨控制建立存貨控制程序 監(jiān)督存貨控制程序的完成 準(zhǔn)備和解釋存貨報(bào)告 按照采購(gòu)程序和明細(xì)單進(jìn)行采購(gòu)和庫(kù)存 按照存貨控制程序處理和儲(chǔ)存存貨 人力資源 管理證書獲得 TSW培訓(xùn)技巧、 MFT、 SOFT SKILL 培訓(xùn)技巧及管理技巧證書 培訓(xùn)培訓(xùn)、發(fā)展和管理員工 根據(jù)員工實(shí)際情況實(shí)行因材施教的培訓(xùn) 操作管理develop and monitor the implementation of purchasing procedur

16、esDevelop purchasing specifications Assess tenders for goods and services Negotiate prices and terms of purchase Prepare budgets for purchases Establish economical order quantities Develop stock control procedures4.2 Supervise purchasing & stock controlMonitor the implementation of purchasing proced

17、uresMonitor the implementation of stock control proceduresPrepare and interpret stock reportsPurchase stock/ inventory according to purchasing procedures and specificationsHandle and store stock according to stock control procedures5 Human Resources5.1 CertificatesBe certified in TSW, MFT, SOFT SKIL

18、LS and other management skills5.2 Training:Training, development and rostering of staff Determining and implementing on going training needs for associates at different levels5.3 Manage work operationsCoordinate work operations within the department/unit/outletDevelop performance standards for opera

19、tions in the department/ unit/outlet在部門 / 單元 / 服務(wù)點(diǎn)內(nèi)進(jìn)行協(xié)調(diào) 建立部門 / 單元 / 服務(wù)點(diǎn)的實(shí)際工作水平 評(píng)估工作表現(xiàn)，并在必要時(shí)制定調(diào)整計(jì)劃 與其它部門 / 單元間運(yùn)轉(zhuǎn)協(xié)調(diào) 監(jiān)督單元工作效率管理職業(yè)關(guān)系 避免和調(diào)解報(bào)怨 與員工溝通避免與工作相關(guān)的矛盾 解決爭(zhēng)端 約束員工遵守紀(jì)律員工管理 明確和制定本部門各崗位所需人員的編制計(jì)劃 招聘員工 準(zhǔn)備員工花名冊(cè) 鼓勵(lì)員工掌握多技能以保證員工在工作繁忙時(shí)最大的工作適應(yīng)性 維護(hù)現(xiàn)有員工記錄 使用“酒店人力資源管理系統(tǒng)”制定所在責(zé)任區(qū)內(nèi)的各崗位描述 使用“酒店人力資源管理系統(tǒng)”來(lái)管理員工培訓(xùn)和發(fā)展 協(xié)助計(jì)

20、劃和實(shí)施入店教育 進(jìn)行員工表現(xiàn)評(píng)估 實(shí)施員工離職面談指導(dǎo)員工 給予所管轄的員工以不斷的建議和支持 指導(dǎo)員工表現(xiàn) 實(shí)施合適的管理方式給予員工動(dòng)力和溝通（一對(duì)一）指導(dǎo)員工 必要時(shí)對(duì)員工進(jìn)行個(gè)別面對(duì)面指導(dǎo)菜單、酒水知識(shí)菜單Assess work operations and prepare plans to implement change when requiredCoordinate between other departments/ units Monitor productivity of the unit5.4 Manage industrial relationsPrevent and

21、 resolve grievancesCounsel staff and prevent work related problemsResolve disputesDiscipline staff5.5 Staff managementDetermine and plan for future staffing needs Recruit staff and carry out interviews Prepare staff rostersFacilitate multi-skill ensuring maximum flexibility of staff rotation to busy

22、 areas all exercised Maintain up-to-date staff records Customize position profiles for your area of responsibility using the Hotel Human Resources Management SystemManage staff training and development using Hotel Human Resources Management System Assist with the planning and delivery of orientation

23、 programsImplement staff performance appraisalsCarry out exit interviews5.6 Supervise StaffProvide ongoing advice and support to staff under your supervisionSupervise staff performanceImplement appropriate management practices that provide staff motivation and communication5.7 Instruct staff (one to

24、 one)熟悉餐飲知識(shí)和餐廳菜單 與行政總廚共同磋商制定菜單 了解并熟知所有食品準(zhǔn)備的標(biāo)準(zhǔn)和程序 控制食品出產(chǎn)的標(biāo)準(zhǔn)酒水熟悉酒水知識(shí)熟悉葡萄酒、烈酒知識(shí)和雞尾酒的配制酒水服務(wù)知識(shí)對(duì)客服務(wù) / 銷售管理對(duì)客服務(wù)確保員工根據(jù) SGSS標(biāo)準(zhǔn)給客人提供服務(wù)加強(qiáng)、提高服務(wù)水準(zhǔn)以超出規(guī)定的服務(wù)要求 承擔(dān)起客人滿意的責(zé)任 負(fù)責(zé)向客人傳送高水平服務(wù) 負(fù)責(zé)對(duì)客服務(wù)戰(zhàn)略的發(fā)展和實(shí)施 負(fù)責(zé)銷售和促銷產(chǎn)品與服務(wù)掌握仕達(dá)屋 SPG推廣計(jì)劃不斷為酒店產(chǎn)品與服務(wù)發(fā)展銷售和促銷戰(zhàn)略 對(duì)客服務(wù) / 關(guān)系為客人提出有創(chuàng)造性的建議 傳送高水平對(duì)客服務(wù) 確保客人的需求和合理的要求被滿足 不斷尋找機(jī)會(huì)改進(jìn)對(duì)客服務(wù) 遵守酒店顧客滿意標(biāo)準(zhǔn)

25、 建立和維持有效的對(duì)客關(guān)系 以職業(yè)化的態(tài)度和形象展示有效的和合適的對(duì)客服務(wù)技巧 用可以增進(jìn)友好、信任和滿意的態(tài)度與客人交流 采取合適的行動(dòng)解決客人抱怨Provide one to one instruction to staff members when required6 Menu KnowledgeMenuGood command of food product and menu knowledge Consult with Executive Chef, regarding menu planning and delivery of serviceTotal knowledge & un

26、derstanding of food preparation standard & procedureContinually examine goods for quality and quantityDrink listGood command of beverage knowledge Good knowledge of wines, spirits and cocktail recipesImplement beverage service skill7 Guest Service/SalesManage guest serviceEnsure that service is carr

27、ied out in accordance with S &P s and STAR standards Responsible for guest and staff satisfaction in the outletContinually improving and enhancing service standards, and updating the standards and procedures as and when required Manage the delivery of high quality service to guestsManage the develop

28、ment and implementation of guest service strategiesManage the sales and promotion of products and services確保所有的問(wèn)題被依次解決并親自確認(rèn)客人對(duì)所有問(wèn)題都滿意 銷售和促銷產(chǎn)品與服務(wù)使用鼎力銷售的方法和建議性銷售的技巧銷售酒店的產(chǎn)品與服務(wù) 促銷酒店和酒店的產(chǎn)品與服務(wù) 維持對(duì)產(chǎn)品和服務(wù)的高度了解以便于向客人解釋和銷售服務(wù)和設(shè)施 電腦維護(hù)電腦系統(tǒng)與信息經(jīng)理和餐飲總監(jiān)配合維護(hù)安全數(shù)據(jù) 解決系統(tǒng)和設(shè)備問(wèn)題 人力資源電腦系統(tǒng)掌握和使用酒店人力資源管理系統(tǒng)餐飲電腦系統(tǒng)掌握 DELPHI 電腦宴會(huì)銷售系

29、統(tǒng)掌握 MICROS 電腦收銀系統(tǒng) 掌握和使用餐飲電腦軟件 文字工作掌握和使用文字處理軟件包安全/清潔/ 養(yǎng)護(hù)管理安全 / 清潔 / 養(yǎng)護(hù) 與安全保衛(wèi)經(jīng)理配合為部門 /單元 /服務(wù)點(diǎn)建立并實(shí)施安全保衛(wèi)政 策和程序與合適的人員一起為部門 /單元 /服務(wù)點(diǎn)建立和實(shí)施清潔 /養(yǎng)護(hù)程 序維持一個(gè)安全可靠的工作環(huán)境強(qiáng)調(diào)保養(yǎng)職責(zé)，遵守工作區(qū)健康和安全法規(guī)、政策和程序采取行動(dòng)排除危險(xiǎn)，向上級(jí)或經(jīng)理報(bào)告危險(xiǎn)隱患堅(jiān)持酒店安全制度、緊急情況處理規(guī)定和程序Understand Starwood SPG plans Continually develop sales and promotional strategie

30、s for the Hotels products and services7.3 Guest service/ relationsMake appropriate recommendations to guests Deliver high quality service to guests Ensure guest needs and reasonable requests are met Seek opportunities to continually improve guest serviceAbide by the Hotel Guest Satisfaction System E

31、stablish and maintain effective guest relations Demonstrate effective and appropriate interaction with guests whilst maintaining a professional approach and imageCommunicate with guests in a manner which promotes goodwill, trust and satisfactionTake appropriate action to resolve guest complaints Mak

32、e sure all questions are well taken care of and personally check guest satisfaction of all questions7.4 Sell and promote products and servicesSell the hotel and Hotels products and servicesusing up-selling and suggestive selling techniques Promote the hotel and Hotels productsMaintain a high level o

33、f product and service knowledge in order to explain and sell services and facilities to guests8 Computer8.1 Maintain computer systemsIn conjunction with Information Systems Manager and Director of F&B:熟悉對(duì)財(cái)產(chǎn)安全、緊急救護(hù)和火警等處理程序依照酒店要求記錄安全日志和事故記錄清潔 / 養(yǎng)護(hù)工作 堅(jiān)持酒店的清潔和養(yǎng)護(hù) 保持維護(hù)所在工作區(qū)域的高度整潔溝通/ 日常工作會(huì)議 準(zhǔn)時(shí)出席各種會(huì)議 組織召開(kāi)餐前

34、會(huì)議，傳達(dá)信息建立溝通 / 管理系統(tǒng)和程序 建立，實(shí)施和監(jiān)督酒店溝通系統(tǒng)和程序 配合酒店目標(biāo)和方針建立合適的管理政策和程序管理工作關(guān)系 準(zhǔn)備和主持會(huì)議或小組展示向員工/ 管理者 / 其它組織通告酒店運(yùn)作和其它方面的情況 安排工作小組的體系和結(jié)構(gòu) 根據(jù)酒店 / 部門目標(biāo)、政策和實(shí)際情況與工作小組成員一起制定 小組目標(biāo) 管理跨文化交流維持和實(shí)施有效的人際交流技巧 使個(gè)人表現(xiàn)達(dá)到酒店和酒店標(biāo)準(zhǔn) 隨時(shí)表現(xiàn)出職業(yè)態(tài)度和行為 以不斷提高的標(biāo)準(zhǔn)分析、衡量、改善你的個(gè)人表現(xiàn)質(zhì)量體系 實(shí)施酒店質(zhì)量保障原則Maintain security of data遵守酒店和公司的所有工作指南Resolve systems

35、 and equipment problems遵守酒店行為準(zhǔn)則8.2 Human resources computer programs遵守酒店員工手冊(cè)Access and use the Hotel Human Resources Management遵守酒店和酒店和規(guī)章制度Systems溝通8.3 Food & beverage computerAccess and use MICROS cashier system以職業(yè)的、肯定的方式與部門和酒店員工建立起親密關(guān)系以促進(jìn)Access and use food & beverage computer programs團(tuán)隊(duì)精神和有效的雙向交流

36、8.4 Word processing與具不同文化背景的客人和同事有效溝通Access and use word processing computer packages在團(tuán)隊(duì)內(nèi)有效工作程序管理9 Safety/Cleaning/Maintenance準(zhǔn)備和維護(hù)文檔、報(bào)告、信函、備忘錄和其它相關(guān)業(yè)務(wù)資料9.1 Manage safety/cleaning/maintenanceIn conjunction with the Security Manager to manage確保在餐廳的每日工作日志中記錄下餐具情況，收入和利潤(rùn)，特the development and implementati

37、on of safety/殊事件，客人表?yè)P(yáng)和投訴及其它需記錄下的事件。工作日志每天security policies and procedures for thedepartment/ unit/outlet工作結(jié)束前需交給餐飲總監(jiān)過(guò)目和簽字In conjunction with appropriate personnel to manage保證所有報(bào)告和服務(wù)都按時(shí)完成the development and implementation of其它任務(wù)cleaning/maintenance programs for the department/完成你上級(jí)交待的其它任務(wù)unit/outlet9

38、.2 Maintain a safe and secure working environmentBe aware of duty of care, and adhere tooccupational health and safety legislation,policies and procedures- 完 -Initiate action to correct a hazardous situationand notify supervisors/ managers of potentialdangerAdhere to the hotels security and emergenc

39、ypolicies and proceduresBe familiar with property safety, current first aidfire emergency proceduresLog security incidents and accidents in accordance with hotel requirementsCleaning/maintenance programsAdhere to hotel cleaning and maintenance programs Ensure a high level of cleaning is maintained i

40、n your work area10 Communication/GeneralMeetingAttend and conduct departmental, and interdepartmental meetingsConduct daily pre meal meeting with associates to keep them informed of updates, new directions, policies and procedures and daily menu itemsDevelop communication/administration systems andp

41、rocedureDevelop, implement and monitor hotel communication systems and proceduresDevelop appropriate administrative policies and procedures in accordance with hotel goals and guidelinesManage working relationshipsPrepare and conduct meeting and group presentations to keep staff/ management/other par

42、ties informed of hotel operations and other relevant issues Plan team systems and structures Set team goals in consultation with team members according to hotel/ department goals, policies and practicesManage cross cultural communication10.4 Maintain and implement Effective interpersonal skillsMaint

43、ain personal presentation to hotel and Hotel standardsDemonstrate professional attitude and behavior at all timesAnalyze, evaluate and improve your personal performance on a continual basis10.5Quality SystemsApply hotel quality assurance principles10.6Comply with all hotel and corporate guidelinesAb

44、ide by the Hotel Code of ConductAbide by the Hotel Employee HandbookAbide by both the hotel and Hotel policies and procedures10.7 CommunicationInteract with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two-way commu

45、nicationDeal effectively with guests and workplace colleagues from a variety of cultures Work effectively in a team10.8 Administration ProceduresPrepare and maintain files, reports, letters, memorandums and other relevant business documentationEnsure a daily logbook for the outlet is maintained with information as to covers, revenues, special events, quest praise and complaints and other notes happenings. The logbook is left e