五星级酒店餐饮部岗位职责.docx
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五星级酒店餐饮部岗位职责
JobSummary:
Toassisttheoutletmanagerinthesmoothandefficientoperationoftheassignedoutlet.OperatetheoutletunderthedirectionfromtheOutletmanagerasperthestandardsandproceduresandpracticemanagerialprinciples,inordertoachievedepartmentalgoals,intermsofGuestSatisfaction,financialtargets,andtrainingandhighemployeemorale.
岗位概述:
确保餐厅、酒吧及宴会的顺利运作,并超越客人的期望。
根据标准与程序将餐厅作为生意单位来经营。
作为餐厅经理应不断提高、完善管理技能,以实现本部门在客人满意率、利润收入指标、提高员工士气等方面目标。
Duties&Responsibilities:
Toachievedepartmentalgoals,intermsofGuestSatisfaction,financialtargets,trainingandhighemployeemorale.
1.Food&BeverageDepartment
1.1.Outletoperation
∙AssistwiththedevelopmentofStandards&Procedures,inkeepingwiththehotelpoliciesandprocedures
∙EnsureallthestafftocarryoutthetaskaccordingtotheS&P
∙Complieswiththehotelspecific,guidelinesofSheratonGuestsSatisfactionIndex.Theincumbentwillinitiatesystemsandprocedurestomeetandifpossibleexceedguest’sexpectations
∙Assistwiththemanagementofoutletservice
∙Assistwiththemanagementofcashhandlingproceduresandbankingprocedures
∙Overseethepreparationofdailybankingandcashflowreports
∙Instructstaffincreditpoliciesandfacilities
∙Instructstaffincashsecurityprocedures
∙Managethemaintenanceofequipment
∙Monitorstandardsofguestfacilitiesandservices
∙Controlstockandmonitorstocksecurityprocedures
∙Takepartinmenuandwinelistcreation
2.Management/strategicplanning
2.1.AssistinStrategicPlanningandDevelopment
∙Takepartinthepreparationandplanninganddepartment/unit/outletgoalsandobjectives
∙Accesssalesandmarketingdata
∙Participateinthepreparationofstrategicplansandoperationplans.
∙Determiningapurchasingplan,accordingtothefinancialbudgetoftheoutlet
∙Determiningoptimumstaffing,product,stockandequipmentlevels,inrelationtobusinessneeds,keepinginmindthevariousseasonalperiodsofbusiness
2.2.AssistwiththePlanningandimplementationofSales&MarketingStrategiesforoutlet.
∙Assistwiththepreparationofsalesandmarketingplans
∙Assistwiththedevelopmentofnewproductsandservices
∙Assistwiththedevelopmentofmarketingstrategies
∙Assistwiththeevaluationofsalesandmarketingactivities
2.3.ConsiderEconomicRelevanttotheDepartment
∙Takeintoaccountexternaleconomicissueswhenplanningandmakingdecisions
∙Anticipateeconomicbusinesslevelfluctuations
∙Monitorinformationandtrendsintheindustry
∙Interpreteconomicdata
2.4.QualityManagementSystems
∙Monitortheimplementationofqualitymanagementsystems
2.5.ConsiderTourismIssuesRelevanttotheDepartment
∙Considerpoliticalandsocialinfluencesonbusiness
∙Analyzetourismdata
∙Liaisewithrelevantparties
∙Identifymajorenvironmentalqualitymanagementsystems
3.FinanceManagement
3.1.POS.systems(Captainorders,shiftchangecontrolofcash)
∙ControlandcheckdailyoperationofallPOS.systems
∙EnsurethatallCashfloatsandallsystemsareaspertheP&Poftheaccountingdepartment
∙EnsurethatallChecksarepostedaccuratelytotheappropriatecodesanddepartments
∙Allcanceleddocketsaretobesummarizedonthevoidandcanceledsummaryandsigned
∙Accountforalldocketsusedlistoutalldocketcontrolformandallunuseddocket
∙Conductreadings/reportontheMicrosmachineatthestartandendoftheshift.
3.2.FinancialMatters
∙Assistinthepreparationandmonitoringtheaccountsoftheunit/outlet
∙Assistinthepreparationandmanagementoftheunit/outletbudgets
∙Monitor,analyzeandreportvariationsfromthebudget
∙Assistwiththepreparationofperformancereportsfortheunit/outlet
∙Assistwiththeratioanalysis
∙Assistwithanalysisofthetrenddata
∙Contributetopricingdecisions
∙Analyzesalesmix
4.Purchasing/Stock
4.1.ManagePurchasing&StockControlinconjunctionwiththeManager
4.2.StockControl
∙Handleandstorestockaccordingtostockcontrolprocedures
5.HumanResources
5.1.Certificate
∙BecertifiedTSW,MFT,SOFTSKILLSandothermanagementskills.
5.2.Training:
∙Training,developmentandrosteringofstaff.
∙Determiningandimplementingongoingtrainingneedsforassociatesatdifferentlevels.
5.3.ManageWorkOperations
∙Coordinateworkoperationswithinthedepartment/unit/outlet
∙Developperformancestandardsforoperationsinthedepartment/unit/outlet
∙Assessworkoperationsandprepareplanstoimplementchangewhenrequired
∙Coordinatebetweenotherdepartments/units
∙Monitorproductivityoftheunit
5.4.Industrialrelations
∙Preventandresolvegrievances
∙Counselstaffandpreventworkrelatedproblems
∙Resolvedisputes
∙Disciplinestaff
5.5.StaffManagement
∙Determineandplanforfuturestaffingneeds
∙AssistinRecruitingstaff
∙Preparestaffrosters
∙Facilitatemulti-skillensuringmaximumflexibilityofstaffrotationtobusyareasallexercised
∙Maintainup-to-datestaffrecords
∙CustomizepositionprofilesforyourareaofresponsibilityusingtheSheratonHumanResourcesManagementSystem
∙ManagestafftraininganddevelopmentusingSheratonHumanResourcesManagementSystem
∙Assistwiththeplanninganddeliveryofdepartmentorientationprograms
∙Implementstaffperformanceappraisals
∙Carryoutexitinterviews
5.6.SuperviseStaff
∙Provideongoingadviceandsupporttostaffundersupervision
∙Supervisestaffperformance
∙Implementappropriatemanagementpracticesthatprovidestaffmotivationandcommunication
5.7.InstructStaff
∙Provideonetooneinstructiontoassociateswhenrequired
6.MenuKnowledge
6.1.Menu
∙Goodcommandoffoodproductandmenuknowledge.
∙AssistOutletmanagerandExecutivechef,inmenuplanning
∙Goodknowledge&understandingofFoodServiceStandard&Procedure.
∙Toexaminegoodsforqualityandquantity
6.2.Drinklist
∙Goodcommandofbeverageknowledge
∙Implementbeverageserviceskills
7.GuestService/Sales
7.1.ManageGuestService
∙Responsibleforguestandstaffsatisfactionintheoutlet
∙Continuallyimprovingandenhancingservicestandards,andupdatingtheStandardsandProceduresasandwhenrequired.
∙Managethedeliveryofhighqualityservicetoguests
∙Managethedevelopmentandimplementationofguestservicestrategies
7.2.ManagetheSalesandPromotionofProductsandServices
∙UnderstandStarwoodSPGplans
∙ContinuallydevelopsalesandpromotionalstrategiesfortheHotel’sproductsandservices
7.3.GuestService/Relations
∙Makeappropriaterecommendationsforguests.
∙Deliverhighqualityservicetoguests
∙Ensureguestneedsandreasonablerequestsaremet
∙Seekopportunitiestocontinuallyimproveguestservice
∙AbidebytheSheratonGuestSatisfactionSystem
∙Establishandmaintaineffectiveguestrelations
∙Demonstrateeffectiveandappropriateinteractionwithguestswhilstmaintainingaprofessionalapproachandimage
∙Communicationwithguestsinamannerwhichpromotesgoodwill,trustandsatisfaction
∙Takeappropriateactiontoresolveguestcomplaints
∙Makesureallquestionsarewelltakencareoffandpersonallycheckguestsatisfactionofallquestions
7.4.SellandPromoteProductsandServices
∙SellthehotelandSheraton’sproductsandservicesusing-sellingandsuggestivesellingtechniques
∙PromotethehotelandSheraton’sproducts
∙Maintainahighlevelofproductandserviceknowledgeinordertoexplainandsellservicesandfacilitiestoguests
8.Computer
8.1.MaintainComputerSystems
∙InconjunctionwithInformationSystemsManagerandDirectorofF&B:
∙Maintainsecurityofdata
∙Resolvesystemsandequipmentproblems
8.2.HumanResourcesComputerPrograms
∙AccessandusetheSheratonHumanResourcesManagementSystems
8.3.Food&BeverageComputer
∙KnowhowtouseDELPHIbanquetsalescomputersystem
∙AccessanduseMICROScashiersystem
∙AccessanduseFood&Beveragecomputerprograms
8.4.WordProcessing
∙Accessandusewordprocessingcomputerpackages
9.Safety/Cleaning/Maintenance
9.1.ManageSafety/Cleaning/Maintenance
∙InconjunctionwiththeSafety/SecurityManagermanagethedevelopmentandimplementationofsafety/securitypoliciesandproceduresforthedepartment/unit/outlet
∙Inconjunctionwithappropriatepersonnelmanagethedevelopmentandimplementationofcleaning/maintenanceprogramsforthedepartment/unit/outlet
9.2.MaintainaSafeandSecureWorkingEnvironment
∙Beawareofdutyofcare,andadheretooccupationalhealthandsafetylegislation,policiesandprocedures
∙Initiateactiontocorrectahazardoussituationandnotifysupervisors/managersofpotentialdanger
∙Adheretothehotel’ssecurityandemergencypoliciesandprocedures
∙Befamiliarwithpropertysafety,currentfirstaidfireemergencyprocedures
∙Logsecurityincidentsandaccidentsinaccordancewithhotelrequirements
9.3.Cleaning/MaintenancePrograms
∙Adheretohotelcleaningandmaintenanceprograms
∙Ensureahighlevelofcleaningismaintainedinyourworkarea
10.Communication/General
10.1.Meeting
∙Attendandconductdepartmental,andInterdepartmentalmeetings
∙ConductdailypremealmeetingwithDinningRoomassociatestokeeptheminformedofupdates,newdirections,policiesandproceduresanddailymenuitems
10.2.ManageWorkingRelationships
∙Prepareandconductmeetingandgrouppresentationstokeepstaff/management/otherpartiesinformedofhoteloperationsandotherrelevantissues
∙Planteamsystemsandstructures
∙Setteamgoalsinconsultationwithteammembersaccordingtohotel/departmentgoals,policiesandpractices
∙Ma