五星级酒店餐饮部岗位职责.docx

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