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崗位職責/職位描述

·???????? Effectively manage the room service operation by implementing the following:

·???????? 有效的管理客房送餐的日常工作，確保如下工作的執(zhí)行：

o??? Oversee the Implementation of standards as detailed in the departmental standards and procedures manual

o??? 監(jiān)督部門工作程序手冊中列出的各項規(guī)范的貫徹執(zhí)行

o??? Enforce shift hand over procedures

o??? 執(zhí)行交接班程序

o??? Enforce correct bill paying procedures

o??? 遵守正確的結(jié)賬程序

o??? Conduct effective shift briefings ensuring all staff are aware of VIPs, special occasions, daily specials; emphasis on up-selling certain products; etc

o??? 有效的進行交接班說明會，確保所有員工了解重要客人，特殊活動，每日特價，重點是推銷某些產(chǎn)品等

o??? Encourage and motivate staff to provide optimum service during all shifts

o??? 激勵在崗員工為客人提供卓越的服務(wù)

·???????? Share recommendations and guest comments to Chef and Food and Beverage Manager to reflect current customer profile

·???????? 與廚師和餐飲經(jīng)理交流意見和客人的建議從而反應(yīng)當前客人的情況

·???????? Ensure that meals are being served in a professional and timely manner by circulating within the outlet and communicating with the kitchen and the order takers.

·???????? 通過各個部門之間的合作，確保餐飲出品的專業(yè)與及時
Handle guest complaints using Service Standards.

·???????? 按照標準處理客人的投訴

·???????? Monitor and supervise set up and maintenance of room service area to ensure that it is up to standard.

·???????? 監(jiān)督指導(dǎo)擺臺及服務(wù)區(qū)域達到標準

·???????? Ensure availability of manpower, supplies, and equipment to ensure positive guest experience.

·???????? 通過人力，供給，設(shè)備的提供來確保客人滿意的體驗

·???????? Assist in scheduling, supervision and control of TSA, servers, and bus attendants.

·???????? 幫助日程安排，按照標準監(jiān)督和管理服務(wù)員

·???????? Assist in the completion of reports on production and necessary requisitions.

·???????? 協(xié)助完成出品成果和需要采購的物品的報告

·???????? Assist in regulation of distribution of necessary supplies.

·???????? 協(xié)助糾正和分配必需品的補充

·???????? Adhere to and understand all In Room Dining policies and service procedures.

·???????? 清楚和遵守送餐部的服務(wù)標準與規(guī)章制度

·???????? Answer Customer Service Related Inquires.

·???????? 回答客人的相關(guān)問題

·???????? Accept and properly handle all cash and credit transactions.

·???????? 能夠掌握現(xiàn)金及信用卡的結(jié)賬

·???????? Possess knowledge of IRD Menu.

·???????? 精通送餐部菜單的知識

·???????? Properly use and supervise or train the use of Micros System.

·???????? 能夠使用，知道或培訓(xùn)電子收銀系統(tǒng)

·???????? Ensure that all condiments are served when needed and stocked in proper areas.

·???????? 確保調(diào)味品的備貨充足及服務(wù)

·???????? Ensure proper use of equipment and utilization of safety procedures.

·???????? 正確的使用設(shè)備確保安全

·???????? Supervise and stock and clean Refrigerator, prep area, condiment area.

·???????? 指導(dǎo)，備貨和冷柜的清潔，準備區(qū)域，調(diào)味品的存放

·???????? Ensure all food items are prepared in advance.

·???????? 確保預(yù)先準備所有食物

·???????? Participate in all closing procedures.

·???????? 參與所有的結(jié)束流程

·???????? Supervise, coach, and council all Associates.

·???????? 指導(dǎo)，培訓(xùn)員工，并多和員工討論

·???????? Supervise general cleaning tasks utilizing cleaning to adhere to health and safety standards.

·???????? 按照健康和安全的標準指導(dǎo)安排員工做正常的清潔工作

·???????? Checking on associate discipline, grooming standards and punctuality.

·???????? 監(jiān)督員工的紀律，儀容儀表規(guī)范及準時上下班

·???????? Ensuring of service standards during operations and also to give training and guidance.

·???????? 對員工做培訓(xùn)和指導(dǎo)確保部門運作期間標準的服務(wù)

·???????? Checking of guests’ satisfaction and proper handling of feedback and follow-up.

·???????? 調(diào)查客人的滿意度并跟進

·???????? To update and disseminate relevant information to associates.

·???????? 更新并與同事分享相關(guān)的信息

·???????? Associate development, counseling and resolving staff conflict

·???????? 對同事之間的沖突進行化解

·???????? Weekly entry of associate overtime and allowances

·???????? 每周記錄同事加班及補鐘

·???????? Updating of annual leave, PHs, MCs and other forms of leave.

·???????? 及時更新年假公休，婚嫁及其他各種假期

·???????? Keeping track of outlet’s operating cutleries and crockery to ensure par level for smooth operation.

·???????? 為確保餐廳運作的正常要明了部門運作使用的餐具及器皿

·???????? Requisition of items, which need to be replenished due to breakages or replacement.

·???????? 對由于破損和丟失所造成的物品的流失要及時地申請領(lǐng)貨

·???????? Responsible for raising stewarding/dry store requisition form.

·???????? 對大量的提貨負責

·???????? Monthly stock take of both the stewarding equipment and dry store par, with reference to checklists issued by the stewarding department and cost control respectively.

·???????? 每月在管事部及干貨倉庫的領(lǐng)貨記錄將被發(fā)放到管事部和成本部等相關(guān)部門

·???????? Responsible for the maintenance of all operating equipment and properties in the outlet.

·???????? 對部門的設(shè)備器材及用品等負責

·???????? To raise engineering work order and co-ordinate damaged items for repair.

·???????? 對損壞待修的東西要通知工程部來修

·???????? Liaise with engineering department for repair status and for collection of repaired items.

·???????? 隨時與工程部保持聯(lián)系，維修損壞的物品

·???????? Checking of void checks against daily void check report to ensure that all void checks are accounted for.

·???????? 按照每天賬單取消報表核對取消的賬單確保每張取消的賬單都有說明

·???????? Submission of void checks report and void checks together with daily media.

·???????? 登記取消的賬單，把每天的取消的賬單集中到一起

·???????? Collection and monitoring of daily outlet’s tips collection.

·???????? 監(jiān)督和收集每天的小費

·???????? Manage special amenities and special events

·???????? 特殊設(shè)施和活動的管理工作

·???????? Anticipate market changes and review operations when necessary

·???????? 有效的預(yù)測市場的變化，并在必要時審評運營工作

·???????? Conduct competitor analysis

·???????? 對競爭對手進行分析

·???????? Manage customer database and utilize effectively

·???????? 管理顧客數(shù)據(jù)庫并有效的加以使用

·???????? Up-sell property facilities

·???????? 推銷酒店的設(shè)施

·???????? Actively pursue cost saving measures

·???????? 積極的實行節(jié)約成本的措施

·???????? Recycle wherever possible

·???????? 盡可能再利用能源

·???????? Manage wage and beverage cost

·???????? 管理工資和飲料成本

·???????? Forecasting

·???????? 進行預(yù)測工作

·???????? Stock control

·???????? 有效的控制存貨

·???????? Analyze statistics and change your operations to reflect customer preferences

·???????? 分析統(tǒng)計數(shù)據(jù)，按照客人的喜好改變運營方法

·???????? Mix your own shift hours to ensure you know what is happening in your department at all times (ie nights, days, week-ends and during the week, break, lunch and evening shifts)

·???????? 混合自己的輪班時間確保隨時了解部門內(nèi)發(fā)生的事情(如夜班，白班，周末和周一至周五班，間休，午餐時間和晚班)

·???????? Conduct monthly staff meeting to ensure all management projects, policies, new product, staff movement …etc are notified and documented.? During this time, encourage comments and ideas from staff for the interest of room service department

·???????? 召開月度員工會議確保通知所有管理項目，規(guī)章，新產(chǎn)品，員工變動并記錄在案

·???????? Enforce cleanliness of Room Service area and kitchen equipment and maintenance

·???????? 執(zhí)行客房送餐服務(wù)區(qū)域和廚房的清潔標準，并予以保持

·???????? Make conversation to guests during their order and find out their likes and dislikes as well as building rapport

·???????? 在客人點餐時與客人交談，發(fā)現(xiàn)客人的喜好，同時建立友善的關(guān)系

·???????? Maintain good relations with other members of Food and Beverage including Kitchen, Stewarding and Service Operations

·???????? 與餐飲部其它部分保持良好的工作關(guān)系，包括廚房，管事部和服務(wù)部門

·???????? Actively participate in departmental training and give support and feedback

·???????? 積極的參加部門培訓(xùn)并給予支持和反饋

·???????? Ensure sufficient operational equipment and linen

·???????? 確保備有充足的運營設(shè)備和布巾

?

·???????? Handle guests complaints professionally

·???????? 專業(yè)的處理客人的投訴

·???????? Handle guests complaints professionally

·???????? Report and document every single glitch in food and beverage immediately, to superiors, Executive Chef and other related Managers

·???????? 及時向上級領(lǐng)導(dǎo)，行政總廚和相關(guān)經(jīng)理匯報餐飲工作中發(fā)生的每次事故并予以記錄

·???????? Works with Superior on manpower planning and management needs

·???????? 和上級領(lǐng)導(dǎo)一起進行人力規(guī)劃和管理需求

·???????? Works with Superior in the preparation and management of the Department’s budget

·???????? 和上級領(lǐng)導(dǎo)一起編制和管理部門預(yù)算