崗位職責/職位描述

This position is concerned with the strategic management of the Banquet Department, in line with prescribed Hilton Worldwide & Hilton policies and procedures.

宴會廳經理的職位是極具挑戰性的工作,?應當遵守本酒店及希爾頓國際酒店既定的政策原則和運作程序。

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1.??????To maintain a high customer service focus by approaching your job with the customers always in mind.

在整個工作過程中，始終保持高度的客戶服務意識。??????????

2.??????To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.

保持積極的工作態度，做好本職工作，并且主動解決問題，能夠始終清晰的與客人或同事進行交流。

3.??????To contribute ideas and suggestions to enhance operational/environmental procedures in the Hotel.

能夠提出對酒店的運作及環境有益的意見或建議。

4.??????To actively promote the service and facilities of the Hilton Hotels to guests and suppliers of the hotel.

能夠積極的向客人及供應商推薦酒店的服務及設施。

5.?????To perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.

在工作過程中能夠做好本職工作，保證自己及其他人的安全。

6.????Actively seeking verbal feedback from customers and team members and managers at each service period.

在服務期間積極收集客人及服務人員的反饋。

7.????Agreeing and implementing actions to make improvements to customer service.

就如何改進對客服務采取相應的措施。

8.????Positively dealing with and learning from customer complaints and comments with follow up and feedback to the Catering Manager.

以積極的態度從客人的投訴和建議，并在協助宴銷經理處理事件的過程中吸取經驗。

9.????Positively dealing with and learning from customer complaints and comments with follow up and feedback to the Food and Beverage Manager.

以積極的態度處理客人的投訴及建議，并把必要的信息反饋給餐飲部經理。

10.??Be Pro-Active towards guests, assisting them with any reasonable requests, and training all team member to see these things before the guests ask.

主動的對待客人，滿足客人任何合理的要求，并且培訓員工能夠預見客人的要求。

11.???Having detailed knowledge of all departmental Standards.

熟悉部門服務標準。

12.??Being able to explain the standards to the team members and managers.

可以清楚的向其他員工解釋服務標準。

13.??Assessing team member performance against Standards.

能夠按照服務標準對其他員工的表現進行評估。

14.??Monitoring Standards through regular Standards Review checks.

通過反復檢查，督導服務標準的實施工作。

15.??Developing action plans to address shortfalls in Standards and identifying shortfalls before they affect customer service.

針對工作中的不足制定計劃，以避免影響對客服務質量。

16.??Implementing and following though improvements identified.

針對于工作中的不足采取必要的行動。

17.??Assist with preparing rosters and job schedules for team member to meet business needs (taking into consideration internal activities and occupancy and external events, promotions etc).

協助準備制定每位員工的排班表，及工作安排。（考慮內部活動，客人入住率，特殊活動及產品促銷等）

18.??Assist with communication to Front Office and Groups & Tours about any functions that concern them.

協助前臺與團隊的進行溝通聯絡，關心客人。

19.??To describe, assign and delegate duties and authority for the operation of the Catering department at all times.??????

分配，指派,?日常工作，授權宴會部門的營運活動。

20.??Planning ahead and ensuring adequate resources are available.

預先準備并確認各類物品的充足。

21.??To co-ordinate with Engineering and Housekeeping Departments to ensure maintenance and cleanliness. Ensure follow-up procedures are maintained.

與客房部及工程部門通力合作，保證部門設備的完好與清潔。

22.??Maintaining in-depth technical knowledge and skills required for the job.

保持崗位所需的知識的更新。

23.??To establish good communication with the Kitchen team.

與廚房的員工建立良好的溝通。

24.??To provide and communicate clear direction to the team.

為團隊提供正確的信息渠道。

25.??Maintain event and function histories to assist with returning events.

保留活動記錄。

26.??To attend & participate in regular F&B, operational & roster meetings.

參加餐飲部例會。

27.??Understanding the aims of the hotel and the department’s role in achieving it.

理解酒店的目標，清楚部門在完成目標過程中所扮演的角色。

28.??Communicating aims to the team during trainings & communication meetings.

培訓及部門會議時要有明確的目標。

29.??Getting members of the team to work co-operatively with others.

促使團隊中的成員竭誠合作。