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崗位職責/職位描述

Customer Service賓客服務

·???????? Ensure the delivery of brand promise and provide exceptional guest service at all times.

確保遵循品牌承諾并始終提供優異的對客服務。

·???????? Provide excellent service to internal customers in other departments as appropriate.

在適當的時候為其他部門的內部客人提供優質服務。

·???????? Handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

禮貌而高效地處理所有客人和內部客人的投訴和詢問，確保問題得到圓滿解決。

·???????? Maintain positive guest and colleague interactions with good working relationships.

與客人和同事保持基于良好工作關系的互動接觸。

·???????? Establish a rapport with guests maintaining good customer relationships.

與客人建立并保持良好的客戶關系。

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Financial? 財政制度

·???????? Focus attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.

關注工作效率水平的提高以及在適用的原則指引下對于設施設備或者支出成本的慎重管理的要求以達到所有設備的最佳調配和能源使用效率。

·???????? Assist to ensure that the outlet is operated in line with maximizing profit while delivering on the brand promise.

確保遵守品牌承諾以追求利潤最大化為原則進行部門運作。

·???????? Assist the Outlet Assistant Manager to achieve the monthly and annual personal target and the outlet’s revenue.

協助部門副經理達到月度和年度個人目標和部門營業收入。

·???????? Ensure that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information

確保與財務記錄的保留、錢款處理和許可以及及時而準確的財政信息的上報全部符合酒店、公司和本地的制度、政策和規章的規定。

·???????? Assist in the inventory management and ongoing maintenance of hotel operating equipment and other assets.

協助進行盤點管理和酒店營運設備和其他設施持續的保存保養。

·???????? Ensure new technology and equipment are embraced, improving productivity whilst taking work out of the system.

確保使用新技術和設備，簡化工作系統提高工作效率。

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Operational? 營運

·???????? Ensure that minimum brand standards have been implemented.

確保酒店所有的乃至最細小的品牌標準都要被貫徹執行。

·???????? Embrace all the standard of Niccolo Hotels Global expectations.

遵循執行全球尼依格羅酒店期望值。

·???????? Work closely with other Outlet Managers in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

以支持和靈活的態度與其他員工緊密合作，著眼于整個酒店的成功和酒店客人的滿意度。

·???????? Ensure that Restaurants, Bars & Events colleagues work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.

以支持和靈活的態度和“團隊協作”的精神與其他部門合作。

·???????? Have a thorough knowledge and understanding of all Restaurants, Bars & Events items in the menu and the ability to recommend Restaurants, Bars & Events combinations and up sell alternatives.

對菜單上的所有菜品和飲料有全面的知識和理解，并能推薦菜品和飲料的搭配及促銷。

·???????? In the absence of Outlet Manager, conduct daily pre-shift briefings to colleagues on preparation, service and menu.

在經理不在時，給員工進行日常關于餐前準備、服務及菜單的例會。

·???????? Make order according to the procedures set answer guest inquiries and offer food, beverage and service suggestion.

按照程序點餐，回答客人問詢并為客人提供關于食品、飲料及服務的建議。

·???????? According to the Department standard, the food of the guest is presented to the guest perfectly and delivered to the guest's room on time.

按照部門標準，將客人的食品完美呈現給客人,按時送到客人房間。

·???????? Assist to liaise with the Culinary and Beverage Department on daily operations and quality control if appropriate.

針對每日營運和質量控制，協助與廚房及酒水部門密切溝通。

·???????? Perform the function of cashier and responsible for Infrasys cashiering procedure.

嚴格遵守財務部發出的關于收銀及現金處理的政策和程序。

·???????? Verify all credit cards presented by guest within validity of the card.

核對所有客人呈交信用卡，確保所有信用卡都在有效期內。

·???????? Verify cash received ensuring only genuine money been collected.

核對收取的現金，確保所收現金都是真鈔。

·???????? Be a hands-on supervisor and be present at all times in the Outlet, especially during busy periods.

做一個有執行能力的主管并時常出現在部門，特別是部門繁忙時。

·???????? Ensure par stock level of all items and guest supplies according to hotel requirement.

按照要求維持所有物品和客用品的標準庫存量。

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Personnel 人事

·???????? Support, demonstrate and reinforce the Niccolo Hotels Values and Culture Characteristics.

支持、證明并加強尼依格羅酒店價值觀和文化的特點。