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崗位職責/職位描述

賓客服務

Customer Service

1.確保所有員工遵循品牌承諾并始終提供優異的對客服務。

Ensures that all employees deliver the brand promise and provide
exceptional guest service at all times.

2.確保員工同樣在適當的時候為其他部門的內部客人提供優質服務。

Ensures that employees also provide excellent service to internal
customers in other departments as appropriate.

3.在公共區域花時間觀察員工和客人之間的交流并和客人交談，必要的時候通過部門經理在對客服務技能上對員工進行指導。

Spends time in public areas observing employee-guest interaction and
talking with guests, works through Heads of Department to coach employees in
guest service skills as necessary.

4.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。

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

5.與客人和同事保持基于良好工作關系的互動接觸。

Maintains positive guest and colleague interactions with good working
relationships.

財務

Financial

1.將員工的工作能力通過多項技能、多項任務和有彈性的日程安排的運用，以完成經營上的財政目標和顧客期望。

Maximises employee productivity through the use of multi-skilling,
multi-tasking and flexible scheduling to meet the financial goals of the
business as well as the expectations of the guests.

2.確保每個盈利部門（例如：餐廳、酒吧、宴會廳）都在遵循品牌承諾的條件下以利潤為目標而運作。

Ensures that each profit centre (e.g. Outlet, Bar, Banquets) is operated
in line with maximising profit while delivering on the brand promise.

3.確保每個消耗部門（例如：管事部）同樣在遵循對客人的品牌承諾的條件下，以可能達到的合適的成本損耗結構運作。

Ensures that each cost centre (e.g. Stewarding) operates with the lowest
possible cost structure while also delivering on the brand promise to the
guest.

4.協助餐飲部年度經營計劃的準備工作。

Assists in the preparation of the Annual Business Plan for Food and
Beverage.

5.協助進行月度的再度預測，適當的時候讓各個部門經理參與其中。

Assists in the monthly reforecasting, involves the respective Heads of
Department as appropriate.

6.?以主要的業績表現指數為基礎對成本進行預先管理控制，適當的時候讓各個部門經理參與其中。

Manages costs proactively based on key performance indicators, works
with the respective Heads of Department as appropriate.

7.確保與財務記錄的保留、錢款處理和許可全部符合酒店、公司和本地的制度、政策和規章的規定。

Ensures that all hotel, company and local rules, policies and
regulations relating to financial record keeping, money handling and licensing
are adhered to.

8.協助進行盤點管理以及酒店營運設備和其他設施持續的保存保養。

Assists in the inventory management and ongoing maintenance of hotel
operating equipment and other assets.

9.積極參加每周收益管理會議，監督適用的價格結構以達到收益和餐廳及宴會廳整體利潤的優化。

Participates in weekly yield and revenue management meetings actively,
oversees the appropriate pricing structures to maximise yield and overall
profits in Outlets and Banquets.

市場營銷

Marketing

1.協助準備、使用并更新一份年度市場計劃，按照部門需要分派到各個部門。

Assists in the preparation, utilisation and update of the Annual
Marketing Plan, broken down as necessary by department.

2.不斷評估當地、國內和國際市場趨勢、供應商和其他酒店/餐飲企業營運狀況以確保酒店自身經營狀況保持競爭力和優先位置。

Evaluates local, national and international market trends, vendors and
other hotel/restaurant operations constantly to make sure that the hotel’s
operations remain competitive and cutting edge.

3.鼓勵部門經理尋求市場和公關方面的機會以加強關注力并最終帶來生意。

Encourages Heads of Department to look for Marketing and Public
Relations opportunities to increase awareness and ultimately business.

營運

Operational

1.確保酒店所有的乃至最細小的品牌標準都要被貫徹執行并在適用的地方有選擇地執行品牌標準。

Ensures that all company minimum brand standards have been implemented,
and that optional brand standards have been implemented where appropriate.

2.監督所有營運情況，尤其在旺季期間，并和各個部門經理一起調整需要改動的地方。

Monitors all operations, especially during peak business periods,
working through the respective Head of Department to make adjustments where
necessary.

3.確保貫徹執行所有凱悅溫情和餐飲經典20條的標準。

Ensures that all Touches of Hyatt and the Food and Beverage Top 20 are
implemented.

4.確保餐飲部對于客戶調查結果做出回應并落實相應的改善措施。

Ensures that Food and Beverage Departments respond to the results of the
Consumer Audit and to ensure that the relevant changes are implemented.

5.以支持和靈活的態度與其他管理層成員緊密合作，著眼于整個酒店的成功和酒店客人的滿意度。

Works closely with other Executive Committee members in a supportive and
flexible manner, focusing on the overall success of the hotel and the
satisfaction of hotel guests.

6.確保餐飲部員工以支持和靈活的態度和“團隊協作”的精神與其他部門合作。

Ensures that Food and Beverage employees work in a supportive and
flexible manner with other departments, in a spirit of “We work through Teams”.

7.確保所有員工了解季節性產品和市場上的新產品的消息。

Ensures that all employees are up to date with the availability of
seasonal and new products on the market.

8.在營運過程中將對于餐飲產品的檢驗和監督貫穿始終，并在適當的情況下作出反饋。

Tastes and monitors the food and beverage products served throughout the
operation, provides feedback where appropriate.