酒店客房送餐主管岗位职责

Hotel Level:酒店等级：I V一五Department:部门：Food & Beverages Services餐饮服务部门Job Band:职位等级： 77Reports To:直属上级： Asst. Food & Beverage Manager, Food & Beverage Manager, Director Food & Beverage餐饮助理经理，餐饮经理， 餐饮总监JOB OVERVIEW职位概述 Manage all aspects the hotels room service function. Ensure compliance with standards of service and operating procedures. 管理酒店客房送餐服务职能的各方面工作。确保符合服务规范和运营程序。 Adhere to local regulations concerning health, safety, or other compliance requirements, as well as brand standards and local policies and procedures. 遵守当地的卫生和安全法规，或其它适用的规定，以及品牌规范和当地的规章制度。At InterContinental Hotels & Resorts we want our guests to feel special, cosmopolitan and In the Know which means we need you to: Be charming by being approachable, having confidence and showing respect. Stay in the moment by understanding and anticipating guests needs, being attentive and taking ownership of getting things done. Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.在洲际酒店及度假村，我们希望宾客感觉风格独特、时尚现代和深入洞悉，这意味我们需要你： 亲切、充满自信、体现尊重来展现富有魅力的你。 理解和预测宾客的需要、做到细心周到、具主人翁精神、把事情办好，保持专注当下。 见多识广、分享阅历、展现你的风格来创造令人感觉特别的时刻，做到令人难忘。DUTIES AND RESPONSIBILITIES工作职责 Effectively manage the room service operation by implementing the following: 有效的管理客房送餐的日常工作，确保如下工作的执行：o Oversee the Implementation of standards as detailed in the departmental standards and procedures manualo 监督部门工作程序手册中列出的各项规范的贯彻执行。o Enforce shift hand over procedureso 执行交接班程序。o Enforce correct bill paying procedures o 遵守正确的结账程序。o Conduct effective shift briefings ensuring all staff are aware of VIPs, special occasions, daily specials; emphasis on up-selling certain products; etco 有效的进行交接班说明会，确保所有员工了解重要客人，特殊活动，每日特价，重点是推销某些产品等。o Encourage and motivate staff to provide optimum service during all shiftso 激励在岗员工为客人提供卓越的服务。 Share recommendations and guest comments to Chef and Food and Beverage Manager to reflect current customer profile 与厨师和餐饮经理交流意见和客人的建议从而反应当前客人的情况。 Manage special amenities and special events 特殊设施和活动的管理工作。 Anticipate market changes and review operations when necessary 有效的预测市场的变化，并在必要时审评运营工作。 Conduct competitor analysis 对竞争对手进行分析。 Manage customer database and utilize effectively 管理顾客数据库并有效的加以使用。 Up-sell property facilities 推销酒店的设施。 Actively pursue cost saving measures 积极的实行节约成本的措施。 Recycle wherever possible 尽可能再利用能源。 Manage wage and beverage cost 管理工资和饮料成本。 Forecasting 进行预测工作。 Stock control 有效的控制存货。 Analyze statistics and change your operations to reflect customer preferences 分析统计数据，按照客人的喜好改变运营方法。 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) 混合自己的轮班时间确保随时了解部门内发生的事情(如夜班，白班，周末和周一至周五班，间休，午餐时间和晚班)。 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 召开月度员工会议确保通知所有管理项目，规章，新产品，员工变动并记录在案。 Enforce cleanliness of Room Service area and kitchen equipment and maintenance 执行客房送餐服务区域和厨房的清洁标准，并予以保持。 Make conversation to guests during their order and find out their likes and dislikes as well as building rapport 在客人点餐时与客人交谈，发现客人的喜好，同时建立友善的关系。 Maintain good relations with other members of Food and Beverage including Kitchen, Stewarding and Service Operations 与餐饮部其它部分保持良好的工作关系，包括厨房，管事部和服务部门。 Actively participate in departmental training and give support and feedback 积极的参加部门培训并给予支持和反馈。 Ensure sufficient operational equipment and linen 确保备有充足的运营设备和布巾。 Handle guests complaints professionally 专业的处理客人的投诉。 Handle guests complaints professionally Report and document every single glitch in food and beverage immediately, to superiors, Executive Chef and other related Managers 及时向上级领导，行政总厨和相关经理汇报餐饮工作中发生的每次事故并予以记录。 Works with Superior on manpower planning and management needs 和上级领导一起进行人力规划和管理需求。 Works with Superior in the preparation and management of the Departments budget 和上级领导一起编制和管理部门预算。ACCOUNTABILITY责任范围Number of employees supervised 管理的员工Direct Room Service Order Taker 直接 客房送餐侍应生Indirect NA间接 无Annual Operating Profit/Payroll Budget 年度经营利润和薪金预算 Room Service Revenue Target 客房送餐营业收入目标Key Metrics 主要绩效指标 Room Service Revenue Target 营业收入目标 Employee Satisfaction Survey 员工满意度调查Decision Making Responsibilities (Decision Rights) 决策职责(决策权) Matters pertaining to Room Service Operations 与客房送餐运营有关的事宜QUALIFICATIONS AND REQUIREMENTS任职要求Required Skills 技能要求 Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. 完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。 Alcohol awareness certification and/or food service permit or valid health/food handler card as required by local government agency. 持有当地政府规定的含酒精饮品知识课程证书或食品服务许可证或有效的健康或食品上岗证。 Problem solving, reasoning, motivating, organizational and training abilities. 具有解决问题，推理，号召，组织和培训能力 Good writing skills 具有良好的写作技能 Leadership Skills 具有领导能力Qualifications 学历 Diploma in Hotel Management, Food & Beverage, or related field. 酒店管理，餐饮或相关专业的大专学历。Experience 经历 4 years related experience, including supervisory experience, or an equivalent combination of education and experience 4年相关工作经历，包括管理经验，或与此相当的教育和相关工作经验结合的背景。The statements in this job descript