国际酒店餐厅经理岗位职责(中英文详尽版)

1、Job Summary:To ensure smooth and efficient operation of the assigned outlets. Operate the outlets as a business unit as per the standards and procedures and practice managerial principles, in order to achieve departmental goals, in terms of guest satisfaction, financial targets, and training and hig

2、h employee morale岗位概述：确保餐厅、酒吧及宴会的顺利运作，并超越客人的期望。根据标准与程序将餐 厅作为生意单位来经营。作为餐厅经理应不断提高、完善管理技能，以实现本 部门在客人满意率、利润收入指标、提高员工士气等方面目标。Duties & Responsibilities:To achieve departmental goals, in terms of guest satisfaction, financial targets, training and high employee morale1. Food & Beverage Department1.1. Outle

3、t operationDevelop standards & procedures, in keeping with the hotel policies and proceduresEnsure all the staff carry out the tasks according to the S&PComplies with the hotel specific guidelines of Hotel Guests Satisfaction Index. The incumbent will initiate systems and procedures to meet and if p

4、ossible exceed guest s expectations Manage outlet service Manage cash handling proceduresOversee the preparation of daily banking and cash flow reportsInstruct staff in credit policies and facilities Establish cash security procedures Manage the maintenance of equipment Monitor standards of guest fa

5、cilities and services Control stock and monitor stock security procedures Take part in menu and wine list creation职责义务：实现本部门在客人满意率、利润收入指标、提高员工士气等方面为达到目标。餐饮部管理餐厅运行按照饭店的标准程序制定服务标准及规则 确保员工按照标准与程序完成任务 遵守饭店的规章制度及酒店令客人满意计划，推广相关系统的程序知 识，尽可能的超越客人期望管理餐厅服务管理现金的兑付和每日的结帐工作监督每日财务报告指导员工了解信用政策和设备建立现金安全兑换程序负责设备的维护监

6、督客用设施和对客服务的标准控制存货并监督存货安全程序参与菜单和酒单的编写管理/战备计划参与战略计划的制定和开发参与准备和制定部门 / 单元 / 服务点的目标2. Management/Strategic PlanningTake part in strategic planning and development Take part in the preparation and planning and department/unit/outlet goals and objectives Access sales and marketing data Participate in the p

7、reparation of strategic plans and operation plans Determining a purchasing plan, according to the financial budget of the outlet Determining optimum staffing, product, stock and equipment levels, in relation to business needs, keeping in mind the various seasonal periods of businessAssist with the p

8、lanning and implementation of sales & marketing strategiesAssist with the preparation of sales and marketing plansAssist with the development of new products and servicesAssist with the development of marketing strategies Assist with the evaluation of sales and marketing activitiesConsider economic/

9、political social issues relevant to the departmentTake into account external economic issues when planning and making decisions Anticipate economic business level fluctuations Monitor information and trends in the industry Interpret economic dataConsider tourism issues relevant to the department参与准备

10、战略计划和经营计划掌握市场营销数据根据经营情况，制定每年和每月预算根据生意需求及淡、旺季情况决定运作设备协助市场营销战略的计划和实施协助准备市场营销计划协助发展新产品和服务协助发展营销战略 协助评价市场营销活动考虑与部门相关的经济 /政治/ 社会因素的资料 在制定计划和决策时考虑外部经济因素 预测经济波动水平 解释经济数据 在经营中考虑政治和社会影响 考虑与部门相关的旅游事件在做计划和决策时考虑旅游事件分析旅游数据 与相关团体保持联系 确认质量管理系统的大环境 财务管理收银系统、现金、点菜单的管理每天检查收银机工作系统保证所有现金收入和收银系统按照标准和程序操作确保所有帐单输入、打印正确所有取

11、消帐单、点菜单必须由餐厅经理签字和注明原因 日常财务管理Consider political and social influences on businessAnalyze tourism data Liaise with relevant parties Identify major environmental quality management systems3. Finance Management3.1 POS systems (captain orders, shift change control of cash) Control and check daily operati

12、on of all POS systems Ensure that all cash floats and all systems are as per the P&P of the accounting department Ensure that all checks are posted accurately to the appropriate codes and departments All canceled dockets are to be summarized on the void and canceled summary and signed3.2 Manage fina

13、ncial matters Assist with the management of department finances Prepare and monitor accounts of the unit/outlet Prepare and manage unit/outlet budgets Monitor, analyze and report variations from the budget Prepare unit/outlet performance reports Perform and interpret ratio analysis Analyze trend dat

14、aMake pricing decisions in cooperation with Director of F&BAnalyze sales mix4 Purchasing/Stock4.1 Manage purchasing & stock controlIn conjunction with the Purchasing Manager to协助管理部门财务准备和监督单元 / 小组的账务 准备和管理单元 / 小组的预算 控制、分析和报告预算的变动 准备单元 / 小组表现报告 进行和解释比率分析 分析趋势性数据 与餐饮总监配合制定价格决策 分析销售结构 采购/ 存货管理采购 / 存货控制

15、与采购经理 / 餐饮总监配合发展和监督采购程序的完成 建立采购明细单 评估货物和服务的标价 商议价格和采购条款 准备采购预算 建立经济的订购数量 建立存货控制程序监督采购及存货控制建立存货控制程序 监督存货控制程序的完成 准备和解释存货报告 按照采购程序和明细单进行采购和库存 按照存货控制程序处理和储存存货 人力资源 管理证书获得 TSW培训技巧、 MFT、 SOFT SKILL 培训技巧及管理技巧证书 培训培训、发展和管理员工 根据员工实际情况实行因材施教的培训 操作管理develop and monitor the implementation of purchasing procedur

16、esDevelop purchasing specifications Assess tenders for goods and services Negotiate prices and terms of purchase Prepare budgets for purchases Establish economical order quantities Develop stock control procedures4.2 Supervise purchasing & stock controlMonitor the implementation of purchasing proced

17、uresMonitor the implementation of stock control proceduresPrepare and interpret stock reportsPurchase stock/ inventory according to purchasing procedures and specificationsHandle and store stock according to stock control procedures5 Human Resources5.1 CertificatesBe certified in TSW, MFT, SOFT SKIL

18、LS and other management skills5.2 Training:Training, development and rostering of staff Determining and implementing on going training needs for associates at different levels5.3 Manage work operationsCoordinate work operations within the department/unit/outletDevelop performance standards for opera

19、tions in the department/ unit/outlet在部门 / 单元 / 服务点内进行协调 建立部门 / 单元 / 服务点的实际工作水平 评估工作表现，并在必要时制定调整计划 与其它部门 / 单元间运转协调 监督单元工作效率管理职业关系 避免和调解报怨 与员工沟通避免与工作相关的矛盾 解决争端 约束员工遵守纪律员工管理 明确和制定本部门各岗位所需人员的编制计划 招聘员工 准备员工花名册 鼓励员工掌握多技能以保证员工在工作繁忙时最大的工作适应性 维护现有员工记录 使用“酒店人力资源管理系统”制定所在责任区内的各岗位描述 使用“酒店人力资源管理系统”来管理员工培训和发展 协助计

20、划和实施入店教育 进行员工表现评估 实施员工离职面谈指导员工 给予所管辖的员工以不断的建议和支持 指导员工表现 实施合适的管理方式给予员工动力和沟通（一对一）指导员工 必要时对员工进行个别面对面指导菜单、酒水知识菜单Assess work operations and prepare plans to implement change when requiredCoordinate between other departments/ units Monitor productivity of the unit5.4 Manage industrial relationsPrevent and

21、 resolve grievancesCounsel staff and prevent work related problemsResolve disputesDiscipline staff5.5 Staff managementDetermine and plan for future staffing needs Recruit staff and carry out interviews Prepare staff rostersFacilitate multi-skill ensuring maximum flexibility of staff rotation to busy

22、 areas all exercised Maintain up-to-date staff records Customize position profiles for your area of responsibility using the Hotel Human Resources Management SystemManage staff training and development using Hotel Human Resources Management System Assist with the planning and delivery of orientation

23、 programsImplement staff performance appraisalsCarry out exit interviews5.6 Supervise StaffProvide ongoing advice and support to staff under your supervisionSupervise staff performanceImplement appropriate management practices that provide staff motivation and communication5.7 Instruct staff (one to

24、 one)熟悉餐饮知识和餐厅菜单 与行政总厨共同磋商制定菜单 了解并熟知所有食品准备的标准和程序 控制食品出产的标准酒水熟悉酒水知识熟悉葡萄酒、烈酒知识和鸡尾酒的配制酒水服务知识对客服务 / 销售管理对客服务确保员工根据 SGSS标准给客人提供服务加强、提高服务水准以超出规定的服务要求 承担起客人满意的责任 负责向客人传送高水平服务 负责对客服务战略的发展和实施 负责销售和促销产品与服务掌握仕达屋 SPG推广计划不断为酒店产品与服务发展销售和促销战略 对客服务 / 关系为客人提出有创造性的建议 传送高水平对客服务 确保客人的需求和合理的要求被满足 不断寻找机会改进对客服务 遵守酒店顾客满意标准

25、 建立和维持有效的对客关系 以职业化的态度和形象展示有效的和合适的对客服务技巧 用可以增进友好、信任和满意的态度与客人交流 采取合适的行动解决客人抱怨Provide one to one instruction to staff members when required6 Menu KnowledgeMenuGood command of food product and menu knowledge Consult with Executive Chef, regarding menu planning and delivery of serviceTotal knowledge & un

26、derstanding of food preparation standard & procedureContinually examine goods for quality and quantityDrink listGood command of beverage knowledge Good knowledge of wines, spirits and cocktail recipesImplement beverage service skill7 Guest Service/SalesManage guest serviceEnsure that service is carr

27、ied out in accordance with S &P s and STAR standards Responsible for guest and staff satisfaction in the outletContinually improving and enhancing service standards, and updating the standards and procedures as and when required Manage the delivery of high quality service to guestsManage the develop

28、ment and implementation of guest service strategiesManage the sales and promotion of products and services确保所有的问题被依次解决并亲自确认客人对所有问题都满意 销售和促销产品与服务使用鼎力销售的方法和建议性销售的技巧销售酒店的产品与服务 促销酒店和酒店的产品与服务 维持对产品和服务的高度了解以便于向客人解释和销售服务和设施 电脑维护电脑系统与信息经理和餐饮总监配合维护安全数据 解决系统和设备问题 人力资源电脑系统掌握和使用酒店人力资源管理系统餐饮电脑系统掌握 DELPHI 电脑宴会销售系

29、统掌握 MICROS 电脑收银系统 掌握和使用餐饮电脑软件 文字工作掌握和使用文字处理软件包安全/清洁/ 养护管理安全 / 清洁 / 养护 与安全保卫经理配合为部门 /单元 /服务点建立并实施安全保卫政 策和程序与合适的人员一起为部门 /单元 /服务点建立和实施清洁 /养护程 序维持一个安全可靠的工作环境强调保养职责，遵守工作区健康和安全法规、政策和程序采取行动排除危险，向上级或经理报告危险隐患坚持酒店安全制度、紧急情况处理规定和程序Understand Starwood SPG plans Continually develop sales and promotional strategie

30、s for the Hotels products and services7.3 Guest service/ relationsMake appropriate recommendations to guests Deliver high quality service to guests Ensure guest needs and reasonable requests are met Seek opportunities to continually improve guest serviceAbide by the Hotel Guest Satisfaction System E

31、stablish and maintain effective guest relations Demonstrate effective and appropriate interaction with guests whilst maintaining a professional approach and imageCommunicate with guests in a manner which promotes goodwill, trust and satisfactionTake appropriate action to resolve guest complaints Mak

32、e sure all questions are well taken care of and personally check guest satisfaction of all questions7.4 Sell and promote products and servicesSell the hotel and Hotels products and servicesusing up-selling and suggestive selling techniques Promote the hotel and Hotels productsMaintain a high level o

33、f product and service knowledge in order to explain and sell services and facilities to guests8 Computer8.1 Maintain computer systemsIn conjunction with Information Systems Manager and Director of F&B:熟悉对财产安全、紧急救护和火警等处理程序依照酒店要求记录安全日志和事故记录清洁 / 养护工作 坚持酒店的清洁和养护 保持维护所在工作区域的高度整洁沟通/ 日常工作会议 准时出席各种会议 组织召开餐前

34、会议，传达信息建立沟通 / 管理系统和程序 建立，实施和监督酒店沟通系统和程序 配合酒店目标和方针建立合适的管理政策和程序管理工作关系 准备和主持会议或小组展示向员工/ 管理者 / 其它组织通告酒店运作和其它方面的情况 安排工作小组的体系和结构 根据酒店 / 部门目标、政策和实际情况与工作小组成员一起制定 小组目标 管理跨文化交流维持和实施有效的人际交流技巧 使个人表现达到酒店和酒店标准 随时表现出职业态度和行为 以不断提高的标准分析、衡量、改善你的个人表现质量体系 实施酒店质量保障原则Maintain security of data遵守酒店和公司的所有工作指南Resolve systems

35、 and equipment problems遵守酒店行为准则8.2 Human resources computer programs遵守酒店员工手册Access and use the Hotel Human Resources Management遵守酒店和酒店和规章制度Systems沟通8.3 Food & beverage computerAccess and use MICROS cashier system以职业的、肯定的方式与部门和酒店员工建立起亲密关系以促进Access and use food & beverage computer programs团队精神和有效的双向交流

36、8.4 Word processing与具不同文化背景的客人和同事有效沟通Access and use word processing computer packages在团队内有效工作程序管理9 Safety/Cleaning/Maintenance准备和维护文档、报告、信函、备忘录和其它相关业务资料9.1 Manage safety/cleaning/maintenanceIn conjunction with the Security Manager to manage确保在餐厅的每日工作日志中记录下餐具情况，收入和利润，特the development and implementati

37、on of safety/殊事件，客人表扬和投诉及其它需记录下的事件。工作日志每天security policies and procedures for thedepartment/ unit/outlet工作结束前需交给餐饮总监过目和签字In conjunction with appropriate personnel to manage保证所有报告和服务都按时完成the development and implementation of其它任务cleaning/maintenance programs for the department/完成你上级交待的其它任务unit/outlet9

38、.2 Maintain a safe and secure working environmentBe aware of duty of care, and adhere tooccupational health and safety legislation,policies and procedures- 完 -Initiate action to correct a hazardous situationand notify supervisors/ managers of potentialdangerAdhere to the hotels security and emergenc

39、ypolicies and proceduresBe familiar with property safety, current first aidfire emergency proceduresLog security incidents and accidents in accordance with hotel requirementsCleaning/maintenance programsAdhere to hotel cleaning and maintenance programs Ensure a high level of cleaning is maintained i

40、n your work area10 Communication/GeneralMeetingAttend and conduct departmental, and interdepartmental meetingsConduct daily pre meal meeting with associates to keep them informed of updates, new directions, policies and procedures and daily menu itemsDevelop communication/administration systems andp

41、rocedureDevelop, implement and monitor hotel communication systems and proceduresDevelop appropriate administrative policies and procedures in accordance with hotel goals and guidelinesManage working relationshipsPrepare and conduct meeting and group presentations to keep staff/ management/other par

42、ties informed of hotel operations and other relevant issues Plan team systems and structures Set team goals in consultation with team members according to hotel/ department goals, policies and practicesManage cross cultural communication10.4 Maintain and implement Effective interpersonal skillsMaint

43、ain personal presentation to hotel and Hotel standardsDemonstrate professional attitude and behavior at all timesAnalyze, evaluate and improve your personal performance on a continual basis10.5Quality SystemsApply hotel quality assurance principles10.6Comply with all hotel and corporate guidelinesAb

44、ide by the Hotel Code of ConductAbide by the Hotel Employee HandbookAbide by both the hotel and Hotel policies and procedures10.7 CommunicationInteract with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two-way commu

45、nicationDeal effectively with guests and workplace colleagues from a variety of cultures Work effectively in a team10.8 Administration ProceduresPrepare and maintain files, reports, letters, memorandums and other relevant business documentationEnsure a daily logbook for the outlet is maintained with information as to covers, revenues, special events, quest praise and complaints and other notes happenings. The logbook is left e