酒店客房送餐主管岗位职责

Roomtohaveagreatstart成功的开始RoomServiceSupervisor客房送餐主管HotelLevel:酒店等级：I-V五Department:部门：Food&BeveragesServices餐饮服务部门JobBand:7ReportsTo:Asst.Food&BeverageManager,Food&BeverageManager,职位等级：7直属上级：DirectorFood&Beverage餐饮助理经理，餐饮经理，餐饮总监JOBOVERVIEW职位概述Manageallaspectsthehotel'sroomservicefunction.Ensurecompliancewithstandardsofserviceandoperatingprocedures.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。Adheretolocalregulationsconcerninghealth,safety,orothercompliancerequirements,aswellasbrandstandardsandlocalpoliciesandprocedures.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。AtInterContinentalHotels&Resorts®wewantourgueststofeelspecial,cosmopolitanandIntheKnowwhichmeansweneedyouto:Becharmingbybeingapproachable,havingconfidenceandshowingrespect.Stayinthemomentbyunderstandingandanticipatingguests'needs,beingattentiveandtakingownershipofgettingthingsdone.Makeitmemorablebybeingknowledgeable,sharingstoriesandshowingyourstyletocreatemomentsthatmakepeoplefeelspecial.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。DUTIESANDRESPONSIBILITIES工作职责Effectivelymanagetheroomserviceoperationbyimplementingthefollowing:有效的管理客房送餐的日常工作，确保如下工作的执行：oOverseetheImplementationofstandardsasdetailedinthedepartmentalstandardsandproceduresmanualo监督部门工作程序手册中列出的各项规范的贯彻执行。oEnforceshifthandoverprocedureso执行交接班程序。oEnforcecorrectbillpayingprocedureso遵守正确的结账程序。oConducteffectiveshiftbriefingsensuringallstaffareawareofVIPs,specialoccasions,dailyspecials;emphasisonup-sellingcertainproducts;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。oEncourageandmotivatestafftoprovideoptimumserviceduringallshiftso激励在岗员工为客人提供卓越的服务。SharerecommendationsandguestcommentstoChefandFoodandBeverageManagertoreflectcurrentcustomerprofile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。Managespecialamenitiesandspecialevents特殊设施和活动的管理工作。Anticipatemarketchangesandreviewoperationswhennecessary有效的预测市场的变化，并在必要时审评运营工作。Conductcompetitoranalysis对竞争对手进行分析。Managecustomerdatabaseandutilizeeffectively管理顾客数据库并有效的加以使用。Up-sellpropertyfacilities推销酒店的设施。Activelypursuecostsavingmeasures积极的实行节约成本的措施。Recyclewhereverpossible尽可能再利用能源。Managewageandbeveragecost管理工资和饮料成本。Forecasting进行预测工作。Stockcontrol有效的控制存货。Analyzestatisticsandchangeyouroperationstoreflectcustomerpreferences分析统计数据，按照客人的喜好改变运营方法。Mixyourownshifthourstoensureyouknowwhatishappeninginyourdepartmentatalltimes(ienights,days,week-endsandduringtheweek,break,lunchandeveningshifts)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)。Conductmonthlystaffmeetingtoensureallmanagementprojects,policies,newproduct,staffmovement•••etcarenotifiedanddocumented.Duringthistime,encourageenommandideasfromstafffortheinterestofroomservicedepartment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。EnforcecleanlinessofRoomServiceareaandkitchenequipmentandmaintenance执行客房送餐服务区域和厨房的清洁标准，并予以保持。Makeconversationtoguestsduringtheirorderandfindouttheirlikesanddislikesaswellasbuildingrapport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。MaintaingoodrelationswithothermembersofFoodandBeverageincludingKitchen,StewardingandServiceOperations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。Activelyparticipateindepartmentaltrainingandgivesupportandfeedback积极的参加部门培训并给予支持和反馈。Ensuresufficientoperationalequipmentandlinen确保备有充足的运营设备和布巾。Handleguestscomplaintsprofessionally专业的处理客人的投诉。HandleguestscomplaintsprofessionallyReportanddocumenteverysingleglitchinfoodandbeverageimmediately,tosuperiors,ExecutiveChefandotherrelatedManagers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。WorkswithSuperioronmanpowerplanningandmanagementneeds和上级领导一起进行人力规划和管理需求。WorkswithSuperiorinthepreparationandmanagementoftheDepartment'sbudget和上级领导一起编制和管理部门预算。ACCOUNTABILITY责任范围Numberofemployeessupervised-管理的员工DirectRoomServiceOrderTaker直接客房送餐侍应生IndirectNA间接无AnnualOperatingProfit/PayrollBudget-年度经营利润和薪金预算RoomServiceRevenueTarget客房送餐营业收入目标KeyMetrics-主要绩效指标RoomServiceRevenueTarget营业收入目标EmployeeSatisfactionSurvey员工满意度调查DecisionMakingResponsibilities(DecisionRights)-决策职责(决策权)MatterspertainingtoRoomServiceOperations•与客房送餐运营有关的事宜QUALIFICATIONSANDREQUIREMENTS任职要求RequiredSkills-技能要求Demonstratedabilitytointeractwithcustomers,employeesandthirdpartiesthatreflectshighlyonthehotel,thebrandandtheCompany.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。Alcoholawarenesscertificationand/orfoodservicepermitorvalidhealth/foodhandlercardasrequiredbylocalgovernmentagency.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。Problemsolving,reasoning,motivating,organizationalandtrainingabilities.具有解决问题，推理，号召，组织和培训能力Goodwritingskills具有良好的写作技能LeadershipSkills具有领导能力Qualifications-学历DiplomainHotelManagement,Food&Beverage,orrelatedfield.酒店管理，餐饮或相关专业的大专学历。Experience-经历4yearsrelatedexperience,includingsupervisoryexperience,oranequivalentcombinationofeducationandexperience4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。Thestatemen