酒店客房送餐主管岗位职责

1、Room to have a great start 成功的开始Room Service Supervisor客房送餐主管Hotel Level:I -VDepartment:Food & Beverages Services酒店等级：一一五部门：餐饮服务部门Job Band:7Reports To:Asst. Food & Beverage Manager, Food & Beverage Manager,职位等级：7直属上级：Director Food & Beverage餐饮助理经理，餐饮经理，餐饮总监JOB OVERVIEW 职位概述 Man age a

2、ll aspects the hotel' s room service fun cti on. En sure complia nee with sta ndards of service andoperati ng 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 regulati ons con cer ning health, safety, or other complia nee requireme nts, as well as brandsta ndards and local policies

3、 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 & WResortsuests to feel special, cosmopolita n and In the Know which means we n eed you to:« Be charm ing by being approachable, hav ing con fide nee and show ing respect.« Stay in the momentby understandin

4、g and anticipating guests' needs, being attentive and takingown ership of gett ing things done.« Make it memorableby being knowledgeable, sharing stories and showing your style to create momentsthat 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。

5、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 man age the room service operati on by impleme nting the followi ng:*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 Impleme ntati on of sta ndards as detailed in the departme ntal sta

6、ndards and procedures man ualo监督部门工作程序手册中列岀的各项规范的贯彻执行。oEn force shift hand over procedureso执行交接班程序。oEn force correct bill pay ing procedureso遵守正确的结账程序。o Con duct effective shift briefi ngs en suri ng all staff are aware of VIPs, special occasi ons, daily specials; emphasis on up-selling certain prod

7、ucts; 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。oEn courage and motivate staff to provide optimum service dur ing all shiftso激励在岗员工为客人提供卓越的服务。« Share recomme ndati ons and guest comme nts to Chef and Food and Beverage Man ager to reflect curre nt customer profile«与厨师和餐饮经理交流意见和客人的建议

8、从而反应当前客人的情况。« Man age special ame nities and special eve nts* 特殊设施和活动的管理工作。« An ticipate market cha nges and review operati ons whe n n ecessary* 有效的预测市场的变化，并在必要时审评运营工作。* Con duct competitor an alysis对竞争对手进行分析。* Man age customer database and utilize effectively管理顾客数据库并有效的加以使用。* Up-sell pro

9、perty facilities*推销酒店的设施。* Actively pursue cost sav ing measures积极的实行节约成本的措施。* Recycle wherever possible* 尽可能再利用能源。* Man age wage and beverage cost* 管理工资和饮料成本。* Forecast ing* 进行预测工作。* Stock con trol有效的控制存货。* An alyze statistics and cha nge your operati ons to reflect customer prefere nces*分析统计数据，按照客

10、人的喜好改变运营方法。* Mix your own shift hours to en sure you know what is happe ning in your departme nt at all times (ie ni ghts, days, week-e nds and dur ing the week, break, lu nch and eve ning 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)。Page 2 of 5第6页，共5页«Con duct mon thly staff me

11、et ing to en sure all man ageme nt projects, policies, new product, staff moveme ntetc are no tified and docume nted. Duri ng this time, en courage commen ts and ideas from staff for thein terest of room service departme nt«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。« En force clea nli ness of Ro

12、om Service area and kitche n equipme nt 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 buildingrapport«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。«Mai nta in good relati ons with other members of Food and Be

13、verage in cludi ng Kitche n, Stewardi ng andService Operati ons* 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 departme ntal training and give support and feedback积极的参加部门培训并给予支持和反馈。« En sure sufficie nt operati onal equipme nt and linen* 确保备有充足的运营设备和布巾。Han dle guests compla ints pro

14、fessi on ally专业的处理客人的投诉。Han dle guests compla ints professi on allyReport and document every single glitch in food and beverage immediately, to superiors, Executive Chef and other related Man agers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 man power pla nning and man ageme nt n eeds

15、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 Department' s budget和上级领导一起编制和管理部门预算。ACCOUNTABILIT Y 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In directNA间接无Ann ual Operat ing Profit/Payroll Budget年度经营利润和薪金预算 Room Service Reve

16、nue Target«客房送餐营业收入目标Key Metrics -主要绩效指标« Room Service Reve nue Target 营业收入目标« Employee Satisfacti on Survey« 员工满意度调查Decisi on Making Resp on sibilities (Decisi on Rights) 决策职责(决策权)« Matters perta ining to Room Service Operati ons与客房送餐运营有关的事宜QUALIFICATIONS AND REQUIREMENTS任职

17、要求Required Skills -技能要求* Demon strated ability to in teract with customers, employees and third parties that reflects highly on the hotel, the brand and the Compa ny.*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 aware ness certificati on an d/or food service permit or valid health/food han dler card as req

18、uired by local gover nment age ncy.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 solv ing, reas oning, motivati ng, orga ni zati onal and tra ining abilities.具有解决问题，推理，号召，组织和培训能力* Good writ ing skills*具有良好的写作技能* Leadership Skills*具有领导能力Qualificati ons学历* Diploma in Hotel Man ageme nt, Food & Beverage, or related field.*酒店管理，餐饮或相关专业的大专学历。Experie nee -经历«4 years related experie nee, in clud ing supervisory experie nee, or an equivale nt comb in ati on of educati onand experie nee«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