1、JOB DESCRIPTION工作职责JOB TITLE 职位 : Supervisor / Restaurant Manager 楼面主管/ 楼面经理DEPARTMENT 部门 : Chinese Section 中餐部GRADE/LEVEL 级别 :REPORTS TO 直接上司 : Assistant Chinese Section Manager 餐厅经理RESPONSIBLE FOR 责任范围 : REVIEWED BY 制定/更新于 : SCOPE 工作范围 : To assist the Assistant Chinese Section Manager to achieve o
2、r surpass financial goals set in both the Restaurant budget and forecast through on-going motivation and training of staff members reporting to you; to ensure their comprehension and adherence to the clearly established service standards; to follow, train and ensure the adherence to procedures; to r
3、eady subordinates for promotion ensuring a smooth operation at all times and by setting an example of personal attention, care and anticipation of guest needs thus creating an atmosphere of professionalism and well-being in the outlet, leading to a highly successful operation.协助高级楼面经理完成或超越由餐厅预算与对正在进
4、行的经营活动的预测而制定出的营业目标，并培训员工向你报告；确保他们理解并执行已确认的服务标准；执行、培训并确保服务程序；使下级服从管理以确保运作顺利，准备关于对客服务的实例，如对客人的关注、关心以及预计客人的需求，从而在餐厅内创造出专业化与良好的环境，领导极为成功的运作。DUTIES/RESPONSIBILITIES:义务与责任:- Create through your total commitment to excellence an environment of complete well-being and satisfaction of our restaurant Patrons
5、by providing friendly, fast, consistent and professional service.完成你所有的义务以提供友善的、快速的、可靠的、专业的服务从而创造令顾客满意的良好环境- Contribute in every way possible to the profitability of the outlet by ensuring fast, attentive and professional service extended to all guests and by deploying up-selling techniques. Make it
6、 a point to personally approach each guest/table and enquire from the guest(s) how they are, if they are happy with there food and the service they are receiving. Rectify any negative comments personally and at once and discuss any negative comments in detail with the Assistant Chinese Section manag
7、er.确保向所有的顾客提供快速、殷勤的、专业化的服务与相应的推销，利用任何一个可能的机会增加餐厅的盈利，亲自询问每位/桌客人他们所享受的食物与服务是否让他们满意。亲自消除任何负面的意见，并与高级楼面经理一起细致讨论这些负面意见。- Monitor daily actual sales against the budget and the forecast and rectify any shortages through additional sales.监控日常的依照预算所制定出的现行销售方式，并预测和调整附加销售中的不足。- Reduce overhead costs by minimiz
8、ing un-productivity in labor deployment.根据人员配置的最小化配置减少超额费用的花费。- Manage and organize your operation. Delegate an appropriate amount of work to your subordinates.组织并管理您的运作。向您的下属适当授权。- Lead by example.起带头作用- You will be totally familiar with the menu and the daily specials, the mode of preparation and
9、the ingredients used in each dish. You will make it a point to check with the Chef daily as to items available in the kitchen which need pushing, items which are not on the menu and know all dishes not listed on the menu which the kitchen can prepare with ease. Equally, you must know all dishes/item
10、s on the menu which are not available or sold out and possibly necessitate a preparation change. Sold-out, not available items must be clearly written on the service board in the kitchen/service area by you.您必须对菜单、每日的特色菜、菜品的准备方式和每道菜所用的原料都非常熟悉。并且每日向厨师核对每日需要推销的菜品，哪些菜品没有上菜单，并且知道所有没有列上菜单但是厨房可以准备的菜品。同样的，
11、您也必须知道菜单上所有的菜品哪些不能被提供或者已卖完，并且做出必要的调整和改变，售完的和不能提供的菜品必须由您清楚地写在厨房/服务区域的服务公告板上。- You will know the wine list by heart, be familiar with all vintages and the characteristics of each wine. You will be informed by the Beverage Manager regarding wines/beverages which need pushing, vintages which have change
12、d and wines which are sold out.您必须用心了解酒单，并且对每种红酒酿造年份和特性都要非常熟悉。您需要向酒水部经理核对需要特别推销的酒水/饮料，过期的以及已售完的红酒。- If you are asked by the Assistant Chinese Section Manager to conduct the pre-service briefing, all pertinent information regarding the above must be passed on to the staff.如果您被高级楼面经理要求实施班前会，所有的相关信息都要求
13、传达给员工。- In your position, you will take particular care of your and your subordinates grooming at all times and wear your uniform with pride and great aplomb. You will ensure that their uniform is worn in the same spirit.您的职务要求您随时特别注意您的和您下属的仪容仪表，保证你穿着制服时保持自豪和自信。您必须确保他们穿着制服是保持同您一样的精神状态。- Establish ex
14、cellent rapport between yourself and all other departments and sections in the hotel and extend your full co-operation. This will pay off in a very short time in your area.与酒店其他部门机构建立非常友善良好的关系并开展好的合作。- You are totally familiar with all established standards/ procedures and your own and your subordin
15、ates job descriptions so that you can make clear, concise comments on all your subordinates performance. You know the Hotel employee and the dress and deportment handbooks by heart and through this keep tight, yet fair reins on your subordinates.您必须熟悉所制定的所有的标准/程序以及你的与您下属的职位要求，以便于您可以给与您下属的表现清楚准确地评价。您
16、必须熟记饭店员工手册并且要求您的下属贯彻执行以保持工作激情。- You must be totally familiar with all safety and security standards and procedures.您必须对安全保卫标准与程序相当熟悉。- You will meet with the Assistant Chinese Section Manager on a daily basis to update him on any and all occurrences having taken place, but not recorded in the log bo
17、ok and seek his instructions as to how to prevent any re-occurrences, suggest additional and specialized training for the subordinates in a particular subject and make your recommendations as to “how to solve the problem“.您需要每日同高级楼面经理会面以更新每日所发生的任何突发事件，但不需要记录进值班日记，只是寻求预防这类事件的再次发生的方法。建议组织下属参加额外的、特别的培训
18、，建议这一特别课程的内容为“怎样解决问题”。- You will read the Restaurant log book on a daily basis and note the most pertinent points particularly with regards to any deviation from standards. You will also note any comments made regarding a particular guest and his/her special requests.您必须每日查看餐厅的值班日记并签上中肯的意见尤其是有关于违背标准
19、的行为。并且您还要备注上有关于特殊客人与这些客人特殊要求的内容。- Make clear, concise and objective comments and recommendations to the Assistant Chinese Section. Manager as to how you suggest improvements of the overall standing of your assigned restaurant could be most effectively achieved向高级楼面经理清楚地、简练的、客观的提出改进你所负责的餐厅的意见或建议，并保证改
20、进方案被有效的实施。- You will arrange to have a monthly meeting of not less than 10 minutes with each Captain to discuss matters concerning staff, his/her own personal problems and to get a better “feel“ of the whole operation. Such meetings will be held in private.您必须安排不少于 10 分钟的与每位领班的周例会，讨论关于员工，他或她的个人问题等事宜
21、，让整个经营过程都能有一个很好的感觉。这样的会议应该秘密的进行。- You will be asked by the Assistant Chinese Section Manager to attend the Section meeting on a weekly basis.您将被高级楼面经理要求参加中餐部的每周例会。- Any special requests from you or any of your subordinates will have to be discussed and approved by the Assistant Chinese Section Manag
22、er.任何您的或您下属的特殊要求都要经过高级楼面经理的批准。- Should you for any reason have to request for a change in your duty schedule, scheduled day off or scheduled annual leave, such request must be brought to the attention of the Assistant Chinese Section Manager for his consideration/approval如果您因为任何理由要求改变您的工作时间、休息时间和年假时
23、间，这样的要求都要报给高级楼面经理，并获得他的认同/批准。- In case of sickness or any other reason preventing you from coming to work, you must inform the Assistant Chinese Section. Manager or his representative at the earliest possible time.如果您身体欠佳或有其他原因让您不能前来工作，您必须尽可能早的告知高级楼面经理或他授权的代表他的人。- You will attend with your subordina
24、tes the service staff food presentation/tasting when such presentation/tasting has been arranged by the Assistant Chinese Section Manager.当高级楼面经理安排菜品介绍/试尝的时候，您将会与您的下属一起参加提供给员工的新菜品的介绍/试尝。- You will attend with your subordinates the service staff wine and beverage tasting/presentation whenever such ta
25、sting have been arranged by the Assistant Chinese Section Manager.当高级楼面经理安排试尝的时候，您将与您的员工一起参加提供给员工的红酒和饮料的试尝/介绍。- You will raise every/all requisitions for operating supplies, needed for the operation and have it approved.您要负责提出餐厅运作所需的物品的申请，并使其得到批准。- You will assist the Assistant Chinese Section Manag
26、er with the proper storage, the turnover and cleanliness of guest supplies in his care.您需要协助高级楼面经理留意库存量、营业额以及客用品的卫生情况- The Captains are encouraged to solve any guest problems or complaints of minor importance directly. However, you must assist the Captains without delay if a guest is irate, abusive
27、or the staff finds it impossible to placate him/her.鼓励领班直接处理不太重要的关于客人的任何问题或投诉。但是，如果当客人生气、辱骂或员工无法安抚客人的时候您必须及时协助领班解决。Incidents of this nature must be reported as soon as possible to the hotel manager on duty.整个事件必须尽快向酒店当值经理报告。- If you hear any negative guest comments on any other services provided by
28、the hotel i.e. Telephone, Laundry, Housekeeping, Front Office etc., pass such comments fully and correctly on to the Asst. Chinese Section Manager.如果当你听到任何关于酒店其他服务的负面意见，如：电话、洗衣、客房、前台等等，请将这些意见完整的并准确地向高级楼面经理汇报。- For any repairs of non-urgent matter, you will inform the Assistant Chinese Section. Manag
29、er. In his absence, you will raise a work order, approve it and hand the copies to the Chinese Section Head on his returns for filing, and follow up. The original has to be sent to the Engineering Department without delay.关于不紧要的维修事件应向高级楼面经理汇报。在他缺席的时候，您将递交被批准的维修单，并将复印件交给中餐行政经理，当高级楼面经理返回后存档，并跟进。原单及时交与
30、工程部。- For urgent Engineering matters, the Chief Engineer or his deputy must be contacted without delay. Also, under these circumstances a repair and maintenance order must be raised and dealt with as above.很紧要的工程事件，需要及时与总工程师或他授权代表他的人联系。同样的，维修单将按上述程序上交。- Any matter pertaining to the bar or beverages
31、in general must be brought to the attention of the beverage manager.关于酒吧与酒水的任何时间需要告知酒水部经理。- You are directly responsible to ensure the safety and well-being of all restaurant patrons throughout and members of staff in your area in particular. 您有责任确保餐厅内所有客人和在您管辖区域内的员工的安全与健康。- It is your responsibilit
32、y to inform the Assistant Chinese Section Manager without delay regarding any member of your subordinate team contemplating to resign so that a suitable replacement can be found on a timely basis.您有责任及时告知高级楼面经理关于您下属的辞职意愿，以便及时安排合适的人选代替空缺。- You will inform the Assistant Chinese Section. Manager immedi
33、ately of any discontentment or problems arising from any member of your subordinate staff.您应及时向高级楼面经理反映关于您下属的不满情绪或问题。- Any verbal warning given and any official discussion held with any of your subordinates must be written down, stating all pertinent points discussed so that it can be filed on the i
34、ndividuals record.任何口头上的警告和任何与您下属正式的讨论都要求被记录下来，记录下所有讨论后的中肯的意见，以便于在个人记录中存档。- Twice a year you are responsible to prepare a written appraisal of each permanent employed Captain reporting to you most often, giving a clear and fair assessment of the individuals performance, discuss such appraisal in det
35、ail with the Captain concerned, who will have to sign the appraisal. This document is to be treated strictly confidential and be passed on to the Assistant Chinese Section. Manager by you personally.每年两次，您需要准备每位长期雇用领班的评估材料，并对其个人表现做出清楚地、公正的评价，并就这些评估与相关的领班细致讨论并签字确认。这些文件将作严格保密处理并由您本人亲自交给高级楼面经理。- You wi
36、ll read each appraisal made by your Captains of their subordinates and if you concur with the appraisals, initial them, pass them personally on to the Assistant Chinese Section. Manager and treat such document as confidential.您需要阅读下属对他的领班的评价，如果您赞同，签字后将其亲自交给高级楼面经理，并对这些文件作保密处理- You will conduct the da
37、ily pre-and post-service briefing and debriefing.您要主持日常的班前会和班后会。- You will attend all training session according to schedule.依照时间表，您将参加所有的培训。- The Assistant Chinese Section. Manager may ask you to conduct training sessions. It is your responsibility to prepare such training sessions with great atten
38、tion and care to ensure that the maximum value of learning is derived by all attendants from your sessions.高级楼面 经理可能会要求实施培训课程。您的责任是用心准备以确保参加您培训课程的服务员能最大限度从您的课程里获得价值。- You may be chosen by the Assistant Chinese Section Manager to attend cross-training in another department of the hotel. Such cross-tr
39、aining is given for your own benefit and you are encouraged to learn as much as possible. The report received from the “host department head“ on your performance/interest shown will form part of your personal file.您将有可能被高级楼面经理安排参加酒店其他部门的交叉培训。交叉培训将给你自身带来好处，并且也鼓励您尽可能多的去学习。从您去到的那个部门的部门总监那里获得关于您的表现/兴趣的报
40、告将存入您的个人档案，成为其中的一部分。- From time to time you will be asked by the Assistant Chinese Section. Manager to perform other duties and assignments and possibly assist on his behalf in other departments or outlets. 有时您将被高级楼面经理要求履行其他的任务和分配其他的工作，或协助其他部门或餐厅。- It is an integral part of your position to ready al
41、l your subordinates in general and the Captains in particular to any one who takes over from you where you are considered for promotion. It is therefore in your own interest to impart your knowledge without hesitation to them as your promotion depends entirely on the readiness of one of the Captains
42、 to take over from you.让您的所有下属，尤其是当您被考虑提升时准备接受您工作的领班做好准备是您工作的部分。您应毫不保留的将您的知识传授给他们，因为您的提升完全依仗将要接手您的工作的领班是否准备就绪 JOB PROFILE 任职要求 EDUCATION 受教育程度：EXPERIENCE 工作经验：COMPETENCIES 工作能力：MANAGEMENT/LEADERSHIP管理/领导能力RELATIONSHIP：人际关系COMMUNICATION：沟通能力TECHNICAL COMPETENCIES：技术能力 INDIVIDUAL CHARACTERISTICS个人性格:
43、OTHER SKILLS（LANGUAGE, COMPUTERS, )其它技能 (语言、电脑等)PREPARED BY : _ _制定人 ： Department Head 部门主管 Date 日期APPROVED BY: _ _批准人 ： General Manager 总经理 Date 日期ACCEPTED BY: _ _接受人： Employee 员工 Date 日期The content of this job description will be reviewed on a regular basis to incorporate any new responsibilities which reflect the hotel business requirements.此工作职责的内容将根据饭店营运的要求定期进行更新。
