JD 大堂吧領(lǐng)班

1、JOB DESCRIPTION工作職責(zé)JOB TITLE 職位 : Lobby Lounge Captain 大堂吧 領(lǐng)班DEPARTMENT 部門 : Western Section西餐部GRADE/LEVEL 級(jí)別 : REPORTS TO 直接上司 : Asst. Venice Restaurant Manager 西餐廳副經(jīng)理RESPONSIBLE FOR 責(zé)任范圍 : Lobby Lounge Waitress /Hostess大堂吧 服務(wù)員/咨客REVIEWED BY 制定/更新于 : SCOPE 工作范圍 : To achieve or surpass financial goa

2、ls set in both the Lobby Lounge budget and forecast through on-going motivation and training of staff members reporting to you; to ensure their comprehension of the clearly established service standards/procedures; to follow, train and ensure the adherence to standards/procedures; to ready subordina

3、tes 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.您將完成或超越由大堂吧預(yù)算與對(duì)正在進(jìn)行的經(jīng)營(yíng)活動(dòng)的預(yù)測(cè)而制定出的營(yíng)業(yè)目標(biāo)，

4、培訓(xùn)員工向你報(bào)告；確保他們清楚的理解已有的服務(wù)標(biāo)準(zhǔn)/程序；執(zhí)行，培訓(xùn)并確保這些標(biāo)準(zhǔn)/程序的貫徹；使您的下屬隨時(shí)做好準(zhǔn)備晉升以保證部門經(jīng)營(yíng)運(yùn)作的順利進(jìn)行；在對(duì)客人需要的關(guān)注、關(guān)心和預(yù)計(jì)方面樹立榜樣，從而在大堂吧內(nèi)創(chuàng)造出專業(yè)化與良好的環(huán)境，領(lǐng)導(dǎo)極為成功的運(yùn)作。DUTIES/RESPONSIBILITIES:義務(wù)與責(zé)任:-Create through your total commitment to excellence an environment of complete well-being and satisfaction of our Patrons by providing friendl

5、y, fast, consistent and professional service. 完成你所有的義務(wù)以提供友善的、快速的、可靠的、專業(yè)的服務(wù)從而創(chuàng)造令顧客滿意的良好環(huán)境-Contribute in every way possible to the profitability of the outlet by providing fast, attentive and professional service and by deploying up-selling techniques. 通過提供快速、殷勤和專業(yè)化的服務(wù)，以及發(fā)揮推銷技能，利用任何可能的途徑提高大堂吧的收益。-Moni

6、tor daily actual sales against the budget and the forecast and rectify any shortages with additional sales. This is the best tool to gauge your station's and the outlet's performance 監(jiān)控日常的依照預(yù)算所制定出的現(xiàn)行銷售方式，并預(yù)測(cè)和調(diào)整附加銷售中的不足。這是評(píng)估您的服務(wù)區(qū)域和整個(gè)部門成績(jī)的最好的工具。 -Make suggestions to the Asst.Venice Rest Manage

7、r as to ways of increasing sales and reducing wastage. 向西餐廳副經(jīng)理提出關(guān)于提高銷售量、減少消耗的建議。 -Lead by example. 樹立榜樣-You will have a good knowledge of the wine list and the general characteristics of the wines listed. You will be informed at the pre-service meeting regarding wines which need pushing, vintages wh

8、ich have changed and wines which are sold out. 您必須對(duì)酒單和酒單上所列紅酒的特性相當(dāng)熟悉。您需要在班前會(huì)上告知您的下屬哪些紅酒需要推銷，哪些已經(jīng)過期以及哪些已經(jīng)售完。-You will organize your station and keep it perfectly clean and tidy at all times. 您必須在您的工作區(qū)域內(nèi)組織好您的下屬，并隨時(shí)保持工作區(qū)的整潔。 -You will monitor the performance of your subordinates and ensure their adhere

9、nce at all times to the standards. 您需要監(jiān)控您下屬的表現(xiàn)，并確保他們隨時(shí)都堅(jiān)持標(biāo)準(zhǔn)。-In your position, you will take particular care of your and your subordinates' grooming at all times and wear your uniform with pride. You will ensure that their uniforms are worn in the same spirit. 您的職務(wù)要求您隨時(shí)特別注意您的和您下屬的儀容儀表，保證你穿著制服時(shí)保持

10、自豪和自信。您必須確保他們穿著制服是保持同您一樣的精神狀態(tài)。-Establish excellent rapport between yourself, the Waiter/ress in your team and bartender. 在您的工作組內(nèi)和服務(wù)員以及吧員建立良好的關(guān)系。-You are totally familiar with all established service standards/procedures and the presentation of each drink. 您必須對(duì)已有的服務(wù)標(biāo)準(zhǔn)/程序還有每款飲料的介紹相當(dāng)熟悉。-You know your o

11、wn and your subordinates' job descriptions so that you can make clear, concise comments on your subordinates' performance. You know the Regent employee and the dress and deportment handbooks by heart and through this keep tight, yet fair reins on your subordinates. 您必須熟悉您的與您下屬的職責(zé)要求，以便于您可以給與您

12、下屬的表現(xiàn)清楚準(zhǔn)確地評(píng)價(jià)。您必須熟記員工手冊(cè)并且要求您的下屬貫徹執(zhí)行以保持工作激情。-You must be totally familiar with all safety and security standards and procedures. 您必須對(duì)安全保衛(wèi)標(biāo)準(zhǔn)與程序相當(dāng)熟悉。-You are directly responsible to ensure the safety and well-being of all Lobby Lounge patrons and members of staff in general and in your station in partic

13、ular. 您有責(zé)任確保大堂吧內(nèi)的所有客人和員工的安全與健康。-Make clear, concise and objective comments and recommendations to the Asst. Venice Rest. Manager as to how you suggest improvements of the overall standing of Lobby Lounge could be most effectively achieved. 向西餐廳副經(jīng)理清楚的、簡(jiǎn)練的、客觀的提出改進(jìn)大堂吧的意見或建議，并保證改進(jìn)方案被有效的實(shí)施。-Whenever you

14、are asked by the Asst.Venice Rest. Manager to attend a meeting, you will attend. 西餐廳副經(jīng)理要求您參加的會(huì)議你都要參加。-Any special requests i.e. change of duty schedule, scheduled day off, change of annual leave, from you or any of your subordinates must be brought to the attention of the Asst Venice. Rest. Manager

15、who will discuss such request with the Rest. Manager 如果您因?yàn)槿魏卫碛梢蟾淖兡墓ぷ鲿r(shí)間、休息時(shí)間和年假時(shí)間，這樣的要求都要報(bào)告給西餐廳副經(jīng)理，他會(huì)與餐廳經(jīng)理一同商量。-In case of sickness or any other reason preventing you from coming to work, you must inform the asst. Venice Manager at the earliest possible time. 如果您身體欠佳或有其他原因讓您不能前來工作，您必須盡可能早的告知西餐廳副經(jīng)理。

16、-Any negative guest comments on service or food in your station must be solved at once. Only if you cannot solve the problem, refer it to the Asst. Venice Rest. Manager any negative comments, even if you were able to solve the problem, must be reported to the Asst. Venice Rest. Manager as soon as po

17、ssible. 當(dāng)您在您的工作區(qū)域內(nèi)收到客人關(guān)于服務(wù)與食品任何負(fù)面意見請(qǐng)及時(shí)的處理。當(dāng)您不能不處理時(shí)請(qǐng)告知西餐廳副經(jīng)理。任何負(fù)面的意見，無論您是否能解決都需要盡快報(bào)告給西餐廳副經(jīng)理。-If you over-hear any negative guest comments on any other services provided by the hotel i.e. Telephone, Laundry, Housekeeping, Front office etc., pass such comments fully and correctly to the Asst. Venice Re

18、st Manager. 如果當(dāng)你聽到任何關(guān)于酒店其他服務(wù)的負(fù)面意見，如：電話、洗衣、客房、前臺(tái)等等，請(qǐng)將這些意見完整的并準(zhǔn)確地向西餐廳副經(jīng)理匯報(bào)。If the comments are made to you directly, listen to the guest with empathy, excuse the mistake by saying, "I'm very sorry that this happened. I will personally inform the department head concerned and I'm sure that

19、 the problem will be taken care of". Do inform the department head concerned immediately and relay the complaint without giving your personal views. Inform the Asst. Venice Rest. Manager of your action. 如果客人的意見是直接向您提出的，請(qǐng)認(rèn)真傾聽客人意見，并向客人致歉：“對(duì)此事件的發(fā)生，我深感抱歉，我將親自向相關(guān)的部門總監(jiān)報(bào)告，并且我保證這一問題將得到重視?！?將投訴不帶個(gè)人觀點(diǎn)的告知

20、向相關(guān)的部門總監(jiān)，并且向西餐廳副經(jīng)理報(bào)告您的行動(dòng)。-For any repairs and maintenance matters, you will inform the Asst. Venice Rest. Manager 有關(guān)于任何維修和護(hù)養(yǎng)方面的事宜，您需要告知西餐廳副經(jīng)理。-It is your responsibility to inform the Asst. Venice Rest. Manager without delay regarding any of your subordinates' contemplating to resign so that a su

21、itable replacement can be found on a timely basis. 您有責(zé)任及時(shí)告知西餐廳副經(jīng)理關(guān)于您下屬的辭職意愿，以便及時(shí)安排合適的人選代替空缺。-You will inform the Asst. Venice Rest. Manager immediately of any discontentment or problems encountered by you or arising from any of your subordinates. 您應(yīng)及時(shí)向西餐廳副經(jīng)理反映關(guān)于您下屬的不滿情緒或問題。-You are encouraged to dis

22、cuss any personal problems with the Venice Rest. Manager. 鼓勵(lì)您同西餐廳經(jīng)理交流您的私人問題。-You are herewith made aware that any official discussion held with or any verbal reprimand given by a superior will be written down and kept on your personal file. Problems of a personal nature discussed with the Rest. Mana

23、ger will be kept strictly confidential. 與您進(jìn)行的正式的討論或者主管給您的口頭申訴將被記錄下來存入您的個(gè)人檔案里。您同餐廳經(jīng)理私下討論的問題都將嚴(yán)格保密。-Any verbal warning given to you 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 individual's

24、 record. 任何口頭上的警告和任何與您下屬正式的討論都要求被記錄下來，記錄下所有討論后的中肯的意見，以便于在個(gè)人記錄中存檔。-You are responsible to prepare a written appraisal twice a year of each permanently employed subordinate in your station, giving a clear and fair assessment of the individual's performance and discuss such appraisal in detail with

25、 each subordinate concerned highlight any areas where progress has been made and any area where improvement is necessary. The staff member concerned will have to sign the appraisal in concurrence. These documents are to be treated strictly confidential and be passed on to the Asst. Venice Rest. Manager by you personally. 您需要對(duì)您工作區(qū)的下屬中的長(zhǎng)期雇員進(jìn)行每年兩次的書面評(píng)估，對(duì)其個(gè)人表現(xiàn)給與清楚、公正的評(píng)價(jià)，并與其細(xì)致討論值得繼續(xù)發(fā)揚(yáng)的方面以及需要改進(jìn)的方面。相關(guān)的員工需對(duì)評(píng)估結(jié)果簽字。這些文件需要經(jīng)過嚴(yán)格的保密處理，并由您親自交給西餐廳副經(jīng)理。-You will give special and or additional training to any of your subordinates if and when needed to ensure a smoot