国际酒店餐厅经理岗位职责(中英文详尽版)

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Internationale Hotel Position: Outlet Manager Department: F&B Outlets Report to: DOFB Prepared by: Job Description Grade: 6 Division: Food & Beverage Approved by: 国际酒店职位：餐厅经理部门：餐厅上级：餐饮服务经理拟稿：岗位概述：岗位职责级别：6级隶属：餐饮部批准： 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 high employee morale 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 morale 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。 1. Food & Beverage Department 1.1. Outlet operation • Develop standards & procedures, in keeping with the hotel policies and procedures • Ensure all the staff carry out the tasks according to the S&P • Complies with the hotel specific guidelines of Hotel Guests Satisfaction Index. The incumbent will initiate systems and procedures to meet and if possible exceed guest’s expectations • Manage outlet service • Manage cash handling procedures • Oversee the preparation of daily banking and cash flow reports • Instruct staff in credit policies and facilities • Establish cash security procedures • Manage the maintenance of equipment • Monitor standards of guest facilities and services • Control stock and monitor stock security procedures • Take part in menu and wine list creation Last Update: 4/26/2022

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和设备建立现金安全兑换程序负责设备的维护监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 PAGE: 1/13

Internationale Hotel Position: Outlet Manager Department: F&B Outlets Report to: DOFB Prepared by: Job Description Grade: 6 Division: Food & Beverage Approved by: 国际酒店职位：餐厅经理部门：餐厅上级：餐饮服务经理拟稿：岗位职责级别：6级隶属：餐饮部批准： 2. Management/Strategic Planning 2.1. Take 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 preparation 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 business 2.2. Assist with the planning and implementation of sales & marketing strategies • Assist with the preparation of sales and marketing plans • Assist with the development of new products and services • Assist with the development of marketing strategies • Assist with the evaluation of sales and marketing activities 2.3. Consider economic/political social issues relevant to the department • Take into account external economic issues when planning and making decisions • Anticipate economic business level fluctuations • Monitor information and trends in the industry • Interpret economic data 2.4. Consider tourism issues relevant to the department • Consider political and social influences on business 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/服务点的目标参与准备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 Last Update: 4/26/2022 PAGE: 2/13

Internationale Hotel Position: Outlet Manager Department: F&B Outlets Report to: DOFB Prepared by: • • • Job Description Grade: 6 Division: Food & Beverage Approved by: 国际酒店职位：餐厅经理部门：餐厅上级：餐饮服务经理拟稿：与相关团体保持联系确认质量管理系统的大环境岗位职责级别：6级隶属：餐饮部批准： Analyze tourism data Liaise with relevant parties Identify major environmental quality management systems 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、打印正确所有取消帐单、点菜单必须由餐厅经理签字和注明原因 3. Finance Management 3.1 POS systems (captain orders, shift change control of cash) • Control and check daily operation 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 signed 3.2 Manage financial 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 data • Make pricing decisions in cooperation with Director of F&B • Analyze sales mix 日常财务管理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

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4 Purchasing/Stock 4.1 Manage purchasing & stock control • In conjunction with the Purchasing Manager to develop and Last Update: 4/26/2022

Internationale Hotel Position: Outlet Manager Department: F&B Outlets Report to: DOFB Prepared by: Job Description Grade: 6 Division: Food & Beverage Approved by: 国际酒店职位：餐厅经理部门：餐厅上级：餐饮服务经理拟稿：岗位职责级别：6级隶属：餐饮部批准： monitor the implementation of purchasing procedures • Develop 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 procedures 4.2 Supervise purchasing & stock control • Monitor the implementation of purchasing procedures • Monitor the implementation of stock control procedures • Prepare and interpret stock reports • Purchase stock/ inventory according to purchasing procedures and specifications • Handle and store stock according to stock control procedures 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

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5 Human Resources 5.1 Certificates • Be certified in TSW, MFT, SOFT SKILLS and other management skills 5.2 Training: • Training, development and rostering of staff • Determining and implementing on going training needs for associates at different levels 5.3 Manage work operations • Coordinate work operations within the department/unit/outlet • Develop performance standards for operations in the department/ unit/outlet Last Update: 4/26/2022

Internationale Hotel Position: Outlet Manager Department: F&B Outlets Report to: DOFB Prepared by: • Job Description Grade: 6 Division: Food & Beverage Approved by: 国际酒店职位：餐厅经理部门：餐厅上级：餐饮服务经理拟稿：岗位职责级别：6级隶属：餐饮部批准： Assess work operations and prepare plans to implement change when required • Coordinate between other departments/ units • Monitor productivity of the unit 5.4 Manage industrial relations • Prevent and resolve grievances • Counsel staff and prevent work related problems • Resolve disputes • Discipline staff 5.5 Staff management • Determine and plan for future staffing needs • Recruit staff and carry out interviews • Prepare staff rosters • Facilitate multi-skill ensuring maximum flexibility of staff rotation to busy areas all exercised • Maintain up-to-date staff records • Customize position profiles for your area of responsibility using the Hotel Human Resources Management System • Manage staff training and development using Hotel Human Resources Management System • Assist with the planning and delivery of orientation programs • Implement staff performance appraisals • Carry out exit interviews 5.6 Supervise Staff • Provide ongoing advice and support to staff under your supervision • Supervise staff performance • 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 • • 熟悉餐饮知识和餐厅菜单与行政总厨共同磋商制定菜单

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Last Update: 4/26/2022

Internationale Hotel Position: Outlet Manager Department: F&B Outlets Report to: DOFB Prepared by: • Job Description Grade: 6 Division: Food & Beverage Approved by: 国际酒店职位：餐厅经理部门：餐厅上级：餐饮服务经理拟稿： • • 酒水 • • • 岗位职责级别：6级隶属：餐饮部批准： Implement appropriate management practices that provide staff motivation and communication 5.7 Instruct staff (one to one) • Provide one to one instruction to staff members when required 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 6 Menu Knowledge 6.1 Menu • • • Good command of food product and menu knowledge Consult with Executive Chef, regarding menu planning and delivery of service Total knowledge & understanding of food preparation standard & procedure Continually examine goods for quality and quantity 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 • 6.2 Drink list • Good command of beverage knowledge • Good knowledge of wines, spirits and cocktail recipes • Implement beverage service skill • 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 7 Guest Service/Sales 7.1 Manage guest service • Ensure that service is carried out in accordance with S &P’s and STAR standards • Responsible for guest and staff satisfaction in the outlet • Continually improving and enhancing service standards, and updating the standards and procedures as and when required • Manage the delivery of high quality service to guests • Manage the development and implementation of guest service Last Update: 4/26/2022 PAGE: 6/13

Internationale Hotel Position: Outlet Manager Department: F&B Outlets Report to: DOFB Prepared by: Job Description Grade: 6 Division: Food & Beverage Approved by: 国际酒店职位：餐厅经理部门：餐厅上级：餐饮服务经理拟稿：建立和维持有效的对客关系岗位职责级别：6级隶属：餐饮部批准： strategies 7.2 Manage the sales and promotion of products and services • Understand Starwood SPG plans • Continually develop sales and promotional strategies for the Hotel’s products and services 7.3 Guest service/ relations • Make appropriate recommendations to guests • Deliver high quality service to guests • Ensure guest needs and reasonable requests are met • Seek opportunities to continually improve guest service • Abide by the Hotel Guest Satisfaction System • Establish and maintain effective guest relations • Demonstrate effective and appropriate interaction with guests whilst maintaining a professional approach and image • Communicate with guests in a manner which promotes goodwill, trust and satisfaction • Take appropriate action to resolve guest complaints • Make sure all questions are well taken care of and personally check guest satisfaction of all questions 7.4 Sell and promote products and services • Sell the hotel and Hotel’s products and services using up-selling and suggestive selling techniques • Promote the hotel and Hotel’s products • Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests 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管理安全/清洁/养护 8 Computer 8.1 Maintain computer systems 安全/清洁/养护 Last Update: 4/26/2022 PAGE: 7/13

Internationale Hotel Position: Outlet Manager Department: F&B Outlets Report to: DOFB Prepared by: • Job Description Grade: 6 Division: Food & Beverage Approved by: 国际酒店职位：餐厅经理部门：餐厅上级：餐饮服务经理拟稿： • • 岗位职责级别：6级隶属：餐饮部批准： In conjunction with Information Systems Manager and Director of F&B: • Maintain security of data • Resolve systems and equipment problems 8.2 Human resources computer programs • Access and use the Hotel Human Resources Management Systems 8.3 Food & beverage computer • Access and use MICROS cashier system • Access and use food & beverage computer programs 8.4 Word processing • Access and use word processing computer packages 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、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 9 Safety/Cleaning/Maintenance 9.1 Manage safety/cleaning/maintenance • In conjunction with the Security Manager to manage the development and implementation of safety/ security policies and procedures for the department/ unit/outlet • In conjunction with appropriate personnel to manage the development and implementation of cleaning/maintenance programs for the department/ unit/outlet 9.2 Maintain a safe and secure working environment • Be aware of duty of care, and adhere to occupational health and safety legislation, policies and procedures • Initiate action to correct a hazardous situation and notify supervisors/ managers of potential danger • Adhere to the hotel’s security and emergency policies and 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 • 组织召开餐前会议，传达信息建立沟通/管理系统和程序 Last Update: 4/26/2022 PAGE: 8/13

Internationale Hotel Position: Outlet Manager Department: F&B Outlets Report to: DOFB Prepared by: Job Description Grade: 6 Division: Food & Beverage Approved by: 国际酒店职位：餐厅经理部门：餐厅上级：餐饮服务经理拟稿： • • 岗位职责级别：6级隶属：餐饮部批准： procedures • Be familiar with property safety, current first aid fire emergency procedures • Log security incidents and accidents in accordance with hotel requirements 9.3 Cleaning/maintenance programs • Adhere to hotel cleaning and maintenance programs • Ensure a high level of cleaning is maintained in your work area 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和程序 10 Communication/General 10.1 Meeting • Attend and conduct departmental, and interdepartmental meetings • Conduct daily pre meal meeting with associates to keep them informed of updates, new directions, policies and procedures and daily menu items 10.2 Develop communication/administration systems and procedure • Develop, implement and monitor hotel communication systems and procedures • Develop appropriate administrative policies and procedures in accordance with hotel goals and guidelines 10.3 Manage working relationships • Prepare and conduct meeting and group presentations to keep staff/ management/other parties 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 practices Last Update: 4/26/2022

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、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遵守酒店和公司的所有工作指南 • 遵守酒店行为准则 • 遵守酒店员工手册 • 遵守酒店和酒店和规章制度沟通 • 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团队精神和有效的双向交流 PAGE: 9/13

Internationale Hotel Position: Outlet Manager Department: F&B Outlets Report to: DOFB Prepared by: Job Description Grade: 6 Division: Food & Beverage Approved by: 国际酒店职位：餐厅经理部门：餐厅上级：餐饮服务经理拟稿： • 岗位职责级别：6级隶属：餐饮部批准： • Manage cross cultural communication 10.4 Maintain and implement Effective interpersonal skills • Maintain personal presentation to hotel and Hotel standards • Demonstrate professional attitude and behavior at all times • Analyze, evaluate and improve your personal performance on a continual basis 10.5 Quality Systems • Apply hotel quality assurance principles 10.6 Comply with all hotel and corporate guidelines • Abide by the Hotel Code of Conduct • Abide by the Hotel Employee Handbook • Abide by both the hotel and Hotel policies and procedures 10.7 Communication • Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two-way communication • Deal effectively with guests and workplace colleagues from a variety of cultures • Work effectively in a team 10.8 Administration Procedures • Prepare and maintain files, reports, letters, memorandums and other relevant business documentation • Ensure 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 every night for Director F&B’s information & signature • Ensure all reporting and servicing deadlines are met on a timely basis Last Update: 4/26/2022

与具不同文化背景的客人和同事有效沟通 • 在团队内有效工作程序管理 • • 准备和维护文档、报告、信函、备忘录和其它相关业务资料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。工作日志每天工作结束前需交给餐饮总监过目和签字 • 保证所有报告和服务都按时完成其它任务 • 完成你上级交待的其它任务 - 完 - PAGE: 10/13

Internationale Hotel Position: Outlet Manager Department: F&B Outlets Report to: DOFB Prepared by: Job Description Grade: 6 Division: Food & Beverage Approved by: 国际酒店职位：餐厅经理部门：餐厅上级：餐饮服务经理拟稿：岗位职责级别：6级隶属：餐饮部批准： 10.9 Other tasks • Carry out other tasks as directed by your supervisors • It is not the intention of this Job Description to provide an exhaustive list of job duties. It provides a focal point to the incumbent in the hope that they will develop the job further. From time to time and in line with managerial priorities, it is expected that the incumbent will work as and where directed by management and in line with improving customer service -END- Job Knowledge/Skill: Very good English skills (written & verbal) Computer operation and familiarity with some software packages, including spreadsheet programs 专业知识技能：优秀的英语口译及书写能力精通计算机程序、熟知软件及电子表格系统 Education: College certificate Last Update: 4/26/2022

教育： PAGE: 11/13

Internationale Hotel Position: Outlet Manager Department: F&B Outlets Report to: DOFB Prepared by: Job Description Grade: 6 Division: Food & Beverage Approved by: 国际酒店职位：餐厅经理部门：餐厅上级：餐饮服务经理拟稿：大专毕业证书满3年的餐饮技术管理课程岗位职责级别：6级隶属：餐饮部批准： Technical course in F&B management, Minimum 3 years full time course Experience: Working experience in a similar position in a 5 star hotel for 2-3years 经验： 2-3年其他五星酒店同职位的工作经验 Additional Skill required: Good leadership skills/good training conducting skills/strong organization skills Open minded and out going personality 其它技能要求：领导才能、培训技巧、组织能力开朗及外向性格 Job Description Reviewed & Approved (Name and Signature – DH) Reviewed & Approved (Name and Signature - HR) Reviewed & Approved by (Name and Signature - GM) Last Update: 4/26/2022 PAGE: 12/13

The below is to ensure that a clear discussion is held between the Manager and Associate and the job role clearly explained. Date Discussed Agreed by (Name and Signature) Supervised by (Name and Signature) Last Update: 4/26/2022 PAGE: 13/13

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