Lobby Lounge Shift Leader 大堂吧主管

1. Food & Beverage Department
1.1. Outlet operation
· Ensure all the staff to carry out the task according to the S&P
· Complies with the hotel specific, guidelines of Sheraton Guests Satisfaction Index. The incumbent will initiate systems and procedures to meet and if possible exceed guest’s expectations
· Assist with the management of outlet service
· Assist with the management of cash handling procedures and banking procedures
· Oversee the preparation of daily banking and cash flow reports
· Instruct staff in credit policies and facilities
· Instruct staff in cash security procedures
· Manage the maintenance of equipment
· Monitor standards of guest facilities and services
· Control stock and monitor stock security procedures
2. Management/strategic planning
2.1. Assist in Strategic Planning and Development
· Take part in the preparation and planning and department/unit/outlet goals and objectives
· Participate in the preparation of strategic plans and operation plans.
· 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 for outlet.
· 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 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. Quality Management Systems
· Monitor the implementation of quality management systems
2.5. Consider Tourism Issues Relevant to the Department
· Consider political and social influences on business
· Analyze tourism data
· Liaise with relevant parties
· Identify major environmental quality management systems
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
· Account for all dockets used list out all docket control form and all unused docket
· Conduct readings/report on the Micros machine at the start and end of the shift if needed.
3.2. Financial Matters
· Assist in the preparation and monitoring the accounts of the unit/ outlet
· Assist in the preparation and management of the unit/ outlet budgets
· Monitor, analyze and report variations from the budget
· Assist with the preparation of performance reports for the unit/ outlet
· Assist with the ratio analysis
· Assist with analysis of the trend data
· Contribute to pricing decisions
· Analyze sales mix
4. Purchasing/Stock
4.1. Manage Purchasing & Stock Control in conjunction with the Manager
4.2. Stock Control
· Handle and store stock according to stock control procedures
5. Human Resources
5.1. Certificate
· Be certified 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
· Assess work operations and prepare plans to implement change when required
· Coordinate between other departments/ units
· Monitor productivity of the unit
5.4. 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
· Assist in Recruiting staff
· 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 Sheraton Human Resources Management System
· Manage staff training and development using Sheraton Human Resources Management System
· Assist with the planning and delivery of department orientation programs
· Implement staff performance appraisals
· Carry out exit interviews
5.6. Supervise Staff
· Provide ongoing advice and support to staff under supervision
· Supervise staff performance
· Implement appropriate management practices that provide staff motivation and communication
5.7. Instruct Staff
· Provide one to one instruction to associates when required
6. Menu Knowledge
6.1. Menu
· Good command of food product and menu knowledge.
· Assist Outlet manager and Executive chef, in menu planning
· Good knowledge & understanding of Food Service Standard & Procedure.
· To examine goods for quality and quantity
6.2. Drink list
· Good command of beverage knowledge
· Implement beverage service skills
7. Guest Service/Sales
7.1. Manage Guest Service
· 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 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 for 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 Sheraton Guest Satisfaction System
· Establish and maintain effective guest relations
· Demonstrate effective and appropriate interaction with guests whilst maintaining a professional approach and image
· Communication 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 off and personally check guest satisfaction of all questions
7.4. Sell and Promote Products and Services
· Sell the hotel and Sheraton’s products and services using-selling and suggestive selling techniques
· Promote the hotel and Sheraton’s products
· Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
8. Computer
8.1. Maintain Computer Systems
· 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 Sheraton Human Resources Management Systems
8.3. Food & Beverage Computer
· Know how to use DELPHI banquet sales computer system
· Access and use MICROS cashier system
· Access and use Food & Beverage computer programs
8.4. Word Processing
· Access and use word processing computer packages
9. Safety/Cleaning/Maintenance
9.1. Manage Safety/ Cleaning/ Maintenance
· In conjunction with the Safety/ Security Manager manage the development and implementation of safety/ security policies and procedures for the department/ unit/ outlet
· In conjunction with appropriate personnel 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 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
10. Communication/General
10.1. Meeting
· Attend and conduct departmental, and Interdepartmental meetings
· Conduct daily pre meal meeting with Dinning Room associates to keep them informed of updates, new directions, policies and procedures and daily menu items
10.2. 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
· Manage cross cultural communication
10.3. Maintain and Implement Effective Interpersonal Skills
· Maintain personal presentation to hotel and Sheraton standards
· Demonstrate professional attitude and behavior at all times
· Analyze, evaluate and improve your personal performance on a continual basis
10.4. Quality Systems
· Apply hotel quality assurance principles
10.5. Comply with all Hotel and Corporate Guidelines
· Abide by the Sheraton Code of Conduct
· Abide by the Sheraton Employee Handbook
· Abide by both the Hotel and Sheraton policies and procedures
10.6. 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
10.7. 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 of F & B’s information & signature
· Ensure all reporting and servicing deadlines are met on a timely basis
10.8. Other Tasks
· Carry out other tasks as directed by your supervisors
1. 餐饮部
1.1. 大堂吧运作
· 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喜来登令客人满意计划，推广相关系统的程序知识以尽可能的超越客人期望
· 协助管理大堂吧服务
· 协助管理现金的兑付和每日的结帐工作
· 监督每日财务报告
· 指导员工了解信用政策和设备
· 指导员工了解现金安全兑换程序
· 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
2. 管理/战备计划
2.1. 协助制定和开发战略计划
· 参与准备和制定部门/单元/服务点的目标
· 掌握市场营销数据
· 根据生意需求及淡、旺季情况决定运作设备
2.2. 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
2.3. 考虑与部门相关的经济因素的资料
· 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
2.4. 质量管理系统
· 监督质量管理系统的实施
2.5. 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
· 与相关团体保持联系
· 确认质量管理系统的大环境
3. 财务管理
3.1. 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
· 确保取消帐单、点菜单必须由大堂吧经理签字和注明原因
· 检查使用和没使用的点菜单和帐单
· 需要时指导怎样读和作收银系统开启、关机报告
3.2. 日常财务管理
· 协助准备和监督单元/小组的账务
· 协助准备和管理单元/小组的预算
· 控制、分析和报告预算的变动
· 协助准备单元/小组表现报告
· 协助进行和解释比率分析
· 协助分析趋势性数据
· 为制定价格决策作贡献
· 分析销售结构
4. 采购/存货
4.1. 管理采购/存货控制与采购经理/餐饮总监配合
4.2. 存货控制
· 按照存货控制程序处理和储存存货
5. 人力资源
5.1. 管理证书
· 获得TSW培训技巧、MFT、SOFTSKILL 培训技巧及管理技巧证书
5.2. 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
5.3. 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
5.4. 公共关系
· 避免和调解报怨
· 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
5.5. 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“喜来登人力资源管理系统”制定所在责任区内的各岗位描述
· 使用“喜来登人力资源管理系统”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
5.6. 管理员工
· 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
5.7. 一对一指导员工
· 必要时对员工进行个别面对面指导
6. 菜单、酒水知识
6.1. 菜单
· 熟悉餐饮资识和大堂吧菜单
· 协助大堂吧经理与行政总厨共同磋商制定菜单
· 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
6.2. 酒水
· 熟悉酒水知识
· 酒水服务知识
7. 对客服务/销售
7.1. 管理对客服务
· 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
· 负责对客服务战略的发展和实施
7.2. 负责销售和促销产品与服务
· 掌握SPG推广计划
· 不断为酒店产品与服务发展销售和促销战略
7.3. 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
· 遵守喜来登顾客满意标准
· 建立和维持有效的对客关系
· 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
7.4. 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喜来登的产品与服务
· 促销酒店和喜来登的产品与服务
· 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
8. 电脑
8.1. 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
8.2. 人力资源电脑系统
· 掌握和使用喜来登人力资源管理系统
8.3. 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
8.4. 文字工作
· 掌握和使用文字处理软件包
9. 安全/清洁/养护
9.1. 管理安全/清洁/养护
· 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政策和程序
· 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
9.2. 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、政策和程序
· 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
9.3. 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
10. 沟通/日常工作
10.1. 会议
· 准时出席各种会议
· 组织召开餐前会议，传达信息
10.2. 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、政策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
10.3. 维持和实施有效的人际交流技巧
· 使个人表现达到酒店和喜来登标准
· 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
10.4. 质量体系
· 实施酒店质量保障原则
10.5. 遵守酒店和公司的所有工作指南
· 遵守喜来登行为准则
· 遵守喜来登员工手册
· 遵守酒店和喜来登和规章制度
10.6. 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
· 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
10.7. 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
· 确保在大堂吧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
10.8. 其它任务
· 完成你上级交待的其它任务