【职位描述】
餐厅副经理负责协助餐厅经理按照希尔顿规定的政策和程序管理餐厅。
我要做什么？
作为餐厅副经理，你将负责按照最高标准执行以下任务：
-在工作中始终以客户为中心，保持高度的客户服务意识。
-发挥积极影响，承担个人责任，主动解决问题，始终与顾客和同事保持清晰的沟通。
-为改进酒店的运营/环境程序献计献策。
-积极向客人和酒店供应商宣传希尔顿酒店的服务和设施。
-以确保自己和工作场所内其他人安全的方式履行所有职责和责任。
-创造一种环境，让部门内的每个人都能专注于“创造特殊体验”，从而提供卓越的客户服务。
-在每次服务期间，积极寻求客户和团队成员的口头反馈。
-商定并实施改善客户服务的行动。
-积极处理客户投诉和意见，并从中吸取经验教训，向餐厅经理汇报和反馈。
-积极主动地对待客人，协助他们满足任何合理要求，并培训所有团队成员在客人提出要求之前看到这些事情。
-积极主动地对待客人，协助他们满足任何合理要求，并培训所有团队成员在客人提出要求之前看到这些事情。
-确保《宾客满意度手册》和《标准操作与程序手册》中确定的所有服务标准在整个部门得到一致执行。
-详细了解所有部门标准，向团队成员和经理解释这些标准，并根据这些标准评估团队成员的表现。
-确保在分店定期开展有关部门标准的培训。
-通过定期标准审查检查来监控标准。
-为团队成员编制花名册和工作时间表，以满足业务需求（考虑内部活动和入住率以及外部活动、促销等）。
The Assistant Outlet Manager assists the Outlet Manager with the management of the Restaurant, in line with prescribed Hilton policies and procedures.
What will I be doing?
As the Assistant Outlet Manager, you will be responsible for performing the following tasks to the highest standards:
• Maintain a high customer service focus by approaching your job with the customers always in mind.
• Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
• Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
• Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
• perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
• Create an environment where everyone in the department and focus on “creating that special experience” to deliver exceptional customer service.
• Actively seek verbal feedback from customers and team members at each service period.
• Agree on and implement actions to make improvements to customer service.
• Positively deal with and learn from customer complaints and comments with follow-up and feedback to the Outlet Manager.
• Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before guests ask.
• Ensure that all standards for service delivery as identified in the Guest Satisfaction Manual and the Standard Operating and Procedures Manual are consistently delivered throughout the department.
• Have detailed knowledge of all departmental standards, explaining the standards to team members and managers, assessing team members’ performance against these standards.
• Ensure that training on departmental standards is regularly conducted in the outlets.
• Monitor standards through regular standards review checks.
• Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities and occupancy and external events, promotions, etc).
【任职要求】
我们在寻找什么？
为希尔顿品牌服务的分店经理助理始终代表我们的客人工作，并与其他团队成员合作。要成功胜任这一职位，您必须具备以下态度、行为、技能和价值观：
-在四星级/五星级酒店担任管理职位2-4 年。
-良好的英语书面和口头表达能力，以满足业务需求。
-熟悉计算机系统。
-有上进心和责任感，对所有任务都充满热情，并能抓住机会学习新技能或知识，以提高个人业绩。
-灵活应变，对不断变化的要求做出快速、积极的反应，包括完成要求你完成的任何任务。
-在追求团队目标的过程中，与同事合作并给予支持，从而保持高度的团队关注。
-具有很强的领导、人员管理和培训技能。
-以客人为导向，能够自信地建立并超越服务标准。
-对服务、餐饮成本控制、劳动力控制、饮料菜单编写、维护、商品销售、计算机和会计有透彻的了解。
-人际交往能力强，注重细节。
-在人员管理、沟通和规划方面具有关键优势（9 项能力中的一项）。
-有决心和能力在下一个岗位上发展成为分店经理。
-性格外向，愿意长时间工作。
在希尔顿工作会是怎样的体验？
希尔顿是全球领先的酒店管理公司，业务涵盖从豪华的全方位服务酒店和度假村到长住套房和中等价位酒店等住宿领域。近一个世纪以来，希尔顿一直为商务和休闲旅客提供最优质的住宿、服务、设施和价值。希尔顿致力于延续其传统，为全球品牌提供卓越的宾客体验。 我们的愿景是 "让热情好客的光辉洒满人间"，我们的团队团结一致，每天在世界各地创造非凡的酒店体验。 而我们出色的团队成员正是这一切的核心！
What are we looking for?
An Assistant Outlet Manager serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
• 2-4 years in a managerial position in a 4 / 5-star category hotel.
• Good English skills, both written and verbal to meet business needs.
• Familiar with computer systems.
• Motivated and committed, approaching all tasks with enthusiasm and seize opportunities to learn new skills or knowledge in order to improve personal performance.
• Flexible and responds quickly and positively to changing requirements including the performance of any tasks requested of you.
• Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
• Strong leadership, people management and training skills.
• Guest oriented and able to confidently build and exceed service standards.
• Thorough knowledge of service, cost control in F&B, labour controls, beverage menu writing, maintenance, merchandising, computer and accountings.
• Strong interpersonal skills and attention to details.
• Key strengths (under the 9 competencies) in people management communication and planning.
• Show commitment and ability to develop as an Outlet Manager in your next role.
• Outgoing personality and willing to work for long hours.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
