F&B Service - Assistant Room Service Manager

Job description

Marriott Hotels , Marriott International's flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.

Construction of the largest full-service Marriott-branded hotel in Shanghai, Shanghai Marriott Hotel City Centre opened its doors on 24 November, 2011. Located aside People's Square and Park on Xi Zang （Middle） Road, the Shanghai Marriott Hotel City Centre enjoys a premium downtown location. Nanjing Pedestrian Street is a 30 second stroll from the hotel's street entrance. The BUND, Suzhou Creek and the lively Xintiandi are all within easy walking distance.

Desired profile

MAJOR FUNCTION 主要功能：
Assist in the smooth running of room service with overall. Maximize revenues and minimize costs with particular attention to complete guest satisfaction, associate welfare, and profit margins.
协管整个客房送餐部门的整体运行，确保其顺利进行．以保证客人的满意度，员工的福利及酒店盈利为前提，尽可能地在控制成本的基础上扩大收入。

MAJOR RESPONSIBILITIES 责任概要：
·  Assist the Marriott Cafe Manager with his/her responsibilities for the room service area including the Service Apartment, ensuring a smooth running, profitable operation within the framework of the hotel.
协助咖啡厅经理完成其对部门应履行的各项职责（包括对酒店公寓的服务），确保在酒店的规定制度下部门良好地有利地顺畅动作。
·  Keep the Marriott Cafe Manager informed of all current information in room service.
及时向咖啡厅经理汇报所有相关信息及情况。
·  Ensure optimum guest satisfaction at all times in keeping with policies.
在政策规定范围内时刻尽可能地满足高消费及重要客人的需求。
·  Ensure adequate supplies of equipment and maintenance of par levels.
保证设备的充足供应。
·  Ensure that billing and cashiering is carried out as per standard operating procedures.
监督收银及出纳的工作，确保其按照标准的运行程序进行。
·  Be responsible for guest check control.
负责核查客人的账单。
·  Be responsible for control of floor master keys.
监管楼层总钥匙。
·  Ensure that fire, health, safety and hygiene standards are maintained.
时刻注意消防，健康，安全及清洁的各项指标的实现及保持。

SPECIFIC DUTIES 　工作任务

OPERATIONS 营运

·  Monitor appearance of room service staff. Guest contact: servers or attendants must maintain a sharp look-proper uniform clean, pressed; shoes shined; hair at correct length and clean; hands well-manicured.
检查员工仪表。无论对客或非对客员工都必须严格遵守仪容仪表的规定：制服要干净平整并按照要求穿戴，鞋子要擦亮，头发按照要求长短修剪并保持干净，手指甲要修剪整齐。
·  Organize the setup of the breakfast and evening cocktails at the Executive Lounge.
组织安排行政酒廊早餐及晚上鸡尾酒档期的摆放和供应。
·  Organize preparation of trays and trolleys for service.
安排准备服务所需的推车和拖盘。
·  Maintain and control all food and beverage par levels.
维护控制食物和酒水达到应有标准。
·  Be aware of special cashiering procedures, C-7's, executive checks, etc. and ensure they are properly accounted for.
熟知收银相关程序，包括内部转帐程序，账单程序以及确保其正确入账。
·  Be aware of all Marriott guest programs, discounts, etc. and ensure that billing is correct.
知晓所有万豪的程序，相关折扣等，以确保收银工作正确无误。
·  Check daily for special events and requests to see that orders go out properly and on time.
检查每日重要事件及特别要求，确保所有客人的点单正确按时地发出。
·  Institute, monitor, and maintain aggressive hospitality program for room service by:　
通过以下方式，为客房送餐部制订，监查并维护积极而强有力的待客程序：

· Use of tray cards on all orders.
餐具回收指示牌摆放在所有托盘，餐车上。
· Efforts to remember guest's names and use them throughout phone conversation.
努力记住客人的名字。在与客人的电话交谈中尽可能多地使用客人的名字。
· Have servers address guests on delivery by their names.
在递送客人点单时，服务人员必须称呼客人的名字。
· On special requests, unusual orders, or VIPs, check back to see that everything is in order and all needs are taken care of.
　在处理特别需求，特殊点单或VIP客人的点单时要仔细核查，确保一切无误，所有要求都得到满足。
· Be helpful by knowing your hotel and directing guests when they have questions.
熟知所有酒店相关信息，当客人有疑问时及时地提供帮助或指引。

·  Handle guest complaints and keep management and service personnel aware of guest satisfaction level.
处理解决客人的投诉，并让酒店管理层及下属员工都清楚地了解客人的满意标准。
·  Follow all POS procedures, to include training of all personnel, and be responsible for use of proper procedures on checkout, band handling, checks, voids, and tally cards.
遵守电脑账单程序，包括培训，负责正常程序离店，处理账单，取消以及记账。
·  Answer the telephone and take orders if needed. Run any order as needed to improve the speed of service and meet an objective of 45-minute orders.
当需要时帮助接听电话，接受点单。必要时参与送餐工作，以保证服务速度的要求，实现45分钟递送点单的目标。
·  Monitor associate side work schedule, daily cleaning, and heavy duty cleaning schedules.
监查员工附属工作，日常打扫及重要清洁的任务安排。
·  Walk all floors at the end of the shift to inspect server's clearing of floors.
在班次结束前，检查确保所有的楼层服务区清理干净。
·  Above all, lead by example through a “hands-on” approach to motivate associates to excel.
除上所述，时刻树立榜样，激励员工不断超越，提供更高标准的服务。

HUMAN RESOURCES 　人力资源

·  Conduct, on a daily basis, menu class, line-up and taste panel and record such on the appropriate forms, post and then maintain on file.
指导每日菜单学习，排班，菜式品尝，收取及保存相关的表格，账目，做好存档工作。
·  Have quizzes and daily raps with room service servers and order takers to assure job knowledge and consistency of quality. Make sure records are posted and memorized by entire room service staff.
组织小竞赛和小组讨论，确保所有员工懂得工作相关知识并保持工作质量的一致性。保证讨论信息的发布，让整个部门所有员工都知晓并牢记。
·  Train order takers to effectively sell up through suggestive selling; set guidelines on how to up-sell; check back with parties in parlours and suites to replenish orders.
培训点单员在点单过程中有效地进行推荐销售。拟定销售技巧的指导方针。
·  Supervise the training of new associates by adherence to the prescribed Marriott 90-day program and knowledge of food and beverage menus and service; at the end of an individual's program, evaluate their performance with management.
遵照万豪规定的90天培训计划监督新员工的培训工作，使他们熟懂食物和酒水菜单及如何服务客人。在每个员工的培训课程结束时，做出员工表现评估鉴定。
·  Enforce staff discipline, coach and counsel, as necessary. Participate with management in all wage reviews.
在必要时，严格执行员工处罚和口头及书面警告处分。参预管理员工薪酬复查调整。
·  Assist in conducting monthly associates meetings.
协助组织每月员工会议。

ADMINISTRATIVE 　行政管理

·  Prepare weekly schedules for shifts, assuring rotation of days off and in accordance with projected business, and submit for approval.
准备每周员工班次表，按照预计工作的繁忙度合理安排员工的本休，交予上级核查批准。
·  Maintain an employee attendance log and review such with management on a weekly basis.
维护员工出勤记录，每周进行核查监管。
·  Communicate daily with management all operational and personnel problems, complaints and comments and develop solutions to such.
每日与上级进行交流沟通，汇报所有营运和人事相关问题，客人的意见和投诉，发展完善解决方针。
·  Attend the following meetings, when necessary: BEO, staff and F & B.
必要时参加下列会议：宴会会议，员工会议和餐饮部会议。
·  Do wage progress reports weekly.
完成每周薪酬进展报告。
·  Compile breakdown reports for banquet functions.
为宴会部编辑完成统计分析报告。
·  Participate and encourage participation in the Marriott Quality Program.
参预万豪质量控制程序，并鼓励更多的参预。
·  Accurately record sales and tips.
正确记录销售情况和部门小费
·  Set up and maintain controls for care of equipment to minimize costs through breakage.
制定并实施设备的维护控制，如遇损坏，能够尽量降低维修成本。
·  Supervisor inventory counts, as required.
监督库存计数。
·  Assist the Assistant In Room Dining Manager in check book accounting.
协助客房送餐部副经理核查所有账目。
·  Honour all reasonable requests made by a manager, which may be outside your normal job activities to achieve complete guest satisfaction and service throughout the hotel.
为最大地满足客人的需求以达到酒店服务的高标准，接受并履行经理委派的可能超正常工作范畴的所有合理的要求。

MARKETING 　市场推广

·  Be aware of all Marriott Guest Incentive programs and the correct accounting procedures pertaining to them.
清楚地了解所有万豪客人的奖励活动和正确的记账程序。
·  Assist in the development and execution of marketing plans for the outlet.
协助于为所有餐厅制订的市场推广计划的发展及实施。

JOB SPECIFICATION 職位要求 :

Profile of Competency
工作能力:

·  Minimum of two years of Room Service supervisory experience.
两年以上送餐部主管工作经验。
·  Demonstrated a high regard for personal appearance and hygiene.
高度注重个人仪容仪表及个人卫生。
·  Demonstrated leadership qualities.
良好的领导技能
·  Demonstrated great hospitality skills and sensitivity to guest needs.
良好的服务待客技巧预知客人的需求。
·  Have a god eye for quality food and beverage service.
餐饮服务中保持良好的眼神交流。
·  Demonstrated a good understanding of food production.
对食物产品知识的充分了解。
·  Demonstrated strong work ethic.
良好的工作敬业精神。

Language
語言能力:

·  Able to speak read and writes fluent English and Chinese.
良好的中英文会话与书写能力。

Education
教育:

·  Minimum Vocational School
中等职业专科以上。

Job License
資格 / 等級証:

·  N/A

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.