本文为丽思卡尔顿酒店特色西餐厅经理的岗位指责，内容全面具体，做为RITZ CARLTON 酒店的粉丝们可以学习了解 ！

Place of work 工作地点:

Terra, Kitchen, Stewarding areas, other F&B outlet ifre.

餐厅厨房，管事部，餐饮部其他部门

Job Overview 岗位指责:

Responsible for the management of all aspects ofthe Restaurants’ functions, in accordance with operation standards.Directs, implements and maintains a service and managementphilosophy which serves as a guide to respective staff.

特色西餐厅餐厅经理是对餐厅的各方面都要负责的管理者，根据酒店的标准，餐厅经理要懂得运用服务和管理哲学去指挥和领导员工。

Reports To 报告:

Hotel Manager i.e.F&B, Food &Beverage Manager.

酒店经理，餐饮部经理。

KeyRelationships 关键联系:

Internal内部: 

Chefof Terra and Pastry Chef, F&B Manager, Beverage Manager, Restaurant,Kitchen, Bar and Beverage Department, Stewarding, Sales & Marketing, PublicRelations, Human Resources, Finance, Rooms Division, Purchasing, Engineering,Quality, Chef Office, Executive Office staffs, House Manager and GeneralManager.

西餐厅厨师长和饼房厨师长，餐饮部经理，酒水部经理，餐厅，厨房，酒吧和酒水部，管事，市场销售部，公关，人力资源部，财务部，客房部，采购，工程部，质检部，厨房办公室，行政办公室，酒店经理和总经理。

External外部: 

Hotelguests / visitors and suppliers.

酒店客人，拜访者和拜访者。

Standard Specifications 操作标准:

Requirements are Representative of minimum levelsof knowledge, skills and/or abilities. To perform this job successfully, theincumbent will possess the abilities or aptitudes to perform each dutyproficiently.Some requirements may exclude individuals who pose a directthreat or significant risk to the health and safety of themselves, otheremployees or guests.

要求掌握最基本的相关知识，技能和能力。为了更顺利的履行工作职能，管理者要能熟练的执行每个相关的任务。任何直接对其他员工或客人以及他们自己的人身安全造成威胁和风险的人都将给予离职处分。

Skills 技巧:

Essential首要的:

（1）Ability toensure hotel’s standards, policies and procedures with restaurant staff.

确保每个餐厅的员工都认真按照丽思卡尔顿酒店的标准，政策和程序工作。

（2）Ability toprioritize and organize work assignments; delegate work.

能够很好的安排分派，合理安排工作并懂得区分事情的优先次序。

（3）Ability todirect performance of restaurant staff and follow up with corrections whereneeded.

能够指挥西餐厅员工在正确的方向下工作。

（4）Ability tomotivate restaurant staff and maintain a cohesive team.

能够鼓舞咖啡厅员工的积极性并能创造一个凝聚力强的工作环境。

（5）Ability toascertain restaurant training needs and provide such training.

能够知道西餐厅培训需要并提供相关的培训。

（6）Ability tobe a clear thinker, analyzes and resolve problems exercising good judgment.

能够作为思维清晰的思考者分析和解决问题，锻炼出色的判断能力。

（7）Ability tofocus attention on details.

能够关注细节。

（8）Ability tosuggestively sell menu items, beverages and wines.

能够积极的对食物和葡萄酒进行推销。

（9）Ability toinput and access information into MICROS system.

能够提取和输入资料到电脑系统中。

（10）Ability toexert physical effort in transporting equipment and wares.

能够尽力保管保养好各类设备和器皿。

（11）Abilityto ensure security and confidentiality of guests, colleagues and hotelinformation.

能够确保对客人，同事和酒店的机密性信息保密。

（12）Ability towork without direct supervision.

能够在直接上司不在的时候独立的思考，工作和行动。

（13）Ability to prepare revenue,covers and payroll budgets and forecasts.

能够准备收入，客人数和薪资的预算和预测。

（14）Ability to plan and organizeevents and special promotions.

能够计划和组织宴会和特别促销会。

（15）Ability to in-put and measurelabour management system (LMS) results.

能够操作LMS系统。

（16）Ability to implement specialpromotion menus to increase covers and outlets revenues.

能够通过促销来增加客人人数和餐厅营业额。

（17）Ability to provide all necessaryinformation to hold and implement restaurant weddings.

能够为在餐厅举行的婚礼提供所有的相关信息。

（18）Ability to implement and recordactions to improve employee satisfaction (ESS trend forms).

能够执行和记录好工作质量并提升员工的满意度。（ESS追踪表）

（19）Abilityto record all important information in monthly manager reports and event post mortem documents.

能够记录经理月报告的所有重要信息和宴会完成报告。

（20）Ability to perform sales callsand partake in Sales Blitz.

能够独立完成销售拜访和参与闪电式销售。

（21）Ability to prepare parkingticket report.

能够准备停车券报告。

（22）Ability to prepare fireprevention report.

能够准备消防报告。

（23）Ability to prepare web siteinformation.

能够了解网络信息。

（24）Ability to prepare P&Ldocuments for special events.

能够为特殊的宴会准备P&L文件。

（25）Ability to prepare monthlyrevenue and payroll forecast and yearly budgets.

能够准备月度营业额报告，薪资预测和年度预算。

ESSENTIAL JOB FUNCTIONS基本工作职责:

（1）Maintain completeknowledge of:

必须掌握以下信息：

（a）All liquor brands, beers and non-alcoholic selectionsavailable in restaurants.

餐厅可提供的所有的酒精饮料，啤酒和非酒精饮料的商标名。

（b）The particular characteristics and description of every wine/champagneby the glass and major wines on the wine and beverage lists.

酒水单上每种葡萄酒/香槟的具体特点和描述。

（c）Designated glassware and garnishes for drinks.

饮料指定的杯子和装饰。

（d）All menu items, preparation method/time, ingredients, sauces, portionsizes,garnishes, presentation and prices.

菜单的所有内容，烹调方式，成份，酱汁，分量，装饰，摆放和价格。

（e）Daily menu specials and items out of stock. 

每天的特价推介菜和沽清物品。

（f）Dining room layout, table/seat/station numbers, propertable set-ups, room capacity, hours of operation, price rangeand dress cod.

餐厅的整体摆设，桌子/座位/工作台数，合理的桌面摆台，房间的可容纳量，运营时间，价格范围和着装要求

（g）MICROS and manual system procedures. 

系统操作程序

（h） Daily regular / V.I.P.’s reservations. 

每日住房率，入住/离店，贵宾

（i）In-house event/group activities, locations and times.

记录在店客人的日常行程表，如地点和时间等。

（j）Correct maintenance and use of equipment.

正确的保养和运用各类设备。

（k）All department policies / service procedures. 

所有分部门的政策/服务程序

（2） Check storage areas for proper supplies,organization, and cleanliness. Instruct designated personnel to rectify anycleanliness/organization deficiencies.

检查仓库地区的存货量，摆放陈列和卫生情况。派专人去保持卫生清洁和整理货品陈列。

（3）Establish par levels for supplies and equipment.Complete requisitions to replenish shortages or additional items needed for theanticipated business.

建立易耗品，酒精饮料的平均存放量。完成对库房的补货或对增加物品的采购。

4Requisition linens / skirting required for businessand assign staff to transport such to the restaurant.能够进行布草的存取，并分配员工运送到餐厅。

（5）Check stock of wines / champagnes and inform theBeverage Manager to order shortages noted. Ensure wines are received, properlystored, and kept secured.

检查葡萄酒/香槟酒的库存并及时提醒酒水经理补充存货。确保葡萄酒正常收货并正确和安全的被存放。

（6）Review sales of previous day; resolvediscrepancies with Finance. Track revenue againstbudget and forecast.

查看前一天的销售和酒水的成本，解决账目上的差异问题。对比实际销售额与预算。

（7）Meet with the Chef to review daily specials and outof stock items; update board throughout shift. Ensure that staffs are aware ofsuch.

与厨师长每天一起查看每日精选和沽清物品，每隔一个班次要更新一次。确保所有的员工都知道。

（8）Periodically check with the Restaurant reservationemployees/hostesses to review updates on reservation levels and arrivals.

定期和餐厅预定员/咨客一同检查预定系统的更新状况。

（9）Prepare weekly short schedules in accordance withstaffing guidelines and labour forecasts. Adjust schedules throughout the weekto meet the business demands.

根据员工的具体情况制定每周员工排班表。如有特殊情况则进行更改。

（10）Ensure that Staff report to work as scheduled.Document any late or absent employees.

确保员工是按照排班表在工作。记录下员工的迟到或是缺席。

（11）Coordinate breaks for staff. 

合理调节员工的休息时间。

（12）Assign work and side duties to staff in accordancewith departmental procedures. Communicate additions or changes to theassignments as they arise throughout the shift. Identify situations whichcompromise the department’s standards and delegate these tasks.

根据部门的运作程序为员工分配任务和职责。如在员工当班期间出现加班或是换班情况需及时与当事人进行沟通。

（13）Monitor the preparation of station assignments,ensuring compliance to departmental standards.

检查岗位分配的准备情况，确保与部门标准相一致。

（14）Conduct line-ups with staff and review allinformation pertinent to the day’s business.

组织员工短会并在会上重温当天所有的相关信息。

（15） Inspect grooming and attire of staff; rectify anydeficiencies.

检查员工的仪容仪表并予与更正。

（16） Inspect, plan and ensure that all materials,equipment and service carts are in complete readiness for service; rectifydeficiencies with respective personnel.

检查，计划和确保所有的设备，器皿和服务车都可用。如有任何问题需及时命相关人等进行修护。

（17） Constantly monitor staff performance in all phasesof service and job functions, ensuring that all procedures are carried out todepartmental standards; rectify any deficiencies with respective personnel.

持续检查员工各方面的行为和职责，确保所有的程序运作与部门标准相一致；如有不足之处需及时改正。

（18） Inspect table set-ups; check for cleanliness,neatness and agreement to departmental standards; rectify deficiencies withrespective personnel.

检查桌面摆台和清洁卫生以及整洁度是否和部门标准相一致。

（19）Inspect all aspects of the restaurant environmentensuring compliance with standards of cleanliness and order. Direct respectivepersonnel to rectify deficiencies.

检查餐厅的每个角落确保与部门标准相一致

（20） Ensure that the Host (ess) stand is clean, organizedand stocked with designated supplies.

确保咨客台干净整洁地被摆放在指定的地点。

（21） Review the reservation book, pre-assign designatedtables and follow up on all special requests.

查看预定本，预先准备好预定桌和所需的特殊用品。

（22） Ensure that specified amount of menus and wine andbeverage lists are available and in good condition for each meal period. Ensurethat daily specials are inserted into each menu.

确保在每个用餐时段的酒水和食品数量充足。同时确保每日精选被放入了菜单中。

（23） Check the pick-up station and side stations,ensuring agreement to standards of cleanliness, supply of stock andorganization.

检查传菜台和工作台，确保与清洁标准相一致，补充和整理库存。

（24） Monitor and assist Host (ess) in greeting andescorting guests to their tables according to departmental procedures. Ensurethat tables are set to best service the customers.

根据部门标准协助咨客问候客人并将客人带到座位上。确保餐桌处于最佳状态。

（25）Anticipate heavy business times and organizeprocedures to handle extended service hours.

预见忙碌时间段并有组织的处理等候的客人。

（26） Anticipate guest’s needs, respond promptly andacknowledge all guests, however busy and whatever time of day. Promote positiveguest relations at all times.

预见客人的需求，无论多忙和无论多晚对所有的客人的要求都要迅速的作出回应。与客人建立一个良好的关系。

（27） Be familiar with all departmentsproduct/services/features and local attractions/activities to respondaccurately to any customer inquiry.

熟悉所有酒店服务/特征和本地的观光景点以便可准确的回答客人的询问。

（28） Monitor and handle guest complaints byfollowing the instant pacification procedures and ensuring guest satisfaction. Ability to solve guests dissatisfaction (Mr. Biv)and answer all guests correspondence by mail, email and telephone or facsimileto ensure guests satisfaction.(within 24 hours at the latest for writtendocument).

聆听和处理客人的投诉并确保客人得到满意的答复。能够解决客人的不满意和回复所有客人的信件，电邮，电话或传真，以满足客人的需要。(在24小时内建立起书面文档)

（29） Monitor guest reactions and confer frequently withservice staff to ensure guest satisfaction.了

解客人的反馈和意见并及时与员工进行沟通，确保客人的满意。

（30） Check the status of all orders and ensure that theyare delivered within designated timelines.

检查所有的酒水点单并确保它们都根据部门要求被派送到了指定的地点。

（31） Monitor and ensure that all tables are cleared andreset according to department procedures.

检查和确保所有的桌子按部门运作要求被摆放干净和整齐。

（32） Monitor and maintain cleanliness and workingconditions of departmental equipment, supplies, and work areas.

检查和维护部门设备，供应品和工作区的清洁卫生和使用条件。

（33） Assist restaurant staff with their job functions toensure optimum service to guests.

协助西餐厅员工完成他们的工作职责以确保为客人提供最适宜的服务。

（34） Answer outlet telephone within 3 rings, usingcorrect salutations and telephone etiquette.

在电话响三声内要接听，并要运用正确的电话礼仪

（35） Take, record and confirm restaurantreservations/cancellations in accordance with departmental standards.

根据部门标准接受，记录和确认餐厅预定/取消。

（36） Access all functions of the MICROS system inaccordance to specifications. Restock journal tape and change ribbons asneeded.

根据需要将所有新信息输入电脑系统。

（37） Handle void checks in accordance with Finance Department procedures.

根据财务部标准处理删除账单。

（38） Assist employees with expediting problem payments.Ensure all cashiering procedures are processed in compliance with Finance Department standards.

协助服务员更顺利的完成有关付款的问题，确保所有的资金运作都与财务部标准相一致。

（39） Issue manual checks when the system is down and ensureaccountability of such.

在系统故障的情况下能够手写账单并确保其可用性。

（40） Ensure all closing duties for staff re completed before staff sign out.

确保在员工签退前完成了所有的工作。

（41） Conduct a weekly formal training program on the required job functionswith criteria expected and department orientation with new hires.Conduct ongoing training with existing staff.

根据员工的岗位职责为新员工作一个每周培训项目和部门培训。并对在岗员工进行持续性的培训。

（42） Provide feedback to staff on their performance.

对员工的行为做出反馈。

（43） Foster and promote a cooperative working climate,maximizing productivity and employee morale.

建立一个竞争的工作气氛，做大程度的提高员工的士气和工作效率。

（44） Respond to all pages by beeper/ phone calls promptly.

对所有的来电都要做出回应。

（45） Complete work orders for maintenance repairs.

 完成工程维修单并递交给工程部。

（46） Document pertinent information in department log book.

将相关信息记录在部门交班本上。

（47） Complete all paperwork and closing duties inaccordance with departmental standards.

根据部门标准完成所以文字工作并结束当天工作

（48） Review status of assignments and any follow-up actionswith on-coming supervisor.

检查任务准备情况。并用下一班管理人员进行交班。

（49） Successful completion of the training/certificationprocess.

顺利完成相关的培训/认证工作。

（50） Report all foodintoxication cases to the House Manager and F&B Manager as stated in therelated S.O.P. 

根据相关的服务标准流程向酒店经理和餐饮部经理薄薄所有的食物中毒事件。

（51） Analyze guest type and market share.

析客人类型和市场占有率。

（52） Conduct by yearly competitorpricing surveys.

每年调查一次竞争对手的价格水平。

SECONDARY FUNCTIONS次要职责:

（1）Complete anddirect scheduled inventories.

完成和指导库存清单。

（2）Conduct monthly departmental meetings.

召开每月部门会议。

（3）Attenddesignated meetings, menu and wine tasting.

出席指定的会议，菜单和葡萄酒品尝。

（4）Interviewrestaurant applicants.

面试餐厅服务员。

（5）RelieveHost(ess). 

协助咨客工作。

（6）Expedite onfloor or in kitchen as business demands.

如有需要到楼层或到厨房做支援工作。

（7）Completedepartmental filing.

完成部门档案。在系统中更改菜单。

（8）Update MICROS menu changes. 

在系统中更改菜单。

NOTE注意:

A review of this descriptionhas excluded the marginal functions of the position that are incidental to theperformance of fundamental job duties. All duties and requirements areessential job functions.

此工作职责并未包含次要和额外的工作职责。所有责任和要求都是最基本的工作职责。

This job description in no way states or implies thatthese are the only duties to be performed by the employee occupying thisposition. Employees will be required to perform any other job-related dutiesassigned by their supervisor.

此工作职责没有规定或暗示这些责任是在岗员工所有的责任。员工还必须完成所有由主管分配的相关任务。

This document doesnot create an employment contract, implied or otherwise, other than an “atwill” employment relationship.

此文件不构成员工合同，不包括暗示或其他含义，也不同于一个任意的雇佣关系。