F&B Divisional Service Coach - Guangzhou, 中国 - Hyatt Corporation

描述

F&B Divisional Service Coach

Summary

行政

Administration

Organises regular meetings with Outlet Managers, departmental trainers and Training department in

regards to all training matters.

Co-ordinates the administration of the Hystar Recognition programme for Food and Beverage with the training department.

Conducts regular audits to ensure that all Food and Beverage Training manuals (DOM) are up to date.

Reports on a weekly basic to the Asst Food & Beverage Director regarding training development,

suggestions and any problems encountered

Assists with the development, maintenance and update of a detailed Department Operations Manual that reflects policies and procedures, work processes and standards of performance within the Division.

Ensures annual review to accurately reflect any changes.

顾客服务

Customer Service

Ensures that all employees deliver the brand promise and provide exceptional guest service at all

times.

Ensures that employees also provide excellent service to internal customers in other departments as

appropriate.

Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner,following through to make sure problems are resolved satisfactorily.

Maintains positive guest and colleague interactions with good working relationships.

财务

Financial

Maximises employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

Focuses attention on improving productivity levels and the need to prudently manage utility/ payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.

Directs subordinates to ensure productivity meets the Hyatt International Food and Beverage

Operations Manual requirements.

Reviews and constantly seeks Productivity level improvements of all employees through the process of "taking work out of the system" (when appropriate) and through streamlining of work process.

Ensures new technology & equipment are embraced as to improve productivity.

营运管理

Operational

Ensures that minimum brand standards have been implemented.

Ensures that all Touches of Hyatt and the Food and Beverage Top 20 are implemented.

Responds to the results of the Consumer Audit and ensures that the relevant changes are

implemented.

Works closely with other Outlet Managers in a supportive and flexible manner, focusing on the overall

success of the hotel and the satisfaction of hotel guests.

Ensures that Food and Beverage employees work in a supportive and flexible manner with other

departments, in a spirit of "We work through Teams".

Assists F&B Outlet Managers in conducting refresher training on standards of service for Food and

Beverage based on the brand standards.

Assists the Training Department in the consolidation and implementation of key action items as a result of the Customer Audit.

Assists and ensures all selected F&B Management Development Programmes (MDPs) and Hyatt on

Skills Training candidates complete the assignments according to schedule.

Conducts field coaching regularly to ensure that all standards of service are followed by all employees and provide constructive feedback to the department heads concerned as well as the training

department to ensure corrective training is initiated.

Assists in the coordination of Industrial placements within the Food and Beverage and to develop the

orientation and training schedule as required.

Co-ordinates the inter-department cross training initiatives within Food and Beverage.

Assists in the development of a comprehensive Training Plan of all training activities for the year and reviews the plan quarterly with the Food and Beverage Director/Assistant Director of Food and Beverage.

Conducts and documents on-job-training for the new F&B employees.

Assists Training department to implement and evaluate F&B Divisional training and development

programmes.

Assists F&B Outlet Managers to implement and evaluate divisional training and development

programmes.

Monitors service and food and beverage standards in Outlets. Work with the Outlet Managers,

Executive Sous Chefs and Chef de Cuisines to take corrective actions where necessary.

Works closely with all Outlet Managers to assist Training department to maintain any updated training records on Database for all Food & Beverage employees as well as proper maintenance of all training

documentation, records and materials.

Assists in conducting monthly Departmental Trainer meetings and activities when necessary.

Assists Outlet Trainer to manage the compilation, implementation and upkeep of their respective

training needs.

人员管理

People Management

Oversees and assists in the recruitment and selection of all Food and Beverage employees. Adheres

to hotel guidelines when recruiting and uses a competency-based approach to selecting employees.

Oversees the punctuality and appearance of all Food and Beverage employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department's grooming standards.

Maximises the effectiveness of employees by developing each of their skills and abilities through the

appropriate training, coaching, and/or mentoring.

Conducts annual Performance Development Discussions with employees and to support them in their

professional development goals.

Assists in the development of Departmental Trainers through ongoing feedback and monthly meetings.

Plans and implements effective training programmes for employees in coordination with the Training

Manager and Departmental Trainers.

Oversees the preparation and posting of weekly work schedules, making sure that they reflect

business needs and other key performance indicators.

Encourages employees to be creative and innovative, challenging and recognising them for their

contribution to the success of the operation.

Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt's Values

and Culture Characteristics.

Ensures that all employees have a complete understanding of and adhere to employee rules and

regulations.

Ensures that employees follow all hotel, company and local rules, policies and regulations relating to

fire and hazard safety, and security.

Feedbacks the results of the Employee Opinion Survey and ensures that the relevant changes are

implemented.

总则

General

Is knowledgeable in statutory legislation in employee and industrial relations.

Understands and strictly adheres to rules and regulations established in the Employee handbook and

the hotels policies concerning fire, hygiene and health and safety.

Ensures high standards of personal presentation and grooming.

Exercises responsible management and behaviour at all times and positively representing the hotel

management team and Hyatt International.

Maintains strong, professional relationships with the relevant representatives from competitor hotels

and other organisations.

Responds to changes in the Food and Beverage function as dictated by the industry, company and

hotel.

Attends training sessions and meetings as and when required.

Carries out any other reasonable duties and responsibilities as assigned.

Qualifications

餐饮部多部门工作经验。