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Job Summary: Assist Restaurant Manager, making sure all aspects of guest’s satisfaction for food and beverage service in restaurant, handles and solves problems from the guests. Conducting and following all SOP from Director of F&B Services in particular and in hotel management in general
Duties and responsibilities:
Guest Relations
Ensure guests are warmly welcomed and thanked. Provide feedback to staff on their guest relation skills, offering praise for good performance. Regularly visit tables to inquire about guests' dining experiences and handle any inquiries or complaints.
Area and Equipment Inspections
Conduct routine inspections of floors, carpets, windows, mirrors, entrances, outside areas, restrooms, and signage, addressing any issues with housekeeping. Ensure correct menus are available for specific meal periods and check the placement and condition of furniture and equipment.
VIP and Special Guests
Review the Daily VIP List to anticipate special needs and learn VIP guests' names. Assist the Host in seating VIPs and special guests, and introduce the captain to these guests to ensure a personalized experience.
Staff Management and Training
Ensure staff follows through on instructions, assist those who are behind, and maintain personal hygiene. Review daily activities and revenues, fill staffing gaps, counsel employees, and follow discipline procedures. Conduct briefings, weekly training, and monthly department training, while monitoring staff interactions with guests and adjusting schedules as needed.
Communication and Coordination
Communicate with the Host on the dining room status, review and respond to shift messages, and track revenue against the budget. Conduct shift briefings to discuss uniform and hygiene standards, out-of-stock items, house count, VIPs, special guests, policy changes, and answer staff questions.
Inventory and Supplies
Check the par list for shortages, assign staff to requisition supplies, and handle lost and found issues.
Dining Room Setup
Ensure the correct placement and cleanliness of tables and furniture.
Business leader of the property with responsibility for all aspects of the operation, including guest and employee satisfaction, human resources, financial performance, sales, marketing and revenue, etc.
Hotel General Manager will report directly to Director of operations and will be responsible for overseeing all operation activities of the Hotel.
Supervise and coordinate activities of cooks and workers. Inform Food & Beverage service staff of menu specials and out of stock menu items. Assist cooks and kitchen staff with various tasks. Monitor stock of kitchen supplies and food. Maintain kitchen logs for food safety program and food products
Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees. Follow all company and safety and security policies and procedures; report maintenance needs, accidents, injuries, and unsafe work conditions manager; complete safety training and certifications. Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Address guests' service needs. Speak with others using clear and professional language. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time
DUTIES AND RESPONSIBILITIES
FINANCIAL RETURNS
• Participate in the preparation of the Resort’s Strategic Plans, budget’s meeting, P&L meeting
• Assists and provides financial guidance in the formulation and implementation of Strategic Plan, Budget and KPO’s (Goals Program)
• Analyze financial and management reports
• Be responsible for department detail P&L
• Educate, train and motivate the teams to achieve department and hotel revenue goals. Ensure staff has the information, data, tools and equipment to successfully carry out job duties
• Design internal reporting systems required by the department and hotel
• Employ adequate internal control procedures to ensure correct authorization for payment procedures
• Ensure monthly payroll process and payment accurately and on time
• Maintaining accurate and timely financial and operating information and ensure corporate deadlines are met, including reports on monthly, quarterly and annually basic.
• Cooperating with Owner Finance Department to deliver compulsory report as per Local regulation
• Follows up on all capital expenditures to ensure compliance with original justification and approval
• Performs those duties required by the controls checklist issued by Director of Finance and Business Support
• Review of operating equipment stores to avoid unnecessary/excessive purchases and to eliminate (or at least be aware) of obsolete slow moving items
• Ensure all accounts are reconciled on monthly basis, review and approve those reconciliation’s
• Ensure payments are made to Suppliers, IHG and Profit Transfer to Owner accurately and on time
• Together with the IT Manager develop yearly strategic goals for the hotel relating to financial measures
• Work with Head of Departments to perform ad hoc cost benefit analysis on various projects.
• Follow up and coordinate with related department to raise insurance claim form for Property damaged by natural disasters, fires and explosions…. to Insurance Company.
• Cooperating directly with Owner Insurance Office to get the instructions, guidelines as well take part in training courses in regards to Insurance knowledge.
• Cooperating directly with Adjuster Company (designated by Insurance Company) to provide the evidences and do the processing for insurance claim.
PEOPLE
• Identifies staff with potential for promotion and/or transfer within Accounting operation
• Identifies training needs, develops formal training plans and conducts training sessions for accounting and operational staff in coordination with other departments
• Management of work flows of the finance department
• Works with Human Resources on manpower planning and management needs
• Sets up and review KPOs and PDP for Finance Department
• Conducts Mid-Year Review and End Year Review for Finance Department
• Attend operation daily briefing if necessary and sharing guest feedback with Purchasing Department and other Department
• Support and training Accounting staff and ensure their work life balance to improve and maintain Employee engagement
• Share P&L to the staff and help them to understand financial returns
GUEST EXPERIENCE
• Provides administrative support to Management with reference to policy enforcement, business advice and operational assistance
RESPONSIBLE BUSINESS
• Implement and review financial controls and policies
• Communicate with Owners and maintains good relations and attends liaison meetings when required
• Evaluate existing internal control measures that apply to accounting procedures and computer systems as per IHG Policies and Procedures
• Manage internal and external audits when they occur
• Obtains appropriate legal counsel regarding the business practices of the hotel and maintains an awareness of local laws, rules and regulations
• Provides safekeeping, including proper storage and access for all contracts, leases and other financial records
• Participates in local recognized professional and industry organizations
• Recommends and maintains appropriate list of delegation of authority for hotel management
• Implements and maintains acceptable accounting practices and procedures as required by InterContinental Hotels Group Policy, generally accepted accounting practices, and as affected by local conditions
• Assist in the maintenance of the fixed asset register on an annual basis
• Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.
• Perform any other duties, which may be assigned by the management from time to time.
Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and Sunseling coaching employees; serve as a role model. Follow all company and safety and security policies and procedures; report maintenance needs, accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Anticipate and address guests ' service needs. Speak with others using clear and professional language. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
• Chuẩn bị các dụng cụ bếp sẵn sàng để vận hành
• Hỗ trợ kiểm hàng và nhận hàng
• Nhập hàng vào kho
• Đảm bảo vệ sinh và duy trì các khu vực kho luôn trong tình trạng tốt
• Vệ sinh và lưu trữ các thiết bị
• Vệ sinh các loại vật dụng
• Xử lý rác thải và đồ vải
• Đảm bảo và duy trì vệ sinh trong khu vực bếp
• Dọn dẹp khu vực bếp và các thiết bị bếp
• Đảm bảo vệ sinh cá nhân sạch sẽ
• Tham gia các cuộc họp giao ban hằng ngày
• Tham gia các buổi đào tạo
• Report to Director of Rooms
•Direct daily activities, plan and assign work ensuring you always have the right staffing numbers
• Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues - recognise good performance
• Educate and train all team members in compliance with federal, state and local laws and safety regulations. Ensure staff are properly trained and have the tools and equipment to carry out job duties
• May assist with deep cleaning projects and/or assist housekeeping staff during high-volume periods
• Help prepare and monitor the hotel’s annual budget with a focus on increasing profitability
• Maintain proper inventory levels managing cost per room for supplies and labour Carry out the special requests from guests, VIPs, repeat visitors and club members
• Maintain and order supplies and equipment whilst minimising waste and maintaining “green” initiatives (for example: container recycling, and cleaning agents)
• Reunite items with owners - and log any lost and found property
- Maintains a friendly, cheerful and courteous demeanour at all times.
- Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
- Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
- Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
- Supervise daily shift process ensuring all team members adhere to standard operating procedures.
- Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
- Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
- Adhere to company credit limit, floor limit policies.
- Allocate rooms to expected arrivals after checking guests preferences and special requests.
- Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.
- Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.
- Cross Check all billing instructions are correctly updated.
- Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
- Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
- Performs other duties as assigned, requested or deemed necessary by management.
- Ensure Front office log book and hotel log book is always updated and actioned upon.
- Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
- Participate in hotel committees and task force assignments.
- Assist all departments in servicing the guests during high volume periods.
- Takes responsibility in the absence of the Duty Manager / Front office manager.
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• Ensures that the service sequence is followed according to established standards.
• Responsible for the cleanliness of all banquet facilities and equipment.
• Attends to guests’ needs and requests regarding Room set-up, audiovisual and Food and Beverage service.
• Responsible for the constant training of Banquet Staff and strongly involved in Staff training.
• Prepares the banquet cheque by following the Function Order, ensuring to charge according to the Function Order.
• Thorough knowledge of all menu items and all types of set-up, and be able to pass the knowledge to staff.
• Responsible for the day to day operation.
• Controls and ensures cleanliness and proper maintenance.
• Attend to guests’ need in professional manner.
• Prepares all guest supply and other requisitions to ensure a smooth operation.
• Assists in setting up function rooms
• Take care of function as assign to.
• Checks and tests the audiovisual in each function.
• Responsible for the follow up of job order in the banquet department, making sure all equipment is in good working condition.
• To monitor all costs and recommends measures to control them.
1. Be knowledgeable of procedures for security and emergency incidents and is familiar with location of fire alarms and fire extinguishers.
2. Maintain personal presentation to hotel and Marriott standards.
3. Greet all arrival and departure guests while assisting in traffic control at the main entrance. Subsequently, to handle with in and out luggage with the rapid and accurate professional services under the standard of performance
4. Deliver newspapers, mails, messages, parcels and faxes properly and professionally handling with telephone line and paging system
5. Be acquainted with all hotel facilities, including the guest room facilities and know all events in the hotel.
6. Ensure and responsible for the cleanliness and tidiness of working area, luggage room, luggage trolleys, luggage passage way and to report to bell captain if any repair needed as well as the uniform appearance must always neat and clean
7. Take responsibility for all registered luggage that is the mandatory from the hotel guideline on luggage control and security
8. Coordinate with GSA and GRO in order to provide professional service i.e. check with front cashier if guests have already settled their account
9. Inform Chief Concierge or Duty Managers any unusual situation and cases
10. Replacing welcome agents at the main entrance and open the door for the guests when necessary
11. Ensure that all luggage deliveries and collections are accurately recorded in the luggage control sheet.
12. Ability to work on different shift as a teamwork (morning/afternoon/overnight) on day to day operation
13. Attend languages, personality improvement and standard of performance training
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