Position Summary 职位概述 This position is concerned with the efficient and professional service of Lobby Lounge whileensuring guests receive optimum service in accordance with the Hilton standards, policiesand procedures 本职位要求在大堂吧服务的服务人员能为客人提供有效率以及专业的服务，在符合希尔顿服务标准的前提下保证向客人提供周到的服务，令客人感到舒适满意。 1. Confidently knowing the food and beverage menu contents and be able to explain them indetail to guests. 熟悉掌握菜单及饮料单上的内容，并可以详细的给客人做出解释。 2. Understand dietary requirements and offer appropriate suggestions. 了解健康食品的要求，并可以给出适当的建议。 3. By completing Chao checklist in product knowledge. 能够达到 Chao 产品知识的要求。 4. By knowing menu items of all other outlets to recommend guests to other outlets. 了解其他餐厅的菜肴，以便向客人推荐。 5. Confidently knowing opening hours of all restaurants & Hotel outlets. 熟悉所有餐厅及饭店其他部门的营业时间。 6. Being able to recommend other restaurants & city attractions to Hotel guests. 可以向客人推荐其他具有吸引力的餐厅或场所。 7. To actively check staff product knowledge on each shift. 在工作中随时检查员工的产品知识。 8. By assisting bar attendants where required and carry out any reasonable duties requestedby the Manager. 在必要的时候协助吧员，并完成经理交与的任务。 9. By ensuring all staff are briefed for the details of the shift ahead. 确保所有员工提前了解换班详细安排。 10. By completing Chao checklist on preparing the Lobby Lounge for service. 完成 Chao 账单表以准备堂吧服务。 11. Maintains proper and adequate set-up of the bar on a daily basis. This includes requisitioningand stocking of all beer, wine, spirits, paper products straws and stirrers, condiments andproduce based on projections from the daily functions sheet. 保持吧台充足的日常供给，包括酒水、酒具等。 12. To be actively involved in the duties of a food and beverage attendant and cashier while onduty, as well as supervising the service of all guests in the Lobby Lounge 积极完成堂吧侍者及收银的工作，并主管所有客人的服务工作。 13. Greet guests with a smile, offer assistance with coats, bags etc., and introduce yourself. 微笑服务，协助顾客就座、挂外套、背包等，并作自我介绍。 14. Ensure all guests are escorted to a table, asked if they would prefer smoking or non smoking. 保证客人都被引导入座并询问他们希望在吸烟区或非吸烟区就座。 15. Ensure all guests are offered a drink within the first two minutes of being seated and quickly 保证客人就座后的两分钟内提供饮料 16. Ensure all service procedures are carried out to the standards required. 确保所有服务都符合标准。 17. Ensure all drinks are replenished, never letting cup or glass to become empty. 保证询问客人的饮料是否续杯，保证不发生空杯的情况。 18. Take personal responsibility for the service experience of all guests in the restaurant byvisiting and introducing yourself to all guests & actively checking on their satisfaction. 各尽其职，向客人做自我介绍，注意收集客人满意度的反馈。 19. Follow up any guest questions or queries immediately and if you don’t know the answer, check with your Manager. 满足客人的各项要求，如不能立即回答客人的问题请与经理联系。 20. A Supervisor must have detailed knowledge of Departmental Standards. 作为主管需熟悉掌握部门的各项标准。 21. Be able to explain the Standards to the team. 可以为团队成员解释介绍服务标准。 22. Be Pro-Active towards guests, assisting them with any reasonable requests, and training allstaff to see these things before the guests ask. 以积极主动的态度为客人服务，协助各种合理要求，并对其他员工进行客人需求的培训。 23. Ensure service standards per Chao checklist are being achieved. 确保达到 Chao 各项要求。 24. Make sure all areas are cleaned and maintained in accordance with operating procedures. 确保所有区域与开始时一样整洁。 25. Positively end the guests experience by checking satisfaction. 在客人接近尾声的时候，询问客人对用餐是否满意。 26. All guests check must be presented promptly on request with a feedback form & brochure. 在客人结帐时，账单要与客人满意程度调查及其他宣传单一起放在账单夹中。 27. Encourage all guests to fill out feedback forms when they leave. 鼓励客人在享用结束之后填写调查表。 28. Assist with guest coats and bags. 帮客人取回外套及书包。 29. Thank all guests and wish them a pleasant day. 感谢客人的光临，并祝愉快。 30. To supervise the restaurant roster on a daily basis and ensure it is in line with the changingbusiness levels. Make any changes in order to achieve the F&B Teams service standardsand budget goals. 在生意变化的基础上调整员工排班，做任何变化要确保餐饮部服务质量及财务预算。 31. Control the allocated labor for each shift to ensure that customer expectations are met whilstachieving the desired labor cost. 管理每个班次所安排的人力资源，在一定人力资源的基础上满足客人的期望。 32. Assist the Lobby Lounge managers with training all staff for ‘induction training’ and ‘on thejob training’. 协助大堂吧经理进行就职培训，及在职培训。 33. Offer staff constructive feedback about their performance after every shift in an aim todevelop their skills and confidence. 为提高员工的工作技能及自信心，在每个班次的工作之后总结他们的工作表现。 34. Provide leadership and direction for all staff while on duty by offering professional skills andleading by example. 通过体现自身的专业素质，为其他员工树立良好榜样。 35. Be aware of the restaurant & overall F&B targets for food, beverage, payroll & generalexpense costs.Required Qualifications 反应迅速并以积极的态面对需求的改变， 包括任何工作要求的改变。了解整个餐饮部的食品、饮料，工资成本及其他杂项目成本的预算。 36. To co-ordinate with Engineering and Housekeeping Departments to ensure maintenanceand cleanliness. Ensure follow-up procedures are maintained. 与工程部及客房部通力合作，以确保对科服务设施的完好整洁。 37. Ensuring the shift is reviewed and hand-over and briefings are carried out. 确保每个班次的回顾，交接班及例会的召开。 38. Being aware of potential highs and lows in the business. 了解生意潜在的增长或减低的态势。 39. Identifying and communicating potential sales leads to Manager. 能够一时到潜在的销售并向经理汇报。 40. Creating an environment where “everyone sells”. 创造出一种每个人都在推销的工作环境。 41. Communicating relevant financial information to the team. 与团队成员沟通有关的财务状况。 42. Understanding relevant OH&S legislation & the implications on the operation of thedepartment. 理解相关 OH&S 法规，并在日常运营中执行。 43. Ensuring that safe and healthy working practices are observed throughout service. 在服务过程中确保严格遵守卫生及安全守则。 44. Reporting any accidents/incidents to the Manager. 向经理汇报发生的任何事故。 45. Food & Beverage mission is established and instilled in all team members. 餐饮部的工作使命在所有员工当中被建立并贯彻。 46. Maintains the highest standard of personal professional image, conduct, knowledge andskills related to the job responsibility. 维护最高的专业个人形象。 47. Maintains professional business confidentiality. 保护商业机密。 48. Performs any other duty as assigned by the Department manager. 执行任何工作任务都像执行部门经理下达的任务一样。