Position Summary职位概述
This
position is concerned with the efficient and professional service of food and beverages within the All Day Dining Restaurant, ensuring that the
restaurant returns a budgeted profit through tight cost and stock control. Direct supervision of
staff is necessary, while ensuring that all guests receive optimum service in
accordance with the
Doubletree
standards, policies and procedures of this hotel.
此职位要求能够为全日制餐厅提供专业快捷的餐饮服务，通过成本及库存控制来获得计划盈利。直接督导员工的工作，通过遵守希尔顿国际逸林国际酒店的规章制度以确保为客人提供符合标准的完美服务。
1.
Confidently knowing the food and
beverage menu contents and be able to explain them in detail
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.
了解客人饮食的要求，并可以给出适当的建议。
3.
By completing SOP checklist in product knowledge.
能够达到SOP产品知识的要求。
4.
Be able to make suggestions on the
menu that might suit guests of different nationalities.
可以根据客人不同的国籍推荐菜单上的食品。
5. 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。
6.
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。
7.
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。
8.
To actively check staff product
knowledge on each shift.
在工作中随时检查员工的产品知识。
9.
Undertake steps/process to ensure
that all areas of the restaurant are set are set to the standards required
for breakfast, lunch and dinner. This
also includes checking the cashier desk set-up & communicating with the
Chefs about any details for the shift including how many reservations for the
day.
遵守服务程序，保证餐厅的各个区域都符合早餐、午餐及晚餐的服务标准。其中包括收银台的准备工作，及和厨师交流，餐厅预定的详细情况。
10.
Check reservations for the day,
ensuring that the restaurant & staff have tables ready and large bookings
have been confirmed by phone.
检查餐厅当天预定，保证员工能够按照预定准备及正确摆台，做好相应的准备，并能致电确认预定。
11.
By assisting bar attendants &
kitchen staff where required and carry out any reasonable duties requested by
the Manager.
在必要的时候协助酒吧及厨房的同事，并完成经理交与的任务。
12.
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。
13.
By completing Daily checklist on
preparing the restaurant for service.
完成每日检查表以准备餐厅服务。
14.
To be actively involved in the duties
of a food and beverage attendant and cashier while on duty, as well as
supervising the service of all guests in the restaurant.
积极完成餐厅侍者及收银的工作，并关注对所有客人的服务。
15.
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。
16.
Ensure all guests are escorted to a
table.
保证客人都被引导入座。
17.
Ensure all guests are offered a drink
within the first two minutes of being seated and quickly followed up with a
food menu.
保证客人就座后的两分钟内提供饮料，随后提供食品菜单。
18.
All breakfast guests & any single
diners should be offered a paper to read.
提供报纸给所有用早餐的客人及单独用餐的客人。
19.
Ensure all service procedures are
carried out to the standards required.
确保所有服务都符合标准。
20.
Ensure all drinks are replenished,
never letting cup or glass to become empty.
确保所有饮料都已补充，保证不发生空杯的情况。
21.
Take personal responsibility for the
service experience of all guests in the restaurant by visiting 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。
22.
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。
23.
A Captain must have detailed
knowledge of Departmental Standards.
作为领班需熟悉掌握部门的各项标准。
24.
Be able to explain the Standards to
the team.
可以为团队成员解释介绍服务标准。
25.
Positively dealing with and learning
from customer complaints and comments with follow up and feedback to the
Manager.
以积极的态度为客人服务，协助各种合理要求，并对餐厅其他员工进行客人需求的培训。
26.
Be Pro-Active towards guests,
assisting them with any reasonable requests, and training all staff to see
these things before the guests ask.
以积极主动的态度为客人服务，协调各种合理要求，并对餐厅员工进行预判客人需求方面的培训。
27.
Ensure service standards per Job
Skill checklist are being achieved.
确保达到工作技能检查表的各项要求。
28.
Make sure all areas are cleaned and
maintained in accordance with operating procedures.
确保所有区域与开始用餐时一样整洁。
29.
Positively end the guests experience
by checking satisfaction.
在客人用餐接近尾声的时候，询问客人对用餐是否满意。
30.
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。
31.
Encourage all guests to fill out
feedback forms when they leave.
鼓励客人在用餐结束之后填写调查表。
32.
Assist with guest coats and bags.
帮客人取回外套及书包。
33.
Thank all guests and wish them a
pleasant day.
感谢客人的光临，并祝愉快。
34.
To supervise the restaurant roster on
a daily basis and ensure it is in line with the changing business levels.
Make any changes in order to achieve the F&B Teams service standards and
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。
35.
Control the allocated labour for each
shift to ensure that customer expectations are met whilst achieving the
desired labour cost.
管理每个班次所安排的人力分配，在一定人力成本的基础上满足客人的期望，同时达到预期的劳动力成本。
36.
Assist the restaurant managers with
training all staff for ‘induction training’ and ‘on the job training’.
协助餐厅经理进行就职培训，及在职培训。
37.
Offer staff constructive feedback
about their performance after every shift in an aim to develop 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。
38.
Provide leadership and direction for
all staff while on duty by offering professional skills and leading by
example.
通过体现自身的专业素质，为餐厅的其他员工树立良好榜样。
39.
Be aware of the restaurant &
overall F&B targets for food, beverage, payroll & general expense
costs.
与工程部及客房部通力合作，以确保对客服务设施的完好整洁。
40.
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。
41.
Being aware of potential highs and
lows in the business.
了解生意潜在的增长或降低的态势。
42.
Identifying and communicating
potential sales leads to Manager.
能够意识到潜在的销售方向并跟经理汇报。
43.
Creating an environment where
“everyone sells”.
创造出全民营销的氛围。
44.
Understanding relevant HACCP & the implications on the
operation of the department.
理解相关的HACCP及其对部门运作的影响。
45.
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。
46.
Reporting any accidents/incidents to
the Manager.
向上一级经理汇报发生的任何事故。
47. Food & Beverage mission is established and
instilled in all team members.
将餐饮部的工作任务分享给所有员工并贯彻执行。
48. Maintains the highest standard of
personal professional image, conduct, knowledge and skills related to the job
responsibility.
保持高标准的专业个人形象。
49. Maintains professional business
confidentiality.
保护商业机密。
50. 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。
51.
The
management reserves the right to change / extend this job description if
necessary at any point of time during her / his employment.
如有必要，该部门有权更改或补充该职位描述。
52. Carries
out any other reasonable duties and responsibilities as assigned.
完成任何其他合理的职责和被指派的职责。
