Principle Responsibilities & Position Purpose:

职责目标：

This position is concerned with the efficient and professional service of food and beverages, while ensuring guests receive optimum service in accordance with the standards, policies and procedures of this hotel and Hilton International.

本职位要求在餐厅服务的服务人员能为客人提供有效率以及专业的服务，在符合国际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。

Essential Responsibilities:

基本职责：

Confidently knowing the food and beverage menu contents and be able to explain them in detail to guests.

熟悉掌握菜单只是并可以自如地向客人做以介绍。

Understand dietary requirements and offer appropriate suggestions.

理解健康食品，并可以向客人提出合理的建议。

Be able to correctly label buffet dishes.

熟练正确地指出自助餐台上的食品。

By keeping buffet areas clean at all times.

保证自助餐台的整洁。

By completing TBS checklist in product knowledge.

达到TBS要求的产品知识水平。

Be able to make suggestions on the menu that might suit guests of different nationalities.

根据客人的不同国籍，推荐菜单上的食品。

Undertake steps/process to ensure that all areas of the restaurant are set to the standards required for breakfast, lunch and dinner. This includes setting tables, setting the buffet, having all equipment ready for service and ensuring you have been briefed by your supervisor for the shifts activities.

遵守工作程序，确保餐厅根据早、中、晚餐以及客人的要求正确摆台，包括摆台、自助餐台的准备工作，各种服务设备准备就绪。以及自己已经被当班主管做好关于本次活动细节通知。

By ensuring everything is clean and tidy, ready for guests to enter the restaurant.

保证各种设备设施的清洁，随时可以对客服务。

By assisting bar attendants & kitchen staff where required and carry out any reasonable duties requested by the Supervisor/Manager.

按照主管或经理的要求，协助饮料资深资深服务员及厨房员工。

By completing TBS checklist on preparing the restaurant for service.

根据TBS标准的要求，完成餐厅对客服务的准备工作。

Greet guests with smile offer assistance with coats, bags etc., and introduce yourself.

微笑迎接客人，协助客人存放外套及背包并作自我介绍。

All guests are escorted to a table, asked if they would prefer smoking or non smoking.

所有客人都需被引至桌旁，并询问就座吸烟区或非吸烟区。

All guests must be 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。

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。

Ensure all service procedures are carried out to the standards required.

确保所有服务都符合标准。

By replenishing drinks, 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。

Accommodate any guest request, if not possible then offer appropriate alternatives.

满足客人要求，如果不能满足，提供客人另外的选择。

Take personal responsibility for the service experience of all guests in your designated area.

在对所有客人的服务中尽到职责。

Guests have appropriate cutlery before each course is presented.

在服务每道菜之前，为客人准备相应的餐具。

Ask guests if satisfied after each course and if anything additional is needed.

服务后询问其是否满意，并询问客人是否有其他需要。

Follow up any guest questions or queries immediately and if you don’t know the answer, check with your Supervisor/Manager.

满足客人的各项要求，如不能马上答复客人，请与经理联系。

When passing by guest tables, check if they require service.

经过餐桌时需要确认客人是否有任何需要。

Smile & wish all guests a nice greeting as they enter & exit the restaurant, even if they are not designated to your section.

在客人进入或离开餐厅是都抱以微笑与问候，无论其是否在自己的服务区内。

Ensure service standards per TBS checklist are being achieved.

确保达到TBS检查表中涉及的各项标准。

You feel confident with TBS checklist on complaint handling.

以TBS标准为基本准则处理客人投诉。

Make sure all areas are cleaned and maintained in accordance with operating procedures.

严格执行服务程序，确保所有服务设施的清洁与完备。

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。

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。

Assist with guest coats and bags.

帮客人取回外套及背包。

Thank all guests and wish them a pleasant day.

感谢客人的光临并祝愉快。

Understanding relevant OH&S legislation & the implications on the operation of the department.

理解相关OH&S法规，并在餐厅的日常运营中执行。

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。

Reporting any accidents/incidents to the Supervisor/Manager.

向上一级主管或经理汇报发生的任何事故。

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。

Specific Job Knowledge, Skill and Ability:

工作技能技巧要求:

To maintain a high customer service focus by approaching your job with the customers always in mind.

在服务工作的整个过程中，时刻保持高度的客户服务意识。

To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.

保持积极的工作态度，做好本职工作，并且主动解决问题，能够始终清晰的与客人或同事进行交流。

To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.

具有积极合作的精神。以热心的态度对待所有的工作， 并乐于借助一切机会学习技能以便于改进自己的工作表现。

To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.

具有极强的应变能力。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。

To maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.

具有极强的团队精神，通过合作及对同事工作的支持达到团队的共同目标。

To contribute ideas & suggestions to enhance operational/environmental procedures in the Hotel.

能够提出对酒店的运作及环境有益的意见或建议。

To actively promote the services and facilities of the Hilton Hotels to guests and suppliers of the Hotel.

能够积极的向客人及供应商推荐酒店的服务及设施。

To perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.

在工作过程中能够做好本职工作，保证自己及他人的安全。

Give guest service the highest priority.

将服务客人放在首位。

Display professional behavior at all times.

在工作过程中始终体现职业素质。

Refrain from quarreling.

制止争执。

Avoid offensive or impolite language.

避免使用冒犯或不礼貌的语言。

Do not use alcoholic beverages or illegal drugs.

禁止饮用酒精饮料或服用非法药物。

Refrain from speaking with another team member or acquaintance, either by telephone or personally, in the presence of a guest.

当有客人在场时，不准与其他员工或认识的人员闲谈。

Do not use cell phones, IPODS, or PDA’s in guest view (unless business related).

在客人视野范围内不准使用手机、mp3或掌上电脑（有商务需求时除外）。

All team members delivering services must wear clean, well maintained, clearly identified uniforms.

所有员工提供服务时必须穿着整洁干净的制服。

上班地址：红松东路1116号