Reports tooutlet as scheduled, in uniform, eat, clean and ready to work
根据排班准时上班，准备工作之前需已用毕餐，换好工装，一切就绪。
The ServiceWaiter服务员：
a) Must know menu items as well asdrink list
必须熟知所有的菜单和酒水单内容
b) Must know Outlet setup standards.
必须熟知餐厅的摆台标准。
c) Handles complaints and reports toimmediate supervisor.
向值班主管汇报客人投诉。
To maintaina high customer service focus by approaching your job with the customers alwaysin mind.
在工作的整个过程中，时刻保持高度的客户服务意识。
To have apositive impact, taking personal responsibility and initiative to resolveissues, 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呢或同事进行交流。
To bemotivated and committed, approaching all tasks with enthusiasm and seizingopportunities to learn new skills or knowledge in order to improve yourpersonal 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 beflexible, responding quickly and positively to changing requirements includingthe 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 maintainhigh team focus by showing co-operation and support to colleagues in thepursuit 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
Tocontribute ideas & suggestions to enhance operational/environmentalprocedures 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 activelypromote the services and facilities of the Hilton Hotels to guests andsuppliers 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 performall duties and responsibilities in a manner that ensures your safety and thatof 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。
JOBSPECIFIC COMPETENCIES 具体职责
1
Product Knowledge
To ensure that
guest needs and requirements are appropriately addressed.
Confidently knowing the food and beverage menucontents and be able to explain them in detail to guests.
熟悉掌握菜单及饮料单上的内容，并可以向客人做出详细解释。
Be able to correctly label buffet dishes.
能够正确标注自助餐菜肴。
By knowing menu items & Business Hours of all other outlets to recommend guests toother outlets.
熟悉所有餐厅及饭店其他部门的营业时间和菜单。
2
Preparing floor for Service
To ensure standards
for service delivery are being attained.
Undertake steps/process to ensure that all areasof the restaurant are set to the standards required for breakfast, lunch anddinner. This includes setting tables, setting the buffet, having all equipmentready for service and ensuring you have been briefed by your supervisor for theshifts activities.
遵守服务程序，保证餐厅的各个区域豆符合早餐，午餐及晚餐的服务标准。其中包括收银台的准备工作，与厨师交流餐厅预定的详细情况。
Undertake steps to ensure that the cashier desk is ready and set for service.
检查收银设备的准备工作。
Check reservations with Supervisor/Manager, andconfirm any large bookings for the next service period.
与主管或经理检查预定，并确认人数较多的预定。
3
Customer Service
Aids in creating an environment where everyone in the department works
together as a team in “creating that special experience”.
Greet all guests that walk past your outlet& offer them menus to view when appropriate.
对经过/参观餐厅的客人问候并提供菜单和抱以微笑。
Greet guests with a smile offer assistance withcoats, bags etc., and introduce yourself.
微笑服务，协助客人就座，储存外套或背包，并作自我介绍。
All guests are escorted to a table, asked ifthey would prefer smoking or non smoking.
为客人引位，并询问客人希望就座于吸烟区或非吸烟区。
4
End of Service
To ensure that at
the end of service the guest cycle is complete.
Encourage all guests to fill out feedback formswhen they leave.
鼓励客人填写意见调查表。
Assist with guest coats and bags.
协助客人提取外套和背包。
Thank all guests and wish them a pleasant day.
感谢客人的光临并祝愉快。
OTHERS其他
To attend all training course organized by hotel.
参加酒店组织的培训。
To have thorough knowledge of service procedures.
具有扎实的服务知识。
Be able to work rapidly during peak hours.
能够在高峰时段高速度的工作。
Be flexible with shift hours.
适应弹性工作时间。
Teamwork is a necessity.
团队工作能力。
