Customer Service宾客服务
· Ensure that all employees deliver the brand promise and provide exceptional guest service at all times.
确保所有员工遵循品牌承诺并始终提供优异的对客服务。
· Ensure that employees also provide excellent service to internal customers in other departments as appropriate.
确保员工同样在适当的时候为其他部门的内部客人提供优质服务。
· Handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
礼貌而高效地处理所有客人和内部客人的投诉和询问，确保问题得到圆满解决。
· Maintain positive guest and colleague interactions with good working relationships.
与客人和同事保持基于良好工作关系的互动接触。
· Establish a rapport with guests maintaining good customer relationships.
与客人建立并保持良好的客户关系。
Operational 营运
· Ensure that minimum brand standards have been implemented.
确保酒店所有的乃至最细小的品牌标准都要被贯彻执行。
· Embrace all the standard of Niccolo Hotels Global expectations.
遵循执行全球尼依格罗酒店期望值。
· Works closely with other employees in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
以支持和灵活的态度与其他员工紧密合作，着眼于整个酒店的成功和酒店客人的满意度。
· Works in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
以支持和灵活的态度和“团队协作”的精神与其他部门合作。
· Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
对于客户调查结果做出回应并落实相应的改善措施。
· Presents menu/ drinks list, answers enquiries and makes suggestions regarding food, beverage and service to guests.
向客人呈送菜单，回答客人问询并为客人提供关于食品、饮料及服务的建议。
· Takes orders and serves Restaurants, Bars & Events to guest according to the established sequence and procedures.
根据所定的程序接受点菜并为客人服务食品及饮料。
· Fully conversant with all aspects of the Micros Computer System.
完全了解Micros 电脑系统的各方面。
· Ensures all Restaurants, Bars & Events items, equipment and other facilities in the Outlet are maintained according to the Departmental Operation Manual requirements.
根据部门营运指南要求确保部门内所有餐饮物品、设备和其他设施得到妥善保管和维护。
· Takes guest order and serves items without unnecessary delay.
记录客人点菜并及时提供产品和服务，不得无故延误。
· Familiars and have good knowledge of the Outlet’s Menu and Wine List.
熟悉并对餐厅菜单和酒单有相当的了解。
· Up-sells beverage to increase the revenue.
促销饮品以提高营业收入。
· Reports any difficulties or problem to Team Leader/ Assistant Manager for solution or follow up actions.
向餐厅领班/副理报告所有困难及问题，以便解决和跟进。
· Maintains par stocks of beverages and guest supplies.
保持所有酒水和客人供应品的标准库存量。
· Prepares mise-en-place according to the requirement and operation needs.
确保根据要求和运作需要做好餐前准备工作。
· Clears and resets counters or tables.
清洁并重新摆设餐台和餐桌。
· Prepares and serves Cocktail as requested.
根据要求准备及服务鸡尾酒。
· Assists in setting up/ decorating the Outlet according to the theme during special promotions or occasions.
在特别推广或活动期间，根据活动主题协助餐厅的摆台和装饰。
· Ensures all beverage stock are kept in the proper storage under the appropriate temperature.
确保所有饮品在适合温度下的妥善储存。
· Ensures all glasses are well polished.
确保所有杯具的光亮、洁净。
· Assists in Bar stock inventory and maintains an accurate inventory record.
协助对酒吧的盘点并保持准确的盘存记录。
· Submits request for replenishing the beverage items in the Bar.
提出补充酒吧饮品的申请。
· Verify cash received ensuring only genuine money been collected.
核对收取的现金，确保所收现金都是真钞。
· Verify all credit cards presented by guest within validity of the card.
核对所有客人呈交信用卡，确保所有信用卡都在有效期内。
· Strictly adhere to all policies and procedures issued by the Finance with regard to cashiering and cash handling.
遵守财务部发出的关于收银及现金处理的政策和程序。
· Report and explain any discrepancies in outlet checks, daily transactions and reports.
报告并解释在餐厅查账、每日转账和汇报中出现的差额。
Personnel 人事
· Support, demonstrate and reinforce the Niccolo Hotels Values and Culture Characteristics.
支持、证明并加强尼依格罗酒店价值观和文化的特点。
Other Duties 其他职责
· Understand and strictly adhere to Rules and Regulations established in the Employee Handbook and the hotel's policies concerning fire, hygiene, health and safety.
理解并严格遵守员工手册中的规章制度以及涉及到消防、卫生、健康和安全的酒店政策。
· Ensures high standards of personal presentation and grooming.
确保高标准的个人形象和仪容仪表。
· Respond to changes in the Restaurants, Bars & Events function as dictated by the industry, company and hotel.
根据行业、公司和酒店对于餐饮及宴会部职能要求的变化做出反应。
· Exercise responsible behavior at all times and positively representing the hotel and Wharf Hotels.
任何时间表现负责的行为，并以积极的形象代表酒店管理团队和九龙仓酒店集团。
· Attend training sessions and meetings as and when required.
需要时参加培训课程和会议。
· Carry out any other reasonable duties and responsibilities as assigned.
执行分派的任何合理任务和额外职责。
