Job Summary:
Direct staff and serve guest needs by providing exceptional knowledge of food and beverage menu items as well as information regarding preparation methods while ensuring guest satisfaction.
具备专业的餐饮酒水知识和正确的操作程序,指导员工,服务顾客,确保顾客的满意。
The ability to offer guests an enjoyable, expertly served beverage/dining experience conforming to Four Seasons standards of excellence for quality, professionalism and friendliness.
根据四季酒店的服务标准,向顾客提供高品质,专业,友好的服务使客人有一个快乐的就餐经历。
The ability to anticipate and service of guest’s requirements before requests are necessary.
在客人提出需要之前,预知顾客的要求,同时满足其要求。
Job Requirements:
One to two years previous experience in a line, supervisory or
senior server position in F&B.
不少於两年服务员或高级服务员经验。
Problem solving, reasoning, motivating, organizational
and training abilities.
具有解决问题,推理,号召,组织和培训能力。
· Deliver Food and Beverage service of high standard and in accordance with departmental standards and procedures
按照部门的规范和程序提供高标准的餐饮服务。
· Develop departmental standards and procedures to promote salesmanship, beverage creativity and profit
为销售,饮品创新和利润制定部门的规范和程序。
· Communicates to his/her superior any difficulties, guest comments and other relevant information
与上级领导交流有关疑难,客人意见和其它相关信息。
· Delivers daily briefings and attends other Food and Beverage meetings as scheduled
召开每日例会和参加计划好的餐饮部会议。
· Delivers prepared training sessions in line with a departmental monthly calender
按照部们的月度活动日历提供制定的培训课程。
· Prepares for service by ensuring the department’s:
确保部门的以下各项工作就绪为客人提供服务:
o Grooming is impeccable and in accordance with ICHG personal presentation standards
遵守洲际酒店集团的个人仪表仪容规范著装无可挑剔
o Equipment is clean
设备干净
o Equipment is sorted and stored
设备分类且存放好
o Glassware is polished
玻璃器皿擦亮
o Requirements for special occasions are ready
特别活动的要求准备就绪
o Music is on
放音乐
o Lighting is on
开灯
o Outlet is ready for service and guest comfort
酒吧准备就绪为客人提供舒适的服务。
· Carries out effective service by ensuring all staff are aware of their role in:
确保所有员工了解自己的职责高效的提供服务:
o Greeting and seating guests
迎宾并安排客人就坐
o Explaining and up-selling daily beverage specials
说明并推销每日的特价饮料
o Processing food orders accurately
准确的下食品单
o Using trays and tray jacks effectively
有效的利用托盘和托盘架
o Quickly taking food and beverage orders
快速的为客人写餐饮订单
o Ensuring payment methods are handled accurately
确保准确的处理付款方式
o Ensuring working areas are cleaned and re-set quickly
确保工作区快速的清洁和重新摆放整齐
o Ensuring the bar is clean
确保吧台干净
o Regularly cleaning ashtrays
定时清理烟灰缸
o Conversing with Guests in relation to the food and beverage products
与客人交谈有关的餐饮产品
· Carries out effective beverage service by ensuring:
通过确保以下内容高效的提供饮品服务:
o Beverages are up-sold and regularly replenished, abiding by responsible alcohol service regulations
遵守酒精饮料服务归定,推销饮料并定时为客人续酒。
o Converse with Guests about wine, advising the types and styles of wine, taking wine orders and serving wine
与客人谈论葡萄酒,建意葡萄酒的品种和风格,写单和为客人送酒
o Promoting and selling cocktails to guests
向客人推销鸡尾酒
o Making and presenting cocktails
调配和装饰鸡尾酒
o Coffee and tea is served hot and in accordance with standard
按规范提供热的咖啡和茶
· Patron care standards are adhered to by ensuring:
通过确保以下方面遵守宾客服务规范:
o Guests are advised on alcoholic beverages
给予客人有关酒精饮料的建议
o The strengths of alcohol is advised and guests are advised as to their effect
告知客人酒精强度,并告诉客人对他们的影响。
o Compliance with legal provisions of local liquor codes
遵守法律规定和地方酒精饮品条例
o Level of intoxication of guests is assessed and appropriate action taken
评定客人的醉酒程度并采取必要的措施
o Advise guest on the hotel’s policy of smoking
通知客人酒店的吸烟规定
o Monitor factors which interfere with the total experience of the guest
监测影响客人总体体验的各方面工作
· Cellar operations are carried out including:
酒窖管理包括:
o Correct use of refrigeration system
正确的使用冰箱系统
o Effective operation of the post-mix syrups bulk dispense system
有效的使用后混合桶装糖浆分装设备
o Operating the beer reticulation system
使用啤酒过滤裝置
o Adhering to stock control procedures
遵循存货管理程序
· Take appropriate action to resolve guest complaints
正确处理客人的投诉。
· Requisition bar items according to bar stocks
根据酒吧存货量领取酒吧物品。
· Train bar attendant, wait help and bus help in basic beverage knowledge and beverage service
为酒吧侍应生提供基本的饮料知识和饮料服务的培训。
· Complete spillage report and submit to Food and Beverage manager at the Conclusion of each shift
填写洒酒单并在每班结束后交给餐饮经理。
· Assist the Food and Beverage Manager to source and review outlet musicians
协助餐饮经理寻找和审评音乐师。
· Assist to promote the musicians
协助乐师的推广工作。
· Design promotional material which is aimed at increasing revenue, covers and profit for the Bar with the approval of the Food and Beverage Manager
设计以增加收入,人数和利润为目的的酒吧宣传材料,然后由餐饮经理审批。
· Works with Superior on manpower planning and management needs
和上级领导一起进行人力规划和管理需求。
· Works with Superior in the preparation and management of the Department’s budget
和上级领导一起编制和管理部门预算。
岗位职责:
Delight Guest和悦宾客
1.Practice the service culture SHINE with Service Essence Training
对客服务中践行《服务精髓》中SHINE的服务文化要求
2.Solve the guest complaints with service culture E-Leap within Service Recovery Training
当客人向我们表达不满情绪时及时担负责任,并践行《服务补救》中的E-LEAP服务文化原则
3.Personal grooming, hygiene and courtesy are in line with hotel and brand standards
个人仪容仪表、卫生及礼貌礼节符合酒店和品牌标准
4.Strictly adhere to service processes and brand standards, and convey the essence of the brand to our guests to improve guest experience and brand perception
严格遵守服务流程和品牌标准,向我们的客人传递品牌精髓的信息以提高客人体验感和品牌感知度
5.Provide Service to guests with the highest level of engagement
提供高水准的服务
6.Ensures that associates 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同样优质服务
7.Handles 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
8.Maintains 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
9.Personally and frequently verifies that guests in the Outlet are receiving the best possible service.
经常亲自证实餐厅客人得到的是最好的服务
任职资格:
With 1 years
above 5 starts hotel working experience at western restaurant.
具有5星级以上酒店西餐厅同级工作1年以上相关工作经验
Good Leadership and Training skills.
良好的领导力和培训技能
Good organization skills.
良好的组织能力
Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
拥有在与他人交往时大多数时间所使用的沟通技能;完全代表酒店,品牌和公司与顾客,员工和第三方交往的能力
· Report the regular work to Banquet Manager.
向宴会经理汇报工作。
· In the absence of a Manager, conducts shift briefings to ensure hotel activities and operational requirements are known.
当经理不在场时,负责人才的监督和管理指导,确保部门的正常运行。
· Endeavour to resolve all complaints during shift and logs all complaints in log book for further follow up.
全力解决客人的投诉,并负责将所有投诉进行记录和跟进解决。
· Supervise cash handling and banking procedures.
负责监督现金操作和交接程序。
· Prepare daily banking and cash flow reports.
填写部门营业收入报表。
· Establish and instruct talent in cash security procedures.
建立和指导人才正确处理现金程序。
· Deal with irregular payments.
处理非日常的付款。
· Supervise the maintenance of service equipment.
监管和维护服务设备。
· Monitor standards of guest facilities and services.
监督客人设施和服务标准。
· Control stock and monitor security procedures.
控制库存和进行安全监督。
· Assist with menu and wine list creation.
协助开发新菜单和酒水单。
· Supervise functions.
监督和管理所有餐饮活动。
· Supervise outlet service.
监督和管理部门服务标准。
Deliver Food and Beverage service of high standard and in accordance with departmental standards and procedures
按照部门的规范和程序提供高标准的餐饮服务。
Develop departmental standards and procedures to promote salesmanship, beverage creativity and profit
为销售,饮品创新和利润制定部门的规范和程序。
Communicates to his/her superior any difficulties, guest comments and other relevant information
与上级领导交流有关疑难,客人意见和其它相关信息。
Delivers daily briefings and attends other Food and Beverage meetings as scheduled
召开每日例会和参加计划好的餐饮部会议。
Delivers prepared training sessions in line with a departmental monthly calender
按照部们的月度活动日历提供制定的培训课程。
Prepares for service by ensuring the department’s:
确保部门的以下各项工作就绪为客人提供服务:
Grooming is impeccable and in accordance with ICHG personal presentation standards
遵守洲际酒店集团的个人仪表仪容规范著装无可挑剔
Equipment is clean
设备干净
Equipment is sorted and stored
设备分类且存放好
Glassware is polished
玻璃器皿擦亮
Requirements for special occasions are ready
特别活动的要求准备就绪
Music is on
放音乐
Lighting is on
开灯
Outlet is ready for service and guest comfort
酒吧准备就绪为客人提供舒适的服务。
Carries out effective service by ensuring all staff are aware of their role in:
确保所有员工了解自己的职责高效的提供服务:
Greeting and seating guests
迎宾并安排客人就坐
Explaining and up-selling daily beverage specials
说明并推销每日的特价饮料
Processing food orders accurately
准确的下食品单
Using trays and tray jacks effectively
有效的利用托盘和托盘架
Quickly taking food and beverage orders
快速的为客人写餐饮订单
Ensuring payment methods are handled accurately
确保准确的处理付款方式
Ensuring working areas are cleaned and re-set quickly
确保工作区快速的清洁和重新摆放整齐
Ensuring the bar is clean
确保吧台干净
Regularly cleaning ashtrays
定时清理烟灰缸
Conversing with Guests in relation to the food and beverage products
与客人交谈有关的餐饮产品
Carries out effective beverage service by ensuring:
通过确保以下内容高效的提供饮品服务:
Beverages are up-sold and regularly replenished, abiding by responsible alcohol service regulations
遵守酒精饮料服务归定,推销饮料并定时为客人续酒。
Converse with Guests about wine, advising the types and styles of wine, taking wine orders and serving wine
与客人谈论葡萄酒,建意葡萄酒的品种和风格,写单和为客人送酒
Promoting and selling cocktails to guests
向客人推销鸡尾酒
Making and presenting cocktails
调配和装饰鸡尾酒
Coffee and tea is served hot and in accordance with standard
按规范提供热的咖啡和茶
Patron care standards are adhered to by ensuring:
通过确保以下方面遵守宾客服务规范:
Guests are advised on alcoholic beverages
给予客人有关酒精饮料的建议
The strengths of alcohol is advised and guests are advised as to their effect
告知客人酒精强度,并告诉客人对他们的影响。
Compliance with legal provisions of local liquor codes
遵守法律规定和地方酒精饮品条例
Level of intoxication of guests is assessed and appropriate action taken
评定客人的醉酒程度并采取必要的措施
Advise guest on the hotel’s policy of smoking
通知客人酒店的吸烟规定
Monitor factors which interfere with the total experience of the guest
监测影响客人总体体验的各方面工作
Cellar operations are carried out including:
酒窖管理包括:
Correct use of refrigeration system
正确的使用冰箱系统
Effective operation of the post-mix syrups bulk dispense system
有效的使用后混合桶装糖浆分装设备
Operating the beer reticulation system
使用啤酒过滤裝置
Adhering to stock control procedures
遵循存货管理程序
Take appropriate action to resolve guest complaints
正确处理客人的投诉。
Requisition bar items according to bar stocks
根据酒吧存货量领取酒吧物品。
Train bar attendant, wait help and bus help in basic beverage knowledge and beverage service
为酒吧侍应生提供基本的饮料知识和饮料服务的培训。
Complete spillage report and submit to Food and Beverage manager at the Conclusion of each shift
填写洒酒单并在每班结束后交给餐饮经理。
Assist the Food and Beverage Manager to source and review outlet musicians
协助餐饮经理寻找和审评音乐师。
Assist to promote the musicians
协助乐师的推广工作。
Design promotional material which is aimed at increasing revenue, covers and profit for the Bar with the approval of the Food and Beverage Manager
设计以增加收入,人数和利润为目的的酒吧宣传材料,然后由餐饮经理审批。
Works with Superior on manpower planning and management needs
和上级领导一起进行人力规划和管理需求。
Works with Superior in the preparation and management of the Department’s budget
和上级领导一起编制和管理部门预算。