Waiter/Waitress/餐厅服务员

概述：
无论在餐厅或是酒吧为客人提供五星级的殷勤好客餐饮服务，最大限度的令客人满意。每位员工都会通过一线水准服务证书，娴熟的专业水准为客人提供出色的餐饮服务，确保客人满意。营造健康的工作环境并融入其中。
Overview:
To ensure guest satisfaction by providing excellent food and beverage service, in a friendly, competent and professional manner, maximizing guest’s experience. Promoting a fun work environment and being a team player.
 
主要工作职责:
以友好、娴熟的专业水准为客人提供出色的餐饮服务,最大限度的令客人满意
 
1.    餐饮部
1.1. 准备餐厅服务
•     清洁餐厅设施
•     分类及储存餐厅设备
•     处理玻璃器皿
•     处理刀、叉、匙等餐具
•     处理瓷器餐具
•     准备备餐台
•     提供自助餐服务
•     准备服务设备和材料
•     准备桌子
•     接收和记录预订
1.2. 提供餐厅服务
•     在工作区域确保制服整洁、大方
•     提供彬彬有礼的专业餐饮服务
•     熟悉饭店内服务设施，包括其他餐厅、酒吧及宴会厅房的名称
•     向客人问候并安排为其安排座位
•     接收餐饮定单
•     传递餐饮定单
•     根据食品的选择调整餐具和玻璃器皿的搭配
•     提供食品服务并打扫剩余食品
•     清洁客人弄脏的地方
•     清洁桌子
•     作好最后结算工作
•     重新收拾布置桌子
•     协助关闭餐厅
1.3. 菜单、酒水知识
•     熟悉餐饮资识和餐厅菜单。
•     了解并熟知所有食品服务的标准和程序
•     熟悉酒水知识
•     酒水服务知识
1.4. 为厨房菜单提供建议
•     与客人讨论菜单并为他们的选择提供建议
•     给客人提供菜单项目的建议
•     为客人的特殊需求做出安排
•     预期客人的特殊需求
•     与厨房协作
 
1.5. 使用银餐具开展服务
•     在服务时运用银餐具服务技巧
1.6. 开展酒吧服务
•     准备酒吧服务
•     为客人建议并销售饮料
•     接收饮料定单
•     准备并为客人提供饮料
•     使用托盘
•     处理现金
•     准备并使用咖啡机
•     打扫并清洁桌子
•     清洁酒吧设施
•     关闭酒吧
1.7. 提供酒水服务
•     与客人讨论酒水
•     解释酒水的类型和特色
•     熟知酒水的产地
•     为客人选择酒水提供建议
•     接收酒水定单
•     服务酒水
1.8. 准备并服务鸡尾酒
•     促销并为客人销售鸡尾酒
1.9. 关照常客
•     为客人建议酒精饮料
•     确认酒精饮料的浓度
•     提醒客人酒精饮料的影响
•     遵守地区关于酒精的规定
•     估计客人的酒量并采取合适的行动
•     帮助客人不过量饮酒
•     监督影响客人的所有不利因素
•     提醒客人酒店的关于吸烟的政策
1.10.      协助开展地窖冷藏工作
•     使用冷藏系统
•     实施散装糖浆分发系统
•     实施网状啤酒系统
•     实施散装酒分发系统
•     坚持存货控制程序
•     定购存货并处理定单
1.11.      协助开展展示服务（酒吧）
•     布置开放式吧台
•     在开放式吧台准备并服务饮料
•     展示开放式吧台
•     清洁并准备开放式吧台
•     使客人参与饮料的准备
•     开展一系列的特色服务
1.12.      为特殊仪式做准备
•     设计特殊仪式服务的房间/布置
1.13.      开展房内用膳服务
•     接收定单
•     处理定单
•     布置托盘和餐车
•     递送并放置托盘和餐车
•     提供食品和饮料服务
•     每日结帐
1.14.      餐饮存货
•     接收并核查餐饮存货
•     根据酒店程序储存存货
•     维护存储区域
 
2.    对客服务/销售
2.1. 对客服务/关系
•     根据标准与程序完成任务
•     向客人传递高水平服务
•     确保客人的需求和合理要求被满足
•     不断寻找机会发展对客服务
•     建立并维持有效的对客关系
•     尽力记住客人的姓名并以姓氏称呼
•     以职业化的形象和态度实施有效的和合适的对客影响
•     以能够促进友好、信任和满意的态度与客人交流
•     采取合适的行动解决客人的抱怨
2.2. 销售及促销产品和服务
•     维持对产品与服务的高度了解以便于向客人解释和销售服务与实施
 
3.    培训
•     参加酒店的各种培训
•     接受部门培训
 
4.    电脑
4.1. 餐饮电脑系统
•     掌握并使用餐饮电脑系统
 
5.    安全/清洁/养护
5.1. 维持一个安全可靠的工作环境
•     强调保养职责，遵守工作区健康和安全法规、政策和程序
•     采取行动排除危险，向上级或经理报告危险隐患
•     坚持酒店安全制度、紧急情况处理规定和程序
•     熟悉对财产安全、紧急救护和火警等处理程序
•     依照酒店要求记录安全日志和事故记录
5.2. 清洁/养护工作
•     坚持酒店的清洁和养护
•     保持维护所在工作区域的高度整洁
 
6.    沟通/日常工作
6.1. 维持和实施有效的人际交流技巧
•     随时表现出职业态度和行为
•     以不断提高的标准分析、衡量、改善你的个人表现
6.2. 质量体系
•     实施酒店质量保障原则
6.3. 遵守酒店和公司的所有工作指南
6.4. 沟通
•     以职业的、肯定的方式与部门和酒店员工建立起亲密关系以促进团队精神和有效的双向交流
•     与具不同文化背景的客人和同事有效沟通
•     在团队内有效工作
6.5. 其它任务
•     完成你上级交待的其它任务
Core Responsibilities:
To ensure guest satisfaction by providing excellent food and beverage service, in a friendly, competent and professional manner. Promoting a fun work environment and being a team player
 
1.    Food & Beverage Department
1.1. Prepare an Venue for Service
•     Clean venue equipment
•     Sort and store venue equipment
•     Handle glassware for service / flatware for service and china for service
•     Prepare waiter stations
•     Prepare for buffet service
•     Prepare service equipment and materials
•     Prepare tables
•     Take and record reservations
1.2. Carry Out Venue Service
•     Wear appropriate uniforms for the area, as supplied by the hotel.
•     Serve Food & Beverage in a friendly and professional manner.
•     Greet and seat guest
•     Remember guest’s names and address them by their surname.
•     Take food orders
•     Process food orders immediately
•     Adjust cutlery and glassware to suite meal choice
•     Serve and clear food
•     Rectify spillage
•     Clear tables
•     Present and finalise accounts
•     Relay tables
•     Assist in closing down the venue
1.3. Menu and beverage Knowledge
•     Good command food product and menu knowledge.
•     Total knowledge & understanding of Food Service Standard & Procedure.
•     Good beverage knowledge
•     Good knowledge of Well know the beverage service
1.4. Provide Advice on Menu Items
•     Discuss menu items and advise guests on menu selection
•     Advise guests on menu items
•     Make arrangements for guests with special needs
•     Anticipate special needs of guests
•     Coordinate with the kitchen
1.5. Carry Out Silver Service
•     Use silver service techniques to serve meals where needed
1.6. Carry Out Bar Operations
•     Prepare the bar for service
•     Recommend and sell drinks to guests
•     Take drink orders
•     Prepare and serve drink orders
•     Use trays
•     Handle cash
•     Prepare and use coffee making machine
•     Clear and clean tables
•     Clean bar equipment
•     Close down the bar
1.7. Serve Wine
•     Converse with guests about wine
•     Explain the types and styles of wine
•     Identify the wine regions
•     Advise guests on their wine choice
•     Take wine orders
•     Advise guests on wine
1.8. Prepare and Serve Cocktails
•     Promote and sell cocktails to guests
1.9. Patron Care
•     Advise guests on alcoholic beverages
•     Identify the strengths of alcoholic beverages
•     Advise guests on the effects of alcoholic beverages
•     Comply with legal Provisions of State Liquor Act
•     Assess level of intoxication of guest and take suitable action
•     Assist guests to drink within appropriate limits
•     Monitor factors which interfere with the total experience of guests
•     Advise guest on the Hotel’s policy on smoking
1.10.      Assist in Cellar Operations
•     Use refrigeration system
•     Operate the post-mix syrups bulk dispensing system
•     Operate the beer reticulation systems
•     Operate the spirit and wine bulk dispensing system
•     Adhere to stock control procedures
•     Order stock and process orders
1.11.      Assist in Bar Service (Bar)
•     Set up the open bar
•     Prepare and serve beverages from the open bar
•     Display the open bar
•     Clean and prepare open bar
•     Involve guests in preparation of beverages
•     Perform a range of serve styles
1.12.      Prepare for Functions and Service
•     Prepare room/ stations layout for function service
1.13.      Carry Out Room Service
•     Take orders
•     Place orders
•     Setup trays and trolleys
•     Deliver and position trays and trolleys
•     Serve meals and beverages
•     Present the account
1.14.      Food & Beverage Stock
•     Receive and check food & beverage stock
•     Store stock according to hotel procedures
•     Maintain storage area
 
2.    Guest Service/Sales
2.1. Guest Service/ Relations
•     Complete the task according to the standard & procedure
•     Deliver high quality service to guests
•     Ensure guest needs and reasonable requests are met
•     Seek opportunities to continually improve guest service
•     Establish and maintain effective guest relations
•     Endeavor to remember guest’s names and address them by their surname.
•     Demonstrate effective and appropriate interaction with guests whilst maintaining a professional approach and image
•     Communication with guests in a manner which promotes goodwill, trust and satisfaction
•     Take appropriate action to resolve guest complaints
2.2. Sell and Promote Products and Services
•     Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
 
3.    Training
•     Attend all kinds of hotel training
•     Attend the department training
 
4.    Computing
4.1. Food & beverage Computer Programs
•     Access and use Food & Beverage computer programs
 
5.    Safety/Cleaning/Maintenance
5.1. Maintain a safe and Secure Working environment
•     Be aware of duty of care, and adhere to occupational health and safety legislation, policies and procedures
•     Initiate action to correct a hazardous situation and notify supervisors/ managers of potential danger
•     Adhere to the hotel’s security and emergency policies and procedures
•     Be familiar with property safety, current first aid and fire emergency procedures
•     Log security incidents and accidents in accordance with hotel requirements
5.2. Cleaning/Maintenance Programs
•     Adhere to hotel cleaning and maintenance programs
•     Ensure a high level of cleaning is maintained in your work area
 
6.    Communication/General
6.1. Maintain and Implement Effective Interpersonal Skills
•     Demonstrate professional attitude and behavior at all times
•     Analyze, evaluate and improve your personal performance on a continual basis
6.2. Quality Systems
•     Apply hotel quality assurance principles
6.3. Comply with all Hotel and Corporate Guidelines
6.4. Communication
•     Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two-way communication
•     Deal effectively with guests and workplace colleagues from a variety of cultures
•     Work effectively in a team
6.5. Other Tasks
•     Carry out other tasks as directed by your supervisors