酒水经理

餐厅经理的职位是极具挑战性的工作，应遵守餐厅、本酒店及希尔顿国际酒店既定的政策原则和运作程序。
1.
To maintain a high
customer service focus by approaching your job with the customers always in
mind.
在整个工作过程中，始终保持高度的客户服务意识。
2.
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。
3.
To contribute ideas
and 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。
4.
To actively promote
the service 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。
5.
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，保证自己及其他人的安全。
6.
Creating an environment where everyone in the
department is focus on “creating that special experience” to deliver
exceptional customer service.
建立一种每个员工都关注如何能为客人创造“一次特殊经历”，提供非凡客户服务的工作环境
7.
Actively seeking verbal feedback from customers
and team member at each service period.
在服务期间积极收集客人及服务人员的反馈。
8.
Agreeing and implementing actions to make
improvements to customer service.
就如何改进对客服务采取相应的措施。
9.
Positively dealing with and learning from
customer complaints and comments with follow up and feedback to the Food and
Beverage Manager.
以积极的态度处理客人的投诉及建议，并把必要的信息反馈给餐饮部经理。
10. Making sure all
customer requests and queries are responded to promptly and effectively while
assisting on the floor during meal periods each day.
在服务时间内以积极的态度，高效、准确的定位及满足客人要求及需要。
11. Be available to
assist on duty in the Restaurant & Bars during any busy days or special
events.
当餐厅或酒吧繁忙的时候提供必要的帮助。
12. Be Pro-Active
towards guests, assisting them with any reasonable requests, and training all team
member to see these things before the guests ask.
积极主动的为客人服务，满足客人任何合理要求，并且培训员工能够预见客人的需求。
13. To ensure all
standards for Service Delivery as identified in the Guest Satisfaction Manual
and the Standard Operating and Procedures Manual are consistently delivered
throughout the department.
确保在对客服务指南，标准服务手册中的所有标准都能够在整个部门持续有效的贯彻。
14. Having detailed knowledge of all departmental Standards.
熟悉部门服务标准。
15. Being able to explain the standards to the team members and managers.
可以清楚的向其他员工解释服务标准。
16. Be able to assess team member performance against standards.
能够按照服务标准评估其他员工的工作表现。
17. Ensure that training on Departmental Standards is regularly conducted in
the outlets.
确保日常部门的培训能够按照服务标准进行。
18. Monitoring Standards through regular Standards Review checks.
通过反复检查，督导服务标准的实施工作。
19. Developing action plans to address shortfalls in Standards and
identifying shortfalls before they affect customer service.
针对工作中的不足制定计划，以避免影响对客服务质量。
20. Implementing and following though improvements identified.
针对于工作中的不足采取必要的行动。