Hostess 西餐厅咨客员

The F&BHostess’s main function is to promote andensure guest satisfaction achieved through her ability to develop and maintaina strong team environment, placing emphasis on colleague satisfaction anddelivery of prompt, courteous service. Perform from an impeccable reservationsystem followed by guest satisfaction checks and maintaining data base systemfor the Area she is in charge for.
餐饮部咨客的主要职能是提升和确保客户满意度，通过他/她的能力来建立和维护一个强大的团队，重视提升同事的满意度，提供积极、礼貌的服务。操作能使顾客满意的完美的预定系统，并且能够维护其所在区域的数据库系统。
PRINCIPAL RESPONSIBILITIES 主要职责
To ensure the three steps of service are adhered to at all times 确保服务的三个步骤贯彻始终。
· To ensure awarm and sincere greetings at all times and use the guest name if known and using The Langham language when interacting with the guest
在任何时候，确保温暖而真诚的问候，称呼客人的姓名如果知道的话，并且与顾客交流时使用标准的朗廷用语。
· Anticipateguest’s needs and comply with guest requests
预期客人的需求，并且尽量满足客人的要求。
· LHI standardgreeting conduct in using the 10/5 rule at all times
始终遵循朗廷酒店10/5规定来迎接客人。
· Colleague tofollow “5 step rule” with the guest offering direction with a open armgesture walking towards the destination the guest is looking for, no pointingfinger at any time
在为客人指引方向的时候，应遵循“五步”规定即陪同客人向目的地方向至少步行五步，同时伸出手臂指引方向。绝不使用手指指示方向。
· To seatguests in a manner that every guest will receive the fastest and most courteousservice at all times.
以是客人始终能得到快速而有礼貌的服务为准则来安排客人入座。
· To deliverservice with Poise self-confidence, well balanced, sincere and diplomatic.Service with eloquence and discretion, gracious, professional. Using acourteous approach, impeccable sense of hospitality with a display of friendlyenthusiasm that will continue all through the restaurant during the entire mealperiod from receiving the guest to walking them out of the restaurant.
从客人进入餐厅直到他们离开的整个用餐过程中，始终传递沉稳自信、平衡、真诚并且有社交技巧的服务，让客人感觉心悦诚服、严谨、亲切，非常敬业。使用礼貌的方法，以及对服务业完美的触觉展示自身热情友好的一面。
· To superviseand control seating in the restaurant and ensure that guests are seated asguest preference first also distributing them so no server is overloaded withguests at any given time, and in order to seat guests in a manner that is fairto all the servers.
监督控制餐厅内餐位数量的安排情况，确保尽量以客人的喜好安排座位，避免造成因客人较多员工较少，同时也要注意安排座位时要对所有的服务人员公平。
· Activelysupport the TQM Total Quality Management.
积极支持全面质量管理系统。
· Managecomment cards by category and share information in a systematic manner in orderto improve
按类别管理反馈表，并能系统化地分享信息，从而做出改善。
· Assist inworking toward positive financial results.
积极协助上级，完成良好的收益。
· Assist inensuring that scheduling functions are performed accurately and on a timelybasis.
协助确保每个工作职能能够及时和准确的发挥。
· Assist inmaintaining a highly motivated and well-trained working team.
协助上级维护一个具有高度热情和训练有素的工作团队。
Operations营运
· Follow opening & closing checklist thoroughly.
完全遵循开档及收档的检查表。
· Maintain guest flow charts to track number of guests to each station andin order to track volume per hour.
运用客人流量观测表来观测每小时餐厅各个区域的客流量。
· Initiate aggressive guest interaction through seeking and solicitingfeedback from guests.
与客人进行积极的互动和交流，征求他/她们的反馈意见从而提高服务质量。
· Train, maintain and enforce all Langham service standards in the outlet.
在餐厅中培训、维持和执行所有朗廷酒店的服务标准。
· Handle daily colleague relations (i.e. scheduling, time adjustments).
处理日常同事的协作关系。（例如，班次调整）
· Maintain a safe & sanitary work environment for all colleague &guests.
为所有的同事和客人，建立一个安全及卫生的工作环境。
· Operate with accuracy and manage the table reservation system in amanner that allows maximum capacity at all times and maximization of covers inpick hours in developing a very detailed strategy
精确操作和运用餐桌预定系统，始终保持最大的座位容量。建立一个具体的策略来应对繁忙时段，使上座率最大化。
· Find solutions for problems such as call outs, last minute bookings, orany other daily problems that may arise.
找到解决问题的方法。如电话服务，最后一分钟的预定，或其他每天可能发生的问题
· Be on the floor during the shift and assist servers to ensure guests aresatisfied.
在上班时间确保自己在餐厅的岗位上，并协助服务员使客人满意。
· Ensure all side work is done on a daily basis.
确保每天基本的工作都完成。
· Maintain proper colleague uniform standards.
保持同事制服达到标准。
· Manage an effective data base program on daily basis.
建立一个有效的日数据库程序。
Perform any duties assigned by the Managementdeemed necessary.
执行任何管理层委派的工作。
REQUIREMENTS 职位要求
Education 教育学历
· Minimum VocationalSchool
毕业于专业学校。
Experience 经验
· Minimum 3 yearsrestaurant operations experience, at least 1 year F&B Guest Relationexperience.
三年餐厅工作经验和至少有一年以上的从事餐饮部客户关系的经验。
Job Skill / Knowledge 工作技能 / 知识
· Demonstratedleadership qualities.
能体现领导者的素质。
· Demonstrated goodtechnical knowledge of restaurant operations.
具备优秀的专业的餐厅运营知识。
· Demonstrated stronghospitality and communication skills.
有较好的服务精神和沟通技巧。
· Demonstrated strongwork ethic.
有较强的敬业精神。
· Demonstrated greathospitality skills and sensitivity to guest needs.
良好的服务待客技巧和能够敏感地预知客人的需求。
· Demonstrated a goodunderstanding of food production.
对食物产品知识的充分了解。
Computer Knowledge 电脑知识
· Knowledge of MS office software
能够使用日常的办公室软件。
Language Proficiency 语言能力
· Demonstratedexcellent communication skills in English and Mandarin.
具备优秀的英语和普通话表达能力。