中西餐厅领班/服务员Restaurant Captain/Waiter / Waitress

1. 在整个工作过程中，始终保持高度的客户服务意识。
To maintain a high customer service focus by approaching your job with the customers always in mind.
2.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。
To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
3.能够提出对酒店的运作及环境有益的意见或建议。
To contribute ideas and suggestions to enhance operational/environmental procedures in the Hotel.
4. 能够积极的向客人及供应商推荐酒店的服务及设施。
To actively promote the service and facilities of the Hilton Hotels to guests and suppliers of the hotel.
5.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。
To perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
6. 熟悉掌握菜单及饮料单上的内容，并可以详细的给客人做出解释。
Confidently knowing the food and beverage menu contents and be able to explain them in detail to guests. Understand dietary requirements and offer appropriate suggestions.
7. 了解健康食品的要求，并可以给出适当的建议。
Understand dietary requirements and offer appropriate suggestions.
8.与经理商讨，并做到如何提高对客服务意识，达成一致标准并采取相应的行动。
In consultation with the Manager, agreeing and implementing actions to make improvements to customer service.
9.能够达到产品知识的要求。
By completing checklist in product knowledge.
10.了解其他餐厅的菜肴，以便向客人推荐。
Be able to make suggestions on the menu that might suit guests of different nationalities.
11.熟悉所有餐厅及酒店其他部门的营业时间。
Confidently knowing opening hours of all restaurants & Hotel outlets.
12.可以向客人推荐其它具有吸引力的餐厅或场所。
Being able to recommend other restaurants & city attractions to Hotel guests.
13. 在工作中随时检查员工的产品知识。
To actively check team member product knowledge on each shift.
14. 遵守服务程序，保证餐厅的各个区域都符合早餐、午餐及晚餐的服务标准。其中包括收银台的准备工作，及和厨师交流，餐厅预定的详细情况。
Undertake steps/process to ensure that all areas of the restaurant are set are set to the standards required for breakfast, lunch and dinner. This also includes checking the cashier desk set-up& communicating with the Chefs about any details for the shift including how many reservations for the day.
15.检查餐厅当天预定，保证员工能够按照预定准备及正确摆台，做好相应的准备，并能致电确认预定。
Check reservations for the day, ensuring that the restaurant & team member have tables ready and large bookings have been confirmed by phone.
16.在必要的时候协助酒吧及厨房的同事，并完成经理交代的任务。
By assisting bartenders & kitchen team member where required and carry out any reasonable duties requested by the Manager.
17.确保所有员工提前了解换班的详细安排。
By ensuring all team member is briefed for the details of the shift ahead.
18.完成账单检查表以准备餐厅服务。
By completing checklist on preparing the restaurant for service.
19.微笑服务，协助顾客就座、挂外套及背包等，并做自我介绍。
Greet guests with a smile, offer assistance with coats, bags etc., and introduce yourself.
20.保证客人都被引领入座并询问他们喜欢吸烟区或非吸烟区。
Ensure all guests are escorted to a table, asked if they would prefer smoking or non smoking.
21.满足客人的各项要求，如不能立即回答客人的问题请与经理联系。
Follow up any guest questions or queries immediately and if you don’t know the answer, check with your Manager.
22.确保所有服务都符合标准。
Ensure all service procedures are carried out to the standards required.
23.确保所有区域与开始用餐时一样整洁。
Make sure all areas are cleaned and maintained in accordance with operating procedure.
24.在生意变化的基础上调整员工排班，做任何变化要确保餐饮部服务质量及预算。
To supervise the restaurant roster on a daily basis and ensure it is in line with the changing business levels. Make any changes in order to achieve the F&B Team service standards and budget goals.
25.控制每个人员的分配，以确保顾客的期望得到满足而达到预期的人员成本。
Control the allocated labor for each shift to ensure that customer expectations are met whilst achieving the desired labor cost
26.协助餐厅经理进行就职培训，及在职培训。
Assist the restaurant managers with training all team member for ‘induction training’ and ‘on the job training’.
27.为提高员工的工作技能及自信心，在每个班次的工作之后总结他们的工作表现。
Offer team member constructive feedback about their performance after every shift in an aim to develop their skills and confidence.
28.通过体现自身的专业素质，为餐厅的其他员工树立良好榜样。
Provide leadership and direction for all team member while on duty by offering professional skills and leading by example.
29.确保每个班次的回顾，交接班及例会的召开。
Ensuring the shift is reviewed and hand-over and briefings are carried out.
30.如有必要，该部门有权更改或补充该职位描述。如有必要，该部门有权更改或补充该职位描述。可以根据客人不同的国籍推荐菜单上的食品。
The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.