西餐厅服务领班

JOB OVERVIEW职位概述
• To provide an appropriate welcome at Restaurants for guests and potential guests, maximizing their dining experience using technical and individual social skills.
在餐厅适当的欢迎宾客和有可能的宾客，使用技能和个人的社交技巧使客人获得最好的体验。
• Handles the billing and receiving of payments in all outlets in a timely, accurate and profession manner which ensures guest satisfaction and minimizes losses to the hotel. Assists the food and beverage team with food and beverage preparation, service and clearing and cleaning in peak times.
及时、准确和专业的处理所有餐厅的账单和收款，确保客人的满意度和将酒店的损失降到最低，在餐厅的高峰期协助餐饮队伍的餐饮准备，服务和清理清洁工作。
• Handle restaurant and room service orders via phone from guests,ensure orders are accurately posted to the appropriate guest account.
通过电话处理餐厅和客房送餐的客人订单，确保订单准确的挂到正确的客人的帐户上。
• Adhere to local regulations concerning health, safety, or other compliance requirements, as well as brand standards and local policies and procedures.
遵守当地的卫生和安全法规，或其它适用的规定，以及品牌规范和当地的规章制度。
At Holiday Inn we want our guests to relax and be themselves which means we need you to:
• Be you by being natural, professional and personable in the way you are with people
• Get ready by taking notice and using your knowledge so that you are prepared for anything
• Show you care by being thoughtful in the way you welcome and connect with guests
• Take action by showing initiative, taking ownership and going the extra mile
在假日酒店®，我们希望宾客能尽情放松、做回自己，这意味着我们的团队成员要做到：
• 展现真我：在与他人接触时真实自然、形象专业、积极乐观
• 时刻准备：注意观察周围的事物，运用自己的知识，做好应对任何事情的准备
• 体现关爱：对宾客关切周到、热诚欢迎并与他们心意相通
• 积极行动：积极主动、尽职尽责并且要多做一步
DUTIES AND RESPONSIBILITIES工作职责
• Meet and greet all guests, and potential guests, at the front of the Restaurant by ensuring the following:
在餐厅的前部迎接所有宾客和有可能的宾客，确保完成以下工作：
• Ensure the restaurant is ready to receive guests prior to opening and that both wait staff and tables are ready in line with opening standards
确保在开始营业前餐厅准备就绪，侍应生和餐桌服务员都遵守开始营业规范。
• Ensure restaurant operating equipment is clean and in working order
确保餐厅运营设备的清洁并正常工作。
• Maintaining impeccable uniform and personal presentation standards in accordance with hotel policy
按照酒店的规定保持工服和个人仪表的高标准。
• Welcoming guests to the Restaurant, by using the Restaurant name
迎客人光临餐厅，使用餐厅的名称。
• Inquiring if they have a reservation and noting it in the reservation book if they do
询问客人是否有预订，如有预定在预订册上做记录。
• Creating a reservation for them with their dining preferences if they do not and noting it in the reservation book
为客人登记预订并注有用餐喜好，如客人没有预订则在预订册上记录。
• Being attentive to guest requests
周到的满足客人要求。
• Escort guests to their preferred table or reserved table and seat guests according to restaurant standards
陪同客人前往喜欢的餐台或预订的餐台，按餐厅标准安排客人就坐。
• Take telephone bookings and document in the Reservation book according to restaurant standards
接听电话订位并按餐厅的规范在预订冊上记录。
• Train wait staff and bus staff in hostess standards
按领位员的标准培训员工。
• Be attentive to guests and resolve their complaints where possible, reporting all incidents to your Supervisor
周到的为客人服务，并尽可能解决客人的投诉，向上级领到报告所有事件。
• Maintain responsibility of cleanliness of hostess stations
保持迎宾台的清洁。
• Maintain responsibility of cleanliness of all menus and drink menus
保持所有菜单和饮料单的清洁。
• Assist with food and beverage service
协助食品和饮料的服务。
• Maintain detailed knowledge of menu, including daily specials
对菜单有具体的了解，包括每日特价。
• Ensure tables are cleared quietly and efficiently
确保迅速且高效的清理餐桌。
• Carry food and beverage trays in a safe manner to minimize breakages
安全的举餐盘使破损将到最低。
• Maintain current information on all general activities of the hotel
了解当前酒店所有的活动。
• Professionally handle enquiries billing and payment of bills in compliancy with the hotel’s established policies and procedures
按照酒店的规章制度专业的处理询问，结账和付款。
• Ensure that sufficient stocks of checks, printed materials, small denotation are available at all times in the outlet
确保餐厅随时储备足够的账单，印刷品，小的标志。
• Ensure that all work is balanced at the end of each shift and that the total, balances with the computer’s total
确保每班结束时总账，余款和计算机的总数等所有的账目平账。
• Assisting with restaurant set up
协助餐厅的布置
• Assisting with clearing of dishes and table set up
协助清洁餐厅餐具和摆设餐台
• Answer the telephone within prescribed number of rings. Efficiently and professionally handle incoming call.
在规定的电话铃响数范围内接听电话，高效专业的处理来电。
• Articulate and repeat each order to the guest before hanging up. Use guest name and title.
在挂电话前清楚的向客人重复点单，称呼客人的姓名和职位。
• Give guest the approximate time of delivery.
告知客人大约的送餐时间。
• Correctly enter all pertinent information of an order including special items, instructions, etc.
正确输入点单的有关信息，包括特殊项目，说明等。
• Close checks to correct guest’s room account.
将帐单挂到正确的房帐上。
• Follow established script to encourage up-selling.
按制定的说明鼓励推销。
• Print reports and/or complete paperwork at the end of shift.
在下班前打印报告和完成书面工作。
• Promote teamwork and quality service through daily communication and coordination with other departments. Coordinate VIP deliveries with appropriate departments.
通过与其它部门日常的交流和协作来推动团队协作和服务质量，与其它相应部门协调贵宾的服务工作。
• May assist with other duties as assigned.
协助完成分配给的其它工作。
ACCOUNTABILITY责任范围
Number of employees supervised –
管理的员工
Direct N.A.
直接 无
Indirect N.A.
间接 无
Annual Operating Profit/Payroll Budget –
年度经营利润和薪金预算
• N.A.
无
Key Metrics –
主要绩效指标
• Completion of assigned tasks
完成分配给工作的情况
Decision Making Responsibilities (Decision Rights) –
决策职责(决策权)
• N.A.
无
QUALIFICATIONS AND REQUIREMENTS任职要求
Required Skills –
技能要求
• Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
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。
• Alcohol awareness certification and/or food service permit or valid health/food handler card as required by local government agency.
持有当地政府规定的含酒精饮品知识课程证书或食品服务许可证或有效的健康或食品上岗证。
• Able to read and write English
能够读写英语。
Qualifications –
学历
• High School or Vocational Certificate in Hotel Management, Food & Beverage, or related field.
高中或酒店管理，餐饮或相关领域的职业证书。
Experience –
经历
• 1 years related experience or an equivalent combination of education and experience.
1年相关工作经历，或与此相当的教育和相关工作经验结合的背景。