餐厅服务员Restaurant waiter (waitress)

JOB SCOPE: 工作范围
· The incumbent in this position is responsible for serving food and beverage in their assigned section in order to provide a dining experience that meets or exceeds guest’s expectations whilst adhering to service standards.
该岗位负责在分派的位置提供上菜和酒水的服务，按照服务标准为客人提供超出期望的用餐体验
1. KEY RESPONSIBILITIES 主要职责
· Under the direction of the Restaurant Manager or Supervisor, delivers exceptional customer focused service through adherence to the hotel Policies and Procedures. Deliver Food and Beverage service of high standard and in accordance with departmental standards and procedures.
在餐厅经理或主管的领导和酒店既定的政策和程序之下，为客人提供无可挑剔的以客户为中心服务。根据部门的标准和程序，提供高品质的餐饮服务。
2. ESSENTIAL DUTIES AND RESPONSIBILITIES – (Key Activities of the role)
本职工作﹣(职务的主要工作)
· Greets guest at the table promptly after their arrival and informs them of specials and promotional menu
客人到达后在桌旁致以问候，向其介绍特色菜单和促销菜单
· Makes suggestions and answers questions regarding food, beverages and service at the guest’s table.
在客人桌旁就食品、饮品和服务提出建议并回答问题
· Takes food and beverage orders from guests (either written or memorized) and relays the order to kitchen staff and main-service bar as appropriate.
为客人所点的食品和饮品下单（笔记或心记）并将点菜信息正确传递给厨房和吧台
· Processes guests’ orders in a timely manner whilst verifying that all items are prepared according to guests’ requests and standards.
及时处理客人的点单，核查准备的菜品符合客人的要求和标准
· Keeps a discreet eye on the guests to ensure they are satisfied with the food and service
关注客人是否对菜品和服务满意
· To respond to any additional requests and to determine when the course / meal has been completed.
回应其他要求，注意菜品是否用完
· Presents the bill to the guests according to the outlet standards.
根据餐厅标准向客人出具账单
· Upon acceptance of payment, refers bills and payment to the cashier for closing. Returns the copy of the closed bill, credit card slip or change to the guests, as appropriate.
接受付款后，将账单和付款转给收银员结账。将结账凭证、信用卡单或零钱返给客人，不出差错
· Sets up tables for each course according to the outlet standards.
按照餐厅标准摆台
· During the meal, after each course, removes dirty dishes from table. After the meal, cleans and resets the table according to the outlet standard.
用餐期间每道菜用完后将餐盘撤掉。餐后清洁桌子并按餐厅标准重新摆台。
· During lower occupancy of the outlet, assists with stocking the work stations and the main service bar with beverages, polishing cutlery and glasses as well as folding napkins.
在餐厅不忙的时段进行补充工作台物品和吧台的酒水，擦亮餐具和杯具，折餐巾等工作
· Keeps abreast of the food and beverage promotions, new menu items, daily specials, and other relevant information for guests.
为客人更新食品酒水促销、新菜品、当日特色菜和其他相关信息
· Should pass reservations of 8 or more people directly to the Restaurant Manager or Assistant Restaurant Manager with having taken already all concerning details as of address, telephone number, preferred seating, etc.
将8人以上的预定连同需关注的地址、电话号、首选座位等信息告知餐厅经理或副经理
· Responsible for updating his/her knowledge about the hotel facilities as well as menu or operational changes in other outlets.
负责更新酒店设施、菜单和其他营业点运作变更的信息
· To carry out any other reasonable duties and responsibilities as assigned.
完成其他分派的合理任务和职责
3. KEY COMPETENCIES主要能力
MANAGEMENT / LEADERSHIP 管理能力
• Planning and organizational skills 计划和组织能力
• Building teamwork团队建设
• Motivating & Developing others激励和发展员工
• Problem solving & Decision making决策解决
• Conflict management 冲突管理
• Establishing Focus 建立重点
• Information Management 信息管理
TASK ACHIEVEMENT 任务完成能力
• Adaptability/ Flexibility 灵活性
• Initiative主动性
• Innovation 创新能力
• Managing Performance 业绩管理
• Result oriented 结果导向
• Concern for quality 注重品质
RELATIONSHIP 人际关系
• Customer service orientation 宾客服务导向
• Cross cultural sensitivity 文化包容
• Team work/.Cooperation 团队合作
• Interpersonal skills 人际关系
PERSONALITY TRAITS 个性特点
• Self-development 自我发展
• Very good communication skills 非常好的沟通技巧
• Hands-On person 亲自实践型
• Creativity 有创意
• Integrity 正直诚实
• Stress Management 压力管理
OTHER SKILLS其他技能
• Fluency in Chinese 中文流利
• Fluency in English英语流利
• Fluency in another language is a plus 熟练第二门语言
• Proficiency in Microsoft Office software: Word and Excel 熟练运用微软办公软件如Word和Excel