Waiter / Waitress 餐饮服务员

SCOPE 范围
The overall scope of the job includesserving food and beverages to guests in Paulaner Brauhaus , providing a courteous, professional, efficient and flexibleservice consistent with the standards of the hotel and in line with Kempinski’sDNA values in order to encourage sales and maximize guest satisfaction.
总体工作范围包括在普拉那啤酒坊为宾客提供餐饮服务，提供符合酒店标准和凯宾斯基 DNA 价值观的礼貌、专业、高效和灵活的服务，以鼓励销售并最大限度地增加宾客收入 满意。
OVERALLOBJECTIVES 总体目标
The job of Paulaner Brauhaus Waiter / Waitress is executed satisfactorily when:
普拉那啤酒坊服务员的工作范畴应确保完成以下职责：
· All rules & regulations arestrictly adhered within the hotel including hotel’s policy on fire and safetyas well as hygiene regulations including HACCP.
严格执行酒店内部所有规章制度和法规，包括酒店消防和安全政策，以及卫生法规，包括《危害分析及关键点控制管理体系》。
· The service team is wellmanaged, having delegated the appropriate tasks to the team members.
对整体服务团队成员进行有效管理，并委派相应任务给团队成员。
· The sales are driven to the PaulanerBrauhaus fullpotential and that budget is adhered to.
根据预算，创造普拉那啤酒坊的销售潜力最大化。
· A High quality of product andservice is maintained in the outlet.
始终保持服务产品的高质量和高品质。
· The Paulaner Brauhaus is developedin an entrepreneurial manner, looking for opportunities to generate morebusiness at all times.
发扬普拉那啤酒坊的主人翁意识工作表现，寻找机会，创造企业业务生产最大化。
MAIN RESPONSIBILITIES 主要职责
Responsible to Supervisor / Captain, Assistant Manager and Restaurant Manager of Paulaner Brauhaus.
下属普拉那啤酒坊主管, 领班， 餐厅副经理及餐厅经理。
Report to duty punctually wearing the correct uniform, clean and well pressed including appropriate shoes (polished) and nametag at all times according to the hotels dress code & Kempinski grooming standards, maintaining a high standard of personal appearance and hygiene at all times.
守时，穿着正确的工服，确保工服干净，熨烫平整，包括工鞋（闪亮发光），任何当班时间佩戴名牌，根据凯宾斯基饭店仪容仪表标准，维护个人整体形象，确保个人保持良好的卫生标准。
A courteous, professional and efficient service is provided at all times.
任何时间，为客人提供礼貌，专业且高效率的服务标准。
All duties and tasks are performed as per the tasks required of Paulaner Brauhaus.
根据普拉那啤酒坊工作职责需求，完成所有相关工作任务与职责。
Be knowledgeable of all services and products offered by Paulaner Brauhaus.
熟练掌握普拉那啤酒坊要求的服务标准和产品知识。
Monitor operating supplies, equipment and reduce spoilage and wastage in Paulaner Brauhaus successfully.
监控下属普拉那啤酒坊的运营物品，设备；有效减少破损和浪费现象。
Ensure that the restaurant closing and opening procedures are carefully implemented.
确保认真执行餐厅关餐和开餐流程。
Report guest complaints immediately to Paulaner Brauhaus Supervisor and Captain, ensuring follow up is performed with the guest.
向普拉那啤酒坊主管及领班时上报客人投诉，确保跟进客户处理意见。
Understand and strictly adhere to the rules & regulations established in the hotel’s policy manual and the hotel’s policy on fire, hygiene, health & safety.
了解并严格按照酒店管理手册和酒店消防安全政策，卫生标准和健康法规执行。
Maintain a good rapport and work relation with staff in the assigned department and within the hotel.
与本部门同事和酒店其他部门同事保持良好关心。
Attend and contribute to all staff meetings, departmental trainings and hotel initiated trainings scheduled.
定期参加全体员工会议，部门培训和酒店培训。
Undertake reasonable tasks and secondary duties as assigned by the Paulaner Brauhaus Supervisor and Captain.
根据普拉那啤酒坊主管及领班分配的任务，承担合理工作任务和附加职责。
Assist in carrying out scheduled inventories of products and operating equipment in Paulaner Brauhaus.
协助做好普拉那啤酒坊的物品及运营设备的盘点工作。
Perform any other assigned reasonable duties and responsibilities as assigned.
执行合理工作安排并承担责任与义务。
Projecting at all times a positive and motivated attitude and exercise self-control.
保持积极上进的心态，并锻炼自我的控制能力。
Fully understand the concept of the Paulaner Brauhaus and being able to act as a guardian in terms of service provided, food and beverages served and the guidance of the team.
充分理解普拉那啤酒坊的服务项目，并能够知道团队所提供食品和酒水，以及服务。
Participate in restaurant daily pre shift meeting and share customer information with employees.
参加部门班前会议，与员工共同分享客户资料信息。
Welcomes the clients upon their arrival in a friendly and caring manner according to the Kempinski standards. If appropriate, offers to take care of client’s coat and hangs them in cloakroom.
依据凯宾斯基饭店的标准当客人到达餐厅时欢迎客人的到来，态度友善。
Escorts clients to a table, balancing the customer flow among the service sections, taking into account requests for a particular table or section, depending on availability.
根据餐厅客人就餐情况，合理安排客人就坐，并确认可供客人就餐的桌位。
Provides menus to the clients once seated and lets them know a waiter will soon be helping them. Informs waiter on arrival of new clients in their section and verifies that the waiter has acknowledged the clients.
当客人就坐后为客人提供餐单，并告知客人服务员马上就来为您服务。告知当区服务员就坐客人桌位，开始为客人服务。
Answers phone calls from the Host / Hostess desk according to the Kempinski standards.
根据凯宾斯基饭店服务标准，在领位台负责接听电话。
Answers all client questions / requests in a friendly and caring manner, takes appropriate actions or if needed, refers the matters to the relevant persons to handle. It may be providing information taking a reservation handling a complaint etc.
在接听电话时，友善并热情地回答客人提出的问题，如果需要做出相应的抉择，或安排相关人员解决客人需求。接听预定和投诉也是领位的工作之一。
Keeps abreast of items on outlet menu, special promotions and hotel product knowledge.
确保为客人提供最新的餐饮信息，新品推出，每日特选和其它相关信息。
Assists with the duties of waiters as needed such as taking the beverage order, serving a food or beverage item, resetting a table, replacing chairs, in order to maintain service effectiveness and efficiency.
如有需要，协助服务员的工作，例如为客人点酒水，服务酒水和食品，摆台，整理桌椅以确保为客人提供便捷有效的服务。
Verifies that all menus are in good condition, clean and tidy, if not, takes appropriate actions. Maintains the neatness of his/her working area at all time.
确保所有的菜单干净，整洁无破损，如有破损的情况立即订购或维修。保持工作区域的干净整洁。
Collects business cards and guest comments cards. Keeps record of clients’ needs to ensure they are met during their next visit.
收集客人的名牌和客户信息。详细记录客人信息，确保客人再次光临时的服务符合客人标准。
Greets guest at the table promptly after their arrival and informs them of specials and promotional menu, makes suggestions and answers questions regarding food, beverages and service.
在客人到达餐厅落座之后，向客人问好，并向客人热情地推荐当日的特色菜品和推荐菜品，做好推销工作并回答客人关于食品及酒水所提出的问题，做好对客服务工作。
Takes food and beverage orders from guests (either written or memorized) and relays the order to kitchen staff and bartender as appropriate.
为客人点酒水（记录在点菜单上），并及时把点菜单送至厨房员工和酒吧员工进行准备。
To conscientiously implement energy conservation, emission reduction, and green environmental protection projects, employees should proactively and politely remind guests to order in appropriate amounts and reduce waste in accordance with the standards and consumption concepts of the CD-ROM Action.
认真贯彻与执行节能减排，绿色环保工程，员工应该根据光盘行动的标准及消费理念，主动并礼貌地提醒客人适量点餐，减少浪费。
Processes guests’ orders in a timely manner whilst verifying that all items are prepared according to guests’ requests and standards, offering a friendly and caring service at all time.
确保客人的点单及时有效的送至相关人员进行制作，并确认所有的菜品及酒水按照客人的要求为客人做好准备。随时随刻为客人提供友善的服务。
Keeps a discreet eye on the guests to ensure they are satisfied with the food and service, anticipates and responds to any additional requests and to determine when the course/meal has been completed.
时刻关注客人的需求，保持与客人的眼神交流。确保客人在用餐过程中，对我们的食品和服务满意，预测和回应客人所提出的其它问题并作出决定。
Presents the check to the guests according to the outlet standards. Upon acceptance of payment, refers checks and closed check, credit card slip or change to the guests, as appropriate.
根据餐厅标准为客人提供账单，在客人支付账单之后，为客人结账（信用卡，现金或房帐）。
Sets up tables for each course according to the outlet standards. During the meal, after each course, removes dirty dishes and silverware from table and changes ashtray upon needs. After the meal, cleans and resets the table.
根据餐厅标准，为客人每一道菜品摆放餐具。在客人用餐期间，每一道菜品用完之后，从客人桌上为客人撤下脏盘子和其它器皿。如有需要，为客人及时更换烟灰缸。在客人用餐完毕之后，清理餐桌并重新摆台。
During lower occupancy of the outlet, assists with stocking the workstations, polishing silverware from table and folding napkins.
在餐厅淡季的时候，协助其他员工整理服务台，擦拭器皿以及叠口布。
Keeps abreast of the food and beverage promotions, new menu items, daily specials, and other relevant information for the outlet guests.
保持为客人提供最新的餐饮推销信息，新品推出，每日特选和其它相关信息。
Bids farewell to guests upon their departure from the outlet and invites them to come again. If needed, offers assistance with their coat.
客人就餐完毕时同客人告别，并欢迎客人再次光临。如有需要，帮助客人取放衣物。
· Keep grooming match withstandard.
根据饭店及品牌标准保持个人仪容仪表。
· Conduct healthregulation, safety policy.
执行健康及安全法规、政策及程序。
· Settle danger situationand inform potential danger.
采取行动排除危险情况，并及时通知危险隐患。
· Carry out all the process of safety emergency.
执行酒店安全紧急情况政策及程序。
· Ensure heart of house clean, safe and hygiene.
保证酒店后场区域与前场区域保持同样干净、安全、卫生。
· Keep analysis, evaluate, improve self-behaviour.
不断分析、评估、改进个人工作表现。
· Comply with code of conduct.
遵守道德行为规范。
· Comply with Staff Handbook and related policies.
遵守《员工手册》的相关规定。
· Complete the temporary job assigned by thereporting leader.
完成上级安排的临时性工作。