各餐厅领班 F&B Service Captain

Primary Responsibilities 主要职责
1· Maintains Hotel expectation of grooming standards at all time.
保持良好的仪容仪表。
2· To maintain a high guest service focus by approaching your job with the guests always in mind.
在整个工作过程中，始终保持高度的客户服务意识。
3· To have full knowledge of the Food & Beverage menu contents and all other special promotions taking place in the hotel. Knowledge of all menu items, garnishes, contents and preparation methods. To be able to explain them in detail to guests. 充分掌握餐饮相关的菜单和其他酒店促销的特殊菜品和饮品；了解菜单所有栏目、装饰菜、食物和烹制方法。能够为客人提供相应的详细说明。
4. By completing checklist in product knowledge.
能够达到产品知识的要求。
5· Make sure all areas are cleaned and maintained in accordance with operating procedure.
确保所有区域与开始用餐时一样整洁。
6· Participate in service as necessary in accordance with Restaurant/Bar needs.
根据餐厅和酒吧的需求来参与相关服务。
7· To actively promote the service and facilities of the Fairmont Hotels to guests and suppliers of the hotel.
能够积极的向客人及供应商推荐费尔蒙酒店的服务及设施。
8. To understand how to operate all the equipment used in the outlet.
懂得使用餐厅内的所有设备。
9. Confidently knowing all outlets & hotel information.
熟悉所有餐厅及酒店其他部门的信息。
10· Strictly no offensive or impolite language.
不可使用冒犯或不礼貌的语言。
11· Look for ways to upsell and cross sell.
能通过多种促销的手段为酒店，自己的部门和其他餐饮部门带来更多经济效益。
12· To perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
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。
13. Maintains guest’s history.
记录就餐客人的情况。
14· Understand dietary requirements and offer appropriate suggestions.
了解客人食品和酒水的要求，并可以给出适当的建议。
15· Adjust service to suit guests’ requests, personalize to meet needs.
根据顾客需求，提供个性化服务。
16· By knowing menu items of all other outlets to recommend guests to other outlets.
了解其他餐厅的菜肴，以便向客人推荐。
17· Being able to recommend other restaurants & city attractions to hotel guests.
可以向客人推荐其它具有吸引力的餐厅或场所。
18· Schedules Guest Reservations and arranges for private function or special parties.
根据客人的预定安排相关的私人活动或者特殊会议。
19· To facilitate all guest needs and expectations in the restaurant by providing extraordinary service.
尽力满足客人在餐厅里的需要和期望，并为其提供卓越非凡的服务。
20· Follow up any guest questions or queries immediately and if you don’t know the answer, check with your Manager.
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。
21· Use a heartiest approach – make the guests feel welcome, feel heart-warmed, feel incredible, and belong.
发自内心的接待顾客，令客人感到宾至如归，喜出望外。
22· To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
具有积极合作的精神。以热心的态度对待所有的工作， 并乐于利用一切机会学习技能以便于改进自己的工作的技巧。
23· Follows hotel’s telephone etiquette standards.
遵循酒店规定的电话礼仪标准。
24· To abide by all rules, regulations, policies and procedures of the hotel.
遵守所有的规则，规章，政策和酒店的流程。
25. Upsell our products at all times.
在任何时候能促进我们酒店产品的销售。
26. Strong in Leadership skills & good training conducting skills.
领导技能及培训技巧。
27. To maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.
具有较强的团队精神，通过合作及对同事工作的支持达到团队的共同目标。
28. To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
具有极强的应变能力。灵活反应并以积极的态度面对需求更改的事情，包括任何工作要求的改变的。
29· The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.
如有必要，该部门有权更改或补充该职位描述。
30· Carries out any other reasonable duties and responsibilities as assigned.
完成任何其他合理的职责和被指派的职责。
Knowledge and Experience 知识与经验
1• Certificate or diploma in hospitality or related field.
具有酒店管理或相关领域的学历/专业证书。
2• 6 – 12 months in a food service position, similar operations style.
具有6-12个月餐饮相关的服务经验。
3• Retail or colleague interaction experience.
具有销售/对客服务经验。
4• Food and /or beverage knowledge (personal interest/ professional).
对餐饮有一定了解（个人爱好/专业）。
5. Technical service skills.
专业服务技能。
6· Interpersonal skills – communicates easily/openly.
人际交往能力-与人沟通轻松/大方。
7· Reliable and consistent.
可靠且能持续性地保持优质服务。
8· Hotel expected grooming standard, clean/tidy.
做到酒店仪容仪表的标准，保持干净/整洁。
9· Comes across as enthusiastic, energetic.
充满热情，精力充沛。