JOB TITLE: Receptionist 前台
LOCATION: Scarpetta
RESPONSIBLE TO:上级 Restaurant Manager餐厅经理
RESPONSIBLE FOR:负责 Restaurant Communications餐厅信息传递工作

DUTIES AND RESPONSIBILITIES:责任与使命
Your job is very important; you are the first contact face and voice of the restaurant and Mercato the man. Although you are ultimately serving guests, your day starts before the first customer has been seated. Completing the required side work will make your and your co-workers’ day much smoother.
你的工作是非常重要的,因为你将是代表我们餐厅第一个形象和声音.
Once service has begun, you are responsible for 100% guest satisfaction. This means managing your work to give the best service possible.
当工作开始,你的工作就是让我们的客人100%的满意.这就意味着你要做好充分的准备工作.

RESPONSIBILITIES:
职责

RESERVATIONIST
预订接待
1.Handles phone reservations接听电话预订
2.Handles phone reconfirmation再次确认电话预订
3.Interact with other outlets in complex for last minute booking of table previously cancelled,
与其他餐厅确认预订
4.Answering all customers’ questions regarding the layout of the restaurant, the menu, style of food, public relations.能解答客人的问题, 如餐厅的设计, 菜单, 菜系, 公关工作.
5.Interact with guests for prospective party planning, special events coordination and special requests.协同客人派对的策划, 派对的协调和特别的需求.
6.Interact with Kitchen and Management regarding the above.
与厨房和经理层为以上的事件做交流
7.Assist Maitre d’ with reservation organization （number of tables per seating depending on day and expected dining time, etc….） 协助餐厅经理组织安排餐厅的预订
8.Follow any reasonable directives give to you outside of this document that may be given to you from your superior（s）.
在工作中注意接受别的同事的良好意见（不能在这份材料中没有出现）

GENERAL DUTIES
主要的职责
1.Ensure that prompt time keeping and reporting is kept by you, being a minimum of 15 minutes early reporting fully prepared for your shift.
合理的安排时间和及时的汇报工作情况是你的职责和任务请在营业前15分钟确认工作已经就绪
2.Ensure that the Reception and Waiting area “Mise en Place” is correctly achieved for each and ever shift （beginning and end of each sift included）.
确保前台和客候区在每个班次都正确的做好事先准备工作.
3.Keep abreast and up to date on all internal information, promotions and activities for all food and beverage operations in the building, chances are you will be asked a lot about the other areas, you need to know.
了解公司内部的餐饮信息,促销和活动,如果有任何的变化你必需了解.
4.To promote good business relations between the Mercato Service team and all other departments in Three on the Bund, to assist in leading a team of well-trained and motivated staff.
促进本部门与其他部门的员工良好关系, 协助并引领整个优质的团队和上进的员工.
5.Encourage teamwork through participating in organised activities for the staff.
在各方面工作中总是积极的激励团队精神
6.Achieve staff satisfaction goals.
达到员工满意的目标

COMMUNICATION
沟通
1.Keep open communication channel（s） with the Kitchen team to enable “Family / 360 degree” communication.
与厨师及所有的员工保持良好的沟通, 视他们为一家人.
2.Attend the “Shift Briefing” meeting to exchange information and help with seating and VIP briefing with Maitre D’ and/or Assistant General Manager.
参与每天的”班次简要”会议,交流意见并协助餐厅经理安排座位及VIP会议.
3.Solicit feedback from guests/customers. 征求客人的反馈.
4.To consistently anticipate and exceed customers expectations and needs.
总是预见客人的期望和需求.
5.Compile a daily reservations and GROR （Guest Relations Officer Report） on daily service/communications issues.
处理日常的预订工作和客户关系报表.
6.To be an agent of change whilst consistently looking for ways to improve service and the dining experience for our guests.
总是发现新的方式去提高我们的服务,完善客人的用善体验.
7.To deal with problems in a professional and courteous manner.
要用专业和礼貌的态度去处理问题.
8.To inform the Maitre D’ and/or Assistant General Manager of any problems or complaints immediately upon them happening.
如果有任何问题或是投诉请尽快通知你的餐厅经理.
TRAINING
培训
1.To attend ALL staff training sessions （within reason） regardless of topic, date or timing.
参与所有员工培训会议（任何的主题, 日期, 时间）
2.To make sure that any other/new rules and guidelines of the company are adhered to by you.坚持维护公司的规章制度.

SAFETY, HEALTH AND HYGIENE
安全,健康和卫生
1.To ensure that any accidents to staff, guests or visitors are reported in accordance with correct procedures.
确保任何人（员工,客人和访问者）发生意外都将妥善解决.
2.Ensure your own personal hygiene and presentation is of a superior standard and exceeds the company’s requirements. Good personal appearance enhances the guests’ impression of you and our restaurant. Remember, you are the first face people will see, make it a memorable experience for both them and you.
请保证你个人的卫生情况及面貌符合公司的标准.个人的精神面貌也会影响客人对摩都的印象,牢记,你是第一人面对客人的员工,请让你们彼此之间留下好的印象.
3.Spitting and loud body noises will not be tolerated.
唾沫飞溅及不文明的生理反应都是不能容忍的
4.REMEMBER!!! DO NOT – Touch your hair, nose, mouth or face while in the dinning room. Immediately wash your hands if you accidentally do.
牢记,在餐厅里要举止大方,在需要的情况下请勤洗手.