JOB SUMMARY
岗位描述 To perform as the ambassador of the outlet, while handling all seating and arrangement of guest reservations.
作为部门形象大使，负责客人预订以及座位的安排
JOB RESPONSIBILITIES
工作职责 Customer and Colleague Experience
宾客服务
• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
与客人和同事保持基于良好工作关系的互动接触。
• Maintains positive guest and colleague interactions with good working relationships.
与客人建立并保持良好的客户关系。
• Deliver high quality service to guests
向客人传递高水平服务
• Ensure guest needs and reasonable requests are met
确保客人的需求和合理要求被满足
• Seek opportunities to continually improve guest service
不断寻找机会发展对客服务
• Report any guest feedback to the supervisor on duty
汇报客人意见及反馈
• Establish and maintain effective guest relations
建立并维持有效的对客关系
• To remember and address guests by their names.
尽力记住客人的姓名并以姓氏称呼
• Know and recognize regular guests and their needs
了解长住和常来客人的习惯
• Demonstrate effective and appropriate interaction with guests whilst maintaining a professional approach and image
以职业化的形象和态度实施有效的和合适的对客影响
• Communication with guests in a manner which promotes goodwill, trust and satisfaction
以能够促进友好、信任和满意的态度与客人交流
• Take appropriate action to resolve guest complaints
采取合适的行动解决客人的抱怨
• To be empowered to handle special requests and complaints from outlet guests
有承担起上级授予的处理客人特殊要求投诉的能力
• Wear appropriate uniforms for the area, as supplied by the hotel.
在工作区域确保制服整洁、大方
• Greet and seat guest
向客人问候并安排为其安排座位
• Remember guest’s names and address them by their surname.
记住客人姓名并称呼客人姓名
• Bidding farewell to the guest as they leave
欢送客人
• Explanation of required waiting periods to the guest
向客人解释等候时间
• Obtain and record Feedback from guests regularly
获得并记录客人反馈意见
• Maintains a comprehensive set of guest history records.
记录客人档案
• Have a thorough knowledge and understanding of all Food and Beverage items in the menu and the ability to recommend Food and Beverage combinations and up sell alternatives.
对所有的在菜单上餐饮有透彻的认识和了解并有能力去推荐食品和饮料。
• Assist in preparing Outlet for Service
协助餐厅服务的准备工作
• Ensure that the work area is clean at all the times
确保任何时间工作区域整洁
• Clean outlet equipment
清洁餐厅设施
• Answer the phone as per the standard Phone answering procedures
标准接听电话
• Care for the menu and drink List
保存菜牌、酒水牌
• Complete and maintain reservations in system
填写和录入预订系统
• Take and record reservations
接收和记录预订
• Record and pass information
记录和传达信息
Other Duties
其他
• Ensures high standards of personal presentation and grooming.
确保保持高标准的个人形象和仪容仪表。
• Responds to changes in the Food & Beverage function as dictated by the industry, company and hotel.
随着行业、公司和酒店的变化，对人力资源的职能做出相应调整。
• Reads the hotel's Associate Handbook and has an understanding of and adheres to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.
熟知酒店的员工手册并且理解酒店的规章制度，尤其是有关火灾，卫生，健康，与安全的政策和程序。
• Attends training sessions and meetings as and when required.
参加必要的培训和例会。
• Carries out any other reasonable duties and responsibilities as assigned.
完成其他合理分配的职责和任务。
JOB QUALIFICATIONS
任职资格 • High expectation of appearance standard for Grooming, hair and make up
高标准的仪容、发型，化妆和外观
• Oral and written fluency in English.
熟练的英语口语及书面表达能力
• Computer operation and familiarity with some software packages and table management including Spreadsheet programs.
精通计算机程序、熟知软件，餐厅餐桌管理及电子表格系统