Reports tooutlet as scheduled, in uniform, eat, clean and ready to work
根據排班準時上班，準備工作之前需已用畢餐，換好工裝，一切就緒。
?The ServiceWaiter服務員：
a)????? Must know menu items as well asdrink list
必須熟知所有的菜單和酒水單內容
b)????? Must know Outlet setup standards.
必須熟知餐廳的擺臺標準。
c)?????? Handles complaints and reports toimmediate supervisor.
向值班主管匯報客人投訴。
?To maintaina high customer service focus by approaching your job with the customers alwaysin mind.
在工作的整個過程中，時刻保持高度的客戶服務意識。
To have apositive impact, taking personal responsibility and initiative to resolveissues, always clearly communicating with both customers and colleagues.
保持積極的工作態(tài)度，做好本職工作，并且主動解決問題，能夠始終清晰的與客人呢或同事進行交流。
To bemotivated and committed, approaching all tasks with enthusiasm and seizingopportunities to learn new skills or knowledge in order to improve yourpersonal performance.
具有積極合作的精神。以熱心的態(tài)度對待所有的工作， 并樂于借助一切機會學習技能以便于改進自己的工作表現(xiàn)。
To beflexible, responding quickly and positively to changing requirements includingthe performance of any tasks requested of you.
具有極強的應變能力。反應迅速并以積極的態(tài)面對需求的改變， 包括任何工作要求的改變。
To maintainhigh team focus by showing co-operation and support to colleagues in thepursuit of team goals.
具有極強的團隊精神，通過合作及對同事工作的支持達到團隊的共同目標
Tocontribute ideas & suggestions to enhance operational/environmentalprocedures in the Hotel.
能夠提出對酒店的運作及環(huán)境有益的意見或建議。
To activelypromote the services and facilities of the Hilton Hotels to guests andsuppliers of the Hotel.
能夠積極的向客人及供應商推薦酒店的服務及設施。
To performall duties and responsibilities in a manner that ensures your safety and thatof others in your workplace.
在工作過程中能夠做好本職工作， 保證自己及他人的安全。
?JOBSPECIFIC COMPETENCIES 具體職責
1
Product Knowledge
To ensure that
guest needs and requirements are appropriately addressed.
?Confidently knowing the food and beverage menucontents and be able to explain them in detail to guests.
熟悉掌握菜單及飲料單上的內容，并可以向客人做出詳細解釋。
?Be able to correctly label buffet dishes.
能夠正確標注自助餐菜肴。
By knowing menu items & Business Hours of all other outlets to recommend guests toother outlets.
熟悉所有餐廳及飯店其他部門的營業(yè)時間和菜單。
2
Preparing floor for Service
To ensure standards
for service delivery are being attained.
Undertake steps/process to ensure that all areasof the restaurant are set to the standards required for breakfast, lunch anddinner. This includes setting tables, setting the buffet, having all equipmentready for service and ensuring you have been briefed by your supervisor for theshifts activities.
遵守服務程序，保證餐廳的各個區(qū)域豆符合早餐，午餐及晚餐的服務標準。其中包括收銀臺的準備工作，與廚師交流餐廳預定的詳細情況。
Undertake steps to ensure that the cashier desk is ready and set for service.
檢查收銀設備的準備工作。
Check reservations with Supervisor/Manager, andconfirm any large bookings for the next service period.
與主管或經理檢查預定，并確認人數(shù)較多的預定。
3
Customer Service
Aids in creating an environment where everyone in the department works
together as a team in “creating that special experience”.
Greet all guests that walk past your outlet& offer them menus to view when appropriate.
對經過/參觀餐廳的客人問候并提供菜單和抱以微笑。
Greet guests with a smile offer assistance withcoats, bags etc., and introduce yourself.
微笑服務，協(xié)助客人就座，儲存外套或背包，并作自我介紹。
All guests are escorted to a table, asked ifthey would prefer smoking or non smoking.
為客人引位，并詢問客人希望就座于吸煙區(qū)或非吸煙區(qū)。
4
End of Service
To ensure that at
the end of service the guest cycle is complete.
Encourage all guests to fill out feedback formswhen they leave.
鼓勵客人填寫意見調查表。
?Assist with guest coats and bags.
協(xié)助客人提取外套和背包。
Thank all guests and wish them a pleasant day.
感謝客人的光臨并祝愉快。
OTHERS其他
?To attend all training course organized by hotel.
參加酒店組織的培訓。
To have thorough knowledge of service procedures.
具有扎實的服務知識。
?Be able to work rapidly during peak hours.
能夠在高峰時段高速度的工作。
Be flexible with shift hours.
適應彈性工作時間。
Teamwork is a necessity.
團隊工作能力。
