The F&BHostess’s main function is to promote andensure guest satisfaction achieved through her ability to develop and maintaina strong team environment, placing emphasis on colleague satisfaction anddelivery of prompt, courteous service. Perform from an impeccable reservationsystem followed by guest satisfaction checks and maintaining data base systemfor the Area she is in charge for.
餐飲部咨客的主要職能是提升和確保客戶滿意度，通過他/她的能力來建立和維護(hù)一個(gè)強(qiáng)大的團(tuán)隊(duì)，重視提升同事的滿意度，提供積極、禮貌的服務(wù)。操作能使顧客滿意的完美的預(yù)定系統(tǒng)，并且能夠維護(hù)其所在區(qū)域的數(shù)據(jù)庫系統(tǒng)。
PRINCIPAL RESPONSIBILITIES 主要職責(zé)
To ensure the three steps of service are
adhered to at all times
確保服務(wù)的三個(gè)步驟貫徹始終。
·????????To ensure awarm and sincere greetings at all times and use the guest name if known and using??The Langham language when interacting with the guest
在任何時(shí)候，確保溫暖而真誠的問候，稱呼客人的姓名如果知道的話，并且與顧客交流時(shí)使用標(biāo)準(zhǔn)的朗廷用語。
·????????Anticipateguest’s needs and comply with guest requests
預(yù)期客人的需求，并且盡量滿足客人的要求。
·????????LHI standardgreeting conduct in using the 10/5 rule at all times
始終遵循朗廷酒店10/5規(guī)定來迎接客人。
·????????Colleague tofollow “5 step rule” with the guest offering direction with a open armgesture walking towards the destination the guest is looking for, no pointingfinger at any time
在為客人指引方向的時(shí)候，應(yīng)遵循“五步”規(guī)定即陪同客人向目的地方向至少步行五步，同時(shí)伸出手臂指引方向。絕不使用手指指示方向。
·????????To seatguests in a manner that every guest will receive the fastest and most courteousservice at all times.?
以是客人始終能得到快速而有禮貌的服務(wù)為準(zhǔn)則來安排客人入座。
·????????To deliverservice with Poise self-confidence, well balanced, sincere and diplomatic.Service with eloquence and discretion, gracious, professional. Using acourteous approach, impeccable sense of hospitality with a display of friendlyenthusiasm that will continue all through the restaurant during the entire mealperiod from receiving the guest to walking them out of the restaurant.
從客人進(jìn)入餐廳直到他們離開的整個(gè)用餐過程中，始終傳遞沉穩(wěn)自信、平衡、真誠并且有社交技巧的服務(wù)，讓客人感覺心悅誠服、嚴(yán)謹(jǐn)、親切，非常敬業(yè)。使用禮貌的方法，以及對服務(wù)業(yè)完美的觸覺展示自身熱情友好的一面。
·????????To superviseand control seating in the restaurant and ensure that guests are seated asguest preference first also distributing them so no server is overloaded withguests at any given time, and in order to seat guests in a manner that is fairto all the servers.
監(jiān)督控制餐廳內(nèi)餐位數(shù)量的安排情況，確保盡量以客人的喜好安排座位，避免造成因客人較多員工較少，同時(shí)也要注意安排座位時(shí)要對所有的服務(wù)人員公平。
·????????Activelysupport the TQM Total Quality Management.
積極支持全面質(zhì)量管理系統(tǒng)。
·????????Managecomment cards by category and share information in a systematic manner in orderto improve
按類別管理反饋表，并能系統(tǒng)化地分享信息，從而做出改善。
·????????Assist inworking toward positive financial results.
積極協(xié)助上級(jí)，完成良好的收益。
·????????Assist inensuring that scheduling functions are performed accurately and on a timelybasis.
協(xié)助確保每個(gè)工作職能能夠及時(shí)和準(zhǔn)確的發(fā)揮。
·????????Assist inmaintaining a highly motivated and well-trained working team.
協(xié)助上級(jí)維護(hù)一個(gè)具有高度熱情和訓(xùn)練有素的工作團(tuán)隊(duì)。
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Operations營運(yùn)
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·????????Follow opening & closing checklist thoroughly.?
完全遵循開檔及收檔的檢查表。
·????????Maintain guest flow charts to track number of guests to each station andin order to track volume per hour.?
運(yùn)用客人流量觀測表來觀測每小時(shí)餐廳各個(gè)區(qū)域的客流量。
·????????Initiate aggressive guest interaction through seeking and solicitingfeedback from guests.
與客人進(jìn)行積極的互動(dòng)和交流，征求他/她們的反饋意見從而提高服務(wù)質(zhì)量。
·????????Train, maintain and enforce all Langham service standards in the outlet.
在餐廳中培訓(xùn)、維持和執(zhí)行所有朗廷酒店的服務(wù)標(biāo)準(zhǔn)。
·????????Handle daily colleague relations (i.e. scheduling, time adjustments).
處理日常同事的協(xié)作關(guān)系。（例如，班次調(diào)整）
·????????Maintain a safe & sanitary work environment for all colleague &guests.
為所有的同事和客人，建立一個(gè)安全及衛(wèi)生的工作環(huán)境。
·????????Operate with accuracy and manage the table reservation system in amanner that allows maximum capacity at all times and maximization of covers inpick hours in developing a very detailed strategy
精確操作和運(yùn)用餐桌預(yù)定系統(tǒng)，始終保持最大的座位容量。建立一個(gè)具體的策略來應(yīng)對繁忙時(shí)段，使上座率最大化。
·????????Find solutions for problems such as call outs, last minute bookings, orany other daily problems that may arise.
找到解決問題的方法。如電話服務(wù)，最后一分鐘的預(yù)定，或其他每天可能發(fā)生的問題
·????????Be on the floor during the shift and assist servers to ensure guests aresatisfied.
在上班時(shí)間確保自己在餐廳的崗位上，并協(xié)助服務(wù)員使客人滿意。
·????????Ensure all side work is done on a daily basis.
確保每天基本的工作都完成。
·????????Maintain proper colleague uniform standards.
保持同事制服達(dá)到標(biāo)準(zhǔn)。
·????????Manage an effective data base program on daily basis.
建立一個(gè)有效的日數(shù)據(jù)庫程序。
Perform any duties assigned by the Managementdeemed necessary.
執(zhí)行任何管理層委派的工作。
REQUIREMENTS 職位要求
Education 教育學(xué)歷
·????????Minimum VocationalSchool
畢業(yè)于專業(yè)學(xué)校。
Experience 經(jīng)驗(yàn)
·????????Minimum 3 yearsrestaurant operations experience, at least 1 year F&B Guest Relationexperience.
三年餐廳工作經(jīng)驗(yàn)和至少有一年以上的從事餐飲部客戶關(guān)系的經(jīng)驗(yàn)。
Job Skill / Knowledge 工作技能 / 知識(shí)
·????????Demonstratedleadership qualities.
能體現(xiàn)領(lǐng)導(dǎo)者的素質(zhì)。
·????????Demonstrated goodtechnical knowledge of restaurant operations.
具備優(yōu)秀的專業(yè)的餐廳運(yùn)營知識(shí)。
·????????Demonstrated stronghospitality and communication skills.
有較好的服務(wù)精神和溝通技巧。
·????????Demonstrated strongwork ethic.
有較強(qiáng)的敬業(yè)精神。
·????????Demonstrated greathospitality skills and sensitivity to guest needs.
良好的服務(wù)待客技巧和能夠敏感地預(yù)知客人的需求。
·????????Demonstrated a goodunderstanding of food production.
對食物產(chǎn)品知識(shí)的充分了解。
Computer Knowledge 電腦知識(shí)
·????????Knowledge of MS office software
能夠使用日常的辦公室軟件。
Language Proficiency 語言能力
·????????Demonstratedexcellent communication skills in English and Mandarin.
具備優(yōu)秀的英語和普通話表達(dá)能力。
