營運
Operation
§ 根據(jù)凱悅標(biāo)準(zhǔn)，為客人提供順暢、高效的服務(wù)。
Provides fluent and efficient service in accordance with Hyatt standard.
§ 為客人推薦服務(wù)，回應(yīng)客人關(guān)于餐飲的要求并提供建議。
Give recommendation on service and responds guest Food and Beverage request as well as provides suggestion.
§ 根據(jù)順序和程序為客人安排座位、點單并服務(wù)食物和飲料。
Assigns seats to guest according to subsequence and procedures, takes order of food and beverage.
§ 全面了解MICROS系統(tǒng)。
Has a thorough knowledge to all sides of MICROS System.
§ 根據(jù)部門營運手冊的要求，確保餐廳所有食物和飲料、機器和設(shè)備的正常運作。
Ensure all food and beverage, machines and equipment to be normal running according to Departmental Operation Manual.
§ 努力使客人滿意，并使客人經(jīng)常光顧餐廳。
Makes effort to satisfy our customers and makes them repeat to dine in the restaurant.
§ 為客人點單和上菜，避免不必要的延誤。
Takes food order and delivers foods to avoid unnecessary delay.
§ 掌握關(guān)于餐廳菜單和酒單的知識。
Has thorough knowledge of menus and wine list.
§ 促銷菜單并說服客人選擇價格較高的食物以增加總收入，例如：湯，飲料，沙拉，甜點，等等。
Up sells menus and persuades customers to select higher price foods to increase revenue, e.g. soup, beverage, salad, dessert etc.
§ 向餐廳經(jīng)理/副理報告任何困難或問題，以便找到解決方法或進行下一步行動。
Reports any difficulties and problems to Manager / Assistant Manager to find out solutions or take next action.
§ 保持所有設(shè)備和客人需求是同等的。
Maintain equality to both all equipment and customer requests.
§ 確保根據(jù)標(biāo)準(zhǔn)及運作需要擺臺。
Ensures table setting to accord to standard and operational requirement.
§ 確保在用餐結(jié)束后，所有餐桌的干凈整潔。
Ensures that all tables are clean and tides up after dining over.
§ 準(zhǔn)確為客人預(yù)定餐桌并確定用餐人數(shù)。
Makes reservation accurately to customers and confirms dining pax.
客房服務(wù)
Room Service
§ 在結(jié)束與客人的通話前，為客人點單并重復(fù)所點的內(nèi)容。
Repeats order items before phone hung up.
§ 確保按客人的要求正確點單。
Ensures to take correct orders for customers accordingly.
§ 確保所有食物及時送到客人房間。
Ensures the prompt delivery all foods to guest rooms on time.
§ 嚴(yán)格遵守酒店政策和程序，特別是進入客房。
Adheres hotel Policies and Procedures strictly, particularly in entering guest rooms.
§ 確保不能進入有“請勿打擾”的客房。
Ensures not to enter the guest room with “Do Not Disturb”.
§ 當(dāng)被告知收餐具時，確保收走在客人房間或走廊的所有餐具。
Ensures to collect all tableware at room or in the corridor when getting inform.
§ 確保所有帳單的準(zhǔn)確并在送餐時收回款項。
Ensures that all billings are correct and collects the payment on room service.
宴會
Event Service
§ 根據(jù)客人要求布置宴會場地。
Furnishes banquet venue according to customer requests.
§ 確保所有會議的視頻設(shè)備都事先經(jīng)過測試。
Ensures that video equipment are check before all functions beginning.
§ 確保將會議橫幅擺放在正確的位置。
Ensures to display the event banner on the right place.
§ 滿足任何客人的要求，如遇到困難則向副理報告，以便得到建議或找到解決方法。
Satisfies any final guest request, reports any difficulties to Assistant Manager to gain his/her suggestion or solution.
§ 將餐布和設(shè)備送入倉庫前，確保餐布和設(shè)備的干凈整潔。
Ensures that table linen and equipment are clean before stored.
§ 與客房部緊密合作，確保會議、宴會場地始終干凈整潔。
Cooperates with Public Cleaning closely and ensures that all event venues are clean.
§ 與工程部緊密合作，確保設(shè)備的正常運作。
Cooperates with Engineering closely and ensures that all event equipment are good used.
總則
General
§ 按要求出席所有會議并作出貢獻。
Attends and contributes to all meetings as required.
§ 確保部門的服務(wù)一貫按照部門營運手冊的標(biāo)準(zhǔn)，高效、一致和禮貌的完成。
Ensures services provided by the department are always available and are always carried out to define Standard with the utmost efficiency, consistency and courtesy as detailed in the Department Operation Manual.
§ 始終提供禮貌和專業(yè)的服務(wù)。
Consistently provides courtesy and professional service.
§ 保持對酒店產(chǎn)品知識、當(dāng)前推廣、政策改變的最新了解及保持高效的內(nèi)部溝通。
Maintains the updated understanding to hotel product knowledge, upsell activities, policy change and the efficient communication internally.
§ 根據(jù)安排出席酒店及部門的培訓(xùn)，以提高技能和知識。
Attends the arrangement trainings of hotel and department accordingly to develop skills and knowledge.
§ 禮貌而高效的處理客人和員工詢問，對不能立即解決的投訴和問題進行匯報。
Handles guest and associate enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found.
§ 熟悉并嚴(yán)格遵守員工手冊中的規(guī)章制度，及酒店關(guān)于防火、衛(wèi)生、健康和安全的制度。
Is knowledgeable adhere to rules & regulations established in the Associate Handbook and the hotel’s policies concerning fire, hygiene and health & safety.
§ 確保高標(biāo)準(zhǔn)的個人形象和儀容儀表。
Ensures high standards of personal presentation & grooming.
§ 與客人和同事保持基于良好工作關(guān)系的接觸。
Maintains positive guest and colleague interactions with good working relationships.
§ 根據(jù)酒店、行業(yè)和公司的指引，回應(yīng)需求、改變，執(zhí)行任何合理的任務(wù)及額外職責(zé)。
Responds to request to undertake any reasonable tasks and secondary duties and to changes as dictated by the hotel, industry and company.
