JD 亚马逊咨客.doc

JOB DESCRIPTION工作职责JOB TITLE 职位 : Amazon Roof Restaurant Hostess 亚马逊餐厅咨客DEPARTMENT 部门 : Western Section 西餐部GRADE/LEVEL 级别 : REPORTS TO 直接上司 : Amazon Restaurant Manager 亚马逊餐厅经理RESPONSIBLE FOR 责任范围 : REVIEWED BY 制定/更新于 : SCOPE 工作范围 : To assist the Restaurant Manager of designated Restaurant to achieve or surpass financial goals set in both the Restaurant budget and forecast through personal attention, care and anticipation of guest needs, and by adhering to clearly established service standards /procedures, thus creating an atmosphere of professionalism and well-being and a smooth operation at all times in the entire outlet, leading to a highly successful operation.您将协助餐厅经理完成或超越由餐厅预算与对正在进行的经营活动的预测而制定出的营业目标，通过对客人需要的关注、关心和预计，向客人提供最好的服务，坚持以建立的服务标准/程序，从而在餐厅内创造出专业化与良好的环境，尤其在您的工作区域领导极为成功的运作。DUTIES/RESPONSIBILITIES:义务与责任:-Create through your total commitment to excellence an environment of complete well-being and satisfaction of our restaurant Patrons by providing friendly, fast, consistent and professional service. 完成你所有的义务以提供友善的、快速的、可靠的、专业的服务从而创造令顾客满意的良好环境-Contribute in every way possible to the profitability of the outlet by deploying a well thought out seating procedure in the most advantageous chronological order to ensure a fair work distribution in the various stations, ensuring attentive and smooth service to all guests and a fast turnover of tables thus maximizing sales potentials. 考虑最佳的座位安排次序以保证不同区域工作分配的平衡，从而为餐厅创造收益。确保位客人提供殷勤的、流畅的服务，提高翻台率，从而扩大销售潜能。- Monitor daily actual sales against the Restaurant budget and forecast to become fully aware of the business done in the outlet. It is your responsibility to record the total sales, the number of covers served and the average check achieved after each meal period in the Restaurant log book. Great accuracy is needed in the recording as these figures are instrumental in the preparation of the budget, the forecast and the comparative figures with previous week, months, year for Restaurant. 监控日常的依照预算所制定出的现行销售方式，清楚知道餐厅的经营情况。您的职责是在值班日记上记录下总的销售额、上座率以及每次用餐时间后的例行检查完成情况。记录要求非常准确，因为这些数据将有助于制作预算与预测以及同餐厅上周、上月，上年的数据比较。-You will daily update the log book after each service recording all happenings and important information according to instructions given to you by the Restaurant Manager or his representative. 您需要根据餐厅经理或他授权代表他的人的指令每日更新值班日记上的关于突发事件的处理记录与重要信息。- Make suggestions to the Restaurant Manager as to ways of increasing sales and reducing wastage. 向餐厅经理提出增加销售额和减少消耗的建议。- Lead by example at all times. 时刻树立榜样。- You will be totally familiar with the menu and the daily specials available. 您必须对菜单与每日提供的特色菜非常熟悉。-You are encouraged to make it a point to learn the mode of preparation and the ingredients used in each dish. 鼓励您学习每种菜品的准备程序与原料。-You will have a good knowledge of the wine list and the general characteristics of the wines listed. 您必须对酒单相当了解，并且熟悉酒单上所列红酒的特征。-You must be familiar with all prices on the menu, the wine and drink lists as well as tobacco items such as cigars, cigarettes etc. 您必须熟悉菜单、酒单、饮料单上所有价格，也包括烟草的价格，如：雪茄、香烟等。-You will organise the reception desk and keep it perfectly clean, tidy and fully stocked to standard. 您将负责接待台，保持接待台的整洁，存货符合标准。-You will ensure that you have the newspapers available first thing in the morning; that the used papers are collected and properly folded for re-use and discarded at the end of the day. 您需保证您在早上第一时间领取报纸，过期报纸将收集并叠好已备再用或在晚上丢弃。-You will be responsible for all flowers, the vases and the flower arrangements for the outlet, ensure that they are changed according to schedule or when no longer up to Hotel standard 您将负责餐厅内所有的花、花瓶以及鲜花的布置，依照时间表确保鲜花的更换，确保符合酒店的标准。-You will keep an accurate Lost and Found record book and deal with the items according to standard. 您需要正确填写“失物招领”记录本，并且按照标准来处理。 - You will point out any guests know to you to your colleagues and in particular to a new Hostess at Restaurant so that she gets familiar with guest names in the shortest possible delay. 您要向您的同事，尤其是向餐厅新的咨客指出您认识的客人，以便于她能在很短的时间内熟悉客人的名字。 -Your most important duty is to greet each and every guest coming to Restaurant with a smile, establish eye contact, and an appropriate greeting. You must make it a point to remember as many regular guests names as possible and greet such regulars by name. Escort them to their table. 向每位进入餐厅的客人微笑，保持目光接触，并致以恰当的问候是您的最重要的职责。您必须记住熟客名字，并用他的名字向他问候。护送他们到桌前。-When you bring the guests to their table, you will help them to be seated according to standards and procedures. 当你把客人带到桌前时，您应该按照标准和程序帮助他们入座。-You will have at least four copies of the menu and the wine list at the reception for guests wanting to have a look at them. 您必须在接待台准备至少四份菜单和酒单以供客人翻看。-You will explain any dishes and their particular preparation method to inquiring guests. 您需要向咨询的客人解释任何一道菜和他们独特的制作工艺。-You will keep any other report/log books as per the instruction of the Restaurant Manager or his representative. 您需要准备另一个记录本用于记录餐厅经理或她授权代表他的人的指示。- You will ensure that you get the two guest lists for Restaurant at the beginning of the day that they are easily accessible yet not openly displayed and are destroyed at the end of the day. 您需要每天在营业前得到住店客人的名单以便内部方便查阅，并在营业结束后销毁。- You will take care of all telephone calls and deal with any enquirys/reservations etc. directly. 您需要接听所有的电话，回答客人的询问/接受预定等。- You keep the reservation list/book absolutely accurate. 您需要保持预定记录表/本的完整与准确。-You must contact the other outlets before the service to enquire their reservation status and, while Restaurant is full, convince guests to try an other non-fully reserved outlet. 您必须与其他餐厅保持联系，在开始营业前询问他们的预定情况，如果餐厅满座，可以说服客人尝试其他没有满座的餐厅。-You will ensure that a Daily Event Report is available to you and your colleagues in Restaurant to be able to give accurate information when guests are seeking information. 您要确保向您的同事提供“每日新闻”，以便当客人询问这些消息时能准确地向客人提供。-You will assist any and all guests inquiring for directions or about events taking place in the hotel etc. with enthusiasm and speed. 您需要热情的、快速的为任何/所有客人关于问路或询问发生在酒店内的事件等问题提供答案。- In your position, you will take particular care of your grooming at all times and wear your uniform with pride and aplomb.在您的工作中，您应时刻注意自己的仪容仪表，并且保持穿着工服时自豪与自信。- Establish excellent rapport between yourself, your colleagues and team members and all other departments you come in contact with. 与您的同事、组员以及您需要经常联系的其他部门建立良好的关系。- You are totally familiar with all established standards/procedures in Restaurant. 您必须对餐厅内的已有标准/程序相当熟悉。- You know your own job description, the Hotel employee and dress and deportment handbooks by heart. 您必须熟知您的工作职责，牢记酒店员工手册。- You must be totally familiar with all safety and security standards and procedures. 您必须对安全保卫的标准和程序相当熟悉。-You are directly responsible to ensure the safety and well-being of all Restaurant patrons and members of staff. 您有责任确保餐厅内的所有客人和员工的安全与健康。-Make clear, concise and objective comments and recommendations to the Restaurant Manager as to how you suggest improvements of the overall standing of Restaurant could be most effectively achieved. 向餐厅经理清楚地、简练的、客观的提出改进你所负责的餐厅的意见或建议，并保证改进方案被有效的实施。-Whenever you are asked by the Restaurant Manager to attend a meeting, you will attend. 如果您被餐厅经理要求参加会议，您必须参加。-If you have reason to change a scheduled duty, day off, or want to change already scheduled annual leave, such requests must be brought to the attention of the Restaurant Manager. 如果您因为任何理由要求改变您的工作时间、休息时间和年假时间，这样的要求都要报给餐厅经理，并获得他的认同/批准。-In case of sickness or any other reason preventing you from coming to work, you must inform the Headwaiter or his representative at the earliest possible time. 如果您身体欠佳或有其他原因让您不能前来工作，您必须尽可能早的告知餐厅经理或他授权的代表他的人。-If invited by the Restaurant Manager to attend any food presentation/ tasting, you must attend. 如果餐厅经理邀请您参加任何菜肴的介绍/试尝，您必须参加。- If invited by the Restaurant Manager to attend any wine/beverage presentation/tasting, you will attend. 如果餐厅经理邀请您参加任何红酒/饮料的介绍/试尝，您必须参加。-If the guest complains directly to you or if you over-hear any negative guest comments on the service or food in Restaurant upon guests leaving, you must react immediately by approaching the guests and find out exactly why the guests had reason to complain. Listen to the guest with empathy, excuse the mistake according to the standards and procedures. 当客人直接向您抱怨或在客人离开餐厅时您听到客人关于服务和菜品的任何负面的意见，您需要立即迎上去，问明客人投诉的真正原因。认真倾听，并按标准与程序致歉。-If you over-hear any negative guest comments on any other services by the hotel i.e. Telephone, Laundry, Housekeeping, Front office etc., pass such comments fully and correctly to the Restaurant Manager or his representative at once for him to take appropriate action. 如果当你听到任何关于酒店其他服务的负面意见，如：电话、洗衣、客房、前台等等，请立即将这些意见完整的并准确地向餐厅经理或他授权代表他的人汇报，并采取相应的行动。-For any repair or maintenance needed in your area, write a repair and maintenance request and give it to the Restaurant Manager for approval. 在您负责区域内有任何需要维修的，请填写维修申请，并报餐厅经理批准。-Any serious problems encountered by you in the execution of your job must be brought to the attention of the Restaurant Manager. 您在工作中遇到任何严重的问题都必须报告餐厅经理。-If you have any personal problems or are discontent in your job, you are encouraged to discuss such problems with the Restaurant Manager. 如果您有任何私人问题或对工作有任何不满，你都可以直接和餐厅经理交流。- You are herewith made aware that any official discussion held with or any verbal reprimand given by a superior will be written down and kept on your personal file. Problems of a personal nature discussed with the Restaurant Manager will be kept strictly confidential. 与您进行的正式的讨论或者主管给您的口头申诉将被记录下来存入您的个人档案里。您同餐厅经理讨论的私人问题都将严格保密。-Once you have become a permanent employee, you will be evaluated twice a year in writing by the Restaurant Manager who will discuss such evaluation with you in private. This evaluation is done strictly to show you your progress and areas of weakness which you will have to work on. You will be asked to sign the evaluation as to your concurrence. 您一旦成为长期雇员，那么您每年将有两次被评估的机会，并且餐厅经理将与您私下讨论评估结果。这份评估结果将严格指出您的长处与弱点以供您改进。评估结果需要您的签字。 - During any probation period, an evaluation as described above will be made monthly. 在试用期里，上述评估将按月进行。 - You will attend the daily pre-and post-service briefing and debriefing. 您需参加每日的班前会与班后会。- You will attend all training sessions according to schedule. 您将参加课程表上的所有培训课。- You may be chosen by the Restaurant Manager to attend cross-training in another department of the hotel. Such cross-training is given for your benefit and you are encouraged to learn as much as possible. The report received from the host department head on your performance, attitude and interest shown will form part of your personal file. 您将有可能被餐厅经理安排参加酒店其他部门的交叉培训。交叉培训将给你自身带来好处，并且也鼓励您尽可能多的去学习。从您去到的那个部门的部门总监那里获得关于您的表现/兴趣的报告将存入您的个人档案，成为其中的一部分。-From time to time, you will be asked by the Restaurant Manager to perform other duties and assignments and possibly assist on his behalf in other departments or outlets. 有时您将被领班要求履行其他的任务和分配其他的工作，也有可能代表他协助其他部门或餐厅-You are herewith made aware that in the position of Hostess, you cannot interfere with any service staff in Restaurant nor give any orders to them. If you need assistance from anyone, please see the Restaurant Manager or his representative who will make such arrangements for you if he deems them necessary. 您需要意识到您的工作咨客，您不能干涉餐厅内的服务员，也不能给他们下达指令。如果您需要得到别人的帮助，您需事先得到餐厅经理或他授权代表他的人的同意。-You will maintain, update, add and revise the guest history file on a daily basis, cross check the in-house guest list with your guest history to make yourself and your colleagues aware of how to greet the guest and inform the Restaurant Manager of any pe