JD 服务员.doc

JOB DESCRIPTION工作职责JOB TITLE 职位 : Waiter/ress, 服务员DEPARTMENT 部门 : Chinese Section中餐部GRADE/LEVEL 级别 : REPORTS TO 直接上司 : Captain 领班RESPONSIBLE FOR 责任范围 : REVIEWED BY 制定/更新于 : SCOPE 工作范围 : Together with the Captain and the Steward, you form a team and as such assist the Restaurant Manager to achieve or surpass financial goals set in both the Restaurant budget and forecast by providing, through personal attention, care and anticipation of guest needs the best service possible thus creating an atmosphere of professionalism and well-being in Restaurant in general and the assigned station in particular leading to a highly successful operation.您将与领班和管事部一起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，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 providing impeccable, attentive, personalized and speedy service.提供完美的、殷勤的、个性化的和快速的服务，利用任何可能的方式为餐厅创造收益。 - When asked by the Captain to take a guest order deploys up-selling techniques. 您将领班要求在接受客人点单时向客人展开推销。- Monitor daily actual sales against the budget and the forecast, which are clearly displayed in the service area. This is the best tool to gauge your stations and the outlets performance. 监控日常的在服务区清楚反映出的，依照预算和预测所制定出的现行销售方式。这是评估你的工作区域与整个餐厅的成绩的最好的工具。- Make suggestions to your Captain as to ways of increasing sales, faster service to the guest and reducing wastage. 向您的领班提出关于提高销售量、向客人提供更快捷的服务以及减少消耗的建议。- You will take particular care not to incur unnecessary expenses through breakages or losses of operating equipment and careless spoiling of condiments. 您应该特别注意避免不必要的开支，如操作器具的破损和遗失和因粗心导致的调味品的变质。-Through your professionalism and attitude, set an example to the Stewards . 以您的专业化程度与工作态度，向管事部员工与传菜员做出榜样。-You will be totally familiar with all items featured on the menu and the daily specials and the appropriate cutlery to be used for each item. 您必须对菜单上的所有菜品的特性和每日的特色菜品以及每种菜品所用的相应的餐具相当了解。- You will make it a point to learn the mode of preparation and the ingredients used in each dish. 您需要学习每种菜品的准备工序和原料。-You will remember and serve all the different condiments for each dish requiring such accompaniments without the guest having to ask for them. 您需要记得在客人提出要求之前向客人提供每种菜品所需要的调味品。- During the daily pre-service briefing, you will be given all pertinent information for todays service and any specials on offer for the day. 在每日班前会时，您将被告知有关于当日服务与特色菜的信息。-You will make it a point to remember all items/dishes, which are not available today. 您需要记住当天不能提供的菜品名。- You will train yourself in the knowledge of wines and all other beverages. 您需要自学红酒与其他酒水的知识。-You must know how to serve open wines and how to open and serve any bottle of wine professionally. 您必须知道怎样的服务散装红酒，怎样专业的提供瓶装红酒的开瓶与相关服务。-You must be totally familiar with the proper name, the usage and the deployment of all service equipment. 您需要对服务器具的准确名称、用途以及配置相当熟悉。- You will keep your station always clean and tidy. 您需要保持您工作区域的一贯整洁。-You will arrange soiled dishes on the dirty tray in such a way that the Steward can pick up and carry the tray unencumbered. 您需要将脏的餐具放入脏物盘以便管事部清理。-You will take particular care of your grooming at all times and wear your uniform with pride. 您需要随时注意您的仪容仪表，与保持穿着制服时的自豪感。 -Establish excellent rapport between yourself, the Captain and the Steward in your station and all your colleagues. 在您的工作区域内保持您自己与领班、管事部以及所有同事的良好关系。-You are totally familiar with all established service standards/procedures and will adhere to them at all times. 您需要对所有的已建立的服务标准/程序相当熟悉，并始终坚持。-You will know your and the Steward job descriptions, the Hotel employee and the dress and deportment handbooks by heart. 您需要用心记住您和管事部的工作职责，以及饭店的员工手则。-You must be totally familiar with all safety and security standards and procedures. 您需要对安全保卫的标准与程序相当熟悉。-You are directly responsible to ensure the safety and well-being of all Restaurant patrons and members of staff in Restaurant in general and in your station in particular. 您有责任确保餐厅内尤其是在您负责区域内的所有客人和员工的安全与健康。-Make clear, concise and objective comments and recommendations to your Captain as to how you suggest improvements of the overall standing of Restaurant could be most effectively achieved. 向领班清楚地、简练的、客观的提出改进你所在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 your Captain to attend a meeting, you will attend. 您的领班要求您参加的会议你都要参加。-Any special requests i.e. change of duty schedule, scheduled day off, change of annual leave, must be brought to the attention of your Captain who will discuss such requests with 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，这样的要求都要报告给领班，他会与楼面经理一同商量。-In case of sickness or any other reason preventing you from coming to work, you must inform the Restaurant Manager 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楼面经理或他授权的代表他的人。-If invited by your Captain to attend any food, wine or beverage presentation/tasting, you must attend. 如果您的领班邀请您参加任何食物、红酒与饮料的介绍与试尝，您都必须参加。- - Should you receive any negative guest comments on service or food in your station try and solve it at once. Only if you cannot solve the problem, refer it to your Captain. Any negative comments, even if you were able to solve the problem, must be reported to your Captain as soon as possible.当您在您的工作区域内收到客人关于服务与食品任何负面意见请及时的处理。当您不能不处理时请告知领班。任何负面的意见，无论您是否能解决都需要尽快报告给领班。- If you over-hear any negative guest comments on any other services provided by the hotel i.e. Telephone, Laundry, Housekeeping, Front office etc., pass such comments fully and correctly to your Captain. 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，请将这些意见完整的并准确地向您的领班汇报。-If the comments are made to you directly, listen to the guest with empathy, excuse the mistake by saying, Im very sorry that this happened. I will personally inform the department head concerned and Im sure that the problem will be taken care of. Do inform the department head concerned and relay the complaint without giving your personal views. Inform your Captain of your action. 如果客人的一件是直接向您提出的，请认真倾听客人意见，并向客人道歉：“对此事件的发生，我深感抱歉，我将亲自向相关的部门总监报告，并且我保证这一问题将得到重视。” 将投诉不带个人观点的告知向相关的部门总监，并且向您的领班报告您的行动。- You must inform your Captain of any discontentment or problems you encounter in performing your job so that the problem can be solved without delay. 您在工作中出现的问题与您在工作中的不满请告知您的领班，以确保这类问题能够及时得到解决。-You are encouraged to discuss any personal problems with the . Restaurant Manager. 鼓励您向楼面经理讨论您的私人问题。-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 Headwaiter/ress 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领班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 your Captain 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 improve on. This evaluation is the most important factor to determine your ability to be promoted to Captain. You will be asked to sign the evaluation as to your concurrence. Should you disagree strongly with the evaluation, you have the right to bring the matter to the Restaurant Manager attention. 您一旦成为长期雇员，那么您每年将有两次被评估的机会，并且写报告的领班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。这份评估结果也将是决定您晋升为领班的最重要的因素。如果您对评估结果表示不同意，您有权将事件告知餐厅经理。 During any probation period, an evaluation as described above will be made monthly. 在试用期内，上述评估将按月进行。- You will attend the daily pre-and post-service briefing and debriefing. 您将要参加每日的班前会与班后会。You will attend all training sessions according to schedule. It is to be noted that training progress report will be made for you. These reports constitute an integral part of your overall assessment and is used to determine your ability to be promoted. 您将按课程表参加所有的培训课。您将完成您的培训报告。这些报告将成为评估您的表现与决定你是否晋升的一部分。- 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. 您将有可能被楼面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 your Captain to perform other duties and assignments and possibly assist on his behalf in other departments or outlets of the hotel. 有时您将被领班要求履行其他的任务和分配其他的工作，也有可能协助其他部门或餐厅。- It is most important for you to know that the Jr. Waiter/ress is in the process of learning the trade. You will help and encourage him/her