4.4 Bartender 调酒员.doc

Sheraton Xiamen HotelJob Description厦门喜来登酒店岗位职责Position: BartenderGrade: 3职位：调酒员级别：3级Department: Food & BeverageDivision: F&B Outlet部门：餐饮部隶属：餐厅Report to: Shift Leader上级：餐厅领班Prepared by: Andrew Ho Approved by: Lance Ourednik拟稿：何国培批准：欧阳瑞Job Summary:To provide 5 Star hospitality food and beverage service, throughout the restaurant/bar, maximizing guests experience, using Starwood Care. To ensure guest satisfaction by providing excellent food and beverage service, in a friendly, competent and professional manner. Promoting a fun work environment and being a team player.岗位概述：使用喜来登令客人喜出望外的标准，无论在餐厅或是酒吧为客人提供五星级的殷勤好客餐饮服务，最大限度的令客人满意。每位员工都会通过一线水准服务证书，接受培训员培训以备培训新入职员工并能独立、熟练上岗。以友好、娴熟的专业水准为客人提供出色的餐饮服务，确保客人满意。营造健康的工作环境并融入其中。Duties & Responsibilities:To ensure guest satisfaction by providing excellent food and beverage service, in a friendly, competent and professional manner. Promoting a fun work environment and being a team player.1. Food & Beverage Department1.1. Prepare the Bar for Service Ensure that the work area is clean at all the times Prepare the bar display cabinet. Prepare enough beverages for service Handle glassware for service / flatware for service and china for service Prepare bar stations Prepare bar counter service Prepare the garnish Prepare ice cubes and ice water Take and record special information Arrange special occasions Prepare outlet for guest comfort1.2. Check the Bar Equipment Check the refrigerator Clean bar equipment Sort and store bar equipment Check the bar gun Prepare service equipment and materials Check and prepare the champagne basket Check and prepare the wine holder1.3. Menu and beverage Knowledge Good command of food product and menu knowledge. Total knowledge & understanding of Food Preparation Standard & Procedure. Good command of beverage knowledge Know the recipes of cocktails on the List Good knowledge of Beverage service1.4. Carry Out Bar Service Wear appropriate uniforms for the area, as supplied by the hotel. Serve Food & Beverage in a friendly and professional manner. Greet and seat guest Remember guests names and address them by their surname. Adjust cutlery and glassware to suite drink choice Serve and clear food and beverage in the Bar Rectify spillage Present and finalize accounts1.5. Carry Out Bar Operations Prepare the bar for service Recommend and sell drinks to guests Take drink orders Prepare and serve drink orders Use trays Handle cash Prepare and use coffee making machine Clear and clean bar counter Relay bar counter Clean bar equipment1.6. Serve Wine Converse with guests about wine Explain the types and styles of wine Discuss the wine areas Advise guests on their wine choice Take wine orders Advise guests on wine1.7. Prepare and Serve Cocktails Promote and sell cocktails to guests Make and present cocktails1.8. Patron Care Advise guests on alcoholic beverages Identify the strengths of alcoholic beverages Advise guests on the effects of alcoholic beverages Comply with legal Provisions of State Liquor Act Assess level of intoxication of guest and take suitable action Assist guests to drink within appropriate limits Advise guest on the Hotels policy on smoking1.9. Carry Out Cellar Operations Use refrigeration system Operate the beer reticulation systems Operate the spirit and wine bulk dispensing system Adhere to stock control procedures Order stock and process orders1.10. Carry Out Open Bar Service (Bar) Set up the open bar Prepare and serve beverages from the open bar Display the open bar Clean and prepare open bar Involve guests in preparation of beverages Perform a range of service styles1.11. Prepare for Functions and Service Prepare room/ stations layout for function service1.12. Carry Out Room Service Take orders and Place orders Setup trays and trolleys Deliver and position trays and trolleys Serve meals and beverages Present the account1.13. Closing Duty Fill in the sales report Fill in the spoilage report Fill in the department transfer form Clean and lock all the equipment Close down the bar1.14. Food & Beverage Stock Receive and check beverage stock Check the overdue date of beverage Store stock according to hotel procedures Maintain storage area2. Stock Stock Control Handle and store stock according to stock control procedures3. Guest Service/Sales3.1. Guest Service/ Relations Complete the task according to the standard & procedure Deliver high quality service to guests Ensure guest needs and reasonable requests are met Seek opportunities to continually improve guest service Report any guest feedback to the supervisor on duty Abide by the Starwood Care Establish and maintain effective guest relations Demonstrate effective and appropriate interaction with guests whilst maintaining a professional approach and image Communicate with guests in a manner which promotes goodwill, trust and satisfaction Take appropriate action to resolve guest complaints To be empowered to handle special requests and complains from outlet guests3.2. Sell and Promote Products and Services Understand Starwood SPG plan Sell the hotel and Sheratons products and services using-selling and suggestive selling techniques Promote the hotel and Sheraton Products and services Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests4. Training Attend all kinds of hotel training Attend the department training Providing training support to new associates5. Computing5.1. Food & beverage Computer Programs Access and use Food & Beverage computer programs Be familiar with using micros POS.system. Must be knowledgeable and comfortable with all the functions and operations of the Micros Machine. Must also be able to process all transactions smoothly and efficiently with no delay to the guest.6. Safety/Cleaning/Maintenance/Communication6.1. Maintain a safe and Secure Working environment Be aware of duty of care, and adhere to occupational health and safety legislation, policies and procedures Initiate action to correct a hazardous situation and notify supervisors/ managers of potential danger Adhere to the hotels security and emergency policies and procedures Be familiar with property safety, current first aid and fire emergency procedures Log security incidents and accidents in accordance with hotel requirements6.2. Cleaning/Maintenance Programs Adhere to hotel cleaning and maintenance programs Ensure a high level of cleaning is maintained in your work area6.3. Comply with all Hotel and Corporate Guidelines Abide by the Sheraton Code of Conduct Abide by the Sheraton Employee Handbook Abide by both the Hotel and Sheraton policies and procedures6.4. Communication Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two-way communication Deal effectively with guests and workplace colleagues from a variety of cultures Work effectively in a team6.5. Other Tasks Carry out other tasks as directed by your supervisors- End -职责义务：以友好、娴熟的专业水准为客人提供出色的餐饮服务，最大限度的令客人满意。1. 餐饮部1.1. 准备酒吧服务 确保任何时间工作区域整洁 准备酒吧展示柜 准备足够的酒水 处理玻璃器皿 / 刀、叉、匙等餐具及瓷器餐具 服务柜台准备工作 提供吧台服务 准备鸡尾酒装饰 准备冰块、冰水 接收和记录信息 安排特别活动 为客人提供舒适环境1.2. 检查设备 检查冰柜制冷设备 清洁酒吧设备 分类及储存酒吧设备 检查酒吧枪 准备服务设备和材料 检查和准备冰桶 检查和准备酒架1.3. 菜单、酒水知识 熟悉餐饮资识和餐厅菜单。 了解并熟知所有食品准备的标准和程序 熟悉酒水知识 鸡尾酒的配制 酒水服务知识1.4. 提供酒吧服务 在工作区域确保制服整洁、大方 提供彬彬有礼的专业餐饮服务 熟悉饭店内服务设施，包括其他餐厅、酒吧及宴会厅房的名称 向客人问候并安排为其安排座位 根据酒水的选择调整餐具和玻璃器皿的搭配 在酒吧提供食品、酒水服务并打扫剩余食品、酒水 清洁客人弄脏的地方 作好最后结算工作1.5. 开展酒吧服务 准备酒吧服务 为客人建议并销售饮料 接收饮料定单 准备并为客人提供饮料 使用托盘 处理现金 准备并使用咖啡机 打扫并清洁吧台 重新收拾布置吧台 清洁酒吧设施1.6. 提供餐酒服务 与客人讨论酒水 解释酒水的类型和特色 讨论酒水的产地 为客人选择酒水提供建议 接收酒水定单 服务酒水1.7. 准备并服务鸡尾酒 促销并为客人销售鸡尾酒 制作并提供鸡尾酒1.8. 关照常客 为客人建议酒精饮料 确认酒精饮料的浓度 提醒客人酒精饮料的影响 遵守地区关于酒精的规定 估计客人的酒量并采取合适的行动 帮助客人不过量饮酒 提醒客人酒店的关于吸烟的政策1.9. 开展地窖冷藏工作 使用冷藏系统 实施网状啤酒系统 实施散装酒分发系统 坚持存货控制程序 定购存货并处理定单1.10. 开展展示服务（酒吧） 布置开放式吧台 在开放式吧台准备并服务饮料 展示开放式吧台 清洁并准备开放式吧台 使客人参与饮料的准备 开展一系列的特色服务1.11. 为特殊仪式做准备 设计特殊仪式服务的房间/布置1.12. 开展房内用餐服务 接收定单及处理定单 布置托盘和餐车 递送并放置托盘和餐车 提供食品和饮料服务 结帐服务1.13. 收档工作 填写销售报表 填写破损报表 填写内部转单 清理、保存所有物品 关闭酒吧1.14. 餐饮存货 接收并核查酒水存货 检查酒水过期日期 根据酒店程序储存存货 维护存储区域2. 存货 存货控制 根据存货控制程序处理和储存存货3. 对客服务/销售3.1. 对客服务/关系 根据标准与程序完成任务 向客人传递高水平服务 确保客人的需求和合理要求被满足 不断寻找机会发展对客服务 汇报客人意见及反馈 遵守喜来登顾客满意标准 建立并维持有效的对客关系 尽力记住客人的姓名并以姓氏称呼 以职业化的形象和态度实施有效的和合适的对客影响 以能够促进友好、信任和满意的态度与客人交流 采取合适的行动解决客人的抱怨 有承担