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崗位職責/職位描述

Customer Service賓客服務

·?????????? Ensure the delivery of brand promise and provide exceptional guest service at all times.

確保遵循品牌承諾并始終提供優(yōu)異的對客服務。

·?????????? Provide excellent service to internal customers in other departments as appropriate.

在適當的時候為其他部門的內部客人提供優(yōu)質服務。

·?????????? Handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

禮貌而高效地處理所有客人和內部客人的投訴和詢問，確保問題得到圓滿解決。

·?????????? Maintain positive guest and colleague interactions with good working relationships.

與客人和同事保持基于良好工作關系的互動接觸。

·?????????? Establish a rapport with guests maintaining good customer relationships.

與客人建立并保持良好的客戶關系。

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Operational? 營運

·?????????? Ensure that minimum brand standards have been implemented.

確保貫徹執(zhí)行酒店所有品牌標準。

·?????????? Embrace all the standards of Niccolo Hotels Global expectations.

遵循執(zhí)行全球尼依格羅酒店期望。

·?????????? Work closely with other Outlet Managers in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

以支持和靈活的態(tài)度與其他員工緊密合作，著眼于整個酒店的成功和酒店客人的滿意度。

·?????????? Ensure that Restaurants, Bars & Events colleagues work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.

以支持和靈活的態(tài)度和“團隊協(xié)作”的精神與其他部門合作。

·?????????? Present menu to guest, answer guest inquiries and offer food, beverage and service suggestion.

向客人呈送菜單，回答客人問詢并為客人提供關于食品、飲料及服務的建議。

·?????????? Make order according to the procedures set and serve guests food and drink.

按照程序點餐，為客人服務食品及飲料。

·?????????? Fully conversant with all aspects of the Infrasys System.

完全了解電腦系統(tǒng)的各方面。

·?????????? Ensure all Restaurants, Bars & Events items, equipment and other facilities are maintained according to department operation manual.

根據部門營運指南確保部門內所有餐飲物品、設備和其他設施得到妥善保管和維護 。

·?????????? Record the guest order and provide products and services, without undue delay.

記錄客人點菜并及時提供產品和服務，不得無故延誤。

·?????????? Familiar with restaurant menu and wine list.

熟悉并對餐廳菜單和酒單有相當的了解。

·?????????? Upsell the drinks to increase revenue.

促銷飲品以提高營業(yè)收入。

·?????????? Report all difficulties and problems to captain, shift leader or assistant manager, having them follow through to make sure problems are resolved satisfactorily.

向餐廳領班、主管、副經理報告所有困難及問題，以便解決和跟進。

·?????????? Ensure par stock level of all items and guest supplies according to hotel requirement.

保持所有酒水和客人供應品的標準庫存量。

·?????????? Ensure well prepare before the meal according to requirement and operation need.

確保根據要求和運作需要做好餐前準備工作。

·?????????? Ensure that the outlet is kept clean and organized, both at the front as well as the back of house.

清潔并重新擺設餐臺和餐桌。

·?????????? Prepare and serve the cocktail based on the request.

根據要求準備及服務雞尾酒。

·?????????? In the special promotion or activity, assist the setup and decoration at restaurant.

在特別推廣或活動期間，根據活動主題協(xié)助餐廳的擺臺和裝飾。

·?????????? Ensure that all drinks are kept in a suitable temperature.

確保所有飲品在適合溫度下的妥善儲存。

·?????????? Ensure that all cups are clean and light.

確保所有杯具的光亮、潔凈。

·?????????? Assist in the bar and keep accurate inventory records.

協(xié)助對酒吧的盤點并保持準確的盤存記錄。

·?????????? Replenish beverage for the bar.

補給酒吧飲品。

·?????????? Exercise cashier function according to requirement.

按照要求執(zhí)行收銀員職能。

·?????????? Verify cash received ensuring only genuine money been collected.

核對收取的現金，確保無偽鈔。

·?????????? Verify all credit cards presented by guest before to validity of the card.

核對所有客人信用卡，確保所有信用卡均在有效期。

·?????????? Strictly adhere to all policies and procedures issued by the Finance with regard to cashiering and cash handling.

嚴格遵守財務部發(fā)出的關于收銀及現金處理的政策和程序。

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Personnel 人事

·?????????? Support, demonstrate and reinforce the Niccolo Hotels Values and Culture Characteristics.

支持、證明并加強尼依格羅酒店價值觀和文化的特點。

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Other Duties? 其他職責

·?????????? Understand and strictly adhere to Rules and Regulations established in the Colleague Handbook and the hotel's policies concerning fire, hygiene, health and safety.

理解并嚴格遵守員工手冊中的規(guī)章制度以及關于消防、衛(wèi)生、健康和安全的酒店政策。

·?????????? Ensure high standards of personal presentation and grooming.

確保高標準的個人形象和儀容儀表。

·?????????? Respond to changes in the Restaurants, Bars & Events function as dictated by the industry, company and hotel.

根據行業(yè)、公司和酒店對于餐飲及宴會職能要求的變化做出反應。

·?????????? Exercise responsible behavior at all times and positively representing the hotel and Wharf Hotels.

在任何時間表現負責的行為，并以積極的形象代表酒店管理團隊和九龍倉酒店集團。

·?????????? Attend training sessions and meetings as and when required.

參加培訓課程和會議。

·?????????? Carry out any other reasonable duties and responsibilities as assigned.

執(zhí)行分派的任何合理任務和職責。

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