餐饮服务专家

General主要任务  Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.  用微笑、眼神交流和友好的口头问候来欢迎和感谢每一位客人，尽可能使用客人的名字。  Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.  预测客人的服务需求，包括向客人提问以更好地了解他们的需求，观察/倾听客人的需求偏好，并尽可能采取行动。  Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (enter brand specific programs) to resolve issues, delight, and build trust.  积极倾听并积极回应客人的问题、担忧和要求，使用特定于品牌或酒店的流程（进入特定于品牌的程序）来解决问题并建立信任。  Address guests' service needs in a professional, positive, and timely manner.  以专业、积极、及时的态度满足客人的服务需求。  Interact & engage with guests in conversation regarding their stay, property services, and area attractions/offerings.  通过和客人沟通住宿、服务的体验来和客人进行情感投入  Assist other colleagues to ensure proper coverage and prompt guest service.  协助其他同事保证覆盖所有的对客服务需求  Thank guests with genuine appreciation and provide a fond farewell.  以真诚的感激之情感谢客人，并致以亲切的告别。  Familiar with FB Mini App, STO and related MI F&B initiatives  熟悉餐饮Mini小程序，STO及万豪国际相关的餐饮活动  Social Media sense support build property/outlet reputation.  具备社交媒体意识，帮助酒店/餐厅建立良好信誉  Familiar with loyalty program and monitor F&B enrolment process.  熟悉宾客忠诚计划并实时监测餐饮登记注册流程 General Food and Beverage Services 餐饮服务  Maintain cleanliness of work and guest areas by clearing, collecting and returning food and beverage items to proper area, practicing clean-as-you-go procedures.  通过清理、收集食物和饮料并将其放回到适当的区域，保持工作和客人区域的干净整洁，做到随手清理原则。  Communicate additional meal

, allergies, dietary needs, and special requests with the respective kitchens, and ensure guests’ orders are delivered.  与后厨沟通确认客人的额外用餐要求（如过敏源、饮食需求和其它特殊要求），并确保客人的订单成功送达。  Set tables according to type of event and service standards, including types of linens, glassware, plate/chinaware, and silver/flatware, ensuring all supplies meet quality standards.  根据活动类型和服务标准布置餐桌，包括亚麻布、玻璃器皿、盘子/瓷器和银/餐具的类型，确保所有用品符合质量标准。  Pick-up trays and clean tables as needed to ensure a clean dining area.  因需回收托盘并清洁餐桌，确保用餐区的干净整洁。  Follow appropriate procedures for serving alcohol, follow local Training & Guidance process, and all states & local laws for serving alcohol responsibly (e.g., last call times)  遵循适当的侍酒程序，遵循当地的培训和指导流程，以及所有州和地方法律，以负责任的方式提供饮酒服务  Retrieve and deliver food and beverage orders in a timely manner.  及时取回并交付食品和饮料订单。  Perform other reasonable duties as requested.  根据要求履行其他合理职责。  Requisition all necessary supplies, specifically bottle-for-bottle liquor restock, transporting supplies from storeroom to bar set-up area as required.  征用所有必要的用品，特别是瓶装酒的补货，根据需要将用品从储藏室运送到酒吧设置区。  Greets and receives guests, checking of reservation and table management system as to the assigned table and seats guest as per Sequence of service while explaining special restaurant features  接待客人，根据服务顺序检查预订和餐桌管理系统，并为客人安排座位，同时解释餐厅的特色  Introducing menus and making recommendations depending on meal period and briefing instructions  根据用餐时段和操作指南介绍菜单并向顾客提供推荐与建议  Taking orders by following outlet specific Sequence of Service and applying upselling techniques  按照餐厅的指定服务顺序接受订单，并应用促销技巧提升客单价；按照标准程序在餐厅的POS系统中处理订单  Processing orders in the outlets’ POS system, following the standard procedure  按照标准程序在餐厅的POS系统中处理订单  Have sound knowledge of outlets food and beverage menus and daily specials and can clearly explain these to the outlet's patrons.  对餐厅的食品和饮料菜单以及每日特色菜肴有一定的了解，并能向顾客做出清晰的解释与介绍。  Prepares beverages as per section assignment and adheres to service standards by meal period and type of service  根据章节分配准备饮料，并遵守用餐时间和服务类型的服务标准  Oversee, guide and work closely with trainees and casuals working in the same outlet  监督、指导并与餐厅实习生和临时工保持密切合作 Banquet Room Set-up宴会厅布置  Set tables according to type of event and service standards, including types of linens, glassware, plate/chinaware, and silver/flatware, ensuring all supplies meet quality standards.  根据活动类型和服务标准布置餐桌，包括桌布、餐巾布、玻璃器皿、盘子/瓷器和银/餐具等类型，确保所有用品符合质量标准。  Prepare coffee breaks, carts, and stations with appropriate food and beverages as stated in Banquet Event Order.  按照宴会活动订单的规定准备茶歇、餐车并配备适当的食物和饮料。  Prepare tables, action stations, buffets, service carts, dessert table/carts and cordial carts with specified tools, wares and equipment according to company standards.  根据公司标准，用指定的工具、用品和设备布置餐桌、活动台、自助餐、餐车、甜点桌/推车和饮料推车等。  Ensure cleanliness of room vacuuming and dusting.  确保会议场所的清洁度达标。 Banquet Room Bussing and Cleaning宴会厅的清理与整洁  Bus tables by removing and separating tableware, plateware, glassware, and flatware.  撤除餐具、玻璃器皿后进行餐桌清理。  Monitor tableware to ensure it is presentable to guests, including checking for cleanliness, cracks, and chips.  监督并确保所有餐具都能符合客人的要求，包括检查餐具的清洁度、如是否存在裂纹和碎屑等。 Banquets宴会服务  Understand and review all requirements based on BEO (Banquet Event Order) prior the event. Respond to and try to fulfill any special banquet event arrangements requested by guest. 根据BEO（宴会服务订单）了解，复盘订单需求。尽量做到满足客人对宴会活动安排所提出的要求。  Replenish buffet items to ensure consistency and freshness in presentation from opening to closing.  及时补充自助餐饮食，以确保宴会中的餐饮食材的丰盛度和新鲜度。  Follow up on special banquet event arrangements requested by guest to ensure compliance.  基于客人的要求，跟进特定的宴会活动安排以确保合规性。  Assist and instruct guests/customers regarding proper usage and operation of AV equipment and Internet.  协助和指导客人/客户正确使用和操作影音设备和网络。 Beverage, Coffee Cart and Bartending饮料、咖啡和调酒  Inspect the cleanliness and presentation all china, glass, and silver prior to use.  使用前检查所有瓷器、玻璃和银制品的清洁度和外观。  Prepare drink orders for guests according to specified recipes using measuring systems.  使用测量系统根据指定的配方为客人准备饮料订单。  Maintain cleanliness and condition of bar, bar unit (CO2 lines, soda tanks, soda guns, drain, etc.), tables, and other tools, following all set-up guidelines.  按照操作指南，确保酒吧、酒吧装置（如二氧化碳管线、苏打罐、苏打枪、排水管等）、桌子和其他工具的清洁度和工作状态。  Document and communicate any incidents/accidents immediately to management and Loss Prevention during shift or event.  在轮班或活动期间，如发生任何事件/事故，应立即传达给管理层和防损部。  Stock and restock ice, glassware, paper supplies and liquor.  储存和补充冰块、玻璃器皿、纸张和酒类。  Requisition all necessary supplies, specifically bottle-for-bottle liquor restock, transporting supplies from storeroom to bar set-up area as required.  储备好所有必要的用品，特别是瓶装酒的补货，根据需要将用品从储藏室运送到酒吧设置区。  Anticipate and communicate replenishment needs promptly, ensuring no shortages throughout scheduled function time, and ensuring proper authorization for additional payments as required prior to replenishing.  及时预测和沟通补货需求，确保在整个计划活动时间段内不会出现物品短缺，并确保在补货前根据需要适当授权额外付款。 Opening & Closing开工与打烊  Complete opening and closing duties in the assigned department, including storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning equipment to proper locations, locking refrigerators, restocking items, turning off lights, locking and unlocking doors, and completing daily cleaning checklist.  负责部门工作区域的开工和打烊工作，包括储存所有可重复使用的物品、拆分货品、清洁设备和工作区域、并将使用设备放回原处；锁上冰箱、补充货物、开关灯、门窗解/上锁，以及完成填写日常清洁检查表。  Closing Alcohol inventory to be done and reported in daily reports.  关闭酒类库存，并在每日报告中报告。  Complete scheduled inventories (e.g., opening inventory) of supplies, food, and liquor to check stock and requisition necessary supplies.  完成供给品、食品和酒类的计划库存（如期初库存），检查库存并采购必要的补给。  Retrieve keys from Security department and open up the department, unlock doors, turn on lights, AC’s and perform other opening duties for the Events Service Department.  从安全部门取回钥匙后完成部门工作区域的开工准备工作（如解锁开门，开灯/空调并执行其他相关工作任务等）。 Steps of Service 服务步骤  Answer questions on menu selections, and check with kitchen staff whenever additional clarification is necessary.  回答有关菜单选择的问题，并在需要进一步澄清时与厨房工作人员核实。  Communicate with the kitchen regarding the length of wait for food items, recook orders, and product availability.  与厨房沟通食物的等待时间、重新烹饪订单和产品供应情况。  Check in with guests to ensure satisfaction with each food course and/or beverages.  与客人沟通检查确认客人对每道菜和/或饮料都满意。  Present physical and accurate check and process payment, adhering to all cash handling and credit policies/procedures including added and received gratuity.  出示打印好的的账单小票并处理付款，遵守所有现金处理和信贷政策/程序，包括增收的小费。  Monitor and maintain the cleanliness of assigned tables and work areas including ensuring courses are cleared according to department standards and tables are properly crumbed when appropriate.  监督和维护餐桌和工作区域的清洁度，包括确保根据部门标准清理场所。  Welcome and farewell guests as per Sequence of Service by event.  按照服务流程欢迎和告别客人。 In-Room Dining/Room Service 客房餐饮/客房服务  Take room service orders over the phone by following proper telephone etiquette to meet the BSA requirement, answering any questions regarding the menu, inputting order into appropriate system, up-selling, following method of payment policies, reading back the order to confirm its accuracy, and providing expected delivery time.  通过电话接受客房餐饮服务订单并按照BSA要求执行恰当的电话礼仪，回答有关菜单的任何问题，将订单输入相应的系统，进行追加销售，遵循付款政策，检查确认订单准确性，并提供预期的送餐时间。  Place and log call back for room service order within appropriate time frame to ensure guest satisfaction.  在适当的时间范围内安排客房餐饮服务电话回访，确保客人的满意度。  Notify guests and management of delays in service delivery and record any issues or complaints via GXP system.  如发生送餐延迟，需通知客人和管理层，并通过GXP系统记录任何问题或投诉。  Deliver VIP amenities and F&B orders to guest rooms and suites as per sequence of service and standard.  按照服务顺序和标准向客房和套房提供VIP设施和餐饮订单服务  Collect, clear and remove trays and trolleys from corridors and guest rooms.  从走廊和客房回收清理托盘和餐车。 Communication 沟通表达  Speak to guests and colleagues using clear, appropriate and professional language.  使用清晰、恰当和专业的语言与客人和同事进行交谈。  Communicate with guests, other employees, or departments to ensure guest needs are met.  与客人、其他员工或部门沟通，确保客人的需求得到满足。  Talk with and listen to other employees to effectively exchange information.  与其他员工交谈并倾听他们的意见，积极交换信息。  Provide assistance to coworkers, ensuring they understand their tasks.  为同事提供帮助，确保他们理解自己的工作任务。  Discuss work topics, activities, or problems with colleagues, supervisors, or managers discreetly and quietly, avoiding public areas of the property.  与同事、主管或经理谨慎而安静地讨论工作主题、活动或问题，沟通时应避开酒店的公共区域。  Answer outlet telephones following respective standards when needed  必要时按照相应标准流程接听餐厅电话问询  Fill in for Hostess when required  必要时，充当领位员的职责。  Be confident to connect with Event Management Team to discuss important points of the event, obtain BEO Change logs, etc.  与活动策划团队沟通时保持自信大方，讨论了解活动的要点并获取BEO更改日志等。  Communicate with service supervisor and or chef in charge when any requests are being address to oneself  当出现针对员工个人的请求时，请与服务主管和/或主管厨师沟通 Working with Others 与他人合作  Support all colleagues and treat them with dignity and respect.  乐于助人，尊重同事。  Develop and maintain positive and productive working relationships with other employees and departments.  与其他员工和部门建立并保持积极有效的合作关系。  Partner with and assist others to promote an environment of teamwork and achieve common goals.  与他人合作，努力创造良好的团队工作氛围，实现共同目标。  Follow proper FSQM procedures to when doing services.  对客服务时遵守FSQM相关流程 Quality Assurance/Quality Improvement 质量保证/质量改进  Comply with quality assurance expectations and Brand standards.  符合质量和品牌标准。  Ensure all Brand standards for Restaurant and Private dinning are followed as per the guidelines.  确保餐厅和私人用餐的所有品牌标准都按照指南执行。 Safety and Security 安全与安保  Report work-related accidents, or other injuries immediately upon occurrence to manager/supervisor.  一旦发生任何工伤事故，应立即向经理/主管报告。  Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.  遵守公司和部门的安全安保政策和流程，保持工作环境的良好与安全性。  Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.  识别和纠正不安全的工作程序，并/或向管理层和安保/安全人员报告。  Use proper equipment and tools, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.  使用适当的设备和工具，穿戴适当的个人防护服（PPE），并在必要时采用正确的起吊程序，以免受伤。  Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).  遵循酒店特定程序处理紧急情况（如疏散、医疗紧急情况、自然灾害等）。  Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.  遵循工具、设备和机器的安全操作和储存政策与流程。  Complete appropriate safety training and certifications to perform work tasks.  完成相应的安全培训和认证以执行工作任务。 Policies and Procedures 政策与流程  Protect the privacy and security of guests and coworkers.  保护客人和同事的隐私和安全。  Follow company and department policies and procedures.  遵守公司和部门的政策和流程。  Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.  确保制服、名牌和个人外表干净、卫生、专业，并符合公司政策和程序。  Maintain confidentiality of proprietary materials and information.  维护专有材料和信息的机密性。  Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.  根据公司政策和流程保护公司工具、设备、机器或其他资产。  Perform other reasonable job duties as requested by Supervisors.  按照主管的要求履行其他合理的工作职责。  Follow the requirements and tasks as defined in GC Food & Beverage Cashiering SOP if associate handles cash.  如果员工处理现金，请遵守万豪国际亚太地区GC Food & Beverage Cashiering SOP中的规定