中餐厅服务员

### 一、餐前准备 Pre-service Preparation

1. 01

   按万豪中餐标准完成摆台、备边台，准备餐具、调料、公筷公勺、茶水、菜单，检查餐具完好洁净。 Set tables and side stations per Marriott Chinese restaurant standards, prepare tableware, seasonings, serving chopsticks, tea and menus, check tableware for cleanliness and integrity.

2. 02

   熟悉菜单、食材、烹饪方法、口味、特色推荐、沽清菜品，了解酒水、茶品知识；熟记包厢预定、VIP 信息，提前做好包厢布置。 Master menu, ingredients, cooking methods, flavour, daily specials and sold-out items; familiarize with tea & beverage knowledge. Check reservations and VIP information, prepare private dining room in advance.

3. 03

   检查责任区域环境卫生，桌椅、地面、绿植、灯具；自查仪容仪表，工装整洁，符合万豪员工形象标准。 Inspect cleanliness of assigned area including tables, floor and decorations. Maintain neat uniform and grooming in line with Marriott associate appearance standards. ### 二、对客服务 Guest Service

1. 01

   热情迎宾、引客入座，递上茶水与菜单，主动介绍特色菜品，耐心解答宾客咨询；确认忌口、食物过敏、特殊饮食要求并同步厨房。 Warmly welcome and seat guests, serve tea and present menus, recommend signature dishes and answer enquiries. Confirm food allergy and dietary restrictions and inform kitchen.

2. 02

   准确点单，使用酒店系统录入订单，核对桌号、菜品、份数、口味要求，避免漏单、错单；跟进出菜进度，及时向宾客反馈等待时间。 Take orders accurately, input in POS system, verify table number, dishes, quantity and preferences to avoid mistakes. Follow up order progress and inform guests of waiting time.

3. 03

   规范上菜、报菜名，适时分餐、更换骨碟、添茶水、换烟灰缸，主动巡台预判宾客需求；留意用餐体验，及时汇报宾客不满。 Serve dishes properly, announce dish name, perform portioning, replace bone plates, refill tea and change ashtrays. Proactively check tables and report guest dissatisfaction promptly.

4. 04

   用餐完毕，核对账单，礼貌呈送账单，协助结账；宾客离店致谢，欢迎再次光临。 Check bill accuracy, present check politely and assist payment. Thank guests upon departure and invite them to return. ### 三、餐后收尾与区域管理 Reset & Area Management

5. 01

   客人离席后快速收台、清理餐具，按标准重新摆台，完成翻台，保持餐厅随时处于接待状态。 Clear tables promptly after guest departure, reset tables quickly to maintain readiness for next guests.

6. 02

   做好边台物料补给，盘点餐具，上报破损；落实 “随做随清”，保持工作区域干净整洁。 Restock side station supplies, count tableware and report breakages. Follow clean-as-you-go policy to keep work area tidy.

7. 03

   妥善保管客人物品，保护酒店资产；严格保护宾客隐私与信息，遵守保密要求。 Take good care of guests’ belongings and hotel assets, protect guest privacy and information confidentiality. ### 四、沟通、安全与合规 Communication, Safety & Compliance

8. 01

   与厨房、传菜、领班密切沟通，反馈出品问题、宾客需求，配合团队完成包厢、宴会等大型接待。 Communicate closely with kitchen, food runners and supervisor, feedback production issues and guest requests, support private dining and banquet events.

9. 02

   遵守食品安全规范，杜绝交叉污染；熟悉消防、应急流程，发现安全隐患、意外事故立即上报领班。 Follow food safety procedures to avoid cross-contamination. Be familiar with fire and emergency procedures, report hazards and incidents immediately.

10. 03

    妥善记录宾客意见，第一时间上报管理人员；不擅自承诺补偿，按酒店流程处理宾客投诉。 Record guest comments and escalate to supervisor timely. Do not promise compensation without authorization, handle complaints following hotel procedure.

11. 04

    完成上级安排的其他工作。 Perform other duties assigned by supervisor.