SCOPE 范围
The overall scope of the job include serving food and beverages to guests, providing a courteous, professional, efficient and flexible service consistent with the standards of the hotel and in line with Kempinski’s DNA values in order to encourage sales and maximize guest satisfaction.
总体工作范围包括为宾客提供餐饮服务，提供符合酒店标准和凯宾斯基 DNA 价值观的礼貌、专业、高效和灵活的服务，以鼓励销售并最大限度地增加宾客收入满意。
OVERALL OBJECTIVES 总体目标
The job of Waiter / Waitress is executed satisfactorily when:
服务员的工作范畴应确保完成以下职责：
· All rules & regulations are strictly adhered within the hotel including hotel’s policy on fire and safety as well as hygiene regulations including HACCP.
严格执行酒店内部所有规章制度和法规，包括酒店消防和安全政策，以及卫生法规，包括《危害分析及关键点控制管理体系》。
· The service team is well managed, having delegated the appropriate tasks to the team members.
对整体服务团队成员进行有效管理，并委派相应任务给团队成员。
· The sales are driven to the full potential and that budget is adhered to.
根据预算，创造销售潜力最大化。
· A High quality of product and service is maintained in the outlet.
始终保持服务产品的高质量和高品质。
MAIN RESPONSIBILITIES 主要职责
Responsible to Supervisor / Captain, Assistant
Manager and Restaurant Manager.
下属主管, 领班， 餐厅副经理及餐厅经理。
Report to duty punctually wearing the correct uniform, clean and well
pressed including appropriate shoes (polished) and name tag at all times according to the hotels dress code & Kempinski
grooming standards, maintaining a high standard of personal appearance and
hygiene at all times.
守时，穿着正确的工服，确保工服干净，熨烫平整，包括工鞋（闪亮发光），任何当班时间佩戴名牌，根据凯宾斯基饭店仪容仪表标准，维护个人整体形象，确保个人保持良好的卫生标准。
A courteous, professional and efficient service is provided at all
times.
任何时间，为客人提供礼貌，专业且高效率的服务标准。
All duties and tasks are performed as per the tasks required.
根据工作职责需求，完成所有相关工作任务与职责。
Be knowledgeable of all services and products offered.
熟练掌握要求的服务标准和产品知识。
Monitor operating supplies, equipment and reduce spoilage and wastage successfully.
监控下属的运营物品，设备；有效减少破损和浪费现象。
Ensure that the restaurant closing and opening procedures are
carefully implemented.
确保认真执行餐厅关餐和开餐流程。
Report guest complaints immediately to Supervisor and Captain,
ensuring follow up is performed with the guest.
向主管及领班时上报客人投诉，确保跟进客户处理意见。
Understand and strictly adhere to the rules & regulations
established in the hotel’s policy manual and the hotel’s policy on fire,
hygiene, health & safety.
了解并严格按照酒店管理手册和酒店消防安全政策，卫生标准和健康法规执行。
Maintain a good rapport and work relation with staff in the assigned
department and within the hotel.
与本部门同事和酒店其他部门同事保持良好关心。
Attend and contribute to all staff meetings, departmental training
and hotel initiated training scheduled.
定期参加全体员工会议，部门培训和酒店培训。
Undertake reasonable tasks and secondary duties as assigned by the Supervisor
and Captain.
根据主管及领班分配的任务，承担合理工作任务和附加职责。
Assist in carrying out scheduled inventories of products and operating
equipment.
协助做好物品及运营设备的盘点工作。
Perform any other assigned reasonable duties and responsibilities as
assigned.
执行合理工作安排并承担责任与义务。
Projecting at all times a positive and motivated attitude and exercise
self-control.
保持积极上进的心态，并锻炼自我的控制能力。
Fully understand the concept and being able to act as a
guardian in terms of service provided, food and beverages served and the
guidance of the team.
充分理解服务项目，并能够知道团队所提供食品和酒水，以及服务。
Participate in restaurant daily preshift
meeting and share customer information with employees.
参加部门班前会议，与员工共同分享客户资料信息。
Welcomes the clients upon their arrival in a friendly and caring
manner according to the Kempinski standards. If appropriate, offers to
take care of client’s coat and hangs them in cloakroom.
依据凯宾斯基饭店的标准当客人到达餐厅时欢迎客人的到来，态度友善。
Escorts clients to a table, balancing the customer flow among the
service sections, taking into account requests for a particular table or
section, depending on availability.
根据餐厅客人就餐情况，合理安排客人就坐，并确认可供客人就餐的桌位。
Provides menus to the clients once seated and lets them know a
waiter will soon be helping them. Informs waiter on arrival of new clients
in their section and verifies that the waiter has acknowledged the
clients.
当客人就坐后为客人提供餐单，并告知客人服务员马上就来为您服务。告知当区服务员就坐客人桌位，开始为客人服务。
Answers phone calls from the Host / Hostess desk according to the
Kempinski standards.
根据凯宾斯基饭店服务标准，在领位台负责接听电话。
Answers all client questions / requests in a friendly and caring
manner, takes appropriate actions or if needed, refers the matters to the
relevant persons to handle. It may be providing information taking a
reservation handling a complaint etc.
在接听电话时，友善并热情地回答客人提出的问题，如果需要做出相应的抉择，或安排相关人员解决客人需求。接听预定和投诉也是领位的工作之一。
Keeps abreast of items on outlet menu, special promotions and hotel
product knowledge.
确保为客人提供最新的餐饮信息，新品推出，每日特选和其它相关信息。
Assists with the duties of waiters as needed such as taking the
beverage order, serving a food or beverage item, resetting a table,
replacing chairs, in order to maintain service effectiveness and
efficiency.
如有需要，协助服务员的工作，例如为客人点酒水，服务酒水和食品，摆台，整理桌椅以确保为客人提供便捷有效的服务。
Verifies that all menus are in good condition, clean and tidy, if
not, takes appropriate actions. Maintains the neatness of his/her working
area at all time.
确保所有的菜单干净，整洁无破损，如有破损的情况立即订购或维修。保持工作区域的干净整洁。
Collects business cards and guest comments cards. Keeps record of
clients’ needs to ensure they are met during their next visit.
收集客人的名牌和客户信息。详细记录客人信息，确保客人再次光临时的服务符合客人标准。
Greets guest
at the table promptly after their arrival and informs them of specials and
promotional menu, makes suggestions and answers questions regarding food,
beverages and service.
在客人到达餐厅落座之后，向客人问好，并向客人热情地推荐当日的特色菜品和推荐菜品，做好推销工作并回答客人关于食品及酒水所提出的问题，做好对客服务工作。
Takes food
and beverage orders from guests (either written or memorized) and relays
the order to kitchen staff and bartender as appropriate.
为客人点酒水（记录在点菜单上），并及时把点菜单送至厨房员工和酒吧员工进行准备。
To
conscientiously implement energy conservation, emission reduction, and
green environmental protection projects, employees should proactively and
politely remind guests to order in appropriate amounts and reduce waste in
accordance with the standards and consumption concepts of the CD-ROM
Action.
认真贯彻与执行节能减排，绿色环保工程，员工应该根据光盘行动的标准及消费理念，主动并礼貌地提醒客人适量点餐，减少浪费。
Processes
guests’ orders in a timely manner whilst verifying that all items are
prepared according to guests’ requests and standards, offering a friendly
and caring service at all time.
确保客人的点单及时有效的送至相关人员进行制作，并确认所有的菜品及酒水按照客人的要求为客人做好准备。随时随刻为客人提供友善的服务。
Keeps a
discreet eye on the guests to ensure they are satisfied with the food and
service, anticipates and responds to any additional requests and to
determine when the course/meal has been completed.
时刻关注客人的需求，保持与客人的眼神交流。确保客人在用餐过程中，对我们的食品和服务满意，预测和回应客人所提出的其它问题并作出决定。
Presents the
check to the guests according to the outlet standards. Upon acceptance of
payment, refers checks and closed check, credit card slip or change to the
guests, as appropriate.
根据餐厅标准为客人提供账单，在客人支付账单之后，为客人结账（信用卡，现金或房帐）。
Sets up
tables for each course according to the outlet standards. During the meal,
after each course, removes dirty dishes and silverware from table and
changes ashtray upon needs. After the meal, cleans and resets the table.
根据餐厅标准，为客人每一道菜品摆放餐具。在客人用餐期间，每一道菜品用完之后，从客人桌上为客人撤下脏盘子和其它器皿。如有需要，为客人及时更换烟灰缸。在客人用餐完毕之后，清理餐桌并重新摆台。
During lower
occupancy of the outlet, assists with stocking the workstations, polishing
silverware from table and folding napkins.
在餐厅淡季的时候，协助其他员工整理服务台，擦拭器皿以及叠口布。
Keeps
abreast of the food and beverage promotions, new menu items, daily
specials, and other relevant information for the outlet guests.
保持为客人提供最新的餐饮推销信息，新品推出，每日特选和其它相关信息。
Bids farewell to guests upon their departure from the outlet and
invites them to come again. If needed, offers assistance with their coat.
客人就餐完毕时同客人告别，并欢迎客人再次光临。如有需要，帮助客人取放衣物。
· Keep grooming match with standard.
根据饭店及品牌标准保持个人仪容仪表。
· Conduct health regulation, safety policy.
执行健康及安全法规、政策及程序。
· Settle danger situation and inform potential danger.
采取行动排除危险情况，并及时通知危险隐患。
· Carry out all the process of safety emergency.
执行酒店安全紧急情况政策及程序。
· Ensure heart of house clean, safe and hygiene.
保证酒店后场区域与前场区域保持同样干净、安全、卫生。
· Keep analysis, evaluate, improve self-behavior.
不断分析、评估、改进个人工作表现。
· Comply with code of conduct.
遵守道德行为规范。
· Comply with Staff Handbook and related policies.
遵守《员工手册》的相关规定。
· Complete the temporary job assigned by there porting leader.
完成上级安排的临时性工作。
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