Position Summary职位概述:
1. To maintain a high customer service focus by approaching your job with the customers always in mind.
以顾客至上的理念提供高品质服务。
2. To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
心态积极乐观，责任心强，能主动解决问题。能确保和同事、客人保持清晰的交流。
3. To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new
skills or knowledge in order to improve your personal performance.
接受激励，注重承诺。热爱本职工作，能抓住学习机会及时掌握新技巧、新知识以提高个人修养。
4. To be flexible, responding quickly and positively to changing requirements including the performance of any
tasks requested of you.
反应灵活、迅速，积极迅速地响应各种要求。
5. To maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.
具有较强的团队合作精神，通过与同事合作和对同事的工作表示支持完成团队任务。
6. To actively promote the services and facilities of the Hilton Hotels to guests and suppliers of the Hotel.
积极向客人和供应商推销希尔顿酒店的服务和各项设施。
7. To perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
在履行自己的工作职责时能确保自己的人身和财产安全。
8. Creating an environment where everyone in the department is focused on “creating that special moment” to deliver exceptional customer service.
营造一个理想的服务环境，使部门内所有员工都致力于为客人提供优质卓越的服务。
9. Actively seeking verbal feedback from customers and staff at each service period.
在每一个服务阶段都积极收集客人与同事的言语反馈。
10. Constant consultation with the Manager, agreeing and implementing actions to make improvements to customer service.
与经理保持沟通，支持并实施提高对客服务质量的各种措施。
11. Positively dealing with and learning from customer complaints and follow up on comments and feedback to
the Restaurant Manager.
积极地处理客人投诉并从中获取经验。跟进客人对投诉处理的评价，并将结果反馈给餐厅经理。
12. Making sure all customer requests and queries are responded to promptly (within 24hours) and effectively while assisting on the floor during meal periods each day.
在每天餐厅营业时段协助服务时确保所有客人的要求和疑问得到及时（24小时内）有效的答 复。
13. Be Pro-Active towards guests, assisting them with any reasonable requests, and training all staff to see these
things before the guests ask.
主动接近客人，满足客人的合理要求。培训部门员工，使他们能在客人提出问题之前满足客人的意外之需。
14. To ensure all standards for Service Delivery as identified in the Guest Satisfaction Manual and the Standard Operating and Procedures Manual are consistently delivered throughout the department.
确保在整个部门内使用标准操作流程提供让客人满意的高品质服务。
15. Maintaining in-depth technical knowledge and skills required for the job.
对工作所需的知识和技能熟练掌握。
16. To establish good communication with the Kitchen team and other relvant department.
与厨房及其他相关部门保持良好的沟通。
17. Understanding the aims of the hotel and the department’s role in achieving it
在实施管理过程中了解酒店和部门的目标。
18. Communicating goals and targets to the team.
与团队成员交流目标与任务。
19. Getting members of the team to work co-operatively with others.
让团队中的成员协同合作。
20. Assist with keeping the team up-to-date about departmental, hotel and company activities through regular communication meetings & memos. This includes special events and promotions in the restaurant.
通过定期的沟通会议、备忘录来协助更新团队、酒店、集团的活动信息。这包括餐厅特别活动和促销活动。
