Customer Service宾客服务
· Ensure the delivery of brand promise and provide exceptional guest service at all times.
确保遵循品牌承诺并始终提供优异的对客服务。
· Provide excellent service to internal customers in other departments as appropriate.
在适当的时候为其他部门的内部客人提供优质服务。
· Handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
礼貌而高效地处理所有客人和内部客人的投诉和询问，确保问题得到圆满解决。
· Maintain positive guest and colleague interactions with good working relationships.
与客人和同事保持基于良好工作关系的互动接触。
· Establish a rapport with guests maintaining good customer relationships.
与客人建立并保持良好的客户关系。
Operational 营运
· Ensure that minimum brand standards have been implemented.
确保贯彻执行酒店所有品牌标准。
· Embrace all the standards of Niccolo Hotels Global expectations.
遵循执行全球尼依格罗酒店期望。
· 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.
以支持和灵活的态度与其他员工紧密合作，着眼于整个酒店的成功和酒店客人的满意度。
· Ensure that Restaurants, Bars & Events colleagues work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
以支持和灵活的态度和“团队协作”的精神与其他部门合作。
· Present menu to guest, answer guest inquiries and offer food, beverage and service suggestion.
向客人呈送菜单，回答客人问询并为客人提供关于食品、饮料及服务的建议。
· Make order according to the procedures set and serve guests food and drink.
按照程序点餐，为客人服务食品及饮料。
· Fully conversant with all aspects of the Infrasys System.
完全了解电脑系统的各方面。
· Ensure all Restaurants, Bars & Events items, equipment and other facilities are maintained according to department operation manual.
根据部门营运指南确保部门内所有餐饮物品、设备和其他设施得到妥善保管和维护 。
· Record the guest order and provide products and services, without undue delay.
记录客人点菜并及时提供产品和服务，不得无故延误。
· Familiar with restaurant menu and wine list.
熟悉并对餐厅菜单和酒单有相当的了解。
· Upsell the drinks to increase revenue.
促销饮品以提高营业收入。
· Report all difficulties and problems to captain, shift leader or assistant manager, having them follow through to make sure problems are resolved satisfactorily.
向餐厅领班、主管、副经理报告所有困难及问题，以便解决和跟进。
· Ensure par stock level of all items and guest supplies according to hotel requirement.
保持所有酒水和客人供应品的标准库存量。
· Ensure well prepare before the meal according to requirement and operation need.
确保根据要求和运作需要做好餐前准备工作。
· Ensure that the outlet is kept clean and organized, both at the front as well as the back of house.
清洁并重新摆设餐台和餐桌。
· Prepare and serve the cocktail based on the request.
根据要求准备及服务鸡尾酒。
· In the special promotion or activity, assist the setup and decoration at restaurant.
在特别推广或活动期间，根据活动主题协助餐厅的摆台和装饰。
· Ensure that all drinks are kept in a suitable temperature.
确保所有饮品在适合温度下的妥善储存。
· Ensure that all cups are clean and light.
确保所有杯具的光亮、洁净。
· Assist in the bar and keep accurate inventory records.
协助对酒吧的盘点并保持准确的盘存记录。
· Replenish beverage for the bar.
补给酒吧饮品。
· Exercise cashier function according to requirement.
按照要求执行收银员职能。
· Verify cash received ensuring only genuine money been collected.
核对收取的现金，确保无伪钞。
· Verify all credit cards presented by guest before to validity of the card.
核对所有客人信用卡，确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.
严格遵守财务部发出的关于收银及现金处理的政策和程序。
Personnel 人事
· Support, demonstrate and reinforce the Niccolo Hotels Values and Culture Characteristics.
支持、证明并加强尼依格罗酒店价值观和文化的特点。
Other Duties 其他职责
· Understand and strictly adhere to Rules and Regulations established in the Colleague Handbook and the hotel's policies concerning fire, hygiene, health and safety.
理解并严格遵守员工手册中的规章制度以及关于消防、卫生、健康和安全的酒店政策。
· Ensure high standards of personal presentation and grooming.
确保高标准的个人形象和仪容仪表。
· Respond to changes in the Restaurants, Bars & Events function as dictated by the industry, company and hotel.
根据行业、公司和酒店对于餐饮及宴会职能要求的变化做出反应。
· Exercise responsible behavior at all times and positively representing the hotel and Wharf Hotels.
在任何时间表现负责的行为，并以积极的形象代表酒店管理团队和九龙仓酒店集团。
· Attend training sessions and meetings as and when required.
参加培训课程和会议。
· Carry out any other reasonable duties and responsibilities as assigned.
执行分派的任何合理任务和职责。
