MAJOR RESPONSIBILITIES 主要职责 :
No matter what do to, it takes to provide exceptional service to our customers and to strive for excellence to achieve customer satisfaction.
无论做什么，都是为了向客人提供优良的服务，使顾客满意。
To adhere to the three steps of service to all our guests:
为顾客服务的三个步骤:
l A warm and sincere greeting. Use the guest name, if and when possible.
真诚热情的问候，尽可能使用顾客的名字。
l Anticipation and compliance with guest needs.
预计并满足顾客的需要。
l Fond farewell. Give them a warm good-bye and use their name, if possible.
礼貌的道别，尽可能使用顾客的名字和他们说再见。
To assist the Restaurant Manager in daily operations of the restaurant in such a manner as to maximize revenues and minimize costs with particular attention to complete guest satisfaction, associate welfare, and profit margins.
协助经理负责餐厅每天的运营，努力降低成本、提高收入、特别是要使顾客满意、员工满意和使利润最大化。
SPECIFIC DUTIES 工作任务：
1. SAFETY AND SECRUITY 安全
l Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
遵守公司和部门安全政策和程序，以确保一个清洁，安全的环境。
l Report work related accidents, or other injuries immediately upon occurrence to manager.
报告与工作相关的事故，或其他损伤发生后立即向经理报告。
l Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
使用适当的设备，穿戴适当的个人防护服（PPE）和采用正确的搬运程序，是必要的，以避免因操作不当引起的伤害。
l Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
发现不安全的工作程序或操作及时纠正，并且向管理团队/安全负责人报告。
l Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
遵循酒店的政策和程序，安全操作和使用存储工具，设备和机器等。
l Complete appropriate safety training and certifications to perform work tasks.
完成相关的安全培训和认证确保正确的完成工作任务。
2. POLICIES AND PROCEDURE 政策和程序
l Protect the privacy and security of guests and coworkers.
保护客人和同事的隐私和安全。
l Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
按照公司的政策和程序保护公司的工具，设备，机器。
l Perform other reasonable job duties as requested by manager.
执行经理要求的其他合理工作任务。
l Maintain confidentiality of proprietary materials and information.
不得泄露酒店的保密资料和信息。
3. GUEST RELATIONS 客户关系
l Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
欢迎和感谢每一个客人要求面带微笑，有目光接触，使用友好的口头问候用语，称呼客人的名字。
l Address guests' service needs in a professional, positive, and timely manner.
专业、积极和及时的解决客人的服务需求。
l Thank guests with genuine appreciation and provide a fond farewell.
真诚的感谢客人并且与客人告别，欢迎下次惠顾。
l Assist other employees to ensure proper coverage and prompt guest service.
积极协助其他员工，以确保为客人提供及时满意的服务。
l 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.
预计客人的需求，包括通过观察和倾听客人的喜好向客人提问的方式，随时向客人提供专业的服务。
l Enforce Marriott’s Principles of Hospitality at all times.
始终贯彻万豪热情好客的原则。
4. COMMUNICATION 沟通
l Speak to guests and co-workers using clear, appropriate and professional language.
使用清晰、适当的和专业的语言与客人和同事沟通。
l Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
与同事、上级主管以及经理一起讨论工作中的关于主题、特定活动或者相关问题，注意保持使用适当的语调避免打扰到公共区域的其它客人。
5. ASSISTS MANAGEMENT 协助管理
l Ensure staff is working together as a team to ensure optimum service to guests.
加强员工的团队合作意识，确保为我们的客人提供最佳服务。
l Communicate with guests, other employees, or departments to ensure guest needs are met.
加强与本部门及其他部门同事的沟通，积极与客人交流以确保提供客人所需的服务。
6. WORKING WITH OTHERS 与他人合作
l Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
运用机智的、外交手段处理员工或客人的敏感问题，注意体现保护隐私与尊重的重要性。
l Support all co-workers and treat them with dignity and respect.
维护所有同事的尊严和尊重对待他人。
l Develop and maintain positive and productive working relationships with other employees and departments.
与其他员工和部门建立积极和富有成效的工作关系。
7. QUALITY ASSURANCE/QUALITY IMPROVEMENT 质量保证和质量改进
l Comply with quality assurance expectations and standards.
遵守质量保证的期望和标准。
8.OPERATIONS 运营任务
l Assist in the preparation of the yearly department budget by using history & forecasting techniques to develop an aggressive budget that reflects the achievable capabilities.
通过回顾历史记录和预测的方法协助准备部门年度预算，有助于发展部门收入的预算目标。
l Ensure the awareness & enforcement of all Marriott & Property L.S.O.P.’s.
确保了解并执行万豪和酒店的LSOP原则。
l Enforce operational Standards that are periodically reviewed & updated.
确保运营标准的周期性回顾与更新。
l Be responsible for maintaining outlet safety and sanitation standards at all times.
始终确保部门的安全和卫生标准。
l Enforce Marriott’s 70-point sanitation checklist by having all outlets inspected on a monthly basis.
执行万豪的70条卫生标准，每月对部门进行检查。
l Conduct a preventative maintenance inspection on a weekly basis.
做好每月预防性的维修检查。
l To be an example to motivate associates get success.
要成为员工的榜样、深入到员工之中去引导员工取得成功。
l Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
如遇紧急突发事件需遵循酒店相关的流程处理（如紧急疏散、医疗救助以及自然灾害等）。
l Read and visually verify information in a variety of formats (e.g., small print).
阅读和查看各种形式的信息（小字号印刷）。
l Stand, sit, or walk for an extended period of time or for an entire work shift.
工作期间注意及保持一贯的个人的站立、坐姿或行走的工作状态。
l Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance.
移动、举起、搬运、推动、拖拉少于或等于50磅重量的物品无需他人帮助。
l Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
控制、转动、操纵不同尺寸及重量需要精细操作技巧和手眼的协调能力。
l Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
举起物品超过头部或低于膝盖，包括弯曲、旋转、拉以及弯腰等。
9. OPENING 开档
l Complete opening duties including setting up necessary supplies and tools, including bank, and ensuring work area is clean and everything is in working order.
完成开档的相关工作，包括摆放布置所需的物品、工具及备用金，确保工作区域清洁，完成所有的营业前准备工作。
10. GREETING AND SEATING 问候和入座
l Thank guests with genuine appreciation and provide a fond farewell.
真诚的感谢客人并且与客人告别，欢迎下次惠顾
11. CLOSING 关档
l Complete closing duties, 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 doors, and completing daily cleaning checklist.
关档的职责，包括存储所有可重复利用的产品，破损的物品，清洁所有的设备和区域,将设备放回到适当的位置，锁冰箱、补充物品，关灯，锁定门，完成日常清洁检查表。
l Complete bottle transfer slips and distribute accurately.
完成酒水的内部调转单的填写，分派到相关部门
l Secure liquors, beers, wines, coolers, cabinets, and storage areas.
将所有的烈酒、葡萄酒、啤酒及酒桶和储藏柜收起并且存放在指定区域。
12. BEVERAGE/COFFEE CART 酒水和咖啡机区域
l Inspect the cleanliness and presentation all china, glass, and silver prior to use.
检查所有的瓷器、玻璃器皿和刀叉，确保干净备用。
l Drain, clean, and fill ice bin.
排水口清理干净将冰池补满冰块。
13. CASH BANK HANDLING现金的操作流程
l Follow property control audit standards and cash handling procedures (e.g., blind drops).
遵照酒店财务的管控和审计标准以及现金操作流程。
l Process all payment methods in accordance with Accounting procedures and policies.
按照酒店财务流程和制度处理不同付款方式。
l Transport bank to/from assigned workstation, following security procedures.
按照安全标准将备用金存放到指定的工作站。
14. STEPS OF SERVICE 服务步骤
l Check in with guests to ensure satisfaction with each food course and/or beverages.
检查客人对我们食品、饮品以及我们服务的满意度。
l Retrieve alcoholic beverages from bar and serve to guest in accordance with the company standards and local laws.
按照酒店的服务标准及相关法律为客人提供酒水服务。
l Present physical and accurate check and process payment, adhering to all cash handling and credit policies/procedures including added and received gratuity.
检查核对客人消费后，提供准确的账单，包括小费的收取都需遵守现金及信用卡消费的处理流程。
15. WINE/SOMMELIER 品酒
l Answer guest questions or concerns regarding the origin, vintage, and style of various wines.
回答客人关于酒水产地、年份、葡萄品种的问题或疑惑。
l Issue, open, and serve wine/champagne bottles, ensuring guest satisfaction.
出品、开启、服务整瓶葡萄酒或香槟，确保客人满意。
16. BARTENDING 调酒
l Follow all state and local laws for serving alcohol responsibly (e.g., last call times).
履行遵循国家关于酒水销售服务的法律法规（例如临时叫停销售相关产品）。
l 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.
保持吧台工作区域及吧台操作用具的整洁，包括测量工具、二氧化碳管线、苏打枪、下水口等；吧台摆放需遵照布置指南。
l Prepare fresh garnishes for drinks.
为饮品准备装饰。
l Document and communicate any incidents/accidents immediately to management and Loss Prevention during shift or event.
运营中发生任何事件/事故应立即向管理人员汇报，提交相关文件及预防损失的措施。
l Stock ice, glassware, and paper supplies.
准备足够的冰块、玻璃杯和运营消耗品。
l Requisition all necessary supplies, specifically bottle-for-bottle liquor restock, transporting supplies from storeroom to bar set-up area as required.
申请所有必备的运营物资，特别是瓶装酒水的提货申请单，以保证有足够的酒水库存，从其他库房内部调转吧台布置所需的运营物资。
l Remove soiled wares from bar top and tables and place in designated area.
清理吧台及桌面，将其收放到制定区域。
l 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.
预计及时与客人沟通，确保在活动期间内库存充足，确保补充的饮品消费获得客人的认可。
l Wash soiled glassware following QA standards and local health standards.
按照QA标准清洗玻璃器皿，需遵循当地卫生标准。
l Communicate last call at designated closing time to guests, banquet manager/supervisor, night MOD (manager on duty), and/or servers.
通知客人及相关部门负责人及夜班值班经理酒吧的最后点单时间。保持良好的沟通。
17. STOCK AND SUPPLIES 库存及消耗品
l Check quality and quantity of all stock and supplies using checklist.
检查所有运营用品及库存产品的数量和质量，填写检查清单。
18. GENERAL FOOD AND BEVERAGE SERVICE 餐饮服务
l Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
保持工作区域在营业时间内干净整洁，在工作中保持和维护环境实行“随手清洁”的好习惯。
l Develop and maintain positive and productive working relationships with other employees and departments.
与其他员工和部门建立积极和富有成效的工作关系。
l Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
与客人沟通交流关于他们的入住体验，酒店服务和区域景点以及相关的产品。
l Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
使用并遵照酒店及品牌标准积极倾听和回应客户提出的问题，疑惑（学习，高兴，客人反应，飞跃）来解决问题，并建立信任。
l Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones)
为残疾人员提供帮助，包括协助视觉、听觉或有其它身体缺（如在需要时帮他们带路，用文字来诠释肢体语言，在纸上写下方向，移除行走通道上的障碍物或者是提供盲文或TDD 电话等）。
l 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.
预计客人的需求，包括通过观察和倾听客人的喜好向客人提问的方式，随时向客人提供专业的服务。
l Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
运用机智的、外交手段处理员工或客人的敏感问题，注意体现保护隐私并且尊重的重要性。
l Notify management of maintenance repairs issues.
通知管理部门相关工程维护维需求。
l Complete scheduled inventories (e.g., opening inventory) of supplies, food, and liquor to check stock and requisition necessary supplies.
完成当日运营用品、食品、烈酒、的盘点（开档盘点）检查相关物品库存情况，根据运营需要填写物品领用申请单。
l Follow property key policies, including checking out and returning keys to appropriate departments.
遵循酒店钥匙管理规定，包括钥匙领取及将钥匙归还到制定的管理部门。
l Inspect the cleanliness and presentation all china, glass, and silver prior to use.
检查所有的瓷器、玻璃器皿和刀叉，确保干净备用。
l Count bank at end of shift, complete designated cashier reports, resolve any discrepancies, drop off receipts, and secure bank.
在当日工作结束前清点备用金，完成相关的收银报表，确保无差异，投款及备用金。
l Check in with guests to ensure satisfaction with each food course and/or beverages.
检查客人对我们食品、饮品以及我们服务的满意度。
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