营运
Operation
§ 根据凯悦标准，为客人提供顺畅、高效的服务。
Provides fluent and efficient service in accordance with Hyatt standard.
§ 为客人推荐服务，回应客人关于餐饮的要求并提供建议。
Give recommendation on service and responds guest Food and Beverage request as well as provides suggestion.
§ 根据顺序和程序为客人安排座位、点单并服务食物和饮料。
Assigns seats to guest according to subsequence and procedures, takes order of food and beverage.
§ 全面了解MICROS系统。
Has a thorough knowledge to all sides of MICROS System.
§ 根据部门营运手册的要求，确保餐厅所有食物和饮料、机器和设备的正常运作。
Ensure all food and beverage, machines and equipment to be normal running according to Departmental Operation Manual.
§ 努力使客人满意，并使客人经常光顾餐厅。
Makes effort to satisfy our customers and makes them repeat to dine in the restaurant.
§ 为客人点单和上菜，避免不必要的延误。
Takes food order and delivers foods to avoid unnecessary delay.
§ 掌握关于餐厅菜单和酒单的知识。
Has thorough knowledge of menus and wine list.
§ 促销菜单并说服客人选择价格较高的食物以增加总收入，例如：汤，饮料，沙拉，甜点，等等。
Up sells menus and persuades customers to select higher price foods to increase revenue, e.g. soup, beverage, salad, dessert etc.
§ 向餐厅经理/副理报告任何困难或问题，以便找到解决方法或进行下一步行动。
Reports any difficulties and problems to Manager / Assistant Manager to find out solutions or take next action.
§ 保持所有设备和客人需求是同等的。
Maintain equality to both all equipment and customer requests.
§ 确保根据标准及运作需要摆台。
Ensures table setting to accord to standard and operational requirement.
§ 确保在用餐结束后，所有餐桌的干净整洁。
Ensures that all tables are clean and tides up after dining over.
§ 准确为客人预定餐桌并确定用餐人数。
Makes reservation accurately to customers and confirms dining pax.
客房服务
Room Service
§ 在结束与客人的通话前，为客人点单并重复所点的内容。
Repeats order items before phone hung up.
§ 确保按客人的要求正确点单。
Ensures to take correct orders for customers accordingly.
§ 确保所有食物及时送到客人房间。
Ensures the prompt delivery all foods to guest rooms on time.
§ 严格遵守酒店政策和程序，特别是进入客房。
Adheres hotel Policies and Procedures strictly, particularly in entering guest rooms.
§ 确保不能进入有“请勿打扰”的客房。
Ensures not to enter the guest room with “Do Not Disturb”.
§ 当被告知收餐具时，确保收走在客人房间或走廊的所有餐具。
Ensures to collect all tableware at room or in the corridor when getting inform.
§ 确保所有帐单的准确并在送餐时收回款项。
Ensures that all billings are correct and collects the payment on room service.
宴会
Event Service
§ 根据客人要求布置宴会场地。
Furnishes banquet venue according to customer requests.
§ 确保所有会议的视频设备都事先经过测试。
Ensures that video equipment are check before all functions beginning.
§ 确保将会议横幅摆放在正确的位置。
Ensures to display the event banner on the right place.
§ 满足任何客人的要求，如遇到困难则向副理报告，以便得到建议或找到解决方法。
Satisfies any final guest request, reports any difficulties to Assistant Manager to gain his/her suggestion or solution.
§ 将餐布和设备送入仓库前，确保餐布和设备的干净整洁。
Ensures that table linen and equipment are clean before stored.
§ 与客房部紧密合作，确保会议、宴会场地始终干净整洁。
Cooperates with Public Cleaning closely and ensures that all event venues are clean.
§ 与工程部紧密合作，确保设备的正常运作。
Cooperates with Engineering closely and ensures that all event equipment are good used.
总则
General
§ 按要求出席所有会议并作出贡献。
Attends and contributes to all meetings as required.
§ 确保部门的服务一贯按照部门营运手册的标准，高效、一致和礼貌的完成。
Ensures services provided by the department are always available and are always carried out to define Standard with the utmost efficiency, consistency and courtesy as detailed in the Department Operation Manual.
§ 始终提供礼貌和专业的服务。
Consistently provides courtesy and professional service.
§ 保持对酒店产品知识、当前推广、政策改变的最新了解及保持高效的内部沟通。
Maintains the updated understanding to hotel product knowledge, upsell activities, policy change and the efficient communication internally.
§ 根据安排出席酒店及部门的培训，以提高技能和知识。
Attends the arrangement trainings of hotel and department accordingly to develop skills and knowledge.
§ 礼貌而高效的处理客人和员工询问，对不能立即解决的投诉和问题进行汇报。
Handles guest and associate enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found.
§ 熟悉并严格遵守员工手册中的规章制度，及酒店关于防火、卫生、健康和安全的制度。
Is knowledgeable adhere to rules & regulations established in the Associate Handbook and the hotel’s policies concerning fire, hygiene and health & safety.
§ 确保高标准的个人形象和仪容仪表。
Ensures high standards of personal presentation & grooming.
§ 与客人和同事保持基于良好工作关系的接触。
Maintains positive guest and colleague interactions with good working relationships.
§ 根据酒店、行业和公司的指引，回应需求、改变，执行任何合理的任务及额外职责。
Responds to request to undertake any reasonable tasks and secondary duties and to changes as dictated by the hotel, industry and company.
