JOB DESCRIPTION 工作职责 JOB TITLE 职位 : Venice Restaurant Captain 西餐厅领班 DEPARTMENT 部门 : Western Section西餐部 GRADE/LEVEL 级别 : REPORTS TO 直接上司 : Asst. Venice Restaurant Manager西餐厅副经理 RESPONSIBLE FOR 责任范围 : Venice Restaurant Waiter/ress 西餐厅服务员 REVIEWED BY 制定/更新于 : SCOPE 工作范围 : To assist the Asst. Rest. Manager of the assigned Restaurant to achieve or surpass financial goals set in both the Restaurant budget and forecast through on-going motivation and training of staff members reporting to you; to ensure their comprehension of the clearly established service standards/procedures; to follow, train and ensure the adherence to standards/procedures; to ready subordinates for promotion ensuring a smooth operation at all times and by setting an example of personal attention, care and anticipation of guest needs thus creating an atmosphere of professionalism and well-being in the outlet, leading to a highly successful operation. 您将协助餐厅副经理完成或超越由餐厅预算与对正在进行的经营活动的预测而制定出的营业目标，培训员工向你报告；确保他们清楚的理解已有的服务标准/程序；执行，培训并确保这些标准/程序的贯彻；使您的下属随时做好准备晋升以保证餐厅经营运作的顺利进行；在对客人需要的关注、关心和预计方面树立榜样，从而在餐厅内创造出专业化与良好的环境，领导极为成功的运作。 DUTIES/RESPONSIBILITIES: 义务与责任: - Create through your total commitment to excellence an environment of complete well-being and satisfaction of our restaurant Patrons by providing friendly, fast, consistent and professional service. 完成你所有的义务以提供友善的、快速的、可靠的、专业的服务从而创造令顾客满意的良好环境 - Contribute in every way possible to the profitability of the outlet by providing fast, attentive and professional service and by deploying up-selling techniques. 通过提供快速、殷勤和专业化的服务，以及发挥推销技能，利用任何可能的途径提高餐厅的收益。 - Monitor daily actual sales against the budget and the forecast and rectify any shortages with additional sales. This is the best tool to gauge your station's and the outlet's performance 监控日常的依照预算所制定出的现行销售方式，并预测和调整附加销售中的不足。这是评估您的服务区域和整个餐厅成绩的最好的工具。 - Make suggestions to the Asst. Rest Manager as to ways of increasing sales and reducing wastage. 向餐厅副经理提出关于提高销售量、减少消耗的建议。 - Lead by example. 树立榜样 - You will be totally familiar with the menu and the daily specials, the mode of preparation and the ingredients used in each dish. You will be briefed before the service on items available in the kitchen which need pushing, items which are not on the menu and know all dishes not listed on the menu which the kitchen can prepare with ease. Equally, you will be informed and must know all dishes/items on the menu which are not available or sold out and possibly necessitate a preparation change. Sold-out, not available items will be clearly written on the service board in the kitchen/service area. 您必须对菜单、每日的特色菜以及每道菜品的制作工艺和所用原料相当熟悉。在营业前您必须向厨房核对每日需要推销的菜品，哪些菜品没有上菜单，并且知道所有没有列上菜单但是厨房可以准备的菜品。同样的，您也必须知道菜单上所有的菜品哪些不能被提供或者已卖完，并且做出必要的调整和改变，售完的和不能提供的菜品必须由您清楚地写在厨房/服务区域的服务公告板上。 - You will have a good knowledge of the wine list and the general characteristics of the wines listed. You will be informed at the pre-service meeting regarding wines which need pushing, vintages which have changed and wines which are sold out. 您必须对酒单和酒单上所列红酒的特性相当熟悉。您需要在班前会上告知您的下属哪些红酒需要推销，哪些已经过期以及哪些已经售完。 - You will organize your station and keep it perfectly clean and tidy at all times. 您必须在您的工作区域内组织好您的下属，并随时保持工作区的整洁。 - You will monitor the performance of your subordinates and ensure their adherence at all times to the standards. 您需要监控您下属的表现，并确保他们随时都坚持标准。 - In your position, you will take particular care of your and your subordinates' grooming at all times and wear your uniform with pride. You will ensure that their uniforms are worn in the same spirit. 您的职务要求您随时特别注意您的和您下属的仪容仪表，保证你穿着制服时保持自豪和自信。您必须确保他们穿着制服是保持同您一样的精神状态。 - Establish excellent rapport between yourself, the Waiter/ress in your team and all other staff members in Restaurant. 在您的工作组内和服务员建立良好的关系，并与这个餐厅的员工建立好关系。 - You are totally familiar with all established service standards/procedures and the presentation of each dish. 您必须对已有的服务标准/程序还有每道菜品的介绍相当熟悉。 - You know your own and your subordinates' job descriptions so that you can make clear, concise comments on your subordinates' performance. You know the Regent employee and the dress and deportment handbooks by heart and through this keep tight, yet fair reins on your subordinates. 您必须熟悉您的与您下属的职责要求，以便于您可以给与您下属的表现清楚准确地评价。您必须熟记员工手册并且要求您的下属贯彻执行以保持工作激情。 - You must be totally familiar with all safety and security standards and procedures. 您必须对安全保卫标准与程序相当熟悉。 - You are directly responsible to ensure the safety and well-being of all Restaurant patrons and members of staff in general and in your station in particular. 您有责任确保餐厅内尤其是在您负责区域内的所有客人和员工的安全与健康。 - Make clear, concise and objective comments and recommendations to the Asst. Rest. Manager as to how you suggest improvements of the overall standing of Restaurant could be most effectively achieved. 向餐厅副经理清楚的、简练的、客观的提出改进你所在的餐厅的意见或建议，并保证改进方案被有效的实施。 - Whenever you are asked by the Asst. Rest. Manager to attend a meeting, you will attend. 餐厅副经理要求您参加的会议你都要参加。 - Any special requests i.e. change of duty schedule, scheduled day off, change of annual leave, from you or any of your subordinates must be brought to the attention of the Asst .Rest. Manager who will discuss such request with the Rest. Manager 如果您因为任何理由要求改变您的工作时间、休息时间和年假时间，这样的要求都要报告给餐厅副经理，他会与餐厅经理一同商量。 - In case of sickness or any other reason preventing you from coming to work, you must inform the asst. manager or his representative at the earliest possible time. 如果您身体欠佳或有其他原因让您不能前来工作，您必须尽可能早的告知餐厅经理或他授权的代表他的人。 - If invited by the Asst. Rest. Manager to attend any food presentation /tasting, you must attend. 如果餐厅副经理邀请您参加任何食物的介绍与试尝，您都必须参加。 - If invited by the Asst. Rest. Manager to attend any wine/beverage presentation/tasting, you will attend. 如果餐厅副经理邀请您参加任何红酒与饮料的介绍与试尝，您都必须参加。 - Any negative guest comments on service or food in your station must be solved at once. Only if you cannot solve the problem, refer it to the Asst. Rest. Manager any negative comments, even if you were able to solve the problem, must be reported to the Asst. Rest. Manager as soon as possible. 当您在您的工作区域内收到客人关于服务与食品任何负面意见请及时的处理。当您不能不处理时请告知餐厅副经理。任何负面的意见，无论您是否能解决都需要尽快报告给餐厅副经理。 - If you over-hear any negative guest comments on any other services provided by the hotel i.e. Telephone, Laundry, Housekeeping, Front office etc., pass such comments fully and correctly to the Asst. Rest Manager. 如果当你听到任何关于酒店其他服务的负面意见，如：电话、洗衣、客房、前台等等，请将这些意见完整的并准确地向餐厅副经理汇报。 If the comments are made to you directly, listen to the guest with empathy, excuse the mistake by saying, \department head concerned and I'm sure that the problem will be taken care of\inform the department head concerned immediately and relay the complaint without giving your personal views. Inform the Asst. Rest. Manager of your action. 如果客人的意见是直接向您提出的，请认真倾听客人意见，并向客人致歉：“对此事件的发生，我深感抱歉，我将亲自向相关的部门总监报告，并且我保证这一问题将得到重视。” 将投诉不带个人观点的告知向相关的部门总监，并且向餐厅副经理报告您的行动。 - For any repairs and maintenance matters, you will inform the Asst. Rest. Manager 有关于任何维修和护养方面的事宜，您需要告知餐厅副经理。 ] - If any serious problems are encountered by you or your subordinates with the kitchen or the service bar, inform the Rest. Manager. Problems of a minor nature must be solved by you. However, inform the Asst. Rest. Manager of any incident. 如果您或您的下属与厨房或酒吧之间发生任何严重问题时，需向餐厅经理报告。不太紧要的问题您必须自行处理，但是事件必须告知餐厅副经理。 - It is your responsibility to inform the Asst. Rest. Manager without delay regarding any of your subordinates' contemplating to resign so that a suitable replacement can be found on a timely basis. 您有责任及时告知餐厅副经理关于您下属的辞职意愿，以便及时安排合适的人选代替空缺。 - You will inform the Asst. Rest. Manager immediately of any discontentment or problems encountered by you or arising from any of your subordinates. 您应及时向餐厅副经理反映关于您下属的不满情绪或问题。 - You are encouraged to discuss any personal problems with the Rest. Manager. 鼓励您同餐厅经理交流您的私人问题。 - You are herewith made aware that any official discussion held with or any verbal reprimand given by a superior will be written down and kept on your personal file. Problems of a personal nature discussed with the Rest. Manager will be kept strictly confidential. 与您进行的正式的讨论或者主管给您的口头申诉将被记录下来存入您的个人档案里。您同餐厅经理私下讨论的问题都将严格保密。 - Any verbal warning given to you and any official discussion held with any of your subordinates must be written down stating all pertinent points discussed so that it can be filed on the individual's record. 任何口头上的警告和任何与您下属正式的讨论都要求被记录下来，记录下所有讨论后的中肯的意见，以便于在个人记录中存档。 - You are responsible to prepare a written appraisal twice a year of each permanently employed subordinate in your station, giving a clear and fair assessment of the individual's performance and discuss such appraisal in detail with each subordinate concerned highlight any areas where progress has been made and any area where improvement is necessary. The staff member concerned will have to sign the appraisal in concurrence. These documents are to be treated strictly confidential and
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