中餐厅客户关系主管 Chinese Restaurant Guest Relationship Supervisor

Job Summary – (Role Summary) 

工作概述﹣ (职位概述)

 

•   To provide an appropriate welcome at Restaurants for guests and potential guests, maximizing their dining experience using technical and individual social skills.

     在餐厅适当的欢迎宾客和有可能的宾客，使用技能和个人的社交技巧使客人获得最好的用餐体验

•   Adhere to local regulations concerning health, safety, or other compliance requirements, as well as brand standards and local policies and procedures.   

     遵守当地的卫生和安全法规，或其它适用的规定，以及品牌规范和当地的规章制度

 

Essential Duties and Responsibilities – (Key Activities of the role)

主要职责﹣(职务的主要工作)

 

•   Meet and greet all guests, and potential guests, at the front of the Restaurant by ensuring the following:

     在餐厅的前部迎接所有宾客和有可能的宾客，确保完成以下工作：

           -   Ensure the restaurant is ready to receive guests prior to opening and that both             wait staff and tables are ready in line with opening standards

               确保在开始营业前餐厅准备就绪，侍应生和餐桌服务员都遵守开始营业规        范

            -   Ensure restaurant operating equipment is clean and in working order

                 确保餐厅运营设备的清洁并正常工作

            -   Impeccable uniform and personal presentation standards in                                   accordance with hotel policy are maintained

                 按照酒店的规定保持工服和个人仪表的高标准

            -   Guests are welcomed to the Restaurant, by using the Restaurant name

                 迎客人光临餐厅，使用餐厅的名称

            -   Inquire if they have a reservation and noting it in the Table Management                     System if they do

                 询问客人是否有预订，如有预定在预订册上做记录

            -   Create a reservation for them with their dining preferences if they do not and              noting it in the Table Management System

                 为客人登记预订并注有用餐喜好，如客人没有预订则在预订册上记录

            -   Guest requests are attended to

                 周到地满足客人要求

            

            -   Guests are escorted to their preferred table or reserved table and seat guests 
according to restaurant standards

                 陪同客人前往喜欢的餐台或预订的餐台，按餐厅标准安排客人就坐。

            -   Toast is proposed during dinner to close the relationship with guests. 

                 晚餐时段向客人敬酒后结束服务

            -   Each guest gets a giveaway gift after dinner. 

                 晚餐结束后赠送客人小礼品

            -   Monthly target of productivities is assigned to each Guest Relation Team                    member and they are incentivised according to the private rooms and covers            booked under their names. 

                 每位客户关系团队成员被分配月度指标并且根据其名下包房及客人预定                 人数得到相应提成

            -   Gift or souvenir for VIP guests is prepared during festivals. Especially during        the Chinese traditional holidays, visit the key guests and deliver them our

                 homemade seasonal gift.

                 节日期间为VIP客人准备礼物或是纪念品。特别是在中国传统节气，拜访                    客人并赠送酒店特制的节日问候礼物

            -   A database is set up and guest information such as birthday, company address   and preferences are recorded and updated regularly. On their birthday, anniversary or the significant days, the supervisor herself will visit their company to deliver flowers, birthday cake and celebrate the special days with them. At least 20 crucial guests will be visited during a year.

                 建立宾客信息资料库如生日、公司地址、喜好等记录在内并及时更新。                 每逢他们生日、周年纪念或重大的日子，主管应亲自拜访他们的公司送                    上鲜花，生日蛋糕并在特别的日子里为他们庆祝。一年至少拜访20个重 要客户

            -   Guests feel unique, respected and recognized in order to build up a strong                   relationship.

                 让客人感受到与众不同，倍受尊敬及重视从而建立稳固的客户关系

            -   Be attentive to guests and resolve their complaints where possible, reporting all incidents to your Supervisor

                 周到地为客人服务，并尽可能解决客人的投诉，向上级领导报告所有事 件。

            -   Assist with beverage service

                 协助饮料服务

            -   Assist with food service

                 协助食品服务

            -   Detailed knowledge of menu, including daily specials is maintained

                 对菜单有具体的了解，包括每日特价

            -   Ensure tables are cleared quietly and efficiently

                 确保迅速且高效地清理餐桌

            -   Food and beverage trays are carried in a safe manner to minimize breakages

                 安全地托举餐盘使破损降到最低

            -   Dockets are completed accurately and clearly

                 准确且清楚地填写单据

            -   Current information on all general activities of the hotel is maintained

                 了解当前酒店所有的活动

 

 

Attributes 

工作特征

•   Provide a high quality of service to our customer by adopting a positive attitude and keeping the team spirit at the highest level

     以积极的态度和良好的团队精神为客人提供高质量的服务

•   Greet guests or colleagues with a smile at all times, anywhere in the hotel (Front or back of the house)

     在酒店内任何地方（前场或后场）自始至终对客人或是同事保持微笑和问好

•   Have pride in personal appearance, makeup and clothing

     对于自我形象，化妆和着装感到自豪和自信

•   Remain confidential about all matters of such nature.

     对于一切保密事宜保密