To do whatever it takes to provide exceptional service for our guests and to strive for excellence to achieve maximum guest satisfaction.

无论怎样做都是为了向顾客提供优质的服务，达到顾客的满意。

To adhere to the three steps of service to all our guests:

为顾客服务的三个步骤：

1. A warm and sincere greeting using the guest name

   真诚而亲切的问候，尽可能的使用顾客的名字

2. Anticipation and compliance with guest needs

   预测并满足顾客的需要

3. Give them a warm “thank you” and using their name after delivering the order.

礼貌的道别,尽可能的使用顾客的名字和他们说再见。

Assist in the smooth running of room service operations. Maximize revenues and minimize costs with particular attention to complete guest satisfaction, ambassador welfare, and profit margins.

协助送餐服务部的平稳运营，在最大化收入和最小化成本的同时特别关注顾客的满意和员工的利益。

Safety and Security 安全与保卫

OPERATIONS 运营

1. Monitor appearance of room service staff. Guest contact servers or attendants must maintain a sharp look—proper uniform clean, pressed; shoes shined; hair at correct length and clean; hands well-manicured.

   负责客房送餐服务员的形仪容仪表，与顾客直接接触的服务员应保持干练的形象：干净得体的制服、干净光亮的鞋子、头发符合标准和指甲修理整齐。

2. Organize the setup of the breakfast trolleys overnight

   安排好次日早餐车的摆台。

3. Organize preparation of trays and trolleys for service.

   安排盘子和餐车。

4. Maintain and control all food and beverage par levels.

   保持和控制所有食品和酒水的库存量。

5. Be aware of special cashiering procedures, C-7’s, executive checks, etc. and ensure they are properly accounted for.

   了解所有客人和公司的结帐程序，确保帐单记数精确无误。

6. Be aware of all Renaissance guest programs, discounts, etc. and ensure that billing is correct.

了解万豪的所有关于顾客的计划、打折等，确保账单正确。

1. Check daily for special events and requests to see that orders go out properly and on time.

   核对每天的特殊活动的订单，并确认所有订单是否准时被执行。

2. Institute, monitor, and maintain aggressive hospitality program for room service by:

   通过以下方法维持送餐服务的高标准：

• Use of tray cards on all orders

  对所有订单进行记录。

• Efforts to remember guest’s names and use them throughout phone conversation

  记住顾客的名字，并在打电话的过程中予以使用。

• Have servers address guests on delivery by their names

  员工送餐时是否使用客人的姓名。

• On special requests, unusual orders, or VIPs amenities, check back to see that everything is in order and all needs are taken care of

  在特殊的要求、不常有的订单或VIP的事宜，要多检查看是否按要求行事和多加关照。

• Be helpful by knowing your hotel and directing guests when they have questions

  为了能够直接回答客人的问题，你要更多的了解酒店。

1. Handle guest complaints and keep management and service personnel aware of guest satisfaction level.

   处理客人投诉，让经理和服务人员了解顾客不满的程度。

2. Follow all POS procedures, to include training of all personnel, and be responsible for use of proper procedures on checkout, bank handling, checks, voids, and tally cards.

   遵守收银程序，包括对所有人员的培训，正确操作入帐、银行挂帐、取消项目和记录卡。

3. Answer the telephone and take orders if needed. Run any order as needed to improve the speed of service and meet an objective of 30-minute orders.

   如有需要，接听订餐电话，具体操作定单以提高服务速度，确保不超过30分钟的送餐时间标准。

4. Follow hospitality guidelines and procedures to sell hospitality set-ups to 50 people or less.

   依照服务操作规程和程序推销。

5. Monitor ambassador’s side-work schedule, daily cleaning, and heavy duty cleaning schedules.

   负责安排员工每天杂务工作、卫生工作和大清洁的安排。

6. Walk all floors at the end of the shift to inspect server’s clearing of floors.

   下班前检查所有工作场地是否打扫干净。

7. Above all, lead by example through a “hands-on” approach to motivate ambassadors to excel in their work.

   要成为员工的榜样、深入到员工之中去引导员工取得成功。

HUMAN RESOURCES 人力资源

1. Conduct on a daily basis a menu class with taste panel and record them on the appropriate forms, post, and then maintain on file.

   负责菜单的整理，品尝讨论的记录和相应表格的整理归档。

2. Have quizzes and daily raps with room service servers and order takers to assure job knowledge and consistency of quality. Make sure records are posted and memorized by all room service personnel.

   每天向员工和听单员提问，以确保他们的工作持续处于高标准，要让员工记住相关信息。

3. Train order takers to effectively sell up through suggestive selling; set guidelines on how to up-sell; check back with parties in suites to replenish orders.

   培训听单员通过建议性的方法有效地推销，建立推销的确指导标准，检查这些标准是否被落实。

4. Supervise the training of new ambassadors by adherence to the prescribed Renaissance 90-day program and knowledge of food and beverage menus and service and at the end of an individual’s program evaluate their performance with management.

   根据“万豪90天”的程序指导对新员工的培训工作，包括食品和饮料知识，在每个单项培训之后，要由管理人员对他们进行评估。

5. Enforce staff discipline, coach and counsel, as necessary. Participate with management in all wage reviews.

加强对员工的培训指导并提出忠告；若有必要，参加对工资管理的讨论。

1. Assist in conducting monthly ambassador meetings.

   协助召开每月一次的员工会议。

ADMINISTRATIVE行政

1. Prepare weekly schedules for shifts, assuring rotation of days off and in accordance with projected business, and submit for approval.

   准备每周的排班表，保证人员轮流休息，确保有合理的人员参与接待工作，排班表需要提交经理批准。

2. Maintain an employee attendance log and review such with management on a weekly basis.

   安排专人负责记录本，每周与经理回顾经营情况。

3. Communicate daily with management all operational and personnel problems, complaints and comments and develop solutions.

   每天与管理人员沟通运做问题，人员问题，投诉和客人评价以在上述方面有所提高。

4. Attend the following meetings, when necessary: BEO and department meetings with ambassadors and F & B briefings.

   如有必要，参加宴会准备会议、员工会议餐饮部会议。

5. Do wage progress reports weekly.

   做好每周工资报告。

6. Compile breakdown reports for banquet functions.

   准备宴会的明细分工报告。

7. Participate and encourage participation in the Renaissance Quality Program.

   参与并鼓励参与万豪的质量计划。

8. Accurately record sales and trips.

   准确无误地记录销售情况。

9. Set up and maintain controls for care of equipment to minimize costs through breakage.

   建立和完善管理制度，以降低设备成本和降低损耗。

10. Supervise inventory counts, as required.

    根据要求主持盘点工作。

11. Assist the Assistant Room Service manager in check-book accounting.

    协助客房送餐经理助理检查和核对账目。

12. Executer all reasonable requests made by a manager, which is may be outside your normal job activities to achieve complete guest satisfaction and service throughout the hotel.

    因工作需要，有时侯可能会被要求完成正常工作范围之外的额外工作，但这都是为了满足客人的需求和饭店的利益。

13. Maintain all room service order taking records and track them during each shift.

MARKETING 营销

1. Be aware of all Renaissance Guest Incentive programs and the correct accounting procedures pertaining to them.

   了解万豪的顾客奖励计划和正确的记分程序。

2. Assist in the execution of marketing plans for the outlet.

协助拓展并执行营销计划。

• Minimum 2 years experience working in the same capacity of a sizeable organization

至少两年的相似工作经验

• Good command of Written and Spoken Mandarin流利的普通话
• Good knowledge of Conversational English流利的英语
• Secondary education中等教育水平

NOTICE 注意 :

The hotel business functions seven days a week, 24 hours a day. All ambassadors must realize this fact and be aware that at all times it may be necessary to move ambassadors from their accustomed shift as business demands.

同事须明了酒店是每周七天、每天二十四小时运转的行业。因应工作需要，上班的班次会随时相应调动。

Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

管理层保留在没有提前通知的情况下对工作描述变更的权利。

I have read and received a copy of the above description and fully understand that violation of any of the stated responsibilities and duties is grounds for disciplinary action.

我已阅读及接收到上述的工作描述。我完全明白违反规定的职责将受到训诫。