• 五险一金
• 带薪年假
• 岗位晋升
• 管理规范

Operational
营运管理
§  Take order and serve
the guest according to the sequence.
根据顺序，为客人点单并服务。
§  Up-sell product.
销售产品。
§  Maintain guest
supplies and control the cost.
维持营运的供应品和控制损坏量。
§  Ensure beverage stock
in the bar is correct.
在下班时，确保饮料的存货是正确的。
§  Ensure buffet set up
and service according to the standard.
确保自助餐的布置是按照标准的并在服务中掌控自助餐。
§  Ensure smoothly
service according to the task arranged.
根据部门分配的任务，确保流畅的服务。
§  Handle enquiries and
require in food and beverage.
必需能处理任何有关食物和饮料的询问和要求。
§  Assists in conducting
monthly inventory checks on all operating equipment and supplies.
协助每月对所有设备和存货进行检查。
§  Provide guidance
before serving.
在服务之前，必需做指导。
§  Knowledgeable in food
and beverage, Able to up-sell and recommend food and beverage.
对菜单中的食物和饮料要非常了解，并能向客人推荐食物和饮料的组合，就像促销中的选择一样。
§  Able to train the new
coming staffs and trainees.
有能力培训新员工和实习生。
§  Maintain communication
with stewarding, housekeeping and engineering, ensure restaurant clean and well
maintained.
与餐务部，客房部和维修部门进行良好的沟通，确保餐厅的干净、保修。
§  Provide food and
beverage according to the menu.
根据设计的菜单，提供饮料。
§  Exchange the position
flexible.
对餐饮部或酒店其他部门的岗位进行灵活的调换。
§  Provide efficient and high-quality
service all the time.
始终提供高质量、快速的服务。
§  Set up and tune over
the table in the meal period.
根据不同的用餐时间，进行不同的摆台并在用餐高峰时，从新摆台。
§  Change the linen
according to the schedule.
根据布草房建立的安排表，把脏的布草送到洗衣房并把干净的拿回部门。
§  Set up tables
according to the Department Operation Manual.
准备摆台并按照部门营运手册来执行工作职责。
§  Collect the needs in
food and beverage.
收集所有食物和饮料的需求。
§  Strict in restaurant
opening hours.
严格遵守餐厅的营业时间。
§  Maintain bar area tidy
and clean.
始终确保服务台、吧台和周围环境的干净和有条理。
§  Strict in control
guest supplies, Release breakage and waste.
控制营运的供应品，减少损害和浪费。
§  Handle guest require
in a professional and efficiency manner.
用礼貌和有效的方式，解决客人的要求。
§  Fully understand and strict
in Department Operations Manual.
完全理解并执行部门的营运手册。
§  All the work process
according to the work plan and training task list.
所有工作都要按照工作计划和部门培训工序表。
§  Fully understand
F&B Top 20.
完全理解并应用餐饮部Top 20’s的理念。
§  Fully understand and
support Hyatt F&B vision and mission.
完全理解并坚持凯悦餐饮部远见和任务。
Room
Service
送餐服务
§  Repeat order before
hang up the phone.
在结束与客人的通话前，要为客人点单并重复所点的内容。
§  Ensure order are
correct.
确保按客人的要求正确点单。
§  Ensure all the food
and beverage delivering on time.
确保所有的食物都要迅速、及时地送到客人的房间。
§  Strict in hotel policy
and procedure, especially enter the guest room.
严格遵守酒店的政策和程序，特别是进入客房。
§  Ensure never enter “DND”
room.
确保不能进入有“请勿打扰”的客房。
§  Take away all the
cutleries and chinaware form the guest room and corridor when informed.
只要被告知需收餐具时，就要确保收走在客人房里或走廊里所有的餐具。
§  Ensure the check
correct.
确保所有的帐单都是正确的并能在送餐时收回款项。
Banquet
宴会
§  Set up function
according to the guest request.
对客人所要求的宴会地点进行布置。
§  Ensure all the AV
equipment had been tested before function.
确保任何会议的视频设备都是事先测试过的。
§  Ensure banner hanged
up at correct position.
确保会议横幅摆放的地点/位置是准确的。
§  Ensure equipment are
cleaned before stored into store room.
在把餐布和设备送入仓库前，确保它们都是干净的。
§  Work close with house
keeping to ensure function tidy and clean.
与客房部紧密的合作，确保有会议的地方始终是干净的。
§  Work close with
engineering, ensure meeting equipment working smooth.
与工程部紧密的合作，确保会议索要的设备都是好的。
§  Work close with event
sales department, set up the function room.
与宴会销售部紧密的合作，一起布置会场。
Cashier
Management
收银管理
§  Ensure bill always
according to the guest order.
确保帐单是根据客人的消费项目。
§  Total amount always
shows on the bill.
在帐单上显示总金额。
§  Provide cash check and
invoice.
帮客人找零，提供现金支票及发票。
§  Ensure all the income
was record.
确保所有的收入总数都有记录并准备这些记录的报告。
§  Check the total
amount, never keep cash on hand.
读并记录收银机上的总数，禁止留现金在手上。
§  Ensure income item all
correct.
确保收到的价格是正确的并对这些款项做必要的描述。
§  Check the special
check.
对特别的作用要做必要的检查。
§  Ensure fill in the
daily record when on duty.
确保在他/她当班时，要做每日记录。
§  When the guest cancel
order, we can pay back by cash or credit card.
当客人退还商品时，我们可以给客人退现金或是把信用卡的收据还给客人。
§  Ensure cash are real.
确保收到的钱是真的。
§  Ensure guest credit
card in period of validity.
确保客人用的信用卡是在有效期内的。
§  Strict in the policy
and procedure of cashier and cash.
严格遵守财务部对出纳、现金处理的政策和程序。
Administration
行政
§  Maintains the Daily
Log Book.
保管部门的日志。
§  Report the
guest/employee accident report.
及时提交所有客人/员工的事故报告。
§  Handle lost and found
items according to the policy and procedure.
根据酒店的“失物招领”的程序处理所有“失物招领”物品。
Payroll
& Productivity Management 
薪资与生产力管理
§  Exercises efficient
Payroll Management/ Resource allocation through the establishment of a flexible
workforce throughout the Division. This will be based on the principles of a
flexible employee base (Full Time & Part Time employees), multi-skilling
and multi-tasking.
通过在整个部门内建立灵活的员工编制，实施高效的薪资管理/资源分配。这将依据一个灵活的员工基数（全职员工及临时工）、多技能及多任务的原则。
§  Directs subordinates
to ensure productivity meets the Hyatt International Food and Beverage
Operations Manual requirements.
确保生产效率和质量达到凯悦国际餐饮部运营手册的要求。
§  Focuses attention on
improving productivity levels and the need to prudently manage utility/ payroll
costs within acceptable guidelines ensuring optimum deployment and energy
efficiency of all equipment.
关注改进生产力水平及在可接受的指引下谨慎管理用品/薪资，确保所有设备的优化部署和高能效。
§  Ensures new technology
& equipment are embraced as to improve productivity. 
确保拥护使用新的技术和设备以提高生产力。
§  Reviews and constantly
seeks Productivity level improvements of all employees through the process of
“taking work out of the system” (when appropriate) and through streamlining of
work process.
通过“减少工作项目”（适合情况下）及简化工作系统不断检视及发现提高员工生产力水平的方法。
People
Management 
人员管理
§  Delegates
appropriately duties and responsibilities, to equipped and resourced employees,
nurturing and developing them whilst ensuring standards of operation and safety
are maintained.
协助所有下属的发展，在工作中遵循经营、财务及行政管理的理念，并确保员工具有多技能并完成多项工作。
§  Through hands on
management, supervises closely all Food and Beverage Service employees in the
performance of their duties in accordance with policies & procedures and
applicable laws.
通过参与管理，对所有厨师进行紧密督导，使他们的表现符合政策、程序及有关法律。
§  Delegates
appropriately duties and responsibilities to equipped and resourceful
employees, nurturing and developing them whilst ensuring standards of operation
and safety are maintained.
适当分配职责和责任，以使员工掌握技能并获得资源；在确保运营及安全标准的同时，关心并发展员工。
§  Instils and supports
the Training initiatives and philosophies of the company and works closely with
the Training Manager and Outlet Manager to develop a team of multi-skill
employees.
拥护并支持公司的培训理念，并与培训部经理和部门培训员紧密合作，培训并发展员工。
§  Develops and assists
with training activities focused on improving skills and knowledge.
发展及协助针对提高技能和知识的培训活动。
§  Ensures employees have
a complete understanding of rules and regulations, and that behaviour complies.
确保员工完全理解酒店的规章制度并遵照执行。
§  Monitors employee
morale and provides mechanism for performance feedback and development.
关注员工士气并对工作表现及发展提供反馈。
§  Assists in conducting
the annual Performance Appraisals providing honest and appropriate feedback.
进行年度表现评估，提供诚实而适合的反馈。
§  Effectively
communicates guiding principles and core values to all levels of employees.


















































































































































































































































































































































  将指导原则和核心价值有效地传达给所有员工。

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