Food Beverage Services Supervisor - Protea Hotel by Marriott Hotel Breakwater Lodge Waterfront

Ensure staff is working together as a team to ensure optimum service and that guest needs are met. Inspect grooming and attire of staff and rectify any deficiencies. Complete opening and closing duties including setting up necessary supplies and tools cleaning all equipment and areas locking doors etc. Inspect storage areas for organization use of FIFO and cleanliness. Complete scheduled inventories and stock and requisition necessary supplies. Monitor dining rooms for seating availability service safety and well being of guests. Complete work orders for maintenance repairs.

Assist management in hiring training scheduling evaluating counseling disciplining and motivating and coaching employees; and serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Follow all company and safety and security policies and procedures; report accidents injuries and unsafe work conditions to manager; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional maintain confidentiality of proprietary information and protect company assets. Welcome and acknowledge all guests according to company standards anticipate and address guests service needs assist individuals with disabilities and thank guests with genuine appreciation. Speak with others using clear and professional language. Develop and maintain positive working relationships with others support team to reach common goals and listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards; and identify recommend develop and implement new ways to increase organizational efficiency productivity quality safety and/or costsavings. Read and visually verify information in a variety of formats (e.g. small print). Visually inspect tools equipment or machines (e.g. to identify defects). Stand sit or walk for an extended period of time or for an entire work shift. Move lift carry push pull and place objects weighing less than or equal to 50 pounds without assistance. Grasp turn and manipulate objects of varying size and weight requiring fine motor skills and handeye coordination. Move through narrow confined or elevated spaces. Move up and down stairs and/or service ramps. Reach overhead and below the knees including bending twisting pulling and stooping. Perform other reasonable job duties as requested by Supervisors.

Safety and Security

• Report work related accidents or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean safe and secure environment.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Follow property specific procedures for handling emergency situations (e.g. evacuations medical emergencies natural disasters).
• Follow policies and procedures for the safe operation and storage of tools equipment and machines.
• Complete appropriate safety training and certifications to perform work tasks.
• Maintain awareness of undesirable persons on property premises.
• Use proper equipment wear appropriate personal protective clothing (PPE) and employ correct lifting procedures as necessary to avoid injury.

Policies and Procedures

• Follow company and department policies and procedures.
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform nametags and personal appearance are clean hygienic professional and in compliance with company policies and procedures.
• Protect company tools equipment machines or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Address guests service needs in a professional positive and timely manner.
• Assist other employees to ensure proper coverage and prompt guest service.
• Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.
• Anticipate guests service needs including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Actively listen and respond positively to guest questions concerns and requests using brand or property specific process (e.g. LEARN PLEASED Guest Response LEAP) to resolve issues delight and build trust.
• Thank guests with genuine appreciation and provide a fond farewell.
• Engage guests in conversation regarding their stay property services and area attractions/offerings.
• Provide assistance to individuals with disabilities including assisting visually hearing or physicallyimpaired individuals within guidelines (e.g. escorting them when requested using words to explain actions writing directions on paper moving objects out of the way or offering access to Braille or TDD phones).

Communication

• Speak to guests and coworkers using clear appropriate and professional language.
• Provide assistance to coworkers ensuring they understand their tasks.
• Talk with and listen to other employees to effectively exchange information.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings answering with a smile in ones voice using the callers name transferring calls to appropriate person/department requesting permission before placing the caller on hold taking and relaying messages and allowing the caller to end the call.
• Discuss work topics activities or problems with coworkers supervisors or managers discreetly and quietly avoiding public areas of the property.
• Prepare and review written documents (e.g. daily logs business letters memoranda reports) including proofreading and editing written information to ensure accuracy and completeness.

Assists Management

• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Ensure that hourly employees are trained on company core values job roles responsibilities and technical and service aspects of the job.
• Ensure employee compliance with company standards and policies and external regulations (e.g. safety OSHA departmentspecific procedures such as food standards).
• Encourage and motivate employees to perform their best take responsibility for tasks and assignments make decisions and provide input on possible improvements.
• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g. supplies equipment and inventory).
• Assist management in establishing and communicating goals performance expectations timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
• Listen to hourly employees suggestions for improving how work is done and how guests are served gaining management support as needed to act upon suggestions.
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Collaborate with management to develop and carryout ideas and procedures and set goals to continuously improve department performance around guest and employee satisfaction scores.
• Coach and develop employees (e.g. create expectations for continual improvement provide challenging tasks and assignments hold development discussions and construct and execute development plans).
• Collaborate with management to formally recognize hourly employees performance contributions.
• Serve as hourly employees first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
• Ensure staff is working together as a team to ensure optimum service to guests.
• Communicate with guests other employees or departments to ensure guest needs are met.
• Inspect grooming and attire of staff and rectify any deficiencies.

Working with Others

• Support all coworkers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact respect diplomacy and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Actively listen to and consider the concerns of other employees responding appropriately and effectively.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.
• Monitor the performance of others to ensure adherence to quality expectations and standards.
• Identify and recommend new ideas technologies or processes to increase organizational efficiency productivity quality safety and/or costsavings.

Physical Tasks

Read and visually verify information in a variety of formats (e.g. small print).

• Visually inspect tools equipment or machines (e.g. to identify defects).
• Stand sit or walk for an extended period of time or for an entire work shift.
• Move lift carry push pull and place objects weighing less than or equal to 50 pounds without assistance.

Grasp turn and manipulate objects of varying size and weight requiring fine motor skills and handeye coordination.

Move through narrow confined or elevated spaces.

Move up and down stairs and/or service ramps.

• Reach overhead and below the knees including bending twisting pulling and stooping.

General Food and Beverage Services

• Report any employee guest and/or vendor incidents and accidents to management and Loss Prevention at the time of the incident and/or accident.
• Maintain cleanliness of work areas throughout the day practicing cleanasyougo procedures.
• Assist your and other departments when needed to ensure optimum service to guests.
• Document any and all guest and employee incidents/accidents for management follow up.
• Inspect storage areas for organization use of FIFO and cleanliness and rectify any deficiencies.
• Notify management of maintenance repairs issues.
• Complete work orders for maintenance repairs and submit to Engineering or contact Engineering directly for urgent repairs.
• Follow property key policies including checking out and returning keys to appropriate departments.
• Complete scheduled inventories (e.g. opening inventory) of supplies food and liquor to check stock and requisition necessary supplies.
• Monitor dining rooms for seating availability service safety and well being of guests.
• Communicate information to manager/supervisor by documenting pertinent information in appropriate department logbook.

Opening

• Complete opening duties including setting up necessary supplies and tools including bank and ensuring work area is clean and everything is in working order.

Greeting and Seating

• Thank every guest upon departure invite them to return and wish them a fond farewell.

Closing

• Complete closing duties including storing all reusable goods breaking down goods cleaning all equipment and areas returning equipment to proper locations locking refrigerators restocking items turning off lights locking doors and completing daily cleaning checklist.

Analytical Skills

Problem Solving

Learning

DecisionMaking

Arithmetic Computation

Interpersonal Skills

Team Work

Interpersonal Skills

Customer Service Orientation

Diversity Relations

Influence

Communications

Communication

Listening

English Language Proficiency

Telephone Etiquette Skills

Applied Reading

Writing

Personal Attributes

Dependability

Positive Demeanor

Presentation

Integrity

Stress Tolerance

Initiative

Adaptability/Flexibility

Safety Orientation

Organization

MultiTasking

Detail Orientation

Time Management

Planning and Organizing

Assists Management

Resolving Conflict

Delegating and Directing

Team Building

Coaching and Developing

Education

High school diploma/G.E.D. equivalent

Related Work Experience

At least 2 years of related work experience

Supervisory Experience

At least 1 year of supervisory experience