F&B Service Expert

Position Summary

Our jobs arent just about putting food on the table that our guests will enjoy until they ask for their bill. Instead we want to build an experience that is memorable and unique with food and drinks on the side. Our Guest Service Experts take the initiative and deliver a wide range of services to make sure that guests enjoy their meal. Whether setting tables communicating with the kitchen interacting and serving guests or cleaning work areas and supplies the Guest Service Expert makes transactions feel like part of the experience.

No matter what position you are in there are a few things that are critical to success creating a safe workplace following company policies and procedures upholding quality standards and ensuring your uniform personal appearance and communications are professional. Guest Service Experts will be on their feet and moving around (stand sit or walk for an extended time; moving over sloping uneven or slippery surfaces) managing the menu (read and visually verify information) and taking a hands-on approach to work (move lift carry push pull and place objects weighing less than or equal to 25 pounds without assistance and 50 pounds with assistance; reach overhead and below the knees including bending twisting pulling and stooping). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Service Experts to get it right for our guests and our business each and every time.

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.
• Use proper equipment wear appropriate personal protective clothing (PPE) and employ correct lifting procedures as necessary to avoid injury.
• 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.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Follow company and department policies and procedures.
• Ensure uniform nametags and personal appearance are clean hygienic professional and in compliance with company policies and procedures.
• Maintain confidentiality of proprietary materials and information.
• 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.
• 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.
• Thank guests with genuine appreciation and provide a fond farewell.
• 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.
• Engage guests in conversation regarding their stay property services and area attractions/offerings.
• Provide assistance to individuals with disabilities including assisting visually hearing or physically-impaired 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).
• Assist other employees to ensure proper coverage and prompt guest service.

Communication

• Speak to guests and co-workers using clear appropriate and professional language.
• Discuss work topics activities or problems with coworkers supervisors or managers discreetly and quietly avoiding public areas of the property.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• 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.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Read and visually verify information in a variety of formats (e.g. small print).
• 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 25 pounds without assistance and objects weighing in excess of 50 pounds with assistance.
• Grasp turn and manipulate objects of varying size and weight requiring fine motor skills and hand-eye coordination.
• Move over sloping uneven or slippery surfaces as well as 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

• Maintain cleanliness of work and guest areas by clearing collecting and returning food and beverage items to proper area.
• Maintain cleanliness of work areas throughout the day practicing clean-as-you-go procedures.
• Communicate additional meal requirements allergies dietary needs and special requests to the kitchen.
• Set tables according to type of event and service standards including types of linens glassware plate/chinaware and silver/flatware ensuring all supplies meet quality standards.
• Pick-up trays and clean tables as needed to ensure a clean dining area.
• Follow appropriate procedures for serving alcohol (e.g. TIPs (Training for Intervention Procedures) CARE (Control Alcohol Risks Effectively)).
• Thank every guest upon departure invite them to return and wish them a fond farewell.
• Retrieve and deliver food and beverage orders in a timely manner.
• Perform other reasonable duties as requested.

Assists Management

• Communicate with guests other employees or departments to ensure guest needs are met.

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.

Beverage/Coffee Cart

• Inspect the cleanliness and presentation all china glass and silver prior to use.
• Prepare drink orders for guests according to specified recipes using measuring systems.
• Maintain cleanliness and condition of bar bar unit (CO2 lines soda tanks soda guns drain etc.) tables and other tools following all set-up guidelines.
• Requisition all necessary supplies specifically bottle-for-bottle liquor restock transporting supplies from storeroom to bar set-up area as required.

Banquet

• Set tables according to type of event and service standards including types of linens glassware plate/chinaware and silver/flatware ensuring all supplies meet quality standards.
• Prepare coffee breaks carts and stations with appropriate food and beverages as stated in Banquet Event Order.
• Prepare tables action stations buffets service carts dessert table/carts and cordial carts with specified tools wares and equipment according to company standards.
• Set up operate and troubleshoot audio-visual (AV) projection lighting and conferencing equipment devices and systems ensuring all equipment is operational prior to use.
• Bus tables by removing and separating tableware plateware glassware and flatware.
• Monitor tableware to ensure it is presentable to guests including checking for cleanliness cracks and chips.
• Break-down remove and secure AV equipment and related equipment devices and systems promptly following an event.
• Respond to and try to fulfill any special banquet event arrangements requested by guest.
• Replenish buffet items to ensure consistency and freshness in presentation from opening to closing.
• Follow up on special banquet event arrangements requested by guest to ensure compliance.
• Assist and instruct guests/customers regarding proper usage and operation of AV equipment and Internet.
• Inspect the cleanliness and presentation all china glass and silver prior to use.

In-Room Dining

• Take room service orders over the phone answering any questions regarding the menu inputting order into appropriate system up-selling following method of payment policies reading back the order to confirm its accuracy and providing expected delivery time.
• Place and log call back for room service order within appropriate time frame to ensure guest satisfaction.
• Notify guests and management of delays in service delivery and record any issues or complaints via GXP system.
• Deliver VIP amenities and F&B orders to guest rooms and suites as per sequence of service and standard.
• Collect clear and remove trays and trolleys from corridors and guest rooms

Cash/Bank Handling

• Process all payment methods in accordance with Accounting procedures and policies.
• Follow property control audit standards and cash handling procedures (e.g. blind drops).
• Count bank at end of shift complete designated cashier reports resolve any discrepancies drop off receipts and secure bank.
• Obtain assigned bank and ensure accuracy of contracted monies obtaining change required for expected business level and keeping bank secure at all times.
• Transport bank to/from assigned workstation following security procedures.
• Set up and organize cashier workstation with designated supplies forms and resource materials; and maintain cleanliness of workstation at all times.
• To ensure and follow established procedures and compliance as per LSOP guidelines.

Steps of Service

• Present physical and accurate check and process payment adhering to all cash handling and credit policies/procedures including added and received gratuity.
• Check in with guests to ensure satisfaction with each food course and/or beverages.
• Answer questions on menu selections and check with kitchen staff whenever additional clarification is necessary.
• Communicate with the kitchen regarding the length of wait for food items recook orders and product availability.

Any other duties as may be assigned from time to time.

• Candidate must possess at least a Professional Certificate/NiTEC any field.
• Previous F&B experience is a big plus. Fresh graduates are welcome too.
• Great conversational skills and teamwork-oriented.
• Positive outlook and outgoing personality.
• Able to start work within short notice.
• Selected candidates may be posted to any F&B outlets in the Hotel.