F&B Service Expert Casual London Marriott Canary Wharf

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.

CRITICAL TASKS

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 the LEARN MODEL to resolve issues delight and build trust.
Engage guests in conversation regarding their stay property services and area attractions/offerings.
Assist other employees to ensure proper coverage and prompt guest service.
Have general knowledge about the hotels facilities and features.
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 follow local Training & Guidance.
Thank every guest upon departure invites them to return and wishes them a fond farewell.
Retrieve and deliver food and beverage orders in a timely manner.
Perform other reasonable duties as requested.
Coordinates with the respective kitchens to ensure guests orders are delivered.

Beverage/Coffee Stationery
Inspect the cleanliness and presentation all china glass and silver prior to use.
Cash/Bank Handling
Record transaction in MICROS or similar system at time of order.
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 always maintain cleanliness of workstation.
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.
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.
Attends 15 minute trainings pre-shift briefings taste panels and departmental meetings in order to develop their skills and knowledge.
In-Room Dining/Room Service
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.
Assists Management
Communicate with guests other employees or departments to ensure guest needs are met.
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.
Carries out any other duty/function that may be assigned by the immediate Supervisor.

Quality Assurance/Quality Improvement
Comply with quality assurance expectations and standards.
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.
Promotes awareness of health safety and security within the department for associates and guests. Example fire alert points exits extinguishers table clips etc.
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.
Follow the requirements and tasks as defined in EMEA Food & Beverage Cashiering SOP if associate handles cash.
Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: Less than 1 year related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None