Floor Supervisor The London EDITION

POSITION SUMMARY

As a key front of house representative of the F&B team the Nightlife Supervisor is responsible for supervising of the Lobby Bar Punch Room and BASEMENT outlets and including the serving and hosting of our guests delivering a five star luxury lifestyle guest service experience. Greet guests warmly and determine the reason for their visit and the number in their party. Responsible for seating guests by finding a clean available table; pulling out chairs and placing clean/current menu in front of guest etc. Guide guests through the Lobby Bar and other F&B outlets and provide any needed assistance. Move and arrange tables chairs and settings and organize seating for groups with special needs. Ensure place settings are appropriate and each guest has a napkin clean silverware and any other item that is part of the standard place setting. Check menus to ensure they are current clean plentiful and wrinkle-free. Maintain cleanliness of work areas throughout the day practicing clean-as-you-go procedures. Monitor the Lobby Bar for seating availability service safety and well-being of guests. The role involves actively up selling to each guest at each correct opportunity when making recommendations to maximize revenue working to achieve personal and team related revenue and service goals. Ensure every guest receives a personalized unique original experience.

CRITICAL TASKS

Safety and Security

• Report work related accidents or other injuries immediately upon occurrence to manager/supervisor.
• Complete appropriate safety training and certifications to perform work tasks.
• Follow property specific procedures for handling emergency situations (e.g. evacuations medical emergencies natural disasters).
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Follow company and department safety and security policies and procedures to ensure a clean safe and secure environment.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• 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.
• 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

• Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.
• Coordinate and curate the guests in the Lobby Bar so as to create a lively interactive atmosphere at all times.
• Address guests service needs in a professional positive and timely manner.
• 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.
• 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.
• 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.
• 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.
• Talk with and listen to other employees to effectively exchange information.
• 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

• 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 10 pounds without assistance.

General Food and Beverage Services

• Monitor Lobby Bar for seating availability service safety and well-being of guests.
• Maintain cleanliness of work areas throughout the day practicing clean-as-you-go procedures.
• Notify management of maintenance repairs issues.
• Report any employee guest and/or vendor incidents and accidents to management and Loss Prevention at the time of the incident and/or accident.
• Assist your and other departments when needed to ensure optimum service to guests.