General Food and Beverage Services

• Maintain cleanliness of work and guest areas by clearing, practicing clean-as-you-go procedures and collecting and returning food and beverage items to proper area.
• Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures with periodic deep cleaning as set out by a supervisor or manager.
• Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen.
• Set all tables according to type of event, space and service standards, including types of linens, glassware, plate/chinaware, and silver/flatware, ensuring all supplies meet quality standards.
• Inspect the cleanliness and presentation all China, glass, and silver prior to use. Always maintain a high level of cleanliness, including coffee machines, beerline pipes and fridges.
• Maintain a high standard of personal appearance and hygiene and meet hotel grooming and uniform standards. Trainers and jeans are not allowed on shift at any time.
• Maintain healthy inter-departmental relationships with colleagues and managers.
• Be empowered to deal with guest problems, through following the LEARN process, and to seek advice when unsure what to do. Communicate with direct line manager about any issues or situations.
• Develop self and others, by responding to and giving feedback to other associates.
• Always follow service excellence standards.
• Carry out any other duty/function that may be assigned by direct line manager and/ or supervisor.
• Ensure that all food and beverage products are correctly stored, dated, labelled and rotated where necessary.
• Move, lift, carry, and place objects weighing less than or equal to 20 kilos without assistance and more than 20 kilos with assistance. Follow manual handling procedures fully in order to minimise risk to self and colleagues, and never take on any loads that exceed these limits without adequate support and/or equipment.
• Follow appropriate procedures for serving alcohol, follow local training & guidance.
• 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 any other reasonable duties as requested.
• Coordinates with the respective kitchens to ensure guests’ orders are delivered.
• Inspect condition of furniture for tears, rips, and stains and report damages to manager/supervisor.
• Dust surfaces in assigned area, including furniture, fixtures, woodwork, pictures, phones, fire extinguisher boxes, exit signs, and air vents.
• Empty rubbish containers regularly to avoid build-ups and use them as designated for their purpose, including those specifically for food wastage to assist with the hotel’s sustainability efforts.
• Clean floor surfaces in designated spaces using appropriate chemicals, supplies, and equipment (e.g., mops, vacuums, wet vacuum, shampoo machine, stain remover). Ensure that PPE is used whenever necessary and instructions by product are always followed fully to maintain COSHH requirements. Do not use any chemicals or equipment that you have not received training for and seek further help from a supervisor or manager if necessary.
• Clean and maintain lights by wiping lamps, light fixtures, and light switches, checking that they are in proper working condition, and reporting any defects in a timely manner.

Beverage/Coffee Cart

• 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

• Ensure order taking is accurate, clear and personalized recommendations are made wherever possible to help guests make informed choices.
• Have a thorough knowledge of all menus offered in order to clearly articulate and describe items during the order taking and suggestion making process.
• Present a physical and accurate check and process payment, adhering to all cash handling and credit policies/procedures including added and received gratuities.
• 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 – especially on allergens where no assumptions must be made and a definitive answer always provided, even if this involves checking with a supervisor or manager.
• Communicate with the kitchen regarding the length of wait for food items, re-cook orders, and product availability.
• Proactively offer refills, additional courses etc. without having to be asked.

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.
• Understand the escalation process and how to follow it in the event of a serious or urgent matter arising, such as an allergic reaction or food