POSITION SUMMARY

Our jobs aren’t 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 F&B 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 restocking supplies, the F&B 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. Doing all these things well (and other reasonable job duties as requested) is crucial for F&B Service Experts – to get it right for our guests and our business each and every time.

A Food and Beverage Service expert thrives on collaborating with the rest of the hotel team to make sure our guests are having a great time in all areas by delivering excellent customer service. They ensure that 5-star hotel expectations are met and exceeded and all customers receive personalised, memorable service which consistently delights.

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 guest's 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 hotel specific process 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.
• 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).

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.
• (M Club) For morning shift: Set up the buffet for Breakfast and ensure that it is replenished during service time. Bring the food from back-office kitchen inside the lounge
• (M Club) For afternoon and evening shift: Set up the buffet for Afternoon tea and/or evening canapés and ensure that the buffet is replenished during service time. Bring the food from back-office kitchen inside the lounge.
• Ensure all food display and serving areas are set up on time, are set out correctly and that all labels are present and accurate including relevant allergens information.
• (M Club) Ensure that the Lounge is tidy and clean, within both front and back of house areas. These must be prepared, stocked and ready for service at all times.
• 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.
• Pick up trays and clean tables as needed to ensure a clean dining area.
• 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.
• Follow service excellence standards at all times.
• 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.