Marriott
Food Services Supervisor - The Park Tower Knightsbridge Luxury Collection Hotel London
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POSITION SUMMARY
Inspect grooming and attire of staff, and rectify any deficiencies. Communicate with guests, other employees, and/or departments to ensure guest needs are met. Ensure staff is working together as a team. Monitor dining rooms for seating availability, service, safety, and well-being of guests. Complete work orders for maintenance repairs. Complete scheduled inventories of supplies, food, and liquor. Check stock and requisition necessary supplies. Obtain assigned bank and ensure accuracy of contracted monies, obtaining change required for expected business level, and keeping bank secure at all times. Communicate last call at designated closing time.
Answer guest questions or concerns regarding the origin, vintage, and style of various wines. Check quality and quantity of all stock and supplies. Requisition all supplies. Perform bottle-for-bottle liquor restock. Communicate last call at designated closing time. Prepare drink orders for guests according to specified recipes using measuring systems. Issue, open, and serve wine/champagne bottles. Count bank at end of shift, complete designated cashier reports, resolve any discrepancies, drop off receipts, and secure bank. Obtain change required for expected business level, and keeping bank secure at all times. Secure liquors, beers, wines, coolers, cabinets, and storage areas. Anticipate and communicate replenishment needs promptly. Ensure staff is working together as a team.
Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees. Develop and maintain positive working relationships with others, and support team to reach common goals. Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Ensure adherence to quality expectations and standards. Read and visually verify information in a variety of formats (e.g., small print). Visually inspect tools, equipment, or machines (e.g., to identify defects). 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 50 pounds without assistance. Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. Move through narrow, confined, or elevated spaces. Move up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested by Supervisors.
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.
- Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
- 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.
- Maintain awareness of undesirable persons on property premises.
- Complete appropriate safety training and certifications to perform work tasks.
- Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
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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 HODs.
Guest Relations
- Address guests' service needs in a professional, positive, and timely manner.
- Thank guests with genuine appreciation and provide a fond farewell.
- Assist other employees to ensure proper coverage and prompt guest service.
- 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.
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- 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.
- 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).
Communication
- Speak to guests and co-workers using clear, appropriate, and professional language.
- Provide assistance to coworkers, ensuring they understand their tasks.
- 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.
- Answer telephones using appropriate etiquette, including answering the phone within 3 rings, answering with a smile in one's voice, using the caller's name, transferring calls to the appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
- Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
- Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
Assists Management
- Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
- Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
- Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions, and provide input on possible improvements.
- Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
- Ensure employee compliance with company standards and policies and external regulations (e.g., safety, OSHA, department-specific procedures such as food standards).
- Assist management in establishing and communicating goals, performance expectations, timetables, and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
- Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
- Coordinate tasks and work with other departments to ensure that the department runs efficiently.
- Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
- Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
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Working with Others
- Support all co-workers and treat them with dignity and respect.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
- Partner with and assist others to promote an environment of teamwork and achieve common goals.
- Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
- Develop and maintain positive and productive working relationships with other employees and departments.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and brand standards.
- Monitor the performance of others to ensure adherence to quality expectations and standards.
- Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
Physical Tasks
- Read and visually verify information in a variety of formats (e.g., small print).
- Visually inspect tools, equipment, or machines (e.g., to identify defects).
- 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 50 pounds without assistance.
- Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
- Move through narrow, confined, or elevated spaces.
- Move 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
- Follow appropriate procedures for serving alcohol (e.g., TIPs (Training for Intervention Procedures), CARE (Control Alcohol Risks Effectively)).
- Document any and all guest and employee incidents/accidents for management follow-up.
- Report any employee, guest, and/or vendor incidents and accidents to management and Loss Prevention at the time of the incident and/or accident.
- Complete scheduled inventories (e.g., opening inventory) of supplies, food, and liquor to check stock and requisition necessary supplies.
- Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
- Assist your and other departments when needed to ensure optimum service to guests.
- Follow property key policies, including checking out and returning keys to appropriate departments.
- Complete work orders for maintenance repairs and submit to Engineering, or contact Engineering directly for urgent repairs.
- Notify management of maintenance repairs
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