Guest Engagement
• Collaborating with fellow departments to create unique, customized, authentic guest experiences based on available resources and teamwork
• Taking initiative and proactive approaches when handling guest preferences, requests and concerns
• Ensuring that functions achieve or exceed guests’ expectations
• Creating unique, customized, authentic guest experiences based on thoughtful observation and active listening though guests’ expressed and non- expressed preferences
• Extending professionalism and courtesy to guests at all times and displaying the brand values of the company
• Being readily available and approachable to all guests and provide warm, friendly, genuine services to guests
• Coaching, motivating, encouraging and empowering team to take initiative and be proactive to handle customer preferences, requests and concerns
Team Engagement
• Leading by example while demonstrating self- confidence, energy, enthusiasm and humility
• Understanding and sharing all goals and results with the FOH and BOH team members
• Encouraging that the team participates in industry and guest- related activities including networking events, self- sought education programs, acting as guide outside of the hotel function, and other innovative engagements
• Promoting teamwork and morale among all departments and members at all levels and functions
• Encouraging the team actively and willingly participates in job- related activities including daily briefings, weekly meetings, on- going and regular hard skill and soft skill training workshops, cross- training programs, and other engagements as required
• Proactively provide cross – functional support to the F&B team and the Hangout Space team to fulfill and ensure the service flow without any interruption
Financial
• Provide insightful and relevant cost- saving suggestions on a regular basis
• Working closely with line manager to learn and understand revenue and performance results
• Ensuring compliance with all corporate accounting procedures
Operations and Brand Compliance
• Regularly participating in team briefing to have related information regarding to bookings, events, special requests, unavailable items, and other matters
• Controlling and maintaining cleanliness and mise- en- place level at working station and other food production areas or smooth operation
• Ensuring all opening and closing duties are implemented in accordance with established standards
• Maintaining a high standard of personal hygiene and body language at all time
• Following all the policies and procedures of Wink Hotels to ensure operations standards are consistent
• Following the correct kitchen operating procedures with regards to: stock rotation (FIFO), requisitions (according to business needs), maintaining par stocks
• Ensuring all guest requests and complaints are handled appropriately adhering to the Wink Hotels’ general guidelines for service recovery.
• Ensuring Hazard Analysis and Critical Control Points (HACCP) are always being followed
• Being knowledgeable about the food menu, special promotions including preparation times, cooking methods, main ingredient and side dishes
• Liaising closely with the kitchen team to ensure orders are placed on time, as to order, and are delivered in a timely manner
• Following and maintaining excellent grooming standard and uniform guidelines of Wink Hotels at all times
• Assigning work function and ensuring all staff is rostered in accordance with business needs
• Controlling and maintaining safe, secure, and healthy environment by establishing, following, and enforcing sanitation standards and procedures as well as food safety
Other Responsibilities
• Understanding and continually updating relevant policies, procedures and service delivery standards of this position
• Performing other related duties and functions assigned by the Area Operations Manager
• Understanding and continually updating Human Resource policies, procedures and code of discipline while promoting management, team and cross- department support, leadership, professionalism and good relations
