Safety and Security
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Report works related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Policies and Procedures
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.
• Follow company and department policies and procedures.
• Protect the privacy and security of guests and coworkers.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Guest Relations
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest&039;s name when possible.
• Anticipate guests&039; service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• 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).
• 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.
• Address guests&039; service needs in a professional, positive, and timely manner.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Assist other employees to ensure proper coverage and prompt guest service.
Communication
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one&039;s voice, using the callers&039; 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.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Talk with and listen to other employees to effectively exchange information.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Speak to guests and co- workers using clear, appropriate and professional language.
Working with Others
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Support all co- workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
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
• Report any employee, guest, and/or vendor incidents and accidents to management and Loss Prevention at the time of the incident and/or accident.
• Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen.
• Maintain cleanliness of work areas throughout the day, practicing clean- as- you- go procedures.
• Monitor dining rooms for seating availability, service, safety, and wellbeing of guests.
• Assist your and other departments when needed to ensure optimum service to guests.
Assists Management
• Communicate with guests, other employees, or departments to ensure guest needs are met.
Opening
• Check menus to ensure they are current, clean, plentiful, and wrinkle- free.
Greeting and Seating
• Thank every guest upon departure, invite them to return, and wish them a fond farewell.
• 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.
• Organize large groups into smaller, more manageable tables.
• Greet guests and determine the number in their party.
• Maintain wait list and quote accurate wait time to guests, directing guests to appropriate wait area.
• Seat guests by finding a clean, available table; pulling out chairs; placing clean/current menu in front of guest, etc.
• Make appropriate seating decisions using station rotation charts to distribute parties evenly among stations.
• Guide guests through the dining rooms and provide any assistance needed.
• Move and arrange tables, chairs, and settings and organize seating for groups with special needs with minimal amount of disturbance to other guests.
Closing
• Ensure closing etiquette is followed so that guests do not feel rushed (e.g., do not set tables for breakfast while guests are finishing dinner).
• 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.
• Check with the captain or supervisor before leaving at the end of shift.
Reservations
• Enter dinner information (e.g., number of guests) into the reservation system.
• Answer phones and take dining reservations from guests, ask and record preferences or special requests/occasions, and relay this information to kitchen staff or management.
