Policies and Procedures
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Protect the privacy and security of guests and coworkers.
Follow company and department policies and procedures.
Maintain confidentiality of proprietary materials and information.
Perform other reasonable job duties as requested by Supervisors.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Guest Relations
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).
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.
Assist other employees to ensure proper coverage and prompt guest service.
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.
Address guests&039; service needs in a professional, positive, and timely manner.
Thank guests with genuine appreciation and provide a fond farewell.
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.
Communication
Talk with and listen to other employees to effectively exchange information.
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.
Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
Provide assistance to coworkers, ensuring they understand their tasks.
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.
Assists Management
Collaborate with management to formally recognize hourly employees&039; performance contributions.
Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
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.
Ensure employee compliance with company standards and policies and external regulations (e.g., safety, OSHA, department- specific procedures such as food standards).
Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
Coordinate tasks and work with other departments to ensure that the department runs efficiently.
Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
Collaborate with management to develop and carry- out ideas and procedures and set goals to continuously improve department performance around guest and employee satisfaction scores.
Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
Inspect grooming and attire of staff and rectify any deficiencies.
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).
Communicate with guests, other employees, or departments to ensure guest needs are met.
Serve as hourly employees&039; first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
Listen to hourly employees&039; suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
Ensure staff is working together as a team to ensure optimum service to guests.
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 information to manager/supervisor by documenting pertinent information in appropriate department logbook.
Complete work orders for maintenance repairs and submit to Engineering, or contact Engineering directly for urgent repairs.
Document any and all guest and employee incidents/accidents for management follow up.
Complete scheduled inventories (e.g., opening inventory) of supplies, food, and liquor to check stock and requisition necessary supplies.
Notify management of maintenance repairs issues.
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.
Inspect storage areas for organization, use of FIFO, and cleanliness and rectify any deficiencies.
Follow property key policies, including checking out and returning keys to appropriate departments.
Monitor dining rooms for seating availability, service, safety, and well being of guests.
