• Customer service
o Ensures the delivery of brand promise and provides exceptional guest service at all times.
o Provides excellent service to internal customers in other departments as appropriate.
o Handles all guest and internal customer complaints and inquiries courteously and efficiently, following through to make sure problems are resolved satisfactorily.
o Maintains positive guest and colleague interactions with good working relationships.
o Establishes a rapport with guests maintaining good customer relationships.
o Ensures the food and beverage division meets the hotel’s targets in the areas of guest satisfaction surveys and customer audits. Attention to detail
o Operational
o Responds to the results of the consumer audit and ensures that the relevant changes are implemented.
o Works closely with other outlet employees in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
o Works in a supportive and flexible manner with other departments, in a spirit of “we work through teams”. Presents menu/ drinks list, answers enquiries and makes suggestions regarding food, beverage and service to guests.
o Takes orders and serves food and beverage to the guest according to the established sequence and procedures.
o Fully conversant with all aspects of the micros computer system.
o Ensures all food and beverage items, equipment and other facilities in the outlet are maintained according to the departmental operation manual requirements.
o Takes guest orders and serves items without unnecessary delay.
o Familiars and have good knowledge of the outlet’s menu and wine list.
o Up-sells beverage to increase the revenue.
o Reports any difficulties or problems to team leader/ assistant manager for a solution or follow up actions. Maintains par stocks of beverages and guest supplies.
o Prepares mise-en-place according to the requirement and operation needs.
o Prepares and serves cocktails as requested.
o Assists in setting up/ decorating the outlet according to the theme during special promotions or occasions.
o Ensures all beverage stocks are kept in the proper storage under the appropriate temperature.
o Ensures all glasses are well polished.
o Assists in bar stock inventory and maintains an accurate inventory record.
o Submits request for replenishing the beverage items in the bar.
o Performs the function of the cashier as required.
o Verifies cash received ensuring only genuine money has been collected.
o Verifies all credit cards presented by the guest before to validity of the card.
o Strictly adheres to all policies and procedures issued by finance about cashiering and cash handling.
o Other duties
o Understands and strictly adheres to rules and regulations established in the employee handbook and the hotel's policies concerning fire, hygiene, health and safety.
o Attends training sessions and meetings as and when required.
o Carries out any other reasonable duties and responsibilities as assigned
o Follow sop