Guest Service Associate - Food and Beverage Service

Job Description

Job Purpose

• Provides a friendly and personalized welcome for guests
• Offers attentive service and adapts to any constraints guests may have
• Heeds any remarks made by guests and ensures follow-up
• Establishes good relations with guests, offering advice and fostering customer loyalty

Primary Responsibilities 

1st primary responsibilities  

• Completes the following tasks:
  • prepares the point of sale and preparation areas
  • welcomes guests and provides waiter service
  • cleans and tidies the restaurant and preparation areas after closing
• Before every work shift, finds out about dish composition and any shortages
• Organizes his/her work to suit fluctuations in numbers, events and guests
• Ensures the equipment used remains in good condition 
• Communicates and cooperates closely with the other departments (kitchens, bars, lobby, banquet etc)

2nd primary responsibilities

• Is attentive to and respects guests' needs.
• Helps increase customer loyalty through quality of service
• Conveys an attitude in tune with the brand, contributing to the friendly atmosphere of the restaurant and dining rooms
• Recommends and promotes the F&B and bar offers. In a wider context, is familiar with the hotel's services and latest offers
• Controls and analyses, on an on-going basis, in order to optimize the following:

Quality levels of product and service

Guest satisfaction

Operating costs

Sanitation and cleanliness (HACCP/ FSMS)

• Coordinates and supervises the preparation, presentation and service of food products to ensure the highest quality at all times

3rd primary responsibilities

• To ensure that all promotional materials are clean, well presented and ready before operation.
• Ensuring the restaurants and pantry’s are clean, organize and in good condition either slow or busy season.
• Make sure that the cushions, seat covers, table games, movie screen and projector are in good condition and well presented.
• The entire storeroom are clean, tidy, organize all the time. Ability to manage lightings, music background at all the time.
• Proper par stock and FIFO policy is implemented all the time to beverages & food products.
• Implements a daily, weekly and monthly checklist for the entire bar/ restaurants and ensures proper follow-up to attain maximum quality and efficiency.

4th primary responsibilities

• Implements guidelines, policies, and procedures for those operating outlets.
• Must be an example of the Pullman Values, brand standards, and a champion of grooming and appearance guidelines.
• Takes part in meeting the department's targets by respecting the procedures and internal audits applicable in the hotel.
• Helps manage crockery and appliances by avoiding breakages
• May be asked to help with general inventories.

5th primary responsibilities

• Respects the instructions and safety guidelines for the equipment used.
• Applies the hotel's security regulations (in case of fire etc).
• Respects the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc)
• Check in every table to ensure that it is clean, spotless and fully setup, and that all silverware and glassware is spotless before any guests are seated at the table. In addition, check to ensure that all chairs are free of crumbs and that the floor is spotless and clean
• Check on guests to get feedback on the quality of their meals, service, etc. and share any problems that arise immediately-inform Restaurant Manager immediately, but try to take care of the problem at once.
• Have an excellent knowledge about wines and different items on the menu in order to be able to help guests, answer question, and give other suggestions.
• Be thorough in knowledge of the Hotel, services offered, operating hours of all F&B outlets etc.
• Organizes work and adapts timing and relational behavior to suit fluctuations in the numbers and types of guests.
• Always wear employee’s proper nametags, shoes, clean and proper uniforms, appearance.

Other Responsibilities

• Perform other related duties & special projects as assigned by the immediate Supervisor.

Main Complexity/Critical issues in the Job

• To focus on achieving hotel profitability through revenue generation and effective cost controls, directly implement brand standard, achieve guest satisfaction (RPS) targets and team member satisfaction goals (EES) in addition, he/ she is responsible to participate F&B training.

Qualifications

Knowledge and Experience

• Minimum of 1 year of Restaurant experience, preferably in the luxury setting lifestyle resort & stand-alone concept restaurant.
• Strong oral and written communication skills
• Ability to train and develop team members
• Ability to work effectively in a team environment and take initiative
• Excellent organizational skills

Additional Information