JOB OVERVIEW
Deliver exceptional customer focused service through adherence to InterContinental HotelsGroupPolicies and Procedures.
At Holiday Inn we want our guests to relax and be themselves which means we need team members to:
. Be you - by being natural, professional and personable in the way you are with people
. Get ready - by taking notice and using your knowledge so that you are prepared for anything
. Show you care - by being thoughtful in the way you welcome and connect with guests
. Take action - by showing initiative, taking ownership and going the extra mile
DUTIES AND RESPONSIBILITIES
FINANCIAL RETURNS:
- Recycles where-ever possible and enforces cost saving measures to staff
PEOPLE:
- Communicates to his/her superior any difficulties, guest comments and other relevant information
- Establishes and maintains effective employee working relationships
- Attends and participates in daily briefings and other meetings as scheduled
- Attends and participates in training sessions as scheduled
GUEST EXPERIENCE:
- Deliver Food and Beverage service of high standard and in accordance with departmental standards and procedures
- Prepares for service by ensuring:
- Grooming is impeccable and in accordance with ICHG personal presentation standards
- Outlet equipment is clean
- Equipment is sorted and stored
- Glassware is polished
- Flatware is polished
- Chinais clean
- Waiter stations are prepared
- Cutlery is placed for buffet and table service
- Tables are set
- Reservations are read and familiarized
- Special occasions are ready
- Music is on
- Lighting is on
- Outlet is ready for service and guest comfort
- Carries out effective service by ensuring:
- Guests are greeted and seated
- Daily specials are explained and up sold
- Food orders are processed accurately
- Trays and tray jacks are effectively used
- Food orders are taken quickly
- Payment methods are handled accurately
- Working areas are cleaned and re-set quickly
- Bar is clean
- Used ashtrays are regularly cleaned
- Guests are conversed with in relation to the food and beverage products
- Carries out effective beverage service by ensuring:
- Beverages are up sold and regularly replenished, abiding by responsible alcohol service regulations
- Converse with Guests about wine, advising the types and styles of wine, taking wine orders and serving wine
- Promoting and selling cocktails to guests
- Making and presenting cocktails
- Coffee and tea is served hot and in accordance with standard
- Take appropriate action to resolve guest complaints
- Food and beverage stock is stored in relation to hotel procedures
RESPONSIBLE BUSINESS:
- Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines
- Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
- Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
- Initiate action to correct a hazardous situation and notify supervisors of potential dangers
- Log security incidents and accidents in accordance with hotel requirements
- Performs related duties and special projects as assigned
ACCOUNTABILITY
Under the direction of the Restaurant Manager or Supervisor, delivers exceptional customer focused service through adherence to InterContinental HotelsGroupPolicies and Procedures. You will also help to create a desired work culture around our Winning Waysof the InterContinental Hotels Group and embrace the IHG Commitment.
QUALIFICATIONS AND REQUIREMENTS
High School or Vocational Certificate in Hotel Management, Food & Beverage, or related field, with 1 year of related experience or an equivalent combination of education and experience. Obtained alcohol awareness certification and/or food service permit or valid health/food handler card as required by local government agency. Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. Able to read and write English.
