CORE WORK ACTIVITIES
General
Assist other colleagues to ensure proper coverage and prompt guest service.
Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest&039;s name when possible.
Interact & engage with guests in conversation regarding their stay, property services, and area attractions/offerings.
Address guests&039; service needs in a professional, positive, and timely manner.
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 to resolve issues, delight, and build trust.
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.
General Food and Beverage Services
Have sound knowledge of outlets food and beverage menus and daily specials and can clearly explain these to the outlet&039;s patrons.
Retrieve and deliver food and beverage orders in a timely manner.
Maintain cleanliness of work and guest areas by clearing, collecting and returning food and beverage items to proper area, practicing clean- as- you- go procedures.
Perform other reasonable duties as requested.
Introducing menus and making recommendations depending on meal period and briefing instructions
Communicate additional meal requirements, allergies, dietary needs, and special requests with the respective kitchens, and ensure guests’ orders are delivered.
Requisition all necessary supplies, specifically bottle- for- bottle liquor restock, transporting supplies from storeroom to bar set- up area as required.
Processing orders in the outlets’ POS system, following the standard procedure
Greets and receives guests, checking of reservation and table management system as to the assigned table and seats guest as per Sequence of service while explaining special restaurant features
Set tables according to type of event and service standards, including types of linens, glassware, plate/chinaware, and silver/flatware, ensuring all supplies meet quality standards.
Prepares beverages as per section assignment and adheres to service standards by meal period and type of service
Taking orders by following outlet specific Sequence of Service and applying upselling techniques
Follow appropriate procedures for serving alcohol, follow local Training & Guidance process, and all states & local laws for serving alcohol responsibly (e.g., last call times)
Pick- up trays and clean tables as needed to ensure a clean dining area.
Oversee, guide and work closely with trainees and casuals working in the same outlet
Banquet Room Set- up
Prepare tables, action stations, buffets, service carts, dessert table/carts and cordial carts with specified tools, wares and equipment according to company standards.
Ensure cleanliness of room vacuuming and dusting.
Set up, operate, and troubleshoot audio- visual (AV), projection, lighting, and conferencing equipment, devices, and systems, ensuring all equipment is operational prior to use.
Prepare coffee breaks, carts, and stations with appropriate food and beverages as stated in Banquet Event Order.
Set tables according to type of event and service standards, including types of linens, glassware, plate/chinaware, and silver/flatware, ensuring all supplies meet quality standards.
Banquet Room Bussing and Cleaning
Monitor tableware to ensure it is presentable to guests, including checking for cleanliness, cracks, and chips.
Break- down, remove, and secure AV equipment and related equipment, devices, and systems promptly following an event.
Bus tables by removing and separating tableware, plateware, glassware, and flatware.
Banquets
Follow up on special banquet event arrangements requested by guest to ensure compliance.
Respond to and try to fulfill any special banquet event arrangements requested by guest.
Assist and instruct guests/customers regarding proper usage and operation of AV equipment and Internet.
Replenish buffet items to ensure consistency and freshness in presentation from opening to closing.
Beverage, Coffee Cart and Bartending
Maintain cleanliness and condition of bar, bar unit (CO2 lines, soda tanks, soda guns, drain, etc.), tables, and other tools, following all set- up guidelines.
Prepare drink orders for guests according to specified recipes using measuring systems.
Stock and restock ice, glassware, paper supplies and liquor.
Anticipate and communicate replenishment needs promptly, ensuring no shortages throughout scheduled function time, and ensuring proper authorization for additional payments as required prior to replenishing.
Document and communicate any incidents/accidents immediately to management and Loss Prevention during shift or event.
Set up and organize cashier workstation with designated supplies, forms, and resource materials; and always maintain cleanliness of workstation.
Inspect the cleanliness and presentation all china, glass, and silver prior to use.
Requisition all necessary supplies, specifically bottle- for- bottle liquor restock, transporting supplies from storeroom to bar set- up area as required.
Cash/Bank Handling
Use department POS as per establishes SOP, able to open and close checks, make posting according to BEO’s and consumption.
Cash/Bank Handling in accordance with established cashiering procedures
Count bank at end of shift, complete designated cashier reports, resolve any discrepancies, drop off receipts, and secure bank.
Obtain assigned bank and ensure accuracy of contracted monies, obtaining change required for expected business level, and always keeping bank secure.
Transport bank to/from assigned workstation, following security procedures.
Follow property control audit standards and cash handling procedures (e.g., blind drops).
Process all payment methods in accordance with accounting procedures and policies.
Record transaction in POS (MICROS or similar system) at time of order.
Opening & Closing
Closing Alcohol inventory to be done and reported in daily reports.
Complete scheduled inventories (e.g., opening inventory) of supplies, food, and liquor to check stock and requisition necessary supplies.
Complete opening and closing duties in the assigned department, 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 and unlocking doors, and completing daily cleaning checklist.
Retrieve keys from Security department and open up the department, unlock doors, turn on lights, AC’s and perform other opening duties for the Events Service Department.
Steps of Service
Present physical and accurate check and process payment, adhering to all cash handling and credit policies/procedures including added and received gratuity.
Monitor and maintain the cleanliness of assigned tables and work areas including ensuring courses are cleared according to department standards and tables are properly crumbed when appropriate.
Communicate with the kitchen regarding the length of wait for food items, recook orders, and product availability.
Check in with guests to ensure satisfaction with each food course and/or beverages.
Welcome and farewell guests as per Sequence of Service by event.
Answer questions on menu selections, and check with kitchen staff whenever additional clarification is necessary.
In- Room Dining/Room Service
Take room service orders over the phone, answering any questions regarding the menu, inputting order into appropriate system, up- selling, following method of payment policies, reading back the order to confirm its accuracy, and providing expected delivery time.
Place and log call back for room service order within appropriate time frame to ensure guest satisfaction.
Collect, clear and remove trays and trolleys from corridors and guest rooms.
Deliver VIP amenities and F&B orders to guest rooms and suites as per sequence of service and standard.
Notify guests and management of delays in service delivery and record any issues or complaints via GXP system.
Communication
Speak to guests and colleagues using clear, appropriate and professional language.
Discuss work topics, activities, or problems with colleagues, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Communicate with guests, other employees, or departments to ensure guest needs are met.
Answer outlet telephones following respective standards when needed
Communicate with service supervisor and or chef in charge when any requests are being address to oneself
Fill in for Hostess when required
Provide assistance to coworkers, ensuring they understand their tasks.
Be confident to connect with Event Management Team to discuss important points of the event, obtain BEO Change logs, etc.
Talk with and listen to other employees to effectively exchange information.
Working with Others
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Develop and maintain positive and productive working relationships with other employees and departments.
Support all colleagues and treat them with dignity and respect.
Quality Assurance/Quality Improvement
Ensure all Brand standards for Restaurant and Private dinning are followed as per the guidelines.
Comply with quality assurance expectations and Brand standards.
Safety and Security
Report work- 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).
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Use proper equipment and tools, 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.
Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
Complete appropriate safety training and certifications to perform work tasks.
Policies and Procedures
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Follow the requirements and tasks as defined in APEC Food & Beverage Cashiering SOP if associate handles cash.
Follow company and department policies and procedures.
Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.
Protect the privacy and security of guests and coworkers.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Comply with quality assurance expectations and standards.
Maintain confidentiality of proprietary materials and information.
Perform other reasonable job duties as requested by Supervisors.
