Deliver exceptional customer focused service through adherence
to InterContinental Hotels Group Policies 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
- China is 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 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 Food & Beverage Manager or Supervisor, delivers
exceptional customer focused service through adherence to InterContinental
Hotels Group Policies and Procedures. You will also help to create a desired
work culture around our Winning Ways of 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.
