POSITION SUMMARY
Ensure staff is working together as a team to ensure optimum
service and that guest needs are met. Inspect grooming and attire of staff,
and rectify any deficiencies. Complete opening and closing duties including
setting up necessary supplies and tools, cleaning all equipment and areas,
locking doors, etc. Inspect storage areas for organization, use of FIFO,
and cleanliness. Complete scheduled inventories and stock and requisition
necessary supplies. Monitor dining rooms for seating availability, service,
safety, and well being of guests.
Complete work orders for maintenance repairs.
Assist management in hiring, training, scheduling, evaluating,
counseling, disciplining, and motivating and coaching employees; and serve as
a role model and first point of contact of the Guarantee of Fair Treatment/Open
Door Policy process. Follow all company and safety and security policies
and procedures; report accidents, injuries, and unsafe work conditions
to manager; and complete safety training and certifications. Ensure uniform
and personal appearance are clean and professional, maintain confidentiality
of proprietary information, and protect company assets. Welcome and acknowledge
all guests according to company standards, anticipate and address guests’
service needs, assist individuals with disabilities, and thank guests
with genuine appreciation. Speak with others using clear and professional
language.
Develop and maintain positive working relationships with others, support team
to reach common goals, and listen and respond appropriately to the concerns
of other employees. Ensure adherence to quality expectations and standards;
and identify, recommend, develop, and implement new ways to increase
organizational efficiency, productivity, quality, safety, and/or cost-savings.
Read and visually verify information in a variety of formats (e.g., small
print). Visually inspect tools, equipment, or machines (e.g., to identify
defects). Stand, sit, or walk for an extended period of time or for an entire
work shift.
Move, lift, carry, push, pull, and place objects weighing less than or equal
to 50 pounds without assistance. Grasp, turn, and manipulate objects of varying
size and weight, requiring fine motor skills and hand-eye coordination. Move
through narrow, confined, or elevated spaces. Move up and down stairs and/or
service ramps. Reach overhead and below the knees, including bending, twisting,
pulling, and stooping.
Perform other reasonable job duties as requested by Supervisors.
CRITICAL
TASKS
Safety and Security
- Report
work related accidents, or other injuries immediately upon occurrence
to manager/supervisor. - Follow company and department safety
and security policies and procedures to ensure a clean, safe, and secure
environment. - Identify and correct unsafe work procedures or conditions
and/or report them to management and security/safety personnel. - Follow
property specific procedures for handling emergency situations (e.g.,
evacuations, medical emergencies, natural disasters). - 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. - Maintain awareness of undesirable persons
on property premises. - Use proper equipment, wear appropriate personal
protective clothing (PPE), and employ correct lifting procedures, as necessary,
to avoid injury.
Policies and Procedures
- Follow
company and department policies and procedures. - Protect the privacy
and security of guests and coworkers. - Maintain confidentiality
of proprietary materials and information. - Ensure uniform, nametags,
and personal appearance are clean, hygienic, professional and in compliance
with company policies and procedures. - Protect company tools, equipment,
machines, or other assets in accordance with company policies
and procedures. - Perform other reasonable job duties as requested
by Supervisors.
Guest Relations
- Address guests'
service needs in a professional, positive, and timely manner. - Assist
other employees to ensure proper coverage and prompt guest service.
- Welcome and acknowledge each and every guest with a smile, eye contact,
and a friendly verbal greeting, using the guest's name when possible.
- Anticipate guests' service needs, including asking questions of guests
to better understand their needs and watching/listening to guest preferences
and acting on them whenever possible. - Actively listen and respond
positively to guest questions, concerns, and requests using brand or property
specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues,
delight, and build trust. - Thank guests with genuine appreciation
and provide a fond farewell. - Engage guests in conversation regarding
their stay, property services, and area attractions/offerings. - Provide
assistance to individuals with disabilities, including assisting visually,
hearing, or physically-impaired individuals within guidelines (e.g., escorting
them when requested, using words to explain actions, writing directions
on paper, moving objects out of the way, or offering access to Braille or TDD
phones).
Communication
- Speak to guests and co-workers
using clear, appropriate and professional language. - Provide assistance
to coworkers, ensuring they understand their tasks. - Talk with
and listen to other employees to effectively exchange information.
- Answer telephones using appropriate etiquette including answering the phone
within 3 rings, answering with a smile in one's voice, using the callers' name,
transferring calls to appropriate person/department, requesting permission
before placing the caller on hold, taking and relaying messages, and allowing
the caller to end the call. - Discuss work topics, activities,
or problems with coworkers, supervisors, or managers discreetly and quietly,
avoiding public areas of the property. - Prepare and review written
documents (e.g., daily logs, business letters, memoranda, reports), including
proofreading and editing written information to ensure accuracy
and completeness.
Assists Management
- Serve as
a departmental role model or mentor by working alongside employees to perform
technical or functional job duties. - Assign and ensure work tasks
are completed on time and that they meet appropriate quality standards.
- Ensure that hourly employees are trained on company core values, job roles,
responsibilities, and technical and service aspects of the job. - Ensure
employee compliance with company standards and policies and external regulations
(e.g., safety, OSHA, department-specific procedures such as food
standards). - Encourage and motivate employees to perform their best,
take responsibility for tasks and assignments, make decisions and provide input
on possible improvements. - Assist management to ensure that hourly
employees have the necessary resources to effectively perform their jobs (e.g.,
supplies, equipment, and inventory). - Assist management in establishing
and communicating goals, performance expectations, timetables and deadlines
for shift or departmental operations to hourly employees and ensure that
they are understood. - Listen to hourly employees' suggestions
for improving how work is done and how guests are served, gaining management
support as needed to act upon suggestions. - Coordinate tasks and work
with other departments to ensure that the department runs efficiently.
- Collaborate with management to develop and carry-out ideas and procedures,
and set goals to continuously improve department performance around guest
and employee satisfaction scores. - Coach and develop employees (e.g.,
create expectations for continual improvement, provide challenging tasks
and assignments, hold development discussions, and construct and execute
development plans). - Collaborate with management to formally recognize
hourly employees' performance contributions. - Serve as hourly employees'
first point of contact as part of the Guarantee of Fair Treatment/Open Door
Policy process. - Ensure staff is working together as a team to ensure
optimum service to guests. - Communicate with guests, other employees,
or departments to ensure guest needs are met. - Inspect grooming
and attire of staff, and rectify any deficiencies.
Working
with Others
- Support all co-workers and treat them with dignity
and respect. - Handle sensitive issues with employees and/or guests
with tact, respect, diplomacy, and confidentiality. - Develop
and maintain positive and productive working relationships with other employees
and departments. - Partner with and assist others to promote
an environment of teamwork and achieve common goals. - Actively listen
to and consider the concerns of other employees, responding appropriately
and effectively.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.
- Monitor
the performance of others to ensure adherence to quality expectations
and standards. - Identify and recommend new ideas, technologies,
or processes to increase organizational efficiency, productivity, quality,
safety, and/or cost-savings.
Physical Tasks
Read
and visually verify information in a variety of formats (e.g., small print).
- Visually inspect tools, equipment, or machines (e.g., to identify
defects). - Stand, sit, or walk for an extended period of time or for
an entire work shift. - Move, lift, carry, push, pull, and place objects
weighing less than or equal to 50 pounds without assistance.
Grasp, turn, and manipulate objects of varying size and weight, requiring
fine motor skills and hand-eye coordination.
Move through narrow,
confined, or elevated spaces.
Move up and down stairs and/or service
ramps.
- Reach overhead and below the knees, including bending,
twisting, pulling, and stooping.
General Food and Beverage
Services
- Report any employee, guest, and/or vendor incidents
and accidents to management and Loss Prevention at the time of the incident
and/or accident. - Maintain cleanliness of work areas throughout the day,
practicing clean-as-you-go procedures. - Assist your and other
departments when needed to ensure optimum service to guests. - Document
any and all guest and employee incidents/accidents for management follow
up. - Inspect storage areas for organization, use of FIFO,
and cleanliness and rectify any deficiencies. - Notify management
of maintenance repairs issues. - Complete work orders for maintenance
repairs and submit to Engineering, or contact Engineering directly for urgent
repairs. - Follow property key policies, including checking out
and returning keys to appropriate departments. - Complete scheduled
inventories (e.g., opening inventory) of supplies, food, and liquor to check
stock and requisition necessary supplies. - Monitor dining rooms
for seating availability, service, safety, and well being of guests.
- Communicate information to manager/supervisor by documenting pertinent
information in appropriate department logbook.
Opening
- Complete opening duties including setting up necessary supplies and tools,
including bank, and ensuring work area is clean and everything is in working
order.
Greeting and Seating
- Thank every guest upon
departure, invite them to return, and wish them a fond farewell.
Closing
- Complete closing duties, 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 doors, and completing daily cleaning checklist.
CRITICAL
COMPETENCIES
Analytical Skills
Problem
Solving
Learning
Decision-Making
Arithmetic Computation
Interpersonal Skills
Team Work
Interpersonal Skills
Customer Service Orientation
Diversity Relations
Influence
Communications
Communication
Listening
English Language
Proficiency
Telephone Etiquette Skills
Applied Reading
Writing
Personal Attributes
Dependability
Positive
Demeanor
Presentation
Integrity
Stress Tolerance
Initiative
Adaptability/Flexibility
Safety Orientation
Organization
Multi-Tasking
Detail Orientation
Time
Management
Planning and Organizing
Assists Management
Resolving Conflict
Delegating and Directing
Team Building
Coaching and Developing
PREFERRED
QUALIFICATIONS
Education
Matric and tersiary
qualification.
Related Work
Experience
At least 2 years of related work
experience.
Supervisory Experience
At least 1 year of supervisory experience.
