Food and Beverage Supervisor
12 days ago
Regents Park
The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today's traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative - in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work,? begin your purpose, belong to an amazing global? team, and become the best version of you. 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. Extraordinary Operations Every order taken, recommendation made, beverage pairing suggested, reflects your knowledge, experience and your own reputation as an F&B professional. Every guest interaction should be personalised and special - you can make this happen by taking ownership of each guest interaction, listening for cues and following up on guest signals to deliver a memorable experience. There is no such thing as 'no' when it comes to a guest request- do what you need to do to meet request (engage with other colleagues, departments, expertise) or at the very least, find alternatives to present back to the guest when all other options are exhausted. You are responsible for operating within Marriott International's policies and procedures and ensuring that you sign off the relevant declarations should cash, key or card handling become a regular part of your role Extraordinary Services Deliver an extraordinary guest service - personalised, fun, engaging, caring, and attentive. To be a reason for guest return due to your shining personality, knowledge of regulars, conversion of first-time guests to be fans and strong & engaging floor presence. Deliver and support the hotel and brand's service standards at every moment, including knowledge of the hotel, its history, the Navigator and the daily RWAY. Attend and actively participate in all required training sessions including shift briefings, menu tasting etc. There will be regular knowledge tests to be sure your knowledge is where it needs to be in a five star environment. You are a role model for service and hospitality ensuring every guest is satisfied and will talk about their experience for years to come. Extraordinary People Work as a strong and committed team member and colleague, as well as proactively nurturing all relationships. Extraordinary Innovation Proactively contribute ideas and share creative solutions to make St Pancras the best possible workplace and destination of choice for our guests. Proactively problem solve and seek to provide solutions along with any identified issues - whilst you may not be able to fix everything, coming up with ideas that can help can also speed things up! 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. You'll be expected to deliver on the following Continually expand knowledge of local attractions, popular culture, and consumer brands relevant for guests. Stay up-to-date on the local area, including unique attributes, happenings and offerings, so that you are prepared to provide specific recommendations for guests. Build and use personal and professional resources to offer unique recommendations. Communicate recommendations in a way that builds excitement and interest among guests and associates Specific Duties To ensure the awareness of guest arrival details Proactively seek guest preferences and record them Greet guest upon arrival for introduction and rooming Respond to special requests from guests with unique needs and follow up to ensure satisfaction Reading cues from each guest to determine the best way to engage with them Open doors and assist guests/visitors entering and leaving property Offer and facilitate our VIP Eurostar service to all Chambers Suite paying guests Assist guests/visitors/ concierge in and out of vehicles, including assisting guests with storing the bags Your friendly, authentic approach creates a unique and personalized guest experience when the guest walks in the door. You are responsible for greeting and escorting guests to rooms Opening doors and assisting guests/visitors entering and leaving property with luggage Inform guests of property amenities, services, and hours of operation, and local areas of interest and activities 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. 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. 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 guest. Working with Other 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. 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. Follow all company policies and procedures. 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. Your key measure for the role GuestVoice & TripAdvisor Food Safety Audit compliance Brand Standard Audit compliance 43 point checklist compliance Environmental health checks You know you're doing a great job when You achieve a minimum of a P rating in your annual performance review You are being recognised by guests for extraordinary hospitality and product knowledge * The overall hotel BSA, GSS, ESS and Trip Advisor goals are being achieved. At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. TPBN1_UKCT
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