Job Summary:
The main purpose of this job is to ensure the guest receives the highest quality of services in the restaurant.
Essential Job Functions:
Guest Service Responsibilities
· Set up side station and performs side work as assigned
· Provide immediate attention to all guests upon seating
· Informs guests of daily specials and chefs specialties
· Takes guests orders accurately and timely
· Places order with kitchen; informs cooks about special cooking instructions
· Serves beverages and meals according to standard operating procedure
· Performs quality check to ensure guest satisfaction
· Removes soiled places and glass ware according to standard operating procedure
· Suggests and serves dessert, coffee and after dinner drinks
· Verifies accuracy for prices, tips and other charges on all checks
· Handles cash and credit card charges according to standard operating procedure
· Clear and reset tables when the guests have left the restaurant.
· Keeps table, dining room and bus station areas clean at all times
· Advises supervisor of any complaints as soon as they occur
· Performs clean-up and closing duties as assigned by manager
· Attends pre-shift line-up as requested by the Supervisor or Service Director
· Reviews and turns in Z report with correct cash drop and credit card slips
· Performs any task asked by supervisor which is job or guest related
· Report to work in a neat and clean uniform. Well-groomed hair and personal hygiene are essential.
· All guests must be treated in a manner to ensure their complete satisfaction. Always strive to exceed guests’ expectations.
Health & Safety Responsibilities
Ensure high standards of health and safety are maintained at all times.
Complete required cleaning tasks in accordance with the restaurants daily and weekly tasks sheet, ensuring the work has been completed to a high standard.
Ensure any faults or problems with equipment and the venue are reported.
Work in a way that minimizes risks to the health and safety and security of self and others.
Ensure all cleaning products and any other substance that could cause a health risk is used according to the data sheet.
To have a full understanding of the fire evacuation procedures.
Legislation & Company Policy
Gain TIP certification within 3 months of acquiring the job.
Check identification of guests to ensure guests are of legal age to consume alcoholic beverages. Refuse to serve beverages in a polite manner to guests who are not of legal age.
Use judgment and reasoning to cope with difficult situations, such us preventing a guest from alcohol intoxication, dealing appropriately with an underage guest. "Carding a minor and delivering a glass of water rather than refusing service or confronting the guest"
If a guest is consuming alcoholic beverages, observe guests behavior, count number of drinks served and if the server feels they should not drive, offer a taxi. Do not hesitate to ask a manager to intervene.
Understand and actively support all company policies relevant to your role.
Other
Capability to effectively communicate with guests and team members.
Flexibility to work various schedules as business demands including nights, weekends and holidays.
TOP Requirements:
· Team Up, Own It and Passionately Serve!
· Team Up: Be Golden, Collaborate and Help Others Succeed.
· Own It: Be a role model, Embrace Responsibility and Keep Learning.
· Passionately Serve: Be Positive, Care Deeply and Create Memories.
· Recognize your co-workers with a Shout Out when they Team Up, Own it or Passionately Serve.
· Demonstrate self-confidence, energy and enthusiasm at all times.
· Understand that you represent and reflect Shamin Hotels TOP Culture while at your hotel.
Qualification Summary:
Education & Experience:
· Must be over the age of 18
· High school diploma or GED certification required.
· Customer service experience required.
· 1-2 years of server experience preferred.
· Knowledge and understanding of ABC laws.
· Cash handling knowledge required.
· Must be able to work with and understand financial information and data, and possess basic mathematical skills:
§ Reading, Writing & Basic Math
§ Computer skills to ring in orders
§ Brand systems
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of the job, the employee will be required to:
Stand or walk for long periods of time including for an entire work shift (8 hours)
Lift, carry, push or pull up to 20 pounds frequently and up to 50 pounds on occasion.
Reach overhead and below the knee including bending, twisting, pulling and stooping.
Exposure to harmful chemicals, odors and potentially infectious materials.
Ability to work in a loud environment. Ability to talk and hear is required.
Work in hot or cold environments (the kitchen/walk in freezer/outdoor temperature)
Occasionally carry, lift or move objects weighing up to 100 pounds with assistance.
Mental Requirements:
· Must be able to interact with guests in a friendly/fast manner.
· Must be able to convey information and ideas clearly, both oral and written in English.
· Must be able to evaluate and select among alternative courses of action quickly and accurately
· Must be able to work well in stressful, high-pressure situations including the ability to handle guest complaints and disputes while resolving them even if the situation did not begin with them.
· Must maintain composure and objectivity under pressure. Must be respectful and maintain a calm demeanor.
· Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems.
· Must be effective at listening to, understanding and clarifying concerns and issues raised by team members and guests.
· Must be able to work with a myriad of personalities and levels within the hotel and outside sources
JB.0.00.LN
