POSITION SUMMARY

Ensure total guest satisfaction with providing excellent level of service at all time. Follow management guidance and Marriott Standard Operating Procedures and London Standard Operating Procedures. Maintain a proper and accurate cashiering procedure.

Serve food courses and alcoholic beverages to guests. Answer questions on menu selections. Communicate with the kitchen regarding menu questions, the length of wait and product availability. Communicate additional meal requirements and special requests to the kitchen.  Record transaction in MICROS system at time of order. Maintain cleanliness of work areas, china, glass, etc., throughout the day. Complete closing duties, including restocking items, turning off lights, etc. Present physical and accurate check to guest and process payment.

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. Speak with others using clear and professional language. Develop and maintain positive working relationships with others, support team to reach common goals. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

CRITICAL TASKS

General Food and Beverage Services

• Communicate daily specials, drinks and promotional activities to guests

• Be prepared to answer any questions about the menu in a direct concise way.

• Practice of suggestive selling and aggressive hospitality.

• Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen.

• Ensure that guests are satisfied by assisting with service, communicating with kitchen and by striving to speak to each guest

• Serve guests according to service standards

• Bring supplies from the store and re-stock the service area.

• Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.

• Prepare mise-en-place for all service periods.

• Ensure that all side work is done on a daily basis

• Comply with 49 point Checklist

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.

• Serve 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.

• Thank guests with genuine appreciation

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED etc) to resolve issues, delight, and build trust.

• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

• Provide assistance to individuals (e.g., escorting them when requested, using words to explain actions).

• Assist other employees to ensure proper coverage and prompt guest service.

• 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.

Beverage/Coffee Cart

• Inspect the cleanliness and presentation all china, glass, and silver prior to use.

Cash/Bank Handling

• Record transaction in our POS SQUIRREL at time of order.

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.

• Check in with guests to ensure satisfaction with each food course and/or beverages.

• Answer questions on menu selections, and check with kitchen staff whenever additional clarification is necessary.

• Communicate with the kitchen regarding the length of wait for food items, recook orders, and product availability.

Assists Management

• Communicate with guests, other employees, or departments to ensure guest needs are met.

• Attend team meeting.

• Communicate directly and/or through the use of a logbook to the next shift staff.

• Present ideas, expectations and information in a concise, well-organized way.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.

• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

• Demonstrates self-confidence, energy and enthusiasm

Working with Others

• Support all co-workers and treat them with dignity and respect.

• 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.

• To assist other in their duty if needed (like supporting kitchen porter).

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

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.

• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.

• 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.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.

• Follow company and department policies and procedures.

• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

• Maintain confidentiality of proprietary materials and information.

• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

• Perform other reasonable job duties as requested by Supervisors.

Physical Tasks

• 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 10 pounds without assistance.

• Frequent bending, kneeling and stooping, climbing up to 6 floors of stairs

• Good visual observation.

• Walking and working outside of air-controlled areas.

Professional Appearance

• Male staff members should be well shaved and have their hair well trimmed. Mustache is permitted if kept neat and trimmed.

• Jewelry other than wedding ring and watch is not permitted. Women are authorized to wear earring drops.

• Female staff members should at all times have their hair in tide-back it is longer than shoulder length

Other

• Be punctual and wear the name tag and uniform at all times during working hours.

• Perform all tasks in a timely manner ensuring all deadlines are met.

• Perform other related tasks as assigned by management.

• Comply with MVCI and Marriott International polices and procedures.

• Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.

• Maintain an attitude and commitment to provide excellent service to all customers and associates.  Respond sensitively to the needs and feelings of others, regardless of status or position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.

• Maintain a working knowledge of all Marriott product lines.

• Maintain computer systems knowledge (MS Office, e-mail etc)

• Work with all MVCI colleagues as a team, supporting the needs within that team and those of the business at all times.

CRITICAL COMPETENCIES

Interpersonal Skills

• Customer Service Orientation

• Teamwork

• Interpersonal Skills

• Diversity Relations

Communications

• Communication

• Listening

• English Language Proficiency

Personal Attributes

• Dependability

• Presentation

• Positive Demeanor

• Integrity

• Safety Orientation

• Stress Tolerance

• Adaptability/Flexibility

Organization

• Multi-Tasking

Personal Attributes

• Information Retention

PREFERRED QUALIFICATIONS

Education

High school GSCEs or equivalent

Related Work Experience

Prior related work experience

EVALUATION PROCESS

By Whom:               Food and Beverage Manager

Frequency:              Bi annual / Annually

Criteria:                   Accuracy, timeliness, attitude and overall performance

Standards:              Quality/quantity of work reliability/dependability

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.