Guest Service Associate

1 week ago

Mumbai, India Radisson Mumbai Andheri MIDC-Food & Beverage Full time

**Title**:
Steward

**Department**:
Food and Beverage

**Reports To**:
Restaurant Supervisor

**Effective Date**:
**Purpose**:
To create 100% Guest satisfaction by delivering food and beverage service to restaurant guests.

**CONSTITUENTS**
- Guests
- Employees

**INDICATORS OF SUCCESS**
- Financial (Outlet, Revenue, Average Check).
- Customer Satisfaction and loyalty goals (Medallia Score, Comment Cards, annual quality review).

**AREAS OF RESPONSIBILITY**

Ensures customer satisfaction by courteously greeting customers and promptly escorting them to their seats:

- Presents menus, suggests cocktails and/or daily specials.
- Exhibits knowledge of all items on the menu and wine list.
- Takes order.
- Prepares order for presentation to guest.
- Replenishes water.
- Makes and pours coffee for the customers.
- Clears table throughout dining experience using proper methods for removing dishes, glassware and silverware.
- Processes customer restaurant bills promptly and accurately.
- Cleans tables, chairs and floor area.
- Resets table quickly.
- Polishes silverware and folds linen.
- Check the overall condition of the dining room, ensuring its readiness for customers.
- Assists service team as necessary to meet or exceed guest expectations.
- Log book and reservations must be read at the beginning of each shift.
- Possesses a valid liquor card at all times.
- Acquires a working knowledge of hotel, in-house facilities and local information to respond to customer questions in these areas. Promote all other services the hotel provides.
- Informs supervisor/manager of any customer dissatisfaction.
- Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.

Creates 100% guest satisfaction by providing the Yes I Can experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations
- Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
- Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
- Provides Yes I Can genuine hospitality and teamwork on an ongoing basis
- Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
- Performs other duties required to provide the service brand behavior and genuine hospitality

Adheres to hotel policies and procedures:

- Attends work on time and as scheduled.
- Follows hotel grooming, hygiene and dress standards.
- Minimise safety hazards by following all safety rules and procedures.
- Refrain from personal conversations with other employees at the main entrance.
- Fill out time sheet on the completion of each shift and have supervisor co-sign.
- Keeps immediate manager promptly and fully informed of all problems or unusual matters of significance.
- Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
- Maintains a favourable working relationship with all other company employees to foster and promote co-operative and harmonious working climate.
- At all time projects a favourable image of Brand to the public.

**REQUIREMENTS**
- 1 year experience in hotel food and beverage
- High school diploma is preferred
- Excellent oral and written communication skills
- Collaborate effectively with other hotel employees and managers to ensure teamwork
- Ability to multitask and work well under pressure

INDHOTEL

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