Steward/hostess

Create 100% guest satisfaction by providing ‘Be Our Guest’ genuine hospitality and by exceeding guest expectations:

- Communicates and demonstrates ‘Be Our Guest’ service to other employees.
- Gives personal attention, takes personal responsibility and uses teamwork when providing guest services.
- Listens, apologises with empathy, finds a solution and follows through when resolving guest problems.
- Assumes the responsibility to notice when the guest is not satisfied and uses best judgement as to when it is appropriate to use the 100% guest Satisfaction Guarantee.
- Performs other duties as required to provide ‘Be Our Guest’ genuine hospitality.

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.

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 staff at the main entrance.
- Fill out time sheet on the completion of each shift, and have supervisor co-sign.

INDFOH