Guest Service Associate

4 days ago

Hassan, Karnataka, India cb2209da-adb0-4a07-baba-d0265e02230e Full time ₹ 4,00,000 - ₹ 8,00,000 per year

General Responsibilities:

➢ Greets and assist in seating the guests.

➢ Answer all telephone calls within 3 rings.

➢ Responds to calls with a smile using the standard phraseology.

➢ Offers reading material to single diners during lunch and dinner.

➢ Ensure to acknowledge a written handover from the previous shift.

➢ Follows immaculate grooming standards in line with the resort's grooming policy.

➢ Escorts the guest to their table and in case the restaurant hostess is assisting other guests.

➢ Should be well versed of the departmental BRISOP (Brand Rosetta Integrated Standard Operating Protocols)

Specific Responsibilities:

➢ Prepares for service by ensuring:

✓ Restaurant/Bar is set-up 15 minutes before the time of opening.

✓ Operational equipment is clean are stacked properly.

✓ Glassware, flatware is polished, chinaware is clean.

✓ Side stations are well prepared for service.

✓ The buffet is well presented and ready with service cutleries before time.

✓ Tables are set as per the reservations and special occasions if any.

✓ Music & Lighting is on, Outlet is ready for service and guest comfort.

➢ Carries out effective service by ensuring:

✓ Guests are greeted and seated, daily specials are explained and upsold.

✓ Food orders are processed accurately.

✓ Food orders are taken following the principle of suggestive/up-selling.

✓ Payment methods are handled accurately.

✓ Bar and other working areas are cleaned and re-set quickly.

✓ Guests are conversed with relates to the food and beverage orders.

➢ Carries out effective beverage service by ensuring:

✓ Beverages are upsold and regularly replenished, abiding by responsible alcohol service regulations.

✓ Converse with guests about wine, advising the types and styles of wine, taking wine orders and serving wine.

✓ Coffee and tea are served hot and following BRISOP.

➢ Maintain detailed knowledge of the food and beverage menus, including daily specials.

➢ Possesses good product knowledge including types of rooms, resorts facilities, restaurant operational hours, special functions and events held at the resort.

➢ Assist in offering buffet orientation to the guests visiting the restaurant for the first time.

➢ Assist in serving food and beverage items, clearing dirty dishes, replenishing silverware, refilling glasses, completing financial transactions, etc.

➢ Attends and participates in daily briefings and other departmental meetings as per schedule.

➢ Attends and participates in training sessions as per the departmental training scheduled.

➢ Communicates operational difficulties, positive, constructive guest feedback and other relevant information with the Manager.

➢ Assist Kitchen Stewarding and Finance in carrying out the scheduled inventories of operating equipment for the Outlet.

➢ Print closing report and drop the cash with the front office/accounts department.

➢ Tally the Credit Card settlements for the day with the batch closing report from the EDC machine.

➢ Close the shift on the POS terminal (cash closing).

➢ Should be aware of the financial budget and goals of the department.

➢ Responsible for maintenance and cleanliness of the Bar and Beverage trolley.

➢ Responsible for achieving a score of 90% in Guest Satisfaction Index audit for the restaurant/bar/banquet operations and follows the plan of action on the shortcomings shared by the management.

➢ Carry out any reasonable duties as instructed by the Restaurant/Bar/Banquet Manager.

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