Ensure the smooth conduct of the shift through customer focused service delivery and effective staff supervision.

KEY RESPONSIBILITIES

• In the absence of a Manager, conduct shift briefings to ensure hotel activities and operational requirement are known.
• Endeavour to resolve all complaints during shift and logs all complains in the log book for further follow up
• Supervise the maintenance of service equipment.
• Monitor standards of guest facilities and services.
• Control stock and monitor security procedures.
• Assist with menu and wine list creation.
• Supervise functions and outlet service.
• Conduct training for respective staff.
• Ensure that all fittings and furniture are cleaned and are in good condition.
• Check guest comments and ensue proper action is being taken
• Assist in mounting promotion and upselling in the outlet.
• Ensure that all SOP’s are followed.
• Obtain information daily on the occupancy of the hotel and the activities in the hotel.
• Inform the Manager of the performance of the Team Members on his/her shift.
• Supervise mise-en-place set up before opening time, and ensure that bar and all staff are ready for service at agreed time. .
• Maintain a strict control of all accounts and supervise settlement of guest bills and cash handling in accordance to hotel policy.
• Establish and instruct staff in cash security procedures.
• Deal with irregular payments
• Establish strict control to avoid theft of guest and hotel property, and consumption of drinks and smoking by team member.
• Assist the Manager in ensuring that operating costs are kept to a minimum, and that the overall goals and objectives of the F&B are achieved.
• Ensure that the printed price list is correct and no spelling mistakes occur.
• Ensure punctuality, control absenteeism and take corrective actions where necessary
• Regularly check grooming (appearance, personal hygiene and uniforms) of team members according to hotel standards, and also team member attitude towards both colleagues and guests.
• To be co-responsible and accountable (together with the Manager) for all F&B stocks, and ensure that these stocks are being kept securely and under the correct conditions applicable to each type of commodity stored.
• To assist the Manager in carrying out the monthly inventory of all items.
• Regularly check all working areas and operating equipments for maintenance requirements; and submit maintenance requisitions.

• Customer Service

  • Demonstrate service attributes in accordance with industry expectations and company standards to include:-
  • Being attentive to guests.
  • Accurately and promptly fulfilling guest requests.
  • Understand and anticipate guest needs.
  • Maintain a high level of knowledge which will enhance the guest experience.
  • Demonstrate a service attitude that exceeds expectations.
  • Take appropriate action to resolve guest complaints.
  • Appreciate the dynamic nature of the hotel industry and extend these service attributes to all internal customers.
  • Be able to promote the hotel products and services.
  • Maintain a high level of product and service knowledge about the hotel.