Nature of the Job

Customer Services

• Delivers the brand promise and provides exceptional guest service at all times.
• Provides excellent service to internal customers.
• Handles all guest and employee complaints and inquiries in a courteous and efficient manner. Communicates immediately all guest complaints to the Banquet Manager.
• Maintains positive guest and colleague interactions with good working relationships.

Financial

• Ensures that all hotel, company and local rules, policies and regulations relating to money handling and licensing are adhered to.

Duties and Responsibilities:

• Consistently offers professional, friendly and engaging service.
• Assists guests regarding menu items in an informative and helpful way.
• Serves all food and beverage items for assigned banquet meetings.
• Has full knowledge of beverage lists.
• Has full knowledge of all menu items being served.
• Follows outlet policies, procedures and service standards.
• Follows all safety and sanitation policies when handling food and beverage.
• Other duties as assigned.

People Development

• Supports Swire Hotels’ cultural and people development implementations and characteristics.

Other Duties

• Attends and contributes to all training sessions and meetings as required.
• Exercises responsible behavior at all times and positively representing the hotel team and Swire Hotels.
• Maintains strong, professional relationship with relevant representatives from competitor hotels, business partners and other organizations.
• Reads the hotel's Employee Handbook and have an understanding of and adheres to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
• Ensures high standards of personal presentation and grooming.
• Responds to changes within Guest Experience, as dictated by the industry, company and hotel.
• Carries out any other reasonable duties and responsibilities as assigned.

Job Skills and Qualifications

• Previous service experience an asset
• Previous point of sale system experience an asset
• Excellent communication and organizational skills
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively with fellow colleagues as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Physical Aspects of Position (include but are not limited to):
• Constant standing and walking throughout shift
• Constant lifting and carrying up to 20 lbs
• Occasional kneeling, pushing, pulling, lifting
• Occasional ascending or descending ladders, stairs and ramps