Job Description

POSITION SUMMARY

Essential Duties & Responsibilities

• Maintain a high Guest service focus by approaching your job with the Guests always in mind and being proactive in a timely manner towards their needs and request
• Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues
• Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance
• Flexible, responds quickly and positively to changing requirements including the performance of any tasks requested of you
• Maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals
• Contribute ideas and suggestions to enhance operational/environmental procedures in the Hotel
• Actively promote the services and facilities of the Hilton Hotels to guests and suppliers of the Hotel
• Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
• Practice good customer relations and attend to customer complaints / queries satisfactorily
• Responsible for maintaining hygiene and cleanliness standards in the outlet and upkeep of all service equipment
• Responsible for all service preparations before, during and after the service (mis-en-place & mis-en-scene) in the absence of a Executive
• Endeavour to resolve all complaints during shift and logs all complaints in log for further follow up
• Supervise cash handling and banking procedures
• Prepare daily banking and cash flow reports
• Is prepared to implement assigned tasks during emergencies such as fires, power failures and bomb threats
• To ensure proper handling of equipment throughout the department
• Quality ambassador of the department
• Seek guidance and support in order to ensure that all the standards are implemented and maintained at all times
• Check on an-on going basis that mise-en-place, service, and cleaning in the outlet (heart and front of the house) are of the highest standards and takes any necessary corrective action
• Ensure the availability of all food & beverage items in their respective area and suggests the best alternative in case of shortage
• Aware of requirements in terms of food safety and hygiene standards and checks that these standards are implemented and maintained in all service and guest areas, and take any necessary corrective action
• Report maintenance request to relevant department within the set procedure and follow up through appropriate channels
• Embrace and implement Hilton Food & Beverage vision
• Encourage team work and spirit in all areas of the department
• Aware of the objectives of the department and of the Department Mission Statement
• Willingness to learn and grow by showing interest
• Participate in daily briefing and monthly outlet meetings
• Operate in a safe and environmentally friendly way to protect guests' and colleagues' health and safety, as well as protect and conserve the environment
• Ensure a 100% consistency in Brand Service Standard delivery in all areas and reviews on a regular basis
• Engage in the welcome and recognition of VIP guests
• Handle queries and complaints in a timely, efficient and diplomatic manner
• Actively use up selling techniques to increase revenue
• Seek to minimise breakage through correct and careful use and handling of hotel property and equipment
• Ensure that all orders need to be posted before served
• Is conscious about operating supplies and other expenses
• Ensure that billing is accurate before presenting the bill to the guest
• Produce all beverages according to approved bar cards
• Does not produce or give out any beverage without proper documentation i.e. transfer, POS docket
• Encourage team work and spirit in all areas of the department
• To ensure that all outlet team members are aware of the objectives of the department (departmental balance score card)
• To ensure that all outlet team members are aware of the outlet brand standards
• To lead by example at all times
• To keep excellent relationships with team, peers, and all other colleagues of the hotel
• The management reserves its right to move, transfer or re-assign team members from their accustomed shift or schedule, job function and department as business dictates. Likewise, Team Members may also be tasked to assist other departments or other Hilton properties on task force when necessary and when business demands.

• Maintain a high Guest service focus by approaching your job with the Guests always in mind and being proactive in a timely manner towards their needs and request
• Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues
• Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance
• Flexible, responds quickly and positively to changing requirements including the performance of any tasks requested of you
• Maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals
• Contribute ideas and suggestions to enhance operational/environmental procedures in the Hotel
• Actively promote the services and facilities of the Hilton Hotels to guests and suppliers of the Hotel
• Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
• Practice good customer relations and attend to customer complaints / queries satisfactorily
• Responsible for maintaining hygiene and cleanliness standards in the outlet and upkeep of all service equipment
• Responsible for all service preparations before, during and after the service (mis-en-place & mis-en-scene) in the absence of a Executive
• Endeavour to resolve all complaints during shift and logs all complaints in log for further follow up
• Supervise cash handling and banking procedures
• Prepare daily banking and cash flow reports
• Is prepared to implement assigned tasks during emergencies such as fires, power failures and bomb threats
• To ensure proper handling of equipment throughout the department
• Quality ambassador of the department
• Seek guidance and support in order to ensure that all the standards are implemented and maintained at all times
• Check on an-on going basis that mise-en-place, service, and cleaning in the outlet (heart and front of the house) are of the highest standards and takes any necessary corrective action
• Ensure the availability of all food & beverage items in their respective area and suggests the best alternative in case of shortage
• Aware of requirements in terms of food safety and hygiene standards and checks that these standards are implemented and maintained in all service and guest areas, and take any necessary corrective action
• Report maintenance request to relevant department within the set procedure and follow up through appropriate channels
• Embrace and implement Hilton Food & Beverage vision
• Encourage team work and spirit in all areas of the department
• Aware of the objectives of the department and of the Department Mission Statement
• Willingness to learn and grow by showing interest
• Participate in daily briefing and monthly outlet meetings
• Operate in a safe and environmentally friendly way to protect guests' and colleagues' health and safety, as well as protect and conserve the environment
• Ensure a 100% consistency in Brand Service Standard delivery in all areas and reviews on a regular basis
• Engage in the welcome and recognition of VIP guests
• Handle queries and complaints in a timely, efficient and diplomatic manner
• Actively use up selling techniques to increase revenue
• Seek to minimise breakage through correct and careful use and handling of hotel property and equipment
• Ensure that all orders need to be posted before served
• Is conscious about operating supplies and other expenses
• Ensure that billing is accurate before presenting the bill to the guest
• Produce all beverages according to approved bar cards
• Does not produce or give out any beverage without proper documentation i.e. transfer, POS docket
• Encourage team work and spirit in all areas of the department
• To ensure that all outlet team members are aware of the objectives of the department (departmental balance score card)
• To ensure that all outlet team members are aware of the outlet brand standards
• To lead by example at all times
• To keep excellent relationships with team, peers, and all other colleagues of the hotel
• The management reserves its right to move, transfer or re-assign team members from their accustomed shift or schedule, job function and department as business dictates. Likewise, Team Members may also be tasked to assist other departments or other Hilton properties on task force when necessary and when business demands.