JOB OVERVIEW
With a real focus on
performance, people, quality, profit and communities, RBH transform hotels.
* Act with INTEGRITY
* Deliver EXCELLENCE
* Have the AMBITION to
continuously improve, and
* Show that we CARE
This role contributes
to RBH’s vision by working with the hotel team to attract, retain and develop
an engaged team who deliver exceptional service at every opportunity.
This role contributes
to RBH’s Purpose by providing exceptional service to all prospective and
current guests of the hotel, ensuring hotel quality standards are maintained
whilst achieving maximum revenue and guest satisfaction. To assist with the
smooth and efficient operation of the breakfast and Public Area, ensuring
facilities are maintained to the standards required
Contribute to business
growth by delivering an exceptional breakfast experience for guests. Maintain
cleanliness across all public and back-of-house areas of the hotel, ensuring
all spaces meet company standards at all times.
Duties and
Responsibilities
Operational
· Ensure smooth and efficient running of service during breakfast
time.
· To comply with all company and hotel standards, according to
the standards manual and mission statements.
· Greet, seat and service all guests in a friendly manner and
to maintain the highest level of hospitality / customer care and be fully
conversant with the hotel’s complaint procedure.
· Keep the Restaurant and Great Room area clean, meeting food
hygiene regulations at all times and maintain and clean service area
· Inform customers of menu
changes
· Answer questions about our food, beverages and restaurant
functions and services
· Provide guests with estimated waiting time
· Deliver food and beverages from kitchen to customers in a
timely manner
· Clear and reset tables and restock products as needed
· Be ready and willing to assist fellow team members as
situations arise
· Be ready and willing to wash up when necessary
· Be available to fill in as needed to ensure the smooth and
efficient operation of the breakfast
· To ensure that the mise-en-place and the ordering of stocks
is carried out according to the check lists and business levels.
· Remain in the Restaurant on opening for service to greet and
seat customers and co-ordinate staff.
· Pay attention to guests and thereby anticipate their needs.
· To comply with and act in accordance
with all Company fire regulations during Breakfast and lunch.
· To comply with the Alcohol Licensing Act 2003
· To comply with Food Safety procedures
· To be present, on time for duty as per roster and comply
with time and attendance policies
· Actively participate in training and development programs
and maximise opportunities for self-development
·
To ensure high standards of cleanliness are
maintained throughout in order to reflect the brand standards on all occasions.
· To display ‘can do’ attitude at all times
Customer Service
· Demonstrate service attributes in accordance with industry
expectations and company standards including:
·
Being
attentive to Guests
· Maintaining professionalism
·
Accurately
and promptly fulfilling Guests requests
·
Anticipate
Guests needs
·
Maintain
a high level of knowledge which affects the Guest experience
·
Demonstrating
a ‘service’ attitude
·
Taking
appropriate action to resolve guest complaints
· Appreciate the dynamic nature of the Hotel Industry and
extend these service attributes to all internal customers guests at all times
and attempts to learn and use guests name at every opportunity
· Does everything possible to ensure that the guests depart
the hotel with a positive impression of the hotel service
· Attends to guests complains inquiries refers problems to
Guest Service Manager / Front Office Manager if unable to assist
Quality
· Ensure our guest receive an exceptional level of service and
want to return
· Anticipate guests need s and provide service to exceed their
expectations
· Take appropriate action with regards to guest feedback
· Comply with brand hotel and company operating standards
· Adhere to departmental standards of performance
· Ensure routine maintenance is carried out in your areas of
responsibility reporting any damage wear and tear
· Assist with ongoing departmental cleaning collect any litter
remove /report hazards
· Understand departmental risk assessments and be trained
against them
Performance Measurement
q For minimal
guest complaints to be received for cleanliness issues
q Compliance
with brand standards
Specifications
q Experienced
cleaner in a quality establishment
q An eye for
detail and attention to detail
q Must be
flexible to work weekends and varying shifts
q Knowledge of
health & safety
q Good
communicator with peers
o
Cleaning designated public areas such as
corridors, lifts, lobbies, offices, reception areas, F&B areas, leisure
club, spa, laundry room, changing rooms and meeting rooms.
o
Performing cleaning tasks efficiently and to a
high standard within a fast-paced environment.
o
Consistently following company health and
safety protocols and procedures including adherence to COSHH guidelines.
o
Promote positive health & safety standards
within the public areas ensuring the safety of our guests & employees (i.e.
wet floors are resolved to prevent slips).
o
Service room cleaning requests when required by
the duty manager based on business needs.
·
People
· Maintain good working relationships with colleagues
· Attend training when required
· Constantly improving product knowledge to maximise revenue
and services provided
· Attend regular briefing sessions and hotel meetings when
required
· Take a responsible approach towards timekeeping and
attendance at work to ensure the department runs efficiently at all times and
to assist in the event of absence cover
· Have excellent personal presentation and adhere to the
company standards of appearance at all times
· Maintain high levels of enthusiasm and commitment to every
task undertaken
· Be responsible for your own personal development at work and
strive to be the best in what you do, taking care and pride in your work
· Participate in your annual review discussion and any
subsequent conversations to review performance and objectives.
Health, Safety and Security
· Demonstrate understanding and awareness of all policies and
procedures relating to Health, Hygiene and Fire Life Safety and adhere to
HACCAP regulations
· Familiarise yourself with emergency and evacuation
procedures
· Ensure all security incidents, accidents and near misses are
always logged in a timely manner and brought to the attention of the line
manager
General
· Comply with the Company’s corporate code of conduct
· Familiarise yourself with the company values and model
desired behaviors
· Perform tasks as directed by the Manager in pursuit of the
achievement of business goals
· Comply with Hotel Rules and Regulations and provisions
contained in the Employment Handbook
Comply with Company Grooming Standards. Maintains exemplary
department standards of behavior and appearance and attitude as expected by the
Hotel Group