Organization- Andaz Delhi
Summary
Customer Service
- Ensures the delivery of brand promise and always provides exceptional guest service.
- Provides excellent service to internal customers in other departments as appropriate.
- Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
- Maintains positive guest and colleague interactions with good working relationships.
- Establishes a rapport with guests maintaining good customer relationships.
Operational
- Ensures that minimum brand standards have been implemented.
- Embraces all touches of Hyatt and the Food & Beverage Top 20.
- Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
- Works closely with other outlet associates in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
- Presents menu/drinks list, answers enquiries and makes suggestions regarding food, beverage, and service to guests.
- Takes orders and serves food and beverage to all guests according to the established sequence and procedures.
- Fully conversant with all aspects of the Micros Computer System.
- Ensures all food and beverage items, equipment and other facilities in the outlet are maintained according to the Departmental Operation Manual requirements.
- Takes guest order and serves items without unnecessary delay.
- Is familiar and has good knowledge of coffee.
- Up-sells beverage to increase the revenue.
- Reports any difficulties or problem to a Team Leader/ Assistant Manager for solution or follow up actions.
- Maintains par stocks of beverages and guest supplies.
- Prepares Mis-en-place according to the requirement and operation needs.
- Clears and resets counters or tables.
- Prepares and serves beverages in accordance with the hotel's standard.
- Assists in setting up/decorating the outlet according to the theme during special promotions or occasions.
- Ensures all beverage stocks are kept in the proper storage under the appropriate temperature.
- Ensures all glasses are well polished.
- Assists in bar stock inventory and maintains an accurate inventory record.
- Submits request for replenishing the beverage items in the bar.
- Performs the function of cashier as required.
- Verifies cash received ensuring only genuine money has been collected.
- Verifies all credit cards presented by guest before receiving payment.
- Strictly adheres to all policies and procedures issued by the Finance department with regards to cashiering and cash handling.
Personnel
- Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt's Values and culture characteristics.
Other Duties
- Understands and strictly adheres to Rules and Regulations established in the Employee Handbook and the hotel's policies concerning fire, hygiene, health, and safety.
- Responds to changes in the Food & Beverage function as dictated by the industry, company, and hotel.
- Attends training sessions and meetings as and when required.
- Exercises responsible behaviour at all times and positively represents the hotel and Hyatt International.
- Carries out any other reasonable duties and responsibilities as assigned.
- Must remain motivated, competitive, and accountable.
- Possess a solid understanding of current industry trends both local and international.
- Ensures high standards of personal presentation and grooming.
- Fully understands and adheres to Hyatt's Food and Beverage Vision and Mission.
- Reports for duty punctually, wearing the correct uniform and name badge at all times.
Qualifications
Ideally with a relevant degree or diploma in Hospitality or Tourism management. Minimum 2 years work experience in hotel operations. Good customer service, communications and interpersonal skills are a must.
