Place of Work:
Food & Beverage Outlet
Scope and General Purpose of Job:
To ensure guests are provided with professional and courteous services according to Hyatt's standard.
Responsible to:
Assistant Manager Outlet
Outlet Manager
Main Duties
Customer Service
- Ensures the delivery of brand promise and provides exceptional guest service at all times.
- 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 and Beverage Top 20.
- Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
- Works closely with other Outlet employees in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
- Works in a supportive and flexible manner with other departments, in a spirit of We work through Teams.
- Greets customers and seats guests accordingly.
- Computes bill according to items consumed by guests.
- Presents checks/ bill showing amount due.
- Makes change, cashes checks, and issues receipts to guests.
- Records amounts received and prepare reports of transactions.
- Reads and records totals shown on cash register tape and verifies against cash on hand.
- Quotes price and describe features of items for which money is received.
- Makes necessary checks needed for specific function.
- Makes daily transactions on his/ her shift.
- Gives cash refunds or issues credit memorandums to customers for returned merchandise.
- Fully conversant with all aspects of the Micros System.
- Operates cash register by passing price coded items across electronic scanner to record price, compiles printed list, and displays cost of customer purchase, tax, and rebates on monitor screen.
- Verifies cash received ensuring only genuine money been collected.
- Verifies all credit cards presented by guest before to validity of the card.
- Strictly adheres to all policies and procedures issued by the Finance with regards to cashiering and cash handling.
- Reports and explains any discrepancies in outlet checks, daily transactions and reports.
- Verifies all credit cards presented by guest before to validity of the card.
- Strictly adheres to all policies and procedures issued by the Finance with regard to cashiering and cash handling.
- Have a thorough knowledge and understanding of all Food and Beverage items in the menu and the ability to recommend Food and Beverage combinations and up sell alternatives.
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.
- Ensures high standards of personal presentation and grooming.
- Exercises responsible behavior at all times and positively representing the hotel and Hyatt International.
- Responds to changes in the Food and Beverage function as dictated by the industry, company and hotel.
- Attends training sessions and meetings as and when required.
- Carries out any other reasonable duties and responsibilities as assigned.
