Breakfast Guest Service Assistant job in Epsom at Holiday Inn Express Epsom Downs

Breakfast Guest Service Assistant

Company: Holiday Inn Express Epsom Downs

Location: Epsom UK

Date Posted:Aug 28, 2013

  Holiday Inn Express Epsom Downs JOB TITLE:                              Guest Service Assistant Food and Beverage REPORTING TO:                      Senior Guest Service Manager/ GSM F&B KEY LIAISON:                                             All hotel staff & managers                                                                      Hotel Guests                                                        External customers/suppliers  SCOPE & MAIN PURPOSEIt is understood that that all Express by Holiday Inn staff are multi-skilled and will work flexibly and will be expected to carry out a variety of duties within their working day through all areas of the hotel.  To work within the scope of the standards expected by the ‘Express by Holiday Inn’ brand and BDL Management Ltd. To be aware of the overall hotel objectives, how they relate to you and how your daily activities contribute to the success of the hotel.   To provide the highest levels of guest care at all times, and develop quality relationships with all business partners and work colleagues. Manage and maintain a safe and secure environment for guests, employees and hotel assets by implementing and maintaining safety policies and procedures.  To be effective in working the daily shift and be responsible for own actions. To be responsible for the food and beverage items including breakfast, conference lunches, dinner service (where applicable), other food and to be multi-skilled in dealing with these and other areas as required.  KEY OBJECTIVES·         Ensure that each shift you are responsible for runs smoothly and efficiently at all times. ·         To ensure that the quality, range and presentation of food and beverage is high so that this revenue area has a positive impact on customer acquisition and retention . ·         Food & beverage ordering & service and effective use of stock to minimize wastage·         Use every effort to sell or upsell the hotel food and beverage offer. ·         Be an integral part of the team in achieving the overall hotel objectives. ·         To 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. MAIN DUTIESo                    Working in the kitchen with regard to the preparation and service of breakfast and dinner service. o                    To maximize revenue and to ensure superior service and product quality are maintained.o                    Ensure compliance with regard to food hygiene and HACCAP systems in line with the company Food Policy & current legislationo                    To ensure that each shift you are working runs smoothly and efficiently at all times.o                    Be actively involved in your own personal development to increase your own confidence and ability and to increase the hotel profit, and maximize on positive guest feedback. Strive to be the best in what you do, taking care and pride in your work.o                    Be an integral part of the team in achieving the overall hotel objectives.o                    To promote the hotel at every opportunity to all local businesses to generate sales for the hotel and use every effort to sell or upsell the hotel facilities. o                    To ensure that all charges are correctly posted to guest bills following the standard procedure  PEOPLEo        To ensure that all guests are greeted or acknowledged within 5 seconds of entering the hotel, and that guests are greeted in a proactive manner when you meet them around the hotel and surrounding grounds.o        To take every opportunity to promote ‘Priority Club’ membership.o        To work as part of the hotel team, being flexible to do the jobs assigned and ensuring a full handover to colleagues on the following shift.o        To assist in the training process of all new starters to the hotel to support them in their initial 3 months of employment.o        To maintain good working relationships with colleagues in the hotelo        To communicate with all team members by attending regular briefing sessions and hotel meetings when requiredo        To be able to handle guest complaints in an effective wayo        To work flexibly to aid individual development & a smooth operating shift.o        Wherever possible to anticipate guests needs, to be aware of all written and spoken requests, and to carry out these requests in a courteous and helpful manner.o        To be proactive and maintain rapport with key community contacts to ensure a viable presence within the local community.o        To serve guests in a friendly and professional manner o        To assist in the event of absence cover, and allow service standards to be maintainedo        To take a responsible approach towards timekeeping and attendance at work to ensure the department runs efficiently at all timeso        To communicate professionally and effectively with staff and guestso        To anticipate guests’ needs and provide service to the level they requireo        To work assertively and efficiently & in an organized mannero        To maintain high levels of energy, enthusiasm and commitment to every task undertaken  QUALITYo        To have a full understanding the food and beverage area of the hotel in detail and working knowledge of all operational areaso        Participate in guest activities that promote the hotel product and its serviceso        To aid and assist guests throughout their stay in a friendly and professional mannero        To ensure that guests receive an exceptional level of service and will want to returno        In the event of a guest being lost – personally take them to their place of destinationo        To have a full understanding of health and safety and food hygiene regulations . Must ensure that all delivery temperatures, core and fridge temperatures, stock rotation and cleaning rotas are adhered to.o        To have excellent personal presentation and adhere to the company standards of appearance at all timeso        To ensure the product quality standards are met in all area’s of the hotel as it relates to the appearance, levels of maintenance and cleanliness. o        To have a full understanding of The Express Brand standards and all areas of operation throughout the hotel, to enable you to assist in Reception, Bar, Kitchen, Housekeeping, Great Room dining, Conference rooms etc.o        All conference rooms must be set for the next conference at all times to brand standard and refreshed during the day based on company standards of performance.o        Understand the hotel fire and bomb procedure and act as a competent person in the event of an emergency. To fully understand the security procedures throughout the hotel.o        To ensure the product quality standards are met in all area’s of the hotel as it relates to the appearance, levels of maintenance and cleanliness. o        To help maintain the hotel, collect any litter, remove/report hazardso        To comply with brand, hotel and company operating standardso        To be fully conversant with the Hotel policy on:o        Fire & Evacuation procedureso        Security procedureso        Health & safety policyo        Food hygiene standardso        Personnel & Training procedures PROFIT ·         To be aware of the hotel financial results, especially key indicators for food and beverage·         To understand the effective use of stock to minimize wastage·         To remain focused on sales and standards·         To have a flexible approach to the hours you are required to work·         To be aware of the hotel financial results, and how your performance & job activities impacts on the results.·         To take a positive approach towards upselling and to confidently promote the hotel All employeesv      To participate in your annual review discussion and any subsequent conversations to review performance and objectives.v      To maintain the completion of your personal training record/development log/skills trainingv      To attend training when requiredv      To have a flexible approach to the hours you are required to work.v      To be fully aware of and adhere to the health and safety regulations concerning your employment and promote and safe environment for yourself, your colleagues and our guests.  Due to the nature of our business this is by no means a complete listing of the responsibilities of the role and you may be asked to complete other duties as a result of a business need. Performance Measurement·         To arrive for work at the correct time in the appropriate uniform making sure that it is in immaculate condition.·         To ensure accuracy of all data, posting and cash control·         To build working relationships with colleagues which are supportive, without threat and maintain their dignity ·         To ensure that all health and food safety checks are performed and recorded on time and to standard. To ensure that beer lines are cleaned according to policy·         Feedback from GSTS results with regard to breakfast and food / beverage questions·         Cleanliness of kitchen and bar·         To arrive for work on time·         For minimal guest complaints to be received regarding service issues·         Minimal errors due to information/messages being passed on correctly to guests and staff·         Compliance with brand standards and ensure that the hotel achieve the required rating in the IHG/RE Group annual audit system·         To ensure each shift is handed over efficiently before going off shift, and all shift activities are achieved to the highest standard, are accurate and maximize all revenue opportunities. Specificationsq       Ideally to have worked in a customer service role for 6 months. Hotel experience preferable and an advantageq       Able to work flexibly across the hotel, and able to see a job through to completionq       To have a background of working in both food service/preparation and beverage serviceq       To have an understanding of stock controlq       To hold basic hygiene certificateq       A clear communicatorq       Excellent oral and written and numeracy skillsq       Fluent communicator in English, second language an advantageq       Able to work well under pressureq       Able to work well without supervisionq       Computer literacy an advantageq       Within a reasonable traveling distance to the hotel and able to travel home at the end of a shift, able to travel to work to start the shift on timeq       Team playerq       Flexible and able to change/adapt to the needs of the businessq       Able to provide personal/work references due to access to cash, guest roomsq       Honest & trustworthy  I have read and understood the details of the role, and understand that due to the nature of the business the role will be constantly evolving to ensure that business opportunities are maximized at all times. Signed: ………………………………………………………………………………..              Date: ……………………… A copy of this will be placed on your personnel file and may be reviewed with you at your annual review. GSA F&B Job Description                            1Apr 2008 View full job description
JobCentre Plus 5 years ago
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