Scope of the Position:

Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.

Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and at whatever time of day.

Maintain knowledge of Food & Beverage Outlet Menus/Menu items or changes in Menus.

Ensure compliance with local and Company sanitation standards.

Strive for continuous improvement and excellence in all areas of responsibility.

Answer the telephone in the correct number of rings according to 5-Star/5-Diamond standards and to speak in a clear and professional manner, addressing the guest by name.

Taking the order from the guest correctly and reading back the order to confirm it is correct.

Ensure that the order has been input into the POS and is accurate.

Advise the guest how long it will take before the order is delivered.

To ensure the order is passed to the Culinary Staff/Servers promptly.

To keep a track of orders and follow up if any are delayed. If there is a delay to ensure that the guest is advised and that the proper colleagues are aware.

Comply with performance standards, policies, and procedures in Food & Beverage.

Control the level of business in a fashion that obtains both the yield required to meet forecast and the service that guests expect.

Maintain a working relationship with all departments in the hotel.

Resolve guest complaints, ensuring guest satisfaction.

Be familiar with all hotel services/features and local attractions/activities to respond to guest inquires accurately.

Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.

Inspect Private Dining tables and stations, ensuring that all set-ups meet the department standards.

Follow up with guests to ensure satisfaction with order and follow-up on corrections.

Answer telephone courteously and efficiently as specified in departmental standards.

Take, record, and confirm orders as specified in departmental standards.

Accommodate all requests for information courteously.

Communicate V.I.P. arrivals and special requests to designated personnel for follow up.

Monitor and ensure that all aspects of service conform to departmental standards. Notify respective personnel for problems to be corrected.

Ensure tables are picked up after appropriate amount of time has passed.

Oversee all aspects of the department during the absence of the Manager and/or Supervisor.

Be familiar with the operation of the P.O.S. system and manual system procedures.

Each colleague is expected to carry out all reasonable requests by management which the colleague can perform.

Skills/Knowledge Required:

The ability to listen to, assess, and appropriately respond to information conveyed through speech.

The ability to communicate effectively in English with guests, managers, and colleagues.

The ability to convey technical information through writing to a nontechnical audience so the recipients easily understand the information and can quickly and correctly apply it.

Knowledge of Food & Beverage and Private Dining operational procedures is beneficial.

Knowledge of overall hotel operations as they affect the department.

Ability to use standard software applications and hotel systems.

Ability to exercise personal discipline and extra diligence to ensure that projects are completed in a timely manner.

The ability to motivate and inspire others to work cooperatively to achieve a designated goal.

Flexible schedule - Willing and able to work shift duties that may include evenings, nights, overnights, weekends, and holidays.

Physical Requirements:

Must be able to walk, bend, sit, stand, and exert well-placed mobility.

Must be able to occasionally lift or move up to 25 pounds.

Requires grasping, writing, repetitive motions, listening and hearing ability and visual acuity

Qualification Standards:

Education: High school or equivalent education preferred.

Experience: Minimum 1 year experience in similar position preferred

Licenses or Certificates: TIPS and ServSafe Certified

Grooming: All colleagues must maintain a neat, and well-groomed appearance (specific standards will be provided).

EOE

L’Ermitage participates in the Department of Homeland Security's E-Verify Program to verify the employment eligibility of all newly hired employees.