Relationship Manager - RB-Business Liabilities & Cash Management (Outsource Role)

Alila Alila Jabal Akhdar United Arab Emirates

Food and Beverage

Hourly / Entry Level Employee

Full-time

Req ID : UNI001875

Summary

ROLE OVERVIEW

• Makes sure that the guests feel always at ease and find everything to their taste;
• Provides guests with a friendly, competent and top quality service ensuring maximum guest satisfaction in a manner consistent with house standards;
• To be honest and reliable;
• Co-operates with the rest of the team for a smooth operation;
• Has a good knowledge of the food and beverages served in the restaurant / bar;
• Serves food and beverages to guests according to the sequence of service learnt during training;
• Performs various incidental duties to increase guest’s enjoyment and facilitate a smooth overall operation of the dining room;
• Greets the guest with a warm smile and by name if possible;

MAIN DUTIES

• To understand and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety;
• To report for duty punctually, wearing the correct uniform and name tag at all times;
• To attend and contribute to all staff meetings, Departmental and Hotel trainings scheduled and other related activities;
• To respond to any changes in the restaurant function as instructed by the hotel;
• To project at all times a positive and motivated attitude and exercise self-control;
• To work split shifts as and when required;
• To be available to be cross trained in any other department of the hotel;
• Identify and anticipate guest needs and expectations correctly, including those with special needs, and provide appropriate products, services or information;
• Meet all needs and requests of guests within acceptable enterprise timeframes;
• Identify and take all opportunities to enhance the quality of service;
• Recognize guests dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and Alila Jabal Akhdar guest feedback / complaint procedures SOP;
• Offer assistance to colleagues when required, to ensure designated work goals are met;
• Demonstrate trust, support and respect towards team members in day-to-day work activities;
• Conduct communication with guests and colleagues in a polite, professional and friendly manner;
• Practice high standards of personal presentation in accordance with Alila Jabal Akhdar grooming & presentation standards;
• Seek assistance from other team members, supervisors and managers when required;
• Provide the perfect service experience for every guest. Ensure that Guest feels important and welcome in the restaurant;
• Always follow the hygiene standard, anti COVID-19 measures and policies;

All team members (male / female) must be able to carry tray for food and beverage, including clearance.

OPERATIONAL DUTIES

• To perform all duties and tasks in the assigned Place of Work to the standard set. Please refer to Departmental Master Task List. Please note that Master Task Lists are reviewed and changed on a regular basis reflecting change in trends, guest expectations and operating philosophies;
• To be entirely flexible and adapt to rotate within the different sub departments of the Food & Beverage Division or any other Department of the hotel as assigned;
• To perform all duties and tasks when rotated or assigned to another Department as per Master Task List for that Department;
• To be fully conversant with all services and facilities offered by the hotel;
• To perform cleaning, opening and closing procedures established for the Place of Work as assigned;
• To have a thorough understanding and knowledge of all Food & Beverage items in the menu and the ability to recommend Food & Beverage combinations and upsell alternatives;
• To ensure that the Place of Work and surrounding area is kept clean, disinfected and organized at all times;
• To monitor operating supplies and reduce spoilage and wastage;
• Answers telephone within 3 rings using the Alila Jabal Akhdar standard script;

Review the notice board and outlet briefing sheets on a daily basis to be well informed of Alila Jabal Akhdar events, arrivals, information, sold-out items, daily specials and any other information that may be relevant to the job;

• Ensures that all menus, beverage lists and dock presenters are clean and in top condition in the restaurant area;
• To handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests;
• Suggest to manager or supervisor any training needed to enhance performance;
• Perform side duties including folding napkins, rolling silverware, cleaning trays, restocking shelves, filling ice bins, cleaning and breaking down service area, using cleaning compounds, and other duties as required;
• Report any possible theft or misuse of the property immediately to a member of management;
• Carry out any other reasonable duties as assigned by the Outlet Supervisor, Outlet Manager, F&B Manager, Chef de Cuisine or Senior Management;
• Actively collecting and sharing any guests preferences regarding their stay and their dining experiences;

To handle guest allergies in professional and courteous manner with immediate reporting to F&B Manager, Chef De Cuisine and Chef and Beverage Director.

Qualifications

Main Duties and Responsibilities :

• To ensure the delivery of brand promise and provide exceptional guest service at all times, reinforcing Hyatt’s Values and culture characteristics;
• To follow the Cycle of service of Grand Hyatt Abu Dhabi;
• To follow all skills trained in the departmental core Training;
• Take care of the equipment as if it were your own;
• Know the daily targets and projections;
• Attend lunch and dinner brief with restaurant staff to review daily specials, changes on the menu and service specifications for reservations (e.g. parties);
• To be fully conversant with all services, offers, promotions and facilities offered by the hotel;
• Communicate effectively between all internal workplace restaurant departments i.e managers, kitchen staff, bar tenders;
• Check dishes and kitchenware for cleanliness and presentation and report any problems, to include par levels as set by the management;
• Adhere to the correct restaurant pathways;
• To alert any potential problems to your direct supervision, where possible before they arise;
• Attend all training where required, having an avid interest in learning and education surrounding their venue and products;
• To understand and strictly adhere to the Rules & Regulations established in the Employee Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety;
• To carry out any other reasonable duties and responsibilities as assigned;
• Update guest notes 100% i.e. make detailed guest notes after service on each of your own tables;
• To be charismatic and make conversation easily and with an array of people;
• To be driven by achieving a rounded sales experience, using selling skills as trained;
• Able to effectively manage their dedicated working areas and delegate where appropriate;
• Meets sales and spend forecasts;
• Have a thorough understanding of the local industry;
• Following international and local Bar and Drink trends;
• Closely follow and complete opening and closing procedures and check lists for the bar and obtain a manager signature;
• Serve alcohol responsibly and report any concerns to duty manager immediately;