Waiter/Waitress

Company Description

Join us at Accor, where life pulses with passion!

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, they all share a common ambition: to keep innovating and challenging the status-quo.

By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart. You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment. Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Job Description

The Role

• To promote efficiency, confidence, courtesy and an extremely high standard of social skills.
• To generally promote and ensure good inter-departmental relations.
• To display a pleasant manner and positive attitude at all times and to promote a good company image to guests and colleagues.
• To demonstrate pride in the workplace and personal appearance at all times when representing the hotel thus identifying a high level of commitment.
• To assist the Assistant Manager / Restaurant Manager in any task outlined/detailed by him/her.
• To take time and get to know the guests, and to be committed to service excellence.
• To provide service that is sincere, warm and enthusiastic, ensuring the guests satisfaction.

Key Deliverables And Responsibilities
Planning & Organizing:

• Works (hands on) towards the timely set up of the assigned Food & Beverage outlet, according to the meal settings and in line with the opening hours.
• Contributes to meet / maximize the monthly revenue budget for the respective outlet and understands to control the operational expenses.

Operations

• Attends regular training sessions in line with the departmental P&P i.e. guest care, product knowledge, grooming standards, up-selling, etc.
• Works as per instructions from the immediate Supervisor and as per duty shifts i.e. basic cleaning work, polishing equipment, table setting, collects materials / goods from other departments, etc.
• Communicates directly with guests i.e. presents menus, helps with recommendations, receives orders, places orders and handles payments.
• Ensures proper appearance (condition of uniforms) and grooming whilst on duty.
• Handles the guest greeting upon arrival and their seating through the hostess.
• Ensures that under no circumstances the entrance is left unattended.
• Maintains a professional / friendly, yet discreet relationship with the outlet patrons to ensure their well-being.
• Makes himself / herself familiar with all menus, promotions, and other relevant issues concerning the outlet (product knowledge).
• Reports cleanliness and maintenance issues to the immediate Supervisor.
• Handles guest complaints as per instructions or consults the immediate Supervisor.
• Does all mise-en-place work according to the whole day service requirements.
• To report any equipment failures/problems to the Maintenance Department.
• To pass any maintenance requests to the Maintenance Department.
• To participate in any Training/Developments schemes as recommended by senior management.
• Attends all regular departmental briefings and contributes to an open communication within the assigned team.
• To treat guests and colleagues in a polite and courteous manner.
• To observe high standards of personal hygiene.
• To maintain clean and organized side stations at all times.
• To anticipate customers’ needs.
• To be flexible in assisting around different areas of the hotel.
• Familiar with the company’s internal policies and safety procedures.
• Helps in other areas of the Hotel if the situation requires.
• To have a complete understanding of and to adhere to Accor policy relating to Fire, Hygiene, Health and Safety.
• Be familiar with all related company documentation and especially with the relevant Operational Standards Manual for the department.
• To carry out any other reasonable duties and responsibilities as assigned.

Administration

• Work hand to hand with the hostess to ensure the name tag is all complete and in proper position.
• Ensuring business card and database are handed over to the hostess for the record.
• Make sure all the bill is handed over to the cashier.
• Ensure all the items are charged accordingly in the micros system as per the guest consumption.

Generic Aspects On Hygiene / Personal Safety / Environment/Confidentiality

• Ensure proper care of all equipment and furniture entrusted for Heartists use.
• Be well-familiar with the hotel's policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel's emergency procedures in regard to fire, medical, bomb threat, black-out and evacuation.
• Knows the safety regulations and ensures their application & ensures the safety of people and property in the hotel.
• Respects and ensures respect of the hotel's commitments to the "Environment Charter" of Planet 21 program (saving energy, recycling, sorting waste etc).
• Understands and strictly adhere to the Rules & Regulations established in the Heartists Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.
• Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
• Does not disclose any financial information or any other information of the Accor Hotels.

Qualifications

• Diploma Or Degree in Hotel Management.
• Exposure in the hospitality industry will be an added plus.

Additional Information

• Strong interpersonal and problem-solving abilities.
• Fluency in English, additional languages are a plus.