Report to work when scheduled, on time, in proper and clean uniform, including name tag. Personal appearance and grooming must conform with standard.
Handle all duties according to hotel policies and procedures.
Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to a manager immediately.
Maintain confidentiality of proprietary information, and protect company assets.
Welcome and acknowledge all guests with a smile, eye contact, and a friendly, verbal greeting, using the guest’s name when possible.
Speak with others using clear and professional language, and answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others, support team to reach common goals.
Adhere to all quality assurance expectations and standards.
Identify and correct unsafe work procedures or conditions and/or report them to management immediately.
Thank guests with genuine appreciation and provide a fond farewell.
Address guests’ service needs in a professional, positive, and timely manner.
Anticipate guests’ service needs, asking questions of guests if necessary to better understand their needs, watching/listening to their preferences, and acting on them whenever possible.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals, within guidelines (i.e. escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones.)
Assist fellow Associates to ensure proper coverage and prompt, friendly guest service.
Monitor dining areas for seating availability, service, safety, and well-being of guests.
Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
Notify management of maintenance repair issues.
Report any unusual occurrences or requests to the manager.
At all times strive to represent the Company and hotel brand in the most professional manner.
Be disciplined at all times, stand alert and tall in the dining area, greet guests immediately and offer assistance before the Guest needs to ask. Focus total attention to the customers.
Exhibit a friendly, helpful and courteous manner when dealing with guests and fellow employees.