• Customer service
o Ensures the delivery of brand promise and provides exceptional guest service at all times.
o Maintains positive guest and colleague interactions with good working relationships.
o Establishes a rapport with guests maintaining good customer relationships.
o Ensures the food and beverage division meets the hotel’s targets in the areas of guest satisfaction survey and customer audits.
o Operational
o Works closely with other outlet employees in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
o Works in a supportive and flexible manner with other departments, in a spirit of “we work through teams”.
o Seats takes orders and serves food and beverage to the guest according to the established sequence and procedures.
o Presents menu, answers enquiries and makes suggestions regarding food, beverage and service to restaurant guests.
o Clears and resets counters or tables after each course.
o Performs the function of the cashier as required.
o Verifies all credit cards presented by the guest before to validity of the card.
o Strictly adheres to all policies and procedures issued by finance about cashiering and cash handling.
o Have a thorough knowledge and understanding of all food and beverage items on the menu and the ability to recommend food and beverage combinations and up sell alternatives.
o Other duties
o Proficient in english (oral and written), other language is a plus
o Ensures high standards of personal presentation and grooming.
o Responds to changes in the food and beverage function as dictated by the industry, company and hotel.
o Attends training sessions and meetings as and when required.
o Carries out any other reasonable duties and responsibilities as assigned.

• Customer service
o Ensures the delivery of brand promise and provides exceptional guest service at all times.
o Provides excellent service to internal customers in other departments as appropriate.
o Handles all guest and internal customer complaints and inquiries courteously and efficiently, following through to make sure problems are resolved satisfactorily.
o Maintains positive guest and colleague interactions with good working relationships.
o Establishes a rapport with guests maintaining good customer relationships.
o Ensures the food and beverage division meets the hotel’s targets in the areas of guest satisfaction surveys and customer audits. Attention to detail
o Operational
o Responds to the results of the consumer audit and ensures that the relevant changes are implemented.
o Works closely with other outlet employees in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
o Works in a supportive and flexible manner with other departments, in a spirit of “we work through teams”. Presents menu/ drinks list, answers enquiries and makes suggestions regarding food, beverage and service to guests.
o Takes orders and serves food and beverage to the guest according to the established sequence and procedures.
o Fully conversant with all aspects of the micros computer system.
o Ensures all food and beverage items, equipment and other facilities in the outlet are maintained according to the departmental operation manual requirements.
o Takes guest orders and serves items without unnecessary delay.
o Familiars and have good knowledge of the outlet’s menu and wine list.
o Up-sells beverage to increase the revenue.
o Reports any difficulties or problems to team leader/ assistant manager for a solution or follow up actions. Maintains par stocks of beverages and guest supplies.
o Prepares mise-en-place according to the requirement and operation needs.
o Prepares and serves cocktails as requested.
o Assists in setting up/ decorating the outlet according to the theme during special promotions or occasions.
o Ensures all beverage stocks are kept in the proper storage under the appropriate temperature.
o Ensures all glasses are well polished.
o Assists in bar stock inventory and maintains an accurate inventory record.
o Submits request for replenishing the beverage items in the bar.
o Performs the function of the cashier as required.
o Verifies cash received ensuring only genuine money has been collected.
o Verifies all credit cards presented by the guest before to validity of the card.
o Strictly adheres to all policies and procedures issued by finance about cashiering and cash handling.
o Other duties
o Understands and strictly adheres to rules and regulations established in the employee handbook and the hotel's policies concerning fire, hygiene, health and safety.
o Attends training sessions and meetings as and when required.
o Carries out any other reasonable duties and responsibilities as assigned
o Follow sop

• Customer service
o Ensures the delivery of brand promise and provides exceptional guest service at all times.
o Provides excellent service to internal customers in other departments as appropriate.
o Handles all guest and internal customer complaints and inquiries courteously and efficiently, following through to make sure problems are resolved satisfactorily.
o Maintains positive guest and colleague interactions with good working relationships.
o Establishes a rapport with guests maintaining good customer relationships.
o Ensures the food and beverage division meets the hotel’s targets in the areas of guest satisfaction surveys and customer audits.
o Attention to detail
o Operational
o Responds to the results of the consumer audit and ensures that the relevant changes are implemented.
o Works closely with other outlet managers in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
o Ensures that food and beverage employees work in a supportive and flexible manner with other departments, in a spirit of “we work through teams”.
o Assists in conducting monthly inventory checks on all operating equipment and supplies.
o Have a thorough knowledge and understanding of all food and beverage items on the menu and the ability to recommend food and beverage combinations and upsell alternatives.
o Ensures that the outlet is kept clean and organised, both at the front as well as the back of the house.
o In the absence of the assistant outlet manager, conduct daily pre-shift briefings to employees on preparation, service and menu.
o Assist to liaise with the kitchen and bar on daily operations and quality control if appropriate.
o Performs the function of cashier and is responsible for micros cashiering procedure.
o Balances cash and credit card charges and remittance of cash to front office stafe.
o Makes necessary checks needed for specific events or functions.
o Be a hands-on supervisor and be present at all times in the outlet, especially during busy periods.
o Assists with conducting monthly inventory checks on all operating equipment and supplies.
o Assist to liaise and organise with housekeeping department that the cleaning schedules are strictly adhered to.
o Personnel
o Oversees the punctuality and appearance of all food and beverage
o Employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
o Maximises the effectiveness of employees by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.
o Encourages employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
o Ensures that all employees have a complete understanding of and adhere to employee rules and regulations.
o Ensures that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
o To feedback the results of the employee engagement survey and ensure that the relevant changes are implemented.

• Greeting and welcoming guests with registration
• Escorting guest to the room with explanation of hotel facilities, amenities and room directory.
• Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.
• Delivers the brand promise and provides exceptional guest service at all times.
• Provides excellent service to internal customers as appropriate.
• Be familiar with the hotel’s products and services and policies.
• Maintains positive guest and colleague interactions with good working relationships.
• Prepared bills and handled payments through cash, cheques and credit cards
• Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests.
• Keep front desk tidy and presentable with all necessary material (pen, form, paper)
• Attention to detail
• Take up other duties as assigned (travel arrangements, schedules etc.)