6 months ago
The Food and Beverage Associate assists the manager and team leaders to deliver service standards, maintain quality equipment, is consistent in product presentation and service and may be asked to support other operational areas as business requires. This position must always remain flexible regarding working hours and shift patterns, which may differ in times of high occupancy.The associate’s main objectives are to ensure a consistent and quality service is delivered to all guests. The associate is to assist the manager with achieving high scores on guest satisfaction surveys by recognising regular guests and to do what it takes to ensure all guest needs are met – within reason.To ensure a consistent, passionate and on brand service experience for all our guests. Moreover, to exceed guest expectations of Club InterContinental.At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to: Be charming by being approachable, having confidence and showing respect. Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done. Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.
DUTIES AND RESPONSIBILITIES
GUEST EXPERIENCE Assist the manager to drive Heartbeat (guest satisfaction program) by providing consistent guest experiences. Answer guest questions and resolve guest issues. Continuously seeks to impress our guests and exceed their expectations. Ensures a proactive approach to customer service. Consistently performs in a customer focused manner, where our guests receive prompt attention and personal recognition. Takes ownership of every guest request. Genuine, approachable and enthusiastic, displays a keen interest in different cultures. Satisfies guest requests in a timely and personable manner. Takes pride in service and guest satisfaction.PEOPLE Promotes a learning environment by sharing information and experiences. Ensures there is continuous flow of communication within, from and to the department and all barriers are removed. Communicates effectively with all team members and relevant Hotel departments as required. Responds to workplace changes with flexibility and optimism. Has the ability to remain focused when deadlines, priorities and practices change.FINANCIAL RETURNS Ensure checks are presented at all guests during service to secure full payment for all products and services offered. Record covers in Micros properly and accurately post products consumed. Maintain an honest operation when posting products and handling payments (cash, credit card, room charge, A&G charges).RESPONSIBLE BUSINESS Assist the Manager to achieve all Winning Metrics objectives.
Reporting to the Guest Relations Manager - Club InterContinental. Doing this while undertaking shifts on a rotational system at the Club Lounge.
QUALIFICATIONS AND REQUIREMENTS
Fluent in spoken and written English. Well organised and thorough. Excellent telephone voice and manner. Good Microsoft Excel and Word knowledge. Opera or Fidelio (helpful but not essential).The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.