Customer Service

§Ensures the delivery of brand promise and provides exceptional guest service at all times.

§Provides excellent service to internal customers in other departments as appropriate.

§Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

§Maintains positive guest and colleague interactions with good working relationships.

§Establishes a rapport with guests maintaining good customer relationships.

Operational

§Ensures that minimum brand standards have been implemented.

§Embraces all Touches of Hyatt and the Food & Beverage Top 20.

§Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.

§Works closely with other outlet associates in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

§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.

§Takes orders and serves food and beverage to guest according to the established sequence and procedures.

§Fully conversant with all aspects of the Micros Computer System.

§Ensures all food and beverage items, equipment and other facilities in the outlet are maintained according to the Departmental Operation Manual requirements.

§Takes guest order and serves items without unnecessary delay.

§Is familiar and has good knowledge of the outlet’s Menu and Wine List.

§Up-sells beverage to increase the revenue.

§Reports any difficulties or problem to a Team Leader/Assistant Manager for solutions or follow up actions.

§Maintains par stocks of beverages and guest supplies.

§Prepares “Mis-en-place” according to the requirement and operation needs.

§Clears and resets counters or tables.

§Prepares and serves beverages in accordance with the hotel’s standard.

§Assists in setting up/ decorating the outlet according to the theme during special promotions or occasions.

§Ensures all beverage stock are kept in the proper storage under the appropriate temperature.

§Ensures all glasses are well polished.

§Assists in bar stock inventory and maintains an accurate inventory record.

§Submits request for replenishing the beverage items in the bar.

§Performs the function of cashier as required.

§Verifies cash received ensuring only genuine money been collected.

§Verifies all credit cards presented by guest before receiving payment.

§Strictly adheres to all policies and procedures issued by the Finance department with regards to cashiering and cash handling.

Personnel

§Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics

Other Duties

§Understands and strictly adheres to Rules and Regulations established in the Employee Handbook and the hotel's policies concerning fire, hygiene, health, and safety.

§Responds to changes in the Food & Beverage function as dictated by the industry, company and hotel.

§Attends training sessions and meetings as and when required.

§Exercises responsible behaviour at all times and positively represents the hotel and Hyatt International.

§Carries out any other reasonable duties and responsibilities as assigned.

§Must remain motivated, competitive, and accountable.

§Possess a solid understanding of current industry trends both local and international.

§Ensures high standards of personal presentation and grooming