Floor Supervisor - The London EDITION

Additional Information GBP 9504 annual tronc + additional service charge

Job Number 26126737

Job Category Food and Beverage & Culinary

Location 10 Berners Street, London Engla W1T 3NP, United Kingdom VIEW ON MAP

Schedule Full Time

Located Remotely? N

Position Type Non-Management

Pay Range: GBP 13.87 Hourly Salary

Position Summary

As a key front of house representative of the F&B team the Nightlife Supervisor is responsible for supervising of the Lobby Bar, Punch Room and BASEMENT outlets, and including the, serving and hosting of our guests, delivering a five star luxury lifestyle guest service experience. Greet guests warmly and determine the reason for their visit and the number in their party. Responsible for seating guests by finding a clean, available table; pulling out chairs and placing clean/current menu in front of guest, etc. Guide guests through the Lobby Bar and other F&B outlets and provide any needed assistance. Move and arrange tables, chairs, and settings and organize seating for groups with special needs. Ensure place settings are appropriate and each guest has a napkin, clean silverware, and any other item that is part of the standard place setting. Check menus to ensure they are current, clean, plentiful, and wrinkle-free. Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures. Monitor the Lobby Bar for seating availability, service, safety, and well-being of guests. The role involves actively up selling to each guest at each correct opportunity when making recommendations to maximize revenue working to achieve personal and team related revenue and service goals. Ensure every guest receives a personalized unique original experience.

CRITICAL TASKS

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Complete appropriate safety training and certifications to perform work tasks.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Coordinate and curate the guests in the Lobby Bar, so as to create a lively interactive atmosphere at all times.
• Address guests' service needs in a professional, positive, and timely manner.
• Thank guests with genuine appreciation and provide a fond farewell.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest 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 (e.g., 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 other employees to ensure proper coverage and prompt guest service.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Talk with and listen to other employees to effectively exchange information.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Working With Others

• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

General Food and Beverage Services

• Monitor Lobby Bar 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 repairs issues.
• Report any employee, guest, and/or vendor incidents and accidents to management and Loss Prevention at the time of the incident and/or accident.
• Assist your and other departments when needed to ensure optimum service to guests.

Assists Management

• Communicate with guests, other employees, or departments to ensure guest needs are met.
• Liaise with the other outlet managers and hosts to ensure that any guest requirements are seen to (where possible)
• Obtain from Front of House a list of guests that have enquired about space in them Lobby Bar and any notables that may require a table, who are staying in the hotel
• Brief Bar Manager and Director of Bars before each shift on confirmed bookings or events and any possible issues
• Liaise with the events team weekly and be the point of contact for the Lobby Bar
• Manages the transfers of bills between the Lobby Bar, Punch Room and Berners Tavern, so that the guest is seamlessly escorted between each outlet

Opening/Closing

• Check menus to ensure they are current, clean, plentiful, and wrinkle-free.
• Double check all reservations and ensure that there is adequate table space for all eventualities
• Brief the Lobby Bar team as to the bookings and make note of any special requests
• Deliver the Daily EDITION and ensure that all aspects of the ethos and relevant daily information are passed on to the team.
• Set goals and tasks for the shift and manage staff breaks depending on business levels.
• Complete a full handover to the evening shift; to include open tables, VIP guests, any relevant issues and the opening checklist. If closing, follow the managers checklist and ensure that all pints are covered and reports are completed.

Greeting and Seating

• Greet each guest upon arrival and skill obtain their name, so as to check for reservations
• Seat guests by finding a clean, available table; pulling out chairs; placing clean/current menu in front of guest, etc.
• Guide guests through the Punch Room and provide any needed assistance.
• Move and arrange tables, chairs, and settings and organize seating for groups with special needs with minimal amount of disturbance to other guests.
• Greet guests and determine the number in their party.
• Ensure place settings are appropriate and each guest has a menu and is introduced to their server.
• Thank every guest upon departure, invite them to return, and wish them a fond farewell.

CRITICAL COMPETENCIES

Interpersonal Skills

• Guest Service Orientation
• Team Work
• Diversity Relations
• Interpersonal Skills

Communications

• Communication
• Listening
• Telephone Etiquette Skills
• English Language Proficiency

Personal Attributes

• Presentation
• Positive Demeanor
• Integrity
• Dependability
• Safety Orientation
• Adaptability/Flexibility

Preferred Qualifications

Education: High school diploma/G.E.D. equivalent

Related Work Experience: No related work experience is required

Supervisory Experience: No supervisory experience is required

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality. EDITION delivers the best of both worlds in a delicate balancing act – polish with personality, perfectionism with individualism, and comfort with charisma and charm. The brand targets sophisticated, knowledgeable consumers who understand quality, originality, design, and service excellence, but who want it without limitations – breaking the bounds of convention and demanding an attitude and a feeling wrapped in a package that showcases the exceptional.

But to create this magical experience, we need you. We are looking for outgoing, authentically amazing people who are looking for a place to work that inspires them, challenges them and makes them proud to come to work. A place where service comes from the heart, not from a handbook. A place that delivers a never-ending theatrical performance that continuously delights and enchants each and every one of our guests.

We invite you to join us today. In joining EDITION, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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