F&B Assistant in City of Westminster

BRAND INTRODUCTION

At Montcalm Collection, we believe that timeless style and genuine hospitality are more than just values, they’re a way of life. Our people are the heart of our hotels: passionate individuals working together as a team, united by an unwavering commitment to providing first-class personal service.

Our collection spans some of London’s most storied buildings, from elegant Georgian townhouses and an 18th-century brewery to a historic head office and a contemporary architectural landmark. Each hotel has its own unique story, and within everyone, our team creates unforgettable experiences for our guests.

While our walls speak of history, it’s our people, their ambition and their creativity that shapes our future.

Join us, and become part of a culture that celebrates individuality, nurtures potential, and upholds the very highest standards of the art of hospitality.

SCOPE & GENERAL PURPOSE

The Food & Beverage Assistant works closely with the Food & Beverage Management Team and the General Manager overseeing daily operations of the F&B Outlets, ensuring exceptional service standards and delivering a luxury dining experience.

This role involves serving food and beverages, ensuring guest feel welcome, comfortable and well always attended to, ensuring that all service standards reflect the hotel’s luxury brand.

COMPETENCIES

1. Guest Satisfaction

• Focuses on identifying and meeting customer's needs by paying attention to their preferences and makes sure customers have a memorable experience.
• Takes customers’ interests and complaints seriously.
• Delivers prompt, efficient and personalised service; shows empathy and understanding for customers’ views and attitudes.
• Uses proactive approach in maintaining relationships with customers by recognition, use of name, polite conversations.

2. Guest Experience Quality

• Proactively seeks customers’ feedback with intention to improve service.
• Reflects on service in their own area of responsibility, reports service flaws to the manager on duty, suggests service improvements and ideas.
• Attends service trainings and other trainings intended to improve service.
• Ensures professional, high quality work standards are met.
• Uses feedback constructively to learn and improve.

3. Attitude and Motivation

• Has a positive, collaborative, solutions-oriented attitude.
• Has an ability to motivate oneself and seeks for support by the manager, colleague, or other supportive relationship on occasions when that ability is diminished.
• Seeks for advice or different perspective in order to manage situations outside of their immediate control.

4. Time Keeping and Attendance

• Demonstrates punctuality and good time management by observing agreed start and end times and lunch breaks.
• Offers flexibility when business needs require rota changes.
• Gives sufficient notice for sickness and other absences, and lateness.
• Arrives to work earlier to change and / or prepare to start their duties at agreed time.

5. Appearance

• Familiarises themselves with grooming policy and presents themselves at work appropriately.
• Follows the dress code and makes every effort to keep high personal hygiene standards.

6. Personal & Professional Development

• Completes all trainings assigned by the company and their manager, makes an effort to improve based on feedback gathered during annual reviews, probation assessment, and check-in conversations with the manager.
• Proactively seeks feedback and takes it as an opportunity to learn; identifies opportunities to improve via training interventions, leads their own development plan when one is present.

7. Communication