Breakfast Team Member / Public Area Cleaner

With a real focus on performance, people, quality, profit and communities, RBH transform hotels. This role contributes to RBH’s vision by working with the hotel team to attract, retain and develop an engaged team who deliver exceptional service at every opportunity. This role contributes to RBH’s Purpose by providing exceptional service to all prospective and current guests of the hotel, ensuring hotel quality standards are maintained whilst achieving maximum revenue and guest satisfaction.

To assist with the smooth and efficient operation of the breakfast and Public Area, ensuring facilities are maintained to the standards required. Contribute to business growth by delivering an exceptional breakfast experience for guests. Maintain cleanliness across all public and back-of-house areas of the hotel, ensuring all spaces meet company standards at all times.

Duties and Responsibilities

• Ensure smooth and efficient running of service during breakfast time.
• Comply with all company and hotel standards, according to the standards manual and mission statements.
• Greet, seat and service all guests in a friendly manner and maintain the highest level of hospitality/customer care.
• Keep the Restaurant and Great Room area clean, meeting food hygiene regulations at all times.
• Inform customers of menu changes.
• Answer questions about our food, beverages and restaurant functions and services.
• Provide guests with estimated waiting time.
• Deliver food and beverages from kitchen to customers in a timely manner.
• Clear and reset tables and restock products as needed.
• Be ready and willing to assist fellow team members as situations arise.
• Be available to fill in as needed to ensure the smooth and efficient operation of breakfast.
• Ensure that the mise-en-place and the ordering of stocks is carried out according to the check lists and business levels.
• Remain in the Restaurant on opening for service to greet and seat customers and co-ordinate staff.
• Pay attention to guests and anticipate their needs.
• Comply with and act in accordance with all Company fire regulations during Breakfast and lunch.
• Comply with the Alcohol Licensing Act 2003.
• Comply with Food Safety procedures.
• Be present, on time for duty as per roster and comply with time and attendance policies.
• Actively participate in training and development programs and maximise opportunities for self-development.
• Ensure high standards of cleanliness are maintained throughout to reflect the brand standards on all occasions.
• Display a ‘can do’ attitude at all times.

Customer Service

• Demonstrate service attributes in accordance with industry expectations and company standards including being attentive to Guests, maintaining professionalism, accurately and promptly fulfilling Guests requests, anticipating Guests needs, and maintaining a high level of knowledge which affects the Guest experience.
• Demonstrate a ‘service’ attitude and take appropriate action to resolve guest complaints.
• Ensure that guests depart the hotel with a positive impression of the hotel service.
• Attend to guests' complaints and inquiries, referring problems to Guest Service Manager / Front Office Manager if unable to assist.

Quality

• Ensure our guests receive an exceptional level of service and want to return.
• Anticipate guests' needs and provide service to exceed their expectations.
• Take appropriate action with regards to guest feedback.
• Comply with brand hotel and company operating standards.
• Adhere to departmental standards of performance.
• Ensure routine maintenance is carried out in your areas of responsibility, reporting any damage or wear and tear.
• Assist with ongoing departmental cleaning, collect any litter, and remove/report hazards.
• Understand departmental risk assessments and be trained against them.

Performance Measurement

• Minimal guest complaints to be received for cleanliness issues.
• Compliance with brand standards.

Specifications

• Experienced cleaner in a quality establishment.
• An eye for detail and attention to detail.
• Must be flexible to work weekends and varying shifts.
• Knowledge of health & safety.
• Good communicator with peers.
• Cleaning designated public areas such as corridors, lifts, lobbies, offices, reception areas, F&B areas, leisure club, spa, laundry room, changing rooms and meeting rooms.
• Performing cleaning tasks efficiently and to a high standard within a fast-paced environment.
• Consistently following company health and safety protocols and procedures including adherence to COSHH guidelines.
• Promote positive health & safety standards within the public areas ensuring the safety of our guests & employees.
• Service room cleaning requests when required by the duty manager based on business needs.

People

• Maintain good working relationships with colleagues.
• Attend training when required.
• Constantly improve product knowledge to maximise revenue and services provided.
• Attend regular briefing sessions and hotel meetings when required.
• Take a responsible approach towards timekeeping and attendance at work.
• Have excellent personal presentation and adhere to the company standards of appearance at all times.
• Maintain high levels of enthusiasm and commitment to every task undertaken.
• Be responsible for your own personal development at work.
• Participate in your annual review discussion and any subsequent conversations to review performance and objectives.

Health, Safety and Security

• Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety and adhere to HACCAP regulations.
• Familiarise yourself with emergency and evacuation procedures.
• Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of the line manager.

General

• Comply with the Company’s corporate code of conduct.
• Familiarise yourself with the company values and model desired behaviours.
• Perform tasks as directed by the Manager in pursuit of the achievement of business goals.
• Comply with Hotel Rules and Regulations and provisions contained in the Employment Handbook.
• Comply with Company Grooming Standards.
• Maintain exemplary department standards of behaviour, appearance and attitude as expected by the Hotel Group.