F&B Supervisor (Booking Office 1869)

The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today's traveler a range of unique experiences suited to their individual sense of style and adventure.

In joining Autograph Collection, 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.

POSITION SUMMARY

• Ensure staff is working together as a team to ensure optimum service and that guest needs are met.
• Inspect grooming and attire of staff and rectify any deficiencies.
• Complete opening and closing duties including setting up necessary supplies and tools, cleaning all equipment and areas, locking doors, etc.
• Inspect storage areas for organization, use of FIFO, and cleanliness.
• Complete scheduled inventories and stock and requisition necessary supplies.
• Monitor dining rooms for seating availability, service, safety, and well-being of guests.
• Complete work orders for maintenance repairs.
• Assist management in hiring, training, scheduling, evaluating, counselling, disciplining, and motivating and coaching employees; and serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.
• Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.
• Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.
• Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs.
• Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees.
• Ensure adherence to quality expectations and standards; and identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
• Perform other reasonable job duties as requested by Supervisors.

Extraordinary Operations

• Every order taken, recommendation made, beverage pairing suggested, reflects your knowledge, experience and your own reputation as an F&B professional.
• Every guest interaction should be personalised and special - you can make this happen by taking ownership of each guest interaction, listening for cues and following up on guest signals to deliver a memorable experience.
• There is no such thing as 'no' when it comes to a guest request- do what you need to do to meet request or at the very least, find alternatives to present back to the guest when all other options are exhausted.
• You are responsible for operating within Marriott International's policies and procedures.

Extraordinary Services

• Deliver an extraordinary guest service - personalised, fun, engaging, caring, and attentive.
• Be a reason for guest return due to your shining personality, knowledge of regulars, conversion of first-time guests to be fans and strong & engaging floor presence.
• Deliver and support the hotel and brand's service standards at every moment, including knowledge of the hotel, its history, the Navigator and the daily RWAY.
• Attend and actively participate in all required training sessions including shift briefings, menu tasting etc.
• You are a role model for service and hospitality ensuring every guest is satisfied and will talk about their experience for years to come.

Extraordinary People

• Work as a strong and committed team member and colleague, as well as proactively nurturing all relationships.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.
• Assist other employees to ensure proper coverage and prompt guest service.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• 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.
• Stay up-to-date on the local area, including unique attributes, happenings and offerings, so that you are prepared to provide specific recommendations for guests.

Specific Duties

• Ensure the awareness of guest arrival details.
• Proactively seek guest preferences and record them.
• Greet guest upon arrival for introduction and rooming.
• Respond to special requests from guests with unique needs and follow up to ensure satisfaction.
• Open doors and assist guests/visitors entering and leaving property.
• Inform guests of property amenities, services, and hours of operation, and local areas of interest and activities.

General Food and Beverage Services

• Report any employee, guest, and/or vendor incidents and accidents to management and Loss Prevention at the time of the incident and/or accident.
• Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
• Assist your and other departments when needed to ensure optimum service to guests.
• Document any and all guest and employee incidents/accidents for management follow up.
• Inspect storage areas for organization, use of FIFO, and cleanliness and rectify any deficiencies.
• Notify management of maintenance repairs issues.
• Complete scheduled inventories of supplies, food, and liquor to check stock and requisition necessary supplies.
• Monitor dining rooms for seating availability, service, safety, and well-being of guests.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Answer telephones using appropriate etiquette.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly.
• Prepare and review written documents, including proofreading and editing written information to ensure accuracy and completeness.

Assists Management

• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
• Encourage and motivate employees to perform their best.
• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs.
• Listen to hourly employees' suggestions for improving how work is done and how guests are served.
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Collaborate with management to develop and carry-out ideas and procedures, and set goals to continuously improve department performance around guest and employee satisfaction scores.

Working with Other

• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• 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.

Policies and Procedures

• Follow company and department policies and procedures.
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Complete appropriate safety training and certifications to perform work tasks.

Your key measure for the role

• GuestVoice & TripAdvisor Food Safety Audit compliance.
• Brand Standard Audit compliance.
• 43 point checklist compliance.
• Environmental health checks.

You know you're doing a great job when

• You achieve a minimum of a P rating in your annual performance review.
• You are being recognised by guests for extraordinary hospitality and product knowledge.
• The overall hotel BSA, GSS, ESS and Trip Advisor goals are being achieved.

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.