Job Details
Report to work on scheduled time, wearing the proper uniform and nametag at all time
Maintain a clean and safe work environment
Inform Guests about all other hotel services and promotions upon request
Maintain good working relationships with all fellow Colleagues
Keep an up-to-date knowledge of the menu, beverage list and wine list
Maintain the telephone etiquette at all times
Take Guest orders accurately, honoring all special requests
Process pre ordered meals
Up sell orders / suggest food & beverage items as per orders
Give appropriate preparation and delivery times
Enter Guest orders in Micros POS
Communicate all incoming orders to servers properly
Keep track of all incoming and outgoing orders on floor sheets
Close checks accordingly upon return of servers
Process daily amenity list
Handle Guest inquiries and complaints
Coordinate with refreshment centre Colleagues for check out / refill bar / remove bar or alcohol remove requests promptly
Run end of shift reports
Drop cash payments
Assist with tray and table set ups if necessary
Assist with side work if necessary
Drop checks to accounts
Process all internal catering requests
Prior to service: inform yourself about the menus and hours of operation of each outlet within the hotel, as well as any ongoing events or promotions.
Answer phones within 3 rings and do not put guests on hold without their permission. Guests must not remain on hold for more than 30 seconds; alternatively, offer to return the guest's call within 3 minutes.
Acknowledge guests by name, speaking in a clear and friendly manner.
Communicate in an engaging manner, anticipating and understanding the guest's needs.
Guest conversation should be warm and attentive.
Offer recommendations and suggestions prior to food order being placed.
Ask the guest about required condiments and preferred cooking temperature, if applicable
Confirm amount of place settings.
At breakfast, the order taker must ask if the guest has received their daily newspaper; if not, offer to include it with the breakfast order.
Provide the guest with the actual time that the order will be delivered (e.g. hour and minute) rather than the amount of time required.
Awareness of guest's time, circumstances and well-being should be considered in all interactions.
Wow guests in situations that present themselves as opportunities.
Thank guests, using their name where appropriate.
Company Description
The Birth of a Legend
In 1907, history was made when Fairmont San Francisco, Nob Hill's grand dame, opened its doors. The iconic hotel soon became the city's venue of choice for glittering balls, presidential visits and political gatherings, making the name Fairmont synonymous with place of occasion. With this auspicious beginning, Fairmont Hotels & Resorts brand was born.