Casual Food & Beverage Attendant
Delta Hotels by Marriott Preston
Reporting into: Food & Beverage Manager, Food & Beverage Supervisors, F&B Shift Leaders
Line Management of: None
This job description sets out the current duties of the job role that may vary from time to time without changing the general character of the job role or the level of responsibility entailed.
Job Purpose
Our jobs aren’t just about putting food on the table that our guests will enjoy until they ask for their bill. Instead, we want to build an experience that is memorable and unique – with food and drinks on the side. Our F&B Attendants take the initiative and deliver a wide range of services to make sure that guests enjoy their meal. Whether setting tables, communicating with the kitchen, interacting and serving guests, or cleaning work areas and supplies, the F&B Attendants make transactions feel like part of the experience.
No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Doing all these things well (and other reasonable job duties as requested) is critical for F&B Attendants – to get it right for our guests and our business each and every time.
Key Responsibilities
Guest Experience
- Address guests' service needs in a professional, positive, and timely manner.
- 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.
- 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 (LEARN) to resolve issues, delight, and build trust.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Assist other employees to ensure proper coverage and prompt guest service.
Operational Excellence
- Working across all Food and Beverage areas, including the Restaurant, Bar, Room Service or Conference and Banqueting.
- Maintain cleanliness of work and guest areas by clearing, collecting and returning food and beverage items to proper area.
- Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
- Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen.
- Set tables according to type of event and service standards, including types of linens, glassware, plate/chinaware, and silver/flatware, ensuring all supplies meet quality standards. Ensure conference rooms are set as per Banqueting Event Orders (BEOs).
- Pick-up trays and clean tables as needed to ensure a clean area.
- Follow appropriate procedures for serving alcohol, follow local Training & Guidance.
- Thank every guest upon departure, invites them to return, and wishes them a fond farewell.
- Retrieve and deliver food and beverage orders in a timely manner.
- Perform other reasonable duties as requested.
- Coordinates with the respective kitchens to ensure guests’ orders are delivered.
- Complete closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning equipment to proper locations, locking refrigerators, restocking items, turning off lights, locking doors, and completing daily cleaning checklist.
- Take room service orders over the phone, answering any questions regarding the menu, inputting order into appropriate system, up-selling, following method of payment policies, reading back the order to confirm its accuracy, and providing expected delivery time.
- For room service orders, place and log call back for room service order within appropriate time frame to ensure guest satisfaction.
- Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Health, Safety & Compliance
- 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.
- Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
- Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
- Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
- Complete appropriate safety training and certifications to perform work tasks.
- Participate fully in the hotel’s monthly training calendar.
Communication and 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.
- Speak to guests and co-workers using clear, appropriate and professional language.
- Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Cash & Bank Handling
- Process all payment methods in accordance with Accounting procedures and policies.
- Follow property control audit standards and cash handling procedures (e.g., blind drops).
- Count bank at end of shift, complete designated cashier reports, resolve any discrepancies, drop off receipts, and secure bank.
- Obtain assigned bank and ensure accuracy of contracted monies, obtaining change required for expected business level, and keeping bank secure at all times.
- Transport bank to/from assigned workstation, following security procedures.
- Harri, Micros, or any other systems access cards/passwords must not be left unattended under any circumstances, not shared with anyone, and must be stored appropriately whilst off duty.
Working Pattern
- Work flexibly on a scheduled shift rota across Monday – Sunday, including public holidays.
- Be adaptable to cover staffing shortfalls and business priorities to ensure operational continuity
- Perform other tasks as assigned by management
