POSITION SUMMARY
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 Guest Service Experts 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 Guest Service Expert makes 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. Guest Service Experts will be on their feet and moving around (stand, sit, or walk for an extended time; moving over sloping, uneven, or slippery surfaces), managing the menu (read and visually verify information), and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance and 50 pounds with assistance; reach overhead and below the knees, including bending, twisting, pulling, and stooping). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Service Experts – to get it right for our guests and our business each and every time.
Guest Relations
- 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 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.
General Food and Beverage Services
- 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.
- Pick-up trays and clean tables as needed to ensure a clean dining 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
Beverage/Coffee Cart
- Inspect the cleanliness and presentation all china, glass, and silver prior to use.
- Cash/Bank Handling
- Record transaction in MICROS or similar system at time of order.
- 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.
- Set up and organize cashier workstation with designated supplies, forms, and resource materials; and always
maintain cleanliness of workstation.
Closing
- 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.
Steps of Service
- Present physical and accurate check and process payment, adhering to all cash handling and credit
policies/procedures including added and received gratuity.
- Check in with guests to ensure satisfaction with each food course and/or beverages.
- Answer questions on menu selections, and check with kitchen staff whenever additional clarification is necessary.
- Communicate with the kitchen regarding the length of wait for food items, recook orders, and product availability.
In-Room Dining/Room Service
- 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.
- Place and log call back for room service order within appropriate time frame to ensure guest satisfaction.
- Notify guests and management of delays in service delivery.
Assists Management
- Communicate with guests, other employees, or departments to ensure guest needs are met.
Communication
- 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.
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.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.
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.
- 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.
Policies and Procedures
- Protect the privacy and security of guests and coworkers.
- Follow company and department policies and procedures.
- Ensure uniform, brand pin, and personal appearance are clean, hygienic, professional and in compliance with
company policies and procedures.
- Maintain confidentiality of proprietary materials and information.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Perform other reasonable job duties as requested by Supervisors.
- Follow the requirements and tasks as defined in EMEA Food & Beverage Cashiering SOP if associate handles cash.
- Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier
Overage/Shortage SOPs.
CRITICAL COMPETENCIES
Interpersonal Skills
- Customer Service Orientation
- Teamwork
- Interpersonal Skills
- Diversity Relations
Communications
- Communication
- Listening
- English Language Proficiency
Personal Attributes
- Dependability
- Presentation
- Positive Demeanor
- Integrity
- Safety Orientation
- Stress Tolerance
- Adaptability/Flexibility
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: Less than 1 year related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None
At Aloft, we aren’t your typical hotel—but we aren’t too cool for school either. We’re here to be our guests’ launching and landing pad. Whether they are taking their dog for a walk and coming back for a drink, wrapping up a day of meetings with coworkers, or they’re in town to see family, friends, or their favorite band, we offer a hub for connection to others and the area around them, with modern design and personality to boot. We’re looking for confident self-expressers who aren’t afraid to draw outside the lines. If you are someone who gets excited about the possibilities to connect with others, then Aloft Hotels is the place for you. In joining Aloft Hotels, 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.
