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 F&B 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 restocking supplies, the F&B 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. Doing all these things well (and other reasonable job duties as requested) is crucial for F&B Service Experts – to get it right for our guests and our business each and every time.
A Food and Beverage Service expert thrives on collaborating with the rest of the hotel team to make sure our guests are having a great time in all areas by delivering excellent customer service. They ensure that 5-star hotel expectations are met and exceeded and all customers receive personalised, memorable service which consistently delights
CRITICAL TASKS
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 hotel 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.
- Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
General Food and Beverage Services
- Maintain cleanliness of work and guest areas by clearing, practicing clean-as-you-go procedures and collecting and returning food and beverage items to proper area.
- (M Club) For morning shift: Set up the buffet for Breakfast and ensure that it is replenished during service time. Bring the food from back-office kitchen inside the lounge
- (M Club) For afternoon and evening shift: Set up the buffet for Afternoon tea and/or evening canapés and ensure that the buffet is replenished during service time. Bring the food from back-office kitchen inside the lounge.
- Ensure all food display and serving areas are set up on time, are set out correctly and that all labels are present and accurate including relevant allergens information.
- (M Club) Ensure that the Lounge is tidy and clean, within both front and back of house areas. These must be prepared, stocked and ready for service at all times.
- Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures with periodic deep cleaning as set out by a supervisor or manager.
- Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen.
- Set all tables according to type of event, space 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.
- Inspect the cleanliness and presentation all china, glass, and silver prior to use. Always maintain a high level of cleanliness, including coffee machines, beerline pipes and fridges.
- Maintain a high standard of personal appearance and hygiene and meet hotel grooming and uniform standards. Trainers and jeans are not allowed on shift at any time.
- Maintain healthy inter-departmental relationships with colleagues and managers.
- Be empowered to deal with guest problems, through following the LEARN process, and to seek advice when unsure what to do. Communicate with direct line manager about any issues or situations.
- Develop self and others, by responding to and giving feedback to other associates.
- Follow service excellence standards at all times.
- Carry out any other duty/function that may be assigned by direct line manager and/ or supervisor.
- Ensure that all food and beverage products are correctly stored, dated, labelled and rotated where necessary.
- Move, lift, carry, and place objects weighing less than or equal to 20 kilos without assistance and more than 20 kilos with assistance. Follow manual handling procedures fully in order to minimise risk to self and colleagues, and never take on any loads that exceed these limits without adequate support and/or equipment.
- Follow appropriate procedures for serving alcohol, follow local training & guidance.
- Thank every guest upon departure, invite them to return, and wish them a fond farewell.
- Retrieve and deliver food and beverage orders in a timely manner.
- Perform any other reasonable duties as requested.
- Coordinates with the respective kitchens to ensure guests’ orders are delivered.
- Inspect condition of furniture for tears, rips, and stains and report damages to manager/supervisor.
- Dust surfaces in assigned area, including furniture, fixtures, woodwork, pictures, phones, fire extinguisher boxes, exit signs, and air vents.
- Empty rubbish containers regularly to avoid build-ups and use them as designated for their purpose, including those specifically for food wastage to assist with the hotel’s sustainability efforts.
- Clean floor surfaces in designated spaces using appropriate chemicals, supplies, and equipment (e.g., mops, vacuums, wet vacuum, shampoo machine, stain remover). Ensure that PPE is used whenever necessary and instructions by product are always followed fully to maintain COSHH requirements. Do not use any chemicals or equipment that you have not received training for and seek further help from a supervisor or manager if necessary.
- Clean and maintain lights by wiping lamps, light fixtures, and light switches, checking that they are in proper working condition, and reporting any defects in a timely manner.
Banquet Room
- Prepare coffee breaks, carts, and stations with appropriate food and beverages as stated in Banquet Event Orders.
- Prepare tables, action stations, buffets, service carts, dessert table/carts and cordial carts with specified tools, wares and equipment according to company standards.
Set up, operate, and troubleshoot audio-visual (AV), projection, lighting, and conferencing equipment, devices, and systems, ensuring all equipment is operational prior to use.
- Clean tables by removing and separating tableware, plateware, glassware, and flatware.
- Monitor tableware to ensure it is presentable to guests, including checking for cleanliness, cracks, and chips.
- Respond to and endeavor to fulfill any special banquet event arrangements requested by guests.
- Replenish buffet items to ensure consistency and freshness in presentation from opening to closing.
- Follow up on special banquet event arrangements requested by guest to ensure compliance.
- Assist and instruct guests/customers regarding proper usage and operation of AV equipment and Internet
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 organise 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
- Ensure order taking is accurate, clear and personalised recommendations are made wherever possible to help guests make informed choices.
- Have a thorough knowledge of all menus offered in order to clearly articulate and describe items during the order taking and suggestion making process.
- Present a physical and accurate check and process payment, adhering to all cash handling and credit policies/procedures including added and received gratuities.
- 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 – especially on allergens where no assumptions must be made and a definitive answer always provided, even if this involves checking with a supervisor or manager.
- Communicate with the kitchen regarding the length of wait for food items, re-cook orders, and product availability.
- Proactively offer refills, additional courses etc. without having to be asked.
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.
- Understand the escalation process and how to follow it in the event of a serious or urgent matter arising, such as an allergic reaction or food poisoning complaint.
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.
- Responsible for the safe keeping of all keys.
Policies and Procedures
- Protect the privacy and security of guests and coworkers.
- Follow company and department policies and procedures.
- Report sickness or absence using correct procedure and in instances of food-borne illness or where crosscontamination risk exists, ensure that you are certified fit to return to work by a designated professional.
- Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
- Maintain confidentiality of proprietary materials and information.
- Ensure that your working hours comply with those minimally contracted, and any overtime is pre-authorised by a manager or supervisor. Where legal restrictions apply, for example if permitted to work under a student visa, hours worked must strictly comply with this at all times otherwise disciplinary action will be taken.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Perform other reasonable job duties as requested by supervisors / management.
- 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
Comunication
Personal Attributes
- Teamwork
- Interpersonal Skills
- Diversity Relation
Listening
- English Language Proficiency
- Presentation
- Positive Demeanor
- Integrity
- Safety Orientation
- Stress Tolerance
- Adaptability/Flexibility
- Multi-Tasking
- Information Retention
PREFERRED QUALIFICATIONS
Education Higher Education,
Diploma or equivalent
Related Work Experience
At least 1 year of related work experience
Supervisory Experience
No supervisory experience is required
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. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott 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.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, 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.
