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, counseling, 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, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language. 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. Read and visually verify information in a variety of formats (e.g., small print). Visually inspect tools, equipment, or machines (e.g., to identify defects). Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance. Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. Move through narrow, confined, or elevated spaces. Move up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested by Supervisors.
•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.
•Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
•Thank guests with genuine appreciation and provide a fond farewell.
•Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
•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).
•Speak to guests and co-workers using clear, appropriate and professional language.
•Provide assistance to coworkers, ensuring they understand their tasks.
•Talk with and listen to other employees to effectively exchange information.
•Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
•Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
•Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
•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.
•Ensure employee compliance with company standards and policies and external regulations (e.g., safety, OSHA, department-specific procedures such as food standards).
•Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
•Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
•Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
•Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
•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.
•Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks ad assignments, hold development discussions, and construct and execute development plans).
•Collaborate with management to formally recognize hourly employees' performance contributions.
•Serve as hourly employees' first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.