Additional Information
Job Number 25182377
Job Category Food and Beverage & Culinary
Location London Marriott Hotel Canary Wharf, 22 Hertsmere Road, London, England, United Kingdom, E14 4EDVIEW ON MAP
Schedule Part Time
Located Remotely? N
Position Type Non-Management
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.
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 the LEARN MODEL 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.
▪ Have general knowledge about the hotel’s facilities and features.
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 Stationery
▪ 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.
▪ Attends 15 minute trainings, pre-shift briefings, taste panels and departmental meetings in order to develop their skills and knowledge.
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.
▪ Carries out any other duty/function that may be assigned by the immediate Supervisor.
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.
▪ Promotes awareness of health, safety and security within the department for associates and guests. Example fire alert points, exits, extinguishers, table clips etc.
Policies and Procedures
▪ Protect the privacy and security of guests and coworkers.
▪ Follow company and department policies and procedures.
▪ 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.
▪ 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.
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 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.
