FB Service - GRO

1. Guest Interaction:

   • Greet guests upon arrival at the hotel restaurant bar or caf.
   • Provide information about food and beverage menus specials and promotions.
   • Assist with reservations special requests or specific dietary needs of guests.
   • Handle any guest complaints or issues regarding food and beverage service ensuring prompt resolution and satisfaction.

2. Customer Service:

   • Ensure all guests receive attentive friendly and professional service.
   • Monitor the dining experience to ensure that guests are enjoying their meal and their needs are met.
   • Maintain a welcoming and positive attitude to enhance guest experience.

3. Coordination with F&B Staff:

   • Communicate guest preferences and requests to kitchen staff and service personnel.
   • Work closely with the F&B team (waiters bartenders chefs) to ensure smooth service and efficiency.
   • Assist in managing guest orders and seating arrangements.

4. Problem Solving:

   • Resolve guest complaints or service issues in a polite and efficient manner.
   • Offer alternatives compensation or special attention to maintain customer satisfaction.

5. Reservation Management:

   • Assist with managing restaurant reservations ensuring efficient seating and minimizing wait times.
   • Confirm reservations and follow up as necessary.

6. Administrative Duties:

   • Maintain accurate guest records including preferences and feedback.
   • Handle guest requests for dining arrangements private events or special functions.

7. Promotions and Upselling:

   • Promote F&B offerings such as new menu items seasonal specials and events.
   • Upsell drinks desserts or highervalue menu items to enhance revenue.

8. Hygiene and Cleanliness:

   • Ensure the restaurant or dining area is clean wellorganized and aesthetically pleasing.
   • Monitor food safety standards and cleanliness in the F&B area.

9. Event Coordination:

   • Assist in organizing and coordinating special events such as banquets conferences or private dinners.
   • Collaborate with the events team to ensure smooth operations.

10. Training and Support:

    • Provide guidance and support to junior F&B staff ensuring they understand hotel service standards and guest expectations.
    • Participate in training programs to stay updated on best practices in guest relations and service.

Qualifications :

1. Educational Background:

• Bachelors or Diploma in Hospitality Management or a related field is preferred. This could include courses such as:
  • Hotel Management
  • Tourism Management
  • Food and Beverage Management
• Alternatively relevant certifications or courses in F&B service customer service or hospitality may also be considered.

2. Experience:

• Previous Experience in F&B Service or Hospitality:
  • Ideally 13 years of experience working in the food and beverage department particularly in a hotel or restaurant setting.
  • Experience in guest relations front desk or a similar customerfacing role within a hotel or hospitality setting is highly valued.
• Guest Service Experience: Previous roles involving direct interaction with guests and ensuring a high level of satisfaction.
• Supervisory Experience: Some employers may prefer candidates with prior experience in leading or training junior staff especially in larger hotels or restaurants.

3. Skills and Abilities:

• Customer Service Skills:
  • Strong communication skills with the ability to engage with guests in a friendly professional manner.
  • Ability to anticipate guests needs and resolve complaints in a timely courteous manner.
• ProblemSolving Skills:
  • Capability to handle customer complaints or service issues efficiently and diplomatically.
• Multitasking and Time Management:
  • Ability to juggle multiple tasks in a fastpaced highpressure environment.
• Attention to Detail:
  • Ensuring that guests preferences special requests and feedback are noted and acted upon.
• Teamwork and Collaboration:
  • Ability to work effectively with a team including kitchen staff servers and other departments.
• Knowledge of Food and Beverage:
  • A solid understanding of the menu beverage offerings and dining etiquette to assist guests.
• Upselling Skills:
  • Ability to suggest and promote menu items drinks or specials to enhance sales.

4. Language Proficiency:

• Fluency in English: English is often the primary language used in international hotels and hospitality settings.
• Additional Languages: Depending on the hotels location knowledge of a second language (e.g. Spanish French Mandarin) can be a significant advantage.

5. Personal Traits:

• Professional Appearance and Presentation: As a GRO maintaining a neat and professional appearance is important as you represent the hotels brand.
• Positive Attitude: A friendly welcoming and approachable demeanor to create a memorable guest experience.
• Flexibility and Adaptability: Willingness to work varying shifts including weekends holidays and evenings as required in the hospitality industry.
• Physical Stamina: The role may require standing for extended periods and handling physical tasks like assisting guests or ensuring the dining area is in top condition.

6. Technical Skills:

• Familiarity with POS Systems: Knowledge of Point of Sale systems used in restaurants for order taking billing and managing reservations.
• Reservation Management: Proficiency in managing reservations both online and over the phone may be required.
• Basic Computer Skills: Familiarity with Microsoft Office tools (Excel Word) for basic administrative tasks.

Remote Work :

No

Employment Type :

Contract