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About the Role

F&B Service Experts are responsible for creating memorable and unique guest experiences, going beyond just serving food and drinks. They take initiative to deliver a wide range of services, including setting tables, communicating with the kitchen, interacting with guests, and maintaining cleanliness. Success in this role requires a commitment to a safe workplace, adherence to company policies, upholding quality standards, and maintaining professional appearance and communication.

Responsibilities

Address guests' service needs in a professional, positive, and timely manner.
Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Anticipate guests' service needs by asking questions and observing preferences.
Thank guests with genuine appreciation and provide a fond farewell.
Actively listen and respond positively to guest questions, concerns, and requests, resolving issues to delight guests and build trust.
Engage guests in conversation regarding their stay, property services, and area attractions.
Assist other employees to ensure proper coverage and prompt guest service.
Maintain cleanliness of work and guest areas by clearing, collecting, and returning food and beverage items.
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 event type and service standards, ensuring all supplies meet quality standards.
Pick-up trays and clean tables as needed.
Follow appropriate procedures for serving alcohol.
Retrieve and deliver food and beverage orders in a timely manner.
Coordinate with kitchens to ensure guests’ orders are delivered.
Inspect the cleanliness and presentation of all china, glass, and silver prior to use.
Record transactions 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.
Count bank at end of shift, complete cashier reports, resolve discrepancies, and secure bank.
Obtain assigned bank and ensure accuracy of contracted monies, obtaining change, and keeping bank secure.
Transport bank to/from assigned workstation, following security procedures.
Set up and organize cashier workstation with designated supplies, forms, and resource materials, maintaining cleanliness.
Complete closing duties, including storing reusable goods, breaking down goods, cleaning equipment and areas, restocking items, and completing daily cleaning checklist.
Present physical and accurate check and process payment, adhering to all cash handling and credit policies/procedures.
Check in with guests to ensure satisfaction with each food course and/or beverages.
Answer questions on menu selections and check with kitchen staff for clarification.
Communicate with the kitchen regarding wait times for food items, recook orders, and product availability.
Take room service orders over the phone, answer menu questions, input orders, up-sell, follow payment policies, confirm order accuracy, and provide expected delivery time.
Place and log call backs for room service orders to ensure guest satisfaction.
Notify guests and management of delays in service delivery.
Communicate with guests, other employees, or departments to ensure guest needs are met.
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.
Support all coworkers 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.
Comply with quality assurance expectations and standards.
Report work-related accidents or injuries immediately to manager/supervisor.
Follow company and department safety and security policies and procedures.
Identify and correct unsafe work procedures or conditions or report them to management.
Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures to avoid injury.
Follow property-specific procedures for handling emergency situations.
Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
Complete appropriate safety training and certifications.
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, and professional.
Maintain confidentiality of proprietary materials and information.
Protect company tools, equipment, machines, or other assets.
Perform other reasonable job duties as requested by Supervisors.
Follow requirements and tasks as defined in EMEA Food & Beverage Cashiering SOP if associate handles cash.
Comply with requirements of Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.

Requirements

At least 1 year of related work experience.
No supervisory experience is required.

Skills

Customer Service Orientation
Teamwork
Interpersonal Skills
Diversity Relations
Communication
Listening
English Language Proficiency
Dependability
Presentation
Positive Demeanor
Integrity
Safety Orientation
Stress Tolerance
Adaptability/Flexibility
Multi-Tasking
Information Retention

Experience Level

At least 1 year of related work experience

Education Level

Higher Education, Diploma or equivalent

About the Company

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.
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™.

Equal Opportunity

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.