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About the Role

As a Food and Beverage Service Expert, you will create memorable and unique guest experiences by delivering a wide range of services. You will collaborate with the hotel team to ensure guests have a great time by providing excellent customer service, meeting and exceeding 5-star hotel expectations, and delivering personalized, memorable service.

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, using hotel specific processes to resolve issues.
• Engage guests in conversation regarding their stay, property services, and area attractions.
• Assist other employees to ensure proper coverage and prompt guest service.
• Provide assistance to individuals with disabilities.
• Maintain cleanliness of work and guest areas by clearing, practicing clean-as-you-go procedures, and restocking supplies.
• Set up buffets for breakfast, afternoon tea, and/or evening canapés, ensuring replenishment during service times.
• Bring food from the back-office kitchen into the lounge.
• Ensure all food display and serving areas are set up on time, correctly, and with accurate labels, including allergen information.
• Keep the Lounge tidy and clean in both front and back of house areas, ensuring they are prepared and stocked for service.
• Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen.
• Set all tables according to event type, space, and service standards.
• Pick up trays and clean tables as needed.
• Inspect the cleanliness and presentation of all china, glass, and silver prior to use.
• Maintain a high standard of personal appearance and hygiene, meeting hotel grooming and uniform standards.
• Maintain healthy inter-departmental relationships with colleagues and managers.
• Deal with guest problems by following the LEARN process and seeking advice when unsure.
• 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, following manual handling procedures.
• Follow appropriate procedures for serving alcohol.
• Retrieve and deliver food and beverage orders in a timely manner.
• Perform any other reasonable duties as requested.
• Coordinate with the respective kitchens to ensure guests’ orders are delivered.
• Inspect condition of furniture for tears, rips, and stains and report damages.
• Dust surfaces in assigned area, including furniture, fixtures, woodwork, pictures, phones, fire extinguisher boxes, exit signs, and air vents.
• Empty rubbish containers regularly and use them as designated.
• Clean floor surfaces using appropriate chemicals, supplies, and equipment, ensuring PPE is used and instructions are followed.
• Clean and maintain lights by wiping lamps, light fixtures, and light switches, checking for proper working condition, and reporting defects.
• 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.
• Set up, operate, and troubleshoot audio-visual (AV), projection, lighting, and conferencing equipment, devices, and systems.
• Clean tables by removing and separating tableware, plateware, glassware, and flatware.
• Monitor tableware to ensure it is presentable to guests, 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.
• 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.
• Record transactions in MICROS or similar system at the 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 designated cashier reports, resolve 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 maintain cleanliness of workstation.
• 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.
• Ensure order taking is accurate, clear, and personalized recommendations are made.
• Have a thorough knowledge of all menus offered to clearly articulate and describe items.
• Present a 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 whenever additional clarification is necessary, especially on allergens.
• 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.
• 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.
• Understand the escalation process and how to follow it in the event of a serious or urgent matter.
• 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.
• Comply with quality assurance expectations and standards.
• Report work-related accidents or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures.
• 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 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.
• Responsible for the safe keeping of all keys.
• Protect the privacy and security of guests and coworkers.
• Follow company and department policies and procedures.
• Report sickness or absence using correct procedure.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional, and in compliance with company policies.
• Maintain confidentiality of proprietary materials and information.
• Ensure that working hours comply with those minimally contracted, and any overtime is pre-authorized.
• Protect company tools, equipment, machines, or other assets.
• 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.

Requirements

• Uphold quality standards.
• Ensure uniform, personal appearance, and communications are professional.
• Meet hotel grooming and uniform standards.
• Follow manual handling procedures fully to minimize risk to self and colleagues.
• Follow appropriate procedures for serving alcohol.
• Follow property control audit standards and cash handling procedures.
• Follow security procedures when transporting bank.
• Ensure accuracy of contracted monies.
• Keep bank secure at all times.
• Follow all cash handling and credit policies/procedures.
• Follow company and department safety and security policies and procedures.
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures.
• 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.
• Report sickness or absence using correct procedure.
• Maintain confidentiality of proprietary materials and information.
• Ensure that working hours comply with those minimally contracted, and any overtime is pre-authorized.
• Protect company tools, equipment, machines, or other assets.
• 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.

Skills

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

Location

• Onsite

Work Type

• Full-time

Experience Level

• At least 1 year of related work experience

Education Level

• Higher Education, Diploma or equivalent

About the Company

• 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.

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.