Food and Beverage Supervisor - Booking Office 1869 - St. Pancras London Autograph Collection

POSITION SUMMARY

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.

Extraordinary Operations
• Every order taken, recommendation made, beverage
pairing suggested, reflects your knowledge, experience
and your own reputation as an F&B professional.

• Every guest interaction should be personalised and special
- you can make this happen by taking ownership of each
guest interaction, listening for cues and following up on
guest signals to deliver a memorable experience.

• There is no such thing as ‘no’ when it comes to a guest
request- do what you need to do to meet request (engage
with other colleagues, departments, expertise) or at the
very least, find alternatives to present back to the guest
when all other options are exhausted.

• You are responsible for operating within Marriott
International’s policies and procedures and ensuring that
you sign off the relevant declarations should cash, key or
card handling become a regular part of your role

Extraordinary Services
• Deliver an extraordinary guest service – personalised, fun,
engaging, caring, and attentive.

• To be a reason for guest return due to your shining
personality, knowledge of regulars, conversion of first-time
guests to be fans and strong & engaging floor presence.

• Deliver and support the hotel and brand’s service standards
at every moment, including knowledge of the hotel, its
history, the Navigator and the daily RWAY.

• Attend and actively participate in all required training
sessions including shift briefings, menu tasting etc. There
will be regular knowledge tests to be sure your knowledge
is where it needs to be in a five star environment.

• You are a role model for service and hospitality ensuring
every guest is satisfied and will talk about their experience
for years to come.

Extraordinary People

• Work as a strong and committed team member and

colleague, as well as proactively nurturing all relationships.

Extraordinary Innovation

• Proactively contribute ideas and share creative solutions to

make St Pancras the best possible workplace and

destination of choice for our guests.

• Proactively problem solve and seek to provide solutions

along with any identified issues - whilst you may not be able

to fix everything, coming up with ideas that can help can

also speed things up!

Guest Relations

• 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.

You’ll be expected to deliver on the
following

• Continually expand knowledge of local attractions,

popular culture, and consumer brands relevant for

guests.

• Stay up-to-date on the local area, including unique

attributes, happenings and offerings, so that you are

prepared to provide specific recommendations for

guests.

• Build and use personal and professional resources to

offer unique recommendations.

• Communicate recommendations in a way that builds

excitement and interest among guests and associates

Specific Duties

• To ensure the awareness of guest arrival details

• Proactively seek guest preferences and record them

• Greet guest upon arrival for introduction and rooming

• Respond to special requests from guests with unique

needs and follow up to ensure satisfaction

• Reading cues from each guest to determine the best

way to engage with them

• Open doors and assist guests/visitors entering and

leaving property

• Offer and facilitate our VIP Eurostar service to all

Chambers Suite paying guests

• Assist guests/visitors/ concierge in and out of vehicles,

including assisting guests with storing the bags

• Your friendly, authentic approach creates a unique and

personalized guest experience when the guest walks in

the door.

• You are responsible for greeting and escorting guests

to rooms

• Opening doors and assisting guests/visitors entering

and leaving property with luggage

• Inform guests of property amenities, services, and hours

of operation, and local areas of interest and activities

General Food and Beverage Services

• Report any employee, guest, and/or vendor incidents

and accidents to management and Loss Prevention at

the time of the incident and/or accident.

• Maintain cleanliness of work areas throughout the day,

practicing clean-as-you-go procedures.

• Assist your and other departments when needed to

ensure optimum service to guests.

• Document any and all guest and employee

incidents/accidents for management follow up.

• Inspect storage areas for organization, use of FIFO, and

cleanliness and rectify any deficiencies.

• Notify management of maintenance repairs issues.

• Complete work orders for maintenance repairs and

submit to Engineering or contact Engineering directly

for urgent repairs.

• Follow property key policies, including checking out

and returning keys to appropriate departments.

• Complete scheduled inventories (e.g., opening

inventory) of supplies, food, and liquor to check stock

and requisition necessary supplies.

• Monitor dining rooms for seating availability, service,

safety, and well-being of guests.

• Communicate information to manager/supervisor by

documenting pertinent information in appropriate

department logbook.

Opening

• Complete opening duties including setting up necessary

supplies and tools, including bank, and ensuring work

area is clean and everything is in working order.

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.

Communication

• 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.

Assists Management

• 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 and 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.

• Ensure staff is working together as a team to ensure

optimum service to guest.

Working with Other

• Support all co-workers and treat them with dignity and

respect.

• Handle sensitive issues with employees and/or guests

with tact, respect, diplomacy, and confidentiality.

• 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.

• Actively listen to and consider the concerns of other

employees, responding appropriately and effectively.

Policies and Procedures

• Follow company and department policies and

procedures.

• Protect the privacy and security of guests and coworkers.

• Maintain confidentiality of proprietary materials and

information.

• Ensure uniform, nametags, and personal appearance are

clean, hygienic, professional and in compliance with

company policies and procedures.

• 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 all company policies and procedures.

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.

• 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.

• Maintain awareness of undesirable persons on property

premises.

• Use proper equipment, wear appropriate personal

protective clothing (PPE), and employ correct lifting

procedures, as necessary, to avoid injury.

Your key measure for the role

• GuestVoice & TripAdvisor

• Food Safety Audit compliance

• Brand Standard Audit compliance

• 43 point checklist compliance

• Environmental health checks

You know you’re doing a great job

when

• You achieve a minimum of a P rating in your annual

performance review

• You are being recognised by guests for extraordinary

hospitality and product knowledge

• The overall hotel BSA, GSS, ESS and Trip Advisor goals

are being achieved.