Guest Service Associate

General Responsibilities

• Greets and assist in seating the guests.
• Answer all telephone calls within 3 rings.
• Responds to calls with a smile using the standard phraseology.
• Offers reading material to single diners during lunch and dinner.
• Ensure to acknowledge a written handover from the previous shift.
• Follows immaculate grooming standards in line with the resort’s grooming policy.
• Escorts the guest to their table and in case the restaurant hostess is assisting other guests.
• Should be well versed of the departmental BRISOP (Brand Rosetta Integrated Standard Operating Protocols)
  

Specific Responsibilities

• Prepares for service by ensuring:
  

✓ Restaurant/Bar is set-up 15 minutes before the time of opening.
✓ Operational equipment is clean are stacked properly.✓ Glassware, flatware is polished, chinaware is clean.✓ Side stations are well prepared for service.✓ The buffet is well presented and ready with service cutleries before time.✓ Tables are set as per the reservations and special occasions if any.✓ Music & Lighting is on, Outlet is ready for service and guest comfort.

• Carries out effective service by ensuring:
  

✓ Guests are greeted and seated, daily specials are explained and upsold.
✓ Food orders are processed accurately.✓ Food orders are taken following the principle of suggestive/up-selling.✓ Payment methods are handled accurately.✓ Bar and other working areas are cleaned and re-set quickly.✓ Guests are conversed with relates to the food and beverage orders.

• Carries out effective beverage service by ensuring:
  

✓ Beverages are upsold and regularly replenished, abiding by responsible alcohol service regulations.
✓ Converse with guests about wine, advising the types and styles of wine, taking wine orders and serving wine.✓ Coffee and tea are served hot and following BRISOP.

• Maintain detailed knowledge of the food and beverage menus, including daily specials.
• Possesses good product knowledge including types of rooms, resorts facilities, restaurant operational hours, special functions and events held at the resort.
• Assist in offering buffet orientation to the guests visiting the restaurant for the first time.
• Assist in serving food and beverage items, clearing dirty dishes, replenishing silverware, refilling glasses, completing financial transactions, etc.
• Attends and participates in daily briefings and other departmental meetings as per schedule.
• Attends and participates in training sessions as per the departmental training scheduled.
• Communicates operational difficulties, positive, constructive guest feedback and other relevant information with the Manager.
• Assist Kitchen Stewarding and Finance in carrying out the scheduled inventories of operating equipment for the Outlet.
• Print closing report and drop the cash with the front office/accounts department.
• Tally the Credit Card settlements for the day with the batch closing report from the EDC machine.
• Close the shift on the POS terminal (cash closing).
• Should be aware of the financial budget and goals of the department.
• Responsible for maintenance and cleanliness of the Bar and Beverage trolley.
• Responsible for achieving a score of 90% in Guest Satisfaction Index audit for the restaurant/bar/banquet operations and follows the plan of action on the shortcomings shared by the management.
• Carry out any reasonable duties as instructed by the Restaurant/Bar/Banquet Manager.