Specific Duties
To maintain complete knowledge of:
JW Marriott Brand Standards
dining room layout, table/seat/station numbers, proper table set-ups, room capacity, hours of operation, price range and dress code
all liquor brands, coffees, juices, cocktails, beers and non-alcoholic beverages as well as assigned glassware and garnishes
particular characteristics and descriptions of every champagne/wine by the glass and wine list. Good knowledge of the signature beverages.
all menu items, preparation method/time, ingredients, sauces, portion sizes, garnishes, presentation and prices; daily menu specials, gourmet/ deli shop items and unavailable items. Able to work with cheese, liqueur and flambé trolleys.
operating the Micros POS and all Micros related policies and procedures
correct maintenance and use of equipment, to use equipment only as intended
all hotel services/features and local attractions/activities to accurately respond to guest inquiries
daily arrivals/departures, VIP’s, scheduled in-house group activities, locations and times
all departmental and divisional policies and procedures
Train, maintain and enforce all Marriott service standards using use records, menus and appropriate reference materials
To manage service delivery in outlet to ensure guest receives proper service from point of entry to departure
To ensure all team members adhere to Pinot Brasserie/ Marriott grooming standards and English basic skills
To ensure food and beverage is served according to the sequence of service and brand standards; to ensure all staff are trained, tested and comply with them.
To ensure guest food and beverage orders are taken utilizing up-selling techniques and are properly processed through computerized or manual systems
To engage with guests and ensure feedback on and satisfaction with restaurant experience during their meal
To assign work and side duties to staff in accordance with departmental procedures. To communicate additions or changes to the duties when they come up. To identify situations, which compromise the department’s standard and delegate these tasks
To monitor the preparation of station assignments, ensuring compliance to departmental standards
To ensure opening, side, closing and cleaning duties are fulfilled as defined by the respective checklists
To review the reservation book, pre-assign designated tables and to follow up on all special requests
To ensure that specified amount of menus and wine lists are available and in good condition for each meal period. To ensure that daily specials are inserted into each menu
To monitor and assist host/ess in greeting and escorting guests to their tables according to departmental procedures. To ensure that tables are set to best service the guests
To anticipate guest’s needs, respond promptly and acknowledge all guests, however busy and whatever time of day. To promote positive guest relations at all times
To monitor and handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction; to go above and beyond to resolve any guest opportunity to the satisfaction of the guest
To empower the outlet team to provide excellent customer service; to ensure team is aware of financial freedom to pacify/satisfy the guest
Team Champion for passport to success, knowledgeable about the program and provides associates with necessary training.
To check the status of all orders and ensure that they are delivered within designated timelines
To monitor and ensure that all tables are cleared and reset according to department procedures
To assist restaurant staff with their job functions to ensure optimum service to guests; to relieve host/ess if and when necessary; to expedite on floor or in kitchen as business demands
To answer outlet telephone within 3 rings, using correct verbiage and telephone etiquette following Marriott standards
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