POSITION SUMMARY
Our jobs aren’t just about putting food on the table that our guests will enjoy until they ask for their bill. Instead, we want to build an experience that is memorable and unique – with food and drinks on the side. Our Guest Service Experts take the initiative and deliver a wide range of services to make sure that guests enjoy their meal. Whether setting tables, communicating with the kitchen, interacting and serving guests, or cleaning work areas and supplies, the Guest Service Expert makes transactions feel like part of the experience.
No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Service Experts will be on their feet and moving around (stand, sit, or walk for an extended time; moving over sloping, uneven, or slippery surfaces), managing the menu (read and visually verify information), and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance and 50 pounds with assistance; reach overhead and below the knees, including bending, twisting, pulling, and stooping). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Service Experts – to get it right for our guests and our business each and every time.
PREFERRED QUALIFICATIONS
Education: High school diploma or. equivalent.
Related Work Experience: Less than 1 year related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None
GUEST RELATIONS
1. Address guests' service needs in a professional, positive, and timely manner.
2. Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
3. 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.
4. Thank guests with genuine appreciation and provide a fond farewell.
5. Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
6. Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
7. Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
8. Assist other employees to ensure proper coverage and prompt guest service.
COMMUNICATION
9. Speak to guests and co-workers using clear, appropriate and professional language.
10. Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
GENERAL FOOD AND BEVERAGE SERVICES
11. Maintain cleanliness of work and guest areas by clearing, collecting and returning food and beverage items to proper area.
12. Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
13. Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen.
14. Set tables according to type of event and service standards, including types of linens, glassware, plate/chinaware, and silver/flatware, ensuring all supplies meet quality standards.
15. Pick-up trays and clean tables as needed to ensure a clean dining area.
16. Follow appropriate procedures for serving alcohol (., TIPs (Training for Intervention Procedures), CARE (Control Alcohol Risks Effectively)).
17. Thank every guest upon departure, invite them to return, and wish them a fond farewell.
18. Retrieve and deliver food and beverage orders in a timely manner.
19. Perform other reasonable duties as requested.
ASSISTS MANAGEMENT
20. Communicate with guests, other employees, or departments to ensure guest needs are met.
CLOSING
21. 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.
Beverage/Coffee Cart
22. Inspect the cleanliness and presentation all china, glass, and silver prior to use.
Cash/Bank Handling
23. Record transaction in MICROS system at time of order.
24. Process all payment methods in accordance with Accounting procedures and policies.
25. Follow property control audit standards and cash handling procedures (., blind drops).
26. Count bank at end of shift, complete designated cashier reports, resolve any discrepancies, drop off receipts, and secure bank.
27. Obtain assigned bank and ensure accuracy of contracted monies, obtaining change required for expected business level, and keeping bank secure at all times.
28. Transport bank to/from assigned workstation, following security procedures.
29. Set up and organize cashier workstation with designated supplies, forms, and resource materials; and maintain cleanliness of workstation at all times.
Steps of Service
30. Present physical and accurate check and process payment, adhering to all cash handling and credit
policies/procedures including added and received gratuity.
31. Check in with guests to ensure satisfaction with each food course and/or beverages.
32. Answer questions on menu selections, and check with kitchen staff whenever additional clarification is necessary.
33. Communicate with the kitchen regarding the length of wait for food items, recook orders, and product availability.
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.