About The Role

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 F&B 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 restocking supplies, the F&B
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. Doing all these things well (and other reasonable job duties as requested) is crucial for
F&B Service Experts – to get it right for our guests and our business each and every time.
Using the unique Luggage Room welcome, serve guests in a friendly manner, take drink/food orders and serve and clear
tables as required. Provide customers and guests with a clean menu and exquisite service appropriate to the 1920s
Mayfair prohibition era theme. Provide service of any beverages in the designated lobby area as per the needs of our
guest. Provide suggestions and knowledge on the cocktails and other items available on the current menu.

SCOPE / BUSINESS CONTEXT

A Full Time/Part Time position based at the London Marriott Grosvenor Square
Number of Direct Reports - 0
Titles of Direct Reports – 0

CANDIDATE PROFILE

Experience

Previous experience working within as a Hostess or similar environment preferred

Skills and Knowledge

Strong Communication skills (verbal, listening, writing)
Innovative
Pro-active and reliable
Able to work alone and within a team

Education or Certification

Good level of English essential

SPECIFIC DUTIES

The following are specific responsibilities and contributions critical to the successful performance of the position

To take orders, serve drinks to ensure that guests have a great experience in ‘The Luggage Room’ and “Lobby”.
To assist in serving food as required.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
To ensure that food and drinks are served in a consistent manner, in line with standard presentation, garnishes etc.
To maintain the highest level of cleanliness, including safety of furniture, fixtures and fittings. To ‘Clean as you go’
To ensure a clean and tidy work area, and to follow the routine bar cleaning schedule.
To ensure that the guests bill is accurate and on the table at all times
Assist other employees to ensure proper coverage and prompt guest service.
Speak to guests and co-workers using clear, appropriate and professional language.

Guest Relations

Address guests' service needs in a professional, positive, and timely manner.
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.
Thank guests with genuine appreciation and provide a fond farewell.
Actively listen and respond positively to guest questions, concerns, and requests using hotel specific process to resolve issues, delight, and build trust.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Assist other employees to ensure proper coverage and prompt guest service.
Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., 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).

General Food and Beverage Services

Maintain cleanliness of work and guest areas by clearing, practicing clean-as-you-go procedures and collecting and returning food and beverage items to proper area.
Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures with periodic deep cleaning as set out by a supervisor or manager.
Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen.
Set all tables according to type of event, space and service standards, including types of linens, glassware, plate/chinaware, and silver/flatware, ensuring all supplies meet quality standards.
Inspect the cleanliness and presentation all china, glass, and silver prior to use. Always maintain a high level of cleanliness, including coffee machines, beerline pipes and fridges.
Maintain a high standard of personal appearance and hygiene and meet hotel grooming and uniform standards. Trainers and jeans are not allowed on shift at any time.
Maintain healthy inter-departmental relationships with colleagues and managers.
Be empowered to deal with guest problems, through following the LEARN process, and to seek advice when unsure what to do. Communicate with direct line manager about any issues or situations.
Develop self and others, by responding to and giving feedback to other associates.
Always follow service excellence standards.
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. Follow manual handling procedures fully in order to minimise risk to self and colleagues, and never take on any loads that exceed these limits without adequate support and/or equipment.
Follow appropriate procedures for serving alcohol, follow local training & guidance.
Thank every guest upon departure, invite them to return, and wish them a fond farewell.
Retrieve and deliver food and beverage orders in a timely manner.
Perform any other reasonable duties as requested.
Coordinates with the respective kitchens to ensure guests’ orders are delivered.
Inspect condition of furniture for tears, rips, and stains and report damages to manager/supervisor.
Dust surfaces in assigned area, including furniture, fixtures, woodwork, pictures, phones, fire extinguisher boxes, exit signs, and air vents.
Empty rubbish containers regularly to avoid build-ups and use them as designated for their purpose, including those specifically for food wastage to assist with the hotel’s sustainability efforts.
Clean floor surfaces in designated spaces using appropriate chemicals, supplies, and equipment (e.g., mops, vacuums, wet vacuum, shampoo machine, stain remover). Ensure that PPE is used whenever necessary and instructions by product are always followed fully to maintain COSHH requirements. Do not use any chemicals or equipment that you have not received training for and seek further help from a supervisor or manager if necessary.
Clean and maintain lights by wiping lamps, light fixtures, and light switches, checking that they are in proper working condition, and reporting any defects in a timely manner.

Beverage/Coffee Cart

Inspect the cleanliness and presentation all china, glass, and silver prior to use.
Cash/Bank Handling
Record transaction in MICROS or similar system at time of order.
Process all payment methods in accordance with Accounting procedures and policies.
Follow property control audit standards and cash handling procedures (e.g., blind drops).
Count bank at end of shift, complete designated cashier reports, resolve any 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 always maintain cleanliness of workstation.

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.

Steps of Service

Ensure order taking is accurate, clear and personalized recommendations are made wherever possible to help guests make informed choices.
Have a thorough knowledge of all menus offered in order to clearly articulate and describe items during the order taking and suggestion making process.
Present a physical and accurate check and process payment, adhering to all cash handling and credit policies/procedures including added and received gratuities.
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 where no assumptions must be made and a definitive answer always provided, even if this involves checking with a supervisor or manager.
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.

Assists Management

Communicate with guests, other employees, or departments to ensure guest needs are met.

Communication

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, avoiding public areas of the property.
Understand the escalation process and how to follow it in the event of a serious or urgent matter arising, such as an allergic reaction or food poisoning complaint.

Working with Others

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.

Quality Assurance/Quality Improvement

Comply with quality assurance expectations and standards.

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.
Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
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.
Responsible for the safe keeping of all keys.

Policies and Procedures

Protect the privacy and security of guests and coworkers.
Follow company and department policies and procedures.
Report sickness or absence using correct procedure and in instances of food-borne illness or where cross-contamination risk exists, ensure that you are certified fit to return to work by a designated professional.
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Maintain confidentiality of proprietary materials and information.
Ensure that your working hours comply with those minimally contracted, and any overtime is pre-authorised by a manager or supervisor. Where legal restrictions apply, for example if permitted to work under a student visa, hours worked must strictly comply with this at all times otherwise disciplinary action will be taken.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
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.

Others

Performs other related tasks as assigned by management.
Complies with Marriott International Hotels Limited Regional Office policies and procedures.
Working hours as required to do your job but normally not less than 40 hours per week.
Be knowledgeable of all applicable SOP’s/ LSOP’s and ensure controls points are implemented and are effective as outline in Audit Requirements

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.