Steward​/Dishwasher, Kitchen

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Hilton Miami Blue Lagoon

SECTION ONE: MCR Universal Role Standards

Executive Summary CLEANLINESS and FRIENDLINESS!

Hilton Miami Blue Lagoon

SECTION ONE: MCR Universal Role Standards

Executive Summary CLEANLINESS and FRIENDLINESS!

The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests.

AREAS OF EXCELLENCE

• Happy Guests
• Spotless Cleanliness
• Product Consistency & Quality
• Teamwork

Duties and Expectations

• Happy Guests
• Guest Relations:
  Greet guests happily upon arrival and throughout their stay with a smile.
• Name Use:
  Use the guests’ names whenever possible, ensuring they feel properly welcomed.
• Guest Satisfaction: all Team Members work together to contribute to great guest satisfaction scores.
• Recovery:
  Ability to handle challenging guest situations with hospitality and a sense of urgency.
• Hotel Knowledge:
  Strong knowledge of all features of the hotel facility and amenities.
• Events:
  Awareness and support for all groups and events at the hotel.
• Technology:
  Understanding of relevant technology for each role.
• Phone Etiquette:
  Answer all incoming calls with friendly service using the approved greeting.
• Spotless Cleanliness
• Sparkling Clean Work spaces:
  All areas, both front and back of the house, should be kept clean and well-organized.
• Pitching In:
  Cleanliness is a team effort! Everyone may expect to pitch in to clean guest rooms and public spaces as needed, to ensure the hotel is well-organized and safe.
• Hospitality While Cleaning: always greet every guest happily with a smile, by name if possible, while cleaning.
• Product Consistency & Quality
• Checklists to 100% Accuracy:
  All operational checklists are completed accurately and at the designated times, every shift.
• Shift Handover Reports:
  Handover reports must be accurate and on time, for effective shift-to-shift communication.
• Flawless Uniform:
  All Team Members must wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times.
• Teamwork
• Communication:
  Communication between Team Members should be clear, honest, and professional.
• Can Do Attitude:
  Willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.
• Collaboration:
  
  All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace.

SECTION TWO:
Role Specific Duties and Expectations

The Steward/Dishwasher is responsible for cleaning dishes in a food service environment to ensure that the kitchen has a steady supply of clean plates, bowls, silverware, pots, pans and glasses.

Responsibilities

• Prioritizing loads of different types of crockery and kitchenware.
• Hand-washing dishes that may not fit in the dishwasher.
• Loading & unloading the dishwasher.
• Placing dishes to dry.
• Sorting & putting away clean dishes and cutlery.
• Prep work.
• Taking garbage and trash to dumpster area.
• Some bussing of tables may be required.
• Washing work areas, refrigerators, cooking equipment, walls, and floors.
• Assembling, maintaining, and breaking down the dish machine.

SECTION THREE:
Success Metrics

Happy Guests

• Management Performance Ratings
• Guest Satisfaction Scores/Intent to Return

Spotless Cleanliness

• GM/AGM Spot Checks
• Leadership Walk-throughs (RVP, etc.)
liGuest Ratings/Reviews

Product Consistency & Quality

• Checklist Tracking
• Management Performance Ratings
• Guest Ratings

Teamwork

• Management Performance Rating

SECTION FOUR:
Qualifications & Requirements

• Work Experience:
  
  Experience in a hospitality, service, consumer-facing franchise or related field preferred.
• Must have a positive attitude and willingness to learn.
• Ability to follow instructions, assigned tasks, and meet deadlines.
• Always provide friendly service with a smile to guests.
• Flexible schedule with availability days, nights, holidays, and weekend based on the demands of the hotel.
• Must arrive and clock in on time for every shift worked and clock out at the scheduled shift ending time, unless otherwise directed by your immediate…