Server, Restaurant

Overview

Hilton Garden Inn Warwick — 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.

The Server is responsible for providing prompt, friendly, & accurate food service to our guests. This person will take food and beverage orders, serve food items to guests, and complete payment for guest orders.

Responsibilities

• Friendly Greeting:
  Greet guests and give a clear and correct description of food and beverage options.
• Quick Delivery:
  Deliver hot to order items from kitchen to tables.
• POS
  
  Skills:
  
  Input orders into computer and secure accurate payment.
• Barista:
  Prepare coffee as well as other specialized drinks.
• Table Manicure:
  Clear, clean, and reset tables for dining as needed.
• Guest Service:
  Observe diners and respond to requests.
• Side work:
  Complete daily inventory prep sheet and other side work allowable by labor rules.
• Menu Knowledge:
  Knowledge and familiarity of current food and beverage offerings.
• Seating:
  Escort guests to tables as needed.
• Food Safety:
  Ensure compliance with food safety and handling policies and procedures, i.e., product rotation, dating, labeling, and cleaning.
• Cleanliness:
  Assist in maintaining the cleanliness of the restaurant and surrounding areas.
• General Hotel Knowledge:
  Demonstrate knowledge of hours and available amenities of the hotel.

Happy Guests

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

Spotless Cleanliness

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

Product Consistency & Quality

• Checklist Tracking
• Management Performance Ratings
• Guest Ratings

Teamwork

• Management Performance Ratings

• 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…