IHG (VIETNAM), LLC 3.7 ★

Outlet Operation
• Greet the guest promptly, courteously, graciously with eye contact, a smile and good posture.
• Set-up host/hostess stand, review guest reservations book, and make recommendations as to the setup of the room, maintain a station chart and cover count for the restaurant while recognizing the maximum workload capacity of each server in order to meet service standards.
• Handling guests without reservations or those waiting for others to join them.
• Seat the guest promptly at a table pre-set for the number in the party and according to guest preference.
• Presenting menus and explanations for all menu items.
• Present children's menus, when appropriate, and describe specials.
• Utilize a "Captain's Order" correctly for communicating with all food & beverage orders.
• Execute efficiently the sequence of service for Breakfast, Lunch and Dinner.
• Be knowledgeable on the menus, drink, wine list explanation and beverage service.
• Familiarize with the outlet and kitchen area as well as guest facilities.
• Service all needs for any private dining or private function.
• Service of food and beverage items in an unobtrusive and professional manner.
• Maintaining and keeping clean of all service area to the standard level.
• Answer telephones according to the standards and take guest reservations or provide information regarding hotel standard.
• Proper care and usage of telephone for out of sight communication.
• Monitoring guest history and inform the manager of a guest's special occasion, birthdays, anniversaries, dietary preferences and allergies.
• Provide quick and efficient service to all guests and up keeping Hotel standard.
• Well versed with all food and beverage and offerings and be able to confidently discuss with guest.
• Anticipate the needs of guests, respond accordingly to guest inquiries or problems, and recognize regular guests by name and utilize the guest's name consistently.
• Ascertain guest's satisfaction and handle any glitches which may arise, informing a manager of the situation and how it was resolved.
• Personally handle all guests' complaints to note exactly what happened and solution(s) in the glitch form and notify the Manager and Food & Beverage office.
• Addressing guest dissatisfaction immediately and inform the manager of the action taken and/or inform manager immediately of a guest concern so that remedial action can be taken.
• Having an effective communication stream among working colleagues.
• Completing all follow-up tasks on a timely basis.
• Actively involved in banqueting operational aspects and service i.e. group beach parties, weddings, private island picnics, etc...
• Participate in all inventories directly involved with the operation of the department.
• Constantly inspect and observe physical condition of facilities and equipment in the outlet and make recommendations for corrections and improvements as needed.
• Execute light administrative duties assigned keep track of faxes and any special events taking place in the restaurant.
• Assist in completion of administrative duties such as: keeping reservation book up to date; daily and monthly sales reports; attendance sheets up to date; proper filing of all documents; logbook
• Not to disclose any information about the restaurant/competition without prior approval from the Manager or the Food & Beverage office.
• Reporting of any accident immediately, no matter how minor, to a manager.
• Providing efficient and attentive assistance to any mishap in the restaurant.
• Properly and accurately close guest checks; process cash and credit card payments; properly settle voided checks or complimentary meals.