Food and Beverage Supervisor - Booking Office 1869 - St. Pancras London Autograph Collection

Ensure staff is working together as a team to ensure optimum service and that guest needs are met. Inspect grooming and attire of staff, and rectify any deficiencies. Complete opening and closing duties including setting up necessary supplies and tools, cleaning all equipment and areas, locking doors, etc. Inspect storage areas for organization, use of FIFO, and cleanliness. Complete scheduled inventories and stock and requisition necessary supplies. Monitor dining rooms for seating availability, service, safety, and well being of guests. Complete work orders for maintenance repairs. Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees; and serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards; and identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Read and visually verify information in a variety of formats (e.g., small print). Visually inspect tools, equipment, or machines (e.g., to identify defects). Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance. Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. Move through narrow, confined, or elevated spaces. Move up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested by Supervisors. Extraordinary Operations

• Every order taken, recommendation made, beverage
pairing suggested, reflects your knowledge, experience and your own reputation as an F&B professional.
• Every guest interaction should be personalised and special
• you can make this happen by taking ownership of each
guest interaction, listening for cues and following up on guest signals to deliver a memorable experience.
• There is no such thing as 'no' when it comes to a guest
request- do what you need to do to meet request (engage with other colleagues, departments, expertise) or at the very least, find alternatives to present back to the guest when all other options are exhausted.
• You are responsible for operating within Marriott
International's policies and procedures and ensuring that you sign off the relevant declarations should cash, key or card handling become a regular part of your role Extraordinary Services
• Deliver an extraordinary guest service - personalised, fun,
engaging, caring, and attentive.
• To be a reason for guest return due to your shining
personality, knowledge of regulars, conversion of first-time guests to be fans and strong & engaging floor presence.
• Deliver and support the hotel and brand's service standards
at every moment, including knowledge of the hotel, its history, the Navigator and the daily RWAY.
• Attend and actively participate in all required training
sessions including shift briefings, menu tasting etc. There will be regular knowledge tests to be sure your knowledge is where it needs to be in a five star environment.
• You are a role model for service and hospitality ensuring
every guest is satisfied and will talk about their experience for years to come. Extraordinary People
• Work as a strong and committed team member and
colleague, as well as proactively nurturing all relationships. Extraordinary Innovation
• Proactively contribute ideas and share creative solutions to
make St Pancras the best possible workplace and destination of choice for our guests.
• Proactively problem solve and seek to provide solutions
along with any identified issues - whilst you may not be able to fix everything, coming up with ideas that can help can also speed things up! Guest Relations
• Address guests' service needs in a professional,
positive, and timely manner.
• Assist other employees to ensure proper coverage and, prepared to provide specific recommendations for
guests.
• Build and use personal and professional resources to
offer unique recommendations.
• Communicate recommendations in a way that builds
excitement and interest among guests and associates Specific Duties
• To ensure the awareness of guest arrival details
• Proactively seek guest preferences and record them
• Greet guest upon arrival for introduction and rooming
• Respond to special requests from guests with unique
needs and follow up to ensure satisfaction
• Reading cues from each guest to determine the best
way to engage with them
• Open doors and assist guests/visitors entering and
leaving property
• Offer and facilitate our VIP Eurostar service to all
Chambers Suite paying guests
• Assist guests/visitors/ concierge in and out of vehicles,
including assisting guests with storing the bags
• Your friendly, authentic approach creates a unique and
personalized guest experience when the guest walks in the door.
• You are responsible for greeting and escorting guests
to rooms
• Opening doors and assisting guests/visitors entering
and leaving property with luggage
• Inform guests of property amenities, services, and hours
of operation, and local areas of interest and activities General Food and Beverage Services
• Report any employee, guest, and/or vendor incidents
and accidents to management and Loss Prevention at the time of the incident and/or accident.
• Maintain cleanliness of work areas throughout the day,
practicing clean-as-you-go procedures.
• Assist your and other departments when needed to
ensure optimum service to guests.
• Document any and all guest and employee
incidents/accidents for management follow up.
• Inspect storage areas for organization, use of FIFO, and
cleanliness and rectify any deficiencies.
• Notify management of maintenance repairs issues.
• Complete work orders for maintenance repairs and
submit to Engineering or contact Engineering directly for urgent repairs.
• Follow property key policies, including checking out
and returning keys to appropriate departments.
• Complete scheduled inventories (e.g., opening
inventory) of supplies, food, and liquor to check stock and requisition necessary supplies.
• Monitor dining rooms for seating availability, service,
safety, and well-being of guests.
• Communicate information to manager/supervisor by
documenting pertinent information in appropriate department logbook. Opening
• Complete opening duties including setting up necessary
supplies and tools, including bank, and ensuring work area is clean and everything is in working order. 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. Communication
• Speak to guests and co-workers using clear, appropriate
and professional language.
• Provide assistance to coworkers, ensuring they
understand their tasks.
• Talk with and listen to other employees to effectively
exchange information.
• Answer telephones using appropriate etiquette
including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Discuss work topics, activities, or problems with
coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Prepare and review written documents (e.g., daily logs,
business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness. Assists Management
• Serve as a departmental role model or mentor by
working alongside employees to perform technical or functional job duties.
• Assign and ensure work tasks are completed on time
and that they meet appropriate quality standards.
• Ensure that hourly employees are trained on company
core values, job roles, responsibilities, and technical and service aspects of the job.
• Ensure employee compliance with company standards
and policies and external regulations (e.g., safety, OSHA, department-specific procedures such as food standards).
• Encourage and motivate employees to perform their
best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
• Assist management to ensure that hourly employees
have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
• Assist management in establishing and communicating
goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
• Listen to hourly employees' suggestions for improving
how work is done and how guests are served, gaining management support as needed to act upon suggestions.
• Coordinate tasks and work with other departments to
ensure that the department runs efficiently.
• Collaborate with management to develop and carry-out
ideas and procedures, and set goals to continuously improve department performance around guest and employee satisfaction scores.
• Coach and develop employees (e.g., create
expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
• Collaborate with management to formally recognize
hourly employees' performance contributions.
• Serve as hourly employees' first point of contact as part
of the Guarantee of Fair Treatment/Open Door Policy process.
• Ensure staff is working together as a team to ensure
optimum service to guest. Working with Other
• Support all co-workers and treat them with dignity and
respect.
• Handle sensitive issues with employees and/or guests
with tact, respect, diplomacy, and confidentiality.
• 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.
• Actively listen to and consider the concerns of other
employees, responding appropriately and effectively. Policies and Procedures
• Follow company and department policies and
procedures.
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and
information.
• Ensure uniform, nametags, and personal appearance are
clean, hygienic, professional and in compliance with company policies and procedures.
• Protect company tools, equipment, machines, or other
assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by
Supervisors.
• Follow all company policies and procedures.
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.
• 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.
• Maintain awareness of undesirable persons on property
premises.
• Use proper equipment, wear appropriate personal
protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury. Your key measure for the role
• GuestVoice & TripAdvisor
• Food Safety Audit compliance
• Brand Standard Audit compliance
• 43 point checklist compliance
• Environmental health checks
You know you're doing a great job when
• You achieve a minimum of a P rating in your annual
performance review
• You are being recognised by guests for extraordinary
hospitality and product knowledge
• The overall hotel BSA, GSS, ESS and Trip Advisor goals
  
  The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today's traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative - in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.