F&B Service Expert (Man Ho)

POSITION SUMMARY

Our jobs aren’t just about putting food on the table or serving guests during a banquet or event. Instead, we want to build an experience that is memorable and unique – with food and drinks on the side. Our F&B Service Experts is skilled in a wide range of event functions and able to take the initiative and deliver a wide range of services to make sure that guests’ experience is well taken care of from start to finish. Whether setting tables and event materials communicating with the kitchen, interacting and serving guests, or cleaning work areas and 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 critical for F&B Service Experts – to get it right for our guests and our business each time.

CRITICAL TASKS:

General

• Welcome and acknowledge each 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.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (GUEST and LEARN models) to resolve issues, delight, and build trust.
• Address guests' service needs in a professional, positive, and timely manner.
• Interact & engage with guests in conversation regarding their stay, property services, and area attractions/offerings.
• Assist other colleagues to ensure proper coverage and prompt guest service.
• Thank guests with genuine appreciation and provide a fond farewell.

General Food and Beverage Services

• Maintain cleanliness of work and guest areas by clearing, collecting and returning food and beverage items to proper area, practicing clean-as-you-go procedures. 
• Communicate additional meal requirements, allergies, dietary needs, and special requests with the respective kitchens, and ensure guests’ orders are delivered.
• Set tables according to type of event and service standards, including types of linens, glassware, plate/chinaware, and silver/flatware, ensuring all supplies meet quality standards.
• Pick-up trays and clean tables as needed to ensure a clean dining area.
• Follow appropriate procedures for serving alcohol, follow local Training & Guidance process, and all states & local laws for serving alcohol responsibly (e.g., last call times)
• Retrieve and deliver food and beverage orders in a timely manner.
• Perform other reasonable duties as requested.
• Requisition all necessary supplies, specifically bottle-for-bottle liquor restock, transporting supplies from storeroom to bar set-up area as required.
• Greets and receives guests, checking of reservation and table management system as to the assigned table and seats guest as per Sequence of service while explaining special restaurant features
• Introducing menus and making recommendations depending on meal period and briefing instructions 
• Taking orders by following outlet specific Sequence of Service and applying upselling techniques 
• Processing orders in the outlets’ POS system, following the standard procedure 
• Have sound knowledge of outlets food and beverage menus and daily specials and can clearly explain these to the outlet's patrons. 
• Prepares beverages as per section assignment and adheres to service standards by meal period and type of service 
• Oversee, guide and work closely with trainees and casuals working in the same outlet 

Cash/Bank Handling

• Count bank at end of shift, complete designated cashier reports, resolve any discrepancies, drop off receipts, and secure bank.
• Follow property control audit standards and cash handling procedures (e.g., blind drops).
• Transport bank to/from assigned workstation, following security procedures.
• Obtain assigned bank and ensure accuracy of contracted monies, obtaining change required for expected business level, and always keeping bank secure.
• Process all payment methods in accordance with accounting procedures and policies.
• Use department POS as per establishes SOP, able to open and close checks, make posting according to BEO’s and consumption.
• Cash/Bank Handling in accordance with established cashiering procedures   
• Record transaction in POS (MICROS or similar system) at time of order.

Opening & Closing

• Complete opening and closing duties in the assigned department, 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 and unlocking doors, and completing daily cleaning checklist.
• Closing Alcohol inventory to be done and reported in daily reports.
• Complete scheduled inventories (e.g., opening inventory) of supplies, food, and liquor to check stock and requisition necessary supplies.
• Retrieve keys from Security department and open up the department, unlock doors, turn on lights, AC’s and perform other opening duties for the Events Service Department.

Steps of Service

• Answer questions on menu selections, and check with kitchen staff whenever additional clarification is necessary.
• Communicate with the kitchen regarding the length of wait for food items, recook orders, and product availability.
• Check in with guests to ensure satisfaction with each food course and/or beverages.
• Present physical and accurate check and process payment, adhering to all cash handling and credit policies/procedures including added and received gratuity.
• Monitor and maintain the cleanliness of assigned tables and work areas including ensuring courses are cleared according to department standards and tables are properly crumbed when appropriate.
• Welcome and farewell guests as per Sequence of Service by event.

In-Room Dining/Room Service

• Take room service orders over the phone, answering any questions regarding the menu, inputting order into appropriate system, up-selling, following method of payment policies, reading back the order to confirm its accuracy, and providing expected delivery time.
• Place and log call back for room service order within appropriate time frame to ensure guest satisfaction.
• Notify guests and management of delays in service delivery and record any issues or complaints via GXP system.
• Deliver VIP amenities and F&B orders to guest rooms and suites as per sequence of service and standard. 
• Collect, clear and remove trays and trolleys from corridors and guest rooms.

Communication

• Speak to guests and colleagues using clear, appropriate and professional language.
• Communicate with guests, other employees, or departments to ensure guest needs are met.
• Talk with and listen to other employees to effectively exchange information.
• Provide assistance to co-workers, ensuring they understand their tasks.

• Discuss work topics, activities, or problems with colleagues, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Answer outlet telephones following respective standards when needed
• Fill in for Hostess when required 
• Be confident to connect with Event Management Team to discuss important points of the event, obtain BEO Change logs, etc.
• Communicate with service supervisor and or chef in charge when any requests are being address to oneself

Working with Others

• Support all colleagues 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 Brand standards.
• Ensure all Brand standards for Restaurant and Private dinning are followed as per the guidelines.

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 and tools, 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.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Follow company and department policies and procedures.
• 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.
• 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 the requirements and tasks as defined in APEC 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.
• Comply with quality assurance expectations and standards.

CRITICAL COMPETENCIES

PREFERRED QUALIFICATIONS

• Education: Higher Education, Diploma or equivalent
• Related Work Experience: At least 1 year of related work experience
• Supervisory Experience: No supervisory experience is required

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.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, 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.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, 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.