Executive Lounge Associate

5 days ago

Doha, Baladīyat ad Dawḩah, Qatar Rosewood Doha Full time

Job Summary

Reporting to the Manor Club Team Leader, the Manor Club/Apartment Lounge Attendant is responsible for all aspects of guest service in the daily operation of the Manor Club/Apartment Lounge, always ensuring the highest levels of guest satisfaction.

Essential Duties and Responsibilities

  1. Learn all menus, including cocktail menus, wine lists, and daily specials from the assigned Lounge for all meal periods. Have a thorough knowledge and understanding of all food and beverage items on the menu with the ability to recommend food and beverage combinations and upsell alternatives.
  2. Verify that menus are well maintained.
  3. Ensure that minimum brand standards have been implemented.
  4. Ensure that all the Food and Beverage Essentials are implemented.
  5. Respond to the results of the consumer audit and ensure that the relevant changes are implemented.
  6. Work closely with other Outlet associates in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
  7. Work in a supportive and flexible manner with other departments, in the spirit of "We work through Teams".
  8. Maintain par stocks of all equipment and guest supplies as required.
  9. Seat, take orders, and serve food and beverage to guests according to the established sequence and procedures.
  10. Present menu, answer enquiries, and make suggestions regarding food, beverage, and service to restaurant guests.
  11. Clear and reset counters or tables at the conclusion of each course.
  12. Be fully conversant with all aspects of the Micros System.
  13. Compute bills and accept payments.
  14. Perform the function of cashier as required.
  15. Verify cash received ensuring only genuine money has been collected.
  16. Verify all credit cards presented by guests for validity.
  17. Strictly adhere to all policies and procedures issued by Finance regarding cashiering and cash handling.
  18. Ensure the delivery of brand promise and always provide exceptional guest service.
  19. Provide excellent service to associates in other departments as appropriate.
  20. Handle all guest and associate complaints and inquiries in a courteous and efficient manner, following through to ensure problems are resolved satisfactorily.
  21. Maintain positive guest and associate interactions with good working relationships.
  22. Establish rapport with guests maintaining good customer relationships.
  23. Attend on-time training sessions and meetings as required such as LQA, FORBES, Sequence of service trainings, etc.
  24. Ensure effective, prompt, and intuitive service by performing in accordance with LQA, FORBES, and brand standards.
  25. Ensure the Manor Club and Apartment Lounge always appears clean, restful, orderly, and dignified.

Standard Responsibilities

  1. Comply and adhere to the Rosewood company policies.
  2. Take on other tasks in addition to the ones stated, in a reasonable framework.
  3. Be a "brand ambassador" at all times and ensure brand integrity and clarity are always maintained.
  4. Model the company's culture, vision, mission, and core values at all times.
  5. Ensure the highest standards of personal presentation and grooming.
  6. Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
  7. Help guests in every way possible from a simple question to an unusual request, as long as it is ethical, legal, and moral.
  8. Memorize all the habits/dietary/preferences of the Club/Lounge guests and inform the Team Leader to update the guest's profile.
  9. Proactively make recommendations to guests for food and upsell beverage items.
  10. Establish a professional rapport with guests maintaining good customer relationships.

Confidentiality

While working for the company, there will be access to a wide variety of confidential information concerning the company, guests, and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and employees unless otherwise stated.

Health & Safety

  1. Be aware of and comply with safe working practices as laid down under the Health and Safety rules, regulations, and procedures applicable to your place of work. This will include your awareness of any specific hazards at your workplace.
  2. The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.
  3. Report any defects in the building, plant, or equipment according to hotel procedure.
  4. Ensure that any accidents to Associates, guests, or visitors are reported immediately in accordance with correct procedures.
  5. Attend Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.
  6. Be fully conversant with:
  • Regulations
  • Risk Assessments for your department
  • Hotel Fire & Bomb Procedures

Other

  1. The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.
  2. As the hotel's level of business varies considerably, there is a need for flexibility in attitude, approach, and working hours.
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