Role Overview

 Makes sure that the guests feel always at ease and find everything to their taste;

 Provides guests with a friendly, competent and top quality service ensuring maximum guest satisfaction in a manner consistent with house standards;

 To be honest and reliable;

 Co-operates with the rest of the team for a smooth operation;

 Has a good knowledge of the food and beverages served in the restaurant / bar;

 Serves food and beverages to guests according to the sequence of service learnt during training;

 Performs various incidental duties to increase guest’s enjoyment and facilitate a smooth overall operation of the dining room;

 Greets the guest with a warm smile and by name if possible;

 Maintains an efficient workflow by adhering to the Sequence of Service and all time frames and standards detailed in relevant SOPs in the F&B standards manual;

 Should be flexible and ready to work any shift given as per the requirement of the Outlet and Business Needs.

MAIN DUTIES

 To understand and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety;

 To report for duty punctually, wearing the correct uniform and name tag at all times;

 To attend and contribute to all staff meetings, Departmental and Hotel trainings scheduled and other related activities;

 To respond to any changes in the restaurant function as instructed by the hotel;

 To project at all times a positive and motivated attitude and exercise self-control;

 To work split shifts as and when required;

 To be available to be cross trained in any other department of the hotel;

 Identify and anticipate guest needs and expectations correctly, including those with special needs, and provide appropriate products, services or information;

 Meet all needs and requests of guests within acceptable enterprise timeframes;

 Identify and take all opportunities to enhance the quality of service;

 Recognize guests dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and Alila Jabal Akhdar guest feedback / complaint procedures SOP;

 Offer assistance to colleagues when required, to ensure designated work goals are met;

 Demonstrate trust, support and respect towards team members in day-to-day work activities;

 Conduct communication with guests and colleagues in a polite, professional and friendly manner;

 Practice high standards of personal presentation in accordance with Alila Jabal Akhdar grooming & presentation standards;

 Seek assistance from other team members, supervisors and managers when required;

 Provide the perfect service experience for every guest. Ensure that Guest feels important and welcome in the restaurant;

 Always follow the hygiene standard, anti COVID-19 measures and policies;

 All team members (male/female) must be able to carry tray for food and beverage, including clearance.

OPERATIONAL DUTIES

 Awareness and sensitivity to the concept of luxury and quality.

 Address special guest preferences recorded in guest history profiles.

 Ensure Hostess Team provide quality service to the guests by responding to requests promptly, efficiently and courteously during and throughout the guest’s experience.

 Identify and anticipate customer needs and expectations correctly, including those with special needs, and provide appropriate products, services or information.

 Identify and take all opportunities to enhance the quality of service.

 Ensures hostess desk/door is manned at all times so that all customers receive a friendly & prompt welcome.

 Schedule dining reservations and arranges parties or special services for customers according to the restaurant reservations SOP.

 Knowledgeable of all in-house services as well as local information and be able to assist guests when questioned.

 Has a working knowledge of the dining room layout, table numbers, stations and colleagues working during each shift.

 Thorough knowledge of the menu to answer any questions the guests may have and should inform guests of any specials at time of seating.

 Immediately shares guest name to relevant service staff directly after seating.

 Responsible for the collection and input of any relevant guest history in profile.

 To be entirely flexible and adapt to rotate within the different sub departments of the Food & Beverage Division or any other Department of the hotel as assigned;

 To perform all duties and tasks when rotated or assigned to another Department as per Master Task List for that Department;

 To ensure that the Place of Work and surrounding area is kept clean, disinfected and organized at all times;

 To monitor operating supplies and reduce spoilage and wastage;

 Answers telephone within 3 rings using the Alila Jabal Akhdar standard script;

 Review the notice board and outlet briefing sheets on a daily basis to be well informed of Alila Jabal Akhdar events, arrivals, information, sold-out items, daily specials and any other information that may be relevant to the job;

 Ensures that all menus, beverage lists and dock presenters are clean and in top condition in the restaurant area;

 To handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests;

 Suggest to manager or supervisor any training needed to enhance performance;

 Perform side duties including folding napkins, rolling silverware, cleaning trays, restocking shelves, filling ice bins, cleaning and breaking down service area, using cleaning compounds, and other duties as required;

 Report any possible theft or misuse of the property immediately to a member of management;

 Carry out any other reasonable duties as assigned by the Outlet Supervisor, Outlet Manager, F&B Manager, Chef de Cuisine or Senior Management;

 Actively collecting and sharing any guests preferences regarding their stay and their dining experiences;

 To handle guest allergies in professional and courteous manner with immediate reporting to F&B Manager, Chef De Cuisine and Chef and Beverage Director.

Primary Location

OM-Ad Dakhiliyah-Nizwa

Organization

Alila Jabal Akhdar

Job Level

Hourly/Entry Level Employee

Job

Food and Beverage