Are you a Customer Service Super Star…. WE NEED BIG STARS LIKE YOU!!!
Come be a part of an AWARD-WINNING TEAM.
Our hotels are unique, and we are looking for outstanding talent to provide exceptional customer service to our team. Valencia Hotel Group is a collection of hotels that are created for today’s passionate traveler, each of our hotels are intentionally built to showcase modern design and classic character. We are looking for team members who are ready to be empowered to go above and beyond.
JOB SUMMARY
Provide warm service to guests anticipating guest needs. Proactively assist, serve and wait on tables for guests during breakfast, events, functions and/or meetings.
- Responsibilities
- Proactively approach the guest whenever possible; guests in queue are acknowledged
- Must be extremely well-spoken/eloquent, avoid slang and phrase-fragments
- Must be polite and maintain a gracious tone and appropriate pace throughout the interaction
- Smile and maintain an engaging expression
- Make eye contact and keep focus on the guest
- Exhibit a genuine sense of interest and concern for guest's satisfaction
- Exhibits the ability to anticipate needs, not always requiring prompting by guest
- Channels of communication among staff are consistent and complete – guest does not have to repeat requests at any time
- Must be clean, professional and extremely well groomed at all times
- Maintain alert posture, with no hands in pockets or folded arms
- Water Trough server does not smoke, drink or eat in the guest’s view
- Water Trough server has a discreet demeanor, attentive but not hovering or appearing to rush the guest at any time
- Does not decline any request without offering appropriate alternatives
- The Water Trough server can helpfully discuss details of menu items and beverages, including basic ingredients and preparation methods (e.g. baked)
- Must have knowledge of distilled spirits and pouring standards.
- Ensure daily checklists are completed following appropriate procedures
- Participate in ongoing training
- Learn POS system Tabit to process charges according to procedures
- Learn ALICE system to process internal and external guest requests in a timely manner
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BASICS
- Display courteous behavior with guests and team members
- Maintain cleanliness and organization in all work areas
- Report any unsafe conditions immediately
- Attend all required meetings and training
- Ensure hotel equipment is in proper working condition
- Perform any additional duties assigned by the supervisor
Physical Requirements
- Standing/Walking: Constantly. Various surfaces including carpet, tile, and rubber mats.
- Crouching (bend at knees): Occasionally. Lift trays, glass racks, clean, stock shelves.
- Kneeling/crawling: Occasionally. Clean or pick up debris.
- Stooping (Bend at waist): Frequently. Load carts and trays while serving food and beverages; expediting.
- Twisting (knees, waist, neck): Constantly. Serve guests, monitor banquet room activity, maneuver through crowds and staff
- Balancing: Constantly. Carry trays, glassware, and beverage container.
- Reaching (Overhead/extension): Frequently. Stock supplies, carry trays. Serve at arm’s length extension, set-up banquet tables.
- Handling/Grasping: Frequently. Serve food, set up banquet tables. Use telephone.
- Fingering/feeling: Frequently. Write, use adding machine garnish and fill plates, fold napkins, set table with silverware. Handle hot plates/pans
- Pushing/Pulling: Frequently. Push warmers, carts, tables, glass and china carts. Average weight: 10 lbs. force. Maximum weight: 20 lbs. force
- Lifting/Carrying: Frequently. Set-up tables, food trays, ice buckets. Average weight: 25 lbs. Maximum weight: 40 lbs.
Working Environment
- Exterior of hotel with exposure to weather conditions
- Exposure to various hazardous chemicals
- Exposure to food items and beverages.
