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Runner

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Job Purpose

The Runner serves food and beverages to guests; ensures cleanliness and presentable overall appearance of the pass/bar by clearing and cleaning  counters before and after use; cleaning of surrounding areas.

Relationships

1. Reports functionally to the Captain/Senior Runner, Supervisor and Assistant Restaurant Manager.
2. Communicates and cooperates with team members and supervisors.

Duties and Responsibilities

1. Ensures proper presentation of the dishes before leaving the pass.
2. Delivers food and beverages to guests in accordance with pre-defined outlet servicing standards.
3. Pours beverages and re-fills and replenishes glasses on an immediate basis.
4. Assists in clearing dishes and glasses from tables or counters; cleaning surfaces according to standards; disposal of associated waste.
5. Assists in preparing counters for meals and setting up tables; polishing crockery, cutlery, and glassware; ensure cleanliness is up to standard.
6. Assists cooks, servers, dishwashers, and baristas in performing small tasks as needed.
7. Ensuring that sufficient supplies are available for each shift, such as coffee, tea, sugar, condiments, tissue, etc; prepares the mise en place.
8. Brews coffee and prepares hot and cold drinks as required and according to outlet standards.
9. Assists with bread and dipping for the servers during rush periods.
10. Participates in required trainings.
11. Coordinates with the Senior Runner and picks up items/supplies from the store.
12. Assists the casual staffing by ensuring that back area is tidy after service.
13. Assists the casual staffing with polishing glassware, chinaware, and cutlery.
14. Prepares the mise en place for service (cutting lemons/limes/chilis, refilling saucer bowls, chilly flakes, coffee beans, olive oil, etc.)
15. Follows up on opening/closing duties.
16. Restocks the fridges.
17. Room service orders and room service menu knowledge.
18. Pending order knowledge and communication between the kitchen and waiting staff.

Ideal Education and Experience

• Experience in Hospitality, F&B or Customer Service is beneficial
• Excellent hygiene standards, and basic knowledge of sanitation requirements and food handling standards
• Excellent command of English language

Ideal Skills and Attributes

• Quick, efficient, and meticulous
• Team player and works well with different people
• Outgoing and customer-oriented
• A warm personality, attentive, and smartly presentable

Work Conditions and Physical Demands

• The physical environment requires the employee to work both inside and outside in heat/cold, wet/humid, and dry/arid conditions
• Employee must be able to stand and walk throughout an entire shift

Bartender (Female)

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Job Purpose

The Bartender provides bar services in the restaurant and bar/lounge of our outlets; takes drink orders, serves beverages, develops drinks and ensures that all areas are constantly sanitized.

Duties and Responsibilities

1. Advises on beverage choices, takes beverage orders from serving staff or directly from patrons, accurately writes orders on slips, memorizes orders, enters orders into point of sale (POS) Systems.
2. Serves snacks or food items to guests seated at the bar and answers questions about menu items.
3. Ensures mise-en-place is ready before service.
4. Ensures wines are chilled as necessary, pours for tasting and fills/ replenishes glasses as required, ensuring that service standards are met.
5. Serves wine and other beverages at the correct temperature and in the correct glasses, creates drink recipes and mixes ingredients, such as liquor, soda, water, sugar, and bitters; prepares cocktails and other drinks.
6. May be required to perform food preparation duties such as garnishing and decorating dishes in preparation for serving, brewing coffee, and preparing hot, cold, and mixed drinks for patrons.
7. Slices and decorate juices with fruit or garnishes drinks; ensures that there are sufficient supplies of clean glasses, crockery, napkins, etc. available for each shift; orders or requisitions liquors and supplies.
8. Monitors expiry dates of all homemade and commercial products daily. Informs the bar manager about the products which are about to expire to plan accordingly.
9. At the end of every shift, conducts stock takes and identifies missing stock, enters orders for stock requisitions and collects stock from store.
10. Prepares accurate bills that itemize total costs and taxes; presents bills and collects payments from customers balancing cash receipts at the end of the shift.
11. Cleans glasses, utensils, bar equipment and bars, ensuring that standards of cleanliness, hygiene and sanitation are met.
12. Ensures a clean and sanitized working space during operation.
13. Strong knowledge of wines, spirits, classic and signature cocktails, and food.
14. Aware of all promotions and upcoming events taking place at the venue and informs guests accordingly.
15. Assists in developing promotional events and entertainment as required and ensures that any planned activities are organized and run effectively.
16. Control of bar stock and supplies.
17. Cleans and keeps the bar neat and orderly.
18. Stock count (daily).
19. Bar prep and break down before and after shift.
20. Stock ordering (bar related).
21. In the event that there is no supervisor or manager during closing, the bartender will be responsible for cash out and handing the cash to reception.

Dimensions

• Staff – NIL
• Finance – Responsible for accurate bills and cash handling
• Other – Supervised by Bar Manager

Work and Business Relations

• Internal – Up to Manager level: give and receive information
• External – Patrons of establishment: give and receive information, and gaining cooperation

Education and Experience Required

High School Diploma or equivalent preferred. Should have experience of working in a multi-cultural environment and previous experience as a bartender. Must have knowledge of:

• Bar operational procedures
• Sanitation requirements and food/beverage handling safety standards
• Governmental regulations and safety standards
• Cocktail and recognized drink recipes
• Beverage storage
• Relevant food items to outlet
• Knowledge of wines and alcohol
• Good command of English language, written and spoken

Ideal Skills and Attributes Required

• Effective problem-solving skills
• Strong customer/staff relation skills
• Upselling skills
• Knowledge of overall hotel operations as they relate to bar outlets
• Effective influence skills

Skills and Personal Attributes Preferred

• Emotional intelligence

Work Conditions and Physical Demands

• Bar environment and store

Duty Manager

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Job Purpose

The Duty Manager assists the General Manager with motivating and leading the outlet team into achieving exceptional service standards and motivates employees into exceeding sales targets.

Relationships

1. Reports functionally to the General Manager.
2. Communicates and cooperates with team members and guests.

Duties and Responsibilities

General Restaurant Management

1. Implements and maintains an excellent sequence of service by all employees of the outlet, especially those that are in contact with guests.
2. Maintains optimal levels of sanitary procedures for all food handling; maintains neat and clean food preparation areas; ensures compliance to all standards.
3. Develops, implements, and maintains a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job.
4. Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
5. Ensures guest complaints are managed well, and that restaurant team members are prepared for such incidents.
6. Participates in budgeting and sales expectation meetings with the operations manager, and communicates this information to the team.
7. Communicates to the management and back of house relevant parties about guest feedback with regards to restaurant products.
8. Promotes the restaurant brand through all the necessary channels, and proposes ways to reach a wider audience. Ensures brand image is protected.
9. Manages department’s controllable expenses to achieve or exceed budget goals.
10. Forecasts the requirements of all the necessary items required for the outlet and inventories their purchases.

Guest Satisfaction

1. Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
2. Meets with guests on an informal basis during meals or upon departure to obtain feedback on quality of food and beverage, service levels and overall satisfaction; effectively responds to and handles guest-related challenges and complaints.
3. Empowers associates to provide excellent customer service. Establishes guidelines so associates understand expectations and parameters. Ensures associates receive on-going training to understand guest expectations.
4. Observes service behaviors of associates and provides feedback to individuals and or managers; continuously strives to improve service performance.
5. Reviews comment cards, guest satisfaction results and other data to identify areas of improvement; reviews findings with associates to develop appropriate corrective action, shares plans with hotel leadership and ensures corrective action is taken to continuously improve results.
6. Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
7. Acts as the guest service role model for the restaurants, sets a good example of excellent customer service and creates a positive atmosphere for guest relations.

Ideal Education and Experience

• Strong Front of House Management experience is essential, especially in hospitality, F&B and customer service; Hospitality and Management degree is beneficial
• Proven record as a general restaurant manager in a similar establishment concept
• Restaurant operational procedures and beverage storage
• Sanitation requirements and F&B handling safety standards (HACCP)
• Local Governmental regulations and safety standards
• Excellent knowledge of food and alcoholic beverages
• World cuisine styles, techniques, and varieties
• Purchasing, inventory controls, supplies, equipment and its maintenance
• Excellent English skills; Arabic a plus

Ideal Skills and Attributes

• Quick, efficient, organized, and meticulous
• Ability to work under pressure and make effective decisions
• Effective at training and communication
• Ability to listen and respond to demanding guest needs
• A warm personality, attentive, and smartly presentable
• Problem solving and emotional intelligence

Work Conditions and Physical Demands

• The physical environment requires the employee to work both inside and outside in heat/cold, wet/humid, and dry/arid conditions
• Employee must be able to stand and walk throughout an entire shift
• Employee must be able to lift up to 32 kg

Hostess

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Job Purpose

The Hostess is responsible for greeting guests and serving the needs of guests who patron the food and beverage facilities at the outlet. An important aspect of the hostess is to organize and maintain order within the restaurant reservations area.

Relationships

1. Reports functionally to the Restaurant Manager.
2. Communicates and cooperates with team members, supervisors and guests.

Duties and Responsibilities

1. Ensures that all the menus and memos are ready at the desk prior to each service, and that guest supplies such as napkins, toothpicks, salts etc. are stocked.
2. Greets all guests as per the correct standard and escorts them to their allocated tables with menus, while ensuring to open the entrance for guests to enter and exit.
3. Follow the telephone standards as per standard operating procedures (SOP) and respond to bookings and all enquiries. Ensure the reservation diary is kept up to date with all guest names, telephone numbers, guest information and special requests.
4. Allocate daily bookings to the table plan. Ensure that the log book is completed after each service period.
5. Provide easy directions to guests on the outlet location and assist them with outlet information. Provides colorful explanations of the outlet concept with fact-based information, and demonstrates detailed understanding of the outlet menu.
6. Ensure to remember guest names, number of people and special requests. Records guest complaints, comments or suggestions and relays information to manager.
7. Ensures items such as menus, plates, napkins etc. are clean and presentable for guests. Keeps the hostess desk tidy.
8. Relay information and instructions to servers and bus-persons. Present the waiter in the station according to the SOP.
9. Always ensures guests are thanked upon leaving, while providing a warm invitation to return.
10. Comply with hotel licensing regulations as well as health and safety and fire regulations. Ensure an adequate supply of checks, printer rolls and neat storage of each.
11. Providing accurate wait times if any and providing correct information with much possible details to avoid any miscommunication or misunderstanding with the guest.
12. Managing reservations and arranging the floor plan accordingly where provides team with the set up for the service before the 5pm on a daily basis.
13. Confirm and follow up on the no answer bookings, while sending the follow up WhatsApp message with the policies and procedures along with the cancelation message.
14. Allocating tables to walk ins while ensuring that number and name have been recorded in the system.
15. Maximizing table use as per the covers that booking has been previously made.
16. Always double check the number of the pax according to booking and ensure that if they show up less allocate accordingly the table.
17. Collect as many details as possible from the team after every shift and enter in the system for future guest references.
18. Clearly communicate the dress code policy and children policy to the guests.
19. Staying up to date with menu items (restaurant and room service) and having basic knowledge of it so to be able to take the order.
20. Ensures that collect right information about group bookings, any inquiries, complaints and suggestions along with the lost and found.
21. The hostess is the first contact the customer will have when entering the restaurant and as such should be well spoken, well dressed, organized/ informed and friendly.

Ideal Education and Experience

• 1 – 2 Years’ Experience in Hospitality / F&B and Customer service
• Excellent hygiene standards, and good knowledge of sanitation requirements and food handling standards
• Knowledge of restaurant operational procedures and government regulations
• Basic culinary/beverage and wine knowledge if applicabl
• Excellent English skills, Arabic is beneficial

Ideal Skills and Attributes

• Systematic, quick and an efficient organizer
• Sense of urgency and logical prioritization
• Ability to work under pressure
• Team player and works well with different people
• Committed to delivering high levels of customer service
• Ability to listen and respond to demanding Guest needs
•  A warm personality, attentive and smartly presentable

Work Conditions and Physical Demands

• The physical environment requires the employee to work both inside and outside in heat/cold, wet/humid and dry/arid conditions
• Employee must be able to stand and walk throughout an entire shift
• Employee must be able to lift up to 32 kg

Guest Service Agent

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Job Purpose

Responsible for reservation process; registration and rooming of hotel guests, maintaining a high standard of personal service towards the guests from the point of check-in till the point of departure.

Duties and Responsibilities

1. Answers incoming calls to sales/reservations and maximizes sales opportunities, applying rate structure and management product knowledge, ensuring that all reservations and requests are confirmed correctly and within 24 hours and communicating VIP reservations to management.
2. Monitors hotel and reception’s email accounts responding to guest requests and queries promptly, referring where necessary.
3. Greets guests and processes reservations; assigning rooms and associated service to the correct standard, advising them of their room numbers and room rates, ensuring guests receive prompt, cordial attention and personal recognition.
4. Arranges for transport services to and from the airport.
5. Deals with guest complaints, requests and enquiries, ensuring that these are dealt with promptly, efficiently and that customers are as far as possible satisfied with the outcome referring to a higher level where possible.
6. Liaises with Housekeeping to provide information regarding arrivals/departures/special guest requests; keeping an accurate room status record at all times, records of repeated and VIP guests and assisting with daily and monthly reporting.
7. Handles guest departure processing, preparing final bills, taking payments and facilitating departure transport as required.
8. Assists with airline bookings and boarding passes, communicating arrival details if required.
9. Provides hotel information, promoting in house service and facilities to guests.
10. Responsible for day-to-day queries, complaints or problems that arise in the hotel.
11. Supports training for new hires.
12. Prepares duty roster.
13. Maintaining an orderly appearance throughout the hotel lobby.
14. Stock monitoring and ordering necessary supplies from stationeries to room amenities.
15. Prepare daily management reports.
16. Assisting with a variety of administrative tasks including business centre – related, updating files and records.
17. Planning maintenance work to ensure details are fine at the hotel

Dimensions

• Staff – Nil
• Finance – Nil
• Other – May act as Relief to Night Auditor

Work and Business Relations

• Internal – Up to manager level to give and receive information and gain cooperation.
• External – Corporate clients, secretaries and guests up to VIP level to give /receive information,   persuade and resolve conflict.

 Education and Experience Required

• High school diploma required.
• Previous front desk experience with operational and/or sales experience in a similar sized hotel preferred.

Should also have knowledge of:

• PMS system
• MS Office
• Front Desk-operational procedures

Skills and Personal Attributes Required

• Exceptional communication and presentational skills
• Excellent Customer Service Skills
• Ability to work in a fast paced environment
• Problem solving skills
• Ability to think on your feet and under pressure
• A natural ability and confidence to sell / promote
• Able to work under stress using patience, tact and diplomacy
• Conflict resolution
• Must have discretion and be able to deal with confidential information

Work Conditions and Physical Demands

• Office environment.