TASKS, DUTIES & RESPONSIBILITIES Understanding the companies Policies, Procedures, Operational and Financial Principles and the components involved in the day to day operations of the Food & Beverage Departments. - Provides efficient, prompt, trouble free, and courteous service by bussing, serving and setting tables.
- Serves guests their food and beverage promptly and courteously.
- Sets tables in accordance to company standards ensuring that all crockery, cutlery, glassware and linen are clean, polished and in good condition.
- Ensures that the working area and station are stocked with “mise-en-place” and kept clean and tidy at all times.
- Maintains a thorough working knowledge of food and beverage menus, to be able to advise guests on selection and promote additional sales accordingly.
- Promotes additional sales by taking opportunities to up-sell, in a manner that is professional and courteous.
- Is familiar with all equipment relating to the Conferencing functions (e.g. Projector, Wifi, Web camera, microphone)
- Confers with the Supervisor concerning set-ups and last minute changes.
- Confers with Supervisor regarding last minute arrangements to co-ordinate with kitchen production.
- Works as a team player to meet departmental goals.
- Informs Management & Kitchen immediately of any complaints.
- Is responsible for the highest standard of cleanliness and hygiene in the restaurants.
- Is fully knowledgeable working on F&B operating systems such as Micros or Symphony.
- Processes cash, credit card or MOMO payments and returns change to customers if necessary.
- Ensures the guest bills are correctly charged and presented to the guest.
- Ensuring outlets equipment are clean, well maintained.
- Assist in monthly operating equipment stock takes.
- Answers questions about menu items, ingredients, and pricing.
- Takes customers' orders for food and drink by writing them on docket, entering them into Point of Sale system.
- Passes customer orders along to kitchen staff for preparation.
- Prepares drinks and serves them to customers in under 3 minutes of taking the order.
- Collects food orders from the kitchen, verifies that they are correct, and serves them to customers.
- Sets & clean tables with dishes, glasses, and flatware and refills condiments as per service period and Akagera standard.
- Fully familiarized with all the Hotel & Company Policies & Procedures, as well as all the Accor programmes offered such as Loyalty programmes, audit and service measurement programmes.
GUEST SATISFACTION Ensures that all guests are welcome and registered in a professional, efficient and courteous manner. - Liaises with all guests, ascertaining their requirements and co-coordinating these needs to the standards laid down by the companies Policies & Procedures.
- Greets guests in a warm and friendly manner.
- Answers calls in a professional manner and within 3 rings.
- Follow-ups are done to ensure the guest’s request, query or needs has been actioned and guest is satisfied.
- To have thorough knowledge of all facilities and services offered by the lodge, to enable receptionist to sell and promote the property to in-house and prospective guest’s.
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RESPONSIBLE BUSINESS - Shows involvement and is interested in environmental and or social & ethical issues by participating in responsible business activities.
- Promotes the Responsible Business programme to guests at all times using the Accor “Planet 21” principles.
- Is actively involved in finding ways of reducing waste, plastic and minimizing energy usage
HEALTH AND SAFETY - Be familiar with the companies Health & Safety Policies & Procedure and any other related laws.
- Adheres to all Health & Safety regulations, Policies & Procedures and ensure that all staff adheres to these regulation, policies & procedures.
- Ensure a strong Health & Safety culture, directing and overseeing workplace safety programs to regulation compliance, employee awareness and an accident-free workplace guided by the Rwandan Labor Law and the companies Policies & Procedures.
- Ensures that all potential and real hazards are reported and reduced immediately.
- Fully understands the hotel’s fire and emergency Policies & Procedures.
- Ensures that emergency procedures are practiced and enforced to provide for the security and safety of guests and employees.
- Stimulates and encourages a general awareness of health and safety.
- Anticipates possible and probable hazards and conditions and either corrects them or takes action to prevent them from happening.
- Ensures that the highest standards of personal hygiene, dress, appropriate uniform, appearance, and conduct is maintained by all employees in the department.
- Act as employee representative on the Health & Safety committee.
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HUMAN RESOURCES Maintain the highest standard of appearance and social skills in according to the companies Human Resources Policies & Procedures. - Be familiar with the staff handbook, house rules, Code of Conduct, Health and Safety Policies & Procedures pertaining to your area of responsibilities.
- Be familiar with the company’s Disciplinary codes.
- Well-groomed at all times and dresses in accordance to the Company uniform and name badge issued to you and your subordinates.
- Attends training as and when required.
- Conducts relevant training sessions of standards, and the companies Policies & Procedures to your areas of responsibilities.
- Attends all relevant departmental meeting or other relevant scheduled meeting.
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