Description:
Description Your day-to-day
• Run the daily Conference & Events operations and assist across the restaurant and bars and room service as required
• Train colleagues in quality and service standards, ensuring they have the necessary tools and equipment to perform and are empowered to execute in their roles.
• Ensure hotel services colleagues provide guests with prompt service, professional attention and personal recognition
• Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships that drive continuous improvements in guest satisfaction
• Support the Food & Beverage Management team in:
o Planning for future staffing needs in a timely manner, completing all stages of IHG Recruitment on-boarding
o Promoting teamwork and quality service through daily communication and coordination with other departments
o Supporting the team, driving performance and executing projects
Hotel Services Team Leader
o Driving team performance related to the hotel’s soft skills and key metrics with particular focus around Guest Love, Problem Handling and colleague heartbeat.
o Managing payroll, costs and inventory management. Control stock and ordering in line with business needs. This includes conducting accurate monthly stock takes without any gaps in process or time
• Ensure the security and proper storage of food and beverage products, inventory and equipment, and replenish supplies in a timely and efficient manner while minimising waste
• Ensure that all food and beverage facilities and equipment including banquet spaces are cleaned, vacuumed, and properly stocked according to anticipated business volume. Notify engineering immediately of any maintenance and repair needs and use HotSoS as required
• Ensure all credit and financial transactions are handled in a secure manner
• Ensure that departmental CSA compliance is understood and executed by team members. Maintain procedures for security of monies, credit and financial transactions, guest security and inventory control
• Establish and achieve quality and guest satisfaction HeartBeat goals. Respond in a courteous and prompt manner to all guest questions, complaints and/or requests to ensure a high level of guest satisfaction
• Ensure IHG metric tools/audits are used and monitored to ensure total guest satisfaction and hotel compliance with QEM etc.
• Where Personal Protective Equipment (PPE) is required to control exposure to hazards in the workplace, wear and maintain the PPE as directed or as required in WH&S procedures.
• Strictly adhere to IHG policy concerning the Trade Practices Act, Gifts and Bribery and Data Privacy. Maintain all procedures and adheres to them within the IHG guidelines; in particular with emphasis on hotel credit policy
• Champion the identification and reporting of hazards, evaluation or risks, and design and implementation of hazard and control measures. Facilitate the reporting and investigation of injuries and illnesses arising from workplace activities, recommending corrective actions to prevent or minimise the chance of recurrence
• Demonstrate a sound awareness of Crisis Management, HACCP & WH&S policies and procedures, ensuring the dissemination of information to all team members. This includes accurate record keeping in particular for HACCP
• Assist in supporting the front office, housekeeping and engineering functions as required
What we need from you
• Minimum 12 months’ experience in a Food & Beverage/Restaurant & Bars related position, preferably within a hotel/hospitality environment. Experience in also leading, supporting and driving a team.
• Qualifications in Hotel Management and/or in Food & Beverage related field preferred
• Flexibility – night, weekend and holiday shifts are all part of the job
• Valid South Australian Responsible Service of Alcohol is required
• Excellent communication skills, bilingual or multilingual language skills are advantageous
• A team player, ability to work in a fast-paced environment and priortise workloads
• Ability to inspire passion, enthusiasm and positivity in the team to drive an engaged, winning culture