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OVERVIEW/BASIC FUNCTION:

The Madera Restaurant Server is responsible for the overall guest dining experience within the outlet to include but not limited to taking food and beverage orders, retrieve and serve alcoholic/non-alcoholic beverages and food orders to guest tables according to hotel specifications, courteously and efficiently. Prepare specific food items, table side. Collect payments. Assist in the maintenance of the restaurant area and equipment.

RESPONSIBILITIES:

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

• Ensure that standards are maintained at a superior level on a daily basis.

• Maintain complete knowledge of table/seat/station numbers, room capacity, hours of operation, proper table set-up and dress code of the restaurant.

• Maintain complete knowledge of all liquor brands, beers and non-alcoholic selections, correct glassware and garnishes in the restaurant.

• Maintain knowledge of the particular characteristics and description of every wine/champagne by the glass and major wines on the wine list.

• Maintain complete knowledge of all menu items, prices, preparation method/time, major ingredients and quality standards of taste, appearance, texture, serving temperature, portion size, garnish and method of presentation.

• Maintain complete knowledge of and strictly abide by state liquor regulations, particularly those prohibiting service to minors, intoxicated persons and drunk driving.

• Maintain complete knowledge of VIPs as determined by Hotel & Residents.

• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.

• Maintain complete knowledge of P.O.S. and manual systems.

• Complete opening side duties as assigned:

• Check quality and amount of all restaurant stock and supplies using checklist.

• Requisition all necessary supplies and transport from storeroom to restaurant.

• Set tables according to service standards

• Set up all condiments (butter, jellies, syrups, juices) and beverages (non-alcoholic) according to service standards.

• Ensure a sufficient supply of all silverware, glassware and chinaware for service.

• Prepare some cold food items (including cereals, fruits parfaits, nuts)

• Check cleanliness and condition of assigned station and service areas; rectify any deficiencies.

• Set up side station with supplies and equipment.

• Set up and check all equipment needed for table side service

• Follow up on special arrangements to ensure compliance with such.

• Take guests’ food and beverage orders, utilizing suggestive selling techniques.

• Record order of guest following departmental service procedures.

• Input order into system and ensure transmission of food orders is verified by kitchen.

• Communicate additional meal requirements and special requests to the kitchen.

• Set up and check all equipment needed for table side service

• Prepare all Table Side dishes and drinks

• Check storage areas for proper supplies, organization and cleanliness.

• Legibly document orders when system is down and distribute food orders to kitchen.

• Retrieve all alcoholic beverage items from bar and serve to guest in accordance with the departmental standards.

• Open and serve wine/champagne bottles in accordance with departmental standards.

• Serve all food courses and non-alcoholic beverage items to the guest in accordance with departmental standards.

• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

• Maintain positive guest relations at all times.

• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.

• Handle guest complaints following the six-step procedure and ensuring guest satisfaction.

• Monitor and maintain cleanliness, sanitation and organization of assigned station and service areas.

• Guide the activities of the assigned Server Assistant to ensure optimum service to guests.

• Present guest checks and process payments through the Cashier.

• Adhere to payment, cash handling and credit policies/procedures.

• Collect and report tips at the end of the assigned shift.

• Complete closing side duties:

• Properly store all reusable goods.

• Breakdown all goods as specified in departmental standards.

• Clean all equipment as assigned in the side duties.

• Restock items for next service.

• Exhibit a friendly, helpful and courteous manner when dealing with guests and fellow employees.

• Ability to work a flexible schedule to include days, nights, weekends and holidays as needed.

• All other duties as required.

Health & Safety & Risk Management

• Be aware of and comply with safe working practices as laid down under the Health and Safety Act as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.
• The wearing of appropriate clothing provided by or recommended by the Company will be obligatory.
• Report any defects in the building, plant or equipment according to hotel procedure.
• Ensure that any accidents to associates, guests or visitors are reported immediately in accordance with correct procedures.
• Attend Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.
• Maintain a wide variety of confidential information concerning the company, guests and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests and associates, unless otherwise stated.

Other

• Comply and adhere to the Rosewood company policies.
• Take on other tasks in addition of the ones stated, in a reasonable framework.
• Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.
• Model the company’s culture, vision, mission and core values at all times.
• While this job description is intended to be an accurate reflection of the duties involved in this position, the Company reserves the right to add, remove or alter duties when business need dictates.
• As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

QUALIFICATIONS:

·         Experience: Minimum 21 years of age to serve alcoholic beverages. Minimum three years’ experience in restaurant service. Hotel operational exposure (i.e. F&B) preferred. Experience with a luxury or ultra-luxury property or brand preferred.

·         Education:  Diploma/Some College or an equivalent combination of education and work-related experience.

·         General Skills:    Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

·         Technical Skills:     Knowledge Ability to perform job functions with attention to detail, speed and accuracy; ability to prioritize, organize and follow through; ability to be a clear thinker, remain calm and resolve problems using good judgment; ability to work well under pressure of meeting production schedules and timelines for guests' hot food orders; Ability to maintain good coordination; ability to transport cases of received goods to the workstation; ability to work an 8-12 hour shift in hot, noisy and sometimes close conditions; Ability to work with all products and food ingredients involved; ability to use all senses to ensure quality standards are met. Ability to differentiate dates; ability to operate, clean and maintain all equipment required in job functions; Ability to comprehend and follow recipes; ability to perform job functions with minimal supervision; ability to work cohesively with co-workers as part of a team.

·         Language: Required to speak, read and write English, with fluency in other languages preferred.

·         Physical Requirements:    Must be able to exert physical effort in transporting 20 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

Kitchen Environment:         Constantly exposed to heat, high cold, slippery surfaces and appliances such as stove, oven, dishwasher, cooking top, as well as cleaning tools.

·         Licenses & Certifications: California Responsible Beverage Service (RBS) Certificate & California Food Handler Card, preferred.