WAITER (M/W/D) INNSiDE by Melia Luxembourg

MISSION

Responsible for providing appropriate and courteous service. Complies at all times with quality standards and pays special attention to customer service, ensuring that food and beverages are presented correctly before being delivered to customers in order to ensure the satisfaction of guests and customers, and earn their recognition and preference for hotel services. 

OPERATIONS 

• Ensures compliance with the instructions of their immediate superior regarding duties assigned to them before and at the end of the shift.  

• Verifies that they have all the equipment and supplies required to provide room service and handles it appropriately to avoid breakage and waste. 

• Participates in briefings at the beginning of each shift to get information on dishes of the day, VIPs, groups, and general comments and sharing information. 

• Consistently friendly and respectful towards guests when delivering room service, always with an impeccable posture and presentation. 

• Service must be quick and correct, following the SOP for the position and ensuring that service is provided in good time.  

• Before delivering the service, ensures that the order is for the right room and meets the customer's requests. 

• Presents the service in line with quality and presentation standards, checking that all the items are included, such as cutlery, salt cellar, napkins, sauces, dressings, etc. 

• Handles services with extreme caution to avoid accidents, spillage or breakages, complying at all times with safety regulations. 

• Immediately removes any item or dish that is not to the customer’s liking. If it is due to something simple, returns the item or dish to the kitchen, but if it due to something of greater importance, informs their immediate superior. 

• Presents the bill to the customer in strict compliance with procedures depending on the form of payment.  

• Is punctual and complies with policies and procedures regarding discipline, presentation, work schedules, transit areas and safety regulations defined by the hotel. 

• Attends departmental meetings and constantly takes part in scheduled training for their position. 

CUSTOMER EXPERIENCE 

• Be knowledgeable of the Brand philosophy and comply with the standards, operational and identity manuals that apply to their department.  

• Ensure the customer's experience and personalise their stay, anticipating their needs and exceeding their expectations.  

• Deal with customer incidents, communicating the actions taken to the person in charge. Escalate the incident to the person in charge if a solution cannot be found. 

• Be knowledgeable of the Voice of the Customer goals and to execute the necessary actions to achieve them.  

• Support their manager with the Sensory Architecture established for their areas.  

• Be knowledgeable and promote the hotel’s services and facilities as well as the entertainment programme, experiences and events. 

HEALTH & SAFETY// HEALTHY WORKPLACE 

• Be knowledgeable of the hotel’s evacuation plan. 

• Be knowledgeable of the personal protective equipment and use it correctly. 

• Be knowledgeable of the methods, work procedures and risks inherent to their activity. 

• Assume the responsibilities assigned in the Occupational Health and Safety Management System Manual.