Guest Relations Waitstaff

Colonial Group; Tamuning (GU); On-site; USD 25,000 - 35,000; Full time

Job summary

The Westin Resort Guam is seeking a Guest Relations Waitstaff to deliver attentive service to Club Lounge guests, greet arrivals by name, take reservations and assist with seating.

You will manage orders, present food and beverages, operate the POS system, maintain clean stations, respond to guest requests with courtesy, and coordinate with team members to ensure a seamless dining experience.

Qualifications

• High school diploma or equivalent required.
• Minimum one year of customer service experience in hotel/leisure/retail preferred.

Responsibilities

• Greet guests upon arrival and assist with seating or reservations.
• Attend to guest requests or complaints and follow up for resolution.
• Assist in taking reservations and seating guests when necessary.
• Interact with guests and staff in a courteous, professional manner.
• Respond promptly to guest and staff inquiries to resolve issues.
• Present food and beverages to guests as per hotel standards.
• Record orders, operate the POS system, and process payments.
• Maintain safety and cleanliness of the workstation and service area.
• Transport dirty dishes to the dishwasher area as needed.
• Adhere to hotel standards for table settings and service.

Skills

Oral communication

Customer service

Phone etiquette

Attention to detail

Multitasking under pressure

Confidentiality

Safety awareness

Education

High school or equivalent

Tools

Computerized order system

POS system

Job description

Guest Relations Waitstaff

Position Purpose Responsible for providing service to Club Lounge guests. Service includes but is not limited to activities such as serving meals, assisting with problems and providing information.

Essential Job Functions

Customer Service

• Greet all guests upon arrival. Welcome guest by name when s/he is a repeat customer.
• Attend to guest’s request or complaints when possible and appropriate; when inappropriate inform supervisor or appropriate person of request and follow up to ensure it was resolved.
• Assist in taking reservations and seating guests when necessary.
• Interact in a courteous and professional manner with all guests, staff and community members.
• Respond in a courteous, professional and rapid manner in order to resolve all guest and staff difficulties.

Functions

• Complete assigned side work including but not limited to folding napkins, cleaning and filling salt, pepper and sugar, polishing silver and glassware before service.
• Maintain and monitor freshness of products served including, but not limited to butter, milk and coffee.
• Accept and record orders. Assist guest with any questions regarding food preparation and beverage service.
• Present food and beverages to guests in the manner prescribed by hotel standards.
• Ensure all tables and chairs are in good repair and arranged properly for specific function. Inspect all equipment. Report any problems to appropriate personnel. Follow up to ensure correction of any problems.
• Ensure tables are set to specific standards.
• Utilize computer to record, update and place order, generate and close check.
• Present accurate check for payment when requested or at end of meal. Accept payment for services rendered and input payment into computer.
• Maintain safety and cleanliness of work station. Ensure work area meets standards set at completion of work shift including but not limited to replenishing silverware and linen.
• Transport dirty dishes to dishwasher area when necessary.
• Other duties may be assigned.

Required Knowledge, Skills & Abilities

• Exceptional oral communication skills to ensure ability to negotiate and persuade guests and staff to achieve results beneficial to operation of hotel.
• Ability to focus and maintain attention to performance of tasks despite frequent stressful, emergency, critical or unusual interruptions.
• Ability to memorize, recollect and quickly retrieve dates, names, times and other data.
• Ability to converse calmly with irate guests, superiors and subordinates in sometimes intense emotional situations.
• Ability to answer phones quickly, clearly and professionally.
• Ability to maintain staff and guest confidentiality at all times.
• Interpret and comply with a variety of instructions furnished in written, oral, diagrammatic or schedule form.
• Ability to operate computerized order system.
• Must be able to understand and comply with safety precautions in use of chemicals.
• Must be able to apply common sense understanding to follow instructions, to make decisions with minimal supervision and to prioritize tasks in order to maintain service standards.
• Must be able to convey positive image of self and hotel.
• Requires good communication skills, both verbal and written.
• Knowledge and ability to set up and disassemble linens, tables, china, flat, and glass wares to conform to hotel standards.

Qualifications

Required Education and Experience

• High school or equivalent education required

Preferences

• Minimum one year of customer service experience within the hotel/leisure/retail sector preferred.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings are required.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Job description is subject to change at any time.

The Westin Resort Guam is an equal opportunity affirmative action employer and selects individuals best matched for the job based upon job-related qualifications regardless of gender, race, color, religion, creed, sex, sexual orientation, age, national origin, pregnancy, ancestry, marital status, veteran status, disability, handicap, citizenship status or any other status or characteristic protected by law.