Restaurant Attendant - Bistro

White Lodging; Erie (Erie County); On-site; USD 17,000 - 22,000; Full time

Job summary

White Lodging in Erie, PA seeks a hotel restaurant team member to provide the highest quality service to guests, greet guests, take reservations, and assist during dining. You will operate the MICROS POS, follow hotel scripting, maintain a clean station, and participate in daily pre-shift meetings.

This role requires knowledge of daily specials, upselling techniques, and strict adherence to safety and sanitation standards.

Qualifications

• High school diploma or equivalent.
• Excellent guest service skills with a smile and professional manner.
• Ability to follow hotel scripts and service standards.

Responsibilities

• Greet guests and assist while they wait.
• Take reservations and manage dining flow.
• Answer phones promptly and transfer queries as needed.

Skills

Guest service

Upselling

Teamwork

Education

High school diploma or equivalent

Tools

MICROS POS

Job description

• Provides the highest quality of service to the guest at all times and anticipates and exceeds guest expectations.
• Know and live the mission and the White Lodging/brand basics.
• When dealing with guests, utilize proper hotel-specific scripting.
• Always answer the telephone in three rings with a smile and answer questions accordingly or transfer as needed.
• Complete set-up, side work, and closing duties.
• Check micros machines to make sure they are set to the proper menu.
• Be able to operate point-of-sale system/MICROS.
• Check restaurant for proper set up upon arrival.
• Make reservations
• Follow sequence of service and utilize proper hotel specific scripting.
• Review the cleanliness and organization of the station. Ensure all menus are clean
• Check for restocking of supplies. Bring all areas up to standard. Discuss problem areas with manager.
• Greet guests and assist guests when waiting
• Run food to tables as required.
• Maintain a clean and orderly work area in accordance with hotel standards.
• Ensure food sanitation practices are followed.
• Maintain knowledge of menu and special of the day, and use up-selling strategies for placing and delivering “To Go” orders.
• Demonstrate suggestive and up-selling techniques when interacting with the guest.
• Stay current on daily specials, new menu items and specifications including proper preparation methods.
• Remain in area ready to assist guests when not seating guests or performing other duties.
• Thank the guest for dining and bid a fond farewell to guests leaving. Ensure everything was satisfactory and invite guest to return.
• Keep area clean from clutter.
• Keep immediate supervisor promptly and fully informed of all problems or unusual matters and take prompt corrective action where necessary or suggest alternative courses of action which may be taken.
• Assist in setting and aligning tables.
• Participate in daily pre-shift meetings.
• Utilize Service Recovery/Defect Tracking processes.
• Ensure security and confidentiality of guest and hotel information and materials.
• Practice energy conservation.
• Notify manager/AYS of maintenance issues.
• Complete checklist at the end of each shift.
• Attend work on time as scheduled and adhere to attendance policy.
• Report all unsafe conditions and suspicious activity to Loss Prevention/Management.
• Practice safety standards at all times and keep the property safe for guests and fellow associates. Use wet floor signs as required. Use personal protective equipment.
• Understand and comply with all state liquor laws. Exercise judgment in serving liquor in order to protect the individual and the property.
• Assist in Room Service and bar area as necessary.
• Wear proper uniform, including nametag at all times in accordance with the Standards of Appearance.
• Communicate properly and effectively with the guest, associates and managers. Effectively respond to guest complaints.
• Promote teamwork and associate morale.
• Maintain knowledge of hotel property, hotel staff, hotel services, hotel service hours of operation and hotel surroundings (i.e. mall, restaurants).
• Adhere to all work rules, procedures and policies established by the company. This includes, but is not limited to those contained in the Associate Orientation Handbook and the red Emergency Response Procedures Manual.
• Have a thorough knowledge of emergency procedures.
• Follow proper key control procedures.
• Assist with bussing and pre-bussing tables as necessary.
• Perform other duties as assigned.

Description

• Provides the highest quality of service to the guest at all times and anticipates and exceeds guest expectations.
• Know and live the mission and the White Lodging/brand basics.
• When dealing with guests, utilize proper hotel-specific scripting.
• Always answer the telephone in three rings with a smile and answer questions accordingly or transfer as needed.
• Complete set-up, side work, and closing duties.
• Check micros machines to make sure they are set to the proper menu.
• Be able to operate point-of-sale system/MICROS.
• Check restaurant for proper set up upon arrival.
• Make reservations
• Follow sequence of service and utilize proper hotel specific scripting.
• Review the cleanliness and organization of the station. Ensure all menus are clean
• Check for restocking of supplies. Bring all areas up to standard. Discuss problem areas with manager.
• Greet guests and assist guests when waiting
• Run food to tables as required.
• Maintain a clean and orderly work area in accordance with hotel standards.
• Ensure food sanitation practices are followed.
• Maintain knowledge of menu and special of the day, and use up-selling strategies for placing and delivering “To Go” orders.
• Demonstrate suggestive and up-selling techniques when interacting with the guest.
• Stay current on daily specials, new menu items and specifications including proper preparation methods.
• Remain in area ready to assist guests when not seating guests or performing other duties.
• Thank the guest for dining and bid a fond farewell to guests leaving. Ensure everything was satisfactory and invite guest to return.
• Keep area clean from clutter.
• Keep immediate supervisor promptly and fully informed of all problems or unusual matters and take prompt corrective action where necessary or suggest alternative courses of action which may be taken.
• Assist in setting and aligning tables.
• Participate in daily pre-shift meetings.
• Utilize Service Recovery/Defect Tracking processes.
• Ensure security and confidentiality of guest and hotel information and materials.
• Practice energy conservation.
• Notify manager/AYS of maintenance issues.
• Complete checklist at the end of each shift.
• Attend work on time as scheduled and adhere to attendance policy.
• Report all unsafe conditions and suspicious activity to Loss Prevention/Management.
• Practice safety standards at all times and keep the property safe for guests and fellow associates. Use wet floor signs as required. Use personal protective equipment.
• Understand and comply with all state liquor laws. Exercise judgment in serving liquor in order to protect the individual and the property.
• Assist in Room Service and bar area as necessary.
• Wear proper uniform, including nametag at all times in accordance with the Standards of Appearance.
• Communicate properly and effectively with the guest, associates and managers. Effectively respond to guest complaints.
• Promote teamwork and associate morale.
• Maintain knowledge of hotel property, hotel staff, hotel services, hotel service hours of operation and hotel surroundings (i.e. mall, restaurants).
• Adhere to all work rules, procedures and policies established by the company. This includes, but is not limited to those contained in the Associate Orientation Handbook and the red Emergency Response Procedures Manual.
• Have a thorough knowledge of emergency procedures.
• Follow proper key control procedures.
• Assist with bussing and pre-bussing tables as necessary.
• Perform other duties as assigned.

Other information

COMPETENCIES

• Job Knowledge Flexibility/Adaptability
• Quality of Work Perseverance
• Quantity of Work Organization Skills
• Guest Focus/Customer Service Effort
• Reliability/Dependability Judgment/Problem Solving
• Motivation/Initiative Cooperation/Teamwork

Skills

• Must hold valid liquor license if required by state.
• Must complete Service Training Manual and be certified/validated within 30 days of department orientation.
• Must pass certification quiz/test for position.
• Must have TIPS Certification and Serv Safe Certification.
• Complete Chemical Training and Blood borne Pathogen Training.

Education/Experience

None required for this position.

WORKING CONDITIONS

• Lift, carry or otherwise move up to 25 lbs. regularly.
• Follow proper moving and lifting procedures identified in Departmental Orientation Handbook.
• Regularly required to stand; walk; reach; use hands to finger, handle or feel; talk and hear.