Server, Restaurant

Hilton Garden Inn Allentown West

SECTION ONE: MCR Universal Role Standards

EXECUTIVE SUMMARY

CLEANLINESS and FRIENDLINESS!
The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests.

AREAS OF EXCELLENCE
• Happy Guests
• Spotless Cleanliness
• Product Consistency & Quality
• Teamwork

DUTIES AND EXPECTATIONS
1. Happy Guests
• Guest Relations: Greet guests happily upon arrival and throughout their stay with a smile.
• Name Use: Use the guests’ names whenever possible, ensuring they feel properly welcomed.
• Guest Satisfaction: All Team Members work together to contribute to great guest satisfaction scores.
• Recovery: Ability to handle challenging guest situations with hospitality and a sense of urgency.
• Hotel Knowledge: Strong knowledge of all features of the hotel facility and amenities.
• Events: Awareness and support for all groups and events at the hotel.
• Technology: Understanding of relevant technology for each role.
• Phone Etiquette: Answer all incoming calls with friendly service using the approved greeting.
2. Spotless Cleanliness
• Sparkling Clean Workspaces: All areas, both front and back of the house, should be kept clean and well-organized.
• Pitching In: Cleanliness is a team effort! Everyone may expect to pitch in to clean guest rooms and public spaces as needed, to ensure the hotel is well-organized and safe.
• Hospitality While Cleaning: Always greet every guest happily with a smile, by name if possible, while cleaning.
3. Product Consistency & Quality
• Checklists to 100% Accuracy: All operational checklists are completed accurately and at the designated times, every shift.
• Shift Handover Reports: Handover reports must be accurate and on time, for effective shift-to-shift communication.
• Flawless Uniform: All Team Members must wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times.
4. Teamwork
• Communication: Communication between Team Members should be clear, honest, and professional.
• Can Do Attitude: Willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.
• Collaboration: All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace.

SECTION TWO: Role Specific Duties and Expectations

The Server is responsible for providing prompt, friendly, & accurate food service to our guests. This person will take food and beverage orders, serve food items to guests, and complete payment for guest orders.

Responsibilities:
• Friendly Greeting: Greet guests and give a clear and correct description of food and beverage options.
• Quick Delivery: Deliver hot to order items from kitchen to tables.
• POS Skills: Input orders into computer and secure accurate payment.
• Barista: Prepare coffee as well as other specialized drinks.
• Table Manicure: Clear, clean, and reset tables for dining as needed.
• Guest Service: Observe diners and respond to requests.
• Side work: Complete daily inventory prep sheet and other side work allowable by labor rules.
• Menu Knowledge: Knowledge and familiarity of current food and beverage offerings.
• Seating: Escort guests to tables as needed.
• Food Safety: Ensure compliance with food safety and handling policies and procedures, i.e., product rotation, dating, labeling, and cleaning.
• Cleanliness: Assist in maintaining the cleanliness of the restaurant and surrounding areas.
• General Hotel Knowledge: Demonstrate knowledge of hours and available amenities of the hotel.

SECTION THREE: Success Metrics

Happy Guests
• Management Performance Ratings
• Guest Satisfaction Scores/Intent to Return
Spotless Cleanliness
• GM/AGM Spot Checks
• Leadership Walk-throughs (RVP, etc.)
• Guest Ratings/Reviews
Product Consistency & Quality
• Checklist Tracking
• Management Performance Ratings
• Guest Ratings
Teamwork
• Management Performance Ratings
SECTION FOUR: Qualifications & Requirements
Qualifications & Requirements:
• Work Experience: Experience in a hospitality, service, consumer-facing franchise or related field preferred.
• Must have a positive attitude and willingness to learn.
• Ability to follow instructions, assigned tasks, and meet deadlines.
• Always provide friendly service with a smile to guests.
• Flexible schedule with availability days, nights, holidays, and weekend based on the demands of the hotel.
• Must arrive and clock in on time for every shif