Organization- Alila Jabal AkhdarSummaryAlila means “Surprise” in Sanskrit, which suitably describes the refreshing character of our properties and the reaction of our guests when they stay with us.
OUR PURPOSE We care for people so they can be their bestCare comes from a place of empathy and authentic human connection. We do this by truly seeing people and getting to know them as unique individuals, so we can design and deliver personal experiences. We want to make a difference in the lives of all those we touch: colleagues, guests, owners, operators, community members, and shareholders. Being your best is about being your authentic self in each moment — engaged, fulfilled, and ready to take on the world.
BRAND TARGET Well-traveled guests seeking reflection and impactful connectionsBRAND PROMISE To craft rare and intimate experiencesBRAND PRINCIPLES Contemporary expression of centuries-old traditions Authentic experiences on the road less traveled Sustainable, community-enriching mindset World-class service from local expertsGUESTS NEED To relax, recharge, and re-energizePROPERTY TIER LuxuryPORTFOLIO BoundlessFINANCIAL ACCOUNTABILITY
- * Can operate the cashier system as per the company standards;
- Operate the POS system as per the company policy (no access to Void and Manager Reports).
CONDITIONS OF WORK
- * Work in a variety of Food & Beverage environments including indoor and outdoor conditions, as well as exposure to smoky environments and harsh variations in weather conditions;
- Some heavy lifting may be required while on duty.
Role Overview
- * Makes sure that the guests feel always at ease and find everything to their taste;
- Provides guests with a friendly, competent and top quality service ensuring maximum guest satisfaction in a manner consistent with house standards;
- To be honest and reliable;
- Co-operates with the rest of the team for a smooth operation;
- Has a good knowledge of the food and beverages served in the restaurant / bar;
- Serves food and beverages to guests according to the sequence of service learnt during training;
- Performs various incidental duties to increase guest’s enjoyment and facilitate a smooth overall operation of the dining room;
- Greets the guest with a warm smile and by name if possible;
- Maintains an efficient workflow by adhering to the Sequence of Service and all time frames and standards detailed in relevant SOPs in the F&B standards manual;
- Should be flexible and ready to work any shift given as per the requirement of the Outlet and Business Needs.
MAIN DUTIES
- * To understand and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety;
- To report for duty punctually, wearing the correct uniform and name tag at all times;
- To attend and contribute to all staff meetings, Departmental and Hotel trainings scheduled and other related activities;
- To respond to any changes in the restaurant function as instructed by the hotel;
- To project at all times a positive and motivated attitude and exercise self-control;
- To work split shifts as and when required;
- To be available to be cross trained in any other department of the hotel;
- Identify and anticipate guest needs and expectations correctly, including those with special needs, and provide appropriate products, services or information;
- Meet all needs and requests of guests within acceptable enterprise timeframes;
- Identify and take all opportunities to enhance the quality of service;
- Recognize guests dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and Alila Jabal Akhdar guest feedback / complaint procedures SOP;
- Offer assistance to colleagues when required, to ensure designated work goals are met;
- Demonstrate trust, support and respect towards team members in day-to-day work activities;
- Conduct communication with guests and colleagues in a polite, professional and friendly manner;
- Practice high standards of personal presentation in accordance with Alila Jabal Akhdar grooming & presentation standards;
- Seek assistance from other team members, supervisors and managers when required;
- Provide the perfect service experience for every guest. Ensure that Guest feels important and welcome in the restaurant;
- Always follow the hygiene standard, anti COVID-19 measures and policies;
- All team members (male/female) must be able to carry tray for food and beverage, including clearance.
OPERATIONAL DUTIES
- * Awareness and sensitivity to the concept of luxury and quality.
- Address special guest preferences recorded in guest history profiles.
- Ensure Hostess Team provide quality service to the guests by responding to requests promptly, efficiently and courteously during and throughout the guest’s experience.
- Identify and anticipate customer needs and expectations correctly, including those with special needs, and provide appropriate products, services or information.
- Identify and take all opportunities to enhance the quality of service.
- Ensures hostess desk/door is manned at all times so that all customers receive a friendly & prompt welcome.
- Schedule dining reservations and arranges parties or special services for customers according to the restaurant reservations SOP.
- Knowledgeable of all in-house services as well as local information and be able to assist guests when questioned.
- Has a working knowledge of the dining room layout, table numbers, stations and colleagues working during each shift.
- Thorough knowledge of the menu to answer any questions the guests may have and should inform guests of any specials at time of seating.
- Immediately shares guest name to relevant service staff directly after seating.
- Responsible for the collection and input of any relevant guest history in profile.
- To be entirely flexible and adapt to rotate within the different sub departments of the Food & Beverage Division or any other Department of the hotel as assigned;
- To perform all duties and tasks when rotated or assigned to another Department as per Master Task List for that Department;
- To ensure that the Place of Work and surrounding area is kept clean, disinfected and organized at all times;
- To monitor operating supplies and reduce spoilage and wastage;
- Answers telephone within 3 rings using the Alila Jabal Akhdar standard script;
- Review the notice board and outlet briefing sheets on a daily basis to be well informed of Alila Jabal Akhdar events, arrivals, information, sold-out items, daily specials and any other information that may be relevant to the job;
- Ensures that all menus, beverage lists and dock presenters are clean and in top condition in the restaurant area;
- To handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests;
- Suggest to manager or supervisor any training needed to enhance performance;
- Perform side duties including folding napkins, rolling silverware, cleaning trays, restocking shelves, filling ice bins, cleaning and breaking down service area, using cleaning compounds, and other duties as required;
- Report any possible theft or misuse of the property immediately to a member of management;
- Carry out any other reasonable duties as assigned by the Outlet Supervisor, Outlet Manager, F&B Manager, Chef de Cuisine or Senior Management;
- Actively collecting and sharing any guests preferences regarding their stay and their dining experiences;
- To handle guest allergies in professional and courteous manner with immediate reporting to F&B Manager, Chef De Cuisine and Chef and Beverage Director
QualificationsAt least 2 Years Minimum experience in F&B
