Job Description

POSITION SUMMARY

Our jobs aren’t just about setting up tables and chairs for our guests to use during a banquet or meeting. Instead, we want to create an atmosphere that is memorable and unique. Our Event Support Experts take the initiative and deliver a wide range of services that allow our events to go off without a hitch. Whether setting up and breaking down materials, transporting supplies, stocking bars and action stations, or anything in between, the Event Support Expert plays a key role in making our events run flawlessly.

No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Event Support Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and objects weighing in excess of 75 pounds with assistance). Doing all these things well (and other reasonable job duties as requested) is critical – to get it right for our guests and our business each and every time.

Extraordinary Operations

• Every order taken, recommendation made, beverage

pairing suggested, reflects your knowledge, experience

and your own reputation as an F&B professional.

• Every guest interaction should be personalised and special
• you can make this happen by taking ownership of each

guest interaction, listening for cues and following up on

guest signals to deliver a memorable experience.

• There is no such thing as ‘no’ when it comes to a guest

request- do what you need to do to meet request (engage

with other colleagues, departments, expertise) or at the

very least, find alternatives to present back to the guest

when all other options are exhausted.

• You are responsible for operating within Marriott

International’s policies and procedures and ensuring that

you sign off the relevant declarations should cash, key or

card handling become a regular part of your role.

Extraordinary Services

• Deliver an extraordinary guest service – personalised, fun,

engaging, caring, and attentive.

• To be a reason for guest return due to your shining

personality, knowledge of regulars, conversion of first-time

guests to be fans and strong & engaging floor presence.

• Deliver and support the hotel and brand’s service standards

at every moment, including knowledge of the hotel, its

history, the Navigator and the daily RWAY.

• Attend and actively participate in all required training

sessions including shift briefings, menu tasting etc. There

will be regular knowledge tests to be sure your knowledge

is where it needs to be in a five star environment.

• You are a role model for service and hospitality ensuring

every guest is satisfied and will talk about their experience

for years to come.

Extraordinary People

• Work as a strong and committed team member and

colleague, as well as proactively nurturing all relationships.

Extraordinary Innovation.

• Proactively contribute ideas and share creative solutions to

make St Pancras the best possible workplace and

destination of choice for our guests.

• Proactively problem solve and seek to provide solutions

along with any identified issues - whilst you may not be able

to fix everything, coming up with ideas that can help can

also speed things up!

Guest Relations

• Welcome and acknowledge every guest with a smile, eye

contact, and a friendly verbal greeting, using the guest's

name when possible; thank guests with genuine

appreciation and provide a fond farewell.

• Address guests' service needs in a professional, positive,

and timely manner.

• Assist other employees to ensure proper coverage and

prompt guest service.

• Ensure place settings are appropriate and each guest has a

napkin, clean silverware, and any other item that is part of

the standard place setting

General Food and Beverage Services

• Communicate additional meal requirements, allergies,

dietary needs, and special requests to the kitchen.

• Set tables according to type of event and service

standards, including types of linens, glassware,

plate/chinaware, and silver/flatware, ensuring all

supplies meet quality standards.

• Assist your and other departments when needed to

ensure optimum service to guests.

• Maintain cleanliness of work areas throughout the day,

practicing clean-as-you-go procedures.

• Perform other reasonable duties as requested.

Banquet Room Set-up.

• Prepare coffee breaks, carts, and stations with

appropriate food and beverages as stated in Banquet

Event Order.

• Prepare tables, action stations, buffets, service carts,

dessert table/carts and cordial carts with specified

tools, wares and equipment according to company

standards.

• Ensure cleanliness of room vacuuming and dusting.
• Set up, operate, and troubleshoot audio-visual (AV),

projection, lighting, and conferencing equipment,

devices, and systems, ensuring all equipment is

operational prior to use.

Banquet Room Bussing and Cleaning

• Bus tables by removing and separating tableware, plate

ware, glassware, and flatware.

• Monitor tableware to ensure it is presentable to guests,

including checking for cleanliness, cracks, and chips.

• Break-down, remove, and secure AV equipment and

related equipment, devices, and systems promptly

following an event.

Banqueting

• Respond to and try to fulfill any special banquet event

arrangements requested by guest.

• Replenish buffet items to ensure consistency and

freshness in presentation from opening to closing.

• Follow up on special banquet event arrangements

requested by guest to ensure compliance.

• Assist and instruct guests/customers regarding proper

usage and operation of AV equipment and Internet.

Closing

• Secure liquors, beers, wines, coolers, cabinets, and

storage areas.

• Complete closing duties, including storing all reusable

goods, breaking down goods, cleaning all equipment

and areas, returning equipment to proper locations,

locking refrigerators, restocking items, turning off

lights, locking doors, and completing daily cleaning

checklist.

• Check with captain or supervisor before leaving at end

of shift.

Human Resources

• Support all new team members by sharing knowledge,

experiences, St Pancras Stories.

• Use all available on the job training tools to ensure you

are up to date with the most recent and relevant

information.

• Participate and support managers and supervisors in the

performance appraisal process, providing feedback as

needed and taking ownership for your own

performance and development.

• Establish and maintain open, collaborative relationships

with ALL team members.

Finance

• Whilst you may not be responsible for a multi-million

pound operation, you are responsible for its reputation!

• You are responsible for operating within Marriott

International’s policies and procedures and ensuring

that you sign off the relevant declarations should cash,

key or card handling become a regular part of your

role.

You’ll need to know your stuff

• Product (food & beverage), menu, operational, food

hygiene, service knowledge is essential.

• Product (banqueting room setups and service) is

essential.

• Knowledge of the overall hotel operations is essential

for this role to understand the part you play in the wider

guest experience.

• You must be proactive in learning new menu items,

beverage items and changes in service standards – you

are welcome to take copies of menu’s etc off shift with

you to be able to do this.

• Our guests must receive a consistent level of service the

first, second and fifth time they visit any of our F&B

outlets – if you do not keep up to date with changes

within the department, you will not be able to

successfully execute this.

• L2 Food Hygiene is preferred and you should work

towards achieving this if you don’t hold a certification

already.

• Attendance at Monthly departmental meetings and 1:1’s

is essential for you to have the knowledge you need in

your role.

You’ll be expected to deliver on the

following

• Maintain an exceptionally high standard of five star

luxury lifestyle service within The Booking Office, The

Hansom, MI+ME, In-Room Dining/Mini Bars and

banqueting operations (including banquet room setups

and banquet service)

• Attitude, grooming standard, body language and tone

need to be positive, supportive and on brand at all

times.

• This is a multi-functional role, which is based across all

venues and types of service delivery at the hotel. An

F&B Front of House Associate will multi task between

floor service, bartending, barista, hosting, banqueting

service and rooms setup on any given day and in any

outlet as directed by supervisors or managers.

• In addition, you must be fluent with correct food

handling and service procedures relating to food

hygiene, health, safety and allergy awareness.

• You must wear appropriate PPE (as provided by the

hotel) at all times and as directed when on property.

This can include face masks and gloves and any other

PPE as deemed appropriate or necessary at the

discretion of the company.

• You must ensure to respect all social distancing

measures as mandated by government and the

company, not only with guests but also between

associates.

• You are expected to carry out any other duties that may

be required by the hotel management team as the need

arises. Please note that this may include assisting departments other than F&B if required on either an adhoc or a continuous basis.

• Shift patterns for this role are not set and will require

you to be available for morning, afternoon or overnight

shifts as per the rota, on either an ad-hoc or continuous

basis. Requests for continuous specific shift patters

unfortunately cannot be agreed to. Individual requests

for specific or ‘one-off’ days off will be reviewed on a

case by case basis as they arise and may be granted for

a specific week however will unfortunately not be

granted on a continuous basis.

Communication

• Talk with and listen to other employees to effectively

exchange information.

• Provide assistance to coworkers, ensuring they

understand their tasks.

• Communicate with guests, other employees, or

departments to ensure guest needs are met.

• Discuss work topics, activities, or problems with

coworkers, supervisors, or managers discreetly and

quietly, avoiding public areas of the property.

Working with Others

• Support all co-workers and treat them with dignity and

respect.

Safety and Security

• Report work related accidents, or other injuries

immediately upon occurrence to manager/supervisor.

• Follow company and department safety and security

policies and procedures to ensure a clean, safe, and

secure environment.

• Identify and correct unsafe work procedures or

conditions and/or report them to management and

security/safety personnel.

• Use proper equipment, wear appropriate personal

protective clothing (PPE), and employ correct lifting

procedures, as necessary, to avoid injury.

• Follow policies and procedures for the safe operation

and storage of tools, equipment, and machines.

Policies and Procedures

• Protect the privacy and security of guests and

coworkers.

• Ensure uniform, nametags, and personal appearance

are clean, hygienic, professional and in compliance with

company policies and procedures.

• Protect company tools, equipment, machines, or other

assets in accordance with company policies and

procedures.

• Maintain confidentiality of proprietary materials and

information.

• Comply with quality assurance expectations and

standards.

• Follow all company policies and procedures.
• Perform other reasonable job duties as requested by

Supervisors.

Your key measure for the role

• TripAdvisor
• Brand Standard Audit
• Specific Guest Voice Navigator questions

You know you’re doing a great job

when

• Achieves a minimum of a P rating in annual

performance review

• Is being recognized by guests for extraordinary

hospitality and product knowledge

• The overall hotel BSA, GSS, ESS and Trip Advisor goals

are being achie

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.