Job Description

What's the job

The Outlet Supervisor / Senior Service Associate deliver exceptional customer focused service through adherence to InterContinental Hotels Group Policies and Procedures.

Your day-to-day

• Recycle wherever possible and enforce cost saving measures
• Communicate to supervisor for any difficulties, guest comments and other relevant information.
• Establish and maintain effective colleague working relationships.
• Attend and participate in daily briefings and other meetings as scheduled.
• Attend and participate in training sessions as scheduled.
• Deliver high service standards in accordance with departmental standards and procedures.
• Prepare for service by ensuring:

1. grooming is impeccable
2. outlet equipment are clean, sorted and stored
3. glassware / flatware is polished
4. chinaware is clean
5. waiter stations are prepared
6. cutleries are ready for buffet and table service
7. tables are set
8. reservations are ready and familiarised
9. special occasions are ready
10. music / lighting is on
11. outlet is ready and comfortable for service and guest

• Carry out effective service by ensuring:

1. guests are greeted and seated
2. daily specials are explained and upsold
3. food orders are taken quickly and processed accurately
4. trays and tray jacks are effectively used
5. payment methods are handled accurately
6. working areas are cleaned and re-set quickly
7. bar is clean

• Carry out effective beverage service by ensuring:

1. beverages are upsold and regularly replenished, abiding by responsible alcohol service regulations
2. converse with guests about wine, advise the types and styles of wine, take and serve wine orders
3. promote, sell, prepare and present cocktails to guests
4. coffee and tea is served in accordance with standard

• Take appropriate action to resolve guest complaints.
• Food and beverage stock is stored in relation to hotel procedures.
• Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines.
• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures.
• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly.
• Initiate action to correct a hazardous situation and notify supervisors of potential dangers.
• Log security incidents and accidents in accordance with hotel requirements.
• Perform related duties and special projects as assigned

What we need from you

• High School or Vocational Certificate in Hotel Management, Food & Beverage, or related field
• 2 years of related experience or an equivalent combination of education and experience
• Obtained alcohol awareness certification and/or food service permit or valid health/food handler card as required by local government agency
• Demonstrated ability to interact with guests, colleagues and third parties that reflects highly on the hotel, the brand and the Company.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?