Assure that guests receive a service adapted, when possible, to their preferences, needs, life styles, and forms of working and interacting (FEEL AT EASE):
- Assure good relationship with guests, acting as a representative of the Company and ensuring that all of them have an experience adjusted to their preferences and needs.
- Attend with a smile to customers, being visible for them at all times helping to resolve their doubts and find the right solution.
- Offer our different products and options in the menu. Be proactive and motivational for his/her team.
- Make sure that the specific requirements of the guest are correctly fulfilled and coordinate with corresponding hotel department that requirements are delivered as promised.
- Lead by example: the guest is our number 1 priority, coordinate the team in order to create an excellent service attitude.
- Promote the image of NH as a professional organization.
- Guarantee that guests feel accompanied and supervised every moment, as well as to make sure that a clear and visible identification with the local gastronomy of the city is given. (FEEL THE PLACE):
- Identify and coordinate with the Hotel Director the offer and visibility of typical dishes of the city or destination.
- Guarantee and keep product's exclusivity.
- Maintain a direct and frequent contact with guests, especially during the most important moments of their stay, like breakfast, lunch, dinner and/or any events or meeting (banqueting, coffee breaks, etc.)
- All F&B outlets on hotel level should be kept clean and in a good shape, so that it is a place where guests feel welcome and can be at ease, feel and experience the place.
Ensure that NH Hotels is a reference of quality that exceeds the expectations of our guests. Make them feel special through details and surprises that exceed their expectations (FEEL SPECIAL):
- Demonstrate an excellent knowledge of guests who visit frequently, paying attention to their preferences and proactively offering them these services during their next stay.
- Ensure that quality standards for the F&B Department are met and even exceeded.
- Be a reference and an example for the F&B team, customizing the behavior and values of the brand, so that they are interiorized by each of our employees.
- Be present and visible to our guest and staff in moments where it matters, like lunch or dinner.
- Lead by example, customizing the behavior and values of the brand, so that they are lived by each of our employees.
- Communicate and give feedback in a correct way; listen and show empathy.
- Surprise your team by being a great coach, mentor, team player and leader.
- Surprise our guests by exceeding their expectations.
- Be the best host that customers have experienced during a hotel stay.
Build customer and employees loyalty through the enhancement of products and services offered by the hotel (BRILLIANT BASICS).
- Organize, coordinate and assign activities and tasks for F&B staff.
- Supervise F&B set ups for any event according the information communicated provided by hotel in-house commercial department .
- Supervise service and customer care of all employees under his/her supervision and manage daily revenue of events, banquets and consumptions from any outlet or event .
- Food and beverage cost and stock control
- Analyze payroll costs related to F&B department (Analyze need of outside labor).
- Identify opportunities to increase the F&B dept. income
- Detect areas where improvement can be implemented without reducing od minimizing the high level of service and Quality given at NH hotels
- Fulfill any corporate or BU process and procedure related to product set ups, quality and service.
- Ensure that all employees take care of their appearance and behaviors, excellently representing the identity of NH Hotels.
- Train, develop, motivate and encourage the team on a daily base in order to achieve the best possible result.
- Support training initiatives in line with the business needs and Investors in People.
- Maintain staff efficiency and morale in the restaurant at the highest level.
- Communicate and give feedback in a correct way; listen and show empathy.
- Manage the orders of the hotel's restaurant, according to the existing stock in order to contact with the suppliers if necessary.
- Ensure that all employees take care of their appearance and behaviors, excellently representing the identity of NH Hotels.
Manage VIP guests:
- Assure that VIP list is communicated to F&B team on a daily basis.
- Reserve and assign tables to VIP guests.
- Introduction to Head Chef during lunch and dinner (where applicable)
- Personal welcome and good-bye to VIP guests.
- Minimum five years' experience as HOD / Head waiter in hotels.
- International Hospitality experience is an advantage
- Expertise and technical knowledge in: serving tables, open bottles of wine, products available for the customers in the hotel, knowledge of all types of beverages (cocktails, appetizers, digestives, etc.).
- High and professional level of English
- Availability to work in shifts and on weekends.
Se ofrece The position is based in Santiago de Chile, and reports directy to the Hotel Director
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