Fresh Jobs at Lilygate Hotel

Division: Food and Beverage
Job Grade: 4
Occupational Level: Semi Skilled
Occupational Category: Service and Sales Workers
Skills Programme Framework Level: Food Service Skills Program

Duties

• Dispenses and serves liquor and beverages over the counter to GUESTS or to service personnel.
• Requisitions, collects and stores beverage and other stocks in the bar area.
• Maintains the bar and equipment in a clean condition, washes glasses and cleans equipment and is responsible for stock, beverage costs, surpluses and shortages, cash floats and is required to assist with stock taking.
• The employee is familiar with and performs to the minimum GUEST Service Standards laid down within his/ her area of work and responsibility.

Duties, Responsibilities and Performance Standards

Liquor and Beverage Service
The requirements of this key result area will have been satisfactorily performed when:

• The job incumbent dispenses liquor and/ or beverages, mixes cocktails or serves food in service areas as designated by Management, whilst maintaining a high standard of GUEST service and courtesy.
• Correct charges are made for items dispensed and payment is collected from GUESTS. A cash float is maintained and the job incumbent is responsible for any shortages thereof or shortages in cash against revenue readings.
• The job incumbent operates the sale of liquor and beverages to maintain the required surplus as directed by Management.
• The provisions and regulations as contained in the Liquor Act, as amended, and as are applicable to the service area(s), are adhered to.
• The service and bar area(s) is maintained in a clean state, glasses washed, empty bottles and containers removed, dirty ashtrays changed at the pool area, counters wiped, etc.
• Sufficient stocks of wines and other beverages as listed on any drinks list are maintained at all times.
• All work is carried out in an organised and efficient manner taking into account work priorities and laid down procedures.

Bar Stocks and Equipment
The requirements of this key result area will have been satisfactorily performed when:

• All bar liquor and beverage stocks and supplies are timeously requisitioned, collected, correct stock levels maintained and stocks stored under optimum conditions.
• Stock is taken of all beverages at specified intervals and required records are maintained. Standard bar stocks including glassware are controlled through the correct handling, storage and stock counts of such stocks, in order to minimise loss through waste, theft and breakage.
• Control is maintained to ensure operating equipment is used properly and not abused e.g. serviettes and waiter's cloths used for cleaning.
• All bar and area furnishings and fittings are maintained in a good state of repair and where necessary faults and defects are reported to Maintenance Department and actioned without delay.
• Control is maintained; empties are sorted and returned to the designated area.
• All work is carried out in an organised and efficient manner taking into account work priorities and laid down procedures.

Interpersonal Relationships
The requirements of this key result area will have been satisfactorily performed when:

• Other members of STAFF are dealt with in a polite and helpful manner at all times.
• Essential information required by the organisation is accurately communicated to the appropriate personnel and any differences of opinion with other members of STAFF are dealt with in a manner that maintains goodwill and respect and avoids offence and conflict.
• Management is kept informed in an appropriate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from Management when necessary.
• Instructions from Management are treated constructively and acted upon

GUEST Satisfaction:

• GUESTS are greeted in a polite and friendly manner..
• GUEST needs and requirements are anticipated and acted upon as soon as possible and GUEST enquiries and requests are dealt with promptly and efficiently. Requests outside area of authority are referred immediately to an appropriate person and requests are followed through to ensure GUEST satisfaction.
• Dissatisfied GUESTS are acknowledged immediately and attended to without delay. The GUEST is assured that the complaint will receive immediate attention and such complaints are resolved within the individual's ability or are referred to the appropriate person. Complaints are followed up where appropriate to ensure satisfactory action is taken.

General and other Duties

• The above GUEST Service Standards Description identifies the key areas of responsibility of the position and is not an all encompassing description of duties and tasks. This GUEST Service Standards Description may be subject to review from time to time.
• The job incumbent will be required to perform similar such duties or tasks in any area of the Hotel as may be designated by Management from time to time.
• The job incumbent will be required to attend training courses as required and continually strive for the improvement of own knowledge and skills.
• The job incumbent will be required, at all times, to maintain a high standard of personal appearance and hygiene and ensure that dress and attire meet with the Hotel's requirements and do not detract from the desired image of the Hotel.
• The job incumbent will, at all times, be required to render the highest level of courtesy and service to Hotel GUESTS even where such service may fall beyond the incumbents main duties or scope of this position.

Job Specification

• Literacy: Must be able to read and write in order to read stock sheets, wine lists, cocktail lists, order dockets as well as compile stock reports and write out stock requisitions.
• Numeracy: Must be able to do a basic count of stock items, cutlery, crockery, linen items, etc and perform basic addition, subtraction, multiplication and division to deal with GUEST bills and receive payment and process change.
• Language: English for the purposes of communicating with GUESTS and management.
• Physical: Must be able to perform physical dexterous tasks such as operating a cash register and operating bar equipment as well as being physically able to lift heavy items such as crates of beverages. Must be able to remain on his/her feet for lengthy periods of time.
• Competency: The employee is able to consistently apply the skills and knowledge requirements of the job position in order to meet and exceed the minimum GUEST Service Standards laid down.

go to method of application »

Reports To: Front Office Manager

Position Summary

• Represents the hotel to the guest throughout all stages of the guest's stay.
• Determinate's a guest's reservation status and identifies how long the guest will stay. Helps guests complete registration cards and then assigns rooms, accommodating special requests whenever possible.
• Verifies the guest's method of payment and follows established credit-checking procedures.
• Places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel.

Receptionist Duties and Responsibilities

• Register guests and assigns rooms. Accommodates special requests whenever possible.
• Assists in preregistration and blocking of rooms for reservations.
• Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures.
• Understands room status and room status tracking.
• Knows room locations, types of rooms available, and room rates.
• Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Knows the location and types of available rooms as well as the activities and services of the property.
• Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early chek-ins, special requests, and day use rooms.
• Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
• Maintains guest room key storage, and maintains and supervises access to safe deposit boxes.
• File room keys ( only for manual room key hotels)
• Knows how to use front office equipment.
• Process guest check-outs.
• Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange,
• Follows procedures for issuing and closing safe deposit boxes used by guests.
• Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work.
• Uses proper telephone etiquette.
• Performs cashiering tasks like bill / invoice settlement, posting charges to the guest, paid out's , Foreign currency exchange etc.
• Uses proper mail, package, and message handling procedures.Courier Mail Register
• Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.
• Attends department meetings.
• Reports any unusual occurrences or requests to the manager or assistant manager.
• Knows all safety and emergency procedures, Is aware of accident prevention policies.
• Maintains the cleanliness and neatness of the front desk area.
• Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.

Prerequisites

• Education: B.Sc graduate, must speak, read, write, and understand English language.
• Experience: Previous hotel-related experience desired.
• Physical: Requires fingering, grasping, writing, standing, sitting, walking, repetitive motions, hearing, visual acuity, and may on occasion have to lift and carry up to 40 pound.