Waiter - Camarero/a at Marriott… · Heroica…

POSITION SUMMARY

Serve food courses and alcoholic beverages to guests. Set tables according to type of event and service standards. Answer questions on menu selections. Communicate with the kitchen regarding menu questions, the length of wait, recook orders, and product availability. Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen. Record transaction in MICROS system at time of order. Check in with guests to ensure satisfaction with each food course and/or beverages. Maintain cleanliness of work areas, china, glass, etc., throughout the day. Complete closing duties, including restocking items, turning off lights, etc. Present physical and accurate check to guest and process payment.

Greet customers when they enter the shop, offer assistance in locating merchandise, and respond to questions regarding merchandise. Display merchandise in a neat, eye-appealing manner. Restock items as necessary, check expiration dates, and discard expired items. Keep storeroom neat and clean. Complete customer purchases, process all payment types, and process returns, refunds, and exchanges. Verify customer identification as required. Maintain appropriate cash levels in cash drawer, turn in all property monies and receipts, and ensure deposits/cash drops are verified. Follow checklist for opening and closing shop. Secure shop and monitor customer activity to prevent losses due to merchandise theft and damage.

Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

CRITICAL TASKS

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 property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).

• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.

• Complete appropriate safety training and certifications to perform work tasks.

• Organize and clean shop and equipment during shift, removing all trash, cleaning/dusting work area and organizing all retail items.

• Follow opening checklist and address any unresolved issues from the previous shift.

• Follow checklist for cleaning shop before closing to ensure shop is ready for opening.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Follow company and department policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Maintain confidentiality of proprietary materials and information.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors and/or Managers.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Thank guests with genuine appreciation, invite them to return and provide a fond farewell.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
• Assist other employees to ensure proper coverage and prompt guest service.
• Respond to customer questions regarding merchandise by providing information about product choices, uses, features, and pricing.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• 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.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Enter and locate work-related information using computers and/or point of sale systems.

General Food and Beverage Services

• Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
• 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.
• Follow appropriate procedures for serving alcohol (e.g., TIPs (Training for Intervention Procedures), CARE (Control Alcohol Risks Effectively)).

Assists Management

• Communicate with guests, other employees, or departments to ensure guest needs are met.

Closing

• 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.

Beverage/Coffee Cart

• Inspect the cleanliness and presentation all china, glass, and silver prior to use.

Steps of Service

• Present physical and accurate check and process payment, adhering to all cash handling and credit policies/procedures including added and received gratuity.
• Check in with guests to ensure satisfaction with each food course and/or beverages.
• Answer questions on menu selections, and check with kitchen staff whenever additional clarification is necessary.
• Communicate with the kitchen regarding the length of wait for food items, recook orders, and product availability.

Inventory

• Keep storeroom neat and clean at all times.

Stocking/Display

• Restock items as necessary based on demand and to maintain the visual appearance of merchandise displays.
• Check expiration dates and discard expired items.
• Display merchandise in a neat, eye-appealing manner that makes people want to buy.
• Place newspapers out for display, count and log amount.
• Fold and refold all retail-clothing items, including buttoning, zipping, and fastening belts on hung clothes.

Transactions

• Process all payment types properly, such as cash, checks, debit, gift certificates, or credit.
• Verify customer identification as required for check, credit card, and similar transactions.
• Comply with local, state, and federal laws and company guidelines when selling age restricted items.
• Complete customer purchases by scanning merchandise or inputting price into register quickly and accurately.
• Operate MICROS cash register equipment, (e.g., register scanner, handheld scanners, printer, handheld terminal, and signature capture device) to complete a sales transaction.
• Control, organize, monitor, and maintain appropriate cash levels in cash drawer.
• Process merchandise returns, refunds, and exchanges.

Shop Security

• Secure shop to prevent losses due to merchandise theft and damage.
• Monitor all customer activity in shop to identify any sign of trouble or theft and notify Security if needed.

Gift Certificates/Cards

• Ensure proper backup and safety precautions when handling gift certificate/card information.

Finance

• Turn in all property monies and receipts and return bank to safety deposit box.
• Ensure deposits/cash drops are verified by someone else, preferably management.
• Verify that the issued bank contains the correct amount and notify manager/supervisor if there is a discrepancy.

CRITICAL COMPETENCIES

Interpersonal Skills

• Customer Service Orientation
• Team Work
• Interpersonal Skills
• Diversity Relations

Communications

• Communication
• Listening
• Telephone Etiquette Skills
• English Language Proficiency
• German Basic

Personal Attributes

• Dependability
• Presentation
• Positive Demeanor
• Integrity
• Iniciative
• Safety Orientation
• Stress Tolerance
• Adaptability/Flexibility

Organization

• Multi-Tasking

Personal Attributes

• Information Retention

PREFERRED QUALIFICATIONS

Education

High school diploma/G.E.D. equivalent

Related Work Experience

At least 1 year of related work experience

Supervisory Experience

No supervisory experience is required.-

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.