F&B Service Expert (Crossroads Cafe)

Position Summary Our jobs aren’t just about putting food on the table that our guests will enjoy until they ask for their bill. Instead, we want to build an experience that is memorable and unique – with food and drinks on the side. Our Guest Service Experts take the initiative and deliver a wide range of services to make sure that guests enjoy their meal. Whether setting tables, communicating with the kitchen, interacting and serving guests, or cleaning work areas and supplies, the Guest Service Expert makes transactions feel like part of the experience. 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. Guest Service Experts will be on their feet and moving around (stand, sit, or walk for an extended time; moving over sloping, uneven, or slippery surfaces), managing the menu (read and visually verify information), and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance and 50 pounds with assistance; reach overhead and below the knees, including bending, twisting, pulling, and stooping). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Service Experts – to get it right for our guests and our business each and every time. 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. 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. 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 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. Communication • Speak to guests and co-workers using clear, appropriate and professional language. • 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. • 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 • Read and visually verify information in a variety of formats (e.g., small print). • 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 25 pounds without assistance and objects weighing in excess of 50 pounds with assistance. • Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. • Move over sloping, uneven, or slippery surfaces as well as up and down stairs and/or service ramps. • Reach overhead and below the knees, including bending, twisting, pulling, and stooping. • General Food and Beverage Services • Maintain cleanliness of work and guest areas by clearing, collecting and returning food and beverage items to proper area. • 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 stan…