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Cape Town

    Events Service Expert - Cape Town, South Africa - Protea Hotels

    Protea Hotels
    Protea Hotels Cape Town, South Africa

    5 days ago

    Default job background
    Full time
    Description

    POSITION SUMMARY

    Prepare coffee breaks, carts, and stations with appropriate food and beverages as stated in Banquet Event Order. Prepare tables, action stations, buffets, service carts, dessert table/carts and cordial carts. Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen. Ensure courses are cleared and tables are properly crumbed. Respond to and try to fulfill any special banquet event arrangements. Replenish buffet items to ensure consistency and freshness in presentation. Monitor tableware to ensure it is presentable to guests. Monitor and maintain cleanliness, sanitation, and organization of assigned station and service areas. Bus tables by removing and separating tableware, plateware, glassware, and flatware.

    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, 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. Support team to reach common goals. Ensure adherence to quality expectations and standards. Read and visually verify information in a variety of formats 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 pounds without assistance and objects weighing in excess of 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. Perform other reasonable job duties as requested.

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

    • Policies and Procedures

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

    • Guest Relations

  • Address guests' service needs in a professional, positive, and timely manner.
  • Thank guests with genuine appreciation and provide a fond farewell.
  • Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines 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).
  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
  • Assist other employees to ensure proper coverage and prompt guest service.
  • 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.
  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

    • Communication

  • Speak to guests and co-workers using clear, appropriate and professional language.
  • Talk with and listen to other employees to effectively exchange information.
  • Provide assistance to coworkers, ensuring they understand their tasks.
  • 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.

    • Quality Assurance/Quality Improvement

  • Comply with quality assurance expectations and standards.

    • Physical Tasks

  • Read and visually verify information in a variety of formats 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 pounds without assistance and objects weighing in excess of 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.
  • Move 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

  • Follow appropriate procedures for serving alcohol TIPs (Training for Intervention Procedures), CARE (Control Alcohol Risks Effectively)).
  • Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen.
  • Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
  • 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.

    • Assists Management

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

    • Greeting and Seating

  • Thank every guest upon departure, invite them to return, and wish them a fond farewell.
  • Ensure place settings are appropriate and each guest has a napkin, clean silverware, and any other item that is part of the standard place setting.

    • Closing

  • Check with captain or supervisor before leaving at end of shift.

    • Beverage/Coffee Cart

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

    • Steps of Service

  • Check in with guests to ensure satisfaction with each food course and/or beverages.
  • Monitor and maintain the cleanliness of assigned tables including ensuring courses are cleared according to department standards and tables are properly crumbed when appropriate.

    • Banquet Room Set-up

  • Monitor and maintain cleanliness, sanitation, and organization of assigned station and service areas.
  • Prepare coffee breaks, carts, and stations with appropriate food and beverages as stated in Banquet Event Order.
  • Prepare tables, action stations, buffets, service carts, dessert table/carts and cordial carts with specified tools, wares and equipment according to company standards.

    • Banquet Room Bussing and Cleaning

  • Bus tables by removing and separating tableware, plateware, glassware, and flatware.
  • Monitor tableware to ensure it is presentable to guests, including checking for cleanliness, cracks, and chips.

    • Banquets

  • Respond to and try to fulfill any special banquet event arrangements requested by guest.
  • Replenish buffet items to ensure consistency and freshness in presentation from opening to closing.
  • Follow up on special banquet event arrangements requested by guest to ensure compliance.

    • Interpersonal Skills

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

    • Communications

  • English Language Proficiency
  • Listening

    • Personal Attributes

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

    • Physical Abilities

  • Physical Strength
  • Proper Lifting Techniques

    • Education

    High school equivalent

    Related Work Experience

    Less than 1 year related work experience

    Supervisory Experience

    No supervisory experience is required

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