With a real focus on performance, people, quality, profit and communities, RBH transform hotels.

• Act with INTEGRITY
• Deliver EXCELLENCE
• Have the AMBITION to continuously improve, and
• Show that we CARE

This role contributes to RBH’s vision by working with the hotel team to attract, retain and develop an engaged team who deliver exceptional service at every opportunity.

This role contributes to RBH’s Purpose by providing exceptional service to all prospective and current guests of the hotel, ensuring hotel quality standards are maintained whilst achieving maximum revenue and guest satisfaction. To assist with the smooth and efficient operation of the breakfast and Public Area, ensuring facilities are maintained to the standards required

Contribute to business growth by delivering an exceptional breakfast experience for guests. Maintain cleanliness across all public and back-of-house areas of the hotel, ensuring all spaces meet company standards at all times.

Operational

·      Ensure smooth and efficient running of service during breakfast time.

·      To comply with all company and hotel standards, according to the standards manual and mission statements.

·      Greet, seat and service all guests in a friendly manner and to maintain the highest level of hospitality / customer care and be fully conversant with the hotel’s complaint procedure.

·      Keep the Restaurant and Great Room area clean, meeting food hygiene regulations at all times and maintain and clean service area

·       Inform customers of menu changes

·      Answer questions about our food, beverages and restaurant functions and services

·      Provide guests with estimated waiting time

·      Deliver food and beverages from kitchen to customers in a timely manner

·      Clear and reset tables and restock products as needed

·      Be ready and willing to assist fellow team members as situations arise

·      Be ready and willing to wash up when necessary

·      Be available to fill in as needed to ensure the smooth and efficient operation of the breakfast

·      To ensure that the mise-en-place and the ordering of stocks is carried out according to the check lists and business levels.

·      Remain in the Restaurant on opening for service to greet and seat customers and co-ordinate staff.

·      Pay attention to guests and thereby anticipate their needs.

·      To comply with and act in accordance with all Company fire regulations during Breakfast and lunch.

·      To comply with the Alcohol Licensing Act 2003

·      To comply with Food Safety procedures

·      To be present, on time for duty as per roster and comply with time and attendance policies

·      Actively participate in training and development programs and maximise opportunities for self-development

·         To ensure high standards of cleanliness are maintained throughout in order to reflect the brand standards on all occasions.

·      To display ‘can do’ attitude at all times

Customer Service

·      Demonstrate service attributes in accordance with industry expectations and company standards including:

·  Being attentive to Guests

·  Maintaining professionalism

·  Accurately and promptly fulfilling Guests requests

·  Anticipate Guests needs

·  Maintain a high level of knowledge which affects the Guest experience

·  Demonstrating a ‘service’ attitude

·  Taking appropriate action to resolve guest complaints

·      Appreciate the dynamic nature of the Hotel Industry and extend these service attributes to all internal customers guests at all times and attempts to learn and use guests name at every opportunity 

·      Does everything possible to ensure that the guests depart the hotel with a positive impression of the hotel service

·      Attends to guests complains inquiries refers problems to Guest Service Manager / Front Office Manager if unable to assist

Quality

·      Ensure our guest receive an exceptional level of service and want to return

·      Anticipate guests need s and provide service to exceed their expectations

·      Take appropriate action with regards to guest feedback

·      Comply with brand hotel and company operating standards

·      Adhere to departmental standards of performance

·      Ensure routine maintenance is carried out in your areas of responsibility reporting any damage wear and tear

·      Assist with ongoing departmental cleaning collect any litter remove /report hazards

·      Understand departmental risk assessments and be trained against them

q  For minimal guest complaints to be received for cleanliness issues

q  Compliance with brand standards

q  Experienced cleaner in a quality establishment

q  An eye for detail and attention to detail

q  Must be flexible to work weekends and varying shifts

q  Knowledge of health & safety

q  Good communicator with peers

o   Cleaning designated public areas such as corridors, lifts, lobbies, offices, reception areas, F&B areas, leisure club, spa, laundry room, changing rooms and meeting rooms.

o   Performing cleaning tasks efficiently and to a high standard within a fast-paced environment.

o   Consistently following company health and safety protocols and procedures including adherence to COSHH guidelines.

o   Promote positive health & safety standards within the public areas ensuring the safety of our guests & employees (i.e. wet floors are resolved to prevent slips).

o   Service room cleaning requests when required by the duty manager based on business needs.

·     

People

·      Maintain good working relationships with colleagues

·      Attend training when required

·      Constantly improving product knowledge to maximise revenue and services provided

·      Attend regular briefing sessions and hotel meetings when required

·      Take a responsible approach towards timekeeping and attendance at work to ensure the department runs efficiently at all times and to assist in the event of absence cover

·      Have excellent personal presentation and adhere to the company standards of appearance at all times

·      Maintain high levels of enthusiasm and commitment to every task undertaken

·      Be responsible for your own personal development at work and strive to be the best in what you do, taking care and pride in your work

·      Participate in your annual review discussion and any subsequent conversations to review performance and objectives.

Health, Safety and Security

·      Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety and adhere to HACCAP regulations

·      Familiarise yourself with emergency and evacuation procedures

·      Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of the line manager

General

·      Comply with the Company’s corporate code of conduct

·      Familiarise yourself with the company values and model desired behaviors

·      Perform tasks as directed by the Manager in pursuit of the achievement of business goals

·      Comply with Hotel Rules and Regulations and provisions contained in the Employment Handbook

Comply with Company Grooming Standards. Maintains exemplary department standards of behavior and appearance and attitude as expected by the Hotel Group

With a real focus on performance, people, quality, profit and communities, RBH transform hotels.

• Act with INTEGRITY
• Deliver EXCELLENCE
• Have the AMBITION to continuously improve, and
• Show that we CARE

This role contributes to RBH’s vision by working with the hotel team to attract, retain and develop an engaged team who deliver exceptional service at every opportunity.

This role contributes to RBH’s Purpose by providing exceptional service to all prospective and current guests of the hotel, ensuring hotel quality standards are maintained whilst achieving maximum revenue and guest satisfaction. To assist with the smooth and efficient operation of the breakfast and Public Area, ensuring facilities are maintained to the standards required

Contribute to business growth by delivering an exceptional breakfast experience for guests. Maintain cleanliness across all public and back-of-house areas of the hotel, ensuring all spaces meet company standards at all times.

Operational

·      Ensure smooth and efficient running of service during breakfast time.

·      To comply with all company and hotel standards, according to the standards manual and mission statements.

·      Greet, seat and service all guests in a friendly manner and to maintain the highest level of hospitality / customer care and be fully conversant with the hotel’s complaint procedure.

·      Keep the Restaurant and Great Room area clean, meeting food hygiene regulations at all times and maintain and clean service area

·       Inform customers of menu changes

·      Answer questions about our food, beverages and restaurant functions and services

·      Provide guests with estimated waiting time

·      Deliver food and beverages from kitchen to customers in a timely manner

·      Clear and reset tables and restock products as needed

·      Be ready and willing to assist fellow team members as situations arise

·      Be ready and willing to wash up when necessary

·      Be available to fill in as needed to ensure the smooth and efficient operation of the breakfast

·      To ensure that the mise-en-place and the ordering of stocks is carried out according to the check lists and business levels.

·      Remain in the Restaurant on opening for service to greet and seat customers and co-ordinate staff.

·      Pay attention to guests and thereby anticipate their needs.

·      To comply with and act in accordance with all Company fire regulations during Breakfast and lunch.

·      To comply with the Alcohol Licensing Act 2003

·      To comply with Food Safety procedures

·      To be present, on time for duty as per roster and comply with time and attendance policies

·      Actively participate in training and development programs and maximise opportunities for self-development

·         To ensure high standards of cleanliness are maintained throughout in order to reflect the brand standards on all occasions.

·      To display ‘can do’ attitude at all times

Customer Service

·      Demonstrate service attributes in accordance with industry expectations and company standards including:

·  Being attentive to Guests

·  Maintaining professionalism

·  Accurately and promptly fulfilling Guests requests

·  Anticipate Guests needs

·  Maintain a high level of knowledge which affects the Guest experience

·  Demonstrating a ‘service’ attitude

·  Taking appropriate action to resolve guest complaints

·      Appreciate the dynamic nature of the Hotel Industry and extend these service attributes to all internal customers guests at all times and attempts to learn and use guests name at every opportunity 

·      Does everything possible to ensure that the guests depart the hotel with a positive impression of the hotel service

·      Attends to guests complains inquiries refers problems to Guest Service Manager / Front Office Manager if unable to assist

Quality

·      Ensure our guest receive an exceptional level of service and want to return

·      Anticipate guests need s and provide service to exceed their expectations

·      Take appropriate action with regards to guest feedback

·      Comply with brand hotel and company operating standards

·      Adhere to departmental standards of performance

·      Ensure routine maintenance is carried out in your areas of responsibility reporting any damage wear and tear

·      Assist with ongoing departmental cleaning collect any litter remove /report hazards

·      Understand departmental risk assessments and be trained against them

q  For minimal guest complaints to be received for cleanliness issues

q  Compliance with brand standards

q  Experienced cleaner in a quality establishment

q  An eye for detail and attention to detail

q  Must be flexible to work weekends and varying shifts

q  Knowledge of health & safety

q  Good communicator with peers

o   Cleaning designated public areas such as corridors, lifts, lobbies, offices, reception areas, F&B areas, leisure club, spa, laundry room, changing rooms and meeting rooms.

o   Performing cleaning tasks efficiently and to a high standard within a fast-paced environment.

o   Consistently following company health and safety protocols and procedures including adherence to COSHH guidelines.

o   Promote positive health & safety standards within the public areas ensuring the safety of our guests & employees (i.e. wet floors are resolved to prevent slips).

o   Service room cleaning requests when required by the duty manager based on business needs.

·     

People

·      Maintain good working relationships with colleagues

·      Attend training when required

·      Constantly improving product knowledge to maximise revenue and services provided

·      Attend regular briefing sessions and hotel meetings when required

·      Take a responsible approach towards timekeeping and attendance at work to ensure the department runs efficiently at all times and to assist in the event of absence cover

·      Have excellent personal presentation and adhere to the company standards of appearance at all times

·      Maintain high levels of enthusiasm and commitment to every task undertaken

·      Be responsible for your own personal development at work and strive to be the best in what you do, taking care and pride in your work

·      Participate in your annual review discussion and any subsequent conversations to review performance and objectives.

Health, Safety and Security

·      Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety and adhere to HACCAP regulations

·      Familiarise yourself with emergency and evacuation procedures

·      Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of the line manager

General

·      Comply with the Company’s corporate code of conduct

·      Familiarise yourself with the company values and model desired behaviors

·      Perform tasks as directed by the Manager in pursuit of the achievement of business goals

·      Comply with Hotel Rules and Regulations and provisions contained in the Employment Handbook

Comply with Company Grooming Standards. Maintains exemplary department standards of behavior and appearance and attitude as expected by the Hotel Group