Job Summary 

Assist the Management team in ensuring that the restaurant is managed efficiently according to the established concept statement, providing warm and genuine service delivered with passion and dedication, exceeding our guests’ expectations at all times. Ensuring the smooth running of the department, managing their assigned section during their shifts with waiters. Lead their section team, ensuring every associate performs up to expectations and job requirements. The goal is to maintain efficiency during service through planning, preparation, adapting to the needs of the moment and through excellence of knowledge. We aim to achieve these goals through; thorough training, strong associate support, teamwork, and feedback. 

Essential Duties and Responsibilities

•Guest satisfaction

•Ensures to deliver the brand promise and always provide exceptional guest service.

•Exercise responsible behavior at all times and positively represent the restaurant team and Rosewood Hotels & Resorts

•Ensures that all guest and associate customer complaints are resolved in a quick and efficient manner.

•Maintains positive guest and associate interactions with good working relationships.

Operations

•Ensure that all associates have a complete understanding of and adhere to associate rules and regulations.

•Ensure high standards of personal presentation and grooming.

•Respond to changes in the food and beverage function as dictated by the industry, company, and hotel.

•To have a full knowledge of the menu, preparation methods, presentations, items characteristics and prices

•Ensure that you know the daily occupancy rate of the hotel, the number of arrivals and departures, SAGs guests.

•Be familiar with all the services/characteristics and sites of interest/activities in the neighborhood, current or upcoming events in Doha (festivals, cultural events) to answer precisely to guest requests.

•To have a full working knowledge of the restaurant floor plans and layout of all F&B offers.

•To have a full working knowledge Micros, Open Table & all other systems as required.

•Establish rapport with guests in a professional manner.

•Work towards a high level of guest recognition and build a full working knowledge of guest preferences.

•Ensure discretion and confidentiality with SAGs guests and ensure all information is given to the management for the reservation in-house database.

•Ensure all associates are always following the Order of Service and Standard Operating Procedures.

•Mentor associates as requested by management, following all correct training procedures and standards.

•Monitor associate development on the floor identifying training needs and any areas of concern.

•Assist in the cutlery and crockery stock takes.

•Ensure any ordering requirements are communicated accordingly.

•Assist management in any other BOH activities as required.

•Report for duty on time and prepared for your shift. Adhere to agreed break times.

•Ensure the correct opening and closing procedures are followed by all associates.

•Read all relevant emails ensuring all necessary information is communicated to all associates accordingly.

•Ensure that all stations are equipped with sufficient clean, polished cutlery / plates and other service wear for each meal period. Ensure all tables are laid in accordance with the SOP.

•Engage with and contribute to service briefings.

•Take instructions from your manager, anticipate their requirements.

•Control and manage your section in the restaurant whilst adhering to the Brand Standards Check list (a combination of LQA, Forbes and Rosewood Hotels & Reports Global Standards).

•Take and process orders, serve and clear food, relay tables, troubleshoot where necessary.

•Respond to any menu / drinks queries with knowledgeable, informative, and engaging answers.

•Ensure that individual Mise en Place for each order is known and placed on the table.

•Understand guests to be prioritized – SAGs, unhappy guests & regulars.

•Oversee and direct the waiters in your station at all times, provide guidance and support.

•Communicate guest preferences to reception team in order to build guest profiles.

•React promptly and deal with any issues, complaints, breakages & spillages.

•Communicate any issues to management promptly.

•Ensure a high level of cleanliness is maintained throughout the restaurant.

•Provide accurate discount and void reconciliations, following correct cashing up procedure.

•Ensure that all checklists are completed correctly and honestly.

•Respond to changes in the F&B function as dictated by the industry, company, and hotel.

•Grow and improve skills and abilities through the appropriate training, assessment, and performance.

•Present the bill and take payments.

•Handle all operating equipment carefully avoiding abuse and minimizing breakage. 

Standard Responsibilities

• Comply and adhere to the Rosewood company policies.

• Take on other tasks in addition to the ones stated, in a reasonable framework.

• Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.

• Model the company’s culture, vision, mission and core values at all times.

• Review Forbes / Rosewood Brand standards and quality standards (LQA) on a regular basis and ensure they are maintained and delivered at all times.

• Ensure new technology and equipment is embraced, improving productivity whilst taking work out of the system.

• Establish and maintain an inclusive environment by ensuring effective two ways communication processes are set up (individual reviews, regular departmental meetings).

• Lead by example in terms of appearance, mannerism, etiquette, behavior conduct, principles, and values. 

Confidentiality

Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and associates, unless otherwise stated.

Health & Safety

• Be aware of and comply with safe working practices as laid down under the Health and Safety rules, regulations, and procedures as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.

• The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.

• Report any defects in the building, plant, or equipment according to hotel procedure.

•Ensure that any accidents to associates, guests or visitors are reported immediately in accordance with correct procedures.

•Attend Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.

•Be fully conversant with:

oRegulations

oRisk Assessments for your department

oHotel Fire & Bomb Procedures 

Other

• The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.

• As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.