• Maintain a high customer service focus by approaching your job with the customers always in mind.
• Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
• Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
• Actively promote the services and facilities to guests and suppliers of the hotel.
• Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
• Actively seeking verbal feedback from customers and staff at every opportunity.
• Agree on and implement actions to make improvements to customer service.
• Positively deal with and learn from customer complaints and comments with follow-up and feedback to the Catering Sales Manager / Food & Beverage Director.
• Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before guests ask.
• Knowledgeable of MO departmental standards.
• Able to explain the standards to the team and Managers, assessing team members against these standards.
• Monitor standards through regular standards review checks.
• Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service, implementing and following through with improvements identified.