To promote and ensure guest satisfaction, achieved through developing and maintaining a strong team environment, placing emphasis on staff satisfaction and delivery of prompt, courteous, correct service. The supervisor is accountable for sales and profit in his/her area.

 

AIMS AND OBJECTIVES

1.     2.     3.     4.     5.     6.      Operations

  • Open and close shift in accordance with manager’s checklist
  • Initiate guest interaction through seeking and soliciting feedback from guests.
  • Train, maintain and enforce all Marriott service standards using records, menus and appropriate reference materials.
  • Properly execute revenue and check control procedures on shift.
  • Handle daily associate relations (e.g. scheduling, time adjustments).
  • Maintain a safe and sanitary working environment for all associates and guests.
  • Gather and implement all proper tools for running shift (e.g. schedules. Floor plans, reservations, checks).
  • Ensure room set up is completed appropriately and to customer requirements.
  • Find solutions for problems such as call outs, last minute bookings or any other problems that may arise.
  • During shift, ensure that guests are satisfied by assisting with serving, seating, and communication with kitchen and by striving to speak to all guests.
  • Be on the floor during entire service period and ensure adequate coverage.
  • Ensure that only quality product is being served.
  • Monitor hours and staffing on a daily basis with accurate scheduling in line with forecast and budget guidelines.
  • Ensure that all sidework is done on a daily basis.
  • Maintain proper associate uniform standards.
  • Manage an effective repair and maintenance program through the use of work orders, inspections etc.
  • Assist any associate in his / her job performance, when required, to ensure guest satisfaction.
  • Understand and teach empowerment principles to ensure guest satisfaction.
  • Exercise station rotation to ensure stations are distributed fairly.
  • Human resources

  • Implement an effective training program for new and current associates using use records, menus and appropriate reference manuals.
  • Encourage problem solving by associates through proper training and empowerment.
  • Establish effective communication with staff to gain their trust and respect.
  • Maintain fair and consistent counselling and/or disciplinary procedures in accordance with Company procedures and with the support of the HR team.
  • Attend internal meetings as required.
  • Demonstrate positive inter-departmental attitude.
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  • Communicate directly, and / or through the use of the log book, to next shift supervisor.
  • Identify and recommend incentive programs, new ideas and methods of operation.
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    To comply with all Health and Safety procedures associated with the department at all times. This relates to:

    ·                             Standards and procedures of correct working practices

    ·                             The completion of risk assessments

    ·                             COSHH regulations

    ·                             Use of Personal Protective Equipment

     

    2.      

    3.     and at all times striving to represent the Company in the most professional, courteous and efficient manner possible.

    PERSON SPECIFICATION

    Qualifications/Experience

    ·       Written / verbal communication skills.

    ·       Able to work with teams.

    ·       Demonstrated hospitality skills.

    ·        

    Personality:

    ·       Organised and committed

    ·       Self motivated, able to work on own initiative

    ·        Hours of Work:

    • 40 per week worked 5 days in 7

    Due to the nature of our business you will be expected to work anti-social hours.  Flexibility toward week-end, early morning or late evening working is a pre-requisite of this employment.


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