Leads service teams during operations, protecting the guest experience through visible leadership, real-time coaching, and confident decision making. This role ensures colleagues remain focused on guests by removing obstacles and reinforcing service standards in the moment.
Responsibilities
Guest Experience Leadership
- Maintain a strong and visible presence on the floor throughout service
- Anticipate guest needs and guide colleagues to respond confidently and consistently
- Take ownership of guest concerns and ensure timely and thoughtful resolution
- Set the tone for calm, professional, and guest-focused service
Operational Oversight and Service Standards
- Ensure opening and closing procedures are completed and service areas are fully prepared prior to service
- Monitor table settings, cleanliness, and service readiness throughout operations
- Oversee service pacing and coordination to protect the guest experience
- Ensure food and beverage service is delivered according to established standards
- Support adherence to food safety and hygiene standards in accordance with HACCP requirements
Use of Systems and Tools
- Guide and support the accurate use of approved hotel systems, including the Oracle Simphony Point-of-Sale system, SevenRooms Table Management System, and Oracle OPERA Cloud Property Management System, to enable confident service execution and personalized guest experiences
Working Together
- Work closely with colleagues across Food and Beverage, Culinary, Front Office, Housekeeping, and other hotel teams to anticipate needs and protect the guest experience during service
Professional Standards
- Maintain a consistent and visible presence on the floor during service, prioritizing guests and team support
- Arrive punctually for every shift, prepared to lead, coach, and make operational decisions in the moment
- Participate actively in daily briefings and training to reinforce standards and confidence
- Actively participate in fire and life safety training and drills to ensure the safety and wellbeing of guests and colleagues
Other Responsibilities
- Attend all briefings, meetings, and trainings as assigned
- Ensure colleagues are prepared, on time, and correctly presented for service
- Maintain a high standard of professionalism and conduct at all times
- Perform other reasonable duties assigned by the Management of the Hotel