To act as a personal representative of the hotel by providing guests with the service that reflects the high standards of the Fairmont Royal York. Overall dining experience is essential, therefore, you, the server, must have a thorough understanding of the operation, the menus, including the wine menu, a la carte menus and all other promotional menus in order to suggestively upsell benefiting the hotel, it’s shareholders and yourself.
- To report to duty punctually, in order to maintain the integrity of co-workers and guests
- To consistently offer personal, friendly and efficient service
- To clear all dishes, to deliver meals and to present cheques in a professional and discreet manner
- To have full knowledge of the menu, beverage lists in your outlet and all other special promotions taking place in the hotel
- To take corrective action when dealing with dissatisfied guests, as the main goal is to have the guest leave happy
- To be knowledgeable of all menu items, their garnishes, contents and preparation methods. To be prepared to answer any guest questions about menu items in a direct and concise way
- To maintain teamwork and good work ethics with all guests (internal and external) by assisting co-workers with any duties, without compromising the guests’ dining experience
- To understand shift end reports, have knowledge of non-cash/cash transactions and procedures for depositing monies into safe or collecting due backs
- To have read and understood all hotel policies and procedures and departmental standards as outlined in the employee handbook
- To understand the concept, hours of operation, procedures for order taking, writing reservations, table setting and guest service standards of the restaurant
- To be aware of safety and sanitation when handling food and beverage
- To understand each work section and all side duties that may be assigned to you
- Attend pre-shift, weekly and monthly meetings to ensure open lines of communication between all employees
- To fully understand and follow the hotel’s recycling program and procedures
- Immediately report any accidents that happen (regarding a guest, a co-worker or yourself) to your manager
- To express your concerns, suggestions or comments on how to improve the guests’ experience or ways to improve the operation as a whole
- To understand how to operate all the equipment used in the outlet
- To understand all other outlets, services and offices in the hotel (location, hours of operation and offerings)