Position Title: Breakfast Service Team-member
Department: Rooms Department
Accountable To: Guest Service Manager/Supervisor/Assistant -
General Manager
Supervises: No positions
Category: Non-Exempt
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Company Profile
Our company is comprised of strategic business units including
Pinnacle Development; Pinnacle Restaurants; and Pinnacle
Hospitality. Pinnacle Hospitality's overarching mission is to be
the most respected hospitality organization in the United States,
as measured by the loyalty of our team members, our customers, our
financial stakeholders and the communities in which we live and
operate. Pinnacle Hospitality is solely owned by Mr. C.V. Shanbhag
and was founded in 1999.
Pinnacle Hospitality is affiliated with Hilton Hotels, Marriott,
Wyndham, InterContinental Hotels Group and Summit Pointe Event
Center. As Pinnacle Hospitality ventures forward, our vision is to
position ourselves as a leading Hospitality management company with
the priority of providing individualized service to maximize the
success of every property we manage.
Our Service Standards Greet All Guests Use the Guests Name Thank
our Guests Take Pride in your Appearance Have Pride in your
Surroundings Maintain a "Service Posture" Be Knowledgeable about
the property
Own the Situation Use Proper Phone Etiquette Anticipate Guests
Needs Escort the Guest
Always be RESPECTFUL to guests and team members
Primary Objective of Position
To increase guest satisfaction by providing efficient and
courteous customer service in accordance with the standards of the
hotel; brand and Pinnacle Hospitality.
Understands and implements Pinnacle Hospitality's Pledge,
Values, and culture at all time
Provides breakfast service in a timely manner in keeping with
brand and hotel standards.
Job Requirements
This is an excellent opportunity for highly motivated team
members who want to join an innovative, creative and work for a
growing company. The ideal candidate will have demonstrated the
ability to drive customer service satisfaction, maximize room
revenue and occupancy, exhibit good customer service skills and
provide an environment where team members can achieve high customer
service scores.
Education
- Must have high school graduate level mathematical aptitude;
know standard cash handling procedures and knowledge of
computerized cash register systems.
- Must have past experience in dealing directly with the public
and acquired a general knowledge of basic customer service
skills.
- Must be fluent in oral and written English.
- High School diploma or equivalent
Experience
- Prior Guest Service experience in a similar hotel/brand is
preferred
- Brand experience is recommended
- Special consideration will be given to those who exhibit
exemplary performance.
- Valid driver's license
Technological Proficiency
- Prior knowledge of hotel PMS and POS essential
- Working knowledge Microsoft Office package is preferred
- Competency in email and electronic communication is
preferred
Skills Sets
- Communication Skills & Techniques
- Personal Productivity
- Time management skills and techniques
- Inter-personal effectiveness
- Personal effectiveness
- Personal control
- Communicate customer feedback in a timely and accurate
manner
Physical Requirements
- Must be able to work well in stressful, high-pressure
situations including the ability to handle guest complaints and
disputes and resolve them to satisfactory results.
- Must maintain composure and objectivity under pressure
- Must be effective in handling problems in the workplace,
including anticipating, preventing, identifying, "owning" and
solving problems as necessary.
- Must be effective at listening to, understanding and clarifying
concerns and issues raised by associates and guests.
- Approach all encounters with guests and associates in a
friendly, service-oriented manner.
- Comply and encourage safe and efficient hotel operations.
- Maintain a friendly and warm demeanor at all times.
- Have knowledge and understanding of all department policies and
procedures.
- Maintain strong working relationships with other team
members
- Long hours are sometimes required.
- Medium work- exertion up to 30 pounds of force occasionally,
and/or 20 pounds of force frequently or constantly to lift, carry,
push, pull or otherwise move objects
- Ability to stand for long hours at a time.
- The team member will be crossed trained in guest service and
night audit functions and may be scheduled to perform these
functions.
- Greets and completes established check-in procedures for
arriving guests on a daily basis, using both manual and
computerized methods, in order to ensure guest are satisfied and in
rooms as requested.
- Facilitates guest departure (check-out) on a daily basis by
following established manual and computer procedures in order to
close guest accounts and open the room for the next sell.
- Regularly calculates and/or posts monies, receipts, guest
accounts and other forms of credit using accurate, proper cash
handling methods and established procedures in order to present the
customer with timely and precise hotel charges upon check-out and
maintain accurate hotel records.
- Courteously answers inquiries and accepts reservations, both in
person and by telephone, by accurately communicating hotel rates
and information and by using suggestive selling techniques to sell
room nights,
Increase occupancy and revenue.
- Maintains good customer relations by keeping abreast of all
in-house and area functions in order to answer questions and
concerns with timely and knowledgeable responses, in person and on
the telephone.
- Operates the PBX equipment by accepting incoming calls,
assisting outgoing calls, scheduling and setting wake-up calls and
paging guests to provide guests with timely and efficient
service.
- Controls cash transactions at the front desk and maintains
complete responsibility for personal bank as specified by hotel and
bank agreement policy.
- Maintains a friendly, cheerful and courteous demeanor at all
times.
- Performs other duties as assigned, requested or deemed
necessary by management.
- The breakfast host/hostess is responsible for preparing and
serving the daily complimentary breakfast for hotel guests
Mental Requirements
- Must be able to convey information and ideas clearly
- Must be able to evaluate and select among alternative courses
of action quickly and accurately
- Must be effective at listening to, understanding and clarifying
concerns and issues raised by associates and guests.
Skills and Qualities
- Strong oral and skills.
- Attention to detail.
- Customer skills
- Problem-solving skills
Working Conditions
- Will be required to work nights, weekends and holidays.
- Will be required to work in a fast paced environment.
- Long hours are sometimes required.
Physical/Cognitive Activities
This description of physical and mental activities is not
intended to describe essential job functions. Rather, its purpose
is to give the job applicant a feel for the physical and mental
activities of the job to the end that an applicant with a
disability can determine whether he or she will be able to do this
job either with or without accommodations.
A significant portion of time will be spent listening and
speaking to guests and team members. Strong problem-solving skills
will be used. This person will need to have strong speaking,
reading and writing skills to ensure effective communication
throughout the shift.
For effective communication and information exchange, this
person also must utilize a computer. This is usually done while
sitting down and typing.
Major Areas of Responsibility
- Meets and exceeds guests and team member expectations by
providing service and teamwork
- Provides value added service to guests by doing whatever
reasonable and possible to meet or exceed guests expectations
- Communicates effectively with guests, co-workers, and
supervisors
- Demonstrates teamwork by cooperating and assisting co-workers
as needed
- Handles difficult situations effectively
- Meets service standards
- Performs other duties as required to provide service and
teamwork
- The breakfast host/hostess is responsible for preparing and
serving the daily complimentary breakfast for hotel guests
- Providing personalized service to all guests
- Taking inventory of food, beverages, and supplies needed for
each day
- Ordering or purchasing food supplies
- Preparing foods such as cut fruit, coffee, and juices from
concentrate
- Stocking coffee, juice and milk machines or dispensers
- Setting up serving dishes/trays, utensils, cups and other paper
products
- Setting out/arranging cold food such as sweet rolls, muffins,
and cereal for self-service
- Clearing and cleaning tables as they are vacated
- Wiping up spills
- Removing Trash
- Restocking self-service food and supplies as needed
- Washing serving equipment and returning it to storage
- Returning reusable food supplies to storage
- Demonstrates a working knowledge of all services and facilities
of the hotel and effectively assists the hotel's guests
- Issues safety deposit boxes to guests upon requests
- Property processes guest mail, messages, and packages to ensure
their receipt by guests
- Adheres to hotel policies and procedures
- Attends work on time as scheduled
- Follows hotel grooming and dress standards
- Minimizes safety hazards by following all safety rules and
procedures
-
Keeps immediate supervisor promptly and fully informed of all
problems or unusual matters of significance
-
Performs all duties and responsibilities in a timely and
efficient manner in accordance with established company policies
and procedures to achieve the overall objectives of this
position
-
Maintains a favorable working relationship with all other
company team members to foster and promote a cooperative and
harmonious working climate
-
At all times projects a favorable image of the hotel and
Pinnacle Hospitality to the public
- Include here Property/brand specific Assignments:
