Hospitality Specialist (Server) $20/Hr

The Hospitality Specialist is responsible for greeting guests and assisting them with their food & beverage order. The Hospitality Specialist will learn about the guests’ food and beverage preferences, allergies, and will recommend menu and items and offer meal creations. In addition to taking the order, the Hospitality Specialist will serve as bartender, room service server, and food runner.

DUTIES AND RESPONSIBILITIES

Operations

• Take guest food & beverage order
• Prepare bar orders
• Prepare and deliver Room Service and Poolside Orders
• Retrieve Trays throughout the day
• Maintain bar stocked
• Clean before, during and after shift tables, utensils etc.
• Memorize menu’s
• Help maintain dining room inventory, assist with ordering supplies as needed
• Follow all health and safety guidelines for food & beverage
• Follow all guidelines, policies and procedures as outlined by PHM’s Employee Handbook such as, following attendance policies, professional demeanor, lost and found, etc.

Interpersonal Relationships

• Able to spark conversations with guests and associates, smile often, establish relationships to develop loyalty and achieve both associate and guest satisfaction goals.
• Follow up with guests during their meal to ensure guest satisfaction and or correct any issues that arise.
• Have a strong relationship with culinary department to communicate guest food needs (i.e. allergies, dietary restrictions)
• Consistent communication with various hotel departments and associates to ensure all guest requests are met.
• Follow all guidelines, policies and procedures as outlined by PHM’s Employee Handbook such as, reporting to scheduled shift, report to work on time, reporting absences, have a professional demeanor, etc.
• Resolve and address all guest and associate questions and or concerns in a timely, creative and professional manner.
• Report any issues, concerns and or suggestions to management.

Financials

• Follow posted schedule and minimize overtime and missed meal hours
• If handling cash, follow all guidelines and procedures accordingly

WORKING ENVIRONMENT

The hotel is in a public business atmosphere, which varies temperature based indoor and outdoor climate. The nature of this job is both indoors and outdoors depending on business needs. Depending on temperature of day, the climate can vary from hot, cold, etc.

Some travel may be required in order to attend hotel events not limited to meetings, trainings etc.

EDUCATION

High school diploma or equivalent.

WORK EXPERIENCE

Must have a minimum of 1-year experience in hospitality or restaurant industry or equivalent combination of education.

Knowledge

• Understand hotel function, local area, know guest profiles, and know business demand in the area and local hotel competitors.
• Possess extensive food & beverage knowledge, presentation, and dining etiquette.

Skills

• Strong business communication skills both verbal and written in English.
• Strong interpersonal skills such as listening, smiling, relating, asking questions, leadership, motivation, etc.
• Have the skill to manage multiple tasks at a time, maintain focus and structure, and know how to prioritize.
• Have the skill to resolve conflicts with ease and professionalism to ensure maximum guest and associate satisfaction.

Abilities

• Ability to develop and maintain relationships with both associates and guests to build trust and loyalty.
• Ability to maintain consistent positive energy, self-motivation, accountability and passion for hospitality.
• Ability to keep hotel sensitive information confidential such as guest profiles, hotel financials, etc.
• Ability to learn new software and computer systems.
• Ability to easily adapt to various situations, constant change, handle pressure and remain composed and focused.

PHYSICAL REQUIREMENTS

Ability to stand, walk, bend, stoop, kneel, etc. for up to an 8 hour shift and ability to push/pull and lift as necessary up to 100 lbs.

BUSINESS ATTIRE

To present a professional and business image to guests, associates and public we ask that all associates follow PHM’s dress and grooming standards available in the PHM Handbook on page 16. Standards include wearing full uniform at all times, uniform must be neat, clean and wrinkle free, practice good personal hygiene, and grooming.

OTHER REQUIREMENTS

Meet California state minimum age to sell and serve alcohol.

PREFERRED QUALIFICATIONS

• Bilingual or Multilingual
• Micros and or other Food & Beverage Software Systems
• Prior Emotional Intelligence Training
• Prior Forbes Training
• Alcohol awareness certification
• CA Food Handlers Certificate

The Clement, Palo Alto (a Pacific Hotel Management Hotel), functions 7 days a week, 24 hours a day. All associates must acknowledge and understand this fact and be aware that at times it may be necessary to move an associate from their accustomed shift as business dictates.