• Provide the highest quality of service to the guest at all times and anticipate and exceed guest expectations. Know and live the mission and the White Lodging/brand basics.
• Supervise staff including Banquet Housepersons. Oversee staffing levels and make adjustments to ensure service levels are met within labor model.
• Assign specific duties to staff for efficient operation of restaurant.
• Oversee department in absence of Department Manager.
• Schedule, order and complete inventory.
• Ensure that all associates have proper supplies, equipment and uniform.
• Ensure that all associates are following their schedule and taking their breaks.
• Capable of performing all hourly functions and operating all equipment in department.
• Assist in training new associates and cross-training existing associates according to the Certification Program.
• Assist in interviewing and hiring new associates for the department.
• Communicate performance standards to departmental associates and make recommendations to manager in accordance with progressive discipline policy.
• Train associates on safety standards and enforce those standards on a consistent basis. Identify associates engaging in unsafe behaviors and retrain them appropriately.
• Complete accident investigations and take steps to prevent future accidents. Follow up with injured associates. Know location and use of fire extinguishers. Use wet floor signs as needed.
• Promote teamwork and associate morale.
• Treat people with respect and promote a positive team spirit.
• Recognize associate successes via the WLS Recognition Program.
• Resolve routine associate issues as needed and bring issues to the attention of the Department Manager and Human Resources as necessary.
• Resolve guest complaints/issues.
• Conduct daily preshift meeting. Perform uniform inspection prior to opening shift and make necessary corrections immediately.
• Represent department at staff meetings as required.
• Have a thorough knowledge of emergency procedures and ensure staff responds appropriately in the event of an emergency. Assist Emergency Response Team as necessary. Know location and use of fire extinguishers.
• Demonstrate knowledge of EEO policy, Fair Employment Practices and Fair Labor Standards Act. Promote a harassment-free work environment.
• Capable of performing all hourly functions and operating all equipment in the department.
• Carry out instructions through the function sheet (BEO), floor plan and supervisor directions. Also handle any pop-up needs from guests or Catering Department.
• Assist in meeting room set up, tear down and refreshing according to function sheets.
• Capable of using industrial equipment such as large vacuums or buffers.
• Notify Banquet Manager of guest complaints or dissatisfaction.
• Maintain a clean and orderly work area in accordance with hotel standards including storerooms, back hallways, service landings, dock area, foyer areas, etc.
• Ensure that a high level of sanitation and cleanliness is maintained before during and after each shift.
• Inform Banquet Manager of any maintenance issues and complete work orders as needed.
• Ensure that all equipment is properly maintained and secured.
• Check electrical hook-ups for proper working order and tape down all exposed cords for equipment in use.
• Ensure security and confidentiality of guest and hotel information and materials.
• Respond to all pages and radio calls immediately.
• Notify manager/AYS of maintenance issues.
• Attend work on time as scheduled and adhere to attendance policy.
• Participate in daily preshift.
• Practice safety standards at all times and keep the property safe for guests and fellow associates. Use wet floor signs as required. Use personal protective equipment.
• Communicate properly and effectively with the guest, associates and managers. Effectively respond to guest complaints. Promote teamwork and associate morale.
• Maintain knowledge of hotel property, hotel staff, hotel services, hotel service hours of operation and hotel surroundings (i.e. mall, restaurants).
• Follow proper key control procedures.
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