Job Title: F&B Order Taker (In Villa Dining)
Department: Food & Beverage
Reports to: Assistant Restaurant Manager
Position Level: Rank & File (L)
Position Overview
The F&B Order Taker (In Villa Dining) is an enthusiastic member who is dedicated to providing the highest standard of Patina in the curation of a memorable dining experience to all guests with the Resort and Outlet's Standard Operating Procedures. The individual anticipates guests' needs and is knowledgeable about all available menu options, beverage lists and daily specials.
The Role
Greet each guest promptly, courteously, graciously with eye contact, a smile and good posture.
Answer telephones take food order or provide information according to pre-determined flow or service as per Patina Maldives Fari Islands and Forbes Standard.
Provide the highest level of guest comfort and ensures the delivery of the Patina brand, values and vision, to create an amazing experience for our guests and colleagues.
Inform the Manager of a guest's special occasion, birthdays, anniversaries, dietary preferences and allergies.
Ascertain guest's satisfaction and report any glitch to immediate supervisor immediately.
Report of any accident immediately to a manager.
Complete all tasks assigned on a timely basis.
Handle simple guest request and take ownership of the request.
Attend regular operational meetings and daily briefing to ensure effective communication.
Up sell and maximize guest satisfaction and increase sales.
Track and follow up on amenity request and ensure records are kept on all deliveries. 'Do Not Disturb' and other special notes/ remarks.
Be knowledgeable on the menus, drink, wine list and dietaries/allergens.
Be knowledgeable on with all food and beverage and Resort's offerings and be able to confidently discuss with guest.
Provide quick and efficient service to all guests according to sequence of service and Four Seasons Core and Culture Standards.
Maintain the condition and cleanliness of all service areas.
Operate correctly and properly of all the operating equipment and other miscellaneous equipment
Adhere to 'Do not disturb' procedures and to respect guest privacy.
Do mis-en-place, service, and cleaning in the outlet (heart and front of the house).
Seek to minimise costs through correct use and handling of hotel property, supplies and equipment.
Seeks to minimise breakage through attentiveness and care of F&B equipment.
Ensure that side stations are properly set up and maintained in a clean and orderly fashion.
Complete opening and closing procedures as assigned.
Replenish supplies as assigned.
Attend and actively participate in training sessions, daily briefings and monthly communication meetings
Be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
Anticipate guests' service needs, including asking questions of guests to better understand their needs and provide personalised service through noting down guest preferences.
Serves guests their food and beverage in prompt, courteous manner as per the standard sequence of service.
Present physical and accurate check and process payment, adhering to all cash handling and credit policies/procedures including added and received gratuity.
Communicate and coordinate with the Chefs regarding length of wait food, orders and special requests.
Up-sell or promote all specials advertised in the outlet as well promoting slow-moving items.
Be knowledgeable in food and beverage items in the menu and the ability to recommend Food & Beverage combinations and upsell alternatives.
Assist other colleagues to ensure proper coverage and prompt guest service.
Answer phone calls, take reservations and perform other administrative duties as assigned.
Adhere to all departmental safety and security policies and procedures to ensure a clean, safe, and secure environment.
Address guests' service needs in a professional, positive, and timely manner.
Check-in with guests to ensure satisfaction with each food course and/or beverages in a discreet manner.
Engage guests in meaningful conversation regarding their stay, property services, and area attractions/offerings. Collect guest preferences and record it under the appropriate system for effective sharing with all colleagues.
Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen.
Recognizes the importance of Forbes standards as to deliver excellent audit and service performance.
Keep up-to-date with the Review Pro results, rating and to seek to positively influence these results by following the Patina Brand Standards.
Handle complaints and resolve service 'glitches' and keep a record of all feedbacks under the appropriate system. Ensures that the issues are resolved in a timely manner to guests' satisfaction.
Maintains strong working relationships with other departments to ensure effective communications for operational issues, serves as a role model for inter-departmental collaboration and support
Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
Set tables according to type of event and service standards, including types of linens, glassware, plate/chinaware, and silver/flatware, ensuring all supplies meet quality standards.
Be knowledgeable of and follow appropriate procedures for serving alcohol.
Perform closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning equipment to proper locations, locking refrigerators, restocking items, turning off lights, locking doors, and completing daily cleaning checklist.
Polishes and inspects the cleanliness and presentation all china, glass, and silverwares prior to use.
Effectively communicate and coordinate food delivery to deliver highest level of dining comfort and experience.
Report all equipment problems and maintenance issues to the immediate supervisor or manager.
Assist restocking and replenishment of restaurant inventory and supplies.
Be available to fill in as needed to ensure the smooth and efficient operation of the restaurant as directed by Management.
Be knowledgeable of all ingredients and prices of the food and beverage listed on the menu.
Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
Perform other duties or responsibilities that are reasonable as assigned by your immediate supervisor or manager.
Maintain a high standard of personal appearance and hygiene at all times by adhering to the Patina Maldives Fari Islands Grooming Standards.
Talent Profile:
General Certificate of Education / Diploma, preferably in Hospitality or Restaurant Management.
Minimum two (2) years of experience in a similar role in luxury resort / hotel.
Good command in written and spoken English.
Good computer literacy especially Microsoft Office.
Working knowledge of restaurant management system (e.g. MICROS POS).
Excellent communicator with personable character.
A team player and good at cultivating strong guest relations,
Acute attention to details.
Positive "can do" attitude and flexible approach.
Self-motivated and independent.
Proficiency in additional languages will be an advantage.