Posting Date Sep 15, 2020
Job Number 20053753
Job Category Food and Beverage & Culinary
Location W Melbourne, 408 Flinders Lane, Melbourne, Victoria, Australia VIEW ON MAP
Brand W Hotels
Position Type Non-Management/Hourly
Start Your Journey With Us
W Melbourne is the rebel between the streets, taking its design cues from Australia’s cultural capital and providing the back-lane entrance keys to what’s New/Next in the city. Extending the laneway culture inside, 294 bold rooms and suites peel back the layers and revel in the city’s history. There are five electric and daring bars and restaurants within the hotel, plus over 800 square metres of ultra-modern event space. W Melbourne is set to be the place to see and be seen in.
Boldly coloring outside the lines of luxury, W turns the traditional notion of the extravagant hotel on its head. Our irreverent attitude and taste for excess redefine revelry for the modern jet set. Our guests have a lust for a life less ordinary that drives them to demand more, experience it all, and hit repeat.
We share our guests’ passions, providing insider access to what’s new and what’s next. Moderation is not in our vocabulary and we know that lust for life demands more, not less. W guests soak it in and live each day with a mantra: Detox. Retox. Repeat. If you’re ready to create the energetic W scene that is magnetic to everyday disruptors around the world, then we invite you to explore a career with W Hotels.
MEETING & EVENTS
With almost 830sqm of ultra-modern conference, meeting and event space at W Melbourne, we’re setting the stage for spectacular events with fully adaptable conference equipment, world-class audio-visual facilities and contemporary cocktails and cuisine from our expert in-house catering team. The jewel in the crown, the GREAT ROOM is a 426sqm pillarless ballroom with an abundance of natural light and 4mx5m LED wall. We’re looking for talent that are passionate about delivering events that spark imagination and set minds racing.
Prepare coffee breaks, carts, and stations with appropriate food and beverages as stated in Banquet Event Order. Prepare tables, action stations, buffets, service carts and dessert table/carts. Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen. Ensure courses are cleared and tables are properly crumbed. Respond to and try to fulfil any special banquet event arrangements. Replenish buffet items to ensure consistency and freshness in presentation. Monitor tableware to ensure it is presentable to guests. Monitor and maintain cleanliness, sanitation, and organization of assigned station and service areas. Bus tables by removing and separating tableware, plate ware, glassware, and flatware.
Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language. Support team to reach common goals. Ensure adherence to quality expectations and standards. Read and visually verify information in a variety of formats (e.g., small print). Stand, sit, or walk for an extended period or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 20kg without assistance and objects weighing in excess of 35kg with assistance. Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. Move over sloping, uneven, or slippery surfaces as well as up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested.
CAST KEY RESPONSIBILITIES
Safety and Security
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
Policies and Procedures
Protect the privacy and security of guests and coworkers.
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Follow company and department policies and procedures.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Maintain confidentiality of proprietary materials and information.
Perform other reasonable job duties as requested by Supervisors.
Address guests’ service needs in a professional, positive, and timely manner.
Thank guests with genuine appreciation and provide a fond farewell.
Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest’s name when possible.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
Assist other employees to ensure proper coverage and prompt guest service.
Anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Speak to guests and co-workers using clear, appropriate and professional language.
Talk with and listen to other employees to effectively exchange information.
Provide assistance to coworkers, ensuring they understand their tasks.
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Working with Others
Support all co-workers and treat them with dignity and respect.
Quality Assurance/Quality Improvement
Comply with quality assurance expectations and standards.
Read and visually verify information in a variety of formats (e.g., small print).
Stand, sit, or walk for an extended period of time or for an entire work shift.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 20kg without assistance and objects weighing in excess of 35kg with assistance.
Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
Move over sloping, uneven, or slippery surfaces.
Move up and down stairs and/or service ramps.
Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
General Food and Beverage Services
Follow appropriate procedures for serving alcohol (e.g., TIPs (Training for Intervention Procedures), CARE (Control Alcohol Risks Effectively)).
Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen.
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.
Communicate with guests, other employees, or departments to ensure guest needs are met.
Greeting and Seating
Thank every guest upon departure, invite them to return, and wish them a fond farewell.
Ensure place settings are appropriate and each guest has a napkin, clean silverware, and any other item that is part of the standard place setting.
Check with captain or supervisor before leaving at end of shift.
Inspect the cleanliness and presentation all china, glass, and silver prior to use.
Steps of Service
Check in with guests to ensure satisfaction with each food course and/or beverages.
Monitor and maintain the cleanliness of assigned tables including ensuring courses are cleared according to department standards and tables are properly crumbed when appropriate.
Banquet Room Set-up
Monitor and maintain cleanliness, sanitation, and organization of assigned station and service areas.
Prepare coffee breaks, carts, and stations with appropriate food and beverages as stated in Banquet Event Order.
Prepare tables, action stations, buffets, service carts, dessert table/carts and cordial carts with specified tools, wares and equipment according to company standards.
Banquet Room Bussing and Cleaning
Bus tables by removing and separating tableware, plate ware, glassware, and flatware.
Monitor tableware to ensure it is presentable to guests, including checking for cleanliness, cracks, and chips.
Respond to and try to fulfill any special banquet event arrangements requested by guest.
Replenish buffet items to ensure consistency and freshness in presentation from opening to closing.
Follow up on special banquet event arrangements requested by guest to ensure compliance.