POSITION SUMMARY
Our jobs aren’t just about setting up tables and chairs for our guests to use
during a banquet or meeting. Instead, we want to create an atmosphere that is
memorable and unique. Our Event Support Experts take the initiative and deliver
a wide range of services that allow our events to go off without a hitch.
Whether setting up and breaking down materials, transporting supplies, stocking
bars and action stations, or anything in between, the Event Support Expert plays
a key role in making our events run flawlessly.
No matter what position you are in, there are a few things that are critical to
success – creating a safe workplace, following company policies and procedures,
upholding quality standards, and ensuring your uniform, personal appearance, and
communications are professional. Event Support Experts will be on their feet and
moving around (stand, sit, or walk for an extended time) and taking a hands-on
approach to work (move, lift, carry, push, pull, and place objects weighing less
than or equal to 50 pounds without assistance and objects weighing in excess of
75 pounds with assistance). Doing all these things well (and other reasonable
job duties as requested) is critical – to get it right for our guests and our
business each and every time.
Extraordinary Operations
• Every order taken, recommendation made, beverage
pairing suggested, reflects your knowledge, experience
and your own reputation as an F&B professional.
• Every guest interaction should be personalised and special
- you can make this happen by taking ownership of each
guest interaction, listening for cues and following up on
guest signals to deliver a memorable experience.
• There is no such thing as ‘no’ when it comes to a guest
request- do
what you need to do to meet request (engage
with other colleagues, departments, expertise) or at the
very least, find alternatives to present back to the guest
when all other options are exhausted.
• You are responsible for operating within Marriott
International’s policies and procedures and ensuring that
you sign off the relevant declarations should cash, key or
card handling become a regular part of your role.
Extraordinary Services
• Deliver an extraordinary guest service – personalised, fun,
engaging, caring, and attentive.
• To be a reason for guest return due to your shining
personality, knowledge of regulars, conversion of first-time
guests to be fans and strong & engaging floor presence.
• Deliver and support the hotel and brand’s service standards
at every moment, including knowledge of the hotel, its
history, the Navigator and the daily RWAY.
• Attend and actively participate in all required training
sessions including shift briefings, menu tasting etc. There
will be regular knowledge tests to be sure your knowledge
is where it needs to be in a five star environment.
• You are a role model for service and hospitality ensuring
every guest is satisfied and will talk about their experience
for years to come.
Extraordinary People
• Work as a strong and committed team member and
colleague, as well as proactively nurturing all relationships.
Extraordinary Innovation.
• Proactively contribute ideas and share creative solutions to
make St Pancras the best possible workplace and
destination of choice for our guests.
• Proactively problem solve and seek to provide solutions
along with any identified issues - whilst you may not be able
to fix everything, coming up with ideas that can help can
also speed things up!
Guest Relations
• Welcome and acknowledge every guest with a smile, eye
contact, and a friendly verbal greeting, using the guest's
name when possible; thank guests with genuine
appreciation and provide a fond farewell.
• Address guests' service needs in a professional, positive,
and timely manner.
• Assist other employees to ensure proper coverage and
prompt guest service.
• 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
General Food and Beverage Services
• Communicate additional meal requirements, allergies,
dietary needs, and special requests to the kitchen.
• 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.
• Assist your and other departments when needed to
ensure optimum service to guests.
• Maintain cleanliness of work areas throughout the day,
practicing clean-as-you-go procedures.
• Perform other reasonable duties as requested.
Banquet Room Set-up.
• 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.
• Ensure cleanliness of room vacuuming and dusting.
• Set up, operate, and troubleshoot audio-visual (AV),
projection, lighting, and conferencing equipment,
devices, and systems, ensuring all equipment is
operational prior to use.
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.
• Break-down, remove, and secure AV equipment and
related equipment, devices, and systems promptly
following an event.
Banqueting
• 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.
• Assist and instruct guests/customers regarding proper
usage and operation of AV equipment and Internet.
Closing
• Secure liquors, beers, wines, coolers, cabinets, and
storage areas.
• Complete 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.
• Check with captain or supervisor before leaving at end
of shift.
Human Resources
• Support all new team members by sharing knowledge,
experiences, St Pancras Stories.
• Use all available on the job training tools to ensure you
are up to date with the most recent and relevant
information.
• Participate and support managers and supervisors in the
performance appraisal process, providing feedback as
needed and taking ownership for your own
performance and development.
• Establish and maintain open, collaborative relationships
with ALL team members.
Finance
• Whilst you may not be responsible for a multi-million
pound operation, you are responsible for its reputation!
• You are responsible for operating within Marriott
International’s policies and procedures and ensuring
that you sign off the relevant declarations should cash,
key or card handling become a regular part of your
role.
You’ll need to know your stuff
• Product (food & beverage), menu, operational, food
hygiene, service knowledge is essential.
• Product (banqueting room setups and service) is
essential.
• Knowledge of the overall hotel operations is essential
for this role to understand the part you play in the wider
guest experience.
• You must be proactive in learning new menu items,
beverage items and changes in service standards – you
are welcome to take copies of menu’s etc off shift with
you to be able to do this.
• Our guests must receive a consistent level of service the
first, second and fifth time they visit any of our F&B
outlets – if you do not keep up to date with changes
within the department, you will not be able to
successfully execute this.
• L2 Food Hygiene is preferred and you should work
towards achieving this if you don’t hold a certification
already.
• Attendance at Monthly departmental meetings and 1:1’s
is essential for you to have the knowledge you need in
your role.
You’ll be expected to deliver on the
following
• Maintain an exceptionally high standard of five star
luxury lifestyle service within The Booking Office, The
Hansom, MI+ME, In-Room Dining/Mini Bars and
banqueting operations (including banquet room setups
and banquet service)
• Attitude, grooming standard, body language and tone
need to be positive, supportive and on brand at all
times.
• This is a multi-functional role, which is based across all
venues and types of service delivery at the hotel. An
F&B Front of House Associate will multi task between
floor service, bartending, barista, hosting, banqueting
service and rooms setup on any given day and in any
outlet as directed by supervisors or managers.
• In addition, you must be fluent with correct food
handling and service procedures relating to food
hygiene, health, safety and allergy awareness.
• You must wear appropriate PPE (as provided by the
hotel) at all times and as directed when on property.
This can include face masks and gloves and any other
PPE as deemed appropriate or necessary at the
discretion of the company.
• You must ensure to respect all social distancing
measures as mandated by government and the
company, not only with guests but also between
associates.
• You are expected to carry out any other duties that may
be required by the hotel management team as the need
arises. Please note that this may include assisting departments other than F&B
if required on either an adhoc or a continuous basis.
• Shift patterns for this role are not set and will require
you to be available for morning, afternoon or overnight
shifts as per the rota, on either an ad-hoc or continuous
basis. Requests for continuous specific shift patters
unfortunately cannot be agreed to. Individual requests
for specific or ‘one-off’ days off will be reviewed on a
case by case basis as they arise and may be granted for
a specific week however will unfortunately not be
granted on a continuous basis.
Communication
• Talk with and listen to other employees to effectively
exchange information.
• Provide assistance to coworkers, ensuring they
understand their tasks.
• Communicate with guests, other employees, or
departments to ensure guest needs are met.
• 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.
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.
• Protect company tools, equipment, machines, or other
assets in accordance with company policies and
procedures.
• Maintain confidentiality of proprietary materials and
information.
• Comply with quality assurance expectations and
standards.
• Follow all company policies and procedures.
• Perform other reasonable job duties as requested by
Supervisors.
Your key measure for the role
• TripAdvisor
• Brand Standard Audit
• Specific Guest Voice Navigator questions
You know you’re doing a great job
when
• Achieves a minimum of a P rating in annual
performance review
• Is being recognized by guests for extraordinary
hospitality and product knowledge
• The overall hotel BSA, GSS, ESS and Trip Advisor goals
are being achie
At Marriott International, we are dedicated to being an equal opportunity
employer, welcoming all and providing access to opportunity. We actively foster
an environment where the unique backgrounds of our associates are valued and
celebrated. Our greatest strength lies in the rich blend of culture, talent, and
experiences of our associates. We are committed to non-discrimination on any
protected basis, including disability, veteran status, or other basis protected
by applicable law.
The Autograph Collection is a growing collection of four and five-star
independent hotels, each offering unique and memorable experiences. Each hotel
is thoughtfully chosen for its quality, originality, bold character, and ability
to offer today’s traveler a range of unique experiences suited to their
individual sense of style and adventure. All Autograph Collection hotels look to
attract The Individualist, the brand's target consumer. The Individualist is
someone who uses travel as an opportunity to add to their personal narrative –
in essence they are hand selecting our hotels whether for personal or corporate
travel because it is much more than simply a place to rest. In joining Autograph
Collection, you join a portfolio of brands with Marriott International. Be where
you can do your best work, begin your purpose, belong to an amazing global team,
and become the best version of you.