Food & Beverage Floater (Server)

F&B Floater

The F&B Floater is responsible for assisting the Sheraton, Westin, and The Clement in any one of the outlets/positions. The F&B Floater will be familiar with all food & beverage positions and outlets, memorize outlet food & beverage menus, learn about the guests' food and beverage preferences, allergies, and will recommend menu and items and upsell.

Duties And Responsibilities

Overall Operations

• Be familiar with three hotels including hotel services and amenities and promote hotel services, facilities and anticipate guest's needs to promote higher guest satisfaction.
• Memorize food & beverage menus for all outlets.
• Greet all guests and or associates upon contact.
• Follow all emergency, health and safety guidelines in order to provide a safe and secure environment for guests, associates and visitors.
• Demonstrate brand standards, behaviors, hallmarks and mandates.
• 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.

Outlets Operations

• When scheduled for any one position (Server, Room Service, Bartender, Coffee Cart, Grab & Go, Busser, Runner, Buffet Attendant, Host, Hospitality Specialist etc.) in any of our outlets, execute the following:
• Provide a pleasant outlet experience for guests
• Upsell food/beverage items.
• Offer additional insight on food and beverages (local, organic, etc.) offered by outlets.
• Learn about guest's food and beverage preferences and allergies in order to recommend menu items or offer alternatives.
• Manage multiple tables/guests both indoors and outdoors
• Take guest food & beverage order (prepare bar orders when applicable)
• Ensure that food & beverage items are presentable prior to serving to guests.
• Carry tray of food and drinks with poise and ease.
• When applicable verify identification and age requirement to serve alcoholic beverage.
• Deliver/retrieve guests plates, leftovers, utensils etc. with etiquette and poise.
• Clean tables, utensils etc. before, during and after shift and sort them property in order for kitchen to clean.
• Assist with setting tables and rearranging the dining area to accommodate larger groups or special events.
• Assist with set-up and breakdown of outlets (dining room, room service, bar area etc.)
• Assist with side work such as folding napkins, setting up tables, preparing placemats, condiments and preparing for opening/closing shift.
• Process various forms of payment including room charges, credit card and cash.

Interpersonal Relationships

• 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).
• Have a strong relationship with bartender to communicate guest beverage preferences, alternatives, and recommendations.
• Have constant communication with banquet team before, during and after event function.
• Assist with training and or providing guidance to new associates when requested.
• 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.
• Have constant communication with all hotel departments in order to ensure guest satisfaction.

Financials

• Follow all cash handling procedures.
• Follow posted schedule, minimize overtime, and missed meals.

Working Environment

The hotel is in a public business atmosphere, which varies temperature based indoor and outdoor climate. The nature of this job is mainly indoors but may outdoors based on business demands.

Some travel is required to attend hotel events not limited to meetings, trainings etc.

Education

N/A

Work Experience

Minimum of 1 year of food & beverage experience.

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 English business communication skills both verbal and written.
• Strong interpersonal skills such as listening, smiling, relating, asking questions, teamwork, 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 and or skill to communicate any guest/associate conflict with management

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, and passion for hospitality.
• Ability to keep hotel sensitive information confidential such as guest profiles, credit card information, etc.
• Ability to learn new software and computer systems.
• Ability to easily adapt to various positions, situations, constant change, handle pressure and remain composed and focused.

Physical Requirements

Prolonged sitting/standing/walking for duration of shift.

Ability to walk around the hotel, up and down stairs, stoop, kneel, lift a minimum of 50 lbs. and push and pull approximately 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.

Must be available to work AM shift beginning between 5am and 8am, inclusive of weekends and holidays.

Preferred Qualifications

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

The Sheraton Hotel, 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