Job Description Primary Responsibilities Duties Supervise and support team members to ensure standard of procedures are observed and to provide a consistently high level of service to all customers on a shift basis. Maintain and develop product knowledge of all drinks, snack and wine lists in order to advise and make recommendations to guests. Drive the team to use their upselling skills and encourage guest interaction. Serve beverage items with flair and professionalism according to company standards. Ensure all service areas and equipment are kept clean and organized. Ensure revenue for the shift is accurately accounted for, with cash/charge summary being completed to balance daily activities. To develop a complete understanding of the overall operations of Hotel’s Bar and Restaurants and work closely with the Food & Beverage Supervisor’s or Assistant Managers to ensure smooth and efficient service to Hotel guests across all meal periods. Be knowledgeable of and operate within appropriate outlet and hotel liquor licensing guidelines and House Management Policies. Maintain currency of RSA certification, amendments and updates and adhere to RSA principles. Assist with preparation of rosters, ensuring that suitable and cost effective employee levels are maintained at all times. Rosters to be authorised by appropriate department head. Talent and Culture Assist the Supervisor and/or Manager with the supervision of the Bar teams’ performance whilst on shift, in accordance with relevant Accor brand and service standards, policies and procedures. Assist with the induction of new team members into the department following Hotel guidelines. Ensure team members presentation is consistent with the Hotel handbook; uniforms correctly presented; name badges worn. Openly communicate during regular briefings ensuring these occur and that all relevant information is passed on. Complete all mandatory training through Accor Academy ‘Learn Your Way’ Platform. Ensure team members complete and are compliant with the standards outlined in this training. Attend briefings and meetings as required. Financial Performance Consider the financial impact on Accor for all activities and commitments. Accor Representation Act as an Accor ambassador, aiming to enhance the company’s image and market reputation, internally and externally Represent Accor to key suppliers and partners Take every opportunity to be an Accor advocate by actively promoting special offers, services and facilities available within Accor. Guest Relations and Heartist Lead by example when attending to guest requests. Show efficiency in constantly striving to provide total customer satisfaction. Take initiative to ensure that interactions with our guests (internal or external) are positive, productive, professional and in keeping with the principles of Heartist Support and value the contributions of all team members, creating trust and empowering our people Treat guests and team members from all cultural groups with respect, sensitivity and transparency. Workplace Health and Safety (WHS) Notify your Manager of any reason you may not be capable of performing your tasks safely. Contribute to building and maintaining a culture that values effective and proactive WHS management Demonstrate personal commitment to maintaining a safe workplace at all times, including your own behaviours and practices Abide by the Accor WHS policy and related policies and procedures and fulfil any legislated requirements Participate in consultation regarding matters pertaining to your health and safety and that of your colleagues Report any health or safety hazards or incidents, faults, repairs, cleaning needs and accidents to your manager and record on the appropriate form immediately following accident. Participate in any required actions following the incident Participate in any training or education to assist you in performing your tasks safely, and always follow any reasonable instruction or procedure relating to health and safety Participate and contribute to the risk assessment process when requested by your Supervisor/Manager. Work cohesively in conjunction with the hotel’s rehabilitation program, as required. Use safe manual handling techniques, practice safe work habits following Accor health, safety and environment policies, wear protective clothing provided where necessary and take a consultative role in assisting and maintaining a clean, tidy work area and a healthy and safe working environment Ensure all equipment is kept in good working order and used only for the purpose for which it was intended. Report all broken or damaged departmental equipment to your manager Ensure the correct storage of all materials and use of equipment per operating standards and manufacturers specifications. Maintain standards of hygiene for food handling and presentation as prescribed by council/legislative regulations. Be fully conversant with departmental fire and evacuation procedures. Environment Support Accor’s commitment to ESG (Environmental, Social & Governance) initiatives Other Take responsibility to ensure all required tasks are completed accurately and within given time frames Participate in scheduled training and development programs provided by Accor Abide by the Accor policies in relations to equal employment opportunity and harassment in the workplace Create a culture of inclusion and diversity allowing all team members to Feel Welcome and Feel Valued Abide by all Accor policies with special note of Accor primary policies and the Competition and Consumer Act Policy Attend and contribute to team and departmental meetings In line with the Accor Talent & Culture strategy, undertake and complete additional projects as required Ensure Hotel, Customer and Employee information or transactions are kept confidential during or after employment with the company Follow Company procedures with respect to grooming, performance and conduct standards, workplace health and safety, emergency procedures and all other property policies and procedures as detailed in the team member handbook, department procedure manuals and company policy manuals Any other reasonable tasks requested by your manager. Main Complexity/Critical issues in the Job Practicing responsible service of alcohol Assisting with the supervision of Bar team members. The physical aspects of the role which include but are not limited to; occasional lifting and carrying, kneeling, pushing, pulling, occasional ascending or descending stairs. Ensuring security of all keys and equipment. Ordering and stock control Ensuring Bar team members are practicing safe manual handling techniques, safe work habits, and all work is completed in compliance with the PPE standards and WHS rules and regulations. Difficulties in managing the demands and requirements of guests needs within a timely manner when beverage orders may be delayed. The ability to work with a diverse range of cultures.
