Event Support Expert - Banqueting and Conferences - St. Pancras London Autograph Collection

Job description

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 al