F&B Service - GRO

Pullman Ciawi Vimala Hills Resort Spa & Convention is a premium 5-star retreat sprawled across 14 hectares. The hotel is designed to immerse guests in breathtaking natural vistas and unrivaled tranquility. Pullman Ciawi Vimala Hills Resort Spa & Convention achieved the prestigious accolade of "Hotel of the Year" at the Accor Asia Leadership Conference. As one of The Best Resort in Asia, the hotel offers 208 opulent rooms and 19 villas, 4 restaurants and bar, meeting rooms and convention centers, spa, entertainment and activities area.

1. Guest Interaction:

   • Greet guests upon arrival at the hotel restaurant, bar, or café.
   • Provide information about food and beverage menus, specials, and promotions.
   • Assist with reservations, special requests, or specific dietary needs of guests.
   • Handle any guest complaints or issues regarding food and beverage service, ensuring prompt resolution and satisfaction.

2. Customer Service:

   • Ensure all guests receive attentive, friendly, and professional service.
   • Monitor the dining experience to ensure that guests are enjoying their meal and their needs are met.
   • Maintain a welcoming and positive attitude to enhance guest experience.

3. Coordination with F&B Staff:

   • Communicate guest preferences and requests to kitchen staff and service personnel.
   • Work closely with the F&B team (waiters, bartenders, chefs) to ensure smooth service and efficiency.
   • Assist in managing guest orders and seating arrangements.

4. Problem Solving:

   • Resolve guest complaints or service issues in a polite and efficient manner.
   • Offer alternatives, compensation, or special attention to maintain customer satisfaction.

5. Reservation Management:

   • Assist with managing restaurant reservations, ensuring efficient seating and minimizing wait times.
   • Confirm reservations and follow up as necessary.

6. Administrative Duties:

   • Maintain accurate guest records, including preferences and feedback.
   • Handle guest requests for dining arrangements, private events, or special functions.

7. Promotions and Upselling:

   • Promote F&B offerings, such as new menu items, seasonal specials, and events.
   • Upsell drinks, desserts, or higher-value menu items to enhance revenue.

8. Hygiene and Cleanliness:

   • Ensure the restaurant or dining area is clean, well-organized, and aesthetically pleasing.
   • Monitor food safety standards and cleanliness in the F&B area.

9. Event Coordination:

   • Assist in organizing and coordinating special events such as banquets, conferences, or private dinners.
   • Collaborate with the events team to ensure smooth operations.

10. Training and Support:

    • Provide guidance and support to junior F&B staff, ensuring they understand hotel service standards and guest expectations.
    • Participate in training programs to stay updated on best practices in guest relations and service.

1. Educational Background:

• Bachelor's or Diploma in Hospitality Management or a related field is preferred. This could include courses such as:
  • Hotel Management
  • Tourism Management
  • Food and Beverage Management
• Alternatively, relevant certifications or courses in F&B service, customer service, or hospitality may also be considered.

2. Experience:

• Previous Experience in F&B Service or Hospitality:
  • Ideally, 1–3 years of experience working in the food and beverage department, particularly in a hotel or restaurant setting.
  • Experience in guest relations, front desk, or a similar customer-facing role within a hotel or hospitality setting is highly valued.
• Guest Service Experience: Previous roles involving direct interaction with guests and ensuring a high level of satisfaction.
• Supervisory Experience: Some employers may prefer candidates with prior experience in leading or training junior staff, especially in larger hotels or restaurants.

3. Skills and Abilities:

• Customer Service Skills:
  • Strong communication skills with the ability to engage with guests in a friendly, professional manner.
  • Ability to anticipate guests' needs and resolve complaints in a timely, courteous manner.
• Problem-Solving Skills:
  • Capability to handle customer complaints or service issues efficiently and diplomatically.
• Multitasking and Time Management:
  • Ability to juggle multiple tasks in a fast-paced, high-pressure environment.
• Attention to Detail:
  • Ensuring that guests’ preferences, special requests, and feedback are noted and acted upon.
• Teamwork and Collaboration:
  • Ability to work effectively with a team, including kitchen staff, servers, and other departments.
• Knowledge of Food and Beverage:
  • A solid understanding of the menu, beverage offerings, and dining etiquette to assist guests.
• Upselling Skills:
  • Ability to suggest and promote menu items, drinks, or specials to enhance sales.

4. Language Proficiency:

• Fluency in English: English is often the primary language used in international hotels and hospitality settings.
• Additional Languages: Depending on the hotel’s location, knowledge of a second language (e.g., Spanish, French, Mandarin) can be a significant advantage.

5. Personal Traits:

• Professional Appearance and Presentation: As a GRO, maintaining a neat and professional appearance is important, as you represent the hotel’s brand.
• Positive Attitude: A friendly, welcoming, and approachable demeanor to create a memorable guest experience.
• Flexibility and Adaptability: Willingness to work varying shifts, including weekends, holidays, and evenings, as required in the hospitality industry.
• Physical Stamina: The role may require standing for extended periods and handling physical tasks like assisting guests or ensuring the dining area is in top condition.

6. Technical Skills:

• Familiarity with POS Systems: Knowledge of Point of Sale systems used in restaurants for order taking, billing, and managing reservations.
• Reservation Management: Proficiency in managing reservations, both online and over the phone, may be required.
• Basic Computer Skills: Familiarity with Microsoft Office tools (Excel, Word) for basic administrative tasks.