In Room Dining Head Waiter / Waitress

Mandarin Oriental Hotel Group

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world.

Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place.

Mandarin Oriental, Costa Navarino

Located on the southwest coast of the Peloponnese, one of the most unspoiled and breath-taking landscapes in the Mediterranean, and 45 minutes’ drive from Kalamata International Airport.

The beachfront resort is part of the sustainable resort destination of Costa Navarino, a well-established tourism destination which includes 3 other resorts. It comprises of 99 suites and villas, all with outdoor terraces and sea views, along with seven restaurants and bars.

Scope of Position:

The In Room Dining Head Waiter / Waitress provides the highest level of service and professional excellence, being ever present in the operation ensuring the highest standards and completely satisfies our guests during their meal experience.

Duties & Responsibilities:

• Ensures that the uniform provided is kept clean, presentable and in good condition and that personal appearance and hygiene standards are an example for the team. Demonstrate a professional image for our guests.
• Ensures that mise en place is completed shift to shift and during service in order to provide an efficient service.
• Ensures a full knowledge of the In Room Dining menu and wine list in order to respond or amend guests requests to their full satisfaction.
• Ensures that the In Room Dining department is always kept clean and in appropriate order.
• Assists and prepares all amenities in order to deliver them in compliance with our Legendary Quality Standards.
• Prepares all orders in compliance with hotel standards and food & beverage specifications.
• Takes orders in a friendly, courteous and efficient manner according to guest requirements and hotel standards.
• Up-sells services and products to our guests always, enhancing service and generating further revenue.
• Ensures that all special requests are communicated to the kitchen and makes checks of all trolleys against guest orders, ensuring accuracy.
• Performs the clearing of all trolleys and trays in the wash service area, ensuring efficient rotation of silver, china and glassware, as well as minimising breakage.
• Ensures that mise en place are completed shift to shift and during service in order to provide efficient service.
• Performs all duties relating to the posting and voiding of charges in the Infrasys system, according to hotel procedures providing guests with accurate billing.
• Performs any tasks relating to billing according to hotel service standards and cashiering policies.
• Performs shift changing in Infrasys system according to meal periods ensuring an accurate breakdown of In Room Dining revenues report.
• Responds to all guest complaints immediately, whenever possible, ensuring attempts to amend situations and satisfy guests.
• Logs and reports any guest comments or complaints to the manager on duty in room service allowing prompt corrective action.
• Assists and prepares all VIP amenities to deliver them in compliance to our Legendary Quality Standards.
• Understands and anticipates the guests’ needs and acts upon it.
• Is interested in the guest, listens and ensures important information will be communicated within the team. If the opportunity arises, he/she is proactive and create MOWOWs.
• Ensures that guest satisfaction is monitored and where suitable, rectified throughout their meal experience.
• Responds proactively to guest queries and ensures appropriate action is taken, followed by effective communication with all relevant parties.
• Is aware of, and complies with safe working practices, as applicable to his/her place of work. This will include his/her awareness of any specific hazards at your workplace.
• Is aware of, and complies with, safe working practices as laid down under FHLSS. This will include his/her awareness of any specific hazards at your workplace.

Qualifications / Experience:

• EU passport or valid Residence Permit is mandatory in order to work in Greece.
• Degree or Higher National Diploma in Hospitality/Hotel/Business Management is preferred.
• Minimum of 2 year working experience in a luxury hotel or high-end restaurant operation.
• Excellent communication skills both written and spoken in English and Greek.

Behavioral skills / attributes:

• Able to work flexibly.
• Service oriented with an eye for details.
• Strong problem-solving skills.
• Strategic agility and ability to make quality decisions
• Effective time management, organizational and communications skills.
• Emotionally intelligent – especially across different cultural groups, high-net worth and / influential guests, nationalities and stakeholder interests.
• Highly self-motivated, professional, and capable of managing their workload and prioritizing tasks.
• Well presented and professionally groomed at all times.

Benefits:

We offer exciting benefits including and not limited to :

• Accommodation provided.
• Medical Private Insurance for all Colleagues.
• Free meals at Colleagues' Dining.
• Laundry of uniforms.
• Colleague recognition and reward program.
• Learning & Development Program.
• Task force Opportunities across the Group of Mandarin Oriental.
• Colleague Social events and Wellness programs.
• Various discounts provided within the Resort and in the nearby area.