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Maitre d'Hotel (Head Waiter) - Seta Restaurant

Milan, Italy

Maitre d'Hotel (Head Waiter) - Seta Restaurant

  • Milan
  • Food & Beverage Division
  • Full time

The Company

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most prestigious hotels and resorts. The Group now operates 32 hotels and eight residences, with more than 11,000 rooms in 21 countries and territories in key business and leisure destinations.

Strategic Intent

It is the mission and intent of this position that the incumbent will provide the highest level of customer service to all guests, to ensure the guest experience is one that is beyond the expectations of the guest and aligned with our Legendary Quality Experiences (LQE).

Scope of Position

The Maitre d’Hotel is responsible for, but not limited to, supervising the service in the Speciality Restaurant. To provide back up for the Manager and Assistant Manager, take responsibility for supervising and coordinating the daily restaurant activities and maintaining the highest standard of service established by the hotel.

Organisational Structure

The Maitre d’Hotel will report directly to the Restaurant Manager and Assistant Restaurant Manager. The Chef de Rang, Demi-Chef de Rang, Commis de rang and hostess in the restaurant all report back into the Maitre d’Hotel.

Duties and Supporting Responsibilities

Administration
• Must have excellent food and beverage knowledge
• Start and finish shifts at the correct time
• Must be able to coordinate the work and duties of the restaurant staff
• Must be familiar with all cashiering procedures
• Must be capable of handling all relevant equipment
• Attend daily meetings
• Attend all mandatory training sessions arranged by MO
• Monitor and supervise small VIP/private dining functions that are not handled by banqueting
• Ensure correct quality, presentation and delivery of all dishes and drinks
• Perform all administrative tasks designated to him/her by management
• Perform monthly inventory and purchasing tasks assigned by the management

Human Resources/ Colleagues
• Supervise F&B service by directing, correcting and supporting their subordinates
• Ensure that the restaurant is adequately staffed during their shift and to notify their superior of any shortages
• Identify and carry out any specific training and development needs among the team
• Develop and support direct reports.

Maintaining Standards
• Support company's philosophy and company culture through the use of Legendary Quality Experiences (LQE) on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement
• Support company's philosophy and company culture through the use of Mandarin Oriental Quality Assurance (MOQA) on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.Support company's philosophy and company culture through the use of Guiding Principles and D.E.L.I.G.H.T as part of ensuring Guest Satisfaction and the achievement of our Mission Statement

Guest Service
• Taking reservations accurately where necessary while keeping track of guests preferences
• Greeting and seating guests according to MO standards
• Presenting the menu correctly to each guest
• Taking orders from all guests in line with restaurant policy
• Offering suggested up-selling based on outlet policy
• Serving food and beverages according to MO standards
• Clearing plates and tables and ensuring general table maintenance throughout the meal
• Presenting the bill
• Ensuring guest satisfaction
• Handling special requests from guests and VIPs
• Handling guest complaints
• Bidding guests farewell
• Anticipating the guests’ needs

Hygiene and Cleanliness
• Ensure that hotel grooming and hygiene standards are being maintained, enhancing a professional image
• Ensure that the environment of the outlet is being maintained to MO standards

Health and Safety
• Be aware of, and comply with, safe working practises as laid down under FHLSS. This will include your awareness of any specific hazards at your work place
• Be aware of, and comply with local and relevant Food Acts.
• Wear any appropriate protective clothing provided by or recommended by the Hotel.
• Report any defects in the building, plant or equipment according to the Hotel procedures.
• Ensure any accidents to colleagues, guests or visitors are reported in accordance with Hotel procedures.
• Attend all statutory fire training and to be fully conversant with and abide by all rules concerning, fire, health & safety.
• Be aware of Fire safety plans
• Adhere to Safe & Sound procedures regarding Health & safety
• Adhere to Safe & Sound procedures regarding HACCP standards
• Attend any training deemed appropriate by your Head of Department

Requirements

Mandatory

• Have a minimum of 5 years experience in a luxury establishment
• Have a keen interest in food and the culinary ambitions of the establishment.
• Willing to work a flexible schedule and holidays.
• Work in a safe, prudent and organized manner
• Have an in-depth knowledge of food and preparation
• Have an excellent knowledge of wine and beverages
• Be able to relate to all levels of guests and management
• Have the ability to handle multiple tasks at one time
• Have excellent communication and organization skills
• Be able to consistently delight and satisfy our guest
• Have the ability to handle guest requests in a detailed manner
• Reading, writing and oral proficiency in the local language mandatory
• Reading, writing and oral proficiency in the English language
• Reading, writing and oral proficiency in the other foreign language (French, Spanish) preferable
• Professional appearance and demeanor at all times
• Have mathematical skills, computer software aptitude (as required) and good hotel operation knowledge
• Be aware and adhere to key MOHG competencies:
o Delighting our Clients
o Working together as Colleagues
o Promoting a Climate of Enthusiasm
o Being the Best
o Delivering Shareholder Value
o Playing by the rules
o Acting with responsibility

Desirable

• Actively looking to be ‘Best in class’
• Actively seeking career development within MOHG
• Desire to understand and research competition
• Committed to improvement and knowledge of hospitality outside work.
• Multi-lingual
• Knowledge of specific hospitality industry applications is desirable

Closing date: Sep 30, 2021

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