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Policies & Procedures

TEAM

JOB DESCRIPTION – Innkeepers Lodge Breakfast Host JOB PURPOSE Job Description - Breakfast Host

To deliver great guest service and work well with the team to create a friendly, warm and welcoming environment with the key aim of ensuring our guests revisit us and recommend us to their family and friends. DUTIES & RESPONSIBILITIES Our Guests Deliver excellent guest service, at all times by:  Giving every guest a friendly welcome when they enter the business  Ensure the buffet breakfast is consistently fresh, full and set to IKL brand standard  Explaining the breakfast service cycle and our products.  Offer and upsell cooked breakfast items  Using situational selling – making recommendations that are appropriate to the guest  Serving and presenting all our food and drink products perfectly – product quality, temperature and brand standard  Valuing our guests by engaging them in appropriate conversation / banter  Valuing regular guests by remembering their names, their likes and dislikes, favourite products etc.  Talking to every guest about the Innkeepers Lodge guest experience survey  Checking guests are enjoying their breakfast  Dealing with guest queries and complaints quickly and professionally  Giving every guest a genuine farewell and encourage them to return Our People Communicate and work well with the kitchen team to ensure the delivery of great guest service. Support the team by helping out others when required e.g. pot wash. Involved in and contribute at team meetings. Our Practices Take pride to ensure the front of house areas are clean and tidy, at all times. Set up and closedown the department to brand standard including stock rotation. Maintain personal knowledge by completing in-house training, online eLearning and workbooks. Always adhere to brand standards, licensing law and all company policies & procedures. Carry out management team requests and brand instructions. COMPETENCIES & BEHAVIOURS Guest Obsessed Acts with the guest in mind and goes the extra mile. Win With Our People A supportive, hard working and positive individual with a ‘one team’ attitude and outlook. Drive for Results Driven to exceed business targets for self and team balancing the need for results and quality standards. Communicating with Clarity Communicates clearly and articulately and adapts communication style to suit their audience. Handling Pressure & Problems Operates well under pressure, using initiative and remaining positive when confronted with problems Ensure all equipment is clean and in full working order. Keep up to date with current promotions and new products.

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Innkeeper’s Lodge

Policies & Procedures Guide