Job Description

The Banquet Server is responsible for serving guests during banquet functions in a timely manner, ensuring service standards and a pleasant banquet event for guests. Responsibilities include reviewing banquet event orders, setting up events, ensuring cleanliness, and food and beverage presentation. May be required to complete other duties as assigned.

DUTIES AND RESPONSIBILITIES

Overall Operation Responsibilities

• Provide a pleasant event experience to guests.
• Review banquet event orders.
• Set tables and rearrange banquet rooms.
• Assist with making the function space visually appealing and presenting the menu offering for the event (inclusive of linen and table setting, food station design, and beverage service, etc.).
• Ensure that food is presentable prior to serving to guests (a la carte dining or buffet).
• Memorize banquet food and beverage menus and be familiar with food/beverage preparations.
• Deliver/retrieve guests' plates, leftovers, utensils, etc. with etiquette and poise.
• Clean tables, utensils, etc. before, during, and after shifts and sort them properly for the kitchen to clean.
• Assist with set-up and breakdown of banquet event rooms.
• Assist with side work such as folding napkins, setting up tables, preparing placemats, condiments, and preparing for opening/closing shifts.
• Transport linens to and from laundry.
• Demonstrate brand standards, behaviors, hallmarks, and mandates.
• Follow all emergency and safety/sanitary guidelines in order to provide a safe and secure environment for guests, associates, and visitors.
• Follow all guidelines, policies, and procedures as outlined by PHMs Employee Handbook, such as following attendance policies, professional demeanor, lost and found, etc.

Interpersonal Relationships

• Spark conversations with guests and associates, smile often, establish relationships to develop loyalty and achieve both associate and guest satisfaction goals.
• Follow up with guests during their meal to ensure guest satisfaction and correct any issues that arise.
• Have a strong relationship with the culinary department to communicate guest food needs (i.e., allergies, dietary restrictions).
• Have a strong relationship with the bartender to communicate guest beverage preferences, alternatives, and recommendations.
• Have constant communication with the banquet team before, during, and after event functions.
• Resolve and address all guest and associate questions and concerns in a timely, creative, and professional manner.
• Report any issues, concerns, and suggestions to management.

Financials

• Follow posted schedule, minimize overtime, and missed meal hours.
• If handling cash, follow all guidelines and procedures accordingly.

WORKING ENVIRONMENT

The hotel is in a public business atmosphere, which varies in temperature based on indoor and outdoor climate. The nature of this job is both indoors and outdoors depending on business needs. Depending on the temperature of the day, the climate can vary from hot to cold. In addition, the kitchen area is often hot and damp.

EDUCATION

High school diploma or equivalent.

WORK EXPERIENCE

Must have a minimum of 1 year of Banquet and/or fine dining experience in a restaurant, hotel, or equivalent.

Knowledge

• Understand hotel function and guest profiles.
• Knowledge of the local area including restaurants, landmarks, shopping centers, and local attractions.
• Knowledge about food & beverage, presentation, and dining etiquette.

Skills

• Business communication skills both verbal and written in English.
• Interpersonal skills such as listening, smiling, relating, asking questions, teamwork, etc.
• Ability to manage multiple tasks at a time, maintain focus and structure under pressure.
• Ability to resolve conflicts with ease and professionalism to ensure maximum guest and associate satisfaction.

Abilities

• Ability to develop and maintain relationships with both associates and guests to build trust and loyalty.
• Ability to maintain consistent positive energy, self-motivation, and passion for hospitality.
• Ability to keep hotel sensitive information confidential such as guest profiles, credit card information, etc.
• Ability to easily adapt to various situations, constant change, handle pressure, and remain composed and focused.

PHYSICAL REQUIREMENTS

• Combination of standing, walking, and moving for 8+ hours.
• Ability to walk around the hotel, carry trays, go up and down stairs, stoop, kneel, lift up to 50 lbs., and push/pull up to 100 lbs.

BUSINESS ATTIRE

To present a professional and business image to guests, associates, and the public, we ask that all associates follow PHMs dress and grooming standards available in the PHM Handbook on page 16. Standards include wearing full uniform at all times, uniform must be neat, clean, and wrinkle-free, and practicing good personal hygiene and grooming.

OTHER REQUIREMENTS

Meet California state minimum age to sell and serve alcohol.

PREFERRED QUALIFICATIONS

• Bilingual or Multilingual
• Prior Emotional Intelligence Training
• Prior Forbes Training
• Alcohol awareness Certification
• CA Food Handlers Certificate

The Sheraton and Westin Palo Alto (a Pacific Hotel Management Hotel), functions 7 days a week, 24 hours a day. All associates must acknowledge and understand this fact and be aware that at times it may be necessary to move an associate from their accustomed shift as business dictates.

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