General
It is part of your role to understand and comply with all corporate and hotel policies and standard operating procedures.
MOHG Code of Conduct requires that all business activities and business decisions comply with the general law, with all rules, regulations, and other requirements.
It is part of your role and your responsibility to fully support all learning and development activities.
You shall take all reasonable steps to safeguard stored information, and not divulge or otherwise transfer any personal data concerning the guests, customers or colleagues, or any confidential information concerning the hotel unless with the appropriate authority.
Use of the hotel’s network, computers or internet access which is in the hotel’s view unreasonable or inappropriate, for example gambling, chatroom, or pornographic material, is a serious breach of hotel policy and grounds for summary dismissal.
Support and adhere to all policies & procedures relating to Safe, Sound and Sustainable at Mandarin Oriental.
Ensure compliance with the MOHG Social Media Policy, i.e. to be fully responsible for the content you publish on any social media platform, including your personal site.
Mandarin Oriental, Doha has zero tolerance on all forms of harassment or discrimination, i.e. it is strictly forbidden to discriminate on the basis of gender, disability, including physical or medical condition, race, colour, religion, national origin, ancestry, citizenship, age, sexual orientation, marital status, or for any other reason.
To carry out any additional duties requested by management, related to hotel operational activities.
Departmental
Have a very good understanding of the food and beverage offerings and be able to verbally explain those to the guest. This includes wine pairings, ingredients and promotions.
Display proper and professional phone etiquette and assure that all guest details and requests are clearly registered and communicated.
Maintain a smooth communication with the corresponding kitchen staff for a flawless service.
Advise guests with approximate time frame for preparation, delivery and all related policies as well as answering to any other guest inquiries, including restaurant reservations if required.
Assure guest orders are complimented and any special guest requests are considered in line with the LQEs.
Coordinate and assist the IRD Manager on the delivery of all the VIP amenities and work closely with the Front Office team to assure that all requirements are delivered as per standards.
Help and assist the IRD Server in coordinating, setting up and clearing In Room Dining tables if required and assist in preparing the daily mise-en place and assure that all office related stationary is in place and restocked.
Track and follow up on the timely delivery of orders and collection of trolleys with the in room dining colleagues to avoid delays.
Maintain a clear knowledge of all IG point of sales related and perform any tasks relating to billing according to hotel standards and cashiering policies.
Any other reasonable tasks as assigned by the IRD Manager including assisting other outlets.
Colleague Relations
Communicate clearly and directly with all colleagues and superiors in order to avoid misunderstanding and other shortfalls caused by lack of communication. Particularly focus on clear communication of placing guest orders to the kitchen and to server.
Ensure that management and kitchen colleagues are informed of any special guest preferences or allergies.
Be committed to being a team player; proactively cooperating and supporting colleagues in operational tasks including assisting waiters in service procedures including clearing of tables if required.
Guest Relations
Warmly engage and converse with guests while taking their food and beverage order and professionally provide the guest with suitable suggestions.
Ask questions and listen carefully to ensure that all needs are met, including food allergies, accompaniments and condiments.
Ensure each guest receives a personalized experience, performed in a timely and complete manner.
Ensure customer satisfaction in accordance to the applicable MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of MOQA.
Personally monitor and follow through on any orders or requirements from VIP guests who order In Room Dining and inform the manager in charge of the order.
Create WOW moments to surprise and delight in house guests.
Maintain and adjust the guest database to record and act upon guest preferences.
Listen to any customer complaints and if possible resolve them effectively and otherwise refer to the manager in charge.