Description

OVERVIEW

While there are many pillars that are central to our mission, service is the center of the center. It is the most important thing at PUBLIC. We deliver service that is personal, attentive, gracious, friendly, knowledgeable, genuine and unscripted – from people who are passionate, sincere, curious, empathetic and social…who love making others feel good.

We focus on the services that are universally appealing and appeal to people today, while doing away with services that are obsolete, superfluous or pretentious. We’re not about thread count – we’re about a comfortable bed. We’re not about serving coffee in fine bone china with white gloves on – we’re about delivering great coffee fast and hot.

For us, exceptional service is about getting everything you need and want, and nothing extraneous. Our service is personalized, with personalized attention and tailored solutions…because service is not ‘one size fits all’.

At PUBLIC, guests get more than what is expected and much more than what has traditionally been customary.

SUMMARY/OBJECTIVE
The Server is responsible for delivering excellence in guest service by developing relationships with guests, providing personalized service, serving guest’s orders and anticipating guests’ needs.

ESSENTIAL JOB FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. Responsibilities and essential job functions include but are not limited to the following:

• Be an ambassador for PUBLIC by meeting and exceeding PUBLIC core objectives and values.
• Think and act like an owner.
• Be fully accountable for the people, product and profit within the hotel.
• Provide excellent, friendly, courteous and professional service to all internal and external guests, in every interaction.
• Ensure PUBLIC culture is enlivened in all aspects of the business.
• Maintain and ensure the overall cleanliness and safety of work area/assigned station and the establishment.
• Perform opening and closing procedures including but not limited to the set up and break down of stations, cleaning/clearing tables and checking tables before, during and while service is provided.
• Provide service to and be accountable for an assigned section.
• Must retain and maintain complete knowledge of all food and beverage menu items.
• Check identification for proof of age when required.
• Monitor guests’ drinks and anticipates guests’ needs.
• Perform all sequence of service duties in adherence to all PUBLIC standards.
• Develop relationships with guests in order to provide personalized service.
• Resolve guest complaints, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
• Respond to guests’ requests in an accurate and timely manner, creating a positive outcome that will result in a memorable experience.
• Up-sell food and beverage menu items.
• Proper handling of VIP’s, recognize repeat guests and protect their privacy and confidentiality.
• Ensure all procedures concerning guest checks, bar tabs and the transfer of such are met, including securing payment from departing guests.
• Perform accurate cash/credit handling and POS procedures in accordance with PUBLIC policies and procedures.
• Must be knowledgeable about PUBLIC i.e. location, cuisine, etc.
• Maintain knowledge about surroundings, i.e. nearby entertainment, theaters, etc.
• Ensure that PUBLIC reporting procedures are aligned with applicable SOP.
• Ensure all hotel and restaurant policies, standards and local laws are followed.
• Ensure sanitation fundamentals and Health Department requirements that are set forth by PUBLIC, local, state and federal regulations are in compliance.
• Serve alcohol responsibly and safely and in accordance with local guidelines.
• Undertake regular internal inspections to ensure PUBLIC’s assets are well maintained and protected.
• Protect the name of the hotel and PUBLIC and ensure that no actions are taken within, or in the name of, the hotel that could bring PUBLIC into disrepute.
• Take action in all matters related to the safety, security, satisfaction and well-being of team members, hotel guests and property. Respond swiftly and effectively in any hotel emergency or safety situations.
• Ensure compliance with all hotel policies and procedures at all levels.

Required Skills and Qualifications

• Expert in restaurant/bar operations and excellent working knowledge of all internal departments.
• Actively use up-selling techniques to exceed guest expectations and increase revenue and guest satisfaction.
• Must have the ability to carry large trays of drinks and food and have the ability to organize multiple orders.
• Maintain a high level of personal appearance and hygiene at all times.
• Must have the ability to work a flexible schedule, including weekends, holidays and late hours when necessary.
• Must have the ability to report to work on time and when scheduled.
• Must have the ability to stand and/or walk for extended periods of time.
• Ability to behave at all times based on a guest responsive culture where exceptional guest service prevails.
• Be attentive, accountable and highly organized and has the ability to plan multiple activities in a timely fashion.
• Possess excellent interpersonal and communication skills.
• Possess excellent phone skills and be guest service oriented and proactive.
• Ability to maintain a positive and professional demeanor and composure at all times.
• Ability to be friendly, engaging, gracious and the ability to focus and connect with all guests and team members and exceed their expectations.
• Have an upbeat, energetic, authentic and professional attitude at all times.
• Know how to participate in a team environment and assist other departments when needed, providing lateral service.
• All other responsibilities, tasks and special projects as assigned by leadership.

CORE COMPETENCIES

• Guest Focus
• Problem Solving
• Peer Relationships
• Time Management
• Composure
• Functional Technical Skills

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job.
While performing the duties of this job, the team member is regularly required to talk and/or hear. The team member frequently is required to stand, walk; bend and lift of up to (30) pounds; use hands; and reach with hands and arms.

EDUCATION AND EXPERIENCE REQUIREMENTS

• A minimum of two years’ experience
• A comprehensive, working knowledge of the hospitality business
• Computer literacy to include: Micros, POS systems
• Ability to comprehend, read, write and speak English fluently

OTHER DUTIES

This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform from time to time. This job description reflects the job content at the time of writing and will be subject to periodic change based upon changing operational and environmental requirements. Such changes will be discussed with the team member and the job description amended accordingly. This job description in no way states or implies that these are the only duties to be performed by the team member occupying this position. Team members will be required to perform any other job-related duties assigned by their supervisor. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Due to the nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays. The team member will carry out any other duties as are within the scope, spirit and purpose of the job as requested by their manager or department/division Head.

The team member will actively follow PUBLIC policies and will maintain an awareness and observation of Fire and Health & Safety Regulations.