The Breakfast Ambassador
In order to provide a consistently high level of quality and service, staff appropriately to accomplish our updated breakfast standards each day (consider busier days with higher occupancy, large groups in-house, etc).
To assist with meeting brand standards the Breakfast Ambassadors should:
* Be familiar with all food offerings
* Interact with guests as appropriate
* Set up the buffet according to standards (consistency is key, since regular guests will always know where items are)
* Maintain the cleanliness of the buffet and dining area
* Empty trash containers when they are * full and at the end of service
* Prepare food according to standards
* Follow all correct food-handling procedures
* Plan and prepare for the following day
* All of these tasks should be executed within the food safety guidelines for our service Team Members, being sure that appropriate forms are on site and completed as directed in the global food safety forms and logs
* Take responsibility for personal hygiene, preparation of hot food items and food stock rotation
During service, the breakfast ambassador's role is to keep a neat and clean buffet, which is well stocked with all the core menu items. It is equally important to make guests welcome in the breakfast area, interacting with them when appropriate and to provide clean places to enjoy their breakfast selections.
It is critical that all Breakfast Ambassadors and associates who assist with breakfast review the Implementation Guide (PDF) on an annual basis.
* Be familiar with all food offerings.
* Interact with guests as appropriate.
* Set up the buffet according to standards (consistency is key, since regular guests will always know where items are).
* Maintain the cleanliness of the buffet and dining area.
* Empty trash containers when they are * full and at the end of service.
* Maintain adequate food supplies on the buffet, refreshing hot food every 30 minutes at a minimum.
* Prepare food according to standards.
* Follow all correct food-handling procedures.
* Plan and prepare for the following day.
All of these tasks should be executed within the food safety guidelines for our associates, being sure that appropriate forms are on site and completed as directed in the global food safety forms and logs located on MGS (keyword Global Food Safety Audit).
Interacting with Guests
Your interactions with guests are just as important as the products we serve. Be sure to tailor your approach to each type of guest.
* Watch for guest cues (for example, eye contact)
* Chat with the guest about the weather, local events, etc.
* Take the opportunity to talk about buffet offerings
* Watch for guest cues (for example, avoiding eye contact, closed-off body language)
* Don't take it personally
* Greet the guest sincerely, and offer a fond farewell
Guests in a Hurry
* Watch for guest cues (for example, on the phone)
* Anticipate guest needs
* Offer appropriate assistance (for example, 'to-go' items)
Clearing and Sanitizing Tables
Even if guests clear their own tables, the tables must still be cleared and sanitized to make them ready for the next guest.
To efficiently clear and sanitize a table:
* Bring a sanitized side towel. You will use it after you clear the table.
* Remove all used items. Use a tray to carry items to the kitchen for disposal. Don't use the trash cans in the breakfast area.
* Wipe the table and chairs. Do not use guest napkins! Use the side towel, with a solution of Ecolab Oasis Multi Quat 146 or a similar product. Do not brush crumbs onto the floor; pick them up in the side towel.
* Check the floor for debris.
* If possible, clear multiple tables in a single trip.
Preparing for High Breakfast Volume
Keeping a well-stocked buffet and a clean breakfast area are the two most important tasks when breakfast gets busy. To keep up with the demand during these times, you may choose to employ the following best practices:
* Cross-train associates from other departments so they can assist with breakfast duties.
* Inform guests at check-in of busy breakfast times. Invite them to dine at non-peak hours.
* Extend your breakfast hours to accommodate "last-minute" breakfast guests.
* Invest in extra equipment. For example, you could set up breads, cereals or other items in the back, so they can be brought out quickly and exchanged when you are running low. Additional chafing dishes could be used in a similar way.
* Move large groups or sports teams to a meeting room or other separate location for their breakfast.
* Set up self-serve busing stations and/or multiple trash cans in the buffet area. (Remember, empty trash when it is 3/4 full.)
* Have an associate at the waffle station to make "waffles to order" for guests.
* Have a manager on duty to help greet and seat guests, just like a restaurant host or hostess!
* Set up To Go bags with yogurt, a banana, a spoon, and a napkin near the exit for guests who are in a hurry.
An accurate forecast of how busy or slow your property will be in the short term can have numerous benefits. You can better control CPOR (cost per occupied room) and inventory pars (the minimum amount of each item needed for slow, normal, and busy times).
Proper forecasting can help reduce waste, since food will be consumed on a timely basis. It will improve storage conditions, and ensures that the right products are always available and rotated regularly.
When forecasting, be sure to consider:
* Hotel occupancy
* Guest room turns
* Special groups
* Local activities
* Weekday/weekend customer profile
* Popularity of items
Place food orders at least one to two days before the required delivery date. Order only approved products from approved vendors.
To have the right amount of product on hand, follow these steps.
1. Create a Master Order List, using the Food Specifications and Order Guide (XLS). Assign an inventory par level to each item for slow, normal, and busy times.
2. Place orders by comparing current on-hand inventory to inventory pars. For example, if you have one case of blueberry muffins on hand, and the inventory par is "2 cases for busy times," you should order another case if you forecast that the hotel will be busy.
3. All associates with breakfast responsibilities should be trained on how to take inventory and place orders.
4. Inventory pars should be reviewed periodically for accuracy.
All deliveries should be checked as they arrive.
Do not sign for a delivery until you have inspected it for:
* Evidence of defrosting
* Damage to packaging
* Evidence of rodent damage
* Evidence of tampering
* Expiration date (close to or past the expiration)
* Bruised, rotten, or damaged fruit
If you observe any of the above, refuse the item. Items that you sign for should be dated immediately with a permanent marker or date gun, and stored as soon as possible.
* Proper storage of items can prevent unnecessary waste. The following are some best practices that should be deployed in your hotel:
* All perishable foods must be stored within 30 minutes of receipt
* All foods must be stored at least 6 inches off the floor
* All food must be rotated using the FIFO rule
* The storage area must be kept clean, organized, and well labeled
* All product must be properly dated (never mix old and new product)
* Cereal bags should be taped shut, or an airtight container should be used
* Store glass containers on the lowest shelves
* Toxic and chemical materials must be stored away from food items, equipment, and utensils
* Store all boxes below the fire line, and at least 18 inches away from fire extinguishers.
* Use only approved plastic or stainless steel (NSF) containers for food storage and service.
* Frozen products must be stored frozen, and thawed only under refrigeration for use on the next shift.
Customer Service experience preferred
Previous experience working as a server preferred.
Must have the ability to communicate in English.
Ability to transport up to 30 lbs. through a crowded room on a continuous basis
throughout the shift.
Ability to stand/walk for long periods of time.
Self-starting personality with an even disposition.
Maintain a professional appearance and manner at all times.
Must be willing to "pitch-in" and help co- workers with their job duties and be a team player.
Ability to effectively deal with guest and employee concerns in a friendly and positive manner.