Barista

Hilton Miami Blue Lagoon

SECTION ONE: MCR Universal Role Standards

EXECUTIVE SUMMARY

CLEANLINESS and FRIENDLINESS!
The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests.

AREAS OF EXCELLENCE

Happy Guests
Spotless Cleanliness
Product Consistency & Quality
Teamwork

Duties and Expectations

Happy Guests

Guest Relations: Greet guests happily upon arrival and throughout their stay with a smile.
Name Use: Use the guests’ names whenever possible, ensuring they feel properly welcomed.
Guest Satisfaction: all Team Members work together to contribute to great guest satisfaction scores.
Recovery: Ability to handle challenging guest situations with hospitality and a sense of urgency.
Hotel Knowledge: Strong knowledge of all features of the hotel facility and amenities.
Events: Awareness and support for all groups and events at the hotel.
Technology: Understanding of relevant technology for each role.
Phone Etiquette: Answer all incoming calls with friendly service using the approved greeting.

Spotless Cleanliness

Sparkling Clean Workspaces: All areas, both front and back of the house, should be kept clean and well-organized.
Pitching In: Cleanliness is a team effort! Everyone may expect to pitch in to clean guest rooms and public spaces as needed, to ensure the hotel is well-organized and safe.
Hospitality While Cleaning: always greet every guest happily with a smile, by name if possible, while cleaning.

Product Consistency & Quality

Checklists to 100% Accuracy: All operational checklists are completed accurately and at the designated times, every shift.
Shift Handover Reports: Handover reports must be accurate and on time, for effective shift-to-shift communication.

Flawless Uniform: All Team Members must wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times.

Teamwork

Communication: Communication between Team Members should be clear, honest, and professional.
Can Do Attitude: Willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.
Collaboration: All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace.

SECTION TWO: Role Specific Duties and Expectations

The Barista at Hilton Miami Blue Lagoon will create, prepare, and serve specialty coffee, tea, and other beverages, either hot or cold. The Barista will educate our guests on the drink menu and make recommendations based of their preferences. This person will have excellent service skills and be knowledgeable on how to operate brewing equipment. The overall goal is to ensure an excellent drinking experience offered to all our guests.
Responsibilities:
•Prepare and serve hot and cold beverages, such as coffee, blended coffee, and tea, to guests; correctly customizes orders as requested
•Describe product details to guests
•Receive and process payments accurately
•Ensure service stations are properly stocked with paper products or beverage preparation items
•Clean and sanitize all equipment, utensils, dishes, and work areas
•Ensure proper functioning of freezers, refrigerators, and heating by routinely checking temperatures in that equipment. Report any issues to management to be addressed
•Stock supplies or retail products
•Inventory, order, or receive products as directed
•Perform other related duties as assigned
Requirements:
•Ability to stand for extended periods of time and push/pull/lift 40+ pounds
•Excellent verbal and written communication skills
•Ability to follow all safe food handling procedures and sanitation practices
•Good memory to manage multiple orders simultaneously and recall faces, names, and preferences of frequent guests
•Ability to serve customers quickly, efficiently, and kindly
•A flexible schedule that allows availability early mornings, evenings, weekends, and holidays as the hotel demands
•Excellent time management and a proactive attitude.
•Organization skills