Sommelier/Wine Steward - Johannesburg Marriott Hotel Melrose Arch at Marriott International

POSITION SUMMARY

Issue, open, and serve wine/champagne bottles. Answer guest questions or concerns regarding the origin, vintage, and style of various wines. Update and maintain wine list and MICROS system. Pair and suggest wines that will best complement menu items. Attend wine tastings and develop relationships with vendors. Request new wines and products. Create and update wine lists. Design and implement wine promotions and incentive programs. Monitor and replenish inventory of wine cellar, equipment, and glassware. Train and educate server and bartender staff.  Conduct vintage and BIN number checks. Conduct staff wine tastings. Secure liquors, beers, wines, coolers, cabinets, and storage areas. Follow all state and local laws for serving alcohol responsibly. Maintain accurate spill sheet. 

Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Ensure adherence to quality expectations and standards. Read and visually verify information in a variety of formats (e.g., small print). Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance. Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. Move through narrow, confined, or elevated spaces. Move over sloping, uneven, or slippery surfaces as well as up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested by Supervisors.                        

CRITICAL TASKS

Safety and Security

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Complete appropriate safety training and certifications to perform work tasks.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Follow company and department policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Address guests' service needs in a professional, positive, and timely manner.
• Thank guests with genuine appreciation and provide a fond farewell.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Assist other employees to ensure proper coverage and prompt guest service.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Read and visually verify information in a variety of formats (e.g., small print).
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance.
• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
• Move through narrow, confined, or elevated spaces.
• Move over sloping, uneven, or slippery surfaces.
• Move up and down stairs and/or service ramps.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.

General Food and Beverage Services

• Follow property key policies, including checking out and returning keys to appropriate departments.
• Follow appropriate procedures for serving alcohol (e.g., TIPs (Training for Intervention Procedures), CARE (Control Alcohol Risks Effectively)).
• Ensure that coolers, freezers, bread drawers, and steamwells (e.g., gravy, soup) are set at the correct temperatures and labeled, and record equipment and food temperatures on HACCP chart.
• Complete scheduled inventories (e.g., opening inventory) of supplies, food, and liquor to check stock and requisition necessary supplies.
• Report any employee, guest, and/or vendor incidents and accidents to management and Loss Prevention at the time of the incident and/or accident.
• Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen.
• Monitor dining rooms for seating availability, service, safety, and well being of guests.
• Document any and all guest and employee incidents/accidents for management follow up.
• Notify management of maintenance repairs issues.

Assists Management

• Communicate with guests, other employees, or departments to ensure guest needs are met.
• Update MICROS system menus as required.
• Conduct meetings with Servers and review information pertinent to set-up and service, and coordinate service.

Greeting and Seating

• Thank every guest upon departure, invite them to return, and wish them a fond farewell.

Closing

• Secure liquors, beers, wines, coolers, cabinets, and storage areas.
• Complete bottle transfer slips and distribute accurately.
• Track most saleable items to give feedback to management.
• Check with captain or supervisor before leaving at end of shift.

Steps of Service

• Retrieve alcoholic beverages from bar and serve to guest in accordance with the company standards and local laws.
• Serve food courses to guests, following QA audit standards (e.g., serving from the right, ladies first, unobtrusive service).
• Check in with guests to ensure satisfaction with each food course and/or beverages.
• Take and record guest orders using position points for beverages and food, utilizing suggestive/up-selling techniques.

Wine/Sommelier

• Update and maintain wine list and MICROS system.
• Attend wine tastings and training to continue self education and development.
• Answer guest questions or concerns regarding the origin, vintage, and style of various wines.
• Decant wines appropriately to the wine type.
• Issue, open, and serve wine/champagne bottles, ensuring guest satisfaction.
• Monitor inventory of wine cellar, ensuring appropriate quality and amounts of wine, proper storage and disposal of wines, and replenishing cellar as needed.
• Train and educate server and bartender staff on wine origin, vintage, styles, and pairings.
• Pair and suggest wines that will best complement each particular food menu item.
• Conduct vintage and BIN number checks.
• Request new wines and products to complement existing menu selections.
• Conduct staff wine tastings per company SOP and applicable laws.
• Conduct period inventories to ensure percentage cost is at or below budgeted levels.
• Order and conduct inventory of specialty wine equipment and glassware.
• Create and update wine lists for outlets or restaurants.
• Design and implement wine promotions and incentive programs.
• Meet with wine distributors, wineries, and purveyors to stay abreast of latest products and ensure positive vendor relationships.

Bartending

• Follow all state and local laws for serving alcohol responsibly (e.g., last call times).
• Document and communicate any incidents/accidents immediately to management and Loss Prevention during shift or event.
• Maintain accurate spill sheet.
• Check quality and set up designated bar stock and supplies by using checklist.

PREFERRED QUALIFICATIONS

Education

• Technical, Trade, or Vocational School Degree
• Related Work Experience
• At least 2 years of related work experience