A Day in YOUR Life as a Bartender
This restaurant is located at the DoubleTree by Hilton West Kelowna and operates under the brand Turtle Jack's Kitchen and Bar. Turtle Jack's locations provide a branded menu for lunch and dinner service and the food and beverage team at this location will also create and deliver a local breakfast program that exceeds Hilton standards as well as service any food and beverage requirements for our meeting spaces.
Every person that enters our establishment and sits at your bar should be greeted and feel like a guest! This is YOU on your first day of work and every work day after that. You walk in with a smile, say hello to passing guests and acknowledge your colleagues perhaps with a smile, nod or salutation. You already have a feel for how your day is going to unfold based on the flow and noise level in the bar and you aren’t even in uniform yet! You make your way to the employee change room and transform into to your, sharp, sophisticated look with your professional uniform, punch in at the time clock and energetically join your teammates in the pub.
You may be preparing to join a shift or open the pub for business. Regardless of the time of day or length of shift you are ready to meet every guest with exceptional service and care!
As we open, we focus on cleanliness and preparedness. First impressions are essential to repeat business. How does the restaurant smell? Is it fresh, but without the smell of cleaning chemicals? Are the bar stools centred and clean? The bar top is clean to the touch and not sticky from the previous night? You are confident the pub looks great and now you stock and supply your bar for the busy night ahead. You are prepared to welcome your hotel guests and locals with a smile and cheerful attitude. The bar is a lively place and should be a fun place for guests to gather however, we can’t do it alone. Throughout the day you will be in constant communication with your supporting team. Did you know that some guests aren’t aware of our specialty items, whether that be a local craft beer or a tasty food item from our chef!! I see an up selling opportunities in the future!
As the afternoon progresses into evening, the bar gets busier and a contagious buzz envelops the room. There may be a special event tonight! Regardless you read the guest as they enter and approach them with care and pleasantries. Don’t forget you are their ambassador to our hotel, surroundings and city. You may have to juggle some of those talents you have, make sure they know all the great products the pub has to offer, maybe find them a new beer to try, or give a recommendation on a wine pairing for their meal. By the time you leave you are more than satisfied that your guests are all taken care of having a great time in our pub.
Who you are and why is this important…
- Enthusiastic, Attentive and Approachable
- Ensuring our guests and team mates feel comfortable.
- Organized & Communicative
- Clear, concise communication between team members and guests alike creates a smooth operation.
- Effective Multi-Tasker
- Personal interactions, phones, emails and on-going projects are always in play.
What happens behind the scenes of all those interactions…
- You follow company policies such as checking IDs, ensuring no one is over-served and any other requirements for the processes as outlined by your department leaders;
- Assist your servers with their tables when busy;
- Stay one step ahead of guest’s needs including and not limited to recording and acting on their preferences, handling their orders, requests, questions and concerns;
- Handle cash and credit transactions;
- Maintain a calm and welcoming demeanor while multitasking to handle guest interactions at the same time as your daily cleaning and preparation tasks;
- Listen respectfully when guests have complaints. Empathize and work with the guest in an efficient manner to come to a resolution or loop in a manager if necessary to ensure the guest has a satisfactory resolution to their complaint;
- Follow all company and brand standards to sell the products available including and not limited to using the up selling approach to food and beverage orders.
What are we looking for..
- Some experience in guest/customer service.
- Flexibility to work a variety of shifts.
- The understanding that SERVICE is the key to any successful business.
- Serving it Right (BC), ProServe (AB) certification Smart Serve (ON)
