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 restaurant 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 lobby 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 restaurant.
You may be preparing to join a shift or open the restaurant 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 the restaurant, 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 table chairs centred and clean? Table and bar tops clean to the touch and not sticky from the previous night? You are confident the restaurant looks great and you prepare to welcome your hotel guests and locals with a smile and cheerful attitude. The restaurant can be a lively place and should be a comfortable 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 morning progresses into afternoon and evening, the restaurant gets busier and a contagious buzz envelops the room. There may be a large table for a business networking lunch, a group of regulars or a family who just got to town for their long awaited vacation! 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, you make sure the flow of the restaurant is seamless and enjoyable. You have excellent communication with the service team and seat tables in a way that allow your team members to balance their timing. You are the first impression when the guests walk in and the last impression when they leave! By the time you leave you are more than satisfied that your guests are all taken care of having a great time in our restaurant.
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.
- You follow company policies with regards to seating and managing the room;
- Stay one step ahead of guest’s needs reading their mindset and ensuring they are seated in an area of the restaurant that is best for them;
- Assist in flipping tables;
- Maintain a calm and welcoming demeanor while multitasking to handle guest interactions at the same time as your daily cleaning and preparation tasks;
- Communicate effectively with all service team members and managers to ensure that they are set up for success when approaching their tables and guests;
- 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;
- Some experience in guest/customer service.
- Flexibility to work a variety of shifts.
- The understanding that SERVICE is the key to any successful business.
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