LEGACY is a core value that Halekulani lives by to celebrate our cultural history. For over 100 years, the hotel has welcomed visitors to Waikiki Beach, sharing our gracious hospitality, impeccable service, and unparalleled cuisine. Halekulani and Halepuna Waikiki employees live the legacy through the "art of service."
As an integral part of a team, the In Room Dining Server is responsible for continuously looking for ways to improve each guest's experience from providing exceptional guest service to setting up and delivers/serves food and beverage orders to guest rooms according to Hotel specifications, courteously and efficiently. Also assists in the maintenance of the Room Service area and equipment.
ESSENTIAL FUNCTIONS & RESPONSIBILITIES
- Maintain complete knowledge of and comply with all departmental policies/service procedures and standards.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and at any time of day.
- Always maintain positive guest relations.
- Be familiar with all Hotel services/features and local attractions/activities to respond to guest inquiries accurately.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Maintain complete knowledge of all liquor brands, beers and non-alcoholic selections available in Room Service.
- Maintain knowledge of the particular characteristics and description of every wine/champagne by the glass and major wines on the wine list.
- Maintain complete knowledge of designated glassware and garnishes for drinks.
- Maintain complete knowledge of all menu items, preparation method, ingredients, sauces, preparation time, garnishes, presentation and prices.
- Maintain complete knowledge of guest room layout, locations and room numbers/names.
- Maintain complete knowledge and strictly abide by state liquor regulations, particularly those prohibiting service to minors, intoxicated persons and drunk driving.
- Maintain knowledge of P.O.S. and manual systems.
- Answer Room Service phone within 3 rings, using correct salutations and telephone etiquette.
- Complete opening side duties as assigned.
- Retrieve all food orders from kitchen and place on table/tray.
- Retrieve all alcoholic beverage items from bar and place on table/tray in accordance with the departmental standards.
- Transport tables/trays from Room Service area to guest rooms, ensuring all standards of food presentation are maintained and that no spillage occurs.
- Enter the guest room and place the table/tray by following the established departmental procedures.
- Serve the food items and beverages to the guest.
- Open and serve wine/champagne bottles.
- Present check to guest for signature/payment. Adhere to all payment procedures established by Accounting.
- Set up and deliver amenities to designated rooms.
- Monitor and maintain cleanliness, sanitation and organization of all service areas, guest rooms and guest corridors.
- Transport all tables/trays from guest rooms to Room Service area as assigned.
- Clean and reset tables/trays, maintaining sufficient supply in the Room Service area.
- Collect and report tips at the end of the assigned shift.
- Complete closing duties
- AM - Deliver door knob orders.
- Night - Collect and set-up door knob menus from guest rooms.
- Perform all other duties as may be required or assigned.
SUPERVISORY REQUIREMENTS
Reports To: In Room Dining Manager, Shift Supervisor
Supervises: None
EDUCATION/EXPERIENCE
- High school diploma or equivalent vocational training certificate, prior restaurant service and guest relations experience preferred.
- Any equivalent combination of education and experience that provides the knowledge, skills, and abilities required to perform the essential functions of the position.
LICENSES/CERTIFICATIONS
- Liquor Commission Card as required by state law
KNOWLEDGE, SKILLS, & ABILITIES
- Ability to anticipate guest needs; respond promptly and acknowledge all guests.
- Ensure familiarity with all hotel services/features and local attractions and activities to respond to guest inquiries accurately.
- Must be highly organized, detail-oriented and have the ability to multi-task.
- Ability to maintain positive guest relations at all times.
- Familiarity with P.O.S. system operation and manual procedures.
- Must be able to prioritize tasks while maintaining timeliness.
MENTAL DEMANDS
- Must be able to comprehend, analyze, organize and prioritize a wide variety of information within time limitations.
- Requires the ability to read and perform mathematical calculations.
- Requires concentration, alertness and attention to detail.
- Must be able to perform under stressful conditions while maintaining a courteous and professional demeanor.
- Must be able to work collaboratively with other team members.
PHYSICAL DEMANDS
Activity
Over 2/3 of the time
About 2/3 of the time
About 1/3 of the time
Less than 1/3 of the time
Seldom or Never
Sitting
X
Climbing
X
Stooping, kneeling, crouching and/or crawling
X
Standing
X
Walking
X
Handling or fingering
X
Eye-hand-foot coordination
X
Use of vision
X
Activity
Less than 25 lbs.
25 to 50 lbs.
More than 50 lbs.
Pushing
X
Pulling
X
Lifting
X
Carrying
X
The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to access all areas of the main kitchen, including offices, kitchen, prep area, stock areas, kitchen, and walk-in coolers and freezers.
- Ability to move equipment and merchandise as needed.
- Ability to lift and carry items weighing up to 50 pounds occasionally.
- Ability to stand and/or walk for up to eight (8) hours per shift.
- Ability to sit or stand for extended periods of time.
- Ability to perform repetitive movements including walking, standing, bending, stooping, reaching, and lifting.
- Ability to reach up to six (6) feet.
COMMUNICATION DEMANDS
Activity
Over 2/3 of the time
About 2/3 of the time
About 1/3 of the time
Less than 1/3 of the time
Never
Talking (in-person) to co-workers
X
Talking (in-person) to business associates (i.e. outside contractors, vendors, etc.)
X
Talking (in-person) to the public (including guests)
X
Talking on the telephone and/or video conferencing
X
Written communication to co-workers
X
Written communication to business associates (i.e. outside contractors, vendors, etc.)
X
Written communication to the public (including guests)
X
Supervising employees or monitoring services provided by outside consultants, vendors and suppliers
X
Responding to written or verbal requests from co-workers
X
Responding to written or verbal requests from business associates (i.e. outside contractors, vendors, etc.)
X
Responding to written or verbal requests from the public (including guests)
X
Training and/or giving verbal instructions
X
Training and/or giving written instructions
X
Receiving verbal instructions
X
Receiving written instructions
X
Reading
X
Visiting and/or working at other work sites
X
WORK ENVIRONMENT
- Primarily indoors, air-conditioned areas.
- Some exposure to variable temperature conditions including outdoor hot/humid weather conditions.
- Exposure to variable, moderate noise levels.
- Will be in contact with chemicals and materials normally found in restaurant environments.
MATERIAL OR EQUIPMENT DIRECTLY USED
- Computer, calculator, telephone, copy machine, fax machine, and other equipment as required.
Hotels and Resorts of Halekulani is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.