In Room Dining Server

Job Summary

Delivers 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

• Maintain complete knowledge of and comply with all departmental policies/service procedures/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 whatever time of day.

• Maintain positive guest relations at all times.

• 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 rings, using correct salutations and telephone etiquette.

• Complete opening side duties as assigned:

• Check quality and amount of all Room Service stock and supplies using checklist.

• Fold/stack Room Service napkins.

• Requisition all necessary supplies and transport from storeroom to Room Service.

• Set tables and trays.

• Set up all condiments (butter, jellies, syrups, juices) and beverages (alcoholic and non-alcoholic).

• Ensure a sufficient supply of all silverware, glassware and chinaware for service.

• Prepare all cold food items (cereals, fruits, salads).

• Check cleanliness and condition of all equipment for use in Room Service area, rectify any deficiencies.

• Ensure all flowers and decorative items are fresh for guest use.

• 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 side duties:

• Properly store all reusable goods.

• Breakdown all goods.

• Clean all equipment as assigned in the side duties.

• Restock items for next service.

• Remove all dirty linen; fold napkins.

• Marry and stock all condiments.

• Reset tables/trays.

• Complete all closing reports as assigned.

• AM - Set up and deliver door knob orders.

• PM - Collect door knob menus from guest rooms.

Other Duties

• All Associates are required to fully comply with hotel and departmental rules, regulations and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities. Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etc.
• Attend and participate in all hotel and/or departmental meetings, training sessions and other information meetings.
• Regular attendance in conformance with hotels standards is essential to the successful performance of this position.
• Comply with hotel grooming standards for both uniformed and non-uniformed associates.
• Comply with hotel service and behavioral standards towards our guests, vendors and fellow colleagues, including, but not limited to ensuring proper phone etiquette, courteous and respectful behavior and maintaining a friendly and positive attitude.
• Perform all other duties as directed by management that are consistent with the policies and procedures of the hotel.

Working Conditions & Physical Requirements

Physical Effort:

Significant portions of day require prolonged standing and moving, lifting or transporting materials up to 25 lbs such as trays, food items, etc. Ability to visually review documents and computer screen throughout day.

Physical Environment:

Ability to walk or stand for extended periods of time during course of shift.

Manual Skills

Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations.

Work Schedule:

Due to the cyclical nature of the hospitality industry, Associates may be required to work varying schedules to reflect the business needs of the hotel.

Safety:

Responsible for operating within hotel safety guidelines, including the safe and responsible operation of hotel equipment. Reports and addresses safety concerns as they arise. Ensures safe handling of chemicals in accordance with hotel and department standards and utilizes proper personal protective equipment (PPE) when appropriate.

Qualifications

Education:

High school diploma or equivalent vocational training certificate required.

Experience:

Prior experience as restaurant or banquet server. Prior experience within a four star hotel brand preferred.

Computer Skill & Other Technical Skills:

Ability to learn and utilize computer software and hardware required. Ability to easily maneuver on computer keyboard required.

Ability to learn, utilize and communicate effectively via company issued communication devices (e.g. Nextel phones, etc).

Communication:

Advanced ability to comprehend and speak English to understand and respond to information and address advanced guest requests required both verbally and in writing. Knowledge of additional language(s) preferred.

Licenses or Certifications:

n/a

Other:

Must be customer-service oriented and have excellent hospitality skills.

Must meet age requirement to serve alcoholic beverages