IRD - Server

As an In-Room Dining Server you are responsible for preparing orders, set trays and delivering items to guest rooms in an attentive and efficient manner, and ensuring to provide excellent quality service as per the Hotel Standard operating procedure. Additionally responsible for maintaining cleanliness at work and guest areas by clearing, collecting and returning food and beverage items to proper area. Also serve food courses and beverages to guests.

STANDARD SPECIFICATIONS:

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other associates or guests.

SKILLS AND QUALIFICATIONS:

Essential:

• Minimum of two years' experience in restaurant.
• Willingness to work nights, weekends, and holidays.
• Excellent presentation and communication skills.
• Ability to remember orders with accuracy.
• Ability to memorize menu items and wine list.
• Ability to write legibly.
• Ability to work under pressure and in close proximity of others.
• Ability to exercise patience and diplomacy
• Ability to provide service efficiently and expediently while conveying a warm and friendly demeanor.
• Ability to multi-task.
• Ability to work in a cohesive team environment.
• Ability to work standing, walking throughout shift.
• Ability to lift up to 35lbs.
• The ability to serve and clear food and beverage items in an unobtrusive and professional manner.
• Must posses a valid drivers license.

• Fluency in a foreign language, preferably Spanish.
• Experience in hospitality industry in similar position.
• CPR certification.
• TIPs and Food Handlers certification.
• Previous experience in restaurants or In-Room Dining.

• Demonstrate knowledge of The Ojai Valley Inn & Spa's style, practices, culture, terminology, organizational structure, and general philosophy. That Philosophy should be portrayed in the professional appearance, behavior, integrity, openness and accessibility to employees and guests.
• Maintain a friendly yet unobtrusive manner with all guests throughout their dining experience.
• Demonstrate strong knowledge of all elements of The Ojai Valley Inn & Spa's TQM system.
• Attend and participate in all required meetings.
• Ensure all Human Resource policies and practices are applied consistently while adhering to all Federal, State and Local laws.
• Promote teamwork and foster a harmonious working climate.
• Understand all food and beverage items offered, including ingredients, methods of preparation and proper service.
• Promote good public relations and handle complaints or concerns of guests.
• Recognize and address potential intoxicated, disruptive, or undesirable guests.
• Properly handle and report employee guest accidents.
• Respond properly to any hotel emergency or safety situation.
• Perform other tasks or projects as assigned by In-Room Dining Manager, hotel management, and staff.
• Constantly monitor appearance, attitude, and degree of professionalism to ensure strict adherence to The Ojai Valley Inn & Spa's standards of quality service.
• Follow proper payroll and uniform procedures.
• Offer In-Room Dining guests an enjoyable, expertly served beverage/dining experience conforming to the In-Room Dining Service and Training Manual:
• The In-Room Dining Server must be able to speak intelligently about of all of the flavors, ingredients, and preparation of menu items as well as soft drinks, liquors, beers, and wines available.
• The In-Room Dining Server must always have their "tools of the trade" on their person during shift.
• The In-Room Dining Server/Coordinator must ensure that the tray is set up to standard.
• The In-Room Dining Server/Coordinator must refer to the "In-Room Dining Plating Guide" to ensure the correct additional flatware for the items ordered.
• The In-Room Dining Server/Coordinator must refer to the "In-Room Dining Plating Guide" to ensure the correct condiments and side items.
• If applicable, the In-Room Dining Server/Coordinator must place the ice in the appropriate glass and transport beverages in their unopened state.
• If beverages are to be served chilled, they must be transported either on ice or in a beverage chiller.
• If beverages are to be served hot, they must be transported in an insulated beverage server.
• All filled beverage glasses must be transported covered with Saran Wrap. All empty beverage cups, glasses, and mugs must be transported upside down.
• All cold food items must be transported on the tray with a plate cover or sealed in Saran Wrap.
• All hot food items must be transported in a preheated hot box and covered with lid or a plate cover.
• The In-Room Dining Server will refer to the "Plating Guide" to determine if any of the food items being served require a pepper mill.
• The In-Room Dining Server must make note of the guest's preference of dining location on the "In-Room Dining Order Form" and refer to the secure a tablecloth for the delivery, if applicable.
• In-Room Dining Server must inform the Coordinator which room they are about to deliver to before departing with the order.
• The In-Room Dining Order will be transported in the most expeditious method possible while ensuring that the food does not suffer.
• The In-Room Dining Server will remove all Saran Wrap from all of the food and beverage items before knocking on the guest room door.
• If the guest requested a booster seat or highchair, the In-Room Dining server will retrieve them from the nearest Maid's Closet before knocking on the guest's room door.
• The In-Room Dining Server will set the hot box down just outside the guest room so that it is not visible from within the room.
• The In-Room Dining Server will set the tray down on top of the hot box before knocking on the guest room door.
• The In-Room Dining Server must confirm the correct room number on the guest check before knocking on the guest room door.
• The In-Room Dining Server will knock firmly three times on the guest room door and immediately announce in a clear voice: "In-Room Dining!"
• If the guest does not answer the door after three attempts, the In-Room Dining Server will use their passkey to unlock the guest room door. The In-Room Dining Server will open the door a crack and announce clearly: "In-Room Dining!"
• If the guest is not present in their room when the order is delivered the In-Room Dining Server will immediately radio the Coordinator and inform them that the guest is absent.
• When the guest opens the door,The In-Room Dining Server will smile make eye contact with the guest as they enter the room, smile and speak in a pleasant, calm voice. The standard greeting will be, "Good morning/afternoon/evening I am _________ with In-Room Dining."
• The In-Room Dining Server must ask for the guest's permission before entering their room.
• The In-Room Dining Server must wait for the guest's permission before entering their room.
• The In-Room Dining Server will secure the guest room door in an open position with their rubber door jam.
• The In-Room Dining Server must first enter the guest room without the tray to survey the room for optimal service.
• The In-Room Dining Server will ask for the guest's permission to open their closet and retrieve a luggage rack.
• The In-Room Dining Server will secure the luggage rack from the closet and set the tray on it in a location that is both out of the way and convenient to service.
• The In-Room Dining Server will then retrieve the tray from outside of the room and set it on the luggage rack.
• If the guest is dining at a dining table in their room or on their patio, the In-Room Dining Server will lay the tablecloth on the dining table and proceed to set the table to standard.
• If the guest(s) are dining in the room but the room does not have a dining table, the In-Room Dining Server will secure the Flip-up table located in the guest room.
• The In-Room Dining Server will ask the guest if they would like to watch TV while dining.
• If the guest does not want watch TV while dining and there is a fireplace in the guest room, the In-Room Dining Server will ask the guest if they would like to dine fireside.
• The In-Room Dining Server will retrieve the appropriate number of desk chairs from the desk area and place them to standard.
• The In-Room Dining Server will then proceed to set the Flip-up Tables to standard.
• The In-Room Dining Server must place the correct additional flatware (soupspoon, salad fork, dessertspoon etc) at the correct place setting.
• The In-Room Dining Server will serve all ladies first. Starting with the eldest first.
• The In-Room Dining Server will serve from the right, and "pass" from the left.
• The In-Room Dining Server will place the beverages according to standard and remove the "Stan caps".
• The In-Room Dining Server will remove all beverage bottle caps and open all beverage cans.
• The In-Room Dining Server will pour the first serving of each beverage into the applicable glass.
• The In-Room Dining Server will pull out the dining chair (for the lady first, if applicable) and invite the guest(s) to sit at their applicable place setting.
• The In-Room Dining Server will assist each guest into a sitting position.
• The In-Room Dining Server will remove the napkin from each setting and place it gently into the applicable guest's lap.
• The In-Room Dining Server will serve the first course from the right.
• Once the first course has been placed in front of the guest, the In-Room Dining Server will then remove the lid or plate cover (if applicable).
• If the first course(s) is soup, the In-Room Dining Server will place an empty soup bowl in front of the guest and proceed to pour the soup into the bowl from the insulated soup pot.
• The In-Room Dining Server must announce the first course to each guest once the cover has been removed or as they pour the soup.
• The In-Room Dining Server will offer fresh ground pepper if appropriate.
• The In-Room Dining Server will proceed to serve the bottle of wine (if applicable) to standard.
• If any of the remaining courses are cold items, the In-Room Dining Server will inform the guest that they are located on the tray, lift the cover/lid and announce the menu items to the guest.
• If any of the remaining courses are hot food items, the In-Room Dining Server retrieve the hot box from the hallway and place it in a convenient location for the guest, open the hot box, remove each item, lift off the cover/lid, announce the menu items to the guest, replace the cover/lid and place them back in the hot box.
• The In-Room Dining Server will present the check to standard.
• The In-Room Dining Server must inform the guest of the included Service Charge as they present the check.
• Once the guest has signed the check, the In-Room Dining Server will check that all of the necessary billing information is complete and legible.
• The In-Room Dining Server will ask the guest to please call In-Room Dining once they have finished to ensure a timely tray removal.
• The In-Room Dining Server will wish the guest a fond farewell before departing the guest room.
• The In-Room Dining Server will remove all service "trash" from the room as they depart.
• The In-Room Dining Server will remove the rubber doorstop as they depart the guest room.
• Once they have left the guest room, the In-Room Dining Server will radio the Coordinator and inform them that the order has been successfully delivered.
• Upon returning, the In-Room Dining Server will hand the signed guest check to the Coordinator.
• The Coordinator and In-Room Dining Server will utilize the Tray Pick-up List and Order Log to ensure all trays delivered on one shift are all removed on the same shift.
• Anticipate the needs of guests.
• Ascertain a guest's satisfaction and handle any problem, which may arise informing a manager of the problem and how it was resolved.
• Utilize the hotel's computer system ringing up sales, printing checks, closing checks, and completing closing readings.
• Perform all other duties and functions as outlined in the Service and Training Manual.
• Check schedule on a regular basis for arrival times and changes in them.
• Ensure the In-Room Dining area is clean and neat prior to leaving for the shift.
• Ensure all trays and used food and beverage items have been returned to the kitchen before leaving the shift.
• Ensure all condiments, including salt, pepper, sugar, condiments and centerpieces go back to the designated area.
• Be aware of appearance, quality of work, and attitudes with guests.
• Wear proper uniform and maintain high standard in regards to personal appearance as outlined in the Employee Handbook.
• Arrive at your work area at time listed in schedule.
• Report unsafe conditions to management.
• Respect guest confidentiality.

• Consistently work weekends and holidays.

• Ability to continuously stand and walk.
• Ability to negotiate asphalt, grass, carpeted floor, tiled floor and steps from one moment to the next.
• Occasional sitting for completion of paperwork.
• Stair climbing.
• Reaching to floor to pick up items (squatting, or forward bend with shoulder flexion).
• One arm in repetitive midline crossing and flexion/extension to serve guests.

• Ability to lift or move objects up to 50 lbs.

• Standing and walking is continuous for 4-5 hours at a time.
• Negotiating varied floor and exterior surfaces is repetitive.
• Moving furniture and guests personal items is occasional.
• Standing, walking, bending, kneeling, and ascending and descending stairs are repetitive movements.
• Lifting and carrying a 30 lb tray is repetitive.
• Manipulating objects and operating equipment is occasional.
• Sitting is occasional for completion of paperwork.

• Rooms are often dimly lit. Good sight and balance needed for negotiating varied floor surfaces while carrying heavy objects, pushing/pulling heavy carts, and carrying hot foods and fluids (coffee and tea).
• Speech and hearing to interact with guests.
• Sight for completion of paperwork.
• Fine motor skills are needed for writing guest checks and folding napkins.