Position Overview: Answer room service calls within using standards of service, and with a greeting and upbeat personality, taking food/beverage orders accurately and professionally, ensuring guest satisfaction, up-selling to enhance profitability. Handle cash/credit/room charge transactions accurately.
Essential Job Functions:
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Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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Answer calls within 3 rings, using guest name and adhering to service standards
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Announce specials, promote menu items, up-sell, and answer questions regarding menu and item preparation methods
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Accurately document order, repeating order to guest; quote expected arrival time
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Accurately input order information into point of sale system, allowing Culinary staff to begin preparation; note any special requests clearly
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Inquire with guest if there are any other ways to be of service. Offer a warm and sincere closing using the guest name
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If order is to be delayed, call guest to inform of delay
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Handle and resolve guest complaints in a positive manner
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Provide Room Service food server hard copy of check to be delivered with order
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Answer guest/staff calls for pick-up of trays and/or tables and direct staff to retrieve
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Process payment for orders upon return of the Room Service Server
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Comply with accounting guidelines regarding receipt of payments,
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check total verification, tip disbursement, cash drawer and house bank management ; responsible for house bank in accordance with policy
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Other duties and responsibilities as assigned
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The employee may be expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description
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Maintain a safe work environment for co-workers and a safe hotel for guests; please refer to Section 7.0 in the Associate Handbook for specific examples.