Highgate Hotels

Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.

Location

An unrivaled blend of warmth, authentic heritage, and contemporary sophistication attract travelers from around the world to Boston's most beloved hotel, the Boston Park Plaza. With the recent completion of a $100 million landmark transformation of all guest rooms, meeting space and public areas, guests quickly discover that this 1927 historic hotel is still classic, timeless, and always in-style. The hotel features 1,060 guest rooms (including 57 suites) plus onsite amenities. This historic and vibrant hotel is located in Boston's Back Bay neighborhood, just steps away from Boston Common and within walking distance of world-renowned Newbury Street, the Financial District, Faneuil Hall Marketplace, and a host of other famous historical Boston sites. Boston Park Plaza is a member of the Preferred Hotels and Resorts.

Overview

The In Room Dining Server is responsible for receiving orders, preparing orders and delivering items to guestrooms in an attentive, courteous and efficient manner.

Responsibilities

• Employees must at all times be attentive, friendly, helpful and courteous to all guests, managers and fellow employees.
• Prepare station in anticipation of the day’s business. Stock work areas with china, glassware, linen, coffee pots, napkins and ensure that stock is clean and polished.
• Set-up and deliver all VIP amenities.
• Set-up and deliver all food and beverage orders in accordance with established guidelines, procedures and policies as prescribed by Highgate Standards.
• Answer the telephone according to standards.
• Be familiar with the operation of the P.O.S system.
• Deliver orders according to established standards.
• Breakdown trays of soiled dishes and linen in the dishroom according to established standards.
• Conduct floor sweeps and retrieve all food and beverage trays in order to maintain established sanitation guidelines.
• Ensure quality of food & beverage being delivered and communicate with Manager/Kitchen.
• Prepare and deliver amenities. Replenish as needed.
• Call all guests before delivery of order.
• Have a thorough knowledge of menus and current specials and up-sell items to guests.
• Perform opening and closing procedures and side-work duties according to station rotation assignment, established checklist, and hotel's operating policies and procedures.
• Perform cashiering functions by closing checks and preparing end of shift paperwork.
• Respond to customer needs, issues, comments and problems to ensure a quality experience and enhance future sales. Report all communications to immediate shift supervisor.
• Perform all cash handling responsibilities in accordance with Highgate policies and procedures.
• Be familiar with the organization of the Restaurant(s), lounge, and Room Service and know the function of each job position.
• Service guests with all food and beverage requirements in an attentive, courteous, and efficient manner.
• Communicate guest needs to proper department.
• Handle guest’s complaints and communicate to management.
• Ensure overall guest satisfaction.

Qualifications

• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.
• Maintain a friendly and warm demeanor at all times.
• High School diploma or equivalent and/or experience in a hotel or related field preferred.