In-Room Dining Coordinator (Part-Time)

ABOUT L’ERMITAGE BEVERLY HILLS
L’Ermitage Beverly Hills has been a sanctuary of elegance and discretion since 1975. An exclusive Five-Star, AAA Five Diamond, Two Michelin Keys property, we are committed to delivering world-class hospitality in an intimate and refined environment. Every team member contributes to the timeless experience that defines L’Ermitage and is committed to offering travelers excellence in hospitality.

As the In Room Dining Coordinator, you will be responsible for taking Private Dining orders in accordance with the standards of service set by the hotel, ensuring the highest levels of accuracy and guest satisfaction. The In-Room Dining Coordinator will work as part of the Food and Beverage team to successfully execute Private Dining operations. Job tasks include but are not limited to answering multiple phone lines in a professional manner and within the guidelines of service expectation, understand and explain menu items to our guests in order to suggest proper recommendations, inputting guest orders and posting proper charges to the POS system, ensuring accurate communication of orders to kitchen and receipt of orders by Servers, settling checks to the proper guest folio and maintain accountability for all transactions in accordance with Hotel and accounting standards, and track orders to ensure service standards for delivery and pick-up are being met. The In-Room Dining Coordinator will continually work with the Food and Beverage team to improve guests, owner and colleague satisfaction and maximize the financial performance of the department.

JOB SUMMARY:   

• Maintain and execute luxury service standards.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Maintain knowledge of Food & Beverage Outlet Menus/Menu items or changes in Menus.
• Ensure compliance of local and Company sanitation standards.
• Strive for continuous improvement and excellence in all areas of responsibility.
• Answer the telephone in the correct number of rings according to standards and to speak in a clear and professional manner, addressing the guest by name.
• Taking the order from the guest correctly and to read back the order to confirm it is correct.
• Ensure that the order has been input into the POS and is accurate.
• Advise the guest how long it will take before the order is delivered.
• To ensure the order is passed to the Culinary Staff/Servers promptly.
• To keep a track of orders and follow up if any are delayed. If there is a delay to ensure that the guest is advised and that the proper colleagues are aware.
• Comply with performance standards, policies, and procedures in Food & Beverage.
• Control the level of business in a fashion that obtains both the yield required to meet forecast and the service that guests expect.
• Maintain a working relationship with all departments in the hotel.
• Resolve guest complaints, ensuring guest satisfaction.
• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquires accurately.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Inspect Private Dining tables and stations, ensuring that all set-ups meet the department standards.
• Follow up with guest to ensure satisfaction with order and follow-up on corrections.
• Answer telephone courteously and efficiently as specified in departmental standards.
• Take, record, and confirm orders as specified in departmental standards.
• Accommodate all requests for information courteously.
• Communicate V.I.P. arrivals and special requests to designated personnel for follow up.
• Monitor and ensure that all aspects of service conform to departmental standards. Notify respective personnel for problems to be corrected.
• Ensure tables are picked up after appropriate amount of time has passed.
• Be familiar with operation of P.O.S. system and manual system procedures.
• Each colleague is expected to carry out all reasonable requests by management which the colleague can perform.

ESSENTIAL FUNCTIONS OF THE JOB:

• Must be able to walk, bend, sit, stand, and exert well placed mobility.
• Must be able to occasionally lift or move up to 25 pounds.
• Requires grasping, writing, repetitive motions, listening and hearing ability and visual acuity.
• The ability to listen to, assess, and appropriately respond to information conveyed through speech.
• The ability to communicate effectively in English with guests, managers, and colleagues.
• The ability to convey technical information through writing to a nontechnical audience so the recipients easily understand the information and can quickly and correctly apply it.
• Knowledge of Food & Beverage and Private Dining operational procedures beneficial.
• Knowledge of overall hotel operations as they affect department.
• Ability to use standard software applications and hotel systems.
• Ability to exercise the personal discipline and extra diligence to ensure that projects are completed in a timely manner.
• The ability to motivate and inspire others to work cooperatively to achieve a designated goal.
• Flexible schedule - Willing and able to work shift duties that may include evenings, nights, overnights, weekends, and holidays.

TECHNOLOGY AND EQUIPMENT USED:

• Computer and Printer
• Microsoft Office, including Outlook, Word, and Excel programs
• Point of Sale Software/Ticket Printer
• Phone/Tablet
• Radios/Walkies
• Timeclock
• Credit Card Processor
• Multi-line phone system

WORKING ENVIRONMENT:

• Work will primarily take place in a hotel and restaurant environment, in both guest-facing over the phone and employee back of house areas.
• Professional office environment.
• Group and solo work.
• Exposure to various hazardous chemicals, to be used only as instructed.

KEY SKILLS & EXPERIENCE REQUIRED:

• High school or equivalent education preferred. 
• Minimum 1 year experience in similar position preferred
• The ability to listen to, assess, and appropriately respond to information conveyed through speech.
• The ability to communicate effectively in English with guests, managers, and colleagues.
• The ability to convey technical information through writing to a nontechnical audience so the recipients easily understand the information and can quickly and correctly apply it.
• Knowledge of Food & Beverage and Private Dining operational procedures beneficial.
• Knowledge of overall hotel operations as they affect department.
• Ability to use standard software applications and hotel systems.
• Ability to exercise the personal discipline and extra diligence to ensure that projects are completed in a timely manner.
• The ability to motivate and inspire others to work cooperatively to achieve a designated goal.
• Flexible schedule - Willing and able to work shift duties that may include evenings, nights, overnights, weekends, and holidays.

No Job Description for a position can possibly include all duties which may be requested by guests or required by the hotel.  The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager.  The items listed above are a summary of the major responsibilities of the position that must be met by an employee to successfully perform the essential functions of the position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

L’Ermitage participates in the Department of Homeland Security's E-Verify Program to verify the employment eligibility of all newly hired employees.