In Room Dining - Server

Position Summary

As an integral part of a team, the In Room Dining Server is responsible for continuously looking for ways to improve each guest's experience from providing exceptional guest service to setting up and delivers/serves 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 and 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 at any time of day. Always maintain positive guest relations. 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 3 rings, using correct salutations and telephone etiquette.

Complete opening side duties as assigned

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 duties AM - Deliver door knob orders. Night - Collect and set-up door knob menus from guest rooms. Perform all other duties as may be required or assigned.

Supervisory Requirements

Reports To: IRD Manager, Shift Supervisor

Supervises: None

Education/Experience

High school graduate or equivalent vocational training certificate. Any combination of education and experience which would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position.

LICENSES/CERTIFICATIONS

Liquor Commission Card

Knowledge, Skills, & Abilities

Ability to anticipate guest needs; respond promptly and acknowledge all guests. Ensure familiarity with all hotel services/features and local attractions and activities to respond to guest inquiries accurately. Must be highly organized, detail-oriented and have the ability to multi-task. Ability to maintain positive guest relations at all times. Fluency in English both verbal and non verbal. Compute basic arithmetic. Provide legible communication.

Must adhere to the following

Perform job functions with attention to detail, speed and accuracy. Prioritize and organize. Be a clear thinker, remaining calm and resolving problems using good judgment. Follow directions thoroughly. Understand guest's service needs. Work cohesively with co-workers as part of a team. Work with minimal supervision. Maintain confidentiality of guest information and pertinent hotel data

PHYSICAL AND MENTAL DEMANDS

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Exert physical effort in transporting boxes, carts/tables and dishes (50 pounds) to various locations. Endure various physical movements throughout the work areas. Remain in stationary position for 10 minutes throughout work shift and stand for an entire 8 hour shift. Satisfactorily communicate with guests, management and co-workers to their understanding.

WORK ENVIRONMENT

Outdoor, non-air conditioned environment. Exposure to variable temperatures, hot, humid weather conditions. Exposure to variable noise levels. Exposure to chemical fumes and/or odor hazards, dust and/or mites.