Room Service Associate (Per Diem, Evenings)

Job Summary

Responsible for supporting all aspects of the patient tray line operations, including but not limited to accurate and prompt delivery of patient meal trays to patient room, stocking supplies used at the patient tray line, and cleaning the patient tray line workstations. Provides patients and families with prompt service and maintains a clean and comfortable environment.

Follows procedures in Diet Office to ensure patient receives diet according to prescribed diet order. Processes menus to create a meal while using and maintaining all aspects of the diet office automation/software. Establishes rapport with customers and displays empathy and compassion over the phone. Processes and delivers enteral supplies.

Job Specific Duties

• Ensures positive customer experiences by greeting all customers in a warm and professional manner, acting with a customer comes first attitude, connecting with the customer, and providing service recovery when needed.
  
• Assists with room service delivery as needed, including assembling tray according to service ticket, ensuring appropriate portion sizes and compliance to diet order/restrictions/preferences, and delivering patient trays within 60 minutes.
  
• Ensures customer satisfaction by responding to the patient and family needs while demonstrating a positive attitude. Available to answer questions regarding food recipe, ingredients, preparation, etc.
  
• Verbally verifies patient identify using meal tray ticket to ensure tray is delivered to the correct patient, ensuring patient safety and satisfaction.
  
• Follows established standards for stocking, restocking, rotating, and storing food and food related supplies (e.g. juices, yogurts, breads, and muffins). Adheres to First In First Out method (FIFO).
  
• Follows departmental and organizational policies and procedures, including those for safety and security, to ensure the safety for all during each shift.
  
• Maintains safe and healthy work environment by following organization standards and sanitation regulations, including but not limited to adhering to hand hygiene protocols, washing/sanitizing patient food carts, and completing temperature audits and documentation. Notifies Lead, Supervisor, or Manager if items/equipment are out of temperature.
  
• Maintains a calm demeanor during periods of high volume or unusual events to keep patient tray line and kitchen space operating to standard and to set a positive example for co-workers and customers.
  
• Performs quality assurance on trays by checking temperature, portions, presentation, and documents per standards.
  
• Supplies nursing units with nourishments and supplies (e.g., cups, lids, sugar, juices, popsicles) to be stored as needed in the kitchenette area.
  
• Assists in the Diet Office, including, answering patient calls to place diet orders, providing outstanding customer service, communicating pertinent information to dietitian and/or supervisor, entering data as per diet office procedures, and ensuring meal selections comply with prescribed diet/allergies/age.
  
• Initiates all credit card transactions for guest meals within a timely manner and ensures safeguards to protect customer information.
  
• Maintains the work area in a clean and organized condition at all times.
  
• Covers all position while supporting co-workers' breaks.
  
• Reports all customer complaints, potential hazards, employee accidents, and operational inconsistencies to leader on duty.

Minimum Job Requirements

• Active SafeStaff Certification required within 30 days of hire

Knowledge, Skills, and Abilities

• High school education or equivalent preferred.
  
• Prior experience with food service highly preferred.
  
• Experience with CBORD System highly preferred.
  
• Ability to communicate sufficiently well in English both verbally and in writing to request supplies and properly label food items.
  
• Knowledge of Spanish is helpful.
  
• Knowledge of safety and regulatory guidelines set by state with food safety.
  
• Able to follow simple verbal instructions to accomplish repetitive tasks.
  
• Able to use and maintain food service equipment (e.g., microwave, blender, thermometer, refrigerator, patient food carts, scale).
  
• Able to build interpersonal relationships and work in a team oriented environment; able to collaborate effectively with other team members.
  
• Able to interact with the customers and coworkers in a positive, friendly, and enthusiastic manner.
  
• Able to learn quickly and maintain knowledge of the establishment's products and procedures.
  
• Able and available to work flexible hours that may include early mornings, evenings, weekends, nights and/or holidays.
  
• Able to work in a fast-paced environment and multi-task (verifying and preparing multiple coffee/drink/food orders).
  
• Able to multitask, prioritize and keep multiple tasks, requests, and/or events organized.
  
• Knowledge of age-appropriate foods for patients.
  
• Ability to monitor patient allergies and take proper steps.
  
• Able to maintain confidentiality of all patient and guest sensitive information (example: HIPPA).
  
• Excellent written and verbal communication skills, especially phone etiquette.
  
• Interpersonal skills and organization skills necessary.
  
• Able to multitask, i.e., perform data entry while answering customer calls.
  
• Must be self-motivated, able to work in an unsupervised environment.