In Room Dinning, Telephone Sales Agent (Full Time)

Scope And Purpose

Responsible for taking dining orders in accordance with the standards of service set by the hotel, ensuring the highest levels of accuracy and guest satisfaction. The Telephone Sales Agent will work as part of the Food and Beverage team to successfully execute operations. Job tasks include but are not limited to answering multiple phone lines in a professional manner and within the Forbes 5 Star 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 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, track orders to ensure service standards for delivery and pick-up are being met. The Telephone Sales Agent will continually work with the food and beverage team to improve guest, owner and colleague satisfaction and maximize the financial performance of the department.

Job Duties And Functions

• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquires accurately.
• 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 service standards and to speak in a clear, professional manner addressing the guest by name.
• Ensure that the order has been input into the POS and is accurate.
• Comply with performance standards, policies and procedures in Food & Beverage.
• Maintain a positive working relationship with all departments in the hotel.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge of: Scheduled daily activities and in-house groups, Daily house count, Hotel extension numbers, Cell number/radios.
• Inspect stations, ensuring that all set ups meet the department standards.
• Be familiar with operation of P.O.S. system and manual system procedures..
• Maintains pars and equipment as needed to successfully accomplish all room service tasks.
• Completion of side work as assigned by Manager or Captain.
• Maintain proper uniform, nametag, ad Forbes pin at all times.
• Knowledge of hotel history and all daily meeting/events.
• Applies knowledge of all in-house VIP guests, daily specials, and wines by the glass
• Follow schedule, side work and station assignments
• Participate in shift staff roll call briefing.
• Follows recycling standards and is a positive contributor toward company becoming zero waste.
• Use utilities and resources in a responsible manner to control wastage.
• Communicate relevant information to the department, your line manager and across departments, as appropriate.
• Comply with safe working practices, Health and Safety policy and ensure accidents/defects are reported immediately.
• Attend learning and development courses and complete eLearning modules, as required.