Room Service Order Taker

The Palms Hotel and Spa, Miami Beach, is an independent luxury beach resort focused on wellness, sustainability and personalized service. Our beachfront property features 247 guest rooms and suites, an extensive tropical garden and pool area with Tiki Bar, a spacious beach concession, and over 8,000 square feet of indoor and outdoor meeting space for social and corporate events. The hotel’s signature eatery, Essensia Restaurant and Bar, delivers all natural dining with a focus on locally and sustainably sourced ingredients. The Palms AVEDA Spa features holistic treatments influenced by ancient Ayurvedic philosophy designed to deliver a highly personalized experience.

A member of Preferred Hotels and Resorts and Beyond Green, The Palms has been independently owned and operated by a European family for over 25 years.  Known as Miami Beach’s premier destination for wellness and relaxation, a forerunner in sustainable hotel operations, an expert in wedding services, an authority in healthful eating and all-natural spa services, our hotel, restaurant and spa have won many accolades and awards. Enjoy a stable work environment in a professionally run hotel, where we help each other to flourish and grow. Come and be a part of The Palms family!

JOB SUMMARY:

A Room Service Cashier is the behind the scenes coordinator who keeps a hotel’s in room dining operation running smoothly. They take guest orders by phone, enter them accurately into the system, process payments, and make sure the kitchen and service staff get the right information at the right time. They also handle billing questions, track charges to guest rooms, and maintain clear records so every order is delivered correctly and accounted for. 

MAIN DUTIES & RESPONSIBILITIES:

• Answering incoming, in house phone lines
• Directing calls and, or taking messages if necessary
• Operates multiline equipment
• Answers phones in a polite professional manner
• Uses computer to verify identity room number of guest being called
• Answer questions about our food, beverages and other restaurant/hotel functions and services.
• Enters orders into the point of sale system accurately and efficiently.
• Maintain clean service areas.
• Handles financial transactions accurately and in accordance with established procedures
• Performs all duties associated with the setup, delivery and service of Room Service orders in accordance with The Palms Hotel and Spa.
• Delivers and sets up amenity presentations and provides service for functions in Hospitality Suites.
• Delivers and performs any necessary setup of guest requested in room amenities equipment.
• Perform any other job related duties as assigned.

OTHER DUTIES & RESPONSIBILITIES:

• Maintain the highest level of customer service and guest satisfaction according to the standards set forth by The Palms Hotel and Spa
• Ensure compliance with health and sanitation policies in all areas
• Adhere to all fire, safety, and security procedures according to hotel policy
• Adhere to all sustainability guidelines as per the Inspired by Nature Program.

QUALIFICATIONS

Knowledge, Skills, and Abilities Required:

• One year Hotel Room Service Order Seller and cash handling experience. 
• Excellent telephone and guest service skills.
• Ability to operate computers, basic office equipment. 
• Ability to work flexible schedule to include weekends and holidays
• Attention to detail and skilled organization
• Ability to work effectively in a multicultural team environment
• Proficient in the English language (written and verbal), a second language is an asset
• Ability to handle a multitude of tasks in an intense, ever-changing environment
• Show genuine care for all co-workers and guest(s)
• Maintain a professional appearance and manner at all times

Education and Certifications

• High School Diploma or equivalent. 

WORK CONDITIONS & PHYSICAL DEMANDS:

• Able to lift unassisted 30 lbs.

This job description is not necessarily an exhaustive list of all responsibilities, skills, duties and requirements, efforts, or working conditions associated with this position. While this is intended to be an accurate reflection of the current tasks performed, management reserves the right to revise or require other commitments when circumstances prevail.

The hotel operates seven days a week, 24 hours a day. We may find it necessary to schedule shifts according to our business volume. You must be willing and available to fulfill changing operational demands.

All requirements are subject to possible modification to reasonably accommodate individuals with a disability.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

JOB DESCRIPTION

 

JOB TITLE:                                                       Room Service Cashier

 

DEPARTMENT:                                                F&B

 

REPORTING TO:                                             F&B Manager

 

SUPERVISORY RESPONSIBILITY FOR:            

 

SCHEDULE:                                                     
Full-time / Ability to work a flexible 30-40 hours per week, depending on business demands

 

 

JOB SUMMARY:
As a Room Service Cashier, you are responsible to co-ordinate all service requirements addressed to Room Service department, primarily responsible for guest orders from room via phone or any other ordering devices like mobile apps, TV etc.
Also punches the food and beverage orders on to the Point of Sales system. He / she should also coordinate guest amenities and organizes guest table pick-ups on completion of meals in a timely manner.

Additionally assisting the F&B manager with achieving high scores on guest satisfaction surveys, recognizing repeat guests and following standard procedures & resolving guest issues and adhering to the hotels’ sustainability guidelines.

 

 

MAIN DUTIES & RESPONSIBILITIES:

• Responsible for answering all telephone calls and prioritizing said calls.
• Should have very good telephone etiquettes.
• Directly involved in the order taking and order placing process while dealing with guest requests and orders, courteously, efficiently and promptly.
• Should have good knowledge of room service menus and on-going promotions in other F&B outlets.
• Should be able to provide recommendations and suggestions to guests upon request.
• Be knowledgeable of all services, facilities and products offered by the hotel, as well as recycling, water and energy conservation.
• Consider the satisfaction of all guests by ensuring prompt, courteous and efficient service at all times.
• Display excellent conversation skills and selling techniques at all times.
• Pay attention to guest orders, and know the menu thoroughly.
• Write down all information clearly. Highlight special requests.
• Communicate with the kitchen regarding menu questions, the length of wait, recook orders, and product availability.
• Approximate delivery time is given to the guest according to this time evaluation system established by the Outlet Manager and the Sous Chef.
• If the order has not been sent up by this time, a call must be placed to the guest to apologies and re-evaluate the delivery time.
• Ensure correct posting in POS system for communication to the service and kitchen department.
• Able to perform all duties and tasks per the tasks required at the outlet.
• Assist the department to drive guest satisfaction by providing consistent guest experiences.
• Coordinate with Restaurant staff and Minibar Attendant.
• Report positive and constructive guest feedback to the manager.
• Promptly handle guest queries, complaints and all issues in a professional manner.
• Have the knowledge and understanding to explain and perform upselling all items offered by the department assigned as well as offering alternatives or suggestions to guests.
• Ensure proper handover is given to the next shit and also to the F&B manager.
• Report cleanliness and maintenance issues to the immediate supervisor 
• Assist in carrying out scheduled inventories of products and operating equipment.
• Ensure that the place of work and surrounding area is kept clean and organized at all times.
• Ensure proper appearance and grooming while on duty.
• Perform any other assigned reasonable duties and responsibilities as assigned

 

OTHER DUTIES & RESPONSIBILITIES:

• Respond to customer complaints and special requests
• Participate in general cleaning projects as required
• Maintain highest level of customer service and guest satisfaction, according to the standards set forth by The Palms Hotel and Spa
• Perform duties of room service positions as necessary
• Attend all meetings/trainings related to F&B
• Ensure compliance with health and sanitation policies in all areas
• Adhere to all fire, safety, and security procedures according to hotel policy
• Adhere to all sustainability guidelines as per the Inspired by Nature Program. 

 

 

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

• Attention to detail and skilled organization
• Ability to work effectively in a multi-cultural team environment
• Knowledge of equipment and procedures
• Proficient in the English language (written and verbal), second language is an asset
• Ability to handle a multitude of tasks in an intense, ever-changing environment
• Show genuine care for all co-workers and guest(s)
• Maintain a professional appearance and manner at all times
• Effective verbal and written communication skills to be able to participate in discussions read and write reports
• Ability to use room service equipment and products
• Able to project a professional manner at all times
• Committed to service, quality and cleanliness 
• Ability to stand for extended periods of time
• Ability to lift, reach, crouch and lift moderate weight (10-20 pounds).

EXPERIENCE & EDUCATIONAL REQUIREMENTS:

• Previous work experience as a room service cashier or similar role in a full service hotel

• High school diploma is a plus 
• Basic computer skills

WORK CONDITIONS & PHYSICAL DEMANDS:

• There may be regular exposure to mild discomfort from factors such as dust, odors, extreme temperature, inclement weather, noise, or lights. 
• While performing the duties of this job, the team member will be regularly required to walk, stand and sit. The associate will occasionally be required to climb and use balance. Additionally, the team member will frequently be asked to use hands and arms carry and lift items. Specific vision abilities required to perform this job include close vision and distance vision. The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job.
• While performing the duties of this job, the team member may experience temperature fluctuations and moderate to high levels of noise. 

 

 

This job description is not necessarily an exhaustive list of all responsibilities, skills, duties and requirements, efforts or working conditions association with this position. While this is intended to be an accurate reflection of the current tasks performed, management reserves the right to revise or require other commitments when circumstances prevail. 

 

The hotel operates seven days a week, 24 hours a day. We may find it necessary to re-schedule shifts according to our business volume. You must be willing and available to fulfill changing operational demands.

 

All requirements are subject to possible modification to reasonably accommodate individuals with a disability.