Room Service Server

SUMMARY

Deliver food and beverage orders to guest rooms according to hotel specifications, courteously and efficiently. Also, assist in the maintenance of the room service area and equipment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Complete knowledge of all liquor brands beers and non-alcoholic selections available in Room service
• Knowledge of the particular characteristics and description of every wine/champagne by the glass and major wines on the wine list
• Complete knowledge of designated glassware and garnishes for drinks
• Complete knowledge of all menu items, preparation method, ingredients, sauces, preparation time, garnishes; presentation and prices
• Complete knowledge of guest room layout, location and room numbers/names
• Complete knowledge of correct maintenance and use of equipment, use equipment only as intended
• Complete knowledge and comply with all departmental policies/service
• Answer room service phone within 3 rings, using correct salutations and telephone etiquette
• Complete opening side duties as assigned:

• Check quality and amount of all room service stock and supplies using checklist
• Fold/stack Room Service napkins
• Requisition all necessary supplies and transport from storeroom to Room Service
• Set tables and trays according to service standards
• Set up all condiments (butter, jellies, syrups, juices) and beverages (alcoholic and non-alcoholic) according to service standards
• Ensure a sufficient supply of all silverware, glassware and chinaware for service.
• Prepare all cold food items (cereal, fruits, salad)
• Check cleanliness and condition of all equipment for use in Room service area, rectify any deficiencies
• Ensure all flowers and decorative items are fresh for guest use

• Retrieve all food orders from kitchen and place on table/tray in accordance with the departmental standards
• Retrieve all alcoholic beverages items from bar and place on table/tray in accordance with the departmental standards
• Transport table/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 in accordance with departmental standards
• Open serve wine/champagne bottles
• Anticipate guests’ needs, respond promptly and acknowledge all guests even when busy

• Maintain positive guest relations
• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquires accurately
• Handle guest complaints following the six-step procedure and ensuring guest satisfaction
• 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 services areas, guest rooms and guest corridors following procedures laid down in departmental standards
• Transport all tables/trays from guest rooms to Room Service area as assigned
• Clean and reset tables/trays. Maintain sufficient supply in the Room Service area
• Collect and report tips at the end of the assigned shift
• Complete closing side duties:

• Properly store all reusable goods
• Breakdown all goods as specified in departmental standards
• Clean all equipment as assigned in the side duties
• Restock items for next service
• Remove all dirty linen; fold napkins
• Marry and stock all condiments
• Reset tables/trays

• Complete all closing reports as assigned
• AM- Set up and deliver doorknob orders
• PM- Collect doorknob menus from guest rooms
• Attend department meetings
• May be required to work nights, weekends and holidays

• Relieve order taker/cashier as assigned:

• Take guest orders and record such as specified in departmental service procedures
• Utilize suggestive/upselling techniques when taking orders
• Input order into system and ensure transmission of food orders is verified by kitchen
•  Legibly document orders when system is down and distribute food orders to kitchen
• Process payment of guest checks according to accounting procedures

• Obtain cigars/cigarettes when requested by guests
• Follow maintenance program and cleaning schedule
• Replace flowers in bud vases
• Polish silver trays and coffee pots
• Expedite on floor or in kitchen as assigned
• Complete office paperwork (filing)
• Legibly document pertinent information in Room service logbook
• Legibly document maintenance needs on work orders and submit to manager
• Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

EDUCATION / EXPERIENCE

The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential:

• Complete knowledge of and strict adherence to state liquor regulations, particularly those prohibiting service to minors, intoxicated persons and drunk driving
• Minimum of 18 years of age to serve alcoholic beverages
• 1-year experience as a Room Service Server
• Food handling certificate

Desirable:

• High school graduate; some college
• Experience in Room Service order taking
• Certification in CPR

REQUIREMENTS

• Physical
  • While performing the duties of this job, the employee frequently is required to walk; use hands and fingers to handle or feel objects, tools, or controls; reach with hands and arms; talk and hear
  •  The employee is occasionally required to stoop, bend, kneel, crouch, or crawl
  • The employee must be able to lift up to 50 pounds
• Communication
  • Ability to satisfactorily communicate in English with guests, management and co-workers to their understanding
  • Ability to provide legible communication
• Computer skills
  • Knowledge of P.O.S and manual systems

WORK ENVIRONMENT

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

The work environment is varied. Work is performed in both guest contact and non-guest contact areas.

Noise level in the work environment is usually moderate except in mechanical areas and when using certain equipment.