Address
Form of work
SalaryJob Summary
To provide seamless service regarding all food and beverage experiences. Receive or take orders from guests, setup and deliver food and/or beverages orders, check on guest satisfaction and settle all guest bills. Responsible for stocking, maintaining, cleaning and posting charges for all in-room Mini Bars.
Essential Functions
- Contribute building and maintaining a first-rate team.
- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
- Maintain complete knowledge of correct maintenance and use of all equipment.
- Be familiar with all hotel services and features, local attractions and activities to respond to guest inquiries accurately.
- Anticipate guests’ needs, respond promptly and acknowledge all guests throughout stay.
- Maintain and improve the quality of the guest experience at all times.
- Resolve guest complaints to ensure guest satisfaction.
- Maintain complete knowledge at all times of:
- all hotel features, services, and hours of operation
- all room types, numbers, layout, decor, appointments and location
- all room rates, special packages and promotions
- daily house count, and expected arrivals and departures
- room availability status for any given day
- all VIPs guests, special requests or any in-house guest concerns or issues
- in-house guest list and be familiar with guests' names and room locations.
- scheduled in-house group activities, locations and times
- Follow California ordinances and laws regarding responsible service of alcohol.
- Answer guest questions regarding menu and beverage selections.
- Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen.
- Operate point of sales (POS) system; input guest orders and post charges to guest room according to procedures.
- Set tables and/or in-room trays according to service standards.
- Serve food courses and beverages to guests.
- Ensure guest satisfaction with each food course and/or beverages.
- Ensure timely removal of dirty dishes and glassware.
- Maintain organization and cleanliness of work areas, china, glass, etc., throughout the day. Including washing dishes and/or loading dishwasher, restocking all china, glass, silver.
- Complete closing duties, including restocking fridge, service areas, cleaning service area, locking of Mini Bar storage, and checking out with manager.
- Setup all welcome amenities, arrival tea, turndown amenities and any special guest requests.
- Account and charge for consumed Mini Bar items.
- Remove dust, smudges and spills from Mini Bar cabinet.
- Replace used coffee mugs and glasses with clean ones. DO NOT clean in bathroom sink.
- Empty liquid from ice bucket and wipe all surfaces dry.
- Restock all food and beverage items.
- Deep clean all guestroom Mini Bars equipment, fridge and drawers. Report any issues or damage.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas and public spaces, including but not limited to outdoor guest patios, outdoor fireplaces, pool deck and fitness area.
- Return smartphone and assigned guest room keys.
- Assist whenever necessary in performing job functions in other departments such as Housekeeping and Bell/Valet.
- Access all functions of computer system in accordance with departmental specifications.
- Any other duties as assigned by Manager on Duty or General Manager.
Other Duties
- All colleagues are required to fully comply with hotel and departmental rules, regulations and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities. Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etc.
- Attend and participate in all hotel and/or departmental meetings, training sessions and other information meetings.
- Regular attendance in conformance with hotels standards is essential to the successful performance of this position.
- Comply with hotel grooming standards for both uniformed and non-uniformed colleagues.
- Comply with hotel service and behavioral standards towards our guests, vendors and fellow colleagues, including but not limited to ensuring proper phone etiquette, courteous and respectful behavior, and maintaining a friendly and positive attitude.
- Perform all other duties as directed by management that are consistent with the policies and procedures of the hotel.
Working Conditions & Physical Requirements
Physical Effort:
Significant portions of day require prolonged standing and moving, lifting or transporting materials up to 25 lbs. such as trays, tables, chairs, food items, etc. Ability to visually review documents and computer screen throughout day.
Physical Environment:
Ability to walk or stand for extended periods of time during course of shift.
Manual Skills
Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations.
Work Schedule:
Due to the cyclical nature of the hospitality industry, colleagues may be required to work varying schedules to reflect the business needs of the hotel.
Safety:
Responsible for operating within hotel safety guidelines, including the safe and responsible operation of hotel equipment. Reports and addresses safety concerns as they arise. Ensures safe handling of chemicals in accordance with hotel and department standards and utilizes proper personal protective equipment (PPE) when appropriate.
Qualifications
Education:
High school diploma or equivalent vocational training certificate required.
Experience:
Prior experience as room service, restaurant or banquet server. Prior experience within a four-star hotel brand preferred.
Computer Skill & Other Technical Skills:
Ability to learn and utilize computer software and hardware required. Ability to easily maneuver on computer keyboard required.
Ability to learn, utilize and communicate effectively via company issued communication devices (e.g. cell phones, etc).
Communication:
Advanced ability to comprehend and speak English to understand and respond to information and address advanced guest requests required both verbally and in writing. Knowledge of additional language(s) preferred.
Licenses or Certifications:
n/a
Other:
Must be customer-service oriented.
Must have excellent hospitality skills.
Must meet age requirement to serve alcoholic beverages.
