Position Scope

Provide excellent guest service according to the In-Room Dining standards. Take food and beverage orders for In-Room Dining by following established practices and using up-selling techniques. Ring orders accurately in Micros, take payments and pay gratuities. Maintain a high standard of sanitation and cleanliness.

Essential Duties and Responsibilities

The Hay Adams Handbook, the Departmental Standard Operating Manual and our policies and procedures are part of this Job Description.

Accurately take orders directly or via phone from patrons requesting In-Room Dining by following the established standards. Follow prescribed phone courtesy standards and actively sell food and beverage. Use up-selling techniques.

Offer information on all menu items, beverage items. Make knowledgeable, informed and articulate recommendations and suggestions regarding all menu items. Provide guest with approximate time frame for preparation/delivery and answer and other general guest questions.

Input orders into the Micros system and issue a guest check for each order. Coordinate preparation and delivery of all orders.

Monitor timely delivery of In-Room Dining orders.

Coordinate efforts of In-Room Dining including tray/table pick-ups from guest room and floors and tray/table set ups. Provide general supervision and coordination of In-Room Dining Servers.

Support In-Room Dining as assigned. Maintains work area clean and free of clutter.

Initiate processing of amenity requests, including ordering of necessary items from kitchen, verifying guest room arrangement, guest arrival times and gathering items from inventory to prepare amenity delivery.

Accurately calculate, monitor and pay gratuities to In-Room Dining employees. Conduct shift end reports and forward them to the Finance department.

Responsible for issued banks, payments, change and accuracy of closed checks.

Report any damage or worn items in the In-Room Dining department to the Food & Beverage Manager.

This position requires excellent guest service skills and an understanding that customer care has the highest priority.

Performs any other reasonable duties as required and directed.

Qualifications

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

Supervisory Responsibilities

This job has no supervisory responsibilities.

Education and/or Experience

High school diploma or general education degree (GED); or three to six months related experience and/or training; or equivalent combination of education and experience.

Language Skills

Must have good working knowledge of the English language - ability to read and comprehend instructions, short correspondence, and memos. Ability to write simple correspondence and effectively present information in one-on-one and small group situations to guest and other employees of the organization.

Mathematical Skills

Ability to add and subtract two-digit numbers and to multiply and divide with 10’s and 100’s. Ability to perform these operations using units of American money and weight measurements, volume and distance.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Physical Ability

The physical demands described here are representative of those that must be met by any employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, use hands to finger, handle, or feel, reach with hands and arms, and talk or hear. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 25 pounds and frequently lift and/or move up to 50 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.