OVERVIEW/BASIC FUNCTION:
This is the communication link between the guest and the In Room Department. Courteous and careful attention to details are essential to good telephone manners. Help the guest to select the tastiest dishes on the menu while increasing the profitability of the In Room Dining Department. Good salesmanship to help the guest order what he really wants.
RESPONSIBILITIES:
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• To be completely familiar with all items contained in the In Room Dining food and beverage menu.
• To address the guest by name by looking at the telephone panel.
• To be clear and concise when communicating on the phone.
• To be organized and establish, through training, correct procedures in the formulation of the In Room Dining request.
• To enquire in advance the daily specials, Soup du Jour, vegetables, other special, etc.
• To give special attention to the VIP guest and to provide anything concerning food and beverage items, and inform the Captain/Headwaiter about the matter.
• To coordinate any special delivery by the In Room Dining Department.
• To recommend the other promotions featured in the hotel.
• To carry out any other duties as and when required by the In Room Dining Supervisor.
• To maintain and comply with brand and LQA standards
• To continuously support direct supervisor assuring service complies with Brand and LQA standards
• To assure the knowledge of both brand and LQA standards
• Take ownership to represent the brand by applying brands standards at every occasion
• All other duties as required.
QUALIFICATIONS:
• Experience: Knowledge of Food and Beverage products, at least 2 years experience in order taking and Sales
• Education: High School
• General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
• Technical Skills: Ability to satisfactorily communicate in English with guests, management and co-workers to their understanding; ability to compute basic mathematical calculations; familiarity with food and beverage cost controls; familiarity with point of sale systems.
• Language: Required to speak, read and write English, with fluency in other languages preferred.
• Physical Requirements: Must be able to exert physical effort, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
