Under the general guidance of the In Room Dining Manager, the incumbent shall be the dedicated associate responsible in assisting the In Room Dining department of the hotel being the first point of contact to In Room dining for all guests. He will take guest orders via phone, Inputs Food and Beverage orders through Point of sale, coordinates guest amenities, check on guest satisfaction after every order served and organizes guest table pick-ups on completion of meals in a timely manner. Up -sell Food and Beverage by making well Informed and eloquent suggestions. Collect Payments and Pay Gratuities.
How your day looks like?
- Accurately taking Guest orders by means of Phone, ensure that Guest name, Room number, time of Guest order and Delivery timings are clearly registered. Follow established phone courtesy standards and actively sell food and beverage using up-selling techniques.
- Input Guest orders in Micros and issue guest check for each order. Ensure all special guest requests are very well explained to the kitchen via Micros. In case of guests with dietary restrictions inform the Manager on duty and the Chef.
- Make knowledgeable, informed and articulate recommendations and suggestions regarding all menu items. Offer information on all menu items, beverage items and help guest with food and wine pairings, advised guest with approximate time frame for preparation, delivery and answer any other general guest questions.
- Monitor guest orders and ensure that all guest orders are delivered within the quoted time. The Guest order tickets should have both what time the order was taken and the delivery time.
- Coordinate guest amenities with Executive office and follow up with front desk and House quality of any room changes, cancelations, do not disturb rooms.
- Co-ordinate with house quality department for pick-up of Guest trays and Tables after completion of guest meals. Maintain the pick-up log and follow up with service staff for tray pick-ups.
- Give courtesy call to guest room after every call to check on the satisfaction on the overall meal experience
- Assist the In Room Dining staff during peak times and help in coordinating and setting up In Room Dining tables for servers. Provide general supervision and coordination of In Room Dining Servers.
- Responsible for issued banks, payments, change and accuracy of closed checks. Accurately calculate, monitor and pay gratuities to food and beverage employees. Conduct shift end reports and forward them to the accounting department.
- Take ownership within reason of any special Guest request or Guest Complaints and if needed refer to Manager on duty.
- Committed to highest level of telephone etiquette in pertaining all call in enquiry.
- Create monthly guest database reports for long stay and regular guests in regards to their dietary habits and special requests.
- Will keep up to date with all F&B initiatives within the In Room Dining department at all times and communicate the same to my subordinates.
- Continuous updates for guest history.
- Achieve sales targets if provided for.
- Maintaining harmonious relationships and good communication within the outlet, regardless of guests / patrons or other associates.
How do I deliver this?
- Tell it like it is- Authentic, honest, you mean it, sincere, true.
- Have fun and make friends - fun, energetic, whimsical, upbeat, “wink", casual.
- I've got your back- Accountable, responsible, makes up for own promises, knows how to take ownership, follows - thru, dependable.
- Play to win - Original, cutting edge, new, "outside the box”; open to new possibilities, different.
- Right here, right now - Attentive, detail-oriented, always focused, always in the moment, precise, owns the guest.
