NAME OF ENTERPRISE: Buffalo Thunder Inc.
JOB LOCATION: Hilton Santa Fe Buffalo Thunder Resort
REPORTS TO: Food & Beverage Director
DEPARTMENT: Food & Beverage
FLSA STATUS: This is a full-time or part-time, hourly; non-exempt position
TYPICAL WORK SCHEDULE (DAYS/HRS PER WEEK): TBD
JOB PURPOSE: Provide a refined, personalized In-Room Dining experience from the guest's initial order through delivery, in-room presentation, payment, follow-up, and equipment retrieval. This combined position serves as both the guest's primary telephone contact and the room-service professional delivering the experience, requiring strong menu and beverage knowledge, accurate POS/cashier skills, polished tableside service, discretion, and the ability to coordinate closely with Culinary and the In-Room Dining Supervisor.
ESSENTIAL FUNCTIONS:
- Answer calls promptly and professionally using the property's approved greeting and the guest's name. Guide food and beverage selections using detailed product knowledge (ingredients, preparation, pairings, alternatives) while identifying allergies, dietary restrictions, cover counts, timing, and special occasions.
- Repeat and confirm every detail; quantities, temperatures, accompaniments, glassware, room number, guest name, and delivery times before accurately entering orders into the POS. Clearly communicate special requests to Culinary and the Supervisor while proactively managing delivery expectations and delays.
- Review every order for absolute accuracy and completeness; including condiments, china, flatware, linens, appropriate glassware, and accompaniments. Pack and transport rolling tables, trays, hot boxes, and cold carriers safely to maintain presentation and temperature.
- Announce arrival professionally and enter with discretion and respect for privacy. Set up the dining surface or rolling table elegantly, present dishes, and perform professional table-side beverage service (opening and pouring wine, beer, and cocktails in proper glassware) while anticipating additional guest needs.
- Confirm guest satisfaction before departure, explain equipment retrieval procedures, and execute required follow-up calls. Take personal ownership of any concerns by coordinating prompt service recovery.
- Retrieve rolling tables, trays, hot/cold carriers, China, and glassware promptly from hallways and rooms. Return equipment to designated areas, maintain clean order-taking and service areas, and complete all opening, side-work, restocking, inventory, and closing duties.
- Accurately process room charges, gratuities, and closing documentation per property procedures. Maintain absolute guest confidentiality, professional grooming, refine service standards, and strictly follow food safety, sanitation, security, and responsible alcohol service protocols.
- Other duties as assigned.
REQUIRED QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES):
- Previous luxury hotel, fine-dining, banquet, room-service, reservations, or upscale guest service experience preferred.
- Working knowledge of refined table service, wine, beer, cocktails, food presentation, allergens, and dietary accommodations.
- Excellent telephone presence, listening skills, communication, accuracy, discretion, and ability to personalize service.
- Comfort with POS systems, room charges, payment handling, multitasking, and coordinating multiple active orders.
REQUIRED EDUCATION OR COMBINATION OF EDUCATION AND EXPERIENCE:
- High School Diploma or GED preferred
- Previous food service experience is a plus
- Must follow safety precautions and requirements
- PPABC Liquor Certification or successful completion of the PPABC Liquor Certification course
- Must be at least 21 years of age.
PHYSICAL REQUIREMENTS/WORK ENVIRONMENT:
- Standing/Walking, 100% up to 4 hours at a time
- Ability to grasp, lift, push, pull, and carry or transport otherwise move materials weighing up to 50 lbs. on a continuous basis
- Ability to move throughout building, bend, stoop, and reach on a continuous basis up to an 8-hour shift.
- Shift work required. Required to work weekends, holidays, and possible overtime.
DISCLAIMER STATEMENT: This job description lists the primary duties and responsibilities required of the employee. An employee to perform tasks other than those listed to meet business needs.
