TITLE: AM - Room Service Server
DEPARTMENT: Food & Beverage
REPORTS TO: F&B Director/F&B Manager
JOB SUMMARY
Serve food and beverage items to customers in a friendly, enthusiastic, professional, and timely manner.
Description: Responsible for delivering Mobil dining orders to guests and delivering exceptional customer service.
Responsibilities:
Order Reception and Preparation:
- Phase One:
- Receive orders via the mobile dining app or telephone.
- Ensure orders are printed in the respective kitchen areas, the bar, and two copies in the staging area for in-room dining.
Phase Two:
- Prepare delivery bags in the staging area with a copy of the order stapled to the bag and a copy retained for tracking.
- Add napkins, flatware, pre-packaged condiments, salt, pepper, sugar/sweeteners, and individually wrapped butter as needed.
- Prepare garnishes, salads (dressing on the side), cold appetizers, cold entrées, room-temperature desserts, and wine as they become available.
Phase Three:
- Prepare bread, chilled water, ice, chilled beverages, fill hot beverage containers, soup, hot orders, and add ice cream or frozen desserts when the order is ready.
- Conduct a final check to ensure the order is complete and accurate, seal the delivery bag, and staple a copy of the receipt to the bag. Record delivery time upon completion.
Delivery to Guest Rooms:
- Before Delivery:
- Maintain a professional appearance and wear a clean, well-fitted uniform per brand standards.
- Perform a final check for order accuracy and completeness.
- Verify the room number and guest's last name.
Upon Arrival at Guest Room:
- Knock three times, announce "Room delivery," and greet the guest with eye contact and a smile.
- Confirm the order with the guest, hand over the bag, offer further assistance, and thank the guest.
- Verify ID for alcoholic beverage orders following responsible alcohol service procedures.
- Explain to guests that they may place their “Room Delivery” bag outside the room for pick-up after their meal.
If No Response:
- Leave the order outside the room after several knocks (30 seconds).
- Use a nearby house phone to call the room. If no response, call the in-room dining office to verify the room number.
- Leave a message on the guest phone indicating that an attempt was made to deliver the order and that it is in the corridor.
Customer Service:
- Deliver guest food orders promptly and ensure high-quality presentation.
- Provide outstanding customer service to both hotel and restaurant guests.
- Assess guests' needs and preferences, and make appropriate recommendations.
- Communicate with guests about tray removal options.
Order Accuracy and Quality:
- Check completed orders for accuracy and quality before delivery.
- Ensure compliance with all food and beverage regulations and brand standards.
- Restock and replenish inventory and supplies as needed.
General Duties:
- Accurately close guest checks and handle payment transactions.
- Complete an additional tasks as instructed by your supervisor or manager.
- Demonstrate strong organizational skills and the ability to handle stressful situations calmly and efficiently.
