Job Details

Room Service Server/Cashier

The Room Service Server/Cashier is responsible for taking guest orders accurately and timely, preparing and delivering items to guestrooms, processing payments, and ensuring overall guest satisfaction in an attentive, courteous and efficient manner.

Responsibilities

Order Taking & Communication:

• Answer telephone according to established standards.
• Take orders accurately and repeat back to guests for confirmation.
• Call all guests before delivery of order.
• Estimate delivery times according to business volume.
• Have thorough knowledge of menus, current specials, and upsell items to guests.
• Communicate special orders, guest needs, and "86" items to servers and kitchen.
• Process tickets upon server return and call guests to confirm satisfaction.

Food & Beverage Service:

• Prepare station and stock work areas with china, glassware, linen, coffee pots, and napkins ensuring all items are clean and polished.
• Set trays and tables according to established standards.
• Deliver orders according to established standards and ensure quality of food and beverage.
• Prepare and deliver amenities and replenish as needed.
• Retrieve and clear trays from floors on a timely basis.
• Assist in preparing and delivering guest orders as needed.

Administrative & Cash Handling:

• Process mini-bar tickets and ensure all paperwork is in order.
• Handle money according to hotel standards, ensuring accurate balancing.
• Ensure cash is dropped in safe.
• Pay out service gratuities and run appropriate reports.
• Check VIP list and communicate orders to kitchen and next shift.
• Perform opening and closing duties according to established side work checklist.

Guest Relations:

• Employees must at all times be attentive, friendly, helpful and courteous to all guests, managers and fellow employees.
• Handle guest complaints and communicate to management.
• Ensure overall guest satisfaction.

Qualifications

Education & Experience:

• High School diploma or equivalent and/or experience in a hotel or related field preferred.

Physical Requirements:

• Flexible and long hours sometimes required.
• Medium work - Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.

General Requirements:

• Must effectively communicate both verbally and in writing with all levels of employees and guests in an attentive, friendly, courteous and service-oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards.
• Maintain high standards of personal appearance and grooming, including proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling and solving problems, including anticipating and preventing issues.
• Must be able to understand and apply complex information from various sources.
• Must be able to cross-train in other hotel related areas.
• Must maintain confidentiality of information.
• Must show initiative, including anticipating guest or operational needs.
• Maintain a friendly and warm demeanor at all times.
• Perform other duties as requested by management.