OverviewThe Room Service Attendant is responsible for receiving orders, preparing orders, and delivering items to guestrooms in an attentive, courteous and efficient manner.Responsibilities
- Prepare station in anticipation of the day's business. Stock work areas with china, glassware, linen, coffee pots, napkins and ensure that stock is clean and polished.
- Set-up and deliver all VIP amenities.
- Set-up and deliver all food and beverage orders in accordance with established guidelines, procedures and policies as prescribed by Hilton Standards.
- Answer the telephone according to standards.
- Be familiar with the operation of the P.O.S system.
- Deliver orders according to established standards.
- Breakdown trays of soiled dishes and linen in the dishroom according to established standards.
- Conduct floor sweeps and retrieve all food and beverage trays in order to maintain established sanitation guidelines.
- Ensure quality of food & beverage being delivered and communicate with Manager/Kitchen.
- Prepare and deliver amenities. Replenish as needed.
- Have a thorough knowledge of menus and current specials and up-sell items to guests.
- Perform opening and closing procedures and side-work duties according to station rotation assignment, established checklist, and hotel's operating policies and procedures.
- Perform cashiering functions by closing checks and preparing end of shift paperwork.
- Respond to customer needs, issues, comments and problems to ensure a quality experience and enhance future sales. Report all communications to immediate shift supervisor.
- Perform all cash handling responsibilities in accordance with Hilton policies and procedures.
- Be familiar with the organization of the Restaurant(s), lounge, and Room Service and know the function of each job position.
- Service guests with all food and beverage requirements in an attentive, courteous, and efficient manner.
- Communicate guest needs to proper department.
- Handle guest's complaints and communicate to management.
- Ensure overall guest satisfaction.
Qualifications
- Must be able to effectively communicate both verbally and written, with all level 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.
- Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
- Attend all hotel required meetings and trainings.
- Maintain regular attendance in compliance with Hilton Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
- Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
- Comply with Hilton 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 problems, including anticipating, preventing, identifying and solving problems as necessary.
- Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
- Must be able to cross-train in other hotel related areas.
- Must be able to maintain confidentiality of information.
- Must be able to show initiative, including anticipating guest or operational needs.
- Perform other duties as requested by management.
- Maintain a friendly and warm demeanor at all times.
- High School diploma or equivalent
- One plus year experience as Food Service /Room Service Attendant in quality food service/hotel operation
- Thorough knowledge of quality food service techniques and standards
- Exceptional guest service attitude and abilities
- Ability to lift and carry food service trays weighing 35+ pounds
- Ability to work flexible schedule to include weekends and holidays