Job Description
- Accurately take 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.
- Answer telephone calls within 3 rings, using correct salutations and telephone etiquette. If two or more calls come through at the same time, ask the first guest to be placed on hold, then pick up the lines and ask the guests to be placed on a brief hold, while taking the first caller’s orders.
- Make knowledgeable, informed, and articulate recommendations and suggestions regarding all menu items. Offer information on all menu items, beverage items and help guests with food and wine Pairings, advise guests with an approximate time frame for delivery.
- When a guest orders Room Service, handwrite the order with all specific instructions on the appropriate order form.
- Take ownership of any special Guest request or Guest menus and always inform and refer to the Manager on duty.
- All menu items offered including daily specials (it is your responsibility to have this information on a daily basis)
- Any menu items that are not available (you should be asking the Chef for this information on a daily basis)
- Ensure all amenities are delivered to the correct guest and the right room while using the hotel PMS system.
- Common allergies, and what to offer in order to substitute items to avoid allergic reaction and communicate all allergies to the Chef and Manager on duty.
- Any special requests that can be accommodated
- Coordinate with housekeeping 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.
- If a guest calls for information or services other than In-Room Dining (bathrobe, shaving cream, etc.) quickly and politely assist the guest by calling the appropriate department.
- If an order is taking longer than the quoted time the guest must be called and told when to expect said order.
- If a guest calls to order amenities, cakes, or flowers, fill out the appropriate form and follow appropriate procedures by informing all departments involved. Log all orders and amenities on the outside order form.
- Ensure that all tasks are maintained to The Carlyle level on a daily basis.
- Obtain all designated information to place an order through the hotel’s point of sales system (Micros). Input Guest orders in Micros and issue guest checks for each order with the time stamp on the back of the check. 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.
- Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
- Call guest after 35 minutes of receiving service (not before 9 am or after 9 pm) to inquire for feedback on quality, service and ask if the table/tray may be removed.
- Interact in a courteous and professional manner with all guests, staff, and community members.
- Respond in a courteous, professional, and rapid manner in order to resolve all guest and staff difficulties.
- Perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.
- Maintain clean and safe work area and grooming standards
- Models the company’s culture, vision, mission, and core values at all times.
- All other duties as required.
Skills
Must be able to perform job functions with attention to detail, speed, and accuracy; prioritize, organize, and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain the confidentiality of guest information and pertinent hotel data.
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