E11EVEN - In Room Dining Server

In-Room Dining Server

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands.

Inspired by the human condition in its many forms, E11EVEN Club Hotel & Residences were created to promote an exclusive, personal and self-curated way of being. At the Residences, choice surrounds you all day long. Whether you jetset or prefer to reset, these residences offer moments and experiences that speak to each individual's taste and preference. Located within the creative and thriving metropolis of Miami, E11even Club Hotel & Residences perfectly reflect the vibrancy of its surroundings, people and culture. So reimagine yourself here and get to the essence of what living your way, is truly all about.

The In-Room Dining Server answers In-Room Dining (IRD) telephones and records orders with 100% accuracy at E11EVEN Club Hotel & Residences, conveying orders to the service and culinary teams for accurate and prompt delivery, and delivers amenities to guest rooms.

Responsibilities

• Answer all IRD telephone calls within three (3) rings using the established standard greeting and the guest's name, prioritizing calls and demonstrating excellent telephone etiquette.
• Take guest orders and requests courteously, efficiently, and promptly with 100% accuracy, writing all information clearly and highlighting special requests.
• Ensure correct posting of orders in the POS system for communication to the service and kitchen teams.
• Advise guests of all promotions and daily specials, provide recommendations and alternatives, and apply upselling techniques when applicable.
• Maintain thorough knowledge of the In-Room Dining menu, promotions in other F&B outlets, and all services, facilities, and products offered by the hotel.
• Communicate with the kitchen regarding menu questions, wait times, recooks, and product availability.
• Give guests an approximate delivery time according to the time evaluation system established by the F&B Manager and Sous Chef; if an order has not been sent by that time, call the guest to apologize and provide an updated delivery time.
• Help with tray setup, tray cleanup, and supply stocking.
• Deliver amenities to guest rooms, follow up on amenity delivery, and remove VIP amenities from rooms in the case of a no-show.
• Coordinate with other In-Room Dining Servers and Minibar Attendants.
• Settle all IRD and hospitality checks to the correct method of payment, balance all paid-outs, prepare and balance the day's receipts at the end of the shift, and submit cash deposits per policy.
• Promptly handle guest inquiries, complaints, and issues in a professional manner, and report guest feedback to the manager.
• Ensure a proper handover is given to the next shift and to the on-duty F&B manager.
• Keep the work area clean and organized, and report cleanliness and maintenance issues to the immediate supervisor.
• Serve as back-up to the Host/Hostess as needed.
• Perform other related duties as assigned by management.

Qualifications

• High school or equivalent education required.
• One to two (1-2) years of experience as a telephone operator or order taker within the hospitality and/or food and beverage industry, or equivalent.
• Ability to communicate with guests and anticipate their needs.
• Ability to smile and defuse anger naturally.
• Ability to multitask, with strong attention to detail.
• Enthusiastic and positive personality.
• Strong knowledge of customer service and of all beverage products and services.
• Must be able to work weekends and holidays.

Benefits

We are pleased to offer to our full-time associates a comprehensive and competitive benefits package designed to support your health, well-being, and financial future.

• Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance401(k) Retirement Plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave (provided in accordance with applicable law)
• Employee assistance program (EAP)
• Educational opportunities / Tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

For Employees Based in Washington:

• 8 paid holidays per year
• Up to 20 days of paid vacation per year, based on classification and length of service
• Paid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next.

For Employees Based in Colorado:

• 8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year
• Up to 20 days of paid vacation per year, based on classification and length of service
• 6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.

For Employees Based in California:

• 8 paid holidays per year
• Up to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO.
• Paid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.

Please note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement ("CBA"). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.

**The above-referenced benefits do not apply to part-time positions