In Room Dining Coordinator

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KEY RESPONSIBILITIES

Job summary

Take room service orders over the phone. Answer questions on menu selections and check with kitchen staff. Answer guest questions or concerns regarding the origin, vintage, and style of various wines. Place and log call back for room service order. Notify guests and management of delays in service delivery. Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen. Maintain cleanliness of work areas throughout the day. Record transaction in MICROS system at time of order. Complete all closing reports, including MICROS reports. Process all payment methods.

Essential Duties and Responsibilities – (Key Activities)

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• 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 guest with food and wine Pairings, advise guest with approximate time frame for delivery.
• When a guest orders Room Service, hand write 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 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.
• Co-ordinate 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 assists 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.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• 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 check 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 9am or after 9pm) to inquire for feedback on quality, service and ask if the table/tray may be removed.
• Participate in quality control activities.
• Interact in courteous and professional manner with all guests, staff and community members.
• Respond in 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.
• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• All other duties as required.

Health & Safety

• Be aware of and comply with safe working practices as laid down under the Health and Safety Act as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.
• The wearing of appropriate clothing provided by or recommended by the Company will be obligatory.
• Report any defects in the building, plant or equipment according to hotel procedure.
• Ensure that any accidents to associates, guests or visitors are reported immediately in accordance with correct procedures.
• Attend Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.
• Be fully conversant with:

• OSHA Regulations
• Risk Assessments for your department
• Hotel Fire & Bomb Procedures

Confidentiality

• Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests and associates, unless otherwise stated.

Other

• Comply and adhere to the Rosewood company policies.
• Take on other tasks in addition of the ones stated, in a reasonable framework.
• Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.
• Model the company’s culture, vision, mission and core values at all times.
• While this is intended to be an accurate reflection of the duties involved in this position, the Company reserves the right to add, remove or alter duties when business need dictates.
• As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

Required Skills –

General 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 confidentiality of guest information and pertinent hotel data.

Technical Skills

• Knowledge Ability to perform job functions with attention to detail, speed and accuracy; ability to prioritize, organize and follow through; ability to be a clear thinker, remain calm and resolve problems using good judgment; ability to work well under pressure of meeting production schedules and timelines for guests' hot food orders;
• Ability to maintain good coordination; ability to transport cases of received goods to the workstation; ability to work an 8-12 hour shift in hot, noisy and sometimes close conditions;
• Ability to work with all products and food ingredients involved; ability to use all senses to ensure quality standards are met
• Ability to differentiate dates; ability to operate, clean and maintain all equipment required in job functions;
• Ability to comprehend and follow recipes; ability to perform job functions with minimal supervision; ability to work cohesively with co-workers as part of a team.

Language  Required to speak, read and write English, with fluency in other languages preferred.

Physical Requirements  Must be able to exert physical effort in transporting 30 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

Kitchen Environment constantly exposed to heat, high cold, slippery surfaces and appliances such as stove, oven, dishwasher, cooking top, as well as cleaning tools.

Work Management

• Ability to manage multiple tasks
• Can meet deadlines
• Thinks globally

People Management

Creates work environment that:

• Energizes, motivates and supports employees
• Foster a climate of open communication, trust and respect
• Encourages team behaviour
• Effectively communicates with all levels

Other/Attributes

• Passionate and dedicated
• Is patient, yet persistent
• Culturally aware and sensitive

Qualifications

• Diploma/Some College or an equivalent combination of education and work-related experience.
• California Responsible Beverage Service (RBS) Certificate & California Food Handler Card, preferred.
• Minimum 21 years of age to serve alcoholic beverages

Experience

• Minimum two years’ experience in restaurant service.
• Hotel operational exposure (i.e. F&B) preferred
• Experience with a luxury or ultra-luxury property or brand preferred

Rosewood Sand Hill provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Pay

The pay scale for this position is between $21.98 and $24.42/hour. This is the pay range for this position that the Hotel reasonably expects to pay.

Decisions regarding individual rates will be based on a number of factors, such as experience, type of hotel luxury experience and/or Fine Dining Restaurant Experience.