In Room Dining Coordinator

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OVERVIEW/BASIC FUNCTION:

This position requires an organized person that is guest driven, friendly, eager to learn and self-motivator. Moreover, the person needs to learn, adapt and innovate quickly with a vibrant personality. To contribute to the smooth and efficient running of the In Room Dining function within the Food and Beverage Division. Retrieve food and beverage orders. Process guests’ orders in a courteous, efficiently, and timely manner. Should have knowledge of room service menu and ongoing promotions in other F&B outlets. To be prepared to work flexible shifts at designated area to create a fully multi skilled and productive Food and Beverage team with a sense of Aloha.

RESPONSIBILITIES

Guest Satisfaction

• Ensures the delivery of the brand promise and provides exceptional guest service at all times.
• Provides excellent service to internal customers in other departments as appropriate.
• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• Maintains positive guest and colleague interactions with good working relationships.

Operations

• Perform opening and closing duties for each shift 
• Set trolleys and trays according to orders and standards 
• Make sure all linen, cutlery, glasses and dishes are clean and well-presented prior to delivering to the guest 
• Ensures that Rosewood standards are implemented and followed.
• Ensures that all the Food and Beverage Sequence of Service are implemented.
• Carry out the service to the highest professional standards in a genuine and intuitive manner.
• Ensures the appropriate mise en place before and after service.
• Responds to the results of the consumer audit and ensures that the relevant changes are implemented.
• Takes orders from guests and repeats the orders before ending the telephone conversation.
• Ensures all orders are properly taken as requested with the proper phone etiquette.
• Delivers order to guest room in a prompt and timely manner.
• Strictly adheres to the hotel policies and procedures, especially when entering guest rooms.
• Ensures no entry to any guest room with “Do-Not-Disturb” sign.
• Collects In Room Dining tray / trolley from guest rooms or corridor as soon as he / she is informed.
• Presents bill and collects payment upon delivering the food.
• Maintains par stocks of all equipment and guest supplies as required.
• Has a thorough knowledge and understanding of all Food and Beverage items in the menu and is able to recommend Food and Beverage combinations and up sell alternatives.

Finance

• Strictly adheres to all policies and procedures issued by the Finance with regard to cashiering and cash handling.
• Performs the function of cashier as required.
• Verifies cash received ensuring only genuine money has been collected.
• Verifies all credit cards presented by guest before validating the card.

Talent & Culture

• Works closely with other associates in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Works in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.

Other Duties

• Understands and strictly adheres to rules and regulations established in the associate handbook and the Hotel’s policies concerning fire, hygiene and health and safety.
• Ensures high standards of personal presentation and grooming.
• Maintains strong, professional relationship with the relevant representatives from competitor hotels, business partners and other organisations.
• Responds to changes in the Food and Beverage function as dictated by the industry, company and hotel.
• Attends training sessions and meetings as and when required.
• Carries out any other reasonable duties and responsibilities as assigned.
• Be punctual. No absenteeism or lateness, unless approved by superior. 

Group Specific

• Contribute to ensuring that brand integrity and clarity are always maintained.
• Is a “Brand Ambassador” at all times and ensures brand integrity and clarity are always maintained.
• Works with a sense of Aloha and in respect of the Hawaiian culture and tradition
• Model the company’s culture, vision, mission and core values at all times.
• Complies to the company policies.
• Takes on other tasks in addition to the ones stated, in a reasonable framework.

QUALIFICATIONS & WORKING EXPERIENCE

• 6 to 12 months in Hotel Food and Beverage operations, preferably with In Room Dining
• Fluent spoken and written in English  
• Background in upscale free-standing restaurant or Food & Beverage operations preferred 
• Familiarization with Forbes standards is preferred
• Conversant with all aspects of the Micros System preferred
• Fluent spoken and written in English  
• High School Diploma.