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Inn Room Service Coordinator

3 months ago

Asheville, North Carolina, United States Biltmore Company Full time
Job Description


Room Service Coordinators courteously and efficiently answer Room Service phones, take and input guests' orders; ensure receipt of orders by Servers and settle checks in the P.O.S.

system according to Inn specifications; and process payment of all checks in accordance with Accounting requirements and maintain accountability for all financial transactions.

Coordinators help provide a world class experience for guests utilizing the Inn on Biltmore Estate's in-room dining services, and will offer additional assistance and support for leadership, the department, and the company as required.

Schedule can vary depending on business needs. Weekend availability required.

Requirements:

  • At least six (6) months of previous guest service experience required, preferably front of house food and beverage in an upscale hotel/resort/restaurant setting.
  • Demonstrated commitment to delivery of world class internal/external guest service.
  • Excellent interpersonal and communication skills; conveys information clearly, concisely, active listener; superb telephone etiquette; fluency in English, knowledge of other language(s) helpful.
  • Proactive, exercises good judgment; keen attention to detail with focus on quality and service.
  • Strong organizational skills; prioritizes work, multi-tasks, and adapts as required.
  • Ability to learn quickly Biltmore's history, products/services, systems, and protocols; solid math skills; familiarity with MICROS or other POS systems helpful.
Essential Job Duties:

  • Answer Room Service phone within 3 rings, using correct salutations and telephone
etiquette.

  • Take guests' food and beverage orders, utilizing suggestive selling techniques.
  • Use guest name whenever possible.
  • Ensure accuracy of guest name and room number of each order for delivery.
  • Accurately quote guest estimated time of delivery; monitor status of order and
call guest back if it will not be received within 5 minutes of time quoted.

  • Input order into system, distribute to servers and ensure transmission of food orders is
  • Ensure timely set up and delivery of orders.
  • Communicate with Lobby Bar to coordinate timely pick-up/delivery of food orders.
  • Organize, document and track pick up of dirty trays and tables; direct staff as required
to retrieve dirty trays and tables.

  • Organize and distribute all amenity orders to appropriate culinary and room service
staff.

  • Organize, input and distribute advance orders and door knob menu orders according
to departmental procedures

Physical Requirements:

  • Exert physical effort in transporting 25 pounds
  • Endure various physical movements throughout the work areas.
  • Remain in stationary position throughout work shift.
  • Satisfactorily communicate with guests, management and co-workers to their
understanding.

  • Must be at least 21 years old.