Room Service Order Taker

4 weeks ago

Chicago, United States Hyde Park Hospitality Full time
Job DescriptionJob Description

Principle Responsibilities/Position Purpose:

Answers room service telephone and takes guest orders accurately in a helpful, friendly, courteous and professional manner to ensure total guest satisfaction. Upsells sides, desserts and beverages to enhance profitability. Enters order into computerized system and settles check upon delivery of the order.


EXAMPLE OF DUTIES:

ESSENTIAL FUNCTIONS

Average Percent of Time

35 % Promptly answer Room Service calls, announce any specials, promote menu items and answer questions regarding preparation methods.

10 % Document orders, repeat items back to callers to ensure accuracy and quote expected arrival time with speed and accuracy.

10 % Immediately input order information into point of sale system, allowing kitchen staff to begin preparation; note any special requests clearly. Give food server hard copy of check to be delivered with order.

10 % Processes payment for orders upon return of the Room Service Server.

10 % Complies with accounting guidelines regarding receipt of payments, check total verification, tip disbursement, cash drawer and house bank management. Maintains house bank in accordance with policy

5 % Answer calls for pick-up of trays and/or tables and direct buspersons to retrieve items.

10 % Respond to guest complaints in a positive manner, negotiate a compromise and implement solution.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

•Attend mandatory meetings.

•Perform general cleaning tasks to adhere to health and safety standards.

•Keep work area clean and organized.

•Complete other duties as assigned by supervisor.

PHYSICAL REQUIREMENTS:

Physical Activity Sitting

Walking Climbing stairs

Crouching/Bending/Stooping Reaching

Grasping Pushing/Pulling Near Vision

Far Vision Hearing Talking Smell Taste

Lifting/Carrying(# lbs) Travel

Frequency Constant Rare Occasional Occasional Occasional Constant Occasional Constant Constant Constant

Constant

Occasional Rare

Rare - up to 20 lbs. Never

OTHER DUTIES

Assimilate into The Hilton Family PRIDE/CARE culture through understanding, supporting and participating in all elements of PRIDE/CARE. Demonstrate working knowledge of the service standards.

Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

SAFETY REQUIREMENTS

OSHA laws require the use of the following Personal Protecticve Equipment (PPE) when performing work duties that have the potential of rish to your health or safety:

□None

□Team members will be trained in the proper use and care of assigned PPE. The hotel provides the required

PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.

ORGANIZATIONAL RELATIONSHIPS

Positions directly reporting to this position (titles): None

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

□Basic knowledge of food and beverage preparations and service standards.

□Knowledge of all menu items and accompaniments.

□Ability to remember, recite and promote the variety of menu items.

□Basic knowledge of the English language sufficient to understand inquiries from customers and communicatepreparation methods, ability to comprehend written product labeling instructions to enable the safe application ofproducts and processes within the hotel.

□Ability to operate a keyboard to input Point of Sale procedures to pre-check, input order and close out the check.

QUALIFICATION STANDARDS EDUCATION

High School graduate or equivalent preferred.

EXPERIENCE

Previous customer service, telephone and cashiering experience preferred.

LICENSES OR CERTIFICATES

Food Service Sanitation certification.


GROOMING

All team members must maintain a neat, clean and well-groomed appearance (specific standards available).

OTHER

NOTICE:

The hospitality business functions seven days a week, twenty-four hours a day. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.

Upon employment, all employees are required to fully comply with Hilton rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

I HAVE READ AND UNDERSTAND THE POSITION DESCRIPTION INFORMATION AND HEREBY STATE THAT I CAN PERFORM THE ESSENTIAL FUNCTIONS OF THE JOB WITH OR WITHOUT REASONABLE ACCOMMODATION.


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