Room Service Associate

2 weeks ago

Memphis, Tennessee, United States Peabody Hotels & Resorts Full time


REPORTS TO: Room Service Manager and/or Room Service Captain.

SUPERVISES: N/A.

WORK ENVIRONMENT:

Involves working in the Room Service area, guest accommodations, and kitchen facilities. The role includes operating under varying noise levels, indoors, and in proximity to fumes and chemical hazards.

KEY RELATIONSHIPS:

Internal: Collaborates with staff in Room Service, Bar, Kitchen/Stewarding, Engineering, Housekeeping, Front Desk, and Sales and Catering Departments.
External: Engages with hotel guests.

PHYSICAL ABILITIES:

Essential:
  1. Ability to exert physical effort in transporting items weighing up to 50 pounds.
  2. Capability to endure various physical movements throughout work areas.
  3. Reach full arm's length above head.
  4. Remain stationary for up to 20 minutes during shifts.
ESSENTIAL JOB FUNCTIONS:
  • Certification in ServSafe Food Handling is required within the first 60 days of employment.
  1. Certification in TIPS alcohol awareness training is required within the first 60 days of employment.
  2. Maintain comprehensive knowledge of and adhere to all departmental policies, service procedures, and standards.
  3. Understand and utilize equipment correctly and only as intended.
  4. Anticipate and respond promptly to guests' needs, acknowledging all guests regardless of workload or time of day.
  5. Foster positive guest relations consistently.
  6. Be knowledgeable about hotel services/features and local attractions to accurately respond to guest inquiries.
  7. Address guest complaints effectively to ensure satisfaction.
  8. Monitor and uphold cleanliness, sanitation, and organization of assigned work areas.
  9. Maintain thorough knowledge of all liquor brands, beers, and non-alcoholic selections available in Room Service.
  10. Understand the characteristics and descriptions of wines/champagnes by the glass and major wines on the list.
  11. Know the designated glassware and garnishes for drinks.
  12. Comprehend all menu items, including preparation methods, ingredients, sauces, preparation times, garnishes, presentation, and pricing.
  13. Be familiar with guest room layouts, locations, and room numbers/names.
  14. Strictly adhere to state liquor regulations, particularly those regarding service to minors and intoxicated persons.
  15. Be knowledgeable of POS and manual systems.
  16. Answer Room Service calls following established service excellence practices.
  17. Complete assigned opening side duties.
  18. Retrieve food orders from the kitchen and place them on tables/trays.
  19. Transport tables/trays from the Room Service area to guest rooms while maintaining food presentation standards.
  20. Enter guest rooms and set up tables/trays according to established procedures.
  21. Serve food and beverages to guests.
  22. Open and serve wine/champagne bottles.
  23. Present checks to guests for signature/payment, adhering to all established payment procedures.
  24. Set up and deliver amenities to designated rooms.
  25. Maintain cleanliness and organization of all service areas, guest rooms, and corridors.
  26. Transport tables/trays back to the Room Service area as assigned.
  27. Clean and reset tables/trays, ensuring sufficient supply in the Room Service area.
  28. Complete closing side duties as per the side worksheet.
  29. Deliver pre-orders in the morning, set up hospitalities for the next day in the evening, and collect/set up pre-orders during the graveyard shift.
    • Check quality and quantity of Room Service stock and supplies using a checklist.
    • Fold and stack Room Service napkins.
    • Set tables and trays.
    • Prepare all condiments and beverages.
    • Ensure adequate supply of silverware, glassware, and chinaware for service.
    • Prepare cold and hot food items.
    • Inspect cleanliness and condition of all equipment for use in the Room Service area, addressing any deficiencies.
    • Ensure all flowers and decorative items are fresh for guest use.
SECONDARY JOB FUNCTIONS:
  1. Take and record guest orders.
  2. Utilize suggestive selling techniques when taking orders.
  3. Obtain cigars/cigarettes upon guest request.
  4. Follow maintenance programs and cleaning schedules.
  5. Replace flowers in bud vases.
  6. Expedite tasks on the floor or in the kitchen as assigned.
QUALIFICATIONS:

Essential:
  1. Must be at least 18 years old to serve alcoholic beverages.
  2. 2-3 years of experience in a similar role.
  3. Fluency in English, both verbal and written.
  4. Ability to perform basic arithmetic.
  5. Provide clear and legible communication.
  6. Ability to:
    • Perform job functions with attention to detail, speed, and accuracy.
    • Prioritize and organize tasks effectively.
    • Remain calm and resolve problems using good judgment.
    • Follow directions thoroughly.
    • Understand and anticipate guests' service needs.
    • Work cohesively with co-workers and other departments as part of a team.
    • Work with minimal supervision.
    • Maintain confidentiality of guest information and pertinent hotel data.
    • Communicate courteously and discreetly with guests, management, and co-workers.
    • Maintain regular and punctual attendance.
    • Adhere to grooming standards.
    • Exemplify service excellence in all interactions.
Desirable:
  1. High school diploma or equivalent vocational training certificate.
  2. Previous experience in Room Service.
  3. Certification in liquor, wine, and food service training.
  4. CPR certification.
  5. Fluency in a foreign language, preferably Spanish or Creole.
  6. Ability to suggestively sell.
  7. Previous guest relations training.
STANDARD SPECIFICATIONS:

Requirements represent minimum levels of knowledge, skills, and/or abilities necessary to perform this job successfully. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees, or guests.

This job description does not imply that these are the only duties to be performed by the employee occupying this position. Employees may be required to perform any other job-related duties assigned by their supervisor. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

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