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Guest Room Service Specialist

2 months ago

Albany, New York, United States Hilton Albany Full time

Overview
The Room Service Attendant plays a crucial role in ensuring guests receive their orders promptly and courteously. This position involves taking orders, preparing them, and delivering items to guest rooms in a professional manner.

Key Responsibilities
- Prepare workstations in anticipation of service demands.
- Ensure all areas are stocked with necessary items such as china, glassware, linens, and coffee pots, maintaining cleanliness and polish.
- Set up and deliver VIP amenities to enhance guest experience.
- Deliver food and beverage orders following established guidelines and Hilton standards.
- Answer phone calls professionally and efficiently.
- Operate the Point of Sale (P.O.S) system effectively.
- Adhere to established standards when delivering orders.
- Manage the breakdown of soiled dishes and linens in accordance with sanitation protocols.
- Conduct regular floor sweeps to retrieve food and beverage trays, ensuring cleanliness and compliance with health guidelines.
- Monitor the quality of food and beverages being served and communicate with the kitchen and management as necessary.
- Prepare and replenish amenities as required.
- Maintain thorough knowledge of menus and specials to effectively up-sell items to guests.

Operational Duties
- Execute opening and closing procedures as well as side-work duties based on assigned rotation and established checklists.
- Handle cashiering responsibilities, including closing checks and preparing end-of-shift paperwork.
- Address customer inquiries, concerns, and feedback to ensure a positive experience and foster future patronage.
- Follow all cash handling procedures in line with Hilton policies.

Guest Interaction
- Provide attentive and courteous service to all guests regarding their food and beverage needs.
- Communicate guest requirements to the appropriate departments.
- Manage guest complaints effectively and relay them to management.
- Strive to ensure overall guest satisfaction.

Qualifications
- Excellent verbal and written communication skills with guests and team members.
- Strong listening skills to understand and address concerns raised by guests and colleagues.
- Ability to multitask and prioritize responsibilities to meet service deadlines.
- Maintain a friendly, courteous, and service-oriented demeanor in all interactions.
- Attend all required meetings and training sessions.
- Adhere to Hilton's attendance standards as per scheduling needs.
- Uphold high standards of personal appearance and grooming, including proper uniform and nametag.
- Comply with Hilton's operational standards and regulations to promote safe and efficient hotel operations.
- Demonstrate initiative by anticipating guest needs and operational requirements.
- Ability to maintain confidentiality of sensitive information.
- Flexibility to cross-train in various hotel departments as needed.
- Previous experience in food service or room service in a quality hospitality environment is preferred.
- Ability to lift and carry food service trays weighing over 35 pounds.
- Willingness to work a flexible schedule, including weekends and holidays.