In-Room Dining Coordinator

Position Summary:

Takes accurate In Room Dining telephone orders from customers, enters orders in POS system, makes food recommendations and upsells food and beverage items to maximize profitability.

Duties & Responsibilities Primary Responsibilities/Essential Functions:

• Properly answer phone calls for In Room Dining orders, enters orders to POS system and records guests' choices, special dietary needs and special requests.
• Describes all menu items, methods of preparation and prices as needed. Maintains knowledge of all menu items. Upsells food and beverage items to maximize profitability.
• Posts checks to the correct account and ensures servers have all the information they need to deliver orders efficiently and correctly. Processes guest payment transactions accurately and closes out order. Balances all payment methods with accuracy to sales report.
• Must wear non-slip, oil-resistant shoes. Follows all safety policies and procedures. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team member has responsibility to report defective, damaged, or lost PPE or equipment that does not fit properly to their Manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.
• Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.

Other Responsibilities/Supportive Functions:

• Performs all duties of In-Room Dining Server when requested.
• Complete all assigned cleaning duties, keep all storage areas cleaned and organized. Assist in the cleaning and organization of the In-Room Dining workstations during and after the shift.
• Receives work requests and guest requests by phone or email and forwards or reports/inputs the request according to department procedures. Uses radio to dispatch immediate needs to appropriate department. Reviews open tickets and In Room Dining Cashier BBR Final 9-30- Page 1 of 4 follows up with staff to ensure work is completed. Closes completed tickets as directed.
• Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents.
• Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.

Qualifications (relevant experience, education, and training):

• Prior experience as cashier desired.
• Possess a basic knowledge of food and beverage preparation, service standards of comparable hotel, guest relations and etiquette.
• Must have a basic knowledge of wine, beer, liquors, waters, and drinks served.
• Requires ability to serve needs of guests through verbal face-to-face and telephone interactions. Contacts sometimes contain confidential/sensitive information so requires ability to use discretion. Must demonstrate positive attitude and professional demeanor. Requires strong communication and interpersonal skills and commitment to a high level of guest satisfaction.
• Completes required training as scheduled.
• Requires ability to perform basic math skills such as addition, subtraction, multiplication, and division.
• Requires ability to learn and use telephone and POS and other computer systems used at the hotel.
• Strong attention to detail. Must be able to remain organized and handle multiple tasks and work under pressure of serving multiple guests at once.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Must be able to speak, read, write and understand English to understand instructions, safety rules, and communicate with guests.
• Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends, and alternate shifts.
• Must be at least 18 years of age. Must complete TIPS (Training for Intervention Procedures) alcohol awareness certification as scheduled upon employment. Must have a valid current Food Handlers Card or willingness and ability to obtain one within 30 days of employment. Requires valid Drivers' license in good standing with clean driving record if required to drive golf cart for deliveries.
• Must know all applicable health standards. Knowledge of federal, state, and local laws, ordinances and regulations and company policy regarding serving alcohol to minors and intoxicated patrons.
• Must maintain a clean appearance and professional demeanor.