Peabody Hotels & Resorts

REPORTS TO: Room Service Manager and/or Room Service Captain.. Internal: Staff in Room Service, Bar, Kitchen/Stewarding, Engineering, Housekeeping, Front Desk, Sales and Catering Department.. Replace flowers in bud vases.. 2-3 years experience as a room service server.. Fluency in a foreign language, preferably Spanish or Creole.

room service

Description REPORTS TO: Room Service Manager and/or Room Service Captain. SUPERVISES: N/A. WORK ENVIRONMENT: Room Service area, Guest Rooms, Kitchen areas. Job involves working: <ul><li>under variable noise levels.</li><li>indoors.</li><li>around fumes and/or odor hazards.</li><li>around chemicals.</li></ul> KEY RELATIONSHIPS: Internal: Staff in Room Service, Bar, Kitchen/Stewarding, Engineering, Housekeeping, Front Desk, Sales and Catering Department. External: Hotel guests. PHYSICAL ABILITIES Essential: <ol><li>Exert physical effort in transporting tables up to 50 pounds to guest rooms and kitchen.</li><li>Endure various physical movements throughout the work areas.</li><li>Reach full arm's length above head.</li><li>Remain in stationary position for up to 20 minutes throughout work shift.</li></ol> ESSENTIAL JOB FUNCTIONS <ul><li>Must be certified in ServSafe® Food Handling within first 60 days of employment.</li></ul><ol><li>Must be certified in TIPS® alcohol awareness training within first 60 days of employment.</li><li>Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.</li><li>Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.</li><li>Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.</li><li>Maintain positive guest relations at all times.</li><li>Be familiar with all hotel services/features and local attractions/activities in order to respond to guest inquiries accurately.</li><li>Resolve guest complaints, ensuring guest satisfaction.</li><li>Monitor and maintain cleanliness, sanitation and organization of assigned work areas.</li><li>Maintain complete knowledge of all liquor brands, beers and non-alcoholic selections available in Room Service.</li><li>Maintain knowledge of the particular characteristics and description of every wine/champagne by the glass and major wines on the wine list.</li><li>Maintain complete knowledge of designated glassware and garnishes for drinks.</li><li>Maintain complete knowledge of all menu items, preparation method, ingredients, sauces, preparation time, garnishes, presentation and prices.</li><li>Maintain complete knowledge of guest room layout, locations and room numbers/names.</li><li>Maintain complete knowledge and strictly abide by state liquor regulations, particularly those prohibiting service to minors, intoxicated persons and drunk driving.</li><li>Maintain knowledge of POS and manual systems.</li><li>Answer Room Service telephone according to Peabody Service Excellence® practices.</li><li>Complete opening side duties as assigned:</li><li>Retrieve all food orders from kitchen and place on table/tray.</li><li>Retrieve all alcoholic beverage items from bar and place on table/tray in accordance with the departmental standards.</li><li>Transport tables/trays from Room Service area to guest rooms, ensuring all standards of food presentation are maintained and that no spillage occurs.</li><li>Enter the guest room and place the table/tray by following the established departmental procedures.</li><li>Serve the food items and beverages to the guest.</li><li>Open and serve wine/champagne bottles.</li><li>Present check to guest for signature/payment. Adhere to all payment procedures established by Accounting.</li><li>Set up and deliver amenities to designated rooms.</li><li>Monitor and maintain cleanliness, sanitation and organization of all service areas, guest rooms and guest corridors.</li><li>Transport all tables/trays from guest rooms to Room Service area as assigned.</li><li>Clean and reset tables/trays, maintaining sufficient supply in the Room Service area.</li><li>Complete closing side duties according to side worksheet.</li><li>AM-Deliver pre-orders.</li><li>PM-Set up hospitalities for the next day</li><li>Graveyard-Collect and set up all pre-orders.</li></ol><ul><li><ul><li>Check quality and amount of all Room Service stock and supplies using checklist.</li><li>Fold/stack Room Service napkins.</li><li>Set tables and trays.</li><li>Set up all condiments (butter, jellies, syrups, juices) and beverages (alcoholic and non-alcoholic).</li><li>Ensure a sufficient supply of all silverware, glassware and chinaware for service.</li><li>Prepare cold and hot food items.</li><li>Check cleanliness and condition of all equipment for use in Room Service area, rectify any deficiencies.</li><li>Ensure all flowers and decorative items are fresh for guest use.</li></ul></li></ul> SECONDARY JOB FUNCTIONS <ol><li>Take guest orders and record.</li><li>Utilize suggestive/up-selling techniques when taking orders.</li><li>Obtain cigars/cigarettes when requested by guests.</li><li>Follow maintenance program and cleaning schedule.</li><li>Replace flowers in bud vases.</li><li>Expedite on floor or in Kitchen as assigned.</li></ol> Requirements QUALIFICATIONS Essential: <ol><li>Minimum of 18 years of age to serve alcoholic beverages.</li><li>2-3 years experience as a room service server.</li><li>Fluency in English, both verbal and written.</li><li>Compute basic arithmetic.</li><li>Provide legible communication.</li><li>Ability to:</li></ol><ul><li><ul><li>perform job functions with attention to detail, speed and accuracy.</li><li>prioritize and organize.</li><li>be a clear thinker, remaining calm and resolving problems using good judgment.</li><li>follow directions thoroughly.</li><li>understand guests' service needs.</li><li>work cohesively with co-workers and other departments as part of a team.</li><li>work with minimal supervision.</li><li>maintain confidentiality of guest information and pertinent hotel data.</li><li>satisfactorily communicate with guests, management and co-workers in a courteous, empathetic and discreet manner.</li><li>maintain regular and punctual attendance.</li><li>adhere to Peabody grooming standards.</li><li>uphold and exemplify Peabody Service Excellence®.</li></ul></li></ul> Desirable: <ol><li>High school graduate or equivalent vocational training certificate.</li><li>Previous experience in Room Service.</li><li>Certification of previous training in liquor, wine and food service.</li><li>Certification in CPR.</li><li>Fluency in a foreign language, preferably Spanish or Creole.</li><li>Ability to suggestively sell.</li><li>Previous guest relations training.</li></ol> STANDARD SPECIFICATIONS Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests. A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will 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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