Room Service Server

Description

AM & OVERNIGHT SHIFTS AVAILABLE

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:

• under variable noise levels.
• indoors.
• around fumes and/or odor hazards.
• around chemicals.

KEY RELATIONSHIPS:

Internal: Staff in Room Service, Bar, Kitchen/Stewarding, Engineering, Housekeeping, Front Desk, Sales and Catering Department.

External: Hotel guests.

ESSENTIAL JOB FUNCTIONS

• Must be certified in ServSafe® Food Handling within first 60 days of employment.
• Must be certified in TIPS® alcohol awareness training within first 60 days of employment.
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Be familiar with all hotel services/features and local attractions/activities in order to respond to guest inquiries accurately.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge of all liquor brands, beers and non-alcoholic selections available in Room Service.
• Maintain knowledge of the particular characteristics and description of every wine/champagne by the glass and major wines on the wine list.
• Maintain complete knowledge of designated glassware and garnishes for drinks.
• Maintain complete knowledge of all menu items, preparation method, ingredients, sauces, preparation time, garnishes, presentation and prices.
• Maintain complete knowledge of guest room layout, locations and room numbers/names.
• Maintain complete knowledge and strictly abide by state liquor regulations, particularly those prohibiting service to minors, intoxicated persons and drunk driving.
• Maintain knowledge of POS and manual systems.
• Answer Room Service telephone according to Peabody Service Excellence® practices.
• Complete opening side duties as assigned:

•

• Check quality and amount of all Room Service stock and supplies using checklist.
• Fold/stack Room Service napkins.
• Set tables and trays.
• Set up all condiments (butter, jellies, syrups, juices) and beverages (alcoholic and non-alcoholic).
• Ensure a sufficient supply of all silverware, glassware and chinaware for service.
• Prepare cold and hot food items.
• Check cleanliness and condition of all equipment for use in Room Service area, rectify any deficiencies.
• Ensure all flowers and decorative items are fresh for guest use.
• Retrieve all food orders from kitchen and place on table/tray.
• Retrieve all alcoholic beverage items from bar and place on table/tray in accordance with the departmental standards.
• Transport tables/trays from Room Service area to guest rooms, ensuring all standards of food presentation are maintained and that no spillage occurs.
• Enter the guest room and place the table/tray by following the established departmental procedures.
• Serve the food items and beverages to the guest.
• Open and serve wine/champagne bottles.
• Present check to guest for signature/payment. Adhere to all payment procedures established by Accounting.
• Set up and deliver amenities to designated rooms.
• Monitor and maintain cleanliness, sanitation and organization of all service areas, guest rooms and guest corridors.
• Transport all tables/trays from guest rooms to Room Service area as assigned.
• Clean and reset tables/trays, maintaining sufficient supply in the Room Service area.
• Complete closing side duties according to side worksheet.
• AM-Deliver pre-orders.
• PM-Set up hospitalities for the next day
• Graveyard-Collect and set up all pre-orders.

•

• Check quality and amount of all Room Service stock and supplies using checklist.
• Fold/stack Room Service napkins.
• Set tables and trays.
• Set up all condiments (butter, jellies, syrups, juices) and beverages (alcoholic and non-alcoholic).
• Ensure a sufficient supply of all silverware, glassware and chinaware for service.
• Prepare cold and hot food items.
• Check cleanliness and condition of all equipment for use in Room Service area, rectify any deficiencies.
• Ensure all flowers and decorative items are fresh for guest use.

SECONDARY JOB FUNCTIONS

• Take guest orders and record.
• Utilize suggestive/up-selling techniques when taking orders.
• Obtain cigars/cigarettes when requested by guests.
• Follow maintenance program and cleaning schedule.
• Replace flowers in bud vases.
• Expedite on floor or in Kitchen as assigned.

Requirements

QUALIFICATIONS

Essential:

• Minimum of 18 years of age to serve alcoholic beverages.
• 2-3 years experience as a room service ser…