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

SUPERVISES:           Room Service Servers, Buspersons.

WORK ENVIRONMENT:

Room Service area, Kitchen and service areas.

Job involves working:

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

KEY RELATIONSHIPS:

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

External:                    Hotel guests.

ESSENTIAL JOB FUNCTIONS

1. Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
2. Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
3. Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
4. Maintain positive guest relations at all times.
5. Be familiar with all hotel services/features and local attractions/activities in order to respond to guest inquiries accurately.
6. Resolve guest complaints, ensuring guest satisfaction.
7. Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
8. Maintain complete knowledge of:
9. • all liquor brands, beers and non-alcoholic selections available in room service.
   • the particular characteristics and description of every wine/champagne by the glass and major wines on the wine list.
   • all menu items, preparation method/time, ingredients, sauces, portion sizes, garnishes, presentation and prices.
   • daily menu specials, 86'd items.
   • guest room layout, locations and room numbers/names.
   • manual system procedures.
   • daily house count, arrivals/departures, VIPs.
   • scheduled in-house group activities, locations and times.
10. Maintain complete knowledge and strictly abide by state liquor regulations, particularly those providing service to minors, intoxicated persons and drunk driving.
11. Obtain assigned bank and ensure accuracy of contracted monies.  Obtain change required for expected business level.  Keep bank secure at all times.
12. Set up and organize workstation with designated supplies, forms and resource materials; maintain cleanliness at all times.  Report shortages to supervisor.
13. Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective associates.
14. Answer Room Service telephone according to Peabody Service Excellence® practices.
15. Take guests' food and beverage orders, utilizing suggestive selling techniques and following all departmental standards.
16. Ensure accuracy of guest name and room number of each order for delivery.
17. Access all functions of the POS system in accordance to specifications.  Restock journal tape and change ribbons as needed.
18. Input orders into system and distribute to Servers; ensure authorization for room charges.  When system is down, obtain manual checks and follow all Accounting procedures.
19. Ensure timely set up and delivery of orders.
20. Contact guests 30 minutes after order is delivered to ensure guest satisfaction and to suggest additional orders; resolve any problems promptly.
21. Organize, document and track pick up of dirty trays/tables; direct staff as required to retrieve dirty trays/tables.
22. Process all payment methods in accordance with Accounting procedures and policies.
23. Accommodate guest requests for change courteously.
24. Input charges for amenity orders and coordinate delivery of such with Servers following departmental procedures.
25. Organize, input and distribute advance orders and doorknob menu orders according to departmental procedures.
26. Assist and oversee Room Service staff in their job functions as specified in departmental standards.
27. Settle all checks opened under own ID number.  Settle all Servers’ checks before leaving; report open checks to Room Service Supervisor/Manager.
28. Complete designated closing reports in the POS system.
29. Pay out tips to designated staff and document such, following Accounting and legal requirements.
30. Count bank at end of shift and secure bank.
31. Legibly complete designated cashier reports and distribute in accordance with Accounting procedures.
32. Balance and drop receipts according to Accounting specifications.
33. Review business status and follow up actions with on-coming Order Taker/Cashier or Supervisor.

SECONDARY JOB FUNCTIONS

1. Take and legibly document restaurant reservations.
2. Perform job functions on Banquet cash bars as assigned.
3. Legibly document maintenance needs on work orders and submit to Manager.
4. Follow maintenance program and cleaning schedule.
5. Expedite on floor or in Kitchen as assigned.

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 associates 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 associates occupying this position. Associates 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.