What are the responsibilities and job description for the Room Service Attendant position at The Pierre, A Taj Hotel?
POSITION OVERVIEW:
The room service attendant at The Pierre New York, A Taj Hotel, is responsible for providing an enjoyable, memorable, expertly served dining experience within the guidelines and standards of excellence for quality, professionalism and friendliness.
JOB FUNCTION, TASKS, and RESPONSIBILITIES:
KEY RESPONSIBILITIES
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Assist with all aspects of guest's initial experience
- Assist with greeting of guest promptly, courteously, graciously with eye contact, a smile and good posture.
- Ability to maintain a friendly yet unobtrusive manner with all guests when greeting and serving meal in guest room.
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Facilitating a clear communication with guests, between all departments and co-workers within the hotel.
- Ability to answer a telephone and/or greet all guests according to Taj Hotels’ standards.
- Properly ring guest door and announce yourself with proper permission to enter guest room.
- Ability to handle “Do Not Disturb” and “No Service” rooms as well as difficult guests.
- If required/needed to provide information regarding the hotel or any other services within The Pierre, New York
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Explanations/communication of all items ordered
- All necessary aspects of setting up seating as required for guests, including moving service tables and chairs in an unobtrusive and professional manner.
- Accountable for all service tables to be set according to standard at all times during shift.
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Accurate knowledge of guest
- Ability to recognize regular or familiar guests and to greet them by name or to use guest name at all times when guest name becomes known.
- Able to learn and retain guest information while maintaining guest confidentiality.
- Ability to anticipate and service the guest’s requirements before requests are necessary.
- To work with managers on duty regarding any guest information/requests including required pre-shift meetings to review special guest requests, etc
- Able to multi-task to achieve all goals of a service for all aspects of service.
- To ensure all details of service are performed properly and that every guest receives the highest quality of service at all times.
- Exceptional interpersonal skills to facilitate a warm and welcoming atmosphere for all interactions with all guests.
- Coordinating the “firing” of courses with kitchen and order taker/cashier if a guest requests meal to be served in courses.
- Ability to prevent breakage of food and beverage items.
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Ability to serve food and beverages as required
- Carry trays, bus, clear, re-set tables with linen, china, glass and silver per standard and in an unobtrusive and professional manner either in front of the guest or in the kitchen.
- Must be able to service food to and from kitchen production lines and beverages from the service bar as needed.
- Clear/check all elevator landings for Room Service trays, carts and dishes and any other items related to room service.
- Polish all glassware and silver flatware before it is presented to a guest.
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Required to work with bartenders station
- Pick-up of all beverages from service bar in Lounge as required.
- Coordinating with bartender staff for utilization of beverage service in Room Service as required.
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Able to provide food & beverages by any means necessary to service the guest pertaining to delivery and service of food & beverages.
- Pouring and mixing beverages and alcoholic beverages per hotel standard operating procedures and within hotel rules and regulations.
- Retrieving food and beverages as needed from wine cellar, other outlets, storage room and any kitchen as required.
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Ability to set up and breakdown Daily Services
- Fitness Center Services
- Lobby Morning Services
- Executive Office & Office Services
- Business Center (also to deliver orders as per guest request).
- Ability to service all needs for any private dining room or areas, group and private function areas within the scope of the room service operation.
- Ability to provide fresh condiments or garnishes table side or by means of French service.
- Beverage service including but not limited to: water, drinks, wine, aperitifs and any service required for beverages in the guest room
- Food service including but not limited to: bread, butter, amuse bouche, etc to accompany guest orders
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Ability to perform all duties required for set-up/setting/re-setting/clearing in the room service operation.
- Retrieving room service tables and tray upon guest request or after a designated time period.
- Set-up of station before, during and after shift including all mis en place
- Clearing/bussing as needed
- Setting/re-setting as needed
- Crumbing
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Ability to deliver guest amenities in an effective and timely manner at all times.
- Set-up and delivery and relocation of guest amenities as required including additional items such as cards and complimentary items
- Ability to handle a guest room with a “do not disturb” noted on the door.
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General cleanliness and sanitary responsibilities including:
- Responsible to keep work area clean, sanitized and organized at all times by checking and re-checking on a continuous basis during shift.
- To ensure that all areas are stocked and all opening, service and closing side duties are completed correctly.
- Managing time and work load to ensure the smooth running of all operational needs pertaining to all aspects of service.
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Ability to utilize hotel communication systems
- Phone, wireless phones, radios and/or pagers.
- To be in communication with all staff and management as needed during shift
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To enable a safe working environment for oneself and all employees within the entire operation including Front and Back of House areas or any areas pertaining to the operation.
- Must assist managers in reporting any and all health, safety or alleged food poisoning concerns.
- To be aware of current health and safety concerns / issues
- Ability to report any accident involving an employee or guest, no matter how minor.
- Ability to respond properly to any hotel emergency or safety situation.
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Able to work with co-workers/Order Takers-Cashiers/Private Bar Attendants/Managers to facilitate the smooth operation of room service and other hotel departments as required.
- Liaise with managers on duty regarding the daily operations and service flow
- Able to ascertain a guest’s satisfaction and handle any problem that may arise, taking ownership of the problem while immediately notifying management of the problem and it’s resolution.
- To assist with other co-workers/servers to maintain consistent high level of service
- Awareness of stock levels and ample advising to management as needed to the operational needs for room service.
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Experience and knowledge of food and wine, wine paring, liquors, mixed drinks, etc
- A complete working knowledge of the menu, their ingredients and preparation.
- Knowledge of popular drinks, wines, food and beverage trends within the New York market.
- Excellent knowledge of wines, spirits, and mixed drinks, bartending and/or related food and beverage serving experience, including stemware used and appropriate garnishes (this includes but is not limited to flaming drinks and cordials).
- Ability to perform afternoon tea service, ability to set-up for tea, all menu items, preparation and service standards for all items.
- Ability to recognize and address potentially intoxicated, disruptive or undesirable guests.
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Participation in meetings and training as required.
- Participation in pre-shift or post-shift meetings to review duties, assignments and guest requests
- Reviews of service performance & product knowledge as required on an on going basis.
- Testing and checking of all service and brand standards adherence and menu/product knowledge.
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Responsible for schedules
- Ability to follow the weekly-posted schedules in accordance to the Work Rules and Standards of Conduct.
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Responsible for uniform maintenance, appearance and procedures.
- To uphold the Taj Hotel’s grooming policies
- To give a favorable appearance to all guests with proper upkeep of uniforms and personal hygiene at all times.
- Deep knowledge of and ability to communicate information about The Pierre - New York and Taj Hotels
- Ability to perform other tasks or projects as assigned by the hotel management and staff.
QUALIFICATIONS and REQUIREMENTS:
- Candidate must have 2-5 years Food & Beverage experience in food and beverage operations.
- Strong food, beverage, cocktail and wine knowledge.
- Strong people and organizational skills to handle constant guest interactions regarding service delivery.
- Ability to provide superior guest service in a fast paced, luxury environment.
- Ability to work within a luxury property operation.
- Must be self-motivated and able to work in a fast paced, demanding, high-end environment.
- Must have service-oriented skill set with outstanding devotion to guests and the overall success of the operation.
- Must be a team player at all times and be able to work independently to provide the highest level of service and satisfaction.
- Must be detailed oriented and have excellent written and verbal communication skills.
- Reading, writing and oral proficiency in the English language is required
- Exceptional interpersonal skills and follow-up/communication is necessary.
PHYSICAL REQUIREMENTS
NOTE: All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
Position: * Continuous standing and walking
Lifting from chest height to tabletop
Push/pull chairs as needed
Force: * Must be able to lift 30 pounds
Repetitions: * Standing and walking is continuous for 4-5 hours at a time
Lifting and carrying 15 lb. Tray is continuous
Sensory: * Good sight and balance needed for negotiating varied floor surfaces and handling hot fluids (coffee and tea).
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