In Room Dining - Server (Full-Time)

Halekulani Hotel•Honolulu, HI

About The Position

The In Room Dining Server provides courteous, efficient service to hotel guests by setting up, delivering, and serving food and beverage orders in guest rooms according to hotel specifications. The position focuses on improving each guest’s experience and also helps maintain Room Service areas and equipment. The server maintains detailed knowledge of hotel and departmental procedures, menus, beverages, wines, room layouts, and equipment; responds to guest requests and complaints; and follows applicable liquor and payment rules. Duties include answering Room Service calls, retrieving and delivering orders, serving food and beverages, presenting checks, delivering amenities, maintaining clean service areas, and completing assigned opening and closing duties. The role reports to the In Room Dining Manager and Shift Supervisor and has no supervisory responsibilities.

Requirements

High school diploma or equivalent vocational training certificate.
Ability to anticipate guest needs, respond promptly, and acknowledge guests.
Ability to maintain positive guest relations and familiarity with hotel services and local attractions.
Strong organization, attention to detail, and ability to multitask and prioritize while maintaining timeliness.
Familiarity with point-of-sale system operation and manual procedures.
Ability to comprehend, analyze, organize, and prioritize information within time limitations; read and perform mathematical calculations; and maintain concentration and attention to detail.
Ability to work under stressful conditions while maintaining a courteous and professional demeanor and collaborating with team members.
Ability to access kitchen, office, preparation, stock, and walk-in cooler and freezer areas; move equipment and merchandise as needed.
Ability to lift and carry items weighing up to 50 pounds occasionally, stand and/or walk for up to eight hours per shift, and sit or stand for extended periods.
Ability to perform repetitive walking, standing, bending, stooping, reaching, and lifting, and reach up to six feet.
Liquor Commission Card, as required by state law.

Nice To Haves

Prior restaurant service and guest relations experience.
Equivalent combinations of education and experience that provide the knowledge, skills, and abilities required for the position.

Responsibilities

Follow departmental policies, service procedures, and standards; use equipment correctly and only as intended.
Anticipate guest needs, respond promptly, maintain positive guest relations, and resolve complaints to ensure guest satisfaction.
Provide accurate information about hotel services, features, local attractions, and activities.
Maintain knowledge of liquor, beer, non-alcoholic beverages, wines, glassware, garnishes, menu items, preparation, presentation, and prices.
Maintain knowledge of guest room layouts, locations, room numbers, and names.
Follow state liquor regulations, including restrictions on serving minors and intoxicated persons.
Maintain knowledge of point-of-sale and manual systems.
Answer Room Service calls within three rings using proper salutations and telephone etiquette.
Complete assigned opening side duties.
Retrieve food orders from the kitchen and alcoholic beverages from the bar, and prepare them for delivery according to departmental standards.
Transport orders to guest rooms while maintaining food presentation and preventing spills; enter rooms and position tables or trays according to established procedures.
Serve food and beverages, open and serve wine or champagne, and present checks for signature or payment.
Follow payment procedures established by Accounting.
Set up and deliver amenities to designated rooms.
Maintain cleanliness, sanitation, and organization of service areas, guest rooms, and guest corridors.
Return tables and trays from guest rooms to the Room Service area; clean and reset them and maintain adequate supplies.
Collect and report tips at the end of the assigned shift.
Complete assigned closing duties: deliver door-knob orders on the AM shift, or collect and set up door-knob menus from guest rooms on the night shift.
Perform other duties as required or assigned.