In Room Dining Server

Highgate Hotels • Miami, FL

1d • Onsite

About The Position

The In-Room Dining Server answers In-Room Dining (IRD) telephones and records guest orders with 100% accuracy at E11EVEN Club Hotel & Residences. The role conveys orders to the service and culinary teams for accurate, prompt delivery and delivers amenities to guest rooms. The position also supports guest service, order coordination, payment processing, and upkeep of the work area.

Requirements

• High school or equivalent education required.
• One to two years of experience as a telephone operator or order taker within the hospitality and/or food and beverage industry, or equivalent.
• Ability to communicate with guests and anticipate their needs.
• Ability to smile and defuse anger naturally.
• Ability to multitask, with strong attention to detail.
• Enthusiastic and positive personality.
• Strong knowledge of customer service and beverage products and services.
• Must be able to work weekends and holidays.

Responsibilities

• Post orders correctly in the POS system so they are communicated to the service and kitchen teams.
• Advise guests about promotions and daily specials, provide recommendations and alternatives, and use upselling techniques when applicable.
• Maintain thorough knowledge of the In-Room Dining menu, promotions in other food and beverage outlets, and the hotel’s services, facilities, and products.
• Communicate with the kitchen about menu questions, wait times, recooks, and product availability.
• Give guests approximate delivery times according to the time evaluation system established by the F&B Manager and Kitchen Leadership; if an order has not been sent by that time, call the guest to apologize and provide an updated delivery time.
• Help with tray setup, tray cleanup, and supply stocking.
• Deliver amenities to guest rooms, follow up on amenity delivery, and remove VIP amenities from rooms in the case of a no-show.
• Coordinate with other In-Room Dining Servers and Minibar Attendants.
• Settle IRD and hospitality checks using the correct payment method, balance paid-outs, prepare and balance the day’s receipts at the end of the shift, and submit cash deposits according to policy.
• Handle guest inquiries, complaints, and issues promptly and professionally, and report guest feedback to the manager.
• Provide a proper handover to the next shift and the on-duty F&B manager.
• Keep the work area clean and organized, and report cleanliness and maintenance issues to the immediate supervisor.
• Serve as a back-up to the Host/Hostess as needed.
• Perform other related duties as assigned by management.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program (EAP)
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED