E11EVEN - In Room Dining Server
E11EVEN Club Hotel & Residences•Miami, FL
•Onsite
About The Position
The In-Room Dining Server answers In-Room Dining (IRD) telephones and records orders with 100% accuracy at E11EVEN Club Hotel & Residences, conveying orders to the service and culinary teams for accurate and prompt delivery, and delivers amenities to guest rooms.
Requirements
- High school or equivalent education required.
- One to two (1-2) 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 of all beverage products and services.
- Must be able to work weekends and holidays.
Responsibilities
- Answer all IRD telephone calls within three (3) rings using the established standard greeting and the guest’s name, prioritizing calls and demonstrating excellent telephone etiquette.
- Take guest orders and requests courteously, efficiently, and promptly with 100% accuracy, writing all information clearly and highlighting special requests.
- Ensure correct posting of orders in the POS system for communication to the service and kitchen teams.
- Advise guests of all promotions and daily specials, provide recommendations and alternatives, and apply upselling techniques when applicable.
- Maintain thorough knowledge of the In-Room Dining menu, promotions in other F&B outlets, and all services, facilities, and products offered by the hotel.
- Communicate with the kitchen regarding menu questions, wait times, recooks, and product availability.
- Give guests an approximate delivery time according to the time evaluation system established by the F&B Manager and Sous Chef; 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 all IRD and hospitality checks to the correct method of payment, balance all paid-outs, prepare and balance the day’s receipts at the end of the shift, and submit cash deposits per policy.
- Promptly handle guest inquiries, complaints, and issues in a professional manner, and report guest feedback to the manager.
- Ensure a proper handover is given to the next shift and to 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 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
- Employee assistance program (EAP)
- Educational opportunities / Tuition reimbursement
- Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
