On Call Guest Services Ambassador (In Room Dining) - The Langham, New York

Langham Hotel•United States,

13d•Onsite

About The Position

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East. The Langham, New York offers modern luxury on Fifth Avenue and is recognized for its genuine, personalized service in line with the culture and values of Langham Hospitality Group. The hotel boasts spacious guest rooms with views of the Empire State Building, The Gallery event space and fine dining at Ai Fiori. To provide friendly, courteous and professional in-room dining service to guests while maintaining high level of service as per Langham Hospitality Group and Forbes standards.

Requirements

Must have basic knowledge of food and beverages preparation.
Basic knowledge of POS systems, i.e. Micros.
Basic English language writing skills necessary for completion of requisitions, balance sheets and vouchers.
Sufficient manual dexterity in hands in order to use a knife to make garnish, pick up glassware and bottles, scoop ice, mix drinks, and reach overhead to retrieve stock.
Ability to read, speak and understand the English language in order to communicate with guests and other staff members.
Ability to remember and promote the variety of menu items.
Ability to work stand and work in confined spaces for long periods of time.
Ability to operate beverage equipment: coffeemaker, iced tea machine, etc.
Prior Food and Beverage experience required.
Ability to obtain any government required license or certificate.

Nice To Haves

Room Service experience in a luxury hotel preferred.
TIPS certification a plus.
CPR Certification and/or First Aid Training preferred.
High school diploma preferred.

Responsibilities

Promptly answer guests’ calls, announce any specials, promote menu items and answer questions regarding preparation methods. Menu knowledge is important.
Document orders; repeat items back to callers to ensure accuracy and quote expected arrival time per set standards with speed and accuracy.
Input order information into POS, allowing culinary staff to begin preparation; note any special requests clearly.
Assist service staff during peak periods by preparing service trays and generally assisting with all efforts to ensure prompt delivery.
Respond to guest complaints in a positive manner, negotiate a compromise and implement a solution satisfactory to the guest.
Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance coming to his/ her attention corrective action could be taken when appropriate.
Perform general cleaning tasks using standard hotel cleaning products as assigned by supervisor to adhere to health standards.
Perform other duties as requested, such as special guest requests.
Report to duty as scheduled by direct supervisor according to operating hours.
Be fully versed in all service standards.
Knowledge of menu, as well as following setup procedures.
Delivery of food and beverage items as requested by guests and removal of soiled dishes in a timely manner in accordance to set standards.
Putting together a weekly order sheet of all items needed for the week.
Cleaning and maintaining a well-organized storeroom.
Properly rotating all stock items both in the storeroom as well as the carts.
Checking the expiration dates on all items to ensure that all guests receive fresh products. Outdated items are to be removed immediately from guestrooms and storerooms and reported to the Supervisor or Banquet Chef.
Completing a guest room security check list. This will ensure that no rooms are left open.
Responsible for following the Key Procedure. This includes signing a “key issue form” stating that you acknowledge your responsibilities for the key issued to you and the procedure to be followed in the event of theft or lost key.
Help maintain the room service carts to ensure cleanliness, luxury presentation and functionality.
Attending all department meetings as well as all colleague meetings.
Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
Other duties as assigned by direct supervisor.