Room Service Cashier

The Palms Hotel & Spa•Miami Beach, FL

3d•Onsite

About The Position

A Room Service Cashier is the behind the scenes coordinator who keeps a hotel’s in room dining operation running smoothly. They take guest orders by phone, enter them accurately into the system, process payments, and make sure the kitchen and service staff get the right information at the right time. They also handle billing questions, track charges to guest rooms, and maintain clear records so every order is delivered correctly and accounted for. As a Room Service Cashier, you are responsible to co-ordinate all service requirements addressed to Room Service department, primarily responsible for guest orders from room via phone or any other ordering devices like mobile apps, TV etc. Also punches the food and beverage orders on to the Point of Sales system. He / she should also coordinate guest amenities and organizes guest table pick-ups on completion of meals in a timely manner. Additionally assisting the F&B manager with achieving high scores on guest satisfaction surveys, recognizing repeat guests and following standard procedures & resolving guest issues and adhering to the hotels’ sustainability guidelines.

Requirements

One year Hotel Room Service Order Seller and cash handling experience.
Excellent telephone and guest service skills.
Ability to operate computers, basic office equipment.
Ability to work flexible schedule to include weekends and holidays
Attention to detail and skilled organization
Ability to work effectively in a multicultural team environment
Proficient in the English language (written and verbal), a second language is an asset
Ability to handle a multitude of tasks in an intense, ever-changing environment
Show genuine care for all co-workers and guest(s)
Maintain a professional appearance and manner at all times
High School Diploma or equivalent.
Attention to detail and skilled organization
Ability to work effectively in a multi-cultural team environment
Knowledge of equipment and procedures
Proficient in the English language (written and verbal), second language is an asset
Ability to handle a multitude of tasks in an intense, ever-changing environment
Show genuine care for all co-workers and guest(s)
Maintain a professional appearance and manner at all times
Effective verbal and written communication skills to be able to participate in discussions read and write reports
Ability to use room service equipment and products
Able to project a professional manner at all times
Committed to service, quality and cleanliness
Ability to stand for extended periods of time
Ability to lift, reach, crouch and lift moderate weight (10-20 pounds).
Previous work experience as a room service cashier or similar role in a full service hotel
Basic computer skills

Responsibilities

Answering incoming, in house phone lines
Directing calls and, or taking messages if necessary
Operates multiline equipment
Answers phones in a polite professional manner
Uses computer to verify identity room number of guest being called
Answer questions about our food, beverages and other restaurant/hotel functions and services.
Enters orders into the point of sale system accurately and efficiently.
Maintain clean service areas.
Handles financial transactions accurately and in accordance with established procedures
Performs all duties associated with the setup, delivery and service of Room Service orders in accordance with The Palms Hotel and Spa.
Delivers and sets up amenity presentations and provides service for functions in Hospitality Suites.
Delivers and performs any necessary setup of guest requested in room amenities equipment.
Perform any other job related duties as assigned.
Responsible for answering all telephone calls and prioritizing said calls.
Should have very good telephone etiquettes.
Directly involved in the order taking and order placing process while dealing with guest requests and orders, courteously, efficiently and promptly.
Should have good knowledge of room service menus and on-going promotions in other F&B outlets.
Should be able to provide recommendations and suggestions to guests upon request.
Be knowledgeable of all services, facilities and products offered by the hotel, as well as recycling, water and energy conservation.
Consider the satisfaction of all guests by ensuring prompt, courteous and efficient service at all times.
Display excellent conversation skills and selling techniques at all times.
Pay attention to guest orders, and know the menu thoroughly.
Write down all information clearly.
Highlight special requests.
Communicate with the kitchen regarding menu questions, the length of wait, recook orders, and product availability.
Approximate delivery time is given to the guest according to this time evaluation system established by the Outlet Manager and the Sous Chef.
If the order has not been sent up by this time, a call must be placed to the guest to apologies and re-evaluate the delivery time.
Ensure correct posting in POS system for communication to the service and kitchen department.
Able to perform all duties and tasks per the tasks required at the outlet.
Assist the department to drive guest satisfaction by providing consistent guest experiences.
Coordinate with Restaurant staff and Minibar Attendant.
Report positive and constructive guest feedback to the manager.
Promptly handle guest queries, complaints and all issues in a professional manner.
Have the knowledge and understanding to explain and perform upselling all items offered by the department assigned as well as offering alternatives or suggestions to guests.
Ensure proper handover is given to the next shit and also to the F&B manager.
Report cleanliness and maintenance issues to the immediate supervisor
Assist in carrying out scheduled inventories of products and operating equipment.
Ensure that the place of work and surrounding area is kept clean and organized at all times.
Ensure proper appearance and grooming while on duty.
Perform any other assigned reasonable duties and responsibilities as assigned
Respond to customer complaints and special requests
Participate in general cleaning projects as required
Perform duties of room service positions as necessary
Attend all meetings/trainings related to F&B