Room Service Server (Casual) - The London EDITION

POSITION SUMMARY

The Events & Room Service Server is responsible for delivering a five star luxury lifestyle guest service experience for our guests, serving food courses (breakfast, coffee breaks, buffet and/or plated lunches, dinners and receptions in all our different event spaces) and delivering non-alcoholic and alcoholic beverages. The role also involves preparing equipment and inspecting the cleanliness and presentation of all china, glass, and silver prior to use. Other duties include having an extensive knowledge of the available menus (including allergens) and the ability to communicate these both to guests and internally to our kitchen team.

When working in our events spaces the role involves monitoring and maintaining the cleanliness of assigned tables or buffet table including ensuring courses and tables are cleared properly. The Room Service and Events Server is also responsible for setting, clearing and resetting event spaces for following events or days

When delivering Room Service the employee is responsible for the delivery of room service orders to guests, actively up selling to each guest at each correct opportunity to maximize revenue and service goals. Communication with the kitchen regarding special requests, allergens, product availability and length of wait is essential.

As an entry-level position and as key member of the hotels service team it is the employee’s responsibility to use initiative and a proactive approach to ensure we always give our guests an exceptional, unique and original experience in our Events areas and Room Service.

CRITICAL TASKS

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Complete appropriate safety training and certifications to perform work tasks.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Follow property specific procedures for handling emergencies (e.g., evacuations, medical emergencies, natural disasters).
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Follow company and department policies and procedures.
• Maintain confidentiality of proprietary materials and information.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Assist other employees to ensure proper coverage and prompt guest service.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Thank guests with genuine appreciation and provide a fond farewell.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Talk with and listen to other employees to effectively exchange information.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Develop and maintain positive and productive working relationships with other employees and departments.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.

General Food and Beverage Services

• Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
• Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen.
• Follow appropriate procedures for serving alcohol
• Sets room service tray tables according to type of event and service standards, including types of linens, glassware, plate/chinaware, and silver/flatware, ensuring all supplies meet quality standards.
• Sets Event spaces according to brand standard for the particular type of event taking place

Assists Management

• Communicate with guests, other employees, or departments to ensure guest needs are met.
• Ensure staff is working together as a team to ensure optimum service to guests.

Greeting and Seating

• Thank every guest upon departure, invite them to return, and wish them a fond farewell.

Closing

• Complete closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning equipment to proper locations, locking refrigerators, restocking items, turning off lights, locking doors, and completing daily cleaning checklist.
• Ensure set up is according to the following events BEO
• Check with supervisor or manager before leaving at end of shift.

Steps of Service

• Monitor and maintain the cleanliness of assigned tables and buffet including ensuring courses are cleared according to department standards and tables are properly cleaned when appropriate.
• Accurately follow Room Service cycle of service when delivering any order.
• Present physical and accurate check and process payment, adhering to all cash handling and credit policies/procedures including added and received gratuity.
• Check in with guests to ensure satisfaction with each food course and/or beverages.

CRITICAL COMPETENCIES

Interpersonal Skills

• Customer Service Orientation
• Team Work
• Diversity Relations
• Interpersonal Skills

Communications

• Communication
• Listening

Personal Attributes

• Dependability
• Positive Demeanor
• Safety Orientation
• Integrity
• Presentation
• Stress Tolerance
• Adaptability/Flexibility

Physical Abilities

• Proper Lifting Techniques

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: At least 2 years of related work experience.

Supervisory Experience: No supervisory experience is required.