AM - Room Service Server

TITLE: AM - Room Service Server

DEPARTMENT: Food & Beverage

REPORTS TO: F&B Director/F&B Manager

JOB SUMMARY

Serve food and beverage items to customers in a friendly, enthusiastic, professional, and timely manner.

Description: Responsible for delivering Mobil dining orders to guests and delivering exceptional customer service.

Responsibilities:

Order Reception and Preparation:

• Phase One:
  • Receive orders via the mobile dining app or telephone.
  • Ensure orders are printed in the respective kitchen areas, the bar, and two copies in the staging area for in-room dining.

Phase Two:

• Prepare delivery bags in the staging area with a copy of the order stapled to the bag and a copy retained for tracking.
• Add napkins, flatware, pre-packaged condiments, salt, pepper, sugar/sweeteners, and individually wrapped butter as needed.
• Prepare garnishes, salads (dressing on the side), cold appetizers, cold entrées, room-temperature desserts, and wine as they become available.

Phase Three:

• Prepare bread, chilled water, ice, chilled beverages, fill hot beverage containers, soup, hot orders, and add ice cream or frozen desserts when the order is ready.
• Conduct a final check to ensure the order is complete and accurate, seal the delivery bag, and staple a copy of the receipt to the bag. Record delivery time upon completion.

Delivery to Guest Rooms:

• Before Delivery:
  • Maintain a professional appearance and wear a clean, well-fitted uniform per brand standards.
  • Perform a final check for order accuracy and completeness.
  • Verify the room number and guest's last name.

Upon Arrival at Guest Room:

• Knock three times, announce "Room delivery," and greet the guest with eye contact and a smile.
• Confirm the order with the guest, hand over the bag, offer further assistance, and thank the guest.
• Verify ID for alcoholic beverage orders following responsible alcohol service procedures.
• Explain to guests that they may place their “Room Delivery” bag outside the room for pick-up after their meal.

If No Response:

• Leave the order outside the room after several knocks (30 seconds).
• Use a nearby house phone to call the room. If no response, call the in-room dining office to verify the room number.
• Leave a message on the guest phone indicating that an attempt was made to deliver the order and that it is in the corridor.

Customer Service:

• Deliver guest food orders promptly and ensure high-quality presentation.
• Provide outstanding customer service to both hotel and restaurant guests.
• Assess guests' needs and preferences, and make appropriate recommendations.
• Communicate with guests about tray removal options.

Order Accuracy and Quality:

• Check completed orders for accuracy and quality before delivery.
• Ensure compliance with all food and beverage regulations and brand standards.
• Restock and replenish inventory and supplies as needed.

General Duties:

• Accurately close guest checks and handle payment transactions.
• Complete an additional tasks as instructed by your supervisor or manager.
• Demonstrate strong organizational skills and the ability to handle stressful situations calmly and efficiently.