Hotel Room Service Order Taker
| Department |
Reports to
Asst. Restaurant Manager or Restaurant Manager |
Purpose
To create the company experience for guests by greeting and seating them and by processing their bills promptly and courteously |
Constituents
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Indicators of Success
- Achievement of customer satisfaction and loyalty goals
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Areas of Responsibility
- Deliver the company experience for guests
- Work with the hotel team to create the company experience for guests
- Create an environment for the guests designed to stimulate all senses through personal services, amenities and experiences.
- Follow up with guests with additional services that enhance the guests’ experience.
- Handle guest requests personally and/or refer as appropriate.
- Demonstrate the hotel values when providing service and teamwork.
- Create luxury for all the senses by greeting and seating guests.
- Welcome guests and make them feel at home.
- Take all room service orders quickly and courteously.
- Help butlers to set for service when business is heavy.
- Monitor service load throughout shift and pace orders and delivery accordingly.
- Help servers provide service during busy times.
- Monitor hall sweeps to insure proper cleanliness.
- Handle customer inquiries and complaints.
- Maintain that all SOP’s applied to room service are followed.
- Process customer bills promptly and accurately.
- Ring up bills accurately.
- Process room charges immediately.
- Follows hotel cash and credit card handling policies.
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Success Factors
- Focus on the customer: Seek to understand the internal/external customer and meet the needs of both the customer and the company.
- Attend to detail: Ensure that data is accurate and work is thorough, meeting the highest standards.
- Improve continuously: Constantly assess and adapt to current practices to perform a task better, faster or more efficiently.
- Share information: Provide information so that coworkers, customers and suppliers understand and can take action.
- Foster teamwork: Work well in a team environment and motivate teams to sustain exceptional levels of performance.
- Develop self and others: Continually work to develop own capabilities and the capabilities of others.
- Drive for results: Work to achieve high levels of personal and organizational performance in order to meet or exceed objectives.
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Key Skills and Requirements
- Organization: Demonstrate ability to proactively prioritize needs, put first things first, and effectively manage resources.
- Planning: Skilled in determining whether tasks should be attempted, identifying the most effective way of complete the task, and preparing to overcome unexpected difficulties.
- Outgoing personality.
- Well presented.
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Download
Hotel Room Service Order Taker.doc |