JOB TITLE: ROOM SERVICE SERVER
DEPARTMENT: ROOM SERVICE
REPORTS TO: OUTLETS MANAGER
OVERVIEW/BASIC FUNCTION:
Deliver food and beverage orders to guest rooms, and spa according to Hotel specifications and standards, courteously
and efficiently. Assist in the maintenance of the Room Service area and equipment. Responsible for ensuring accurate
and efficient billing of guest room Mini Bar Charges and maintaining Mini Bar stocks and par levels. Follow established
procedures and systems when carrying out side and set up duties.
RESPONSIBILITIES:
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests' needs, respond promptly and acknowledge all guests' requests.
• Maintain positive internal and external guest relation at all times.
• Takes pride in personal appearance and follows hotel grooming guidelines.
• Be familiar with all Hotel services, features and local attraction, activities to respond to guest inquiries accurately.
• Resolve guest complaints, ensuring guest satisfaction and getting a manager involved when necessary.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas
• Maintain complete knowledge of all alcoholic and non-alcoholic beverages brands and descriptions available in
Room Service
• Maintain knowledge of the particular characteristics and description of every wine/ champagne by the glass and all
wines on the wine list.
• Maintain complete knowledge of designated glassware and garnishes for drinks.
• Maintain complete knowledge of all menu items, preparation method, ingredients, sauces, preparation time,
garnishes, presentation and prices.
• Maintain complete knowledge of guest room layout, locations and room numbers/names.
• Maintain complete knowledge and strictly abide by liquor regulations as per Serving-It-Right guidelines and
provincial liquor code.
• Knowledge of daily house count, arrivals/departures, VIPs
• Knowledge of scheduled in-house group activities, locations and times.
• Maintain knowledge of POS system and manual systems. Access all functions of the P.O.S. system in accordance
to specifications.
• Ensure that standards are maintained at a superior level on a daily basis.
• Communicates with all staff members and liaises with associated departments
• Complete all daily and weekly duties in a efficiently and effectively.
• Set up and maintain proper mise en place and let supervisor know of any shortages.
• Take guests' food & beverage orders, utilizing suggestive selling techniques and following all departmental
standards.
• Ensure accuracy of guests name and room number of each order for delivery.
• Input orders into system; ensure authorization for room charges. When system is down, obtain manual checks and
follow all accounting procedures.
Updated 2013
• Ensure timely set up and delivery of orders.
• Input charges for amenity orders and coordinate delivery of such with Servers; following departmental procedures.
• Organize, input and distribute advance orders and door knob menu orders according to departmental procedures.
• Settle all checks opened under own I.D. number. Settle all checks before leaving by following proper cash handling
procedures
• Adhere to all payment, cash handling and credit policies/procedures.
• Follow all finance regulations with regards to Voids, Allowances, Entertainment, Etc.
• Communicates with all staff members and liaises with associated departments
• Responsible for checking all hotel guestrooms for Mini Bar consumption, accurately charging guest account for
usage and re-stocking appropriately.
• Required to post charges in Micros and keep accurate detailed reports of all transactions.
• Responsible for cleanliness and organization of Mini Bar storage closet and cart.
• Must maintain accurate inventory of all products daily. Order product through the Director of Purchasing.
• Weekly and monthly product checks ensuring expired items are removed, counted and recorded.
• Perform all other reasonably required job related duties
QUALIFICATIONS:
• Experience: Previous experience as a Server is an asset; Related experience in a luxury or ultra-luxury environment.
High volume telephone call experience is an asset.
• Education: High School Diploma
• General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize,
organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow
directions thoroughly; understand a guest's service needs; work cohesively with co-workers as part of a team; work
with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
• Technical Skills: Serving it Right Certificate required; Knowledge of FoodSafe. Knowledge of Opera, Micros
systems are considered a strong asset. Organizational skills; Responsibility, Must demonstrate initiative and team
work. Knowledge of food, wine and menu items; Knowledge of Hotel emergency & safety policies/procedures.
Must have demonstrated excellent interpersonal skills, be well-organized and work effectively under pressure with
minimal supervision. Must have excellent conflict resolution skills.
• Language: Required to speak, read and write English. Additional language is an asset.
• Physical Requirements: Must be able to exert physical effort, endure various physical movements throughout the
work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily
communicate with guests and co-workers to their understanding.
• Licenses & Certifications: Serving it Right Certificate and Knowledge of FoodSafe