Job Description – Room Services Waiter
Job Title: Room Services Waiter
Department: Food and Beverage
Reports to: Food and Beverage Managers/Supervisors and Room Service Lead Server
JOB OVERVIEW
Answer guest questions or concerns regarding the origin, vintage, and style of various wines. Notify guests and management of delays in service delivery. Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen. Maintain cleanliness of work areas throughout the day. Record transaction in MICROS system at time of order. Complete all closing reports, including MICROS reports.
Take care of amenities and place them in the room according to the guest preferences and hotel standards.
Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; maintain confidentiality of proprietary materials and information; and complete safety training and certifications.
Ensure uniform and personal appearance are clean and professional. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Ensure adherence to quality expectations and standards. Perform other reasonable job duties as requested by Supervisors.
QUALIFICATION
Essential:
1. Ability to satisfactorily communicate in English with guests, management and co-workers to their understanding
2. Ability to provide legible communication
3. Ability to compute basic mathematical calculations
4. Ability to have basic computer knowledge
5. Ability to communicate in English
6. Time flexibility
Desirable:
7. High school graduate, some college
8. Certification of previous training in liquor, wine and food service
9. Certification in alcohol awareness program
10. Ability to communicate in a second language
11. Wine knowledge
SKILLS
12. Ability to understand guest’s service needs
13. Ability to access and input information into Micros system
14. Ability to be well organized, maintain concentration and think clearly when providing service to several guests within any given period of time
15. Ability to perform job functions with minimal supervision
16. Ability to work cohesively with co-workers as part of a team
JOB FUNCTIONS
17. Gain and maintain complete knowledge of the various service procedure in the various outlets of the hotel
18. Maintain complete knowledge of table/seat/station numbers, room capacity, hours of operation, proper table set-up and dress code of restaurant
19. Maintain complete knowledge of all liquor brands, beers and non-alcoholic selections available in the restaurant and respective glassware and garnishes
20. Maintain knowledge of the particular characteristics and description of every wine/champagne by the glass and major wines on the wine list
21. Maintain complete knowledge of all menu selections, preparation method, major ingredients, quality standards, appearance and serving temperature
22. Strictly abide state liquor regulations, particularly those prohibiting service to minors, intoxicated persons and drunk driving
23. Maintain complete knowledge of Micros and manual systems
24. Complete opening duties as assigned
25. Ensure correct silverware is placed for each course in a timely manner
26. Direct guest to restrooms as outlined with BVLGARI standards
27. Check and replenish beverages
28. Retrieve food orders from kitchen and serve to guests
29. Open and serve wine / champagne bottles
30. Prepare and serve coffee drinks and tea
31. Anticipate guest’s needs, respond promptly and acknowledge guests even when busy with a SMILE
32. Maintain positive guest relations at all times
33. Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately
34. Handle guest complaints following the instant pacification procedures and ensuring guest satisfaction
35. Monitor and maintain cleanliness, sanitation and organization of assigned station and service areas
36. Adhere to all payment, cash handling and credit policies/procedures
SECONDARY FUNCTIONS
37. Follow maintenance program and cleaning schedule
38. Legible document maintenance on work orders
39. Attend designated meetings and seminars
40. Be open to future changes within the department
41. Be available to offer lateral service for your department and other departments