Dramatically poised at the edge of the Pacific Ocean on the Palos Verdes Peninsula, Terranea's 102 acres are infused with the elegance of a classic Mediterranean estate, the casual energy of coastal Southern California, and countless ways to spend your days - all tied together with authentic, genuine hospitality and a deep respect for this irreplaceable oceanfront setting. A gracious, old-world ambiance permeates the grounds, from the resort lobby and outdoor gardens, to private terraces and inviting courtyards with outdoor fireplaces.

Located just south of Los Angeles, Terranea offers a 582-room resort, including a luxurious collection of residential bungalows, casitas and villas.  The resort features a host of world-class amenities, such as The Links at Terranea, an award-winning 9-hole, par 3 golf course, the spectacular Spa at Terranea, three ocean view pools, family-friendly activities, and a collection of eight distinctive restaurants, bars, cafés and lounges.

JOB OVERVIEW

Responsible for the management of all aspects of Room Service functions, in accordance with Hotel standards.  Directs, implements and maintains a service and management philosophy which serves as a guide to respective staff.

 

ESSENTIAL JOB FUNCTIONS

·   Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.

·   Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.

·   Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

·   Maintain positive guest relations at all times.

·   Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.

·   Resolve guest complaints, ensuring guest satisfaction.

·   Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

·   Maintain complete knowledge of:

o   All liquor brands, beers and non-alcoholic selections available to Room Service.

o   The particular characteristics and description of every wine/champagne by the glass and major wines on the wine list.

o   Designated glassware and garnishes for drinks.

o   All menu items, preparation method/time, ingredients, sauces, portion sizes, garnishes, presentation and prices.

o   Daily menu specials, 86'd items.

o   Guest room layout, locations and room numbers/names.

o   Manual system procedures.

o   Daily house count, arrivals/departures, VIPs.

o   Scheduled in-house group activities, locations and times.

·   Maintain complete knowledge and strictly abide by state liquor regulations, particularly those prohibiting service to minors, intoxicated persons and drunk driving.

·   Check storage areas for proper supplies, organization and cleanliness.  Instruct designated personnel to rectify any cleanliness/organization deficiencies.

·   Establish par levels for supplies and equipment.  Complete requisitions to replenish shortages or additional items needed for the anticipated business.

·   Requisition linens/skirting required for business and assign staff to transport such to Room Service.

·   Meet with the Chef to review daily specials and 86'd items; update board throughout shift.  Ensure that the staffs are aware changes.

·   Periodically check with the Front Desk to review updates on house count/occupancy and arrivals.

·   Review sales for previous day; resolve discrepancies with Accounting.  Track revenue against budget.

·   Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts.  Adjust schedules throughout the week to meet the business demands.

·   Ensure that staff report to work as scheduled.  Document any late or absent employees.

·   Coordinate breaks for staff.

·   Assign work and side duties to staff in accordance with departmental procedures.  Communicate additions or changes to the assignments as they arise throughout the shift.

·   Conduct pre-shift meeting with staff and review all information pertinent to the day's business.

·   Inspect grooming and attire of staff; rectify any deficiencies.

·   Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.

·   Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel.

·   Stress personalized courtesy and efficient service on the part of all Room Service employees, encouraging employees to use the guest's name as often as possible.

·   Inspect table set-ups; check for cleanliness, neatness and agreement with guest's order and departmental standards; rectify deficiencies with respective personnel.

·   Check the status of all orders and ensure that they are delivered within designated timelines.

·   Assist Room Service staff with their job functions to ensure optimum service to guests.

·   Answer Room Service phone within 3 rings, using correct salutations and telephone etiquette.

·   Monitor and ensure that all tables/trays are removed from guest rooms/corridors and returned to Room Service according to department procedures.

·   Assist in taking guests' orders, following specified procedures, as necessary to ensure department standards.

·   Access all functions of the P.O.S. system in accordance to specifications.  Restock journal tape and change ribbons as needed.

·   Monit...