Room Service Ordertaker

East Miami Hotel

Location: US - FL - Miami

Nov 13, 2017
Job Details
Nature of the Job

Basic Purpose & Objective of the Position

The Room Service Ordertaker will work closely with all hotel departments, but particularly with the Restaurant & Bar Department to ensure we provide a diligent yet charismatic first impression as we ensure a quality dining experience.

Main Duties

Customer Services

* Delivers the brand promise and provides exceptional guest service at all times.
* Provides excellent service to internal customers.
* Handles all guest and employee complaints and inquiries in a courteous and efficient manner. Communicates immediately all guest complaints to EAST Host Supervisors or GE Manager.
* Maintains positive guest and colleague interactions with good working relationships.
* Empowers employees to provide excellent customer service. Establishes guidelines so employees understand expectations and parameters. Ensures employees receive on-going training to understand guest expectations.
* Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.


* Ensures that all hotel, company and local rules, policies and regulations relating to money handling and licensing are adhered to.


* Maintains Room Service tracking and control records and files
* Stays informed of status of menu item availability
* Assists guests with selection of food, beverage, wine, dessert and specialty items,
* Makes knowledgeable recommendations regarding selection of food, beverages, wines desserts and after dinner beverages to ensure guest satisfaction, while attempting to produce maximum revenue form sale
* Takes and processes room service orders in a timely manner according to Loews standards
* Completes Room Service paperwork to ensure proper billing of all charges to appropriate guest account
* Responds to complaints regarding room service orders in appropriate manner according to Loews standards
* Posts Amenity charges to guest accounts
* Distribute amenities to server by confirming guest room number of guest
* Dispatch bussers/ server to handle guest requests
* Call back guest to confirm guest satisfaction with food quality and service
* Other duties as assigned

People Development

* Supports Swire Hotels' cultural and people development implementations and characteristics.

Skills, Qualifications and Experience Requirements

* Knowledge of food and beverage terminology, ability to learn upselling and order taking procedures
* Exceptional guest service and telephone skills
* Computer skills, ability to operate basic office equipment
* Effective organizational and communications skills
* Ability to work flexible schedule to include weekends and holidays

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
See description above.
Additional Details
Applicants who do not already have legal permission to work in the United States will not be considered.
Customer Service, Waitress/Waiter