The Room Service Attendant is responsible for receiving orders, preparing orders, and delivering items to guestrooms in an attentive, courteous and efficient manner.

Responsibilities

  • Prepare station in anticipation of the day's business. Stock work areas with china, glassware, linen, coffee pots, napkins and ensure that stock is clean and polished.
  • Set-up and deliver all VIP amenities.
  • Set-up and deliver all food and beverage orders in accordance with established guidelines, procedures and policies as prescribed by Hilton Standards.
  • Answer the telephone according to standards.
  • Be familiar with the operation of the P.O.S system.
  • Deliver orders according to established standards.
  • Breakdown trays of soiled dishes and linen in the dishroom according to established standards.
  • Conduct floor sweeps and retrieve all food and beverage trays in order to maintain established sanitation guidelines.
  • Ensure quality of food & beverage being delivered and communicate with Manager/Kitchen.
  • Prepare and deliver amenities. Replenish as needed.
  • Have a thorough knowledge of menus and current specials and up-sell items to guests.
  • Perform opening and closing procedures and side-work duties according to station rotation assignment, established checklist, and hotel's operating policies and procedures.
  • Perform cashiering functions by closing checks and preparing end of shift paperwork.
  • Respond to customer needs, issues, comments and problems to ensure a quality experience and enhance future sales. Report all communications to immediate shift supervisor.
  • Perform all cash handling responsibilities in accordance with Hilton policies and procedures.
  • Be familiar with the organization of the Restaurant(s), lounge, and Room Service and know the function of each job position.
  • Service guests with all food and beverage requirements in an attentive, courteous, and efficient manner.
  • Communicate guest needs to proper department.
  • Handle guest's complaints and communicate to management.
  • Ensure overall guest satisfaction.

Qualifications

  • Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
  • Attend all hotel required meetings and trainings.
  • Maintain regular attendance in compliance with Hilton Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
  • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
  • Comply with Hilton Hotel Standards and regulations to encourage safe and efficient hotel operations.
  • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
  • Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
  • Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
  • Must be able to cross-train in other hotel related areas.
  • Must be able to maintain confidentiality of information.
  • Must be able to show initiative, including anticipating guest or operational needs.
  • Perform other duties as requested by management.
  • Maintain a friendly and warm demeanor at all times.
  • High School diploma or equivalent
  • One plus year experience as Food Service /Room Service Attendant in quality food service/hotel operation
  • Thorough knowledge of quality food service techniques and standards
  • Exceptional guest service attitude and abilities
  • Ability to lift and carry food service trays weighing 35+ pounds
  • Ability to work flexible schedule to include weekends and holidays