SERVER - ROOM SERVICE - SUBSTITUTE

tThe In Room Dining Substitute Server is responsible for providing prompt and courteous service to all In Room Dining guests, including delivering food orders, serving food and beverages in guest rooms, removing finished items from guest rooms and corridors, and delivering amenities.  This position is instrumental in creating an environment and executing service that blows our guests away.  The In Room Dining Servers must continually seek opportunities to create memories by anticipating needs, exceeding expectations, and building relationships. 

• Follow handwashing and other personal and kitchen sanitation procedures at all times.
• • Be thoroughly familiar with all menu items, including ingredients and food allergens, and wine list in order to assist guests and answer questions accurately.
  • Pick up and deliver food orders, ensuring timeliness, completeness, and accuracy.
  • Serve food and beverages in guest rooms, following sequence of service and ensuring guest satisfaction.
  • Retrieve tables and trays from guest rooms, corridors, landings and other areas in a timely manner.
  • Set up and break down in room dining tables, trays, and hot boxes.
  • Deliver amenities to guest rooms and VIP suites.
  • Ensure sequence of service is followed for all guests.
  • Accommodate guests’ special requests whenever possible.
  • Process payments according to POS and cash handling procedures.
  • Answer restaurant phone. Take phone orders, as needed.
  • Polish and set up china, glassware, silverware, and service items.
  • Stock clean linen and discard used linen.
  • Set up and empty trash and recycling.
  • Set up and stock condiments.
  • Clean and stock side stations.
  • Set up, maintain, and break down beverage stations.
  • Follow all food safety, sanitation, and alcohol service laws and regulations.
  • Maintain positive and professional communication with all staff.
  • Provide recognition to others, including co-workers, supervisors, managers, and directors.
  • Participate in meetings to learn about global programs, new products and procedures, and to discuss areas of opportunities, special events, and other activities.
  • Ensure a healthy and safe work environment for co-workers and guests.
  • Be knowledgeable of property facilities, services, hours of operation, in-house events, conferences, and amenities to proactively assist guests.
  • Promote property outlets to guests.
  • Assist guests in finding locations within the property by escorting, when possible, or giving clear directions.
  • Resolve guest complaints using property procedures.
  • Create a positive environment in which all employees have the ability to maximize their potential.
  • Listen to comments, criticisms, and feedback from guests, employees, and managers to gain an understanding of strength and opportunity to improve personal/property performance.
  • Work as a team, helping all employees to complete the required activities that ensure we deliver Amplified Service.
  • Participate in Sound Check meetings on each shift.
  • Always smile and offer a warm greeting to all.
  • Know, understand, and practice (with energy and enthusiasm) the mission, values, mottos, culture and spirit that make Hard Rock unique.
  • Take initiative to offer assistance throughout the property.
  • Operate ethically to protect the Hard Rock brand.
  • Utilize programs designed to help Save the Planet.
  • Perform duties in accordance with company standards, policies, and guidelines, and applicable laws and regulations.
  • Perform additional duties as requested by department managers and supervisors.
  • Communicate with supervisors and managers to ensure that assigned duties are completed to standard.
  • Coordinate operations with other departments, as needed.
  • Present a professional image to employees, guests, clients, owners, and investors.
  • Review and develop guest history records to enhance personalized service for repeat guests.
  • Maintain confidentiality of guest, employee, and company information.

EXPERIENCE, EDUCATION, AND CERTIFICATIONS

• Secondary school degree preferred and/or previous work experience in service for at least 2 years preferably in a four or five star hotel.

SKILLS

• Ability to comprehend and use basic language, either written or spoken, to communicate information and ideas.
• Ability to read, comprehend, and write simple instructions, short correspondence and memos.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.
• Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
• Fluency in English: additional languages preferred.

PHYSICAL DEMANDS

• Ability to move throughout the business (standing, walking, kneeling, bending) for extended periods of time.
• Ability to make repeating movements of the arms, hands, and wrists.
• Ability to express or exchange ideas verbally and perceive sound by ear.
• Ability to obtain impressions through the eyes.
• Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
• Ability to regularly move objects (lift, push, pull, balance, carry) up to 50 pounds / 25 kilograms.
• Ability to turn or twist body parts in a circular motion.
• Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.

ADDITIONAL REQUIREMENTS

• Understanding of lifestyle hotels and premium dining products and services.
• Must meet legal requirements for any required licensing.
• Ability to work evenings, weekends, and holidays, as needed.

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