JOB OVERVIEW:

Delivers food and beverage orders to guest rooms according to hotel specifications, courteously and efficiently. Also assists in the maintenance of the Room Service area and equipment.

1. Must be certified in ServSafe® Food Handling within first 60 days of employment.

2. Must be certified in TIPS® alcohol awareness training within first 60 days of employment.

3. Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

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

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

6. Always maintain positive guest relations.

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

8. Resolve guest complaints, ensuring guest satisfaction.

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

10. Maintain complete knowledge of all liquor brands, beers, and non-alcoholic selections available in Room Service.

11. Maintain knowledge of the characteristics and description of every wine/champagne by the glass and major wines on the wine list.

12. Maintain complete knowledge of designated glassware and garnishes for drinks.

13. Maintain complete knowledge of all menu items, preparation method, ingredients, sauces, preparation time, garnishes, presentation, and prices.

14. Maintain complete knowledge of guest room layout, locations, and room numbers/names.

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

16. Maintain knowledge of POS and manual systems.

17. Answer Room Service telephone according to Peabody Service Excellence® practices.

18. Complete opening side duties as assigned:

• Check quality and amount of all Room Service stock and supplies using checklist.
• Fold/stack Room Service napkins.
• Set tables and trays.
• Set up all condiments (butter, jellies, syrups, juices) and beverages (alcoholic and non-alcoholic).
• Ensure a sufficient supply of all silverware, glassware, and chinaware for service.
• Prepare cold and hot food items.
• Check cleanliness and condition of all equipment for use in Room Service area, rectify any deficiencies.
• Ensure all flowers and decorative items are fresh for guest use.

19. Retrieve all food orders from kitchen and place on table/tray.

20. Retrieve all alcoholic beverage items from bar and place on table/tray in accordance with the departmental standards.

21. Transport tables/trays from Room Service area to guest rooms, ensuring all standards of food presentation are maintained and that no spillage occurs.