Lead In Room Dining Coordinator

Cliff House Maine; Cape Neddick (ME); On-site; USD 27,552 - 30,307; Full time

Benefits offered by this job

Health, Dental, Vision Insurance

Life and AD&D Insurance

Long-Term Disability Insurance

Voluntary Accident and Critical Illnes

Optional Supplemental Life Insurance

401k match of 100% for 5%

Referral Bonuses

Hotel, Restaurant, Spa and Retail Dis

Paid Time Off - Earn up to 2 Weeks of

Job summary

Cliff House Maine is seeking an In-Room Dining Lead/Coordinator to coordinate all IRD requests and take guests' orders by phone from IRD or Tiller areas, entering items into IG POS. This role also handles guest amenities and ensures timely delivery of meals.

They support the Tiller/IRD manager to achieve high guest-satisfaction scores, recognize repeat guests, and assist with OpenTable reservation calls. Hotel/FOH experience preferred.

Qualifications

• Hotel Management diploma required.
• Two years’ customer service experience in F&B or similar.
• Must meet legal age requirements to serve alcohol.

Responsibilities

• Answer calls and prioritize guest requests in a courteous, efficient manner.
• Take and place orders and input into IG POS system accurately.
• Coordinate guest amenities and order pickups for timely service.
• Provide menu knowledge and upsell specials and promotions.
• Assist IRD/Tiller manager to improve guest satisfaction scores.

Skills

Customer service

Telephone etiquette

Upselling

Guest coordination

Education

Hotel Management diploma

Tools

IG POS

OpenTable

Job description

Job Overview

The In-Room Dining Lead/Coordinator is responsible to co-ordinate all service requirements addressed to IRD department, primarily responsible for taking guests orders from IRD or Tiller area via phone. Also enters the food and beverage orders on to the Point of Sales systems like IG POS. He / she should also coordinate guest amenities and organizes guest order pick-ups on completion of meals in a timely manner. Additionally assisting the Tiller/IRD manager with achieving high scores on guest satisfaction surveys, recognizing repeat guests and following standard procedures. As well as assisting Tiller restaurant with calls for daily or holiday reservations in OpenTable.

Pay Range: $20 - $22 per hour

Benefits for the Room Attendant

• Health, Dental, Vision Insurance


• Life and AD&D Insurance


• Long-Term Disability Insurance


• Voluntary Accident and Critical Illness Plans


• Optional Supplemental Life Insurance


• 401k match of 100% for 5%


• Referral Bonuses


• Hotel, Restaurant, Spa and Retail Discounts at Our Portfolio of Hotels


• Paid Time Off - Earn up to 2 Weeks of PTO Within Your First Year

Rate: $16/hr + Gratuities

Duties and Responsibilities

• Responsible for answering all telephone calls and prioritizing said calls.


• Should have very good telephone etiquettes.


• Directly involved in the order taking and order placing process while dealing with guest requests and orders, courteously, efficiently and promptly.


• Should have good knowledge of the In Room Dining menu’s and ongoing promotions in other F&B outlet.


• Should be able to provide recommendations and suggestions to guests upon request.


• Be knowledgeable of all services, facilities and products offered by the hotel.


• Consider the satisfaction of all guests by ensuring prompt, courteous and efficient service at all times.


• Display excellent conversation skills and selling techniques at all times.


• Pay attention to guest orders, and know the menu thoroughly.


• Write down all information’s clearly. Highlight special requests.


• Communicate with the kitchen regarding menu questions, the length of wait, recook orders, and product availability.


• Approximate delivery time is given to the guest according to this time evaluation system established by the Tiller/IRD Manager and the Sous Chef.


• If the order has not been sent up by this time, a call must be placed to the guest to apologies and re-evaluate the delivery time.


• Ensure correct posting in POS system for communication to the service and kitchen department.


• Able to perform all duties and tasks per the tasks required at the outlet.


• Assist the department to drive guest satisfaction by providing consistent guest experiences.


• Coordinate with IRD Service with server.


• Report positive and constructive guest feedback to the manager.


• Promptly handle guest queries, complaints and all issues in a professional manner.


• Have the knowledge and understanding to explain and perform upselling all items offered by the department assigned as well as offering alternatives or suggestions to guests.


• Ensure proper handover is given to the next shift and also to the Tiller/IRD manager.


• Report cleanliness and maintenance issues to the immediate supervisor


• Assist in carrying out scheduled inventories of products and operating equipment.


• Ensure that the place of work and surrounding area is kept clean and organized at all times.


• Ensure proper appearance and grooming while on duty.


• Perform any other assigned reasonable duties and responsibilities as assigned.

Prerequisites

Ability to communicate with the guests and anticipate their needs.

Ability to smile and diffuse anger naturally.

Have an enthusiastic and positive personality.

Profound knowledge of customer service and of all beverage products and services.

Education

Hotel Management diploma holder or similar qualification.

Qualifications

• Experience. Two years’ previous experience providing customer service preferably in a similar setting with a working knowledge of food and beverage service. Must meet the legal age requirement to serve alcohol.


• Flexible. Must be able to work varied shifts, including Weekday Evenings, weekends and holidays.


• Friendly. Must be able to deliver a fun and friendly environment during each guest exchange.


• Energetic. Must be able to work within an empowered and fast paced environment that services the bar and servers within the restaurant.


• Knowledge. County Specific Food Handlers Certification, State specific alcohol certification and/or TIPs certification required.

A qualified applicant is a “people person” who is flexible with their schedule, loves to serve others, and knows how to multi-task while ensuring accuracy.

NEEDED ATTRIBUTES

Employees must fulfill their performance standards for this position and comply with policies, rules and procedures of the Hotel, including those set out in the Employee Handbook or otherwise communicated (verbally or in writing) to employees. The job description is intended to describe the general nature and work responsibilities of the position. This job description and duties of this position are subject to change, modification and addition as deemed necessary by the Hotel. Employees are required to comply with supervisory instructions and perform other job duties, responsibilities and assignments requested by supervisors, managers or other Hotel Officials.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.