Room Service Captain - (FT)

SUMMARY

This position serves meals to guests in their rooms according to established procedures.  The position also will oversee the smooth running of the room service guest option, ensuring that all Room Service servers are following the Resort’s guidelines of this service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Takes room service orders over telephone and relays orders to kitchen
• Carries silverware, linen, and food on tray or uses serving cart to transport order to room
• Sets up table and serves food from cart
• Answers questions regarding room service and responds to requests for additional food or drink service
• Collects or stacks dirty dishes on tray, table, or serving cart and removes from room or retrieves from hall outside of room
• Provide quality products, excellent service and a friendly atmosphere for all guests
• Perform opening and closing procedures
• Check all stations and supplies for cleanliness
• Stock necessary supplies and set-ups
• Describe specials to customers and take food orders over the phone
• Accurately take down room number, guest name and number of guests to be served
• Deliver to guest rooms; orders for food and beverage
• Operate limited H.I.S. and MICROS Computer System
• Complete all tray pick-ups in each area of the resort complex
• Order, check, and set up amenities and follow procedures for their delivery and logging
• Complete all end of shift paper work
• Maintain proper sanitation, safety procedures, and cleanliness in work areas
• Follow all policies and procedures outlined by Manages and employee handbook
• Assume all responsibilities as delegated by the Manager and do any or all other duties to fulfill customers needs and requests
• Attend all mandatory meetings
• Act as an extension of the security department in protecting the assets of the hotel and all guests by observing any questionable activities
• Must understand and abide by environmental practices of the resort
• Other duties as assigned

EDUCATION/EXPERIENCE

• Minimum of 1 year as a server in an upscale restaurant or hotel required
• Prior experience in a hotel with room service preferred
• Must be at least 18 years of age, have a valid Michigan driver’s license and be insurable by the resort’s policy

OTHER SKILLS AND ABILITIES

Ability to work with POS systems.  Positive, upbeat personality with strong guest service skills.  Understanding of the food and beverage industry.
 

SUPERVISORY RESPONSIBILITIES (If applicable)

• Prepare schedules and have approved by Sweetwater Restaurant Manager
• All ordering for Room Service
• Monthly inventory with F&B Controller
• Maintain cleanliness of Room Service
• Must be able to present disciplinary forms to employees in a professional and timely manner
• Complete performance evaluations, planning/attending/leading staff meetings
• Promotions to increase Room Service sales

TYPICAL PHYSICAL DEMANDS

• Some heavy lifting required
• Pushing of heavy cars required
• A lot of walking required

TYPICAL MENTAL DEMANDS

Ability to meet strict deadlines, have difficult conversations and strategize for unexpected demands.  Ability to make critical decisions and act quickly to resolve issues.
 

WORKING CONDITIONS

Hotel guest environment, indoor environment with some outdoor delivery in four season weather.  Noise level moderate to low. Must be able to work flexible hours including days, evenings, weekends and holidays.

COMMENTS

Native American Preference will apply.  Must be able to pass a background investigation and an Oral Drug Screen as a condition of employment.  Must be able to work flexible hours and take on additional responsibilities when asked.  Must adhere to company policies regarding strict confidentiality.