In Room Dining Server in Nashville, Tennessee at Castle Rock Asset Hospitality Management LLC

The In-Room Dining Server (also known as a Room Service Server) is responsible for providing exceptional food and beverage service to hotel guests in the comfort of their rooms. This role requires a high level of professionalism, efficiency, and attention to detail to ensure guest satisfaction. The In-Room Dining Server acts as a direct representative of the hotel's food and beverage offerings and plays a crucial role in enhancing the overall guest experience.

Essential Functions:

• Order Taking: Professionally and accurately take guest food and beverage orders via phone or in person, ensuring all special requests and dietary restrictions are noted and communicated to the kitchen and bar staff.
• Order Preparation & Assembly: Verify the accuracy of prepared orders before delivery, ensuring all items are complete, presentable, and meet the hotel's standards. Assemble trays and carts in a neat and organized manner, ensuring all necessary condiments, silverware, and napkins are included.
• Delivery & Setup: Deliver food and beverage orders to guest rooms in a timely and courteous manner, adhering to established delivery procedures and timeframes. Set up the meal in the guest room according to hotel standards, ensuring a pleasant and convenient dining experience. This includes arranging dishes, pouring beverages (if applicable), and offering assistance.
• Guest Interaction: Provide friendly, efficient, and professional service to guests. Respond promptly and courteously to guest inquiries, requests, and complaints related to in-room dining. Anticipate guest needs and proactively offer assistance.
• Payment Processing: Present accurate guest checks and process payments efficiently and accurately using the hotel's point-of-sale (POS) system. Handle cash and credit card transactions according to established procedures.
• Tray & Cart Retrieval: Promptly retrieve trays and carts from guest rooms after service, ensuring hallways and guest areas remain clean and uncluttered.
• Communication: Maintain clear and effective communication with the kitchen, bar, front desk, and other relevant departments to ensure smooth and efficient service delivery.
• Adherence to Standards: Follow all hotel policies, procedures, and service standards, including those related to food safety, hygiene, and beverage service.
• Upselling: Possess knowledge of the menu and beverage offerings and proactively suggest additional items or specials to enhance the guest experience and increase revenue.

Other Tasks:

• Assist with the preparation of beverages and simple food items as needed.
• Stock and maintain adequate supplies of condiments, silverware, linens, and other necessary items for in-room dining service.
• Clean and maintain in-room dining equipment, trays, and carts.
• Report any equipment malfunctions or maintenance needs to the appropriate department.
• Assist with inventory and ordering of in-room dining supplies as directed.
• Attend departmental meetings and training sessions.
• Perform other duties as assigned by the In-Room Dining Manager or Food & Beverage Supervisor.

Core Competencies:

• Customer Focus: Demonstrates a strong commitment to meeting and exceeding guest expectations. Anticipates guest needs and provides exceptional service.
• Communication Skills: Possesses excellent verbal communication skills to interact effectively with guests and colleagues. Listens attentively and conveys information clearly and concisely.
• Professionalism: Maintains a polished and professional appearance and demeanor at all times. Represents the hotel positively.
• Efficiency & Time Management: Organizes tasks effectively, prioritizes responsibilities, and manages time efficiently to ensure timely order taking, delivery, and retrieval.
• Attention to Detail: Pays close attention to accuracy when taking orders, assembling trays, and processing payments. Ensures all aspects of service are executed correctly.
• Problem-Solving: Identifies and resolves guest issues or complaints effectively and professionally. Seeks assistance from supervisors when necessary.
• Teamwork: Collaborates effectively with colleagues in the Food & Beverage department and other hotel departments to ensure seamless service delivery.
• Product Knowledge: Possesses a thorough understanding of the hotel's menu, beverage offerings, and any daily specials.
• Cash Handling & POS Proficiency: Demonstrates accuracy and efficiency in handling cash and processing payments using the hotel's point-of-sale system.
• Physical Stamina: Ability to stand, walk, and carry trays and carts for extended periods.

Qualifications:

• High school diploma or equivalent preferred
• Previous experience in food and beverage service, preferably in a hotel or fine dining environment, is desirable
• Basic knowledge of food safety and hygiene practices
• Ability to read and understand written and verbal instructions in English
• Ability to work flexible hours, including evenings, weekends, and holidays

Physical Requirements:

• Ability to lift and carry trays and carts weighing up to 50 pounds.

DEI and ESG:

We are committed to Diversity, Equity, and Inclusion. It starts with a culture of acceptance and continues with the hard work of going beyond lip service. It includes outreach and education, and most importantly action. You can feel proud to know you are joining a company which understands the importance of its responsibility and the decisions we make have been and will continue to be the greater environmental and societal impact in mind.