In Room Dining Sales Member - On Call

About the role

The Sales Member is responsible for answering guest calls following call center service standard guidelines. They accurately determine the guest’s food and beverage requirements and enhance the In Room Dining experience through sincere use of sales and guest service techniques.

Responsibilities

• Promptly answer all incoming phone calls and provide a positive initial greeting with a sincere willingness to assist.
• Accurately obtain details of the guest’s needs via the phone by asking appropriate questions and providing informative responses to determine each guest’s specific food and beverage requirements.
• Communicate the guest’s detailed food and beverage requirements through the point-of-sale system, including guest name, room number, number of guests, and the requested/promised time of delivery.
• Thoroughly understand and explain menu items and preparations.
• Determine guest billing information and/or payment status.
• Display knowledge of the resort, hotel features, and services, including all outlets, hours of operation, activities, and events.
• Work Dispatch and Amenity assignments in rotation.
• Track all In Room Dining deliveries and retrievals via the In Room Dining Turn Sheet / Retrieval Matrix.
• Monitor HotSOS and radio/pager systems, dispatching Bus Persons or Food Servers for timely guest table retrieval.
• Administer the In Room Dining amenity program through report generation in the HMS property management, Alice, and InfoGenesis point-of-sale systems.
• Work in a fast-paced, busy, and somewhat stressful environment.

Requirements

• Must be at least 21 years of age.
• High School diploma or equivalent.
• Minimum of one (1) year experience working in In Room Dining or equivalent.
• Excellent communication and customer service skills.
• Ability to work efficiently within a team-driven environment.
• Ability to understand and explain menu items and preparations.
• Highly organized with the ability to take food orders and make recommendations to create a complete In Room Dining experience.
• Ability to apply positive personalized service to every guest’s interaction.
• Passion for guest service and the hospitality service industry.
• Must be willing and able to work a flexible schedule to include holidays, nights, and weekends.

Skills

• Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to read and communicate verbally in English. Written communication skills in English may also be required.
• Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands

• Regularly required to stand and use hands and fingers to handle or utilize objects, tools, or controls.
• Frequently required to reach with hands and arms and talk or hear.
• Specific vision abilities required include close vision and peripheral vision.
• Must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.
• Must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel, and balance when performing job duties in varying work areas such as confined spaces.

Work Environment

• The noise level in the work environment is usually moderate.
• May be exposed to an environment containing unrestricted secondhand tobacco smoke.

Pay

$28.03 per hour