The St. Regis Mumbai
Website:
stregismumbai.com
Job details:
POSITION SUMMARY
Take room service orders over the phone. Answer questions on menu selections, and check with kitchen staff. Answer guest questions or concerns regarding the origin, vintage, and style of various wines. Place and log call back for room service order. Notify guests and management of delays in service delivery.Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen. Maintain cleanliness of work areas throughout the day. Record transaction in MICROS system at time of order. Complete all closing reports, including MICROS reports. Process all payment methods.
Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
CRITICAL TASKS
Safety and Security
- Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
- Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Policies and Procedures
- Follow company and department policies and procedures.
- Protect the privacy and security of guests and coworkers.
- Maintain confidentiality of proprietary materials and information.
- Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Perform other reasonable job duties as requested by Supervisors.
Guest Relations
- Thank guests with genuine appreciation and provide a fond farewell.
- Address guests' service needs in a professional, positive, and timely manner.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Assist other employees to ensure proper coverage and prompt guest service.
Communication
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
- Speak to guests and co-workers using clear, appropriate and professional language.
- Talk with and listen to other employees to effectively exchange information.
- Provide assistance to coworkers, ensuring they understand their tasks.
- Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Working with Others
- Support all co-workers and treat them with dignity and respect.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
- Develop and maintain positive and productive working relationships with other employees and departments.
- Partner with and assist others to promote an environment of teamwork and achieve common goals.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.
Physical Tasks
- Stand, sit, or walk for an extended period of time or for an entire work shift.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
General Food and Beverage Services
- Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen.
- Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
- Assist your and other departments when needed to ensure optimum service to guests.
- Report any employee, guest, and/or vendor incidents and accidents to management and Loss Prevention at the time of the incident and/or accident.
Assists Management
- Communicate with guests, other employees, or departments to ensure guest needs are met.
Closing
- Complete all closing reports, including MICROS reports, and provide them to manager and/or accounting before leaving duty.
In-Room Dining/Room Service
- Take room service orders over the phone, answering any questions regarding the menu, inputting order into appropriate system, up-selling, following method of payment policies, reading back the order to confirm its accuracy, and providing expected delivery time.
- Place and log call back for room service order within appropriate time frame to ensure guest satisfaction.
- Notify guests and management of delays in service delivery.
Cash/Bank Handling
- Record transaction in MICROS system at time of order.
- Process all payment methods in accordance with Accounting procedures and policies.
- Follow property control audit standards and cash handling procedures (e.g., blind drops).
Steps of Service
- Answer questions on menu selections, and check with kitchen staff whenever additional clarification is necessary.
- Communicate current menu items and daily specials to guests.
- Input orders, position points, and accurate cover counts into MICROS system and ensure transmission of food and beverage orders is verified by kitchen and bar.
Wine/Sommelier
- Answer guest questions or concerns regarding the origin, vintage, and style of various wines.
CRITICAL COMPETENCIES
Analytical Skills
Interpersonal Skills
- Customer Service Orientation
- Team Work
- Diversity Relations
Communications
- Telephone Etiquette Skills
- English Language Proficiency
- Listening
- Communication
- Applied Reading
Personal Attributes
- Presentation
- Safety Orientation
- Stress Tolerance
- Positive Demeanor
- Integrity
- Dependability
Organization
PREFERRED QUALIFICATIONS
Education
High school diploma/G.E.D. equivalent
Related Work Experience
No related work experience is required
Supervisory Experience
No supervisory experience is required
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