Room Service Order Taker

3 weeks ago

Mumbai, India Grand Hyatt Mumbai Full time

Place of Work:

Room Service

Scope and General Purpose of Job:

To contribute to the smooth and efficient running of the Room Service function within the F&B Division.

Responsible to:

Room Service Manager

Main Duties

Customer Service

  • Ensures the delivery of brand promise and provides exceptional guest service at all times
  • Provides excellent service to internal customers in other departments as appropriate
  • Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily
  • Maintains positive guest and colleague interactions with good working relationships
  • Establishes a rapport with guests maintaining good customer relationships.

Operational

  • Ensures that minimum brand standards have been implemented.
  • Embraces all Touches of Hyatt and the Food and Beverage Top 20.
  • Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
  • Works closely with other employees in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
  • Works in a supportive and flexible manner with other departments, in a spirit of "We work through Teams".
  • Fully conversant with all aspects of the Micros System.
  • Takes orders from guests and repeats the orders before ending the telephone conversation.
  • Ensures all orders are properly taken as requested.
  • Delivers order to guest room in a prompt and timely manner if required.
  • Strictly adheres to the hotel policies and procedures especially entering guest rooms.
  • Ensures no entry to any guest room with "Do-Not-Disturb" sign.
  • Collects cutlery from guest room or corridor as soon as being informed.
  • Presents bill and collects payment upon delivering the food.

Operational (continued)

  • Performs the function of cashier as required.
  • Verifies cash received ensuring only genuine money been collected.
  • Verifies all credit cards presented by guest before to validate the card.
  • Maintains par stocks of all equipment and guest supplies as required.
  • Strictly adheres to all policies and procedures issued by the Finance with regard to cashiering and cash handling.
  • Have a thorough knowledge and understanding of all Food and Beverage items in the menu and the ability to recommend Food and Beverage combinations and up sell alternatives.

Personnel

  • Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt's Values and Culture Characteristics.

Other Duties

  • Ensures high standards of personal presentation and grooming.
  • Understands and strictly adheres to Rules and Regulations established in the Employee Handbook and the hotel's policies concerning fire, hygiene, health and safety.
  • Responds to changes in the Food and Beverage function as dictated by the industry, company and hotel.
  • Exercises responsible behavior at all times and positively representing the hotel and Hyatt International.
  • Attends training sessions and meetings as and when required.
  • Carries out any other reasonable duties and responsibilities as assigned.

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