Responsibilities

• Have a very good understanding of the food and beverage offerings and be able to verbally explain those to the guest. This includes wine pairings, ingredients and promotions.
• Display proper and professional phone etiquette and assure that all guest details and requests are clearly registered and communicated.
• Maintain a smooth communication with the corresponding kitchen staff for a flawless service.
• Advise guests with approximate time frame for preparation, delivery and all related policies as well as answering to any other guest inquiries, including restaurant reservations if required.
• Assure guest orders are complimented and any special guest requests are considered in line with the LQEs.
• Coordinate and assist the IRD Manager on the delivery of all the VIP amenities and work closely with the Front Office team to assure that all requirements are delivered as per standards.
• Help and assist the IRD Server in coordinating, setting up and clearing In Room Dining tables if required and assist in preparing the daily mise-en place and assure that all office related stationary is in place and restocked.
• Track and follow up on the timely delivery of orders and collection of trolleys with the IRD colleagues to avoid delays.
• Maintain a clear knowledge of the POS- point of sales system and perform any tasks relating to billing according to hotel standards and cashiering policies.
• Any other reasonable tasks as assigned by the IRD Manager including assisting other outlets.
• Communicate clearly and directly with all colleagues and superiors in order to avoid misunderstanding and other shortfalls caused by lack of communication. Particularly focus on clear communication of placing guest orders to the kitchen and to server.
• Ensure that management and kitchen colleagues are informed of any special guest preferences or allergies.
• Be committed to being a team player; proactively cooperating and supporting colleagues in operational tasks including assisting waiters in service procedures including clearing of tables if required.
• Warmly engage and converse with guests while taking their food and beverage order and professionally provide the guest with suitable suggestions.
• Ask questions and listen carefully to ensure that all needs are met, including food allergies, accompaniments and condiments.
• Ensure each guest receives a personalised experience, performed in a timely and complete manner.
• Ensure customer satisfaction in accordance to the applicable MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of MOQA.
• Personally monitor and follow through on any orders or requirements from VIP guests who order In Room Dining and inform the manager in charge of the order.
• Create WOW moments to surprise and delight in house guests.
• Maintain and adjust the guest database to record and act upon guest preferences.
• Listen to any customer complaints and if possible resolve them effectively and otherwise refer to the manager in charge.
• Ability to handle telephone calls and speak in an articulate manner.
• Basic knowledge and interest in food and beverages and ability to give recommendations.
• Familiar with POS- point of sales and cashiering procedures is preferred.
• Ability to understand guest needs and to deliver superior customer service.
• Ability to work long hours with a strong focus on operational excellence.
• Knowledge of In Room Dining service procedures and standards is preferred.
• Ability to understand the flow of service and handle multiple tasks effectively is preferred.
• Basic computer skills including MS Office is preferred.
• Ability to understand effective approaches of communication with different individuals.
• Able to communicate clearly with peers and superiors.
• Pleasant and polite, must enjoy speaking to customers on the telephone.