About Four Seasons:
Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.
About the location:
About the role
The Room Service Server is an essential member of the Food & Beverage team dedicated to providing exceptional quality and service to our ever-discriminating guests.
What you will do
Main Duties/Responsibilities:
1. Deliver food orders including any special needs or requests to the guest in-room, check completed kitchen orders with the order taker or guest’s original order; transport items to the guestroom in a timely manner to ensure proper food quality.
2. Greet guests, describe selected items to the guest using interesting, and vivid descriptions of each item, origin, taste, and preparation methods; communicate options for removal of trays and dishware; respond to request for tray removal according to established time standards.
3. Breakdown, clean and set-up of room service tables, condiment set-ups, flatware, dishware, room service side stations and delivers complementary in room amenities as set for the program.
4. Anticipate guest needs, ascertain satisfaction, and offer suggestions, and respond urgently and appropriately to guest concerns and requests.
5. Properly and accurately close guest checks securing room number and signature; properly settle voided checks or complimentary meals.
6. Comply with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in Employee Handbook.
7. Work harmoniously and professionally with co-workers and supervisors.
8. Plate and prepare small food items.
9. Assist with servicing private bars based upon request.
10. Assist with set-up and maintenance of public space F&B stations (i.e. morning coffee in main lobby, special occasions or at arrival).
11. Occasionally deliver take-away orders upon guest request, inclusive of residential units.
12. Answer telephone using courteous, efficient telephone etiquette while obtaining all information necessary to process the guest’s order according to Four Seasons Standards, describe the selection of food & beverage menu items to guests by offering interesting, and vivid descriptions of each item, origin, taste, and preparation methods. Assist with taking guest in-room dining orders, communicate special requests to the kitchen, and coordinate deliver of orders and complementary in-room amenities according to Four Seasons Standards
13. Upsell additional services and products in order to maximize revenues.
14. Be knowledgeable about hotel and department’s services to share with guests as prompted.
15. Use HotSOS devices as outlined to deliver timely services as dispatched.
16. Work closely with Housekeeping staff to coordinate in-room service and fulfilling of guest requests.
17. Provide private butler services as requested and outlined in a separate policy.
18. Be flexible for your schedule, inclusive of a rotational overnight shift assignment.
Standard Duties:
1) To provide a friendly and professional service that always exceeds guest’s expectation.
2) Assist in phone coverage with other departments.
3) Assist the department to upkeep relevant notice boards.
4) Prepare related paperwork for new hires.
5) Requires knowledge and the ability to operate computer equipment including word processing and spreadsheet software plus other systems (i.e. Opera, Windows, Bayan payroll and analysis reports etc).
6) To accept responsibility for the health safety and welfare of all areas of the department, guests and employees and to respond properly in any hotel emergency situation.
7) To safeguard guests and employees with knowledge and application of health and safety, accident prevention, fire drills and first aid.
8) To ensure you read the hotel's employee handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.
9) To undertake other duties and responsibilities which, while outside the normal routine, will be within the overall scope of the position.
10) To report for duty punctually wearing the correct uniform/attire and name badge. To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department personal appearance standards.
11) Wear hair restraint/hat, gloves, apron, jacket and closed toed shoes at all time while on duty.
12) To comply with local legislation as required.
13) To maintain good working relationships with your colleagues and all other departments through working by The Golden Rule.
14) To respond to any changes in the department as dictated by the needs of the industry, company or hotel.
15) To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
16) To conduct and attend training sessions as outlined.
17) Perform other tasks or projects as assigned by the Director of Food & Beverage or F&B Outlet Manager.
18) Must be able to obtain any required food handling and/or sanitation certifications required by local or state agencies.
