Job Title: In Room Dining (IRD) C oordinator
Department: Food & Beverage
Inspired and Supported by: In Room Dining M anager
Salary: £35,172 (including service charge)
Your purpose will be:
As a in room dining coordinator you will be responsible to co-ordinate all service requirements addressed to Room Service department, primarily responsible for taking guest orders over the telephone or verbally, processing these orders accurately and timely using the POS term inal. Making sure to communicate with the supervisor, butler and chef on duty regarding the orders and any special requests.
You will be accountable for:
Communicating with various other departments, using Micros & RMS app for room clearance, room changes, checking status of the rooms and amenity delivery .
Printing daily reports
Updating VIP list
A ssisting the department with any other administration and any oth er duties as and when requested
A ssisting the IRD m anager with achieving high scores on various guest satisfaction surveys, recognizing repeat guests an d following standard procedures
Your key responsibilities & contribution will be:
A nswering all telephone cal ls and prioritising these calls
Directly dealing with guest requests and orders that must be done courte ously, efficiently and promptly
Having good knowledge of in room dining menus and on- going promotions and offering in other F&B outlets
Providing recommendations and suggestions to guests upon requests
Be knowledgeable of all services, facilities an d products offered by the hotel
Consider the satisfaction of all guests by ensuring prompt, courteous and efficient service at all times
Pay attention to guest order s, and know the menu thoroughly
Write d own all informations clearly and h ighlight special requests.
Communicate with the kitchen regarding menu questions, t he length of wait, and product availability
Giving a pproximate delivery time to the guest according to the time evaluation system established by the Out let Manager and the Sous Chef.
If the order has not been sent up by time, placing a call to the guest to apologies and to re-evaluate the delivery time.
Ensure correct posting in POS system for communication to the service and ki tchen department, including all information including allergen and dietary requirements
Assist the department to drive guest satisfaction by providing consistent guest experiences.
Coordinat ing IRD Waiter/ W aitress `s and the butlers
Report positive and constructive guest feedback to the manager.
Promptly handle guest queries, complaints and all issues in a professional manner.
Have the knowledge and understanding to explain and perform upselling all items offered by the department assigned as well as offering alternatives or suggestions to guests.
Ensure proper handover is given to the next shift and also to the IRD manager.
Report cleanliness and maintenance issues to the immediate supervisor?
Ensure that the IRD office and surrounding area is kept clean and organized at all times .
Ensure proper appearance and grooming while on duty.
Perform any other reasonable duties and responsibilities as assigned.?
What you will need to do this role:
Essential:
Ability to communicate with the guests and anticipate their needs.
Ability to smile and diffuse anger naturally.
Should have very good telephone etiquettes.
Have an enthusiastic and positive personality.
Profou nd knowledge of customer service
Knowledge of food and beverage products .
Desirable :
Hotel Management diploma holder or similar qualification.
2 to 3 years experience in similar role in a similar 5* hotel .?
Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.
Whats in it for you?
Competitive salary, pension, and life assurance
3133 days of holiday (including public holidays)
Cashback for wellbeing/healthcare expenses & Perkbox
Exclusive discounts:
Savoy, Fairmont, Raffles, and Accor hotels (friends & family rates included)
50% off at American & Beaufort Bars, Afternoon Tea, spa, florist, and select Gordon Ramsay restaurants
20% off at other Gordon Ramsay restaurants and Restaurant 1890
Free stay at The Savoy after probation
Colleague restaurant, interfaith prayer room and wellness room
Laundry services for all colleagues
Gym access, cycle-to-work scheme and Virgin Active membership discount
Season ticket loan for commuting
Employee assistance program
English classes, optician reimbursements, and local discounts for F&B and retail
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