Room Service Order Taker (AM) (Hilton O'Hare)

Position Title:

Order Taker

Department:

Food & Beverage

Reports to:

Restaurant Manager

Date Written/Revised:

6/24/2020

FLSA Designation:

Non-exempt

PRINCIPAL RESPONSIBILITIES/ POSISTION PURPOSE: Answers room service telephone and takes guest orders accurately in a helpful, friendly, courteous and professional manner to ensure total guest satisfaction. Accurately record orders, enter orders into POS, and settle checks. Enters order into computerized system and settles check upon delivery of the order.

Average Percentage of

Time

ESSENTIAL FUNCTIONS

50%

Promptly answer Room Service calls. Document orders and wait times with efficiency and accuracy.

25%

Processes payment for orders upon return of the Room Service Server. Complies with accounting guidelines regarding receipt of payments, check total verification, tip/gratuity disbursement, cash drawer and house bank

management.

20%

Immediately input order into point of sale system. Give food server hard copy of check to be delivered with

order.

5%

Direct bus persons to retrieve items.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Attend mandatory meetings.
• Perform all assigned side-work such as folding napkins for an adequate supply.
• Perform general cleaning tasks to adhere to health and safety standards.
• Keep work area clean and organized.
• Complete other duties as assigned by supervisor.

PHYSICAL REQUIREMENTS:

Frequency Key:

Never - O hours; Rare - up to 1 hour; Occasional - 1-3 hours; Frequent - 3-6 hours; Constant - 6-8 hours.

Physical Activity

Frequency

Sitting

Frequent

Walking

Occasional

Standing

Occasional

Climbing Stairs

Rare

Crouching/Bending/Stooping

Occasional

Reaching

Occasional

Grasping

Occasional

Pushing/Pulling

Occasional

Near Vision

Constant

Far Vision

Constant

Talking

Occasional

Smell

Occasional

Taste

Occasional

Lifting/Carrying (# lbs) Travel

Frequent up to 20 lbs.

OTHER DUTIES

• Demonstrate working knowledge of the service standards.
• Regular attendance in conformance with the standards, which may be established by HPH from time to time, is essential to the successful performance of this position.

SAFETY REQUIREMENTS

Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The hotel will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged, or lost PPE, or equipment that does not fit properly, to your Manager.

ORGANIZATIONAL RELATIONSHIPS

Positions directly reporting to this position (titles):

None

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and  abilities  and  be  able  to   explain   and   demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Basic knowledge of food and beverage preparations and service standards.
• Knowledge of all menu items and accompaniments.
• Ability to remember, recite and promote the variety of menu items.
• Basic knowledge of the English language sufficient to understand inquiries from customers and communicate preparation methods, ability to comprehend written product labeling instructions to enable the safe application of products and processes within the hotel.
• Ability to operate a keyboard to input Point of Sale procedures to pre-check, input order and close out the check.

EDUCATION

High School graduate or equivalent preferred

EXPERIENCE

Previous customer service, telephone and cashiering experience preferred.

LICENSES OR CERTIFICATES

Must obtain any government required licenses or certificates. Examples include a Washington Health Card Permit; Oregon Liquor Service Permit; Alcohol Service Permit. CPR certification and/or 1st Aid Training preferred.