In-Room Dining Coordinator, The Savoy Hotel

Job Title

In Room Dining (IRD) Coordinator

Department

IRD Food & Beverage

Supervisor

In Room Dining Manager

Salary

£18.70 per hour including service charge (0-hour Casual contract)

Responsibilities

• Coordinate all service requirements addressed to Room Service department.
• Take guest orders over the telephone or verbally, process accurately and promptly using the POS terminal.
• Communicate with supervisor, butler and chef on duty regarding orders and special requests.
• Communicate with other departments using Micros & RMS app for room clearance, room changes, status checks and amenity delivery.
• Print daily reports.
• Update VIP list.
• Assist department with additional administration duties as requested.
• Assist IRD manager with achieving high guest satisfaction scores, recognize repeat guests and follow standard procedures.
• Answer and prioritize telephone calls.
• Deal directly with guest requests and orders courteously, efficiently and promptly.
• Have good knowledge of in-room dining menus, ongoing promotions and offerings in other F&B outlets.
• Provide recommendations and suggestions to guests upon request.
• Know all services, facilities and products offered by the hotel.
• Ensure guest satisfaction by providing prompt, courteous and efficient service.
• Pay attention to guest orders and know menu thoroughly.
• Write down information clearly and highlight special requests.
• Communicate kitchen regarding menu questions, wait time and product availability.
• Give approximate delivery time according to evaluation system by Outlet Manager and Sous Chef.
• If order not sent on time, call guest to apologize and reevaluate delivery time.
• Ensure correct posting in POS system including allergen and dietary requirements.
• Assist in driving guest satisfaction by providing consistent experiences.
• Coordinate IRD waiters/waitresses and butlers.
• Report positive and constructive feedback to manager.
• Handle guest queries, complaints and issues professionally.
• Upsell items offered by department and provide alternatives or suggestions.
• Ensure proper handover to next shift and IRD manager.
• Report cleanliness and maintenance issues to immediate supervisor.
• Keep IRD office and surrounding area clean and organized.
• Maintain proper appearance and grooming while on duty.
• Perform any other reasonable duties and responsibilities as assigned.

Qualifications

• Ability to communicate with guests and anticipate their needs.
• Ability to smile and diffuse anger naturally.
• Excellent telephone etiquette.
• Enthusiastic and positive personality.
• Proven knowledge of customer service.
• Knowledge of food and beverage products.
• Hotel Management diploma holder or similar qualification (desirable).
• 2-3 years experience in similar role in a 5 hotel (desirable).

Benefits

• Competitive salary, pension.
• Accrued holidays.
• Exclusive discounts at Savoy, Fairmont, Raffles, and Accor hotels (friends & family rates included).
• 50% off at American & Beaufort Bars, Afternoon Tea, spa, florist, and selected Gordon Ramsay restaurants.
• 20% off at other Gordon Ramsay restaurants and Restaurant 1890.
• Access to colleague restaurant, interfaith prayer room and wellness room.
• Laundry services for all colleagues.
• Gym access.
• Local discounts for F&B and retail.