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Location: Sanctuary Camelback Mountain Resort & Spa Desk is to be organized, neat and clean at all times. Ensure there is enough paper/office supplies at all times. Ensure a professional environment, the noise level needs to be kept to a minimum while orders are being taken. Keep computer and phones clean. Room Service phones need to be covered constantly. Whenever a break is needed, ensure that another TRAINED staff member is answering the phones. Follow proper telephone etiquette and departmental policies and procedures. If a guest calls for information or services other than In Room Dining (bathrobe, shaving cream, etc.) quickly and politely assists guest by calling the appropriate department. A guest should never have to call more than one number for any request. Call the guest back within 30 minutes to ensure proper delivery of service. If a guest calls to order amenities, cakes or flowers, fill out the appropriate form and follow appropriate procedures by informing all departments involved. When a guest orders Room Service, hand write the order with all specific instructions on the appropriate order form. Ring the order into the computer immediately after finishing the conservation with the guest. Pre- orders with no hot food are rung in 45 minutes before the delivery time and marked “special prep” and the time the food needs to be ready. Log the order in the pick-up list. Write the room number and date on the back of the pick-up card (example: order is delivered to room 106 on October 4th, write 106/4). If two or more calls come through at the same time pick up the lines ask the guests to be placed on a brief hold, while taking the first caller's orders. Pass the handwritten order, the check, and the pick-up card, placed in the check presenter to the server who will then proceed to set up the order. Follow the order procedures for amenities. Ring in amenities into the computer according to the information on the order form. Communicate any discrepancies to the supervisor who will follow up with the department or person involved. Check with the server at the specified time to ensure timely delivery. Staple the order forms to the computer slips and drop them at the end of the shift according to accounting procedures. Log all orders and amenities on the pick-up list. After the rush of service hand the form to the server who organizes pick-up of the trays. Continue to keep track of orders on a new pick-up list. If a guest calls down to have a tray picked up, quote the guest 15 minutes for pick-up unless business demands otherwise. If not all tray's can be picked up by one shift, pass the pick up list to the next order taker who will follow up with those pick-ups. Side work is done according to the posted assignments and assist servers in their side work during down times. If stepping out of the office to assist servers in their side work, make sure that the telephone can be answered within three rings. Maintain a positive work atmosphere by acting and communicating in a manner that enables getting along with guests, vendors, co-workers, and management. Perform additional duties as requested by the Room Service Manager.
Job Code: 225525
# of openings: 1
Job Title: ORDER TAKER Department: ROOM SERVICE
Provide superior guest service that will exceed guest and employees' expectations while ordering room service. Efficiently and accurately taking orders while caring enough to do it well by adhering to the Sanctuary Commitments.
SPECIFIC DUTIES AND RESPONSIBILITIES:
Skills / Requirements
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY: Ability to maintain a pleasant disposition and function efficiently in high stress/pressure work environment. Solid interpersonal skills and positive attitude is a must. Computer skills and typing abilities a must. Ability to listen effectively, to speak and write English clearly. Professional, flexible and positive attitude. Good telephone voice and excellent/professional communication skills required. Must be detailed oriented. Ability to sit and/or stand continuously to perform essential job functions. Requires extending arms, bending and stooping to reach materials. Hearing and visual ability to observe and detect signs of guests' needs.