Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.Maintain positive guest relations at all times.Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.Resolve guest complaints, ensuring guest satisfaction.Monitor and maintain cleanliness, sanitation and organization of assigned work areas.Maintain complete knowledge of:All liquor brands, beers and non-alcoholic selections available for In Room Dining.The particular characteristics and description of every wine/champagne by the glass and major wines on the wine list.Designated glassware and garnishes for drinks.All menu items, preparation method/time, ingredients, sauces, portion sizes, garnishes, presentation and prices.Daily menu specials, 86'd item.Guest room layout, locations and room numbers/names.Manual system procedures.Daily house count, arrivals/departures, VIPs.Scheduled in-house group activities, locations and times.Maintain complete knowledge and strictly abide by state liquor regulations, particularly those prohibiting service to minors, intoxicated persons and drunk driving.Check storage areas for proper supplies, organization and cleanliness.  Instruct designated personnel to rectify any cleanliness/organization deficiencies.Establish par levels for supplies and equipment.  Complete requisitions to replenish shortages or additional items needed for the anticipated business.Requisition linens/skirting required for business and assign staff to transport such for In Room Dining.Meet with the Chef to review daily specials and 86'd items; update board throughout shift.  Ensure that staff is aware of changes.Periodically check with the Front Desk to review updates on house count and arrivals.Review sales for previous day; resolve discrepancies with Accounting.  Track revenue against budget.Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts.  Adjust schedules throughout the week to meet the business demands.Ensure that staff reports to work as scheduled.  Document any late or absent employees.Coordinate breaks for staff.Assign work and side duties to staff in accordance with departmental procedures.  Communicate additions or changes to the assignments as they arise throughout the shift.Conduct pre-shift meeting with staff and review all information pertinent to the day's business.Inspect grooming and attire of staff; rectify any deficiencies.Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel.Stress personalized courtesy and efficient service on the part of In Room Dining colleagues, encouraging colleagues to use the guest’s name as often as possible.Inspect table set-ups; check for cleanliness, neatness and agreement with guest's order and departmental standards; rectify deficiencies with respective personnel.Check the status of all orders and ensure that they are delivered within designated timelines.Assist In Room Dining staff with their job functions to ensure optimum service to guests.Answer In Room Dining phone within 3 rings, using correct salutations and telephone etiquette.Monitor and ensure that all tables/trays are removed from guest rooms/corridors and returned to In Room Dining according to department procedures.Assist in taking guests' orders, following specified procedures, as necessary to ensure department standards.Access all functions of the P.O.S. system in accordance to specifications.  Restock journal tape and change ribbons as needed.Monitor and direct pick up of doorknob menus from guest rooms.  Organize doorknob menus for proper delivery according to procedures.  Ensure delivery times are met.Organize, coordinate, direct staff in set-up, service and breakdown of hospitalities in accordance with departmental standards; follow up on special arrangements with respective personnel.Check hospitality suite set up for cleanliness, attractiveness and layout; ensure agreement with function order and department standards; resolve any problems. Ensure replenishment of items as specified and requested by client.Organize, coordinate and direct staff in set-up, delivery and retrieval of amenities in accordance with departmental standards.Schedule colleagues to match forecasted covers and expected business and offer service to our guests at times consistent with printed hours of operation.Ensure all closing duties for staff is completed before staff signs out.Provide feedback to staff on their performance.  Handle disciplinary problems and counsel colleagues according to Hotel standards.Maintain complete records on Attendance Calendars of attendance and any performance/disciplinary conversations with staff.Conduct performance reviews in a timely manner.Foster and promote a cooperative working climate, maximizing productivity and colleague morale.Respond to all pages by beeper/radio promptly.Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts.  Adjust schedules throughout the week to meet the business demands.Complete work orders for maintenance repairs and submit to Royal Service.  Contact Engineering directly for urgent repairs.Document pertinent information in department log book.Complete all paperwork and closing duties in accordance with departmental standards.Review status of assignments and any follow-up action with on-coming staff.
