In-Room Dining Agent

Job Description

JOB SUMMARY Serve as the main point of contact for all guest requests and needs, including answering calls , dispatching requests and following up to ensure satisfaction with result. Ensure handling all guest requests as well as taking guest orders. Courteously and efficiently answer In Room Dining phone, take and input guests orders, ensure receipt of orders by Servers and settle checks in the Micros system according to hotel specifications. Process payment of guest checks in accordance with the Cash Handling Policy & Job Aid and maintain accountability for all financial transactions. -To serve the guests in accordance with the JW Marriott standards of Food and Beverage Quality Service. -Display aggressive hospitality with both guests and co-workers. -Take pride in all facets of the service to include quality, appearance and professionalism. -To ensure guests satisfaction at all time without jeopardizing the quality of service. SCOPE/ BUSINESS CONTEXT

• A Full Time position based at JW Marriott Marquis Dubai.

CANDIDATEPROFILE Experience:

• • Minimum of 2-year experience of a similar position within a five star hotel

Skillsand Knowledge

• Strong Communication skills (verbal, listening, writing)
• Innovative
• Pro-active and reliable
• Able to work alone and within a team
• MICROS, Microsoft Office, FCS or telephone software and other related operating systems
• Flexible and ability to work around the clock

Educationor Certification

• Good level of English essential

SPECIFICDUTIES Thefollowingare specific responsibilities and contributions critical to the successful performance of the position:

• Take orders for room service and be fully aware of all outlet menus.
• Know all dishes and the preparation process
  1. Be aware of allergies
  2. Know the importance of up-selling
• Attend to each call in a courteous and efficient manner, using correct telephone etiquette according to the Marriott International standards.
• Assist in maintenance of bulletin board, or other visual representation, to note any outstanding issues, supply shortages and weekly requisition, etc.

• Maintain a handover log for the next shift, noting any services that are pending to ensure follow up.
• Utilizing all available resources, follow up on previous shift requests are pending issues.
• Be aware and handle all emergencies according to the hotel policy & procedures.
• Be fully conversant with MICROS operation systems.
• Follow up LSOPs and adhere to the property policies and procedures.
• Be flexible according to the business need.
• Be aware of emergency procedures and follows Supervisor/Managers instructions.
• To report on time for duty. Preferably 5 minutes earlier to update with information, read log books.
• Check the notice boards updated and non-availabilities are checked with the bar and kitchen.
• To record covers, handle special orders, check for out of stock items, obtain the specials for the day.
• Maintain complete knowledge of: All menus (including Daily Specials, cocktail list, etc) and of the service of food and beverage items offered by the department and the hotel.
• All liquor brands, beer and non-alcoholic selections available
• All menu items, preparation method/time ingredients, sauces, portion s, garnishes, preparation and prices
• Hotel extension numbers.
• VIPs in House/Daily house count, arrivals/departures.
• Hours of operation of each outlet, ambiance, menu selections and price range.
• Features and services provided by the hotel.
• Obtain assigned bank and ensure accuracy of contracted monies. Obtain change require for expected business level. Keep bank secure at all times.
• Assist and oversee IRD Servers in their job functions as specified in departmental standards.
• Pay out tips to designated staff and document such, following accounting and legal requirements.
• Review business status and follow up actions with on-coming Order Taker/Cashier or Supervisor.
• Attend all mandatory trainings.
• Successful completion of the training/certification process.
• Follow proper cashiering policy and procedure set by the company.
• To maintain in-depth knowledge To up-sell to guests as well as confirm their order before thanking them.
• To complete side work as assigned.
• To assist in the training of new staff.
• To inform the Room Service Manager of all customer complaints and makes appropriate efforts to correct the problem.
• To assist the servers with setting up orders.
• To sell and up-sell F&B products and services.
• To be able to identify possible problems and ask for help before a breakdown occurs.
• To provide lateral service in the hotel when needed.
• Assist with the service when required.
• Dispatch appropriate personnel to satisfy guest requests and resolve guest issues.
• Maintain a log of all guest requests as well as guest response. Information should include:
• Guest name, room number and folio number

1. Service request issue
2. Time of call
3. Agent name

1. Action taken / resolution
2. Follow up information, including final status

• Maintain and be familiar with a directory of information within the hotel and local area information.

1. Local hotels , address, telephone and fax numbers
2. Travel agencies
3. Airlines
4. Car rentals
5. Taxi and limousine services
6. Money exchanges
7. Bank and automated teller machines (ATMS)
8. Local restaurants, hours, type of food , price
9. Local attractions, hours, prices
10. Houses of worships, hours of services
11. Shopping facilities
12. Government offices
13. Emergency numbers

• Each associate is expected to carry out, within their capabilities, all reasonable requests by management.

OTHERSafetyand Security

• • Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
  • Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
  • Notify Loss Prevention/Security of any guest reports of theft.

Policies and Procedures

• • Follow company, hotel and department policies and procedures.
  • Follows Marriott International Hotels Limited Regional Office policies and procedures
  • Protect the privacy and security of guests and coworkers.
  • Maintain confidentiality of proprietary materials and information.
  • Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
  • Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
  • Perform other reasonable job duties as requested by Supervisors and Management.
  • Working hours as required to do your job but normally not less than 48 hours per week.

GuestRelations

• • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, JW Symphony of Service) to resolve issues, delight, and build trust.
  • Assist other employees to ensure proper coverage and prompt guest service.
  • Anticipate guests service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
  • Address guests service needs in a professional, positive, and timely manner.
  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
  • Thank guests with genuine appreciation and provide a fond farewell.
  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guests name when possible.
  • Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

Communication

• • Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in ones voice, using the callers name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
  • Speak to guests and co-workers using clear, appropriate and professional language.
  • Talk with and listen to other employees to effectively exchange information.

Working with Others

• • Support all co-workers and treat them with dignity and respect.
  • Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. Develop and maintain positive and productive working relationships with other employees and departments.
  • Partner with and assist others to promote an environment of teamwork and achieve common goals.

QualityAssurance/QualityImprovement

• • Comply with quality assurance expectations and standards, e.g. GuestVoice and JW Marriott Brand Standard Audit.

Physical Tasks

• • Enter and locate work-related information using computers and/or point of sale systems.
  • Stand, sit, or walk for an extended period of time or for an entire work shift.
  • Read and visually verify information in a variety of formats (e.g., small print).
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Marriott International is an equal opportunity employer.We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.We are committed to non-discrimination onanyprotectedbasis, such as disability and veteran status, or any other basis covered under applicable law.

Keyskills :

About Company

Marriott Hotels & Resorts is Marriott Internationals brand of full-service hotels and resorts based in Bethesda, Maryland. As of June 30, 2020, there were 582 hotels and resorts with 205,053 rooms operating under the brand, in addition to 160 hotels with 47,765 rooms planned for development