POSITION OVERVIEW

The Sales Member is responsible for answering guest calls following call center service standard guidelines. Sales Members are responsible for accurately determining the guest’s food and beverage requirements and enhancing the In Room Dining experience through a sincere use of sales and guest service techniques.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• High School diploma or equivalent
• Minimum of one (1) year experience working in In Room Dining or equivalent
• Excellent communication and customer service skills
• Ability to work efficiently within a team driven environment
• Ability to understand and explain menu items and preparations
• Highly organized and ability to take food orders and make recommendations to create a complete In Room Dining experience
• Ability to apply positive personalized service to every guest’s interaction
• Passion for guest service and hospitality service industry
• Must be willing and able to work a flexible schedule to include holidays, nights and weekends
• Work in a fast-paced, busy, and somewhat stressful environment

LANGUAGE SKILLS

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

• Promptly answer all incoming phone calls and providing a positive initial greeting with a sincere willingness to assist
• Responsible for accurately obtaining details of the guest’s needs via the phone by asking appropriate questions and providing informative responses to determine each guest’s specific food and beverage requirements
• Responsible for communicating the guest’s detailed food and beverage requirements through the point-of-sale system including guest name, room number, number of guests and the requested/promised time of delivery
• Thoroughly understand and explain the menu items and preparations
• Responsible for determining guest billing information and/or payment status
• Display knowledge of the resort, hotel features, and services including all outlets, hours of operation, activities, and events
• Required to work Dispatch and Amenity assignments in rotation
• Dispatch responsible for accurately tracking all In Room Dining deliveries and retrievals via the In Room Dining Turn Sheet / Retrieval Matrix
• Responsible for monitoring HotSOS and radio/pager systems, dispatching Bus Persons or Food Servers for guest timely table retrieval
• Responsible for administration of the In Room Dining amenity program through report generation in the HMS property management, Alice, and InfoGenesis point of sale systems
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary

SUPERVISORY RESPONSIBILITIES

This position will not have any supervisory responsibilities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• High School diploma or equivalent
• Minimum of one (1) year experience working in In Room Dining or equivalent
• Excellent communication and customer service skills
• Ability to work efficiently within a team driven environment
• Ability to understand and explain menu items and preparations
• Highly organized and ability to take food orders and make recommendations to create a complete In Room Dining experience
• Ability to apply positive personalized service to every guest’s interaction
• Passion for guest service and hospitality service industry
• Must be willing and able to work a flexible schedule to include holidays, nights and weekends
• Work in a fast-paced, busy, and somewhat stressful environmen