Captain Room Service InterContinental Hotel Cleveland

job overview

Deliver room service food and beverage orders to guest rooms; also assist in the maintenance of room service area and equipment. Lead a shift of room service activities to ensure proper coverage and guest satisfaction.

At Intercontinental Hotels we want our guests to relax and be themselves which means we need team members to:

• Be you – by being natural, professional and personable in the way you are with people 
• Get ready – by taking notice and using your knowledge so that you are prepared for anything
• Show you care – by being thoughtful in the way you welcome and connect with guests
• Take action – by showing initiative, taking ownership and going the extra mile 

Duties and Responsibilities

FINANCIAL RETURNS

• Complete customer payment transactions as outlined in cash and charge procedures. Document legibly the guest’s order information on guest checks.
• May answer room service phones and record orders; utilize up-selling techniques to increase sales.

PEOPLE

• Assist in the scheduling and training of room service staff. 
• Promote teamwork and quality service through daily communication and coordination with other departments. Coordinate VIP deliveries with appropriate departments.

GUEST EXPERIENCE

• Deliver and serve food and beverages to hotel guest’s room; set up and serve the order in the guest’s room according to specifications and standards. 
• Alert Management of any service and/or safety issues. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction.

RESPONSIBLE BUSINESS

• May be required to retrieve trays from guest rooms and hallways within prescribed period of time.

• Describe all menu items, methods of preparation and prices as needed. Work within policy to accommodate guest’s special food requests. 
• Perform set-up and closing side-work; stocks service station, makes coffee, etc. Preset trays as necessary; prepares flatware “roll-ups”.
• May assist with other duties as assigned. 

QUALIFICATIONS AND REQUIREMENTS

Basic reading, writing and math skills and food service experience with general knowledge of restaurant operations.

This job requires ability to perform the following:

• Carrying or lifting items weighing up to 50 pounds
• Moving about the kitchen, corridors, elevators, etc.
• Handling food objects, products and utensils
• Bending, stooping, kneeling

Other:

• Communication skills are utilized a significant amount of time when interacting with guests, room service staff, cooks, and supervisor.
• Alcohol awareness certification and/or food service permit or valid health/food handler card as required by local or state government agency.
• Reading and writing abilities are utilized often when taking orders, completing paperwork, etc. 
• Basic math skills are frequently used when handling cash and credit.
• May be required to work nights, weekends, and/or holidays.

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.