In Room Dining Order Taker (Overnight)

The Faena Culture

The FAENA Movement is one of culture, art and community. The FAENA Culture is steeped in the warmth and traditions of the south combining authentic and attentive hospitality with the world’s finest amenities. We act as a catalyst in making dreams a reality with the collaboration of ideas. Creating carefully curated spaces paired with excellence in service to delight the most sophisticated guests as they are indulged by the FAENA Culture.  

Job Overview 

Courteously and efficiently answer In Room Dining phones, take and input guest and residents' orders; ensure receipt of orders by Servers and settle checks in the P.O.S. system according to hotel specifications.  Process payment of guest and residents checks in accordance with accounting requirements and maintain accountability for all financial transactions.

Duties And Responsibilities 

• 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.
• Resolve guest complaints, ensuring guest and resident’s satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge of:

1. All liquor brands, beers and non-alcoholic selections available in In Room Dining. The particular characteristics and description of every wine/champagne by the glass and major wines on the wine list.
2. Designated glassware and garnishes for drinks.
3. All menu items, preparation method/time, ingredients, sauces, portion sizes, garnishes, presentation and prices.
4. Daily menu specials, out of stock items.
5. Guest and resident condominium room layout, locations and room numbers/names.
6.  Manual system procedures.
7. Daily house count, arrivals/departures, VIPs.
8. Scheduled in-house group activities, locations and times.

• Maintain complete knowledge and strictly abide by state liquor regulations, particularly those providing service to minors, intoxicated persons and drunk driving.
• Obtain assigned bank and ensure accuracy of contracted monies.  Obtain change required for expected business level.  Keep bank secure at all times.
• Set up and organize work station with designated supplies, forms and resource materials; maintain cleanliness at all times.   Report shortages to Captain/manager.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Take guest and resident’s food and beverage orders, utilizing suggestive selling techniques and following all departmental standards.
• Ensure accuracy of guest and residents name and room number of each order for delivery.
• Access all functions of the Point of Sale system in accordance to specifications.  Restock journal tape and change ribbons as needed.
• Input orders into system and distribute to Servers; ensure authorization for room charges.  When system is down, obtain manual checks and follow all Accounting procedures.
• Ensure timely set up and delivery of orders.
• Organize, document and track pick up of dirty trays/tables; direct staff as required to retrieve dirty trays/tables.
• Process all payment methods in accordance with Accounting procedures and policies.
• Accommodate guest and residents requests for change courteously.
• Input charges for amenity orders and coordinate delivery of such with Servers; following departmental procedures.
• Organize, input and distribute advance orders and door knob menu orders according to departmental procedures.
• Assist and oversee Room Service staff in their job functions as specified in departmental standards.
• Settle all checks opened under own identification number.  Settle all Servers checks before leaving; report open checks to Room Service Supervisor/Manager.
• Complete designated closing reports in the Point of Sale system.
• Pay out tips to designated staff and document such, following Accounting and legal requirements.
• Count bank at end of shift and secure bank.
• Legibly complete designated cashier reports and distribute in accordance with accounting procedures.
• Balance and drop receipts according to accounting specifications.
• Review business status and follow up actions with on-coming Order Taker/Cashier or Supervisor.