JOB OVERVIEW: Under the general guidance of the Room Service Manager, the Room Service Attendant is responsible for delivering a seamless in-room dining experience by taking orders, coordinating with the kitchen, maintaining brand standards, and delivering food and beverage orders to guest rooms in a timely professional, courteous manner. This role serves as a direct point of contact for guests, handling telephone orders with professionalism and accuracy while ensuring timely, polished, and discreet delivery of food and beverages to guest rooms. The ideal candidate demonstrates refined hospitality, attention to detail, and a genuine passion for personalized service. YOUR KEY RESPONSIBILITIES: Answer in-room dining calls promptly and professionally, following brand service standards and proper telephone etiquette. Accurately record guest food and beverage orders, confirm details, and input orders into the Point-of-Sale (POS) system. Communicate effectively with kitchen to ensure timely and accurate delivery of orders. Deliver food and beverage orders promptly and professionally to guest rooms, ensuring accuracy and presentation meet hotel standards. Restock room service equipment, supplies, and amenities as needed during and after shift. Provide knowledgeable recommendations to guests on menu items, specials, and dietary accommodations. Follow up on orders to ensure guest satisfaction and address any issues or special requests promptly. Maintain an organized and clean work area, including menus, order sheets, including pantries and hallways. Handle guest complaints and concerns courteously, escalating to supervisors when necessary. Ensure all Room Service procedures align with hotel health, safety, and hygiene policies. Maintain knowledge of menu offerings, ingredients, and potential allergens to condifently answer guest questions and make recommendations. Assist with order packing and tray setup during peak hours to support the service team. Monitor inventory of supplies (menus, condiments, etc.) and notify manager of any shortages. Any other reasonable duties as assigned by the supervisor or manager. We recognize we are in the hospitality industry and that may require us to provide lateral service. We will on occasion call for each individual in the team to, on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service.
SPECIFIC JOB KNOWLEDGE & SKILLS: High School Diploma or equivalent education required. Minimum 1–2 years of experience in a guest service or call handling role, preferably within a luxury or upscale hotel environment. Strong knowledge of in-room dining standards and basic food & beverage service etiquette. Familiarity with POS and hotel systems such as Opera, Micros, or similar platforms preferred. Excellent verbal communication and interpersonal skills in English, with the ability to interact clearly and professionally with guests and team members. Additional language ability preferred. Must be able to remain seated or standing for extended periods during an 8-hour shift. Ability to multitask, stay organized, and respond quickly to guest needs in a high-pressure environment. Must be detail-oriented with the ability to accurately take and relay guest orders. Physically able to lift, push, or pull up to 20 lbs and perform basic physical tasks as required. Knowledge of food safety, hygiene, and guest privacy standards. Professional telephone etiquette and a courteous, service-focused demeanor. All team members must maintain a neat, clean and well-groomed appearance. Specific department uniform guidelines and/or required articles of clothing will be explained to you by your supervisor.
All your information will be kept confidential according to EEO guidelines.