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OVERVIEW/BASIC FUNCTION

The IRD Server will be responsible for giving the correct and service & guest satisfaction in the levels of the quality standards of the operation according to the standards of the Property. Take food and beverage orders, retrieve and serve alcoholic/non-alcoholic beverages and food orders to guest rooms according to hotel specifications, courteously and efficiently. Collect payments.

Cleaning and maintaining a neat and tidy working environment. Using discretion when entering the guests space, and as such needs to do so with respect and decorum. Creates a memorable culinary experience for our guests in the privacy of their room.

Essential Duties and Responsibilities

• Maintain complete knowledge of and comply with all departmental policies, service, procedures, and standards.

• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.

• Anticipate guest and residents’ needs, respond promptly and acknowledge all guest and residents, however busy and whatever time of day.

• Maintain positive guest and resident relations at all times.

• Be familiar with all Hotel services/features and local attractions/activities to respond to guest and resident inquiries accurately.

• Resolve guest and resident complaints, ensuring guest and resident satisfaction.

• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

• Maintain complete knowledge of all liquor brands, beers and non-alcoholic selections available in In Room Dining.

• Maintain complete knowledge of designated glassware and garnishes for drinks.

• Maintain complete knowledge of all menu items, preparation method, ingredients, sauces, preparation time, garnishes, presentation and prices.

• Maintain complete knowledge of guest and resident room layout, locations and room numbers/names.

• Fully understand the use of radios and software systems for completing guest requests and for communication with Order taker / manager on duty.

• Maintain complete knowledge and strictly abide by state liquor regulations, particularly those prohibiting service to minors, intoxicated persons and drunk driving.

• Complete opening side duties as assigned:

• Check quality and amount of all In Room Dining stock and supplies using checklist.

• Fold/stack In Room Dining napkins.

• Requisition all necessary supplies and transport from storeroom to In Room Dining.

• Set tables and trays.

• Shine/Polish silverware and glasses for service

• Set up all condiments (butter, jellies, syrups, juices) and beverages (alcoholic and non-alcoholic).

• Ensure a sufficient supply of all linen, silverware, glassware and chinaware, S&P shakers, sugar caddies for service.

• Check cleanliness and condition of all equipment for use in In Room Dining area, rectify any deficiencies.

• Ensure all flowers and decorative items are fresh for guest and resident use.

• Retrieve all food orders from kitchen and place on table/tray.

• Retrieve all alcoholic beverage items from bar and place on table/tray in accordance with the departmental standards.

• Transport tables/trays to and from In Room Dining area to guest and resident rooms, ensuring all standards of food presentation are maintained and that no spillage occurs.

• Enter the guest and resident room and place the table/tray by following the established departmental procedures.

• Serve the food items and beverages to the guest and resident in compliance with standards and steps of service.

• Properly open and serve wine/champagne bottles in compliance with standards and steps of service..

• Set up and deliver amenities to designated rooms.

• Monitor and maintain cleanliness, sanitation and organization of all service areas, guest and resident rooms and guest and resident corridors.

• Transport all tables/trays from guest and resident rooms to In Room Dining area as assigned.

• Clean and reset tables/trays, maintaining sufficient supply in the In Room Dining area.

• Collect and report tips at the end of the assigned shift.

• Complete closing side duties:

• Properly store all reusable goods.

• Breakdown all goods.

• Clean all equipment as assigned in the side duties.

• Restock items for next service.

• Remove all dirty linen; fold napkins.

• Reset tables/trays for the next shift.

• Ensure transmission of food orders is verified by Kitchen.

• Complete Set-ups for suite as instructed whether it be espresso, coffee, pantry set-ups.

• Complete guest requests as delegated by the Order taker and the manager on duty i.e Ice buckets, ice packs, glassware/china

• Remove guest trays/tables upon guest request or instruction from Order Taker/Manager on duty in compliance with standards and steps of service.

• Interact in courteous and professional manner with all guests, staff and community members.

• Respond in courteous, professional and rapid manner in order to resolve all guest and staff difficulties.

• Perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.

• Maintain clean and safe work area.

• Models the company’s culture, vision, mission and core values at all times.

• All other duties as required.

JOB REQUIREMENTS

Health & Safety & Risk Management

• Be aware of and comply with safe working practices as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.

• The wearing of appropriate clothing provided by or recommended by the Company will be obligatory.

• Report any defects in the building, plant or equipment according to hotel procedure.

• Ensure that any accidents to associates, guests or visitors are reported immediately in accordance with correct procedures.

• Attend Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.

• Maintain a wide variety of confidential information concerning the company, guests and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests and associates, unless otherwise stated.

Other

• Comply and adhere to the Rosewood company policies.

• Take on other tasks in addition of the ones stated, in a reasonable framework.

• Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.

• Model the company’s culture, vision, mission and core values at all times.

• While this job description is intended to be an accurate reflection of the duties involved in this position, the Company reserves the right to add, remove or alter duties when business need dictates.

• As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

• Ability to work a flexible schedule to include days, evenings, weekends and holidays as needed.

General Skills

Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Technical Skills

• Knowledge Ability to perform job functions with attention to detail, speed and accuracy; ability to prioritize, organize and follow through; ability to be a clear thinker, remain calm and resolve problems using good judgment; ability to work well under pressure of meeting production schedules and timelines for guests' hot food orders

• Ability to maintain good coordination; ability to transport cases of received goods to the workstation; ability to work an 8-12 hour shift in hot, noisy conditions

• Ability to work with all products and food ingredients involved; ability to use all senses to ensure quality standards are met

• Ability to differentiate dates; ability to operate, clean and maintain all equipment required in job functions

• Ability to comprehend and follow recipes; ability to perform job functions with minimal supervision; ability to work cohesively with co-workers as part of a team

Language

Required to speak, read and write English, with fluency in other languages preferred.

Physical Requirements

• Must be able to exert physical effort in transporting 50 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

• Kitchen Environment- constantly exposed to heat, high cold, slippery surfaces and appliances such as stove, oven, dishwasher, cooking top, as well as cleaning tools.

Work Management

• Ability to manage multiple tasks

• Can meet deadlines

• Thinks globally

Creates work environment that:

• Energizes, motivates and supports employees

• Foster a climate of open communication, trust and respect

• Encourages team behavior

• Effectively communicates with all levels

• Is culturally aware and sensitive

Qualifications

• Diploma/Some College or an equivalent combination of education and work-related experience.

• Licenses & Certifications: California Responsible Beverage Service (RBS) Certificate & California Food Handler Card, preferred.

• Minimum 21 years of age to serve alcoholic beverages

Experience

• Minimum three years’ experience in restaurant service preferred

• Hotel operational exposure (i.e. F&B) preferred

• Experience with a luxury or ultra-luxury property or brand preferred

Rosewood Sand Hill, a luxury hotel in Menlo Park, California, opened in 2009. Nestled on 16 acres of pristine property in Silicon Valley, the five-star rated hotel offers a retreat for Bay Area executives and entrepreneurs, as well as local residents and visitors. The historic California ranch-style architecture melds with fragrant gardens and stunning views of the Santa Cruz Mountains to create a unique atmosphere that appeals to all types of guests.

Rosewood Sand Hill provides 121 guest rooms that are perfect for relaxing or rejuvenating with resort-like amenities and high-quality service. Guests can indulge at Sense, A Rosewood Spa®, or delight in the freshest local ingredients at Madera Restaurant. There are many different experiences available at this beautiful property; whether you're looking for a peaceful getaway or a lively place to dine and drink, Rosewood Sand Hill has something for everyone.