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Overview: Take room service orders over the phone. Answer questions on menu selections and check with kitchen staff. Answer guest questions or concerns regarding various wines' origin, vintage, and style. Place and log call back for room service order. Notify guests and management of delays in service delivery. Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen. Maintain cleanliness of work areas throughout the day. Record transactions in the MICROS system at the time of order. Complete all closing reports, including MICROS reports. Process all payment methods. 

Essential Duties and Responsibilities:

• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Accurately take Guest orders by means of Phone, and ensure that Guest name, Room number, time of Guest order, and Delivery timings are registered. Follow established phone courtesy standards and actively sell food and beverage using up-selling techniques.
• Answer telephone calls within three rings, using correct salutations and telephone etiquette. If two or more calls come through simultaneously, ask the first guest to be placed on hold, then pick up the lines and ask the guests to be placed on a brief hold while taking the first caller's orders.
• Make knowledgeable, informed, and articulate recommendations and suggestions regarding all menu items. Offer information on all menu items and beverage items, help guests with food and wine Pairings, and advise guests with an approximate time frame for delivery.
• When a guest orders Room Service, handwrite the order with all specific instructions on the appropriate order form.
• Take ownership of any special Guest request or Guest menus and always inform and refer to the Manager on duty.
• All menu items offered, including daily specials (it is your responsibility to have this information on a daily basis).
• Any menu items that are not available (you should be asking the Chef for this information on a daily basis).
• Ensure all amenities are delivered to the correct guest and room using the hotel PMS system.
• Common allergies, and what to offer to substitute items to avoid allergic reactions and communicate all allergies to the Chef and Manager on duty.
• Co-ordinate with housekeeping for pick-up of Guest trays and Tables after completion of guest meals. Maintain the pick-up log and follow up with service staff for tray pick-ups.
• If a guest calls for information or services other than In Room Dining (bathrobe, shaving cream, etc.), quickly and politely assist the guest by calling the appropriate department.
• If an order takes longer than the quoted time, the guest must be called and told when to expect said order.
• If a guest calls to order amenities, cakes, or flowers, fill out the appropriate form and follow appropriate procedures by informing all departments involved. Log all orders and amenities on the outside order form.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Obtain all designated information to place an order through the hotel’s point of sales system (Micros). Input Guest orders in Micros and issue guest check for each order with the time stamp on the back of the check. Ensure all special guest requests are explained to the kitchen via Micros. In case of guests with dietary restrictions, inform the Manager on duty and the Chef.
• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
• Call guest after 35 minutes of receiving service (not before 9 am or after 9 pm) to inquire for feedback on quality and service and ask if the table/tray may be removed.
• Participate in quality control activities. 
• Interact courteously and professionally with all guests, staff, and community members. 
• Respond courteously, professionally, and rapidly to resolve all guest and staff difficulties. 
• Perform various duties, often changing from one task to another of a different nature without loss of efficiency or composure. 
• Maintain clean and safe work area and grooming standards.
• Models the company’s culture, vision, mission, and core values.
• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• All other duties as required.

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 the 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, and sometimes close 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; perform job functions with minimal supervision; 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 30 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary 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, and cleaning tools.

Qualifications:

• Diploma/Some College or an equivalent combination of education and work-related experience.
• Must have current and valid Food Handlers and Responsible Beverage Service Certification.
• Minimum 21 years of age to pour alcoholic beverages.

Experience:

• Minimum two years experience in restaurant service.
• Hotel operational exposure (i.e., F&B) is preferred.
• Experience with a luxury or ultra-luxury property or brand preferred

The pay scale for this position is between $16.50 and $17.00/hour plus tips, etc. This is the pay range for this position that the Hotel reasonably expects to pay.

Rosewood Miramar Beach requires all associates to be up to date on their COVID-19 vaccination, including receiving a booster if eligible. Accordingly, applicants will be required to submit proof of vaccination prior to beginning employment and may only begin employment if fully vaccinated. In accordance with the law, Rosewood Miramar Beach will accommodate applicants and employees who cannot be administered the COVID-19 vaccine for medical or religious reasons, if to do so would not be an undue hardship. Applicants should contact anita.kwok@rosewoodhotels.com if they have questions about this requirement or wish to request an accommodation under the law.

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Situated on one of the most beautiful and exclusive beaches in Southern California, Rosewood Miramar Beach is located in Santa Barbara’s picturesque Montecito community. The 16 acre residential-style estate is designed with style, grace and glamour featuring 161 ultra-luxury guest-rooms and suites, including beachfront accommodations, a collection of signature suites and multi-bedroom bungalows. Amenities include Sense, A Rosewood Spa, a state-of-the-art fitness studio, two cabana-lined pools and bespoke beach service on the sandy shores of Miramar Beach. Home to six unique dining venues, Rosewood Miramar Beach is a popular culinary destination for locals and visitors alike, with its beachfront restaurant, al fresco beach bar, sophisticated cocktail lounge, casual poolside dining experience and delightful poolside ice cream shop serving classic American fare. Expansive indoor and outdoor event space, totaling approximately 28,000 square-feet, includes the Chandelier Ballroom with over 6,500-square-feet, and the Great Lawn, which offers infinite ocean views. Attentive Estate-Style™ service makes Rosewood Miramar Beach the perfect destination for celebrating life’s moments in highly personalized settings. Rosewood Miramar Beach is owned by Caruso and managed by Rosewood Hotels and Resorts.