TRAVEL + LEISURE WORLD’S BEST AWARDS 2022
#1 City Hotel in Greater Los Angeles and #7 City Hotel in the Continental U.S.
L’Ermitage Beverly Hills has been a part of the fabric of Beverly Hills since 1975. We embrace the qualities of a warm, welcoming residence with our signature all-suite offering, residentially inspired layouts, unique art collection, top-of-the-line amenities, and service points that feel impossibly (and perfectly) tailored. When you are here, whether as a guest or a team member, you are home.
Come serve with us! Full-time employees are eligible for Paid Time Off, Medical, Dental, and Vision Benefits, and 401k Match. We provide free parking, free metro/bus passes, uniforms, and free shift meals! What will you be doing?Responsible for taking In Room Dining orders, ensuring the highest levels of accuracy and guest satisfaction. The In-Room Dining Coordinator will work as part of the Food and Beverage team to successfully execute Private Dining operations. Job tasks include but are not limited to answering multiple phone lines in a professional manner and within the 5-Star/5-Diamond guidelines of service expectation, understand and explain menu items to our guests in order to suggest proper recommendations, inputting guest orders and posting proper charges to the POS system, ensuring accurate communication of orders to kitchen and receipt of orders by Servers, settling checks to the proper guest folio and maintain accountability for all transactions in accordance with Hotel and accounting standards, and track orders to ensure service standards for delivery and pick-up are being met. The In-Room Dining Coordinator will continually work with the Food and Beverage team to improve guest, owner and colleague satisfaction and maximize the financial performance of the department.
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain knowledge of Food & Beverage Outlet Menus/Menu items or changes in Menus.
Ensure compliance of local and Company sanitation standards.
Strive for continuous improvement and excellence in all areas of responsibility
Answer the telephone in the correct number of rings according to 5-Star/5-Diamond standards and to speak in a clear, professional manner addressing the guest by name.
Taking the order from the guest correctly and to read back the order to confirm it is correct.
Ensure that the order has been input into the POS and is accurate.
Advise the guest how long it will take before the order is delivered
Ensure the order is passed to the Culinary team and In-Room Dining Servers promptly.
Keep a track of orders and follow up if any are delayed. If there is a delay to ensure that the guest is advised and that the proper colleagues are aware.
Comply with performance standards, policies and procedures in Food & Beverage.
Maintain a working relationship with all departments in the hotel.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Be familiar with all hotel services/features and local attractions/activities to respond to guest inquires accurately.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Inspect Private Dining tables and stations, ensuring that all set ups meet the department standards.
Follow up with guest to ensure satisfaction with order and follow up on corrections.
Answer telephone courteously and efficiently as specified in departmental standards.
Take, record and confirm orders as specified in departmental standards.
Accommodate all requests for information courteously.
Communicate V.I.P. arrivals and special requests to designated personnel for follow up.
Monitor and ensure that all aspects of service conform to departmental standards. Notify respective personnel for problems to be corrected.
Ensure tables are picked up after appropriate amount of time has passed.
Skills/Knowledge Required:
The ability to listen to, assess, and appropriately respond to information conveyed through speech.
The ability to communicate effectively in English with guests, managers and colleagues
Working knowledge of Food & Beverage and Room Service operational procedures and standards is preferred.
Ability to use standard point-of-sale applications and hotel systems.
Flexible schedule - Willing and able to work shift duties that may include evenings, nights, Overnights, weekends and holidays.
Ability to:
Focus attention on guest needs, remaining calm and courteous.
Promote positive relationships with colleagues and all guests who interact with the In-Room Dining department in person and by telephone.
Multitask, think clearly, quickly, and maintain concentration in busy situations.
Focus attention on details.
Suggestively sell selected food and beverage items.
Maintain confidentiality of guest information and pertinent hotel data.
Perform job functions with minimal supervision.
Physical Requirements:
Must be able walk, stand and exert well placed mobility
Must be able to bend, stoop, squat and stretch
Must be able to occasionally lift up to 25 lbs.
Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity
Qualification Standards:
Experience: Minimum 1 year experience in similar position preferred
Licenses or Certificates: TIPS and ServSafe certified
Grooming: All colleagues must maintain a neat, and well groomed appearance (specific standards will be provided)