Company Description
The Savoy, a Fairmont Managed Hotel, is one of the world's most iconic hotels. A renowned leaders in the hospitality industry, The Savoy has a reputation for outstanding service and excellence. Originally built in 1889, the hotel has a rich history and has played host to royalty, world leaders and legends of the stage and screen. Today, colleagues pride themselves on being innovative and inspirational, delivering the very best in five star luxury. Passionate about developing and promoting talent, The Savoy offers unwavering support and recognition to colleagues, as well as having a very competitive benefits plan.
Job Description
Job Title: Night In Room Dining (IRD) Coordinator
Department: Food & Beverage
Inspired and Supported by: In Room Dining Manager
Salary: £33,150
*Shift hours: 23.00 to 07.30
Your purpose will be:
As a night in room dining coordinator you will be responsible to co-ordinate all service requirements addressed to Room Service department, primarily responsible for taking guest orders over the telephone or verbally, processing these orders accurately and timely using the POS terminal during the nights. Making sure to communicate with the supervisor, butler and chef on duty regarding the orders and any special requests.
You will be accountable for:
1. Communicating with various other departments, using Micros & RMS app for room clearance, room changes, checking status of the rooms and amenity delivery.
2. Printing daily reports
3. Updating VIP list
4. Assisting the department with any other administration and any other duties as and when requested
5. Assisting the IRD manager with achieving high scores on various guest satisfaction surveys, recognizing repeat guests and following standard procedures
Your key responsibilities & contribution will be:
6. Answering all telephone calls and prioritising these calls
7. Directly dealing with guest requests and orders that must be done courteously, efficiently and promptly
8. Having good knowledge of in room dining menus and on-going promotions and offering in other F&B outlets
9. Providing recommendations and suggestions to guests upon requests
10. Be knowledgeable of all services, facilities and products offered by the hotel
11. Consider the satisfaction of all guests by ensuring prompt, courteous and efficient service at all times
12. Pay attention to guest orders, and know the menu thoroughly
13. Write down all information’s clearly and highlight special requests.
14. Communicate with the kitchen regarding menu questions, the length of wait, and product availability
15. Giving approximate delivery time to the guest according to the time evaluation system established by the Outlet Manager and the Sous Chef.
16. If the order has not been sent up by time, placing a call to the guest to apologies and to re-evaluate the delivery time.
17. Ensure correct posting in POS system for communication to the service and kitchen department, including all information including allergen and dietary requirements
18. Assist the department to drive guest satisfaction by providing consistent guest experiences.
19. Coordinating IRD Waiter/ Waitress`s and the butlers
20. Report positive and constructive guest feedback to the manager.
21. Promptly handle guest queries, complaints and all issues in a professional manner.
22. Have the knowledge and understanding to explain and perform upselling all items offered by the department assigned as well as offering alternatives or suggestions to guests.
23. Ensure proper handover is given to the next shift and also to the IRD manager.
24. Report cleanliness and maintenance issues to the immediate supervisor
25. Ensure that the IRD office and surrounding area is kept clean and organized at all times.
26. Ensure proper appearance and grooming while on duty.
27. Perform any other reasonable duties and responsibilities as assigned.
Qualifications
What you will need to do this role:
Essential:
28. Ability to communicate with the guests and anticipate their needs.
29. Ability to smile and diffuse anger naturally.
30. Should have very good telephone etiquettes.
31. Have an enthusiastic and positive personality.
32. Profound knowledge of customer service
33. Knowledge of food and beverage products.
Desirable :
34. Hotel Management diploma holder or similar qualification.
35. 2 to 3 years’ experience in similar role in a similar 5* hotel.
Please note that we believe in flexibility and multi skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.
Additional Information
What’s in it for you?
36. Competitive salary and benefits including pension and life assurance
37. 31 days of holiday including public holidays (increase to 33 days after 5 years)
38. Cashback scheme for everyday wellbeing/healthcare expenses including Perkbox
39. Special rates for Savoy colleagues and their friends & family and discount across Accor hotels worldwide
40. Fantastic colleague rates in Fairmont and Raffles hotels worldwide that includes friends & family
41. Free stay at The Savoy after successful completion of probation
42. 50% discount at our iconic American & Beaufort Bars
43. 50% discount at our world-famous Afternoon Tea
44. 50% discount at our spa and florist
45. 50% discount at Gordon Ramsay's River Restaurant and Savoy Grill
46. 20% at Gordon Ramsay restaurants outside the hotel and restaurant 1890
47. Laundry services & dry cleaning for uniformed and non-uniformed colleagues
48. Colleague gym facility and Virgin Active gym membership discount
49. Employee assistance programme
50. Annual optician reimbursements for eye tests and glasses
51. English language classes
52. Colleague restaurant
53. Local F&B, retail and gym discounts
54. Interfaith prayer room
55. Wellness room
56. Cycle to work scheme