Room Service Waiter – Waitress / In Room Dining (IRD) Server – Job Description

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Job Description, Duties, Interview Questions and Salary for Room Service Waiter / Waitress

The role of a Room Service Order Taker or In Room Dining Order Taker is vital to ensuring guests have an enjoyable and comfortable stay at a hotel. These individuals are responsible for taking orders from guests for meals and drinks that will be delivered to their rooms.

To excel in this role, one must possess excellent communication skills, customer service skills, and have a thorough knowledge of the hotel’s menu and offerings. It’s also important for them to be able to work well under pressure, as they will often receive multiple orders at once and must ensure they are accurate and delivered in a timely manner.

In addition to taking orders, Room Service Order Takers and In Room Dining Order Takers may also be responsible for setting up and delivering the orders to the guest’s room. They must do so with care and attention to detail, ensuring that the order is complete and presented in an attractive and appetizing manner.

Overall, the role of a Room Service Order Taker or In Room Dining Order Taker requires a combination of hospitality, communication, and organizational skills. Those who excel in this role can help create a memorable experience for guests and contribute to the success of the hotel.

As a Room Service Waiter, you are responsible for preparing orders, setting trays, and delivering items to guest rooms attentively and efficiently, and ensuring to provide excellent quality service as per the Hotel Standard operating procedure.

Additionally responsible for maintaining cleanliness at work and guest areas by clearing, collecting, and returning food and beverage items to the proper area. Also, serve food courses and beverages to guests.

Room Service Waiter or In Room Dining (IRD) Server Waiter Duties and Responsibilities:

  • Set tables, and trays according to the type of food ordered and the hotel’s service standards.
  • Performs opening and closing procedures established for the department.
  • Accurately records, pre-checks, and picks up all food and beverage orders.
  • Check-in with guests to ensure satisfaction with each food course and/or beverage.
  • Responsible for cleaning and removing the trolleys/trays from guest rooms and corridors.
  • Serves guests their food and beverages in a prompt, courteous manner as per the standard sequence of service.
  • Present physical and accurate checks to guests and complete the payment process.
  • To be able to immediately monitor guest comments and pass them on to your Superior, and be proactive in solving problems whenever possible.
  • To have full knowledge of the food & beverage items & their specifications, menu prices, recipes and style of service, etc.
  • To have a thorough understanding and knowledge of all food and beverage items on the menu and the ability to recommend Food and beverage combinations and also up-sell alternatives.
  • Check with the guest regarding the satisfaction of the meal. 
  • Report guest complaints immediately to the supervisors and ensure follow-up is performed with the guest.
  • Complete closing duties, including restocking items, turning off lights, etc.
  • Maintain cleanliness of work areas, chinaware, glassware, etc., throughout the day.
  • Report cleanliness and maintenance issues to the immediate supervisor.
  • Assist in carrying out scheduled inventories of products and operating equipment.
  • Ensure that the place of work and surrounding area is kept clean and organized at all times.
  • Ensure proper appearance and grooming while on duty.
  • Ensure to have minimum wastage and breakage.
  • Ensure communication between the Kitchen, Order taker, and service team members.
  • Monitor operating supplies, and equipment and reduce spoilage and wastage successfully.
  • Being knowledgeable in operating the hotel point of sales (POS) system, other order-taking systems or handheld devices, inventory software, etc.
  • To ensure a very good relationship between the Operations floor, the Kitchen & Front of the House. 
  • Assist in carrying out scheduled inventories of products and operating equipment.
  • Perform any other assigned reasonable duties and responsibilities as assigned or as requested by Supervisors.

Position Title: Room Service Waiter / In-Room Dining (IRD) Server

Reports To: Room Service Captain / IRD Captain

Prerequisites:

Should have excellent communication skills.

Speak with others using clear and professional language. 

Flexibility to work for longer hours as per business demand.

Be courteous, and professional and provide efficient service.

Education:

Hotel Management diploma holder or similar qualification. Knowledge of computers, POS – Point of sales system, and inventory software.

Experience:

1 to 2 years experience as a Junior Waiter/Waitress in a full-service hotel preferred.

Interview Questions for Room Service Waiter or In-Room Dining (IRD) Server position:

When interviewing candidates for a Room Service Waiter/Waitress or Room Dining (IRD) Server position, it’s crucial to assess their customer service skills, attention to detail, and ability to provide a positive in-room dining experience. Here are some interview questions you might consider:

Customer Service and Communication:

  1. Can you describe your experience as a waiter/waitress or server, particularly in a room service or in-room dining setting?
    • Look for candidates with relevant experience and a customer-focused attitude.
  2. How do you ensure a positive and personalized experience for guests when delivering in-room dining services?
    • Assess their commitment to customer satisfaction and creating a pleasant dining experience.
  3. Can you share an example of a time when you had to handle a special request or accommodation for a guest during in-room dining service?
    • Evaluate their ability to adapt to guest needs and provide exceptional service.

Menu Knowledge and Recommendations:

  1. How familiar are you with the menu, and how do you stay informed about daily specials or changes to the offerings?
    • Assess their knowledge of the menu and their ability to make informed recommendations.
  2. How do you handle dietary restrictions or specific guest preferences when taking and delivering orders?
    • Evaluate their ability to accommodate diverse guest needs.

Attention to Detail and Order Accuracy:

  1. What steps do you take to ensure the accuracy of orders, from taking the initial order to delivering it to the guest’s room?
    • Assess their attention to detail and commitment to order accuracy.
  2. Can you provide an example of a time when you had to resolve an issue related to order accuracy or guest satisfaction during in-room dining service?
    • Evaluate their problem-solving skills and ability to handle challenges.

Efficiency and Time Management:

  1. How do you manage your time effectively to ensure timely delivery of in-room dining orders, especially during peak hours?
    • Assess their ability to handle a fast-paced environment and prioritize tasks.

Professionalism and Presentation:

  1. How do you maintain a professional appearance and demeanour when interacting with guests during in-room dining service?
    • Evaluate their professionalism and ability to represent the establishment positively.

Salary Information for Room Service Waiter or In-Room Dining (IRD) Server position:

Salaries for Room Service Waiters/Waitresses or In Room Dining Servers can vary based on factors such as location, type of establishment, and level of experience. As of January 2024, the average hourly wage for servers in the United States ranged from $8 to $20, with additional tips significantly contributing to overall earnings.

However, salaries can vary, and it’s advisable to check the latest salary data from reliable sources for the most up-to-date information. Keep in mind that specific industries or regions may have different salary ranges, so research is based on the relevant context.


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