Marriott
Room Service Server - The London EDITION
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Position Summary
The Events & Room Service Server is responsible for delivering a five-star luxury lifestyle guest service experience for our guests, serving food courses (breakfast, coffee breaks, buffet, and/or plated lunches, dinners, and receptions in all our different event spaces) and delivering non-alcoholic and alcoholic beverages. The role also involves preparing equipment and inspecting the cleanliness and presentation of all china, glass, and silver prior to use. Other duties include having an extensive knowledge of the available menus (including allergens) and the ability to communicate these both to guests and internally to our kitchen team.
When working in our events spaces, the role involves monitoring and maintaining the cleanliness of assigned tables or buffet tables, including ensuring courses and tables are cleared properly. The Room Service and Events Server is also responsible for setting, clearing, and resetting event spaces for following events or days.
When delivering Room Service, the employee is responsible for the delivery of room service orders to guests, actively upselling to each guest at each correct opportunity to maximize revenue and service goals. Communication with the kitchen regarding special requests, allergens, product availability, and length of wait is essential.
As an entry-level position and as a key member of the hotel's service team, it is the employee’s responsibility to use initiative and a proactive approach to ensure we always give our guests an exceptional, unique, and original experience in our Events areas and Room Service.
Critical Tasks
Safety and Security
- Report work-related accidents or other injuries immediately upon occurrence to manager/supervisor.
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
- Complete appropriate safety training and certifications to perform work tasks.
- Identify and correct unsafe work procedures or conditions or report them to management and security/safety personnel.
- Follow property-specific procedures for handling emergencies (e.g., evacuations, medical emergencies, natural disasters).
- Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
- Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
Policies and Procedures
- Protect the privacy and security of guests and coworkers.
- Follow company and department policies and procedures.
- Maintain confidentiality of proprietary materials and information.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Ensure uniform, nametags, and personal appearance are clean, hygienic, professional, and in compliance with company policies and procedures.
- Perform other reasonable job duties as requested by Supervisors.
Guest Relations
- Address guests' service needs in a professional, positive, and timely manner.
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Assist other employees to ensure proper coverage and prompt guest service.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property-specific processes to resolve issues, delight, and build trust.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Thank guests with genuine appreciation and provide a fond farewell.
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Communication
- Speak to guests and co-workers using clear, appropriate, and professional language.
- Provide assistance to coworkers, ensuring they understand their tasks.
- Talk with and listen to other employees to effectively exchange information.
- Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Working with Others
- Support all co-workers and treat them with dignity and respect.
- Partner with and assist others to promote an environment of teamwork and achieve common goals.
- Develop and maintain positive and productive working relationships with other employees and departments.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.
Physical Tasks
- Stand, sit, or walk for an extended period of time or for an entire work shift.
- Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.
General Food and Beverage Services
- Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
- Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen.
- Follow appropriate procedures for serving alcohol.
- Sets room service tray tables according to the type of event and service standards, including types of linens, glassware, plate/chinaware, and silver/flatware, ensuring all supplies meet quality standards.
- Sets Event spaces according to brand standard for the particular type of event taking place.
Assists Management
- Communicate with guests, other employees, or departments to ensure guest needs are met.
- Ensure staff is working together as a team to ensure optimum service to guests.
Greeting and Seating
- Thank every guest upon departure, invite them to return, and wish them a fond farewell.
- Complete closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning equipment to proper locations, locking refrigerators, restocking items, turning off lights, locking doors, and completing daily cleaning checklist.
- Ensure set up is according to the following events BEO.
- Check with supervisor or manager before leaving at the end of shift.
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Steps of Service
- Monitor and maintain the cleanliness of assigned tables and buffet, including ensuring courses are cleared according to department standards and tables are properly cleaned when appropriate.
- Accurately follow Room Service cycle of service when delivering any order.
- Present physical and accurate check and process payment, adhering to all cash handling and credit policies/procedures, including added and received gratuity.
- Check in with guests to ensure satisfaction with each food course and/or beverages.
Critical Competencies
Interpersonal Skills
- Customer Service Orientation
- Team Work
- Diversity Relations
- Interpersonal Skills
Communications
- Communication
- Listening
Personal Attributes
- Dependability
- Positive Demeanor
- Safety Orientation
- Integrity
- Presentation
- Stress Tolerance
- Adaptability/Flexibility
Physical Abilities
- Proper Lifting Techniques
Preferred Qualifications
- Education: High school diploma/GED equivalent.
- Related Work Experience: At least 2 years of related work experience.
- Supervisory Experience: No supervisory experience is required.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
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About EDITION Hotels
EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality. EDITION delivers the best of both worlds in a delicate balancing act – polish with personality, perfectionism with individualism, and comfort with charisma and charm. The brand targets sophisticated, knowledgeable consumers who understand quality, originality, design, and service excellence, but who want it without limitations – breaking the bounds of convention and demanding an attitude and a feeling wrapped in a package that showcases the exceptional.
But to create this magical experience, we need you. We are looking for outgoing, authentically amazing people who are looking for a place to work that inspires them, challenges them, and makes them proud to come to work. A place where service comes from the heart, not from a handbook. A place that delivers a never-ending theatrical performance that continuously delights and enchants each and every one of our guests.
We invite you to join us today. In joining EDITION, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
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