job overview

Deliver room service food and beverage orders to guest rooms; also assist in the maintenance of room service area and equipment. Lead a shift of room service activities to ensure proper coverage and guest satisfaction.

At Intercontinental Hotels we want our guests to relax and be themselves which means we need team members to:

• Be you – by being natural, professional and personable in the way you are with people

• Get ready – by taking notice and using your knowledge so that you are prepared for anything

• Show you care – by being thoughtful in the way you welcome and connect with guests

• Take action – by showing initiative, taking ownership and going the extra mile

Duties and Responsibilities

FINANCIAL RETURNS

• Complete customer payment transactions as outlined in cash and charge procedures. Document legibly the guest’s order information on guest checks.

• May answer room service phones and record orders; utilize up-selling techniques to increase sales.

PEOPLE

• Assist in the scheduling and training of room service staff.

• Promote teamwork and quality service through daily communication and coordination with other departments. Coordinate VIP deliveries with appropriate departments.

GUEST EXPERIENCE

• Deliver and serve food and beverages to hotel guest’s room; set up and serve the order in the guest’s room according to specifications and standards.

• Alert Management of any service and/or safety issues. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction.

RESPONSIBLE BUSINESS

• May be required to retrieve trays from guest rooms and hallways within prescribed period of time.

• Describe all menu items, methods of preparation and prices as needed. Work within policy to accommodate guest’s special food requests.

• Perform set-up and closing side-work; stocks service station, makes coffee, etc. Preset trays as necessary; prepares flatware “roll-ups”.

• May assist with other duties as assigned.

QUALIFICATIONS AND REQUIREMENTS

Basic reading, writing and math skills and food service experience with general knowledge of restaurant operations.

This job requires ability to perform the following:

• Carrying or lifting items weighing up to 50 pounds

• Moving about the kitchen, corridors, elevators, etc.

• Handling food objects, products and utensils

• Bending, stooping, kneeling

Other:

• Communication skills are utilized a significant amount of time when interacting with guests, room service staff, cooks, and supervisor.

• Alcohol awareness certification and/or food service permit or valid health/food handler card as required by local or state government agency.

• Reading and writing abilities are utilized often when taking orders, completing paperwork, etc.

• Basic math skills are frequently used when handling cash and credit.

• May be required to work nights, weekends, and/or holidays.

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.