Company Description The Savoy, a Fairmont Managed Hotel, is one of the world's most iconic hotels.
A renowned leader 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 Title: Night In Room Dining (IRD) Coordinator Department: Food & Beverage Inspired and Supported by: In Room Dining Manager Salary: £34,360 including service charge *Shift hours: 23.00 to 07.30 Your purpose will be: As a night in room dining coordinator, you will be responsible for co-ordinating all service requirements addressed to the 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: Communicating with various other departments, using Micros & RMS app for room clearance, room changes, checking status of the rooms and amenity delivery.
Printing daily reports Updating VIP list Assisting the department with any other administration and any other duties as and when requested 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: Answering all telephone calls and prioritising these calls Directly dealing with guest requests and orders that must be done courteously, efficiently and promptly Having good knowledge of in-room dining menus and on-going promotions and offering in other F&B outlets Providing recommendations and suggestions to guests upon request Being knowledgeable of all services, facilities, and products offered by the hotel Considering the satisfaction of all guests by ensuring prompt, courteous, and efficient service at all times Paying attention to guest orders and knowing the menu thoroughly Writing down all information clearly and highlighting special requests Communicating with the kitchen regarding menu questions, the length of wait, and product availability Giving approximate delivery time to the guest according to the time evaluation system established by the Outlet Manager and the Sous Chef If the order has not been sent up by time, placing a call to the guest to apologise and to re-evaluate the delivery time Ensuring correct posting in the POS system for communication to the service and kitchen department, including all information including allergen and dietary requirements Assisting the department to drive guest satisfaction by providing consistent guest experiences Coordinating IRD Waiters/Waitresses and the butlers Reporting positive and constructive guest feedback to the manager Promptly handling guest queries, complaints, and all issues in a professional manner Having the knowledge and understanding to explain and perform upselling of all items offered by the department assigned as well as offering alternatives or suggestions to guests Ensuring proper handover is given to the next shift and also to the IRD manager Reporting cleanliness and maintenance issues to the immediate supervisor Ensuring that the IRD office and surrounding area is kept clean and organized at all times Ensuring proper appearance and grooming while on duty Performing any other reasonable duties and responsibilities as assigned Qualifications What you will need to do this role: Essential: Ability to communicate with the guests and anticipate their needs Ability to smile and diffuse anger naturally Very good telephone etiquette Enthusiastic and positive personality Profound knowledge of customer service Knowledge of food and beverage products Desirable: Hotel Management diploma holder or similar qualification 2 to 3 years' experience in a 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?
Competitive salary and benefits including pension and life assurance 31 days of holiday including public holidays (increased to 33 days after 5 years) Cashback scheme for everyday wellbeing/healthcare expenses including Perkbox Special rates for Savoy colleagues and their friends & family and discount across Accor hotels worldwide Fantastic colleague rates in Fairmont and Raffles hotels worldwide that includes friends & family Free stay at The Savoy after successful completion of probation 50% discount at our iconic American & Beaufort Bars 50% discount at our world-famous Afternoon Tea 50% discount at our spa and florist 50% discount at Gordon Ramsay's River Restaurant and Savoy Grill 20% at Gordon Ramsay restaurants outside the hotel and restaurant 1890 Laundry services & dry cleaning for uniformed and non-uniformed colleagues Colleague gym facility and Virgin Active gym membership discount Employee assistance programme Annual optician reimbursements for eye tests and glasses English language classes Colleague restaurant Local F&B, retail and gym discounts Interfaith prayer room Wellness room Cycle to work scheme #J-18808-Ljbffr
