In Room Dining Sales Member - On Call

POSITION OVERVIEW

The Sales Member is responsible for answering guest calls following call center service standard guidelines.  Sales Members are responsible for accurately determining the guest’s food and beverage requirements and enhancing the In Room Dining experience through a sincere use of sales and guest service techniques.  

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

• Promptly answer all incoming phone calls and providing a positive initial greeting with a sincere willingness to assist
• Responsible for accurately obtaining details of the guest’s needs via the phone by asking appropriate questions and providing informative responses to determine each guest’s specific food and beverage requirements
• Responsible for communicating the guest’s detailed food and beverage requirements through the point-of-sale system including guest name, room number, number of guests and the requested/promised time of delivery
• Thoroughly understand and explain the menu items and preparations
• Responsible for determining guest billing information and/or payment status
• Display knowledge of the resort, hotel features, and services including all outlets, hours of operation, activities, and events
• Required to work Dispatch and Amenity assignments in rotation
• Dispatch responsible for accurately tracking all In Room Dining deliveries and retrievals via the In Room Dining Turn Sheet / Retrieval Matrix
• Responsible for monitoring HotSOS and radio/pager systems, dispatching Bus Persons or Food Servers for guest timely table retrieval
• Responsible for administration of the In Room Dining amenity program through report generation in the HMS property management, Alice, and InfoGenesis point of sale systems
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• High School diploma or equivalent 
• Minimum of one (1) year experience working in In Room Dining or equivalent
• Excellent communication and customer service skills
• Ability to work efficiently within a team driven environment
• Ability to understand and explain menu items and preparations
• Highly organized and ability to take food orders and make recommendations to create a complete In Room Dining experience
• Ability to apply positive personalized service to every guest’s interaction
• Passion for guest service and hospitality service industry
• Must be willing and able to work a flexible schedule to include holidays, nights and weekends
• Work in a fast-paced, busy, and somewhat stressful environment

SUPERVISORY RESPONSIBILITIES                  

This position will not have any supervisory responsibilities.

DIVERSITY COMMITMENT 

Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for our Members. We believe our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be intentionally integrated into our work. We foster a culture of difference and diversity of identity, experience, and perspective, while actively striving for inclusive behaviors across our Company. By promoting these values and continuously pushing for better, we aim to create a positive work environment that encourages equality, inclusion, empowerment, and respect.  

CERTIFICATES, LICENSES, REGISTRATIONS

Member must be able to qualify for licenses and permits required by federal, state, and local regulations.

LANGUAGE SKILLS 

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

REASONING ABILITY 

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS  

The physical demands described here are representative of those that must be met by a Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Member is regularly required to stand and use hands and fingers to handle or utilize objects, tools, or controls. The Member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision and peripheral vision.

The Member must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Member encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Member could be exposed to an environment containing unrestricted secondhand tobacco smoke.

PAY TRANSPARENCY 

Fontainebleau Las Vegas believes in developing and supporting our talent into the future. Our compensation program is designed to attract, motivate, and retain talented Members who are the driving force behind the Company's success. We strive to provide market-competitive compensation. Salary will be commensurate with experience and skill set, considering a candidate's qualifications, skills, competencies, and experience, as well as internal equity and market data alignment.

In alignment with our Company culture, we will strive to communicate openly about the goals of the Company and the design of the compensation program. The compensation process is designed to be fair and simple so that all Members and managers understand the Company's goals and future career development opportunities for upward mobility.

SALARY

$28.03 per hour