Description
As the global leader in the cruise industry, our crew members lead the way in innovative and sustainable cruising to deliver memorable vacations and build borderless connections.
The Room Service Operator role is a pivotal point of contact when guests call to order food, or beverages and require dining services in their rooms. Duties include taking food and beverage orders and responding to guest's needs/requests in a timely and courteous manner, while also upselling whenever possible. Room Service Operator is required to communicate effectively and guide Dining Service Attendants in the Room Service. Ensures effective and efficient communication with Restaurant Management and the Main Galley Sous Chef. Additional responsibilities include administrative tasks (tracking, reporting, maintaining logs) and adhering to all established standards and procedures.
Key Responsibilities
- Answer Phone Calls: Professionally and courteously handle phone calls following proper phone etiquette.
- Room Service Orders: Take orders for room service deliveries and ensure timely dispatch by coordinating with the delivery team. Follow up with guests to check their experience after delivery.
- Upselling: Consistently upsell whenever opportunities arise.
- Guest Assistance: Provide guests with requested information promptly.
- Familiarization: Stay informed about daily brochures and emails to assist guests effectively.
- Dining Service Coordination: Coordinate, assist, and guide Dining Service Attendants in Room Service. Report challenges directly to the Assistant Maître D’.
- Communication: Effectively communicate food-related challenges to the Main Galley Sous Chef.
- Inventory Management: Perform an accurate inventory of revenue items for the next shift.
Skills, Knowledge & Expertise
- Work Effectively and Constructively: Collaborate across the organization, both shipboard and corporate.
- Leadership: Proficient in leading and motivating staff.
- Adaptability: Quick thinking and flexibility to handle constantly changing priorities.
- Guest Relations: Genuine interest in assisting guests, handling complaints, and managing difficult situations.
- Strong Leadership Skills: Demonstrates strong organizational, multi-tasking, and presentation abilities.
- Documentation: Proficient in writing and producing operational documentation.
About Holland America Line
Holland America has been showing guests the world’s rare and renowned treasures for over 150 years. The premium cruise line calls on more than 450 ports in nearly 100 countries across all seven continents and offers itineraries ranging from short getaways to around-the-world Grand Voyages. On board Holland America’s perfectly sized ships, guests will find fresh regional cuisine featuring locally sourced ingredients while enjoying the cruise line’s award-winning, personalized service. Once the sun goes down, they’ll have their pick of music venues boasting some of the most recognizable names in the industry: B.B. King’s Blues Club; Rolling Stone Lounge; and Billboard Onboard. Holland America is based in Seattle, Washington.
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