Gaylord Hotels is a multi-location hospitality brand guided by a single focus: extraordinary meetings and conventions. From guest rooms and meeting space, to entertainment and dining all in a self-contained environment, Gaylord Hotels makes meeting planning easy and provides attendees great networking opportunities. As a Gaylord Hotels STAR, you'll bring your warm smile, genuine excitement and a “consider it done” spirit to work. In return, you’ll experience the rewards of growing your career among a team of professionals with a passion for excellence. Ready for a change? Take the initiative. Enjoy the Rewards.
**Gaylord Entertainment**
**JOB DESCRIPTION**
**Job Title:**
Agent Customer Service IRD
**Department:**
F&B; Outlets - IRD
**Company:**
Gaylord Hotels
**Reports To:**
Asst GM Restaurant
**Supervises:**
N/A
**Job Description Date:**
10/03/06
**Job Purpose:**Two to three sentences describing the overall purpose of the job
Provide service to In Room Dining guests by taking accurate orders, providing suggestions and providing assistance with menu items.
**Job Responsibilities:**Maximum of ten responsibilities, in order of percentage of time spent on functions from longest to shortest; do not list anything that doesnot represent at least 10% of the job's time. Please include supervisory responsibilities.
1.
Answer incoming calls from guests, take in room dining orders and assist them
within room dining and hotel information.
2.
Up-sell orders by suggesting appropriate additions to orders to maximize
sales and guest satisfaction.
3.
Accurately key guest order information into computer order system.
4.
Record all guest payments collected by service staff and post all charges to
guest rooms.
5.
Expedite all orders to avoid any unnecessary time lags and eliminate long wait
times.
6.
Coordinate all pre-orders, logging proper times, guest names and
room numbers.
7.
Maintain thorough knowledge with the menu and provide accurate answers to all guest questions.
8.
Handle guest issues and notify management as needed.
9.
Responsible for calling each guest after the order delivery to ensure satisfaction.
10.
Perform other duties as assigned
**Job Qualifications:**Describe the minimum qualifications needed to complete the job responsibilities.
Education
High school diploma or equivalent preferred.
Experience
One-year customer service experience with and six months food and beverage experience preferred. A minimum of six months sales ortelemarketing experience preferred. Strong communication skills required.
Licenses/Certifications
Food Handlers Card may be required.
**Discretion & Independent Judgment:**Answer all questions and provide multiple specific examples.
**Question**
**Answer****(_If yes, give multiple examples)_**
Does this position have authority to formulate, affect, interpret, or implement management policies or operating practices?
No
Does this position have authority to commit the employer in matters that have significant financial impact?
No
Does this position have authority to waive or deviate from established policies and procedures without prior approval?
No
Does this position have authority to negotiate and bind the company on significant matters?
No
Is this position involved in planning long or short-term business objectives?
No
Does this position represent the company in handling complaints, arbitrating disputes or resolving grievances?
No
Does this position have authority to make an independent choice, free from immediate direction or supervision or make decisions orrecommendations that may occasionally be reviewed, revised or reversed?
No
**Physical Requirements:**Indicate requirements that are representative of those that must be met to successfully perform the essential duties of this job.
Ability to speak and hear. Close and distance vision. Frequent sitting with some walking and standing. Frequently lifts/carries up to 5lbs. Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills.
Additional physical and visual requirements (check all that apply)
Identify and distinguish colors
Stand for long periods of time
Walk extended distances
Lift/carry 6-25 lbs.
Lift/carry 26-50 lbs.
Lift/carry over 50 lbs.
x
Reach hands and arms in any direction
Kneel and/or stoop repeatedly
Other
**Working Conditions:**Indicate the environmental aspects of the job.
Continually works inside and in close proximity to others.
Additional working conditions (check all that apply)
Outdoor weather conditions
Extreme cold (non-weather)
Extreme heat (non-weather)
x
Wet or humid conditions
Near moving or mechanical parts
On high precarious places
x
With fumes or airborne particles
x
Near toxic or caustic chemicals
x
Near risk of electrical shock
Near loud noises
In areas of strong vibration
X
Other: Varying schedule to include evenings, holidays and overtime as business dictates.
While this job description is intended to be an accurate reflection of the requirements of the job, management reserves the right to add or remove dutiesfrom particular jobs when business need dictates.
*Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.*
*Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.*
*Job:* Food and Beverage Services
*Primary Location:* USA-MD-Oxon Hill-Gaylord National Resort & Convention Center
*Organization:* Gaylord
*Schedule:* Full-time
*Job Posting:* Aug 18, 2014, 7:37:48 AM
*Req ID:* 14001IOM