On-Call Guest Services Ambassador; In Room Dining - Langham

Position: On-Call Guest Services Ambassador (In Room Dining) - The Langham, New York
Location: New York

On-Call Guest Services Ambassador (In Room Dining) - The Langham, New York

Pay: $27.20/hr (based on skills and experience). For more information about the property, visit Langham, New York

About Langham Hospitality Group

A wholly‑owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East. The Langham, New York offers modern luxury on Fifth Avenue and is recognized for its genuine, personalized service in line with the culture and values of Langham Hospitality Group.

The hotel boasts spacious guest rooms with views of the Empire State Building, The Gallery event space and fine dining at Ai Fiori.

Job Overview

The objective of the On‑Call Guest Service Ambassador (In‑Room Dining) is to provide friendly, courteous and professional in‑room dining service to guests while maintaining a high level of service as per Langham Hospitality Group and Forbes standards.

Responsibilities and

Job Duties Telephone Sales Agent

• Promptly answer guests’ calls, announce specials, promote menu items and respond to questions regarding preparation methods.
• Document orders; repeat items back to callers to ensure accuracy and quote expected arrival time within set standards with speed and accuracy.
• Input order information into POS to allow culinary staff to begin preparation; note any special requests clearly.
• Assist service staff during peak periods by preparing service trays and generally ensuring prompt delivery.
• Respond to guest complaints positively, negotiate a compromise and implement a satisfactory solution for the guest.
• Keep immediate supervisor promptly and fully informed of any problems or unusual matters of significance that may require corrective action.
• Perform general cleaning tasks using standard hotel cleaning products assigned by supervisor to adhere to health standards.
• Perform other duties as requested, such as special guest requests.
• Report to duty as scheduled by direct supervisor according to operating hours.
• Be fully versed in all service standards.

Server

• Have knowledge of the menu and follow setup procedures.
• Deliver food and beverage items as requested by guests and remove soiled dishes in a timely manner in accordance with set standards.
• Assemble a weekly order sheet of all items needed for the week.
• Clean and maintain a well‑organized storeroom.
• Properly rotate all stock items both in the storeroom and the carts.
• Check expiration dates on all items to ensure guests receive fresh products; remove outdated items immediately from guestrooms and storerooms, and report to the Supervisor or Banquet Chef.
• Complete a guest room security checklist to ensure no rooms are left open.
• Follow the Key Procedure, including signing a “key issue form” acknowledging responsibilities for the key and the procedure for theft or lost key.
• Help maintain the room service carts for cleanliness, luxury presentation and functionality.
• Attend all department and colleague meetings.
• Observe safety and security procedures, report potentially unsafe conditions and use equipment and materials correctly.
• Perform other duties as assigned by direct supervisor.

Physical Demands

• Activities include standing, reaching, bending, pushing, pulling, handling, grasping, lifting, carrying, seeing, hearing, talking and walking.
• Requires the ability to lift and carry objects weighing up to 50 pounds.
• Standing for 90% of the work shift is required.

Special Skills Required

• Basic knowledge of food and beverage preparation.
• Basic knowledge of POS systems such as Micros.
• Basic English language writing skills necessary for requisitions, balance sheets and vouchers.
• Sufficient manual dexterity for knife use, glassware handling, scooping ice, mixing drinks and reaching overhead.
• Ability to read, speak and understand English for communication with guests and staff.
• Ability to remember and promote the variety of menu items.
• Ability to work standing and in confined spaces for long periods.
• Ability to operate beverage equipment: coffeemaker, iced tea machine, etc.

Education Required

• Any combination of education, training or experience equivalent to high‑school graduation, or any other combination that provides the required knowledge, skills and abilities.
• High school diploma preferred.

Experience Required

• Prior Food and Beverage experience required.
• Room Service experience in a luxury hotel preferred.

Licenses or Certificates

• TIPS certification a plus.
• Ability to obtain any government‑required license or certificate.
• CPR Certification and/or First Aid Training preferred.

Rate of pay: $27.20 per hour.

EOE, including disability/vets.

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