Personal Dining Server

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate's portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry's most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

The Newbury Boston at One Newbury Street, located in the premier shopping and dining neighborhood of Boston's Back Bay is an iconic property originally opened in 1927 as one of the first Ritz-Carlton hotels in the U.S. and most recently was the Taj Boston. The building was recently transformed into a 286-room luxury hotel with 16,000-sq-ft of stunning event spaces, signature dining experiences and a reimagined front entrance on Newbury Street.

The Personal Dining Server is responsible for delivers and clears food and beverage orders to and from guest rooms according to hotel specifications, courteously and efficiently. Also assists in the maintenance of the In-Room Dining area and equipment.

Employees must at all times be attentive, friendly, helpful and courteous to all guests, managers and fellow employees.
• Have a thorough knowledge of menus and current specials in applicable outlets.
• Service guests with all food and beverage requirements in an attentive, courteous, and efficient manner.
• Maintain complete knowledge and comply with all departmental policies/service procedures.
• Maintain knowledge of Micros and manual systems.
• Complete opening side duties as assigned:
• Check quality and amount of all In-Room Dining stock and supplies using checklist.
• Fold/stack In-Room Dining napkins.
• Requisition all necessary supplies and put away supplies using first in/ first out rotation.
• Set tables and trays according to service standards.
• Set up all condiments (butter, jellies, syrups, juices) and beverages (alcoholic and non-alcoholic) according to service standards.
• Ensure a sufficient supply of all silverware, glassware and chinaware for service.
• Check cleanliness and condition of all equipment for use in In-Room Dining area, rectify any deficiencies.
• Ensure all flowers and decorative items are fresh for guest use.
• Retrieve all food orders from kitchen and place on table/tray in accordance with the departmental standards.
• Retrieve all alcoholic beverage items from bar and place on table/tray in accordance with the departmental standards.
• Transport tables/trays from In-Room Dining area to guest rooms, ensuring all standards of food presentation are maintained and that no spillage occurs.
• Enter the guest room and place the table/tray by following the established departmental procedures.
• Serve the food items and beverages to the guest in accordance with departmental standards.
• Open and serve wine/champagne bottles.
• Anticipate guests' needs, respond promptly and acknowledge all guests even when busy.
• Maintain positive guest relations.
• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• Handle guest complaints following the instant pacification procedures and ensuring guest satisfaction.
• Present check to guest for signature/payment. Adhere to all payment procedures established by Finance.
• Set up and deliver paid amenities to designated rooms.
• Retrieve tables and trolleys from the guest rooms in a timely manner
• Walk the floors of the hotel to ensure the removal of all Food & Beverage Items off the floors.
• Monitor and maintain cleanliness, sanitation and organization of all service areas, guest rooms and guest corridors following procedures laid down in departmental standards.
• Transport all tables/trays from guest rooms to In-Room Dining area as assigned.
• Clean and reset tables/trays, maintaining sufficient supply in the In-Room Dining area.
• Collect and report tips at the end of the assigned shift.
• Complete closing side duties:
• Properly clean and store all reusable goods.
• Breakdown all goods as specified in departmental standards.
• Clean all equipment as assigned in the side duties.
• Restock items for next service.
• Remove all dirty linen and properly store; fold napkins.
• Marry and stock all condiments/beverages.
• Reset tables/trays.
• Complete all closing reports as assigned.
• Successful completion any required training/certification process.
• Legibly document orders when system is down and distribute food orders to kitchen.
• Follow maintenance program and cleaning schedule.
• Follow care procedure for floral / centerpieces as directed.
• Detail silver trays, coffee pots, flatware and glassware, removing waterspots, etc for service
• Expedite on floor or in kitchen as assigned.
• Legibly document pertinent information in In-Room Dining logbook.
• Quality check of perishables
• Stock and fold linens
• Legibly document maintenance needs on work orders and submit to manager
• Perform cashiering functions by closing checks and preparing end of shift paperwork.
• Perform opening and closing procedures and side-work duties according to station rotation assignment and established checklist.
• Cover Mini Bar team shifts as needed.
• Ensure that tables and side stands are kept stocked, tidy and clean.
• Service guests to the standard steps of service.
• Breakdown trays of soiled dishes and linen in the dishroom according to established standards.
• Answer the telephone according to standards.
• Consistently upsell food, beverage and promotional items to guests.
• Be familiar with fire extinguishers, locations and know how to use them.
• Receive and deliver food and beverage orders and collect payment.
• Ensure overall guest satisfaction.

Education & Experience:

• Excellent reading, writing and oral proficiency in the English language.
• 1 year food and beverage serving and/or related food and beverage experience at a luxury hotel or restaurant.
• Above average knowledge of wines, spirits, and mixed drinks.
• High School diploma or equivalent.

Physical Requirements:

• Flexible and long hours sometimes required.
• Medium work - Exerting up to 60 pounds of force occasionally, and /or 60 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects

General Requirements:

• Must be able to effectively communicate, both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.
• Maintain a friendly and warm demeanor at all times.