Room Service Manager

Description

Position Summary

Responsible for management of dining room service in the manner most pleasing to our guest. Assure a high standard of appearance, hospitality and service in personnel and cleanliness of dining room, Supervise and train dining room staff, manage within budgetary restraints and develop and implement programs to increase revenues (repeat business and higher check averages). This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP’S).

Responsibilities

• Help build Room Service menu with F&B Management.
• Inform F&B Management of popular/unpopular items on Room Service Menu and Wine List.
• Ensure standard of food presentation and quality of dishes served to guests.
• Liaise with Chef/F&B Management on "special" available for promoting in Room Service.
• Develop and implement amenities that are offer to our VIP’s and guest.
• Ensure that all guest complaints are attended to personally, followed up and reported, and organize measures to prevent problems from recurring (liaison with staff/F&B Management, Training etc).
• Personally assist waiters in service for VIP suites and Presidential suites.
• Ensure that each and every subordinate has a clearly defined job description, and discusses it with him/her in detail to check understanding.
• Ensure that each subordinate receives training necessary for job competence.
• Ensure that all staff are aware of departmental and hotel policies and procedures.
• Prepare duty rosters and time sheets for all Room Service staff.
• Ensure perfect appearance and hygiene for all Room Service staff.
• Hold daily and weekly meetings with staff to inform them of happenings in the hotel.
• Point out problems and discuss corrective action needed.
• Find out and discuss staff queries and problems.
• Strengthen communication links with staff and make them feel part of the team.
• Supervise staff performance.
• Issue disciplinary warnings.
• Regularly check department for maintenance requirements.
• Maintain food and equipment par stocks.
• Inventory operating equipment to control losses.
• Controls= work flow by allocating job tasks as orders come from cashiers.
• Personally discuss non-routine matters with F&B Management.
• Achieve and maintain set budget.
• Maintain agreed time parameters in tray/trolley service.
• Maintain strict security standards to avoid damage/theft.
• Control breakage of operating equipment.
  
  

Responsibilities (Continued)

• Achieve and maintain all F&B performance standards laid down in Standards Operations Recruitment of staff in liaison with the Human Resource Department.
• Organize staff within department.
• Discipline staff in liaison with HR Department.
  
  

Requirements

Experience and Education Required

• Education
• High School Diploma is required. Associate’s Degree is preferred.
• Experience
• Minimum five years’ experience in a luxury food management position. Must be familiar with yield management and cost control.
  
  

Skills Required

• Must be able to:
• Speak, read, write and understand the English language.
• Compute accurate mathematical calculations.
• Provide legible communication and directions.
• Perform job functions with attention to detail, speed and accuracy.
• Prioritize and organize.
• Think clearly, remaining calm and resolving problems using good judgment.
• Follow directions thoroughly.
• Understand guest’s service needs.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision.
• Maintain confidentiality of guest information and pertinent resort data.
• Use a computer keyboard and possess basic typing skills.
• Possess moderate to advanced computer skills.
• Work in a dynamic and constantly changing environment.
• Adept to multitasking.
• Coaching and Developing Others
• Developing and Building Teams
• Getting Information
  
  

Physical Demands

• Must be able to:
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 60 pounds without assistance
• Stand, sit, or walk for an extended period of time or for an entire work shift
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping
• Use, carry, and operate all necessary office equipment using finger dexterity.
  
  

Physical Demands (Continued)

• Communicate with employees, managers, subordinates and guests through verbal communication, hearing ability, and visual acuity.
• Visually look at a computer for extended periods of time.
• Adapt to moderate temperatures in the hotel as thermostat is controlled by hotel environmental systems. Most work tasks are performed indoors.
  
  

Success Criteria

• Team Player
• Demonstrates co-operation within the team and with other departments
• Listens carefully and works well with others
• Has a positive influence on others in the team and clearly enjoys working with people
• Guest Focused
• Anticipates guests’ needs and is sensitive to people from all cultures
• Has a natural, warm smile and a friendly and passionate approach
• Demonstrates confident, helpful and genuine behavior with internal and external guests
• Delivers their Best
• Has energy and sense of urgency for his/her work
• Resourceful, makes things happen and looks for ways to work more efficiently
• Always looks their best and acts appropriately (e.g. approaching guests, body language, and eye contact)
• Composed
• Able to stay calm under pressure
• Demonstrates maturity and ability to cope with the unexpected
• Never lets personal feelings interfere with delivering the highest standards
• Trustworthy and responsible
• Excellent records of attendance and punctuality
• Is reliable and demonstrates the ability to work without supervision
• Demonstrates a high level of personal integrity, honesty and trust
• Time Management
• Uses his/her time effectively and efficiently; values time, concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities. Makes decisions in a timely manner.
• Listening
• Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.
  
  

Licenses or Certifications

• Alcohol and Food Handling Certificate
  
  

Standard Specifications

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. This job description reflects the job content at the time of writing and will be subject to periodic change in light of changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended accordingly. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays. The employee will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department/Division.

The employee will actively follow The Biltmore Hotel policies including Equal Opportunities policies and will maintain an awareness and observation of Fire and Health & Safety Regulations. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Grooming

All employees must maintain a neat, clean and well-groomed appearance per Biltmore Hotel standards.