Room Service Manager

Department: Food & Beverage

Employment Type: Permanent - Full Time

Location: United Arab Emirates - Dubai

Description

Key Responsibilities

• Reports to Head of Department / Assistant Head of Department.
• Responsible for Assistant Room Service Manager, Room Service Order Takers, Room Service Waiters / Waitresses, Minibar Attendants.
• Set an example by reporting to duty punctually wearing business attire according to the hotels dress code & Kempinski grooming standards, maintaining a high standard of personal appearance and hygiene at all times.
• Provide a professional and courteous service at all times and ensure that all employees of the Room Service outlet follow the example.
• Ensure that the place of work and surrounding area is kept clean and organised at all times.
• Execute and demand the team to execute the highest level of service and set-up standards at all times.
• Be knowledgeable of all services and products offered by the hotel.
• Set an example in terms of service and product knowledge.
• Actively participate in Room Service menu design in cooperation with the Culinary Team, Bar Manager and Chef Sommelier / Sommelier.
• Organise tastings of new Room Service menus for Room Service employees.
• Perform up selling for all items offered by the department assigned as well as offering alternatives.
• Be knowledgeable to operate the existing POS system based on the trained responsibility level as assigned in the department.
• Produce reports and analysis of the outlet and present report in the monthly performance meeting.
• Lead the Room Service Outlet efficiently in cost and expenses, constantly delivering the highest quality as well as driving high top line revenue and profit.
• Assist in preparation of the Room Service budget.
• Assist the Culinary Team with the planning of the amenities.
• Execute the distribution of the amenities as the per the amenity plan.
• Handle the Minibar operations as per hotel’s standards.
• Conduct monthly inventory of operating supplies and equipment together with the Stewarding Department.
• Obtain an account for the correct settlement of all sales and be overall responsible for outlet floats when and as required.
• Identify errors and correct them as required during set-up, service and breakdown of operations.
• Implement a flexible work schedule based on business patterns.
• Establish a pool of qualified and trained full and part time employees in conjunction with the hotel’s People Services Department.
• Ensure an effective payroll control through a flexible work force maximizing the utilization of part time employees and closely cooperating with other Food & Beverage departments.
• Monitor operating supplies, equipment and reduce spoilage and wastage successfully.
• Attend and contribute to all staff meetings, departmental trainings and hotel initiated trainings.
• Attend daily or weekly meetings with the kitchen team and fostering team work to constantly develop the Room Service for more success.
• Attend all required trainings as described by the department.
• Conduct daily pre-shift meetings to employees on preparation, guest profile, service and special requirements.
• Report incidents requiring disciplinary actions immediately to the Head of Department.
• Prepare and review all departmental operations manual updates annually in accordance with the Assistant Head of Department.
• Support all activities and cooperation with the suppliers.
• Monitor and constantly improve quality and guest satisfaction of the outlet with the given tools (Leading Quality Assurance, Customer Satisfaction Survey).
• Organise all required outlet specific trainings as described by the department.
• Undertake reasonable tasks and secondary duties as appointed by the Head of Department.
• Respond to any changes in the department as dictated by the hotel management.
• Handle guest enquiries and complaints in a courteous and efficient manner and report to Head of Department / Assistant Head of Department ensuring that the follow up is performed with the guest.
• Ensure that the opening and closing procedures established for the outlet are followed.
• Act as Food & Beverage Duty Manager during the absence of the Food & Beverage Head of Department and Assistant Head of Department.
• Assign responsibilities to subordinates implementing a multi-tasking principle and check their performance periodically.

Skills, Knowledge and Expertise

• BA/BSc in Hospitality Management or related field, preferably from hotel school or MBA.
• Minimum 2 years in F&B management role, preferably with a 5* hotel chain.
• Local language – excellent oral and written skills.
• English – excellent oral and written skills.
• Additional language – beneficial.
• Ability to work independently, thrive under pressure in challenging circumstances and come up with proactive, rational solutions.
• Excellent written and verbal communication skills.
• Ability to establish and retain effective working relationships with hotel staff and clients/vendors.
• Ability to identify and delegate tasks effectively.
• Excellent organizational and time management skills.
• Applies a professional, confidential and ethical approach at all times.
• Works in a safe, prudent and organized manner.
• Ability to operate computer and office equipment.
• Proficiency in Excel and Word.

About Kempinksi