Assistant Outlets and Room Service Manager

Job Responsibility:

POSITION SUMMARY

Under the general guidance of the Outlets and Room Service Manager, the Assistant Outlets and Room Service Manager is a hands-on leadership position that is responsible for managing the daily operations ensuring quality service and presentation standards established by the Hotel are met. This position is required to exercise judgment, set priorities; schedule associates for a smooth and efficient operation to meet the requirements and be in line with budget and labour costs.

KEY RESPONSIBILITIES

The key responsibilities of the Assistant Outlets and Room Service Manager include but are not limited to:

§ Leads, develops and supervises all Restaurant and Lounge associates; Responsible for the smooth running of the day-to-day operation, ensures that the associates provide quality service to all hotel guests and responds to guest concerns, complaints, and overall feedback.

§ Follow through on tasks assigned.

§ Acts as a resource and support to associates to ensure the efficient execution of all food and beverage service to the restaurant and/or lounge guests.

§ Teach service technique and product knowledge to the restaurant and lounge teams that create positive associate and guest satisfaction; Ensures consistency in service delivery standards.

§ Prepares the areas for opening and performs closing duties which includes pulling daily sales and labour reports from the Silverware POS system; Prepares event orders (set menus) for small parties.

§ Inspects all areas of restaurant, Bar and Room Service to ensure proper set-ups & standards are met.

§ Ensures timely optimal scheduling after close analysis of guest in-house, weather conditions, events in banquets and at the Convention Centre.

§ Monitors work hours, scheduling and vacation planning of associates while adhering to budgeted labour costs based on hotel occupancy and work volumes.

§ Participates in recruitment, selection and training of the team members.

§ Assists in conducting performance reviews and is responsible for managing the performance of all associates.

§ Acts as a liaison between the Restaurant & Room Service Manager and the associates.

§ Assumes role and responsibilities of the Restaurant & Room Service Manager in their absence.

§ Attends various meetings and hotel functions as related to the Outlets & Room Service function in lieu of the Manager; Assists in conducting regular Department meetings.

§ Maintains a safe working environment in all sections of the Restaurant, Lounge & Room Service.

§ Monitors and manages the quality and timeliness of services provided to ensure optimum guest satisfaction; makes improvements to ensure service standards reflect current industry trends.

§ Ensures all equipment used within the department and for guest service is in prime condition and presentable through scheduled upkeep and cleaning (example Room Service Trolleys, their wheels, the Beverage brewing equipment, the bar equipment, etc… to name a few)

§ Able to read and action group resumes and BEOs to ensure seamless operations (gift delivery, in-room functions).

§ Communicates and creates BEOs when guests choose to have function in guest room (with Culinary, Catering & Reservations teams)

§ Liaise with the Culinary, Stewarding, Banquets and other departments for ensuring well planned, quality, timely execution of special yearly events (Mother's Day, Easter, Christmas etc.), quarterly stock take, schedules maintenance and upkeep of space and equipment.

§ Ensures repeat guest recognition is part of the associates' interaction with these guests.

§ Interpret financial reports: teach, create and implement plans to improve profits through effective management of the operation and collaborating with associated departments within the Food & Beverage division whilst adhering and improving the set standards.

§ Plan ahead by analyzing current business; organize required resources including operational supplies in a timely manner and scheduling of associates while adhering to budgeted labour costs based on business and work volume.

§ Assist the culinary team in controlling food related wastage.

§ Prepares the areas for opening and performs closing duties which includes pulling daily sales and labour reports from the Silverware POS system; Prepares event orders (set menus) for small parties.

§ Inspects all areas to ensure proper set-ups & standards are met.

§ Participates in recruitment, selection and training of the team members.

§ Conduct performance reviews and responsible for managing the performance of all associates.

§ Monitors work hours and scheduling of associates and ensures if business does not pan out then follow the regulations and reduce the number of servers working the shift.

§ Attends various meetings and hotel functions as related to the function of the areas.

§ Maintains a safe working environment in all sections.

§ Able to work in other areas of the Food & Beverage Division.

§ Performs other related duties and special projects as assigned.

COMPETENCY PROFILE

Attributes

Achievement Oriented - sets standards of excellence for work to be completed and is not deterred by challenges.

Attention to detail - Able to maintain a sustained level of concentration in a high-pressured environment ensuring quality of work is consistently delivered by team members.

Service Orientation - Displays a commitment to quality guest service at all times, values the supplying of accurate and timely information and relates to people from diverse backgrounds and continually strives for improvement.

Professionalism - Regulates own behaviour, understanding the hotel culture and acts appropriately in the execution of duties.

Decisiveness - Proven consistency in making sound decisions sometimes in pressurized or time-sensitive environments and service.

Flexibility - Demonstrated ability to be adaptive and accepting of new ideas, and a willingness to approach new challenges and adjusts plans to meet new priorities; able to manage multiple priorities and tasks in the regular course of work.

Skills

Leadership - Leads by example in behaving in an honest and trustworthy manner; treats others fairly; builds strong and trusting relationships with others; practices open communication.

Team Building - Promotes team achievement, contributes to the development and success of department objectives; supports and encourages team members; is respectful, actively listens to and seeks out opinions and ideas from the team.

Interactive Communication - Adapts content, style, tone and medium of communication to suit the target audience's language and level of understanding; takes others' perspectives into account when communicating or presenting information; facilitates open communication and information exchange.

Resource Management - Possess the ability to plan and organize others to ensure the timely completion of tasks and to manage and support others to succeed in their roles; ensures the effective and efficient use of resources are in line with budget and forecast, whether human, financial, or material.

Conflict Management - Defuses difficult situations by being assertive; facilitates discussions between parties to explore differences and help find common ground; uses tactful approach to work with others to identify solutions to emerging conflicts and or issues.

Developing Others - Supports individual development and improvement by providing effective performance feedback and support, reinforcing strengths and identifying areas for improvement and ways to improve performance and competence; encourages staff to develop and apply their skills; provides positive comments regarding others' abilities or potential even in difficult cases; creates mentoring opportunities.

PHYSICAL DEMANDS

§ Must be able to walk and stand for long periods of time.

§ This position requires lifting furniture and other equipment within the restaurant and atrium areas as the operation requires.

§ As verbal communication and observation between associates occurs frequently, the ability to hear and see is essential to the incumbent and their work colleague's safety.

§ Must be able to work for long periods of time where a high level of concentration is required.

DECISION MAKING AUTHORITY

This position has the full authority to make decisions as it relates to:

§ Scheduling of labour to meet operational requirements, including the reduction of shifts.

§ Deciding the appropriate promo to apply when handling a guest complaint.

SELECTION CRITERIA

Qualifications and Technical Experience

§ Candidate must have a minimum of 2 - 3 years of progressive supervisory and/or management experience in a large-scale Food & Beverage operation.

§ Diploma / degree in Hospitality management preferred.

§ “Serving It Right” and Food Safe 1 Certificate required.

§ Excellent oral & written communication and interpersonal skills

§ Micros/Point of Sales system; Open table.

§ Knowledge of Microsoft operational system software

§ Maintain professional business confidentiality as required.

TOOLS AND EQUIPMENT

§ Position requires access to a Computer with Microsoft Office Suite, Email and Internet.

§ This position will require the use of a two-way radio, to be issued by Service One

§ Incumbent must provide and wear non-slip rubber sole, enclosed shoes in accordance with Company Policy.

§ All other outlet-related equipment and tools to be provided by the Company.