Responsible for supervising the In-Room Dining department and ensuring completion of daily tasks, the In-Room Dining Supervisor will also work as part of the Food and Beverage team to successfully execute Private Dining operations as needed. Job tasks include but are not limited to answering multiple phone lines in a professional manner and within the 5-Star/5-Diamond guidelines of service expectation, understand and explain menu items to our guests in order to suggest proper recommendations, inputting guest orders and posting proper charges to the POS system, ensuring accurate communication of orders to kitchen and receipt of orders by Servers, settling checks to the proper guest folio and maintain accountability for all transactions in accordance with Hotel and accounting standards, and track orders to ensure service standards for delivery and pick-up are being met. The In-Room Dining Supervisor will continually work with the Food and Beverage team to improve the guest experience, and maximize the financial performance of the department.
General Responsibilities :
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
Maintain knowledge of Food & Beverage Outlet Menus/Menu items or changes in Menus.
Ensure compliance of local and Company sanitation standards.
Strive for continuous improvement and excellence in all areas of responsibility.
Answer the telephone in the correct number of rings according to 5-Star/5-Diamond standards and to speak in a clear and professional manner, addressing the guest by name.
Taking the order from the guest correctly and to read back the order to confirm it is correct.
Ensure that the order has been input into the POS and is accurate.
Advise the guest how long it will take before the order is delivered.
To ensure the order is passed to the Culinary Staff/Servers promptly.
To keep a track of orders and follow up if any are delayed. If there is a delay to ensure that the guest is advised and that the proper colleagues are aware.
Comply with performance standards, policies, and procedures in Food & Beverage.
Control the level of business in a fashion that obtains both the yield required to meet forecast and the service that guests expect.
Maintain a working relationship with all departments in the hotel.
Resolve guest complaints, ensuring guest satisfaction.
Be familiar with all hotel services/features and local attractions/activities to respond to guest inquires accurately.
Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
Inspect Private Dining tables and stations, ensuring that all set-ups meet the department standards.
Follow up with guest to ensure satisfaction with order and follow-up on corrections.
Answer telephone courteously and efficiently as specified in departmental standards.
Take, record, and confirm orders as specified in departmental standards.
Accommodate all requests for information courteously.
Communicate V.I.P. arrivals and special requests to designated personnel for follow up.
Monitor and ensure that all aspects of service conform to departmental standards. Notify respective personnel for problems to be corrected.
Ensure tables are picked up after appropriate amount of time has passed.
Oversee all aspects of department during absence of Manager and/or Supervisor.
Be familiar with operation of P.O.S. system and manual system procedures.
Each colleague is expected to carry out all reasonable requests by management which the colleague can perform.
Skills/Knowledge Required:
The ability to listen to, assess, and appropriately respond to information conveyed through speech.
The ability to communicate effectively in English with guests, managers, and colleagues.
The ability to convey technical information through writing to a nontechnical audience so the recipients easily understand the information and can quickly and correctly apply it.
Knowledge of Food & Beverage and Private Dining operational procedures beneficial.
Knowledge of overall hotel operations as they affect department.
Ability to use standard software applications and hotel systems.
Ability to exercise the personal discipline and extra diligence to ensure that projects are completed in a timely manner.
The ability to motivate and inspire others to work cooperatively to achieve a designated goal.
Flexible schedule - Able to work shift duties that may include evenings, nights, overnights, weekends, and holidays.
Physical Requirements:
Must be able to walk, bend, sit, stand, and exert well placed mobility.
Must be able to occasionally lift or move up to 25 pounds.
Requires grasping, writing, repetitive motions, listening and hearing ability and visual acuity.
Qualification Standards:
Experience: Minimum 1 year experience working in a similar position preferred
Licenses or Certificates: TIPS and ServSafe Certified
Grooming: All colleagues must maintain a neat, and well-groomed appearance (specific standards will be provided).