Job Description for Room Service / In Room dining manager

JOB TITLE:  In Room Dining / Room Service Manager

REPORTS TO: F&B Manager

POSITION SUMMARY:

Assist in the organising, management and administration and all operational aspects for the In Room dining department. Maintain high quality products and service levels.  

He/she is expected to market ideas to promote business, reduce employee turnover; maintain revenue and payroll budgets; and meet budgeted productivity while keeping quality consistently high.

IRD Manager Duties and Responsibility:

1. Oversee all aspects of the daily operation of the hotel’s Room Service operation.
2. Supervise all Room Service personnel.
3. Respond to guest complaints in a timely manner.
4. Work with other F&B managers and keep them informed of F&B issues as they arise.
5. Organise all documentation for shift work on a daily basis including pre-shift reports, daily training topics, shift floor plan, requisitions for beverage, food and sundries and manage labour on a daily basis through the time management system. 
6. Ensure all staff are meeting all established standards of service through ongoing and recurrent training systems
7. Monitor and test service skills of staff, retrain and reinforce all standards on food and quality and service details daily. Provide feedback and appraisals as necessary. 
8. Coordinate and monitor all phases of Loss Prevention in the Room Service operation.
9. Ensure compliance with In Room dining SOP’s.
10. Ensure the training of department heads and employees on SOP’s, report preparation and technical job tasks
11. Monitor and supervise the mini-bar department.
12. Ensure effective communications between each shifts.
13. Supervise the room service area in order to attract, retain, and motivate the employees.
14. Ensure optimal level of service, quality, and hospitality are provided to guest.
15. Regularly review house counts, forecast and VIP list and maintain the confidentiality of the hotel and its guests
16. Ensure the timeliness and accuracy of the amenity set-up and delivery.
17. Ensure compliance with all local liquor laws, and health and sanitation regulations.
18. Ensure that Hospitality Suites are being set-up, serviced and broken down in a timely manner and according to instructions
19. Ensure all staff are meeting all established standards of service.
20. Monitor and maintain cleanliness of In-Room Dining areas and work areas
21. Plan and conduct meetings for outlets on a monthly basis to ensure staff is correctly communicated with and that staff are consistently trained and well motivated. Attend interdepartmental meetings to ensure good cross communication between departments. 
22. Assist in the development of marketing initiatives, menu items, and other items to stimulate growth in sales for each outlet and a variety of latest market developments.
23. Be aware of and assist to control current budgeted and forecasted revenues, payroll, and product costs.
24. Ensure all current Accounting and Human Resources policies are being adhered to. Report any issues or grievances to the Director of Restaurants and or Human Resources.
25. Assist in maintaining all Micros programming for food and beverage outlets.
26. Perform any other reasonable duties as required and directed.
27. 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.
28. Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
29. Must be able to multitask and prioritise departmental functions to meet deadlines.
30. Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
31. Maintain regular attendance in compliance with the hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
32. Employees must at all times be attentive, friendly, helpful and courteous to all guests, managers and fellow employees.
33. Prepare and submit required reports in a timely manner.

PREREQUISITES:

Education:

Bachelors Degree in Hotel Management / Restaurant Management preferred or equivalent experience. At least 3 years of progressive experience in a hotel or a related field; or a 4-year college degree and at least 1 years of related experience.

Experience:

Two to Three years experience as Room service supervisor or equivalent combination of education and experience. Knowledge of food service operations and a variety of styles of services. Perform other duties as requested by management. Maintain a warm and friendly manor at all times.