Supervisor - In-Room Dining (Full Time)

Responsibilities

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment.
• Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge of:
• All liquor brands, beers and non-alcoholic selections available to In-Room Dining.
• The particular characteristics and description of every wine/champagne by the glass and major wines on the wine list.
• Designated glassware and garnishes for drinks.
• All menu items, preparation method/time, ingredients, sauces, portion sizes, garnishes, presentation and prices.
• Daily menu specials, 86'd items.
• Guest room layout, locations and room numbers/names.
• Manual system procedures.
• Daily house count, arrivals/departures, VIPs.
• Scheduled in-house group activities, locations and times.
• Maintain complete knowledge and strictly abide by state liquor regulations, particularly those prohibiting service to minors, intoxicated persons and drunk driving.
• Check storage areas for proper supplies, organization and cleanliness.
• Instruct designated personnel to rectify any cleanliness/organization deficiencies.
• Establish par levels for supplies and equipment.
• Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Requisition linens/skirting required for business and assign staff to transport such to In-Room Dining.
• Meet with the Chef to review daily specials and 86'd items; update board throughout shift.
• Ensure that the staffs are aware changes.
• Periodically check with the Front Desk to review updates on house count/occupancy and arrivals.
• Review sales for previous day; resolve discrepancies with Accounting.
• Track revenue against budget.
• Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts.
• Adjust schedules throughout the week to meet the business demands.
• Ensure that staff report to work as scheduled.
• Document any late or absent employees.
• Cook staff in breaks for staff in accordance with departmental procedures.
• Assign work and side duties to staff in accordance with departmental procedures.
• Communicate additions or changes to the assignments as they arise throughout the shift.
• Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
• Inspect grooming and attire of staff; rectify any deficiencies.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel.
• Stress personalized courtesy and efficient service on the part of all In-Room Dining employees, encouraging employees to use the guest’s name as often as possible.
• Inspect table set-ups; check for cleanliness, neatness and agreement with guest's order and departmental standards; rectify deficiencies with respective personnel.
• Check the status of all orders and ensure that they are delivered within designated timelines.
• Assist In-Room Dining staff with their job functions to ensure optimum service to guests.
• Answer In-Room Dining phone within 3 rings, using correct salutations and telephone etiquette.
• Monitor and ensure that all tables/trays are removed from guest rooms/corridors and returned to In-Room Dining according to department procedures.
• Assist in taking guests' orders, following specified procedures, as necessary to ensure department standards.
• Access all functions of the P.O.S. system in accordance to specifications.
• Restock journal tape and change ribbons as needed.
• Organize coordinate, direct staff in set-up, service and breakdown of hospitalities in accordance with departmental standards; follow up on special arrangements with respective personnel.
• Check bar set-ups, buffet/reception tables and coffee breaks for cleanliness, attractiveness and layout; ensure agreement with function order and department standards; resolve any problems.
• Ensure replenishment of items as specified and requested by group contact.
• Organize, coordinate and direct staff in set-up, delivery and retrieval of amenities in accordance with departmental standards.
• Schedule employees to match forecasted covers and expected business and offer service to our guests at times consistent with printed hours of operation.
• Ensure all closing duties for staff are completed before staff sign out.
• Provide feedback to staff on their performance.
• Handle disciplinary problems and counsel employees according to Hotel standards.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale.

Qualifications

• Previous Food and Beverage experience in a fast-pace and high volume restaurant.
• Meets age requirement to serve alcoholic beverages.
• Knowledge of various food service styles (i.e., In-Room Dining, butler style service).
• Fluency in English both verbal and non-verbal.
• Provide legible communication.
• Computer basic arithmetic.
• Previous guest training.
• Ability to:
• Perform job functions with attention to detail, speed and accuracy.
• Prioritize and organize.
• Be a clear thinker, 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 hotel data.
• Ascertain departmental training needs and provide such training.
• Direct performance of staff and follow up with corrections when needed.
• Ability to suggestively sell.

Benefits

• Group medical, dental, vision, life, and disability benefits.
• Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement.
• An employee assistance program.
• Paid time off/sick time.
• Participation in a 401(k) plan with a company match!