Room Service Supervisor
VIETNAM
Job description
Key tasks
Operation
• Manage day-to-day operations of In-Room Dining
• Conduct departmental daily briefings to ensure that all pertinent information is well received by team members
• Answer telephone calls according to company’s standards and coordinate all food and beverage orders with the service team
• Up-sell and promote food and beverage offers at every available opportunity in order to maximize sales revenue.
• Supervise team members to ensure that all tasks assigned/required are carried out on time and according to instruction and departmental standards
• Handle guests’ complaints and comments tactfully and efficiently, make effective service recovery if necessary
• Inspect food & beverage quality regularly
• Liaise with stewarding on inventory and breakage control
• Maintain daily log book with clear and concise information on operations
• Establish guest database with preference records of regular guests
• Implement weekly cleaning and maintenance schedules for operating equipment (trolleys, pantry, etc)
• Check the back of the house cleanliness to ensure that it is in compliant with F&B sanitation and hygiene rules and regulations
• Check the supply of equipment/stock level and ensure that there is no shortage of items which have impact on the operation and guests
Team Management
• Motivate, supervise and discipline all employees in the department
• Interview, select and recruit In-Room Dining employees
• Identify and develop team members with potential
• Conduct performance review with the team
• Constantly monitor team members’ appearance, attitude and degree of professionalism
• Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs
of the business
• Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service
• Prepare payroll and gratuity reports
• Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for
department communication