In Room Dining Supervisor

JOB PURPOSE

Responsible for the daily operational success of The Hotel’s In-Room Dining outlet. Assists the In Room Dining Manager and assumes their duties when needed. Guides team members by demonstrating technical skills, sharing knowledge and upholding all department and hotel standards. Through operational expertise ensures the hotel’s In Room Dining is recognized amongst the world’s best with market leading beverage and food programming, service levels and atmosphere.

 

PRIMARY RESPONSIBILITIES

–         Ongoing control and enhancement of quality standards and guest services

–         Ensuring that all operational equipment and guest facing areas maintain a first-class and positive visual impact including ambiance, cleanliness, orderliness and décor

–         Work with the stewarding team to ensure that all In Room Dining equipment needs are met

–         Ensuring a safe and healthy work environment for colleagues

–         Promotes awareness of health and safety surrounding the responsible service of alcohol

–         Conducts all necessary communication meetings

–         Lead the In Room Dining server team in all day-to-day operations

–         Monitors slow moving items

–         Excellent memory for guest preferences

–         Encourage and train staff to go beyond the norm for patrons through surprising and delighting

–         To demonstrate a complete understanding of In Room Dining policies and procedures and service standards

–         To have full knowledge of all menu and beverage lists and all other special promotions taking place in the hotel

–         To be able to answer any guest questions about menu items in an informative and helpful way

–         Knowledge of all menu items, garnishes, contents and preparation methods

–         Train staff on recommending, promoting and upselling food and beverages

–         Encourages camaraderie, personality and flair in the department

–         Addresses guest problems and complaints  

–         Ensure all team members are aware of guest satisfaction survey results and follow up action plans

–         Monitors and maintains the productivity level of employees

–         Coaches, guides and supports team members to ensure their capabilities and degree of professionalism meet the needs of guests and the hotel

–         Celebrates colleagues’ successes

–         Ensure compliance with all food and beverage policies and procedures

–         Communicates critical information to employees regarding daily events

–         Continually works to improve guest and employee satisfaction

–         Supports public relations opportunities to promote the hotel

–         Be well versed in all necessary Standard brand standards and history and ensure all direct reports are likewise versed

 

OTHER RESPONSIBILITIES

–         Ensure a service-oriented culture focusing on guests’ needs

–         Be well versed in the hotel’s fire and life safety emergency procedures

–         Apply necessary precautions with regards to the hotel food safety and hygiene standards (HACCP)

–         Build strong working relationships with other hotel departments

–         Maintain the highest standard of personal appearance and cleanliness

–         Perform other duties assigned by the management

PROFILE

Knowledge and Experience

–         Secondary / High school education

–         Possible 1 year of relevant experience in a similar luxury hotel

–         Impeccable reading, writing and oral proficiency in English and Thai language

Competencies

–         Strong leadership, interpersonal and training skill

–         Acts as role model to demonstrate appropriate behaviors

–         Hands on

–         Good communication and customer contact skills

–         Luxury service oriented with an eye for detail

–         Ability to work well in stressful and high-pressure situations

–         A team player and self-starter

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