Room Service Manager

To produce an outstanding guest experience within the Room Service and in-room-dining concepts by managing a service team in cooperation with the culinary team. The Room Service Manager provides a courteous, professional and efficient service in accordance with the outlet, hotel and Kempinski standards, driving sales and maximising profit. • Reports to Head of Department / Assistant Head of Department. • Responsible for Assistant Room Service Manager, Room Service Order Takers, Room Service Waiters / Waitresses, Minibar Attendants. • Set an example by reporting to duty punctually wearing business attire according to the hotels dress code & Kempinski grooming standards, maintaining a high standard of personal appearance and hygiene at all times. • Provide a professional and courteous service at all times and ensure that all employees of the Room Service outlet follow the example. • Ensure that the place of work and surrounding area is kept clean and organised at all times. • Execute and demand the team to execute the highest level of service and set-up standards at all times. • Be knowledgeable of all services and products offered by the hotel. • Set an example in terms of service and product knowledge. • Actively participate in Room Service menu design in cooperation with the Culinary Team, Bar Manager and Chef Sommelier / Sommelier. • Organise tastings of new Room Service menus for Room Service employees. • Perform up selling for all items offered by the department assigned as well as offering alternatives. • Be knowledgeable to operate the existing POS system based on the trained responsibility level as assigned in the department. • Produce reports and analysis of the outlet and present report in the monthly performance meeting. • Lead the Room Service Outlet efficiently in cost and expenses, constantly delivering the highest quality as well as driving high top line revenue and profit. • Assist in preparation of the Room Service budget. • Assist the Culinary Team with the planning of the amenities. • Execute the distribution of the amenities as the per the amenity plan. • Handle the Minibar operations as per hotel s standards. • Conduct monthly inventory of operating supplies and equipment together with the Stewarding Department. • Obtain an account for the correct settlement of all sales and be overall responsible for outlet floats when and as required. • Identify errors and correct them as required during set-up, service and breakdown of operations. • Implement a flexible work schedule based on business patterns. • Establish a pool of qualified and trained full and part time employees in conjunction with the hotel s People Services Department. • Ensure an effective payroll control through a flexible work force maximizing the utilization of part time employees and closely cooperating with other Food & Beverage departments. • Monitor operating supplies, equipment and reduce spoilage and wastage successfully. • Attend and contribute to all staff meetings, departmental trainings and hotel initiated trainings. • Attend daily or weekly meetings with the kitchen team and fostering team work to constantly develop the Room Service for more success. • Attend all required trainings as described by the department. • Conduct daily pre-shift meetings to employees on preparation, guest profile, service and special requirements. • Report incidents requiring disciplinary actions immediately to the Head of Department. • Prepare and review all departmental operations manual updates annually in accordance with the Assistant Head of Department. • Support all activities and cooperation with the suppliers. • Monitor and constantly improve quality and guest satisfaction of the outlet with the given tools (Leading Quality Assurance, Customer Satisfaction Survey). • Organise all required outlet specific trainings as described by the department. • Undertake reasonable tasks and secondary duties as appointed by the Head of Department. • Respond to any changes in the department as dictated by the hotel management. • Handle guest enquiries and complaints in a courteous and efficient manner and report to Head of Department / Assistant Head of Department ensuring that the follow up is performed with the guest. • Ensure that the opening and closing procedures established for the outlet are followed. • Act as Food & Beverage Duty Manager during the absence of the Food & Beverage Head of Department and Assistant Head of Department. • Assign responsibilities to subordinates implementing a multi-tasking principle and check their performance periodically. • BA/BSc in Hospitality Management or related field, preferably from hotel school or MBA. • Minimum 2 years in F&B management role, preferably with a 5* hotel chain. • Local language excellent oral and written skills. • English excellent oral and written skills. • Additional language beneficial. • Ability to work independently, thrive under pressure in challenging circumstances and come up with proactive, rational solutions. • Excellent written and verbal communication skills. • Ability to establish and retain effective working relationships with hotel staff and clients/vendors. • Ability to identify and delegate tasks effectively. • Excellent organizational and time management skills. • Applies a professional, confidential and ethical approach at all times. • Works in a safe, prudent and organized manner. • Ability to operate computer and office equipment. • Proficiency in Excel and Word.